04 Mod03 Key Principles

Key Principles, Models and Concepts

HF422S C.01 2008 Hewlett-Packard Development Company, L.P.

Service ProviderAn organization supplying services to one or more internal customers or external customers


RACI ModelA RACI model can be used to help define roles and responsibilitiesIt identifies the activities that must be performed alongside the various individuals and roles involvedRACI is an acronym for the four main roles of:

Responsible The person or people responsible for getting the job doneAccountable Only one person can be accountable for each taskConsulted The people who are consulted and whose opinions are soughtInformed The people who are kept up-to-date on progress

HF422S C.01 2008 Hewlett-Packard Development Company, L.P.HIDDEN SLIDE FOR STUDENT NOTES ONLY

Example RACI ModelNote: there is always one, and only one, person accountable for every activity

Director Service ManagementService Level ManagerProblem ManagerSecurity ManagerProcurement ManagerActivity 1ARCIICActivity 2ARCCCActivity 3IARICActivity 4IARIActivity 5IIACR


Process OwnerResponsible for:Assisting with Process DesignDocumenting the processMaking sure the process is being performed as documentedMaking sure the process meets its aimsMonitoring and improving the process over time


Service OwnerThe Service Owner is accountable for a particular service

Initiation and transition (after the service has been chartered)Ongoing maintenance and support Monitoring and reportingIdentifying improvement opportunities


Summary of key roles* This role is also known as Service Manager

IT/ServiceBusiness/Customer/ UserStrategyProduct Manager*Business Relationship ManagerLifecycleService OwnerService Level ManagerOperationalService DeskService Desk


Suppliers and ContractsSupplier

A third party responsible for supplying goods or servicesThese are required by the service provider to enable them to deliver servicesContract

A legally binding agreement between two or more parties to supply goods or services


Service PortfolioService Knowledge Management SystemService PortfolioService LifecycleService PipelineServiceStatus:RequirementsDefinedAnalysedApprovedCharteredDesignedDevelopedBuiltTestReleasedOperationalRetiredService CatalogueRetired ServicesCustomer/support team viewable (the Service Catalogue, with selected fields viewable)Services move from the Pipeline to the Catalog at any time between the Chartered and Released phases, depending on when the service provider wants the customer to see them Crown Copyright 2007. Reproduced under licence from OGC.


Service CatalogPart of the Service PortfolioServices available for deployment or useInformation to be shared with customersBusiness Service Catalog

Services of interest to customersTechnical Service Catalog

Underpinning services of interest to IT


Risk Management and AnalysisDefine a frameworkEmbed and reviewIdentify the risksGain assurances about effectivenessIdentify probable risk ownersImplement responsesEvaluate the risksSet acceptable levels of risk Identify suitable responses to risksRisk management (control)Risk analysis (identification)


Plan, Do, Check, Act Model (Deming Cycle) Manage ServicesOther teams, e.g. SecurityCustomer requirementsBusiness requirements

PLANPlan servicemanagement& servicesManagement Responsibility

HF422S C.01 2008 Hewlett-Packard Development Company, L.P.[Course Title][Module Title]ITIL V3 Foundation for IT Service Management

Governance

Corporate Compliance

IT ServiceManagementCorporate GovernanceIT GovernanceIT ComplianceGovernance demands corporate fairness mandates transaction transparency holds executives accountable


Service PortfolioWhat are the three elements of a service portfolio? Service portfolio, business service catalog, technical service catalogService Knowledge Management System, service portfolio, service lifecycleService pipeline, service catalog, retired servicesChartered, operational, retired


Risk ManagementWhich of the following statements is INCORRECT regarding risk analysis and risk management? Risk analysis gathers information about exposure to threatsRisk management ensures controls are in place to deal with threatsRisk analysis may identify SLAs considered unacceptableRisk Management is responsible for security, availability and IT service continuity within an organization


[Course Title]

HF422S C.00 2008 Hewlett-Packard Development Company, L.P.[Course Title]

HF422S C.00 2008 Hewlett-Packard Development Company, L.P.[Course Title]HIDDEN SLIDE FOR STUDENT NOTES ONLYHF422S C.00 2008 Hewlett-Packard Development Company, L.P.[Course Title]








HF422S C.00 2008 Hewlett-Packard Development Company, L.P.[Course Title][Course Title][Module Title]ITIL V3 Foundation for IT Service Management


HF422S C.00 2008 Hewlett-Packard Development Company, L.P.[Course Title]HF422S C.00 2008 Hewlett-Packard Development Company, L.P.[Course Title]HF422S C.00 2008 Hewlett-Packard Development Company, L.P.

04 Mod03 Key Principles

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