ITIL® Version 3 Foundation
ITIL® Version 3 Foundation
ITIL® Version 3 Foundation
Foundation
Level Upgrade
Section 3 ITIL V2
Section 4 ITIL V3
Acronym Expansion
§None
Section 1 Setting the Context
Section 3 ITIL V2
Section 4 ITIL V3
Section 3 ITIL V2
Section 4 ITIL V3
Reduce Costs
Tune Capacity
Improve Availability
Increase Throughput
Improve Scalability
B e n e fits o f IT S e rvice
M anagem ent
Improved quality of service – more reliable business support
Clearer view of current IT capability & better information on
current services
Enhanced Customer Satisfaction as service providers know
and deliver what is expected of them
System led benefits in terms of security, accuracy, speed &
availability, cycle time, success rate, operating cost
Profit margin will improve
Efficiency will improve – as staff will work more effectively
as teams.\
IT department will become more effective at supporting the
needs of the business and will be more responsive to
changes in business direction
IT IL B e n e fits
Benefits realisation
itSMF survey - 70% achieving “tangible & measurable” benefits
Meta - 85% resolution on target
- cost per call down 30%
- 50% reduction in new product cycle
Benefits realisation
Section 3 ITIL V2
Section 4 ITIL V3
Service Desk
Service Support
Incident Management
Section 3 ITIL V2
Section 4 ITIL V3
IT Operations
Management
Event
Management
Processe
7-step Improvement s
Process
Function
Service Reporting Service Measurement
Section 1 What is ITIL ?
Section 3 ITIL V2
Section 4 ITIL V3
30
S e rvice S tra te g y Pro ce sse s
Processes
Strategy Generation
Service Portfolio Management
Demand Management
Financial Management
S e rvice Po rtfo lio M a n a g e m e n t
33
Demand Management
Components
Question and Answer
2. Demand Management is
needs
c) Increase the value of IT
v
Technical Service Catalogue
Support Data
Services Hardware Software Applications
S e rvice Le ve lM a n a g e m e n t
Pilot Feedback
Pilot Draft SLA
Capacity Management Focus
Business requirement focus Current Services delivery focus
Availability Management: 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, in a cost-effective manner.
Inputs Outputs
Supplier Management
Business information Supplier and Contracts
Supplier and contracts Database
strategy ( SCD )
Supplier plans and Supplier and contract
strategies
performance information
Supplier contracts ,
agreements and reports
and targets Supplier and contract
review
Supplier and contract
meeting minutes
performance information
Supplier Service
IT information Improvement
Performance issues Plans
Financial information
Supplier survey repor ts
Service information
CMS
Q u e stio n a n d A n sw e r
a) Application Management
b) Capacity Management
c) Computer Operations
Management
d) Release Management
Question and Answer
Inputs &
Outputs
Transi
Transi
tion
tion
Planni
Transition
Planni
60
Configuration, Change and
Release Management
61
Change Management
Change Management: To ensure standardized procedures are used for efficient and
prompt handling of changes.
Analyze and define Identify Configuration Ensure change Ensure that every Ensures that
Item management process is status change a CI information in the
•Strategy followed before goes through is CMDB is accurate
Determine CM Tool and changes are entered
•Scope establish library recorded
into CMDB
•Objectives structure Manage information for
Ensure that the CI before and Conduct periodic
•Roles and Define attributes to appropriate document reviews and audits
CI such as owner, after each status
responsibilities for accompanies the CI in change. e.g.:
CM version, status etc the CMDB
Define the inter- •Ordered
Define Configuration Control the
Management relationships between information pertaining •Received
CI and CI structures to
•Activities •Under test
Record all the •Access,
•Procedure information into CMDB •Under repair
Define CMDB structure •Changes & •Withdrawn
and their •Addition of New items
relationships •For disposal
Manage & Control CM Record and communicate
Identify the Tools and Environment
other resources CI changes to users
required Exercise physical Record and Report
control
•Current data
•Historical data
Release and Deployment
Management
Release and Deployment Management
BUILD ,
RELEASE RELEASE CUSTOMER
CONFIGURE
POLICY PLANNING ACCEPTANCE
& TEST
Define roles and Develop Release Design and build the Involve relevant groups
responsibilities Management Plan release package during acceptance
testing
Define Levels of Identifying scope and Test the release package
Authority content of approved in line with Business performs key
changes requirements functionality user
Release Frequency and acceptance tests as per
Type Prioritizing, planning, Baseline tested version requirements
and scheduling release of release package in
Approach to grouping activities DML Conduct pilot testing in
changes into a release the production
Perform a risk environment (if
assessment for the required)
release
Evaluate acceptance
Prepare communication testing results
and roll back plans
UAT sign off
Define roles and
responsibilities
Release and Deployment Management
Service Validation and Testing
Outputs
Inputs
Configuration Baseline
Service Package (Testing Environment)
Service Level Packages (SLPs) Testing carried out & Test
Service Provider’s Interface Definition Results
Analysis of Results
Service Design Package (Operation Models, (comparison of Actual Vs
Capacity/resource model & Plans, Service
Service Expected Results, Risks
Financial/economic/cost models [with validati
validati identified during test activities
TCO,TCU], service management model, on
on etc.)
Design & Interface specification) && Test Incidents, Test
Testing
Testing problems, Test error records
Activiti
Activiti
Release and deployment Plans es
es Reports delivered to service
evaluation and inputs to CSI
Acceptance Criteria
Request for Change (RFCs)
70
Evaluation
Inputs Outputs
Service Package Evaluation
Service Design Package (SDP) & Evalua
Evalua Report for
tion
tion
Service Acceptance criteria Change
Activi
Activi
(SAC) ties
ties management
Test Results and report
Knowledge Management
Service Knowledge
Management System
Decisions
Configuration Management
Database
Question and Answer
Management is to?
§
a) Account for all financial assets of the organization
b) Provide a logical model of the IT infrastructure,
correlating IT services and different IT components
needed to deliver the services
c) Build service models to justify the ITIL implementations
d) Implement ITIL across the organization
Question and Answer
Question and Answer
a) 1, 2 and 3 only
b) 1 and 3 only
c) 1, 3 and 4 only
d) All of the above
Service Operation
Service Operation Process and
Function
Event Incident Request Fulfillment Problem Management Access Management
Management Management
Service Desk
IT
Technical Application 3rd Party Request
Operations
Management Management Support Fulfillment
Management
Types of Service Desks
Service Desk
Second Line
Support
Applicatio IT Request
Technical 3rd Party
n Operations
Management Support Fulfillmen
Management Management t
Types of Service Desks
San Francisco
Service Desk
Beijing Service
Paris Service Desk
Desk
Virtual
Service Desk
Exception
Filter Warning
e
Event
Information
Event Management
Processes
Incident
Incident Management
Inciden
t/ Problem
Exception Proble Problem Management
m/
Chang
e
Change
RFC
Management
R e q u e st Fu lfillm e n t
Request Fulfillment:
Request Fulfillment
Telephone
Requests Recording of requests
Service Request
E-mail/Voice
Video/Fax Obtain formal approval
requests
events
Closure Info
Closure and
RFC verification
In cid e n t M a n a g e m e n t
Incident Management:
§
Problem Management:
Access Management:
Access Management provides
the right for users to be able
to use a service or group of
services.
Access Management
CSI Model
Business Vision,
What is the
Mission, Goals &
Vision? Obj
Did we Measurement
Get there? And metrics
Process
7 – Step Continuous Improvement
4 . Processing 5 . Analyzing
the data the data
6 . Presenting
3 . Gathering and using the
the data information
7.
2 . Define Implementing
what you can corrective
Measure? action
Identify :
– Vision
1 . Define – Strategy
what you – Tactical Goals
should – Operational
Measure? Goals
Continual Service Improvement
IT IL B e n e fits
a) An occurrence where a
performance threshold has been
exceeded and an agreed Service
Level has already been impacted
b) An occurrence that is significant
for the management of the IT
infrastructure or delivery of
services
c) A known system defect that
generates multiple incident reports
d) A planned meeting of customers
and IT staff to announce a new
Q u e stio n a n d A n sw e r
Section 3 ITIL V2
Section 4 ITIL V3