Prepared by Kadimil

ITIL v3 Certification Scheme

Overview

Terminology

ITIL Lifecycle phasesService StrategyService DesignService TransitionService OperationContinual Service Improvements

ITIL v3 Certification Scheme

This presentation is on ITIL v3 Foundation Certificate

OverviewYour purpose – Certification vs. LearningCertification track

2 hours introduction6 hours self-study and mock testshttp://taruu.com/Documents/ITIL%20v3%20Founda

tion%20Study%20Guide%20v4.2.2.5.pdfThe Art of Service – ITIL v3 Foundation Complete

Certification Kit (book and online course)Mock tests

http://www.itskeptic.org/itil-version-3-certification-eight-sources-free-it

http://www.accelerated-ideas.com/exams/practice-exam.aspx?group=ITIL&fq=1&qmax=15

OverviewLearning track

2 hours introduction15 hours self-study and mock testsSkillPort - Course Curricula/English - US/IT

Professional Certifications/IT Infrastructure Library (ITIL)/ITIL V3/IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 exam

Exam registrationhttp://pearsonvue.com/exin/ or

http://www.register.prometric.com/Centers.asp Fees - $174; 1 hour exam; 40 questions; 26 out

of 40 to pass (65%)

OverviewOffice of Govt Commerce in the UK owns

trademark of ITIL as the ITIL framework evolved from their efforts to document how successful organizations approached service management.

ITIL describes good practices and best practices, including those documented by Public frameworks, Standards, wide-industry best practices etc

TerminologyITSM – A set of specialized organizational

capabilities for providing value to customers in the form of services

Service – A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. E.g. Pizza delivery service, Payroll service

Service owner – The person who is accountable for the delivery of a specific service.

TerminologyProcess – A set of coordinated activities combining

and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. E.g. Availability management process

Process owner – The person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.

Functions – A team or group of people and the tools they use to carry out one or more processes or activities. E.g. Service Desk, IT Operations management

TerminologyRACI chart – Connecting processes and

functions by the way of defining clear roles and responsibilities

ITIL Lifecycle Phases

Service StrategyDefine strategic objectives of the IT

organizationStop and think WHY something has to be

done, before thinking HOW

Service PackageCore Service PackageSupporting Services PackageService Level Package

Service StrategyCreating Value

Service Strategy - ProcessesService Portfolio Management

It contains 3 service groups – Service Pipeline, Service Catalogue, Retired Services

Balancing Service Portfolio – Run the Business, Grow the Business, Transform the Business

Service Strategy - ProcessesFinancial Management

It manages conflicting perspectives of IT and Business in terms of IT capabilities and Business opportunities

Three fundamental activities – Funding/Budget, Accounting, Charging/Chargeback

Service Strategy - ProcessesDemand Management

Objective: Identification and analysis of Patterns of Business Activity and user profiles; And maintaining business and customer satisfaction while reducing excess capacity

Two ways to influence or manage Demand Physical/Technical constraints – e.g. restrict

number of connections, users etc Financial chargeback – e.g. extra charges for over

capacity quotas

Service Design

Concerned primarily with the design of IT services

Designs to convert strategic objectives into Services

Service Design - ProcessesService Level Management (Design phase)

Primary goal is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.

Service Level Agreement vs Operational Level Agreement

Three types of SLAs – Customer based SLA, Service based SLA, Multi-level SLA(Corporate level, Customer level, Service level)

Service Design - ProcessesSupplier Management

Primary goal is to manage suppliers and services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained.

Types of Supplier Agreements – Co-sourcing, Multi-sourcing, Business Process Outsourcing, Knowledge Process Outsourcing etc

Supplier and contract information is stored in Supplier and Contract Database (SCD).

Service Design - ProcessesService Catalogue Management

Primary goal is to ensure that a Service Catalogue is produced, maintained and always contains accurate information.

Two Types Business Service Catalogue - e.g. various Business

Processes Technical Service Catalogue – e.g. Hardware,

Software, DB, etc They two interact to provide services to customers

Service Design - ProcessesCapacity Management

Primary goal is to ensure that the current and future capacity and performance demands of customers regarding IT service provision are delivered.

Main activities Performance monitoring Application sizing Tuning Capacity planning Reporting, etc

Service Design - ProcessesAvailability Management

Primary goal is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business.

Incident life cycle

Service Design - ProcessesIT Service Continuity Management

Primary goal is to support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed time scales.

Service Design - ProcessesInformation Security Management

Primary goal is to align IT security with Business security and ensure that information security is effectively managed in all services and IT Service Management activities.

Three major aspects Confidentiality Integrity Availability

Service TransitionIt focuses on the vulnerable transition from

Design phase to Operation phase of a new/enhanced service.

It is critical as technical/functional errors NOT found during this phase will result in significantly higher impact levels to the business and/or IT infrastructure and will usually cost much more to fix once the Service is in operation.

Service Transition - ProcessesKnowledge Management

The primary purpose is to improve efficiency by reducing the need to rediscover knowledge. This requires accessible, quality and relevant data and information available to staff.

Moving from data to wisdom Data Information (Who, what, when, where?) Knowledge (How?) Wisdom (Why?)

Service Transition - ProcessesService Asset and Configuration Management

The goal is to support the agreed IT service provision by managing, storing and providing information about Configuration Items and Service Assets throughout their life cycle.

This assists in providing logical model of the infrastructure, including the relevant relationships and dependencies that exist.

Service Transition - ProcessesChange Management

The goal is to ensure that standardized methods and procedures are used for controlled, efficient and prompt handling of all changes.

Various types of changes Normal change – A change that follows all steps of

change process Standard change – A pre-approved change that is low

risk and relatively common, e.g. password reset request. Usually logged as Service Request.

Emergency change – A change that must be introduced as soon as possible.

Service Transition - ProcessesChange Advisory Board(CAB) – A group that

provides expert advice to the Change Manager.

Service Transition - ProcessesRelease and Deployment Management

Goal is to deploy new releases into production, provide transition support to service operation, and enable its effective use in order to deliver value to the customer.

Various options for deployment of releases Big bang Phased approach Push approach Pull approach Automated Manual

Service Transition - ProcessesService Validation and Testing

Main goal is to assure fitness for purpose and fitness for use

Service OperationPrimary objective is to enable effectiveness and

efficiency in delivery and support of IT services.Strategic objectives are ultimately realized through

Service Operations, therefore making it critical phase.

Terminology: Incident vs Problem vs ErrorIncident is any occurrence which may cause

interruption or degradation to an IT serviceProblem is the unknown underlying cause of one or

more incidentsError is the known underlying cause of one or more

incidents

Service Operation - FunctionsService Desk Function

Service desk types Call centre – Handling/logging large volumes of

calls. Low first-time resolution rate for calls and requests.

Help desk – Manage and coordinate incidents Service desk – Wide variety of services offered.

High first-time resolution rate for calls and requests.

Service desk structures: Local, Central, Follow-the-sun

Service Operation - FunctionsTechnical Management

Goal is to plan, implement and maintain a stable technical infrastructure to support the organization’s business processes

Examples of functions – Mainframe, Server, Network, Storage, Database, etc

Service Operation - FunctionsIT Operations Management

Goal is to perform daily operational activities needed to manage the IT infrastructure

Two types IT Operations control

Console management Job scheduling Backup and restore

Facilities management Data centers Recovery sites

Service Operation - FunctionsApplication Management

Goal is to help design, implement and maintain stable applications to support the organization’s business processes, e.g. HR apps, Business apps, etc

Service Operation - ProcessesEvent Management

Goal is to provide the capability to detect events, make sense of them and determine the appropriate control action.

Different types events: Events that signify Regular operation Warning Exception

Service Operation - ProcessesIncident Management

Goal is to restore normal service operation as quickly as possible and minimize adverse impact on business operations.

Setting priority of an incident Impact + Urgency = Priority

Escalation Functional/Horizontal escalation Hierarchical/Vertical escalation

Service Operation - ProcessesProblem Management

Main goal is to eliminate recurring incidents, and prevent problems/incidents from happening

Difference from Incident management: Incident management only addresses the symptoms,

while Problem management addresses the root-cause of the symptom so that incident doesn’t recur.

Service Operation - ProcessesRequest Fulfillment

Goal is to fulfill requests from end users using consistent and repeatable methods

It is related to fulfilling standard changes which are pre-approved for implementation, e.g. password reset request

Service Operation - ProcessesAccess Management

Goal is to provide capabilities for the granting of authorized users the right to use a service while preventing access to non-authorized users.

Continual Service ImprovementGoal is to ensure continual improvements to

IT Service Management Processes and IT Services

The Continual Service Improvement Model

Continual Service Improvement - ProcessesService Level Management

It proactively seeks and implements improvements to the level of service delivered to customers and users

Continual Service Improvement - ProcessesService Measurement and Reporting

Goal is to coordinate the design of metrics, data collection and reporting activities from other processes and functions

Three types of metrics Technology metrics Process metrics Service metrics

Continual Service Improvement - ProcessesCSI (7 step) Improvement Process

Goal is to coordinate a structured approach for improvements to IT services and ITSM processes

The Deming Cycle is used as foundation for continual improvement Plan(design) Do(pilot) Check(results) Act(rollout)

7 step improvement process Define what you should measure Define what you can measure Gather the data Process the data (Frequency? Format? etc) Analyze the data relationships/trends/targets met etc Present and use the information, assessment, action plans

etc Implement corrective action