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ITIL V3 – Module AIntroduction and Overview

Agenda

Let’s Sign SLA, Course Format

What is Service? What is service management?

Cube Representation

ITIL Birth … till date

Function, Role and Processes

Process Model

How to recognize Process?

Service Provider, Business, IT – Boundary Redefined

Service Owner and Process Owner

Portfolio and Catalogue

RACI Model

Risk

PDCA Cycle

IT Governance

Let’s Sign SLA…

Cell Phones in silent mode. Don’t accept calls in hall.

Avoid Laptops to get full benefit of course

Breaks to be matched with course flow

Engineers and Scientists – Log Off… - It is not going to change anything technically ???

Understand why are we learning this -Learn Process standardization to technical teams

Examples – Outside IT – Limited but Welcome

Debates make course interesting. However time is money.

Course Format

Trainer Lead Course

Online – Exam Quest

3 full day Instructor led Sessions

Exam format and details

Let’s not worry. It is simple and easy…common sense documented

Very good passing rate in past …

It is 40 questions objective exam by EXIN, 26 for passing.

Expectation from foundation is on terminologies.

Typical MCQ exam. Beware of NOT, FIRST, LAST, BEST…

PRESS TO RETURN

ITIL V2Foundation

Certificate 1.5

2 ITIL V3 Foundation Certificate in IT Service Management 2

SS SD ST SO CSI

3 3 3 3 3

Lifecycle Modules

OSA PPO RCV SOA

Capability Modules

4 4 4 4

Managing Across the Lifecycle

ITIL Expert*

AdvancedLevel

ITIL V2ManagersCertificate

17

ITIL V3Managers

Bridge5 55

V 3 Foundation Bridge 0.5

ITIL V2Practitioners

Certificate17

ITIL V3 Qualification Scheme

IT Infrastructure Library (ITIL)

Best Practice for IT Service Management

- Proven ‘Good Practice’ that is in wide industry use

Provides detail for other industry frameworks and standards.

For example

- COBIT

- ISO / IEC 20000

First published by OGC, UK Govt. in Late 1980s

Updated to V2 in 2000/2001

- Improved for international audience

- New types of service delivery

Updated to V3 in 2007

- Lifecycle model

- Greater focus on strategy and business outcomes

1

Service and Service Management

A ‘Service’ is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risk

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services

And …

A set of Functions and Processes for mapping services over their Lifecycle

Cube Representation

Services : ERP, Network, Billing, Email

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ProcessesChange,ReleaseProblem

Functions, Roles and Processes (1 of 2)

Function

- A team or group of people and the tools they use to carry out one or more processes or activities

Role

- A set of responsibilities, activities and authorities granted to a person or team

Functions, Roles and Processes (2 of 2)

Process

- A set of activities designed to accomplish a specific objective. A process takes defined inputs and turns them into defined outputs. A process may include roles, responsibilities, tools and management controls required to deliver the outputs

A Process Model

Characteristics of process

How to recognize a process

It is measurable

It delivers specific result

Primary result are delivered to customers or stakeholders

It responds to specific events (Trigger)

Can you think of a process “Arranging a ITIL Training batch” as process and map 4 characteristics?

• Can it be measured?• What result it delivers• Who are customer and what is delivered to them• What is trigger

Definitions …

Service Provider An organization supplying services to one or more internal

customers or external customers

Supplier A third party responsible for supplying goods or services These are required by the service provider to enable them to

deliver services

Contract A legally binding agreement between two or more parties to

supply goods or services

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Service Owner

• Accountable for a specific service within an organization • Responsible for particular service to the customer:

• Initiation and Transition

• Ongoing maintenance and support

• Monitoring and reporting

• Identifying improvement opportunities

• Prime Customer Contact

18

Service Owner – Contd..

• Ensure service delivery & support meet agreed customer requirements

• Identify opportunities for service improvement, discuss with customer

• To liaise with appropriate process owner• Service Manager may be a service owner in smaller

organization:

• Recognized as global service experts

• Drive decision-making process

• Manage service objectives/strategies

• Hold internal/external suppliers accountable

• Coach /mentor other managers

19

Process Owner

• Responsible for ensuring that their process is being performed according to the agreed and documented process and is meeting the aims of the process definition

Responsible for: • Assisting with process design

• Documenting the process

• Make sure the process is being performed as documented

• Making sure process meetings it aims

• Monitoring and improving the process over time

20

Process Owner- Contd…

• Define and review KPI to evaluate the effectiveness, efficiency, and take action if required

• Review proposed enhancements

• Provide input for on-going service improvement program

• Ensuring adequacy of required training for relevant staff

• Process Manager may be a Process Owner in smaller organization

• Responsible for operational management of process

Importance and details of Contracts

Appropriate for external suppliers and always make significant contribution to delivery

Provide for binding legal commitments between customer and supplier

Basis for external supplier agreements where an enforceable commitment is required

Formal binding nature of contract are not at odds with the culture partnering agreement, but rather form the basis upon which trust in the relationship may be founded

Contracts are structured with:

Main body-legal clauses

Elements of service agreement

Attached schedules

Security and business continuity requirement

Disclosure agreement

Most large organizations have specialized legal function

Service Portfolio

Service Portfolio- Contd..

Most effective way of managing all aspects of services through their lifecycle using appropriate management systems and tools and automate processes.

It is most critical management system used to support all processes and describes a providers service in terms of business value- correspond to markets terms, providing a means for comparing service competitiveness across alternative providers.

Articulates business needs and the providers response to those needs.

Basis of a decision framework, a service portfolio either clarifies or helps to clarify the following strategic questions:

Why should a customer buy these services? Why should they buy these services from you? What are the pricing or charge back Models? What are my strengths and weaknesses, priorities and risk? How should my resources and weaknesses, priorities and risk? How should my resources and capabilities be allocated?

Service Portfolio- Contd..

The option of status within the Service Portfolio should include:

o Requirements A set of outline requirements have been received from the business IT for a new or

changed service

o Analyzed The set of requirements for the new service are being analyzed and prioritized

o Approved The set of requirements or the new service have been Finalized and authorized

o Chartered The new service requirement are being communicated and resources and budgets

allocated.o Designed

The new service and its constituent components are being designed and procured, if required

o Developed The service and its constituent components are being developed or harvested, if

applicable o Built

The service and its constituent components are being releasedo Defined

The set of requirements or the new service are being assessed, defined, and documented and the SLR is being produced

Operational The service and its constituent components are operational within the live environment

Retired The service and its constituent components have been retired

Service Catalog Part of the Service Portfolio

Services available for deployment or use

Information to be shared with customers

Business Service Catalog Services of interest to customers Relationships to the business units and business process that rely upon

the IT services

Technical Service Catalog Underpinning services of interest of IT Relationships to the supporting services, shared services, components

and CI necessary to support the provision of the service to the business

Story of 4 people…

There are four people named Everybody, Somebody, Anybody and Nobody.

There was an important work to be done. Everybody was asked to do it. Anybody could have done it, but nobody did it. Everybody thought that anybody could do it, but nobody realised that at least somebody should do it.

Finally, everybody blamed somebody while nobody accused anybody.

5

RACI Model

Most business revolve around activities and decisions of particular service

A RACI model can be used to help define roles and responsibilities It identifies the activities that must be performed along side the

various individuals and roles involved RACI is an acronym for the four main roles of:

Responsible – The person or people responsible for getting the job done (means correct execution of process & activities)

Accountable – Only one person can be accountable for each task ( Ownership of quality, and end result of process )

Consulted – The people who are consulted and whose opinions are sought ( involvement through input of knowledge & information

Informed – The people who are kept up-to-date on progress (Receiving information about process execution and quality)

Example RACI Model

Process owner

Service Manager

SecurityManager

TIM Head

Chief Architect

Process Owner

Create a framework for defining IT services

C R C C I C

Build an IT service catalogue C R I C I C

Define SLA for critical IT services C A/R C R I R

Monitor and report SL performance I A/R I I I R

Review SLAs, OLAs and UCs C A/R C R I R

Review and Update IT service catalogue C R I C I C

Create service improvement Plan I R I C I R

•One Process can have only one “A” i.e. Accountable.

•There can be more people “R”.

•If any line comes without a single “A”, try using 5th standard lesson of “Change the voice”.

Risk Management and Analysis

Risk Management and Analysis- Contd..

• Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat.

• Managing risks requires the identification and control of the exposures to risk, which may have an impact on the achievement of an organizations business objectives.

• There are two distinct phases. Risk analysis and risk management.

• Risk analysis is concerned with gathering information about exposure to risk so that the organization can make appropriate decisions and manage risk appropriately.

• Management of risk involves having processes in place to monitor risks, access to reliable and up to date information about risks, the right balance of control in place to deal with those risks, and decision- making processes supported by a framework of risk analysis and evaluation.

• Management of risk covers a wide range of topics, including business continuity management (BCM), security, program/Project risk management and operational service management.

Plan, Do, Check, Act Model

Governance

Small Exercise

Explain the Exercise and Break

1. Critical Points to be considered before entering into a new service as business.

2. Having decided to enter into a new services, what are the preparations to be done

3. Having a customer accepted to buy your services, What are the tasks you would like to do before starting assignment

4. How do you run business after you take over responsibility to run service

5. How do you ensure that being in business, you retain the customers and optimise services

Summary… We are here

ITIL V3 Overview

Course and Exam format ITIL Certification Service, Service Management Cube Process Definition, Characteristics Service Provider, Contract Boundary – ITIL and Commercial Portfolio and Catalogue RACI Model Risk Management PDCA – Deming Wheel Governance

Here on …

Life Cycle Stages Service Operation Service Transition Service Design Service Strategy