FreeITIL® Training.com Download Report · Welcome to your Complementary Download Report This...

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Welcome to your Complementary Download Report This document is supplementary to the information available to you online at freeITILtraining.com. You can use it to read offline, to print out and to annotate key points. This document is yours to keep after your online access has ended.

Icons

Contents

TipThis will remind you of something you need to take note of or give you some exam guidance.

Definition Key concept or term that you need to understand and remember.

Role Job title or responsibility.

Purpose or Objective For a process, practice or activity.

IP and Copyright Information © IT Training Zone Ltd. and AXELOS Limited 2019. All rights reserved ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. Text in "italics and quotation marks" source: ITIL 4 Foundation Manual. Copyright AXELOS Limited 2019. Material is reproduced under license from AXELOS Limited. All rights reserved.

Welcome to your Complementary Download Report 1 ............................................

Icons 1 .................................................................................................................................

1. Welcome! 3 ...................................................................................................................

2. The History of ITIL 4 ........................................................................................................

3. Service Management Key Concepts 6 .....................................................................

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FreeITIL®Training.com3.1. Service Management 6 .........................................................................................

3.2. Organizations 7 ......................................................................................................

3.3. Value Co-creation 8 ..............................................................................................

3.4. Who’s Who in Service Management? 8 ..............................................................

3.5. Products and Services 9 ........................................................................................

4. Guiding Principles 11 ....................................................................................................

5. Four Dimensions of Service Management 12 ............................................................

6. The Service Value System 13 .......................................................................................

7. ITIL Practices 16 .............................................................................................................

7.1. Types of Practice 16 ...............................................................................................

7.2. Change Control 18................................................................................................

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1. Welcome! Welcome to your free introduction to ITIL from ITSM Zone, world leaders in online service management training!

Throughout my career, I’ve seen the benefits that ITIL can deliver in organisations of all sizes, and in all sectors. With this free course, you can get a taster of what ITIL can offer and information to help you decide on your next steps – whether that’s taking a training course, engaging with the community or trying something out in your own workplace.

I hope you find this report useful. If you’d like to keep in touch, you can follow me on twitter @ClaireAgutter, or for company news follow @ITSMZone.

Kind regards

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Claire Agutter Lead Tutor ITSM Zone

Ctrl + click the logo to view the full ITSM Zone training catalogue

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2. The History of ITIL ITIL was first developed by the UK government in the 1980s, to help improve the quality of IT services and IT projects. The Central Computer and Telecommunications Agency (CCTA, later renamed the Office of Government Commerce) was tasked with developing a framework for efficient and financially responsible use of IT resources in a government environment. The earliest version of ITIL was called the Government Information Technology Infrastructure Management (GITIM). GITIM focused on service support and service delivery but was very different from the current version of ITIL. Large companies and government agencies started to adopt ITIL, spreading service management across the world.

In 2000, Microsoft used ITIL to develop the Microsoft Operations Framework. In 2001, version 2 of ITIL was released, with training based around the Service Support and Service Delivery core volumes. Hundreds of thousands of people around the world took ITIL training and certifications to help them manage IT services and environments.

In 2007, version 3 of ITIL was released, with an update to v3 in 2011. V3 of ITIL was based around a service lifecycle:

▪ Service strategy

▪ Service design

▪ Service transition

▪ Service operation

▪ Continual service improvement

The newest ITIL version is ITIL 4. Released in 2019, ITIL 4 has evolved to a value system focused approach and can be integrated with other management practices like Agile and DevOps.

ITIL has evolved into a common framework for the management of all IT activities. It is vendor-neutral, non-prescriptive guidance that helps IT organizations align themselves with their customers and deliver outcomes that offer real value. ITIL is now owned and managed by AXELOS, a joint venture between Capita and the UK government’s Cabinet Office.

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3. Service Management Key Concepts

3.1. Service Management

As a customer, you interact with organization’s service management capabilities regularly. When you phone a helpdesk, send in an email, visit a

Think about… The products and services that we buy and consume need to add value to our lives, or we won’t continue to consume them.

▪ What products and services are essential to your day to day life?

▪ How many of them rely on technology? (also defined as ‘IT enabled’)

Possible considerations… Think about a typical day in your life. When your alarm goes off, do you check your phone? Or turn on the TV and watch the news? Do you drive to work or get public transport? Or maybe work from home using a laptop and cloud-based software packages.

Subscription TV packages, the apps on your cell phone, online banking, public transport ticketing systems…technology is now embedded in many areas of our lives.

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Service management

“Service management is a set of specialized organizational capabilities for enabling value to customers in the form of services.”

Value“Value is the perceived benefits, usefulness and importance of something.”

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FreeITIL®Training.comstore, or buy a product, you form an opinion about the organization’s service management capabilities.

“ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.”

An organization can only develop these specialized organizational capabilities when it understands:

▪ The nature of value

▪ The nature and scope of the stakeholders involved

▪ How value creation is enabled through services

3.2. Organizations

From an ITIL perspective, an organization might be:

▪ A single person

▪ A team within an organization

▪ A legal entity (a company, or a charity)

▪ A government department or public sector body

Organization“An organization is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.”

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FreeITIL®Training.com3.3. Value Co-creation

Organizations need to collaborate with their customers and consumers, as well as the suppliers that help them to offer valuable services. Each product and service is surrounded by a web of service relationships.

3.4. Who’s Who in Service Management? The organization that is providing services is the service provider. A service provider must understand who its customers or consumers are, and which other stakeholders are part of its wider service relationships.

The service consumer is the person or organization that is receiving a service. In ITIL 4, consumer is a broad term that includes these roles:

▪ Customer

▪ User

Co-creation

Co-creation is as business strategy focusing on customer experience and interactive relationships. Co-creation allows and encourages a more active involvement from the customer to create a value rich experience.

Source: businessdictionary.com

StakeholderA stakeholder is “a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.”

Service Relationship

A service relationship is “a co-operation between a service provider and a service consumer. Service relationships include service provision, service consumption, and service relationship management.”

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3.5. Products and Services The services an organization provides are based on one or more products. Products are created from configurations of the resources an organization has access to. Resources include:

▪ People

▪ Information

▪ Technology

▪ Value streams

▪ Processes

▪ Suppliers

▪ Partners

Service

“A service is a means of enabling value co-creation, by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”

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https://itsm.zone/online-courses/service-management-training/itil/


Product“A product is a configuration of an organization’s resources designed to offer value for a consumer.”

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4. Guiding Principles

Many things change in day to day operations:

▪ Goals

▪ Key staff

▪ Strategies

▪ Types of work

▪ Management structure

The principles remain constant, no matter what else changes. The guiding principles should encourage and support continual improvement. They apply across the whole organization at all levels – ALL staff should be aware of them. In each situation, staff and organizations should consider their principles and what is applicable. Not all principles are relevant in every situation, but they all be reviewed on each occasion to assess if they are appropriate.

Guiding Principles

“A guiding principle is a recommendation that guides an organization in all circumstances.”

ITIL Guiding Principles

The ITIL guiding principles are:

▪ Focus on value ▪ Start where you are ▪ Progress iteratively with feedback ▪ Collaborate and promote visibility ▪ Think and work holistically ▪ Keep it simple and practical ▪ Optimize and automate

Hint Remember that the principles are not standalone, they all interact with and depend on each other.

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5. Four Dimensions of Service Management The four dimensions are:

▪ Organizations and people

▪ Information and technology

▪ Partners and suppliers

▪ Value streams and processes

They are relevant to all elements of the Service Value System (SVS). Failing to consider all of the four dimensions can lead to services that offer poor quality or efficiency or may even mean services aren’t delivered at all. The four dimensions can overlap and interact in unpredictable ways. The four dimensions must be considered for every service.

The figure below shows the four dimensions:

! ITIL 4 Foundation fig. 3.1 The four dimensions of service management

© Copyright AXELOS Ltd 2019. All rights reserved. Material is reproduced under license from AXELOS Ltd

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6. The Service Value System The ITIL Service Value System (SVS) is “a model representing how all the components and activities of an organization work together to facilitate value creation.” It includes:

▪ Guiding principles

▪ Governance

▪ Service value chain

▪ Practices

▪ Continual improvement

▪ Inputs and outcomes

The key message for the ITIL SVS is:

“The ITIL SVS describes how all the components and activities of an organization work together as a system to enable value creation. Each organization’s SVS has interfaces with other organizations, forming an ecosystem that can in turn facilitate value for those organizations, their customers, and their stakeholders.”

The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. The figure below shows the SVS:

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FreeITIL®Training.comThe table below explains the areas on the figure:

Table 1 The SVS

The SVS will:

▪ Increase flexibility

SVS Area Explanation

Opportunity/demand

Opportunities represent options or possibilities to add value for stakeholders or otherwise improve the organization. Demand is the need or desire for products and services that originates from internal and external consumers.

Value The outcome of the SVS is value. The SVS can enable the creation of different types of value for different stakeholders.

Guiding Principles

The guiding principles are recommendations that can guide an organization in all circumstances, regardless of changes in goals, strategies, types of work or management structure.

Service Value Chain

The service value chain is a set of interconnected activities that an organization performs in order to deliver a valuable product or service to its consumers and to facilitate value realization.

Practices The ITIL practices are sets of organizational resources designed for performing work or accomplishing an objective.

Continual Improvement

Continual improvement is a recurring organizational activity performed at all levels to ensure that an organization’s performance is always aligned to changing stakeholder expectations.

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FreeITIL®Training.com▪ Support a holistic view ▪ Enable integration ▪ Support resilience and agility

7. ITIL Practices

Each ITIL practice supports multiple service value chain activities. Practices are made up resources from the 4 dimensions of service management:

▪ Organizations and people

▪ Information and technology

▪ Partners and suppliers

▪ Value streams and processes

7.1. Types of Practice There are three types of practice:

▪ General management practices Adopted and adapted for service management from business management

▪ Service management practices Have been developed in service management and IT service management

▪ Technical management practices Originated in technology management and have been adapted for service management

Practice“A practice is a set of organizational resources designed for performing work or accomplishing an objective.”

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FreeITIL®Training.comThe table below shows the full list of ITIL practices:

General Management Practices

Service Management Practices

Technical Management Practices

Architecture management Availability management

Deployment management

Continual improvement Business analysisInfrastructure and platform management

Information security management

Capacity and performance management

Software development and management

Knowledge management Change control

Measurement and reporting Incident management

Organizational change Management IT asset management

Portfolio management Monitoring and event management

Project management Problem management

Relationship management Release management

Risk managementService catalogue management

Service financial management

Service configuration management

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Table 2: ITIL Practices

The course covered one ITIL practice in more depth: change control (often referred to as change management).

7.2. Change Control

Strategy managementService continuity management

Supplier management Service design

Workforce and talent management Service desk

Service level management

Service request management

Service validation and testing

Change“A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services.”

Change Control

The purpose of continual improvement is to “to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.”

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The change schedule is used to help plan changes, assist in communication, avoid conflicts and assign resources.

Table 3 Types of Change

Each organization will define its own scope for change control. This often includes:

▪ IT infrastructure

▪ Applications

Change Authority

The person or group who authorizes a change is referred to in ITIL as the change authority. Change authority may be decentralized in organizations working at high speed and in agile environments, meaning peer review is more important and becomes an indicator of high performance.

Change Type Definition

Standard Standard changes are low risk, preauthorized changes. They are well understood and documented so they can be implemented without additional authorization.

Normal Normal changes need to be scheduled, assessed and authorized via the organization’s defined process. Lower risk changes will need less scrutiny than high risk changes. Many organizations have tools in place that manage change request workflows, automating the process where it makes sense to do so.

Emergency Emergency changes need to be implemented as soon as possible, perhaps in response to an issue or a security breach. They are assessed and authorized when possible, but some steps (e.g. testing) might be left out if the level of urgency justifies it. There may be a separate change authority for emergency changes.

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FreeITIL®Training.com▪ Documentation

▪ Processes

▪ Supplier relationships

▪ Any other relevant areas

Ctrl and Click to view all best practice training from ITSM Zone

!

Next Steps… For your next steps, why not consider:

▪ How you can engage with the service management community online or in person

▪ What improvement opportunities you have in your own organization

▪ What further training might support your goals

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