The ITIL® Service Management Foundation...

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The ITIL® Service ManagementFoundation Course

Walaa Omar


ITIL Service Management

• First conceived in the mid 1980s and now owned by the Office of Government Commerce (OGC)

• Evolved from recognition of organisations’ growing dependence on IT

• Enable organisations to make better use of non-proprietary IT best practice for IT Service Management

• Library refreshed in 1999 to 2001 and again in 2007

• Accredited training available (ISEB/EXIN) – Over 600,000 people accredited in 100+ countries

• Gives a common terminology


• Foundation level in IT Service Management

• Closed book, multiple choice examination

• 1 hour to complete

• Students who do not have English as their first language are allowed an additional 15 minutes and access to a language dictionary

• 65% required to pass (26 from 40)

• Pre-requisite for further ITIL qualifications


• The objectives of this course are to enable students to:– Demonstrate an understanding of ITIL terminology, structure and basic concepts

– Comprehend the core principles of ITIL practices for Service Management

– Understand how the ITIL framework may be used to enhance the quality of IT Service Management within an organization

– Contribute to an ongoing Service Improvement Programme

– Prepare for the examination leading to the ITIL Foundation Certificate in IT Service Management


Service Management as a Practice


Services andService Management

• “A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific costs and risks” (ITIL 2007)

• Service Management is a set of functions and processes for managing services over a lifecycle

• IT Service Management transforms IT resources and capabilities into IT Services that are appropriate to the business requirements of an organization


Functions, Processes andRoles

• Function– A unit of an organization specialised to perform certain types of work and responsible for specific outcomes– Provide structure and stability to organizations– Rely on processes for cross-functional co-ordination and control

• Process– A structured set of activities that achieve a specific objective

• Role– A set of responsibilities defined in a process and assigned to a person or team


Key Role Definitions

• Process Owner– Accountable for ensuring the process is performed effectively and efficiently and is complied with and is subject to continual improvement

• Service Owner– Accountable for a specific service– Represents the service across the organization– Responsible for continual improvement and management of change affecting the services under their care

• Customer– Someone who buys goods or services– Defines and agrees the service level targets

• User– A person who uses the IT service on a day-to-day basis


Organizational Context

• When designing a service or process it is essential that all roles are clearly defined to enable fast and effective decision making

• This can be done using a RACI responsibility matrix to:– Clarify operational roles, responsibilities and relationships– Define levels of accountability– Coordinate participation in every business activity

• This will help to:– Agree what activities need to be done– Define and agree accountabilities– Improve communication– Avoid duplication of effort– Get jobs done, properly, on time– Avoid blame culture


RACI matrix

• Responsible– Those who perform the activity or make the decision– Responsibilities can be shared

• Accountable– The individual who is ultimately accountable– Only one can be assigned to an activity or decision

• Consulted– Those who need to be consulted or provide input before an activity is performed or a decision is taken– This is a two-way process

• Informed– Those who need to be informed after an activity is performed or decision is taken– This is a one-way process


Example RACI matrix forIncident Management


A Generic Process Model


Characteristics of a Process

• Can be measured– Metrics should allow efficiency and effectiveness to be measured

• Delivers specific results– A process exists to deliver an outcome– The outcome must be identifiable and quantifiable

• Has a customer or stakeholder– A process delivers the outcome to a customer or stakeholder who must be happy with the outcome

• Responds to specific events– A process may be ongoing or iterative– It should be initiated by a specific trigger


Good Practice inIT Service Management

• Customers and Service Providers are both subject to mismatch of expectations and capabilities

• Adopting good practice can help to ‘close the gap’ between the capability of the provider and the expectations of the customer

• The ITIL framework provides good practice guidance applicable to all types of organizations that provide IT services to a business

• ITIL takes a lifecycle approach to IT Service Management


The Service Lifecycle


The New ITIL® Framework


Service Lifecycle Mapping


Publications Overview

• Service Strategy– Provides guidance on how to use Service Management as a strategic tool to satisfy business needs– Asks why something should be done before asking how.

• Service Design– Provides guidance for the design of services (new or changed) and Service Management processes

• Service Transition– Provides guidance for the smooth transition of new and changed services into operations


Publications Overview

• Service Operation

– Provides guidance on achieving effective and efficient delivery and support of services to ensure value for the customer and the service provider

• Continual Service Improvement

– Provides guidance to help maintain and improve the design, transition and operations of services in line with changing business requirements


Structure and Contentof the Books

• Each book contains the following common sections:-– Service Management overview– Fundamentals and principles of each stage– Processes and functions within each stage– Planning and organizing the roles and responsibilities within each stage– Technology considerations associated with each stage– Guidance on implementation of each stage– Challenges, opportunities and risks and CSF’s of each stage


The Lifecycle Approach


The itSMF

• IT Service Management Forum• Independent and not-for-profit – membership organisation, run and managed by its members• Global organisation with chapters in 43 countries• Corporate and Individual memberships• Seminars, regional discussion groups and annual conferences• Monthly eService Talk and quarterly Service Talk magazine• Website – www.itsmf.com


IT Service Management– Sample Question 1

• Which of the following statements is CORRECT?

1. Only one person can be responsible for an activity

2. Only one person can be accountable for an activitya) All of the above

b) 1 only

c) 2 only

d) None of the above



• Which of the following is NOT one of the ITIL core publications?

a) Service Optimisation

b) Service Transition

c) Service Design

d) Service Strategy



• Which of the following statements is CORRECT for all processes?

a) They define activities, roles, responsibilities, functions and metrics

b) They create value for stakeholders

c) They are carried out by a Service Provider in support of a Customer

d) They are units of organisations responsible for specific outcomes


Thank you

The ITIL® Service Management Foundation...

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Transcript of The ITIL® Service Management Foundation...