2 itil v3 concepts v1.8

ITIL@iNautix

Shivakumar

Recap

What is ITIL?

What are the benefits of ITIL?

Total number of process & function in ITIL V3

What are the different life cycle phases of ITIL V3 Core Framework?

What do you mean by Service?

What is process, function and role?

What do you mean by incident?

What is the difference between incident and problem?

What is the difference between normal change and standard change?

Key Principles & Concepts

Utility and Warranty

Utility and Warranty come handy when characterizing and checking the value of a IT Service as it progresses throughout its lifecycle.

– Utility - Functionality offered by a Product or a Service to meet a particular need. Utility is often summarized as “what it does”.

– Warranty - A promise or guarantee that a Product or a Service will meet its agreed requirements (”how it is done”).

Capabilities & Resources

Capability is the ability of an organization, person, process, application configuration item or IT services to carry out an activity.

Resources is a generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.

Objectives, CSFs, KPIs, Metrics, and Measurements

Objectives: Establish the reason for measurement. Measurement in itself has no value. Rather, it only has value in as much as it supports achievement of specific objectives.

Critical Success Factors: Define specific things that must happen if objectives are to be achieved.

Key Performance Indicators: Are metrics which specifically indicate progress or performance around or toward Critical Success Factors.

Metrics: Are the definitions of what will be measured and how it will be measured.

Measurements: Are the actual readings taken based upon a specific metric.

Objectives

Critical Success Factor

Key Performance Indicators

Metrics

SLA & OLA

Service level Requirements (SLR): Is a set of targets and responsibilities documented and agreed witihin and SLR for each proposed new or changed service. SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets.

Service Level Agreement (SLA) : Is a written agreement between an IT service provider and the IT customer, defining the key service targets and responsibilities of both parties.

Operational Level Agreement (OLA): Is an agreement between an IT service provider and another part of the same organization that assists with the provision of services.

Underpinning Contract (UC) : Is a contract between service provider and an external supplier covering delivery of service that support the IT organization in their delivery of services.

ClientsClientsClientsClients

SLA - Service Level AgreementSLA - Service Level Agreement

Service ITService IT

SLM - Service Level ManagementSLM - Service Level Management

Service ITService IT

SLM - Service Level ManagementSLM - Service Level Management

OLA - Operational Level AgreementOLA - Operational Level Agreement UC - Underpinning ContractsUC - Underpinning Contracts

INTERNALINTERNALINTERNALINTERNAL EXTERNALEXTERNALEXTERNALEXTERNAL

SLA & OLA

Service Portfolio & Service Catalogue

Service Portfolio– Contains information and all future requirements for every service– Supports all processes– Designed by Service Design– Owned and managed by Service Strategy

Service Catalogue– Is a subset of Service Portfolio– Is a customer-facing view of the IT Services in use.– Contains

Details of all operational services Summary of all services and customer characteristics.

Service Design Package– Defines a set of design constraints– Passes the package to Service Transition

Details and requirement of the Services.

Benchmarks

Provides Insight into Quality & Performance– Relative to

Standards Best Practice Peer Groups/organizations

Act as a lever

Provides Direction

Identifies Opportunities

Basis for Quick Wins

Governance

Governance is about Exerting Control

Enterprise Governance– Span Corporate & Business Governance

Corporate Governance– Transparency & Accountability

IT Governance– Control Over IT Service Lifecycle.

RACI Model

Responsibility– Correct Execution of Process & Activities

Accountability– Ownership of Quality & Process Outcomes

Consulted– Knowledge & Information Input

Informed– Receive information About Quality of Process (Qop)

RACI

Responsible – Those responsible to do the task.

Accountable – Only 1 person

Consulted – Those who are consulted

Informed – Those informed on progress

PDCA (Deming Cycle)

PDCA provides a method for improving any process systematically

The goal is to identify errors or omissions that cause the output of the process to fall short of expectations

Four steps in the PDCA cycle

Plan how to improve a service first by identifying and measuring Key Performance Indicators (KPIs)

Do (implement) changes designed to improve the KPIs.

Check KPI performance to evaluate if the changes are achieving the desired result.

Act (implement) changes on a larger scale if the experiment is successful.

Financial Management

Budgeting– The process of predicting and controlling the spending of money within the

enterprise - consists of a periodic negotiation cycle to set budgets, usually annual, and the day-to-day monitoring of the current budgets.

IT Accounting– The set of processes that enable the IT organization to fully account for the way its

money is spent, particularly the ability to identify costs by customer, by service or by activity. It usually involves ledgers and should be overseen by someone trained in accountancy.

Charging– The set of processes required to bill a customer for the services supplied to them.

To achieve this requires good IT Accounting, to a level of detail determined by the requirements of the analysis, billing and reporting processes.

Billing– Bills must be:

Simple, Understandable & Justifiable

Various non-proprietary frameworks and methods

Sample Questions

The ITIL V3 core is structured around?

a) An Operations Lifecycle

b) An IT Management Lifecycle

c) A Service Lifecycle

d) An Infrastructure Lifecycle

Functions are BEST described as?

a) A body of knowledge

b) Closed loop systems

c) Self-Contained units of organization

d) Project focusing on transformation

The priority of an Incident is BEST described as?

a) The relative importance of the Incident based on impact and urgency

b) The speed with which the incident needs to be resolved

c) The number of staff that will be assigned to work on the Incident so that it is resolved in time

d) The escalation path that will be followed to ensure resolution to the Incident

ITIL Foundation Exam Format

One Hour Proctored Exam

Closed-book

40 Multiple-choice questions

Pass mark is 65% (26 correctly answered out of 40)

The Foundation Certificate in IT Service Management (ITIL Foundation) guarantees your understanding of the basic terms, concepts, and relationships between ITIL processes.

ITIL Qualification Scheme

2 itil v3 concepts v1.8

Business

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