Presentation on theme: "Introduction to ITIL v3 Foundation exam"— Presentation transcript:
1 Introduction to ITIL v3 Foundation exam Prepared by Kadimil
2 ITIL v3 Certification Scheme Overview Terminology ITIL Lifecycle phases Service Strategy Service Design Service Transition Service Operation Continual Service Improvements
3 ITIL v3 Certification Scheme This presentation is on ITIL v3 Foundation Certificate
4 Overview Your purpose – Certification vs. Learning Certification track 2 hours introduction6 hours self-study and mock testsThe Art of Service – ITIL v3 Foundation Complete Certification Kit (book and online course)Mock tests
5 Overview Learning track Exam registration 2 hours introduction 15 hours self-study and mock testsSkillPort - Course Curricula/English - US/IT Professional Certifications/IT Infrastructure Library (ITIL)/ITIL V3/IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 examExam registrationorFees - $174; 1 hour exam; 40 questions; 26 out of 40 to pass (65%)
6 OverviewOffice of Govt Commerce in the UK owns trademark of ITIL as the ITIL framework evolved from their efforts to document how successful organizations approached service management.ITIL describes good practices and best practices, including those documented by Public frameworks, Standards, wide-industry best practices etc
7 TerminologyITSM – A set of specialized organizational capabilities for providing value to customers in the form of servicesService – A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. E.g. Pizza delivery service, Payroll serviceService owner – The person who is accountable for the delivery of a specific service.
8 TerminologyProcess – A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. E.g. Availability management processProcess owner – The person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.Functions – A team or group of people and the tools they use to carry out one or more processes or activities. E.g. Service Desk, IT Operations management
9 TerminologyRACI chart – Connecting processes and functions by the way of defining clear roles and responsibilities
11 Service Strategy Define strategic objectives of the IT organization Stop and think WHY something has to be done, before thinking HOWService PackageCore Service PackageSupporting Services PackageService Level Package
13 Service Strategy - Processes Service Portfolio ManagementIt contains 3 service groups – Service Pipeline, Service Catalogue, Retired ServicesBalancing Service Portfolio – Run the Business, Grow the Business, Transform the Business
14 Service Strategy - Processes Financial ManagementIt manages conflicting perspectives of IT and Business in terms of IT capabilities and Business opportunitiesThree fundamental activities – Funding/Budget, Accounting, Charging/Chargeback
15 Service Strategy - Processes Demand ManagementObjective: Identification and analysis of Patterns of Business Activity and user profiles; And maintaining business and customer satisfaction while reducing excess capacityTwo ways to influence or manage DemandPhysical/Technical constraints – e.g. restrict number of connections, users etcFinancial chargeback – e.g. extra charges for over capacity quotas
16 Service Design Concerned primarily with the design of IT services Designs to convert strategic objectives into Services
17 Service Design - Processes Service Level Management (Design phase)Primary goal is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.Service Level Agreement vs Operational Level AgreementThree types of SLAs – Customer based SLA, Service based SLA, Multi-level SLA(Corporate level, Customer level, Service level)
18 Service Design - Processes Supplier ManagementPrimary goal is to manage suppliers and services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained.Types of Supplier Agreements – Co-sourcing, Multi-sourcing, Business Process Outsourcing, Knowledge Process Outsourcing etcSupplier and contract information is stored in Supplier and Contract Database (SCD).
19 Service Design - Processes Service Catalogue ManagementPrimary goal is to ensure that a Service Catalogue is produced, maintained and always contains accurate information.Two TypesBusiness Service Catalogue - e.g. various Business ProcessesTechnical Service Catalogue – e.g. Hardware, Software, DB, etcThey two interact to provide services to customers
20 Service Design - Processes Capacity ManagementPrimary goal is to ensure that the current and future capacity and performance demands of customers regarding IT service provision are delivered.Main activitiesPerformance monitoringApplication sizingTuningCapacity planningReporting, etc
21 Service Design - Processes Availability ManagementPrimary goal is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business.Incident life cycle
22 Service Design - Processes IT Service Continuity ManagementPrimary goal is to support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed time scales.
23 Service Design - Processes Information Security ManagementPrimary goal is to align IT security with Business security and ensure that information security is effectively managed in all services and IT Service Management activities.Three major aspectsConfidentialityIntegrityAvailability
24 Service TransitionIt focuses on the vulnerable transition from Design phase to Operation phase of a new/enhanced service.It is critical as technical/functional errors NOT found during this phase will result in significantly higher impact levels to the business and/or IT infrastructure and will usually cost much more to fix once the Service is in operation.
25 Service Transition - Processes Knowledge ManagementThe primary purpose is to improve efficiency by reducing the need to rediscover knowledge. This requires accessible, quality and relevant data and information available to staff.Moving from data to wisdomDataInformation (Who, what, when, where?)Knowledge (How?)Wisdom (Why?)
26 Service Transition - Processes Service Asset and Configuration ManagementThe goal is to support the agreed IT service provision by managing, storing and providing information about Configuration Items and Service Assets throughout their life cycle.This assists in providing logical model of the infrastructure, including the relevant relationships and dependencies that exist.
27 Service Transition - Processes Change ManagementThe goal is to ensure that standardized methods and procedures are used for controlled, efficient and prompt handling of all changes.Various types of changesNormal change – A change that follows all steps of change processStandard change – A pre-approved change that is low risk and relatively common, e.g. password reset request. Usually logged as Service Request.Emergency change – A change that must be introduced as soon as possible.
28 Service Transition - Processes Change Advisory Board(CAB) – A group that provides expert advice to the Change Manager.
29 Service Transition - Processes Release and Deployment ManagementGoal is to deploy new releases into production, provide transition support to service operation, and enable its effective use in order to deliver value to the customer.Various options for deployment of releasesBig bangPhased approachPush approachPull approachAutomatedManual
30 Service Transition - Processes Service Validation and TestingMain goal is to assure fitness for purpose and fitness for use
31 Service OperationPrimary objective is to enable effectiveness and efficiency in delivery and support of IT services.Strategic objectives are ultimately realized through Service Operations, therefore making it critical phase.Terminology: Incident vs Problem vs ErrorIncident is any occurrence which may cause interruption or degradation to an IT serviceProblem is the unknown underlying cause of one or more incidentsError is the known underlying cause of one or more incidents
32 Service Operation - Functions Service Desk FunctionService desk typesCall centre – Handling/logging large volumes of calls. Low first-time resolution rate for calls and requests.Help desk – Manage and coordinate incidentsService desk – Wide variety of services offered. High first-time resolution rate for calls and requests.Service desk structures: Local, Central, Follow-the-sun
33 Service Operation - Functions Technical ManagementGoal is to plan, implement and maintain a stable technical infrastructure to support the organization’s business processesExamples of functions – Mainframe, Server, Network, Storage, Database, etc
34 Service Operation - Functions IT Operations ManagementGoal is to perform daily operational activities needed to manage the IT infrastructureTwo typesIT Operations controlConsole managementJob schedulingBackup and restoreFacilities managementData centersRecovery sites
35 Service Operation - Functions Application ManagementGoal is to help design, implement and maintain stable applications to support the organization’s business processes, e.g. HR apps, Business apps, etc
36 Service Operation - Processes Event ManagementGoal is to provide the capability to detect events, make sense of them and determine the appropriate control action.Different types events: Events that signifyRegular operationWarningException
37 Service Operation - Processes Incident ManagementGoal is to restore normal service operation as quickly as possible and minimize adverse impact on business operations.Setting priority of an incidentImpact + Urgency = PriorityEscalationFunctional/Horizontal escalationHierarchical/Vertical escalation
38 Service Operation - Processes Problem ManagementMain goal is to eliminate recurring incidents, and prevent problems/incidents from happeningDifference from Incident management:Incident management only addresses the symptoms, while Problem management addresses the root-cause of the symptom so that incident doesn’t recur.
39 Service Operation - Processes Request FulfillmentGoal is to fulfill requests from end users using consistent and repeatable methodsIt is related to fulfilling standard changes which are pre-approved for implementation, e.g. password reset request
40 Service Operation - Processes Access ManagementGoal is to provide capabilities for the granting of authorized users the right to use a service while preventing access to non-authorized users.
41 Continual Service Improvement Goal is to ensure continual improvements to IT Service Management Processes and IT ServicesThe Continual Service Improvement Model
42 Continual Service Improvement - Processes Service Level ManagementIt proactively seeks and implements improvements to the level of service delivered to customers and users
43 Continual Service Improvement - Processes Service Measurement and ReportingGoal is to coordinate the design of metrics, data collection and reporting activities from other processes and functionsThree types of metricsTechnology metricsProcess metricsService metrics
44 Continual Service Improvement - Processes CSI (7 step) Improvement ProcessGoal is to coordinate a structured approach for improvements to IT services and ITSM processesThe Deming Cycle is used as foundation for continual improvementPlan(design) Do(pilot) Check(results) Act(rollout)7 step improvement processDefine what you should measureDefine what you can measureGather the dataProcess the data (Frequency? Format? etc)Analyze the data relationships/trends/targets met etcPresent and use the information, assessment, action plans etcImplement corrective action