ITIL Foundation - ALC Training used in the ITIL Foundation Workbook ITIL ... Service Design, ITIL...

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Transcript of ITIL Foundation - ALC Training used in the ITIL Foundation Workbook ITIL ... Service Design, ITIL...

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    ITIL FoundationDiagrams used in the ITIL FoundationWorkbook

    ITIL is a Registered Trade Marks of Axelos Limited. Sections of the ITILReference Manuals have been reproduced under licence from Axelos Limited

    All material copyright of ALC Education and Consulting Pty Ltd unless otherwiseindicated.

    The text in this courseware is based on the Official ITIL Best PracticePublications, AXELOS MATERIAL 2011 EDITION: ITIL Service Strategy, ITIL

    Service Design, ITIL Service Transition, ITIL Service Operation, ITIL ContinualService Improvement

    http://www.alc-group.com/

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Process Model

    Process Owner hasresponsibility toensure processobjectives are met

    Process can spanorganisational andgeographicboundaries

    Process control

    Process owner

    Process policy

    Process objectives

    Processdocumentation Process feedback

    Process activitiesProcess metrics

    Process roles

    Processprocedures

    Processimprovements

    Process workinstructions

    Process resourcesProcess

    capabilities

    Process

    Process enablers

    Triggers

    Processinputs

    Processoutputs

    Including processReports and

    reviews

    Copyright AXELOS Limited 2014 Reproduced under license from AXELOS

    Introduction Slide 16

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Service Lifecycle

    3

    Each volume of the core is represented in theService Lifecycle:

    Service Strategy represents policies and objectives.

    Service Design, Service Transition and ServiceOperation are progressive phases of the Lifecyclethat represent change and transformation.

    Continual Service Improvement represents learningand improvement.

    The architecture of the ITIL Core is based on a Service Lifecycle.

    Copyright AXELOS Limited 2014 Reproduced under license from AXELOS

    Continualservice

    improvement Servicetransition

    Servicestrategy

    ServiceOperation

    Servicedesign

    Service Lifecycle Slide 25

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Service Lifecycle

    4

    The business/customersRequirements

    Change proposaland service charters

    Servicestrategy

    StrategiesPolicies

    Resources andconstraints

    Servicedesign

    Servicetransition

    Serviceoperation

    Continualserviceimprovement CSI register, improvement

    actions and plans

    Achievementsagainst targets

    Operational/liveservices

    Businessvalue

    Solutiondesign

    Architectures Standards

    Service design packages

    New/changed/retired services

    Testedsolutions

    SKMS updatesImplementationOf transition plans

    Serviceportfolio

    Servicecatalogue

    Serv

    ice

    know

    ledg

    em

    anag

    emen

    t sys

    tem

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    Service Lifecycle Slide 26

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Components of Value

    Services contribute value to an organisation only when their value isperceived to be higher than the cost of obtaining the service.

    5

    Preferences Perceptions

    Value

    Businessoutcomes

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    Service Lifecycle Slide 30

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Value of a Service

    6

    Value of a Service:

    Utility of a service - The functionality of an IT Service from the Customer's perspective(what the Service does)

    Warranty of a service - The assurance that an IT Service will meet agreed requirements(how well it does it)

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    +

    -++

    +

    Businessoutcomes

    Business unit(internal customer)

    Customer assets

    Capabilities

    Resources

    Risks

    Performancepotential

    Demand

    Service provider (IT)

    Service assets

    Capabilities

    Resources

    Costs

    Servicepotential

    Idle capacity

    Service(utility and warranty) -

    Service Lifecycle Slide 33

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Value Creation

    7

    From the customers perspective, value consists of two primary elements: utility or fitness forpurpose and warranty or fitness for use.

    Utility of a Service is perceived by the customer as animprovement in performance of tasks. Removal ofconstraints on performance is also perceived as a positiveeffect.

    Warranty of a Service is derived from the positiveeffect being available, with sufficient capacity anddependable in terms of continuity and security.

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    Service Lifecycle Slide 34

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Service Assets

    8

    Service Assets create value and comprise the capabilities andresources of a service provider

    Service Lifecycle Slide 37

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    A Collection of Assets

    9

    Business unit

    Asset

    Create value

    Consumeassets

    Generate returns(or recover costs)

    ProspectsCompetitorsRegulatorsSuppliers

    Influence

    Demand

    Supply

    Management

    Organization

    Processes

    Knowledge

    People

    Information

    Applications

    Infrastructure

    Financial capital

    Coordinate,control, anddeploy

    Customers

    Goods/Services

    Capabilities

    Resources

    Business unit

    Service

    Create value

    Consumeassets

    Generate returns(or recover costs)

    ProspectsCompetitorsRegulatorsSuppliers

    Influence

    Demand

    Supply

    Management

    Organisation

    Processes

    Knowledge

    People

    Information

    Applications

    Infrastructure

    Financial capital

    Co-ordinate,control anddeploy

    Customers

    Goods/Services

    Capabilities

    Resources

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    Service Lifecycle Slide 38

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Service Portfolio

    Copyright AXELOS Limited 2014Reproduced under license from AXELOS

    Service portfolio

    Service catalogueServicepipeline

    Retiredservices

    Configuration management system

    Customerportfolio

    Applicationportfolio

    Supplier and contractmanagement information

    system

    Customeragreement

    portfolio

    Projectportfolio CMDB

    Service Strategy Slide 47

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Demand Management Process

    11

    Analyse and influence patterns of business activity (PBA) across the whole portfolio. Study the customers business to identify analyse and modify patterns of business

    activity.

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    Pattern of

    business

    activity

    Business

    process

    Service

    process

    Demand

    management

    Capacity

    management

    plan

    Incentives and

    penalties to influence

    consumption

    Demand pattern

    Service belt

    Delivery schedule

    Service Strategy Slide 53

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    4 Ps Key Principles

    The implementation of ITIL Service Management as a practice is aboutpreparing and planning the effective and efficient use of the four Ps:

    12

    Copyright AXELOS Limited 2014. Reproduced under license from AXELOS

    People

    Products/technologyProcesses

    Partners/suppliers

    Service Design Slide 66

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Two-view CatalogueThe service catalogue

    Businessprocess 1

    Businessprocess 2

    Businessprocess 3

    Service A Service B Service C Service D Service E

    Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

    Links to relatedinformation

    Service assets/configuration records

    Key = Customer-facing services = Supporting services

    Business/customerservice catalogue view

    Technical/supporting service catalogue view

    Copyright AXELOS Limited 2014Reproduced under license from AXELOS

    Service Design Slide 71

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    Three-view CatalogueThe service catalogue

    Service A Service B Service C Service D Service E

    Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

    Links to relatedinformation

    Service assets/configuration records

    Key = Customer-facing services = Supporting services

    Wholesale service catalogue view Retail service catalogue view

    Wholesalecustomer 1

    Wholesalecustomer 2

    Retailcustomer 1

    Retailcustomer 2

    Copyright AXELOS Limited 2014Reproduced under license from AXELOS

    Service Design Slide 72

  • Creating a culture of excellence using best practice Copyright ALC Group Pte Ltd 2014

    SLR, SLA, O