Virtual - ITIL FO2011Addition Thapak Feb 13

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For internal use only

Virtual TrainingJagannath Moorthy

ITIL Foundation2011 addition overview


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| ITIL Foundation Course: Virtual Training

ITIL Service Lifecycle

ITILInformation Technology and Infrastructure Library

Best practice for IT Service Management

These practices come from a number of sources including:Standards

Public frameworks

Academic research

Proprietary knowledge

The core of ITIL is structured around a Service Lifecycle which

consists of the five iterative phases shown in the illustration

ITIL is used by organizations world-wide to establish and improvecapabilities in service management

3

Service Strategy

Strategies, Policies,

Standards

Service Design

Plans to create/modify

services

Service Transition

Manage the transition of

new/changed services

into production

Service Operation

Day to day operations of

the services

Continual Service

Improvement

Activities to improve

services in any phase of

the lifecycle

Business

Value

Realization



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ITIL Core Concepts

4

SERVICE

Services are a means of delivering value to customerswithout requiring the customer to own specific costs and

risks.

SERVICE MANAGEMENT

Service Management is a set of specialized capabilities for

delivering value to customers in the form of services.The capabilities take the form offunctions, processes and

roles that are used to manage services over their lifecycle.

ITIL is a framework for IT Service Management.

SERVICE PROVIDER

Service ProviderAn organization supplying services to one

or more internal customers or external customers

RISK MANAGEMENT AND ANALYSIS

Risk is defined as uncertainty of outcome i.e. something that

may happenThere are two distinct phases

Risk Analysis

Risk Management

GOVERNANCE

Corporate GovernanceIt is about promoting corporate

fairness, transparency and accountability {Sarbanes Oxley

Act 2002}

IT GovernanceIT governance is the responsibility of the

board and executive management.

COMPLIANCE

Compliance ensures that a standard or set of guidelines isfollowed, or that proper, consistent accounting or other

practices are being employed.



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ITIL ore oncepts

PROCESS

Processes are structured sets of activities designed to

achieve a specific objective .

They transform inputs into outputs

They deliver results to a specific customer or stakeholder

They are measurable

They are triggered by specific events

Service Strategy (5 Processes)

Service Strategy

Service Portfolio Management

Demand Management

Financial Management for IT servicesBusiness Relationship Management

Service Design (7 processes)

Service Catalog Mgmt

Service Level Mgmt

Availability Mgmt

Capacity Mgmt

Service Continuity Mgmt

IT Security MgmtSupplier Mgmt

Design coordination *

Service Transition (7 processes)

Change Management

Service Asset and Configuration Mgmt

Release and Deployment Mgmt

Knowledge Management

Transition Planning and Support *

Service Validation and Testing *Change Evaluation *

Service Operations (5 processes)

Incident Management

Problem Management

Event Management

Service Request Fulfillment

Access Management

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ITIL ore oncepts

FUNCTIONS

Functions are self-contained subsets of an organization

intended to accomplish specific tasks. They usually take

the form of a team or group of people and the tools theyuse.

*Map to the organization chart of an organization, have a

budget, reporting structure. e.g. PRM, Finance, L&D

Both functions and processes involve roles

ROLESRoles are defined collections of specific responsibilities and

privileges. Roles may be held by individuals or teams.

Individuals and teams may hold more than one role.

Service

Manager

ProductManager

ServiceOwner

ServiceOwner

ProductManager

ServiceOwner

ServiceOwner

Process Owner

(Incident Management)

Process Owner

(Change Management)

Process Owner

(Problem Management)

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RACI

ITIL also utilizes the RACI model as a generic tool for reviewing

and assigning four key roles to any important task or activity

R = RESPONSIBLE for actually executing or performing the activity or

task.

A = ACCOUNTABLE role owns the task or activity and must answer for

its outcomes. Only one party can be accountable for a given

task/activity.

C = CONSULTED role review and provide advice and authorization

around the task or activity.

I = INFORMED role receive updates as the task or activity progresses.

Task Application

Developer

Application

Owner

Business

Representative

Business Analyst

Draft Requirements A C R

Validate Requirements R A R R

Create Logical Design R C I R



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ITIL ore oncepts

Functions in an IT Service Management

Service Desk

The Service Desk provides a single point of contact between

users and the IT organization

Hub of all communication internal to the IT Service Provide

Types of Service Desk Configurations

Local: Users and support staff are located on the same

premises or campus

Centralized: Multiple user locations are serviced by a single

support location

Virtual: Multiple user location are serviced by multiple support

locations which by virtue of call routing and other technology

are able to appear and respond to user requests as a single

entity

Follow-the-sun: Identical to a virtual Service Desk, but

organized in such a way as to utilize support staff shifts

working during normal daylight hours for all user requestscoming from any time zone.

7

Functions in an IT Service Management Organization

Service Desk

Technical Management

Application Management

IT Operations Management



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ITIL ore oncepts

Functions in an IT Service Management

Technical Management

The Technical Management function is responsible for the procurement,

development, and management of the technical skill sets and resources

required to support the infrastructure and the IT Service Management

effort.

Technical Management is typically divided into specialty areas

representing different specialized teams or functions within an IT

organization, e.g. Networking, Security, Database, Storage, Servers, etc.

The primary objective of Technical Management is to ensure that theService Provider has the right skill sets available to deliver the services it

offers

Application Management

Application Management is concerned with the end-to-end management

of applications in the environment.

Like Technical Management, a big part of what it does involves cultivation

of the specialized skill sets required to support the organizations

applications.

Application Management does not replace, but rather executes and is

supported by core processes such as Incident Management, Problem

Management, Change Management, Availability Management, etc.

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IT Operations Management

IT Operations Management is concerned with the day-to-day

maintenance of the IT infrastructure and the facilities which

house it. It is divided into two sub-functions: Operations

Control and Facilities Management.

Operations Control

The Operations Control sub-function is concerned with

regular maintenance cycles associated with infrastructure

management. These include such activities as:

Console Management Backup and restore operations

Media management

Batch job execution

Facilities Management

Facilities Management is concerned with maintenance of the

facilities which house IT operations, e.g. data centers, call

centers, development facilities, etc. Its areas of responsibility

include things like:

HVAC

Fire suppression

Facilities access

Power



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Sample Questions

Which of the following is a Service Desk Activity?

A. To function as the only point of customer contactB. To investigate the cause of disruptions for the customer

C. To trace the cause of incidents

What is the role of ITIL within IT Service Management

A. To provide an approach based on the best examples taken from practice

B. To serve as the international standard for IT Service Management

C. To serve as the standard model for IT Service Provision

D. To serve as a theoretical framework for process design

Answer: A

Answer: A

Which of the following is the BEST definition of the term Service Management?

A. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities Answer: B

How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activity

B. Only oneThe process architect

C. TwoThe process owner and the process enactor

D. Only oneThe process owner Answer: D

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Sample Questions

Governance is concerned with

A. Measuring and improving the efficiency and effectiveness of processes

B. Ensuring that processes and procedures are correctly followedC. Reducing the total cost of providing services

D. Ensuring that agreed Service Level Requirements are met.

A risk is:

A. Something that wont happen

B. Something that will happen

C. Something that has happened

D. Something that might happen

Answer: B

Answer: D

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Session Flow

2:00 Introduction to the Service Lifecycle and ITIL Concepts

2:20 Service Strategy

2:50 Sample Questions

3:00 Service Design


3:40 BREAK

3:50 Service Transition


4:30 Service Operations


5:10 BREAK

5:20 CSI


6:00 About the Exam

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Service Strategy

Overview

Service strategy is the first of the five phases of a

service lifecycle.

The overall goalof service strategy is to encourage

organizations to think and act in a strategic manner.

Shows organizations how to transform Service

Management into a strategic asset

Service Strategy

is about the selection of services a Service Provider

will offer to customers is also about establishment and management of the

broadest policies and standards which govern the way

a Service Provider operates.

Services are selected so that they:

Provide value to customers

Enable the Service Provider to capture value

Fall within costparameters acceptable to the Service

Provider

Fall with riskparameters acceptable to the Service

Provider

Activities

Identify market & define your target area - Decide what services you want to

offer & who can be the potential customers

Develop your service offerings - Build on/improve your services Develop strategic assets - Develop new services Help clarify the relationships between different services, processes, strategies

etc.

Concepts

Business Case: structured and documented justification for investment in

something expected to deliver value in return

Return on Investment (ROI) and Value on Investment (VOI)

Value: Utility and Warranty

Services must offer both utility and warrantyin order to have value.

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Service Strategy

Service Assets

Resources

Raw Materials

(money, equipment,

people, time..)

Capabilities

Specialized skills

applied to resources

to deliver value

Service Portfolio

Entire set of services under the management of the

Service Provider

Service Portfolio

Concepts continued..

Service Belt

Customer Assets

Service Assets

Customer Assets

Service Assets

Increase the

potential value

of customerassets

Able to sustain

and improve

service levels

delivered

Credit or

compensation

Utilize potential of

service assets

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Service Strategy

Service Provider Types

Service Provider Types

Type I Internal Service Provider: Exists within an

organization solely to deliver service to one specific business

unit. The business units themselves may be part of a larger

enterprise or parent organization.

Type II Shared Services Provider: services multiple

business units in the same organization. Functions such as

Finance, HR and logistics

Type IIIExternal Service Provider: operates as an external

service provider serving multiple external customers. Thebusiness strategies of customers require capabilities readily

available from Type III provider.

Concepts continued..

The four Ps of Service Strategy

Perspective: the distinctive vision and direction

Position: Distinct value proposition, market differentiators

Plan: Course of action, how the provider will achieve their

vision

Pattern: the fundamental way of doing things distinctive

patterns in decisions and actions reinforced by repeatedsuccess

Key Output

Service Package (SP)

Detailed description of a service

Includes a service level package and one or more core services and supporting services

Service Level Package (SLP)

Defined level of utility and warranty for a particular service package

Designed to meet the needs of a PBA. For e.g., Gold, Silver or Bronze service

SLPs are associated with a set of service levels, pricing policies and a core service package

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Service Strategy

SERVICE STRATEGY

is concerned with the development of service concepts inpreparation for selection of services to be provided.

4 key activities

1. Understand the market

2. Develop the offerings

3. Develop strategic assets

4. Prepare for execution

SERVICE PORTFOLIO MANAGEMENT

is concerned with management of the informationconcerning services in the Service Portfolio.

Service Portfolio Management organizes the process by

which services are identified, described, evaluated,

selected, and chartered.

Portfolio = Pipeline + Catalog + Retired

DEMAND MANAGEMENT

is concerned with understanding and influencing

customer demand. Unmanaged demand is a source of

both cost and risk to Service Providers.

Demand Management models demand in terms of:

1. User Profiles which characterize different typicalgroups of users for a given service.

2. Patterns of Business Activitywhich represent the way

that users in different user profiles access a service

over the course of a given time period.

IT FINANCIAL MANAGEMENT

IT Financial Management provides a means of

understanding and managing costs and opportunities

associated with services in financial terms.

Enables provision of data for decision support on

management of services

4 basic activities

1. Accounting-- tracking how money is actually spent

2. Budgetingplanning how money will be spent

3. Reportingstatus accounting

4. Chargingsecuring payment from customers for

services provided

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Service Strategy

BUSINESS RELATIONSHIP MANAGEMENT

Aims to build a relationship with the customer

Purpose

- To establish and maintain business relationship between the service provider and the customer

- To identify customer needs (utility and warranty) and ensure service provider is able to meet these

Initiating BRM

- Opportunities

- Requests for Changes

- Complaints and Compliments

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Sample Questions Service Strategy

Which of the following are the two primary elements that create value for customer?

A. Value on investment (VOI), return on investment (ROI)

B. Customer and user satisfaction

C. Understanding and user satisfaction

D. Utility and warranty

Which of the following statements about the service portfolio and service catalogue is most correct?

A. The service catalogue only has information about services that are live or being prepared for deployment; the service portfolio only has information about

services which are being considered for future development

B. The service catalogue has information about all services; the service portfolio only has information about services which are being considered for future

development

C. The service portfolio has information about all services; the service catalogue only has information about services which are live, or being prepared for

deployment

D. The service catalogue and service portfolio are different names for the thing

Answer: D

Answer: C

Which process is primarily supported by the analysis of business activity (PBA)?

A. Availability management

B. Demand management

C. Financial management

D. Service level managementAnswer: B

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?1. An internal service provider embedded within a business unit

2. An internal service provider that provides shared IT services

3. An external service provider

A. All of the above

B. 1 and 2 only

C. 1 and 3 only

D. 2 and 3 onlyAnswer: A

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Session Flow




3:00 Service Design


3:40 BREAK





5:10 BREAK

5:20 CSI


6:00 About the Exam

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Service Design

Overview

The Service Design lifecycle phase is about the design of

services and all supporting elements for introduction into thelive environment.

Service Design offers value by:

Ensuring that services are aligned with business objectives

Ensuring that services are able to provide the utility and

warranty required for them to meet the objectives outlined

during Service Strategy

Activities

Design services to meet Business Objectives

Design Secure & Resilient IT Infrastructure

Identify, remove the risks from the services before they go

live

Create & maintain IT plans, policies, technical & process

framework (Design tool ensures standards are adhered to)

Design measurement methods & metrics for assessing

effectiveness of processes

Design Effective & efficient processes for design, transition

& operation phases

Scope includes new services & improvements as may be

needed over a service lifecycle

Concepts

Service Catalog

The Service Catalog is the subset of the Service Portfolio which

contains services currentlyavailable and visibleto customers and

users. The Service Catalog commonly acts as the entry portal for all

information regarding services in the live environment.

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Service Design Concepts

5 Aspects of Service Design

Areas which should receive Focus during the design phase

1. The new or changed serviceitselfwith special attention to

service requirements

2. Service Management processesrequired to support the service

3. Service Management systems and toolsrequired to support the

service (especially the Service Portfolio)

4. Technology Architecturesused or referenced by the service

5. Measurement systems and metrics necessary to understand the

performance of the service

( S T A M P )

4 Ps of Service Design

1. PeopleHuman resources and organizational structures

required to support the service

2. ProcessesService Management Processes required to

support the service3. ProductsTechnology and other infrastructure required to

support the service

4. PartnersThird parties which provide services required to

support the service

Processes Products

Partners

People

OUTPUT

Service Design Package

Should be produced during the design stage for each new service, major

change to a service or removal of a service or changes to the SDP itself

Contains details of all aspects of a service and provides requirements

through all subsequent stages of its lifecycle

Created in the Service Design and passed to Service Transition for

implementation

It contains Requirements, Service Design details, Organization

Readiness, Service Lifecycle Plan

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Service Design

SERVICE CATALOG MANAGEMENT

Service Catalog Management involves management and control of the

Service Catalog which contains information about services currently

available to customers for use.

Features of the service

Guidelines for appropriate use of the service

Means of accessing the service

Pricing information (where relevant)

Key contact information

Service Level Agreement information

7 Processes

SERVICE LEVEL MANAGEMENT (SLM)

Service Level Management is the process charged with securing and

managing agreements between customers and the service provider

regarding the levels of performance (utility) and levels of reliability

(warranty) associated with specific services.

Service Level Management results in the creation of Service Level

Agreements (SLAs) between customers and the provider based on

Service Level Requirement (SLR).

Operational Level Agreements (OLAs) are performance agreements

specifically for the purpose of supporting upstreamSLAs which require

dependable performance by multiple business units, functions, or

teams within the service provider organization.

Underpinning Contracts (UCs) is the contract between the service

provider and a 3rdparty supplier.

AVAILABILITY MANAGEMENT

Availability Management is concerned with management and

achievement of agreed availability requirements as established in

Service Level Agreements.

In ITIL, availability is defined as the ability of a system, service, or

configuration item to perform its function when required.

Vital Business Function (VBF) - A Function of a Business Process which

is critical to the success of the Business.

Development of availability Service Level Targets which make up

part of an overall Service Level Agreement

Design of services capable of meeting or exceeding agreed

availability requirements

Measurement and monitoring of availability achievements

Responses to availability-related incidents

Availability Plan

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Service Design

7 Processes

IT SERVICE CONTINUITY MANAGEMENT

The IT Service Continuity Management process (ITSCM) is responsible for

ensuring that the IT Service Provider can always provide minimum agreed

Service Levels.

ITSCM is largely concerned with management of risks and with planning

for the recovery of IT Services in the event of disaster.

IT Service Continuity Management uses techniques such as Business

Impact Analysis (BIA) and Management of Risk (MOR) and is driven by

the larger Business Continuity Management effort.

IT Service Continuity Plan

CAPACITY MANAGEMENT

Capacity Management is concerned with ensuring that cost-effective

capacity exists at all times which meets or exceeds the agreed needsof the business as established in Service Level Agreements.

In ITIL, capacity is defined as the maximum throughput a service,

system, or device can handle.

3 major activities

Business Capacity Management (BCM)addresses capacity factors which exist primarily at the business level such as

mergers, acquisitions, plans for new facilities

Service Capacity Management (SCM)addresses capacity factors at the service level. The primary task of Service

Capacity Management is to translate business capacity factors into capacity

requirements for services.

Component Capacity Management (SCM)The primary task of CCM is to translate Service Capacity Management factors

into capacity requirements for individual components or Configuration Items.

INFORMATION SECURITY MANAGEMENT

IT Security Management is the process concerned with the protection of IT

assets (including services) from security threats. IT Security Management

is driven the larger security management efforts and policies of the

organization.

IT Security Management is charged development and management of the

IT Security Policy which is executed and implemented as a part of the

Access Management process in Service Operations.

IT Security Management focuses on protection of five basic qualities of

information assets:

Confidentiality

Integrity

Availability

Authenticity

Non-Repudiation

SUPPLIER MANAGEMENT

Supplier Management is the process charged with obtaining value formoney from third-party suppliers. Supplier Management plays a very

similar role to that of Service Level Management, but with respect to

external suppliers rather than internal suppliers and internal/external

customers.

Supplier Manager handles

-Supplier evaluation -Contract negotiations

-Performance reviews -Renewals and terminations

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Capacity

Planning

is carried

out TopDown



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Sample Questions Service Design

Which of the following activities are responsibilities of a Supplier Manager?

1. Negotiating and agreeing Contracts

2. Updating the Supplier and Contract database.

3. Planning for possible closure, renewal or extension of contracts.4. Managing relationships with internal suppliers.

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. None of the above

What is the BEST description of an Operational Level Agreement (OLA)?

A. An agreement between the service provider and another part of the same organization.

B. An agreement between the service provider and an external organization.

C. A document that describes to a customer how services will be operated on a day-to-day basis.

D. A document that describes business services to operational staff.

Answer: A

Answer: A

Which of the following defines the level of protection in Information Security management?

A. The ISO 20000 Standard

B. The ISO 27001 Standard

C. The Business

D. The Service Level managerAnswer: B

In the phrase people, process, products and partners. Products refers to

A. IT infrastructure and applications

B. Services, technology and toolsC. Goods provided by third parties to support the IT services

D. All assets belonging to the service providerAnswer: B

Within Service Design, what is the key output handed over to Service Transition?

A. Measurement, methods and metrics

B. Service Portfolio Design

C. Process definitions

D. Service Design Package

Answer: D

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Session Flow




3:00 Service Design


3:40 BREAK





5:10 BREAK

5:20 CSI


6:00 About the Exam

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Service Transition

Overview

Service Transition is concerned with management of change

and, more specifically, with the introduction of new and

changed services into the live environment.

Service Transition offers value to the business by:

Enabling business change

Minimizing impact to the business which might otherwiseresult from unmanaged change

Enabling the business to make use of new and changed

services

Ensuring that designs for services are implemented as

intended

Ensuring that the Service Management organization is

prepared to support new and changed services

Reducing the number of defects introduced into the liveenvironment

Concepts

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Service Transition

CHANGE

ITIL defines a change as the addition, removal, or modification of

anything that could have an effect on an IT service. All changes involve

risk.

Concepts

REQUEST FOR CHANGE (RFC)

A Request for Change or RFC is a documented request to alter a service

or other Configuration Item. RFCs may be issued by any one: customers,

IT staff, users, etc. and are received by the Service Desk and handled via

the Change Management process.

CHANGE TYPESNormal Changesare changes which meet predefined criteria that

qualify them for handling via the Normal Change Management

process.

Standard Changesare changes which are pre-approved for

implementation.

Emergency Changes In most environments, Emergency Changes are

those which cannot be foreseen and which unless addressed quickly

put the environment at high risk of impact.

Emergency Changes are reviewed by the Emergency Change Advisory

Board (ECAB).

CHANGE AUTHORITY

In ITIL the entity charged with approval of a Request for Change is

called the Change Authority.

The identity of the Change Authority varies with the type of change

under consideration. For many ordinary changes, the Change Manager

may act as the Change Authority. However, for extremely large

changes, the Change Authority may be an executive or even the board

of directors.

CHANGE ADVISORY BOARD (CAB)

The Change Advisory Board or CAB is a group of experts convened by the

Change Manager to advise on the approval/rejection and planning for a

specific change. The membership of the CAB usually varies with the

change under consideration.

EMERGENCY CHANGE ADVISORY BOARD (CAB)

The Emergency Change Advisory Board or ECAB is a special group

convened by the Change Manager to advise on the approval/rejection

and planning for Emergency Changes as part of the Emergency Change

Management Process. The membership of the ECAB usually includes

persons with the experience and organizational authority required to

make rapid and often difficult decisions and to accept the

consequences of those decisions

CHANGE MODEL

A Change Model is a template or pre-defined set of steps, procedures, and guidelines for execution a specific type of change. Change Models are used

to help minimize risk, save costs, and improve the consistency of execution around changes.

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Service Transition

RELEASE

A release is a collection of changes which must be implemented

together in order accomplish a specific objective or set of objectives.

Concepts

RELEASE UNIT

A Release Unit is the particular set of configuration items released

together for a specific deployment effort. The Release Unit for a release

is selected as part of the Release and Deployment Management process

based upon both technical and business criteria.

BASELINE

In the context of Service Transition generally and, more specifically, in

the context of the Service Asset and Configuration Management

process, the term Baseline refers to the documented and validated

configuration of a component, system, service, etc.

Baselines are used withinService Asset and Configuration

Management to provide a roll-back pointuseful in managing risk

around changes in the environment.

CONFIGURATION MANAGEMENT SYSTEM (CMS)

The Configuration Management System is the controlled repository

and interfaces for management of information concerning items

under configuration control (Configuration Items) in the environment.

The purpose of the CMS is to provide accurate and up-to-date

information regarding how the environment is configured.

The CMS stores records of Configuration Items in the Configuration

Management Database (CMDB).

Importantly, the CMS/CMDB differs from a traditional asset database

in that it also provides information regarding how Configuration Itemsare related to each other.

CONFIGURATION ITEM (CI)

Configuration Items can include hardware and software, and also

documentation, process definitions, facilities, etc.

Configuration Items are tracked using the Configuration ManagementSystem which stores records of them in the Configuration

Management Database (CMDB).

At a bare minimum, the record of a Configuration Item should include

a unique identifier and the location of the CI.

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Service Transition

CHANGE MANAGEMENT

Change Management is concerned with recording, evaluating,approving, testing, and reviewing changes to services, systems, and

other Configuration Items.

ITIL reminds us that all changes involve risk. As such Change

Management is largely concerned with managing risk associated

with change.

The major activities include

Recording of RFCs

Review of RFCs Assessment and Evaluation of RFCs

Authorization of RFCs Planning

Implementation Coordination

Review and Closure

7 Processes

For Foundation3 Processes are covered

SERVICE ASSET AND CONFIGURATION MANAGEMENT

This process is responsible for both Configuration management andAsset Management.

Service Asset: Any capability or resource of a service provider that

contribute to the delivery of a service. For Ex: Management,

organization, process, knowledge, people.

Configuration Items: Any component that needs to be managed in

order to deliver an IT service.

Activities include Planning

Identification Control

Status Accounting

Verification and Audit

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Service Transition

RELEASE AND DEPLOYMENT MANAGEMENT

Clear, comprehensive release and deployment plans that supportcustomer and business change projects

Release packages can be built, installed, tested and deployed

o Efficiently, successfully and on schedule.

o With minimal impact on production services, operations,

and support teams

o Enabling new or changed services to deliver agreed service

requirements

Skills and knowledge transfer to enableo Customers and users to optimize use of the service

o Operations and support staff to run and support the

service

7 Processes

For Foundation4 Processes are covered

Transition Planning and Support

- support for large-scale transitions and releases and would be helpful for an

organization anticipating an unusual volume of change, as for example would be

the case during a merger or acquisition scenario.

Service Validation and Testing

- separate and more focused support for testing prior to release. Organizations

for which quality and error control are of paramount importance might

especially benefit from implementation of Service Validation and Testing as a

separate process. In such a scenario, Release and Deployment Management

would focus more exclusively on deployment/release logistics and testing would

become the domain of the new process.

Minor Service Transition Processes

Four additional Service Transition processes are included within ITIL,but are not covered in detail on the Foundation exam. For exam

purposes, candidates are only required to recognize that the processes

exist within the Service Transition lifecycle phase and to understand

that in many environments the processes provide additional support

for the three primary Service Transition processes described earlier.

Change Evaluation

-provides support for evaluation and confirmation of customer acceptance of

new and changed services. It would be useful in situations characterized by

customer satisfaction challenges and in situations where other factors might

require closer management of customer acceptance.

Knowledge Management

The process responsible for gathering, analyzing, storing and sharing

knowledge and information with in an organization.

The primary purpose of Knowledge Management is to improve efficiency by

reducing the need to rediscover knowledge

DIKW-Data, Information, Knowledge and Wisdom

SKMSService Knowledge Mgmt System(Includes structured and

unstructured data: The CMS which in turn includes one ore more CMDBs, One

or more DMLs)

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Sample QuestionsService Transition

Configuration management database (CMDBs) and the configuration management system (CMS) are both elements of what larger enti ty?

A. The Asset Register

B. The Service Knowledge Management System

C. The Known Error Database

D. The Information Management System

Which of the following is an objective of Release and Deployment Management?

A. To standardize methods and procedures for efficient and prompt handling of all Changes.

B. To ensure all changes to Service Assets and Configuration Items(CIs) are recorded in the Configuration Management System(CMS)

C. To ensure that overall business risk of Change is optimized

D. To define and agree release and deployment plans with customers & stakeholders.

Answer: B

Answer: D

Which activity ensures there is conformity between the documented configuration baselines and the actual environment to which they refer?A. Configuration Control

B. Configuration Identification

C. Status Accounting

D. Verification and audit Answer: D

Which of the following statements best describe a definitive media library (DML)?

A. A secure location where definitive hardware spares are held

B. A secure library where definitive authorized versions of all media configuration items (CLs) are stored and protected

C. A database that contains definitions of all media CIsD. A secure library where definitive authorized version of all software and back-ups are stored and protected.

Answer: B

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdominformationdataknowledge

B. Datainformationknowledgewisdom

C. Knowledgewisdominformationdata

D. Informationdataknowledgewisdom

Answer: B

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Session Flow

Introduction to the Service Lifecycle and ITIL Concepts

Service Strategy

Sample Questions

Service Design

Sample Questions

BREAK

Service Transition

Sample Questions

Service Operations

Sample Questions

BREAK

CSI

Sample Questions

About the Exam

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Service Operations

OVERVIEW

The Service Operation phase of the Service Lifecycle is concerned

with ensuring that services operate within agreed parameters.

Business Value

Service Operation is the only lifecycle phase in which value is

actually realizedby customers.

Service Operation also adds business value by:

Ensuring that services are operated within expected performance

parameters

Restoringservices quickly in the event of service interruption Minimizing impact to the business in the event of service

interruption

Providing afocal point for communicationbetween users and the

Service Provider organization

CONCEPTS

BALANCE

ITIL emphasizes the importance of striving to achieve and maintainbalance during Service Operation to manage conflicting motives:

Reactive and Proactive Focus

Internal and External Focus

Cost and Quality

Stability and Flexibility

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COMMUNICATION

During Service Operation, the importance and criticality of

communication is especially acute

Between users and the IT Service Provider

Between customers and the IT Service Provider

Between different processes, functions, teams, etc. within the IT

Service Provider

Between the IT Service Provider and its suppliersINCIDENT

An incident is any occurrence which causes or may cause interruption

or degradation to an IT Service.

PROBLEM

A problem is the unknown underlying cause of one or more incidents.

A problem is NOT just a particularly serious incident.

EVENT

An event is any change of state of an infrastructure or other item

which has significance for the delivery of a service.

ERROR

An error is the known underlying cause of one or more incidents.

KNOWN ERROR

A known error is the known cause of an incident for which a

workaround also exists.



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Service Operations

INCIDENT MANAGEMENT

Incident Management is concerned with the rapid restoration ofservices and with minimization of impact to the business.

In most but not all cases the Incident Management process is

owned and executed by the Service Desk.

Within ITIL, Incident Management consists of a number of basic

activities or steps:

DetectionThe incident becomes known by any mechanism

LoggingDetails of the incident are recorded in the IM Tool

Classification The incident is categorized according to

predefined criteria for diagnosis

Prioritization The impact and urgency of the incident are

determined and factored together to determine its relative

priority among other incidents.

Investigation and Initial Diagnosis Additional details are

gathered and used along with tools such as the Known Error

Database to attempt resolution.

Escalationforward to the appropriate handling group.

Resolution and Recovery Service is restored and users areprovided assistance to allow them to resume work.

Closure Successful resolution of the incident is verified with

the user, the incident resolution details are recorded, and the

incident is flagged as being closed in the incident management

system

5 Processes

PROBLEM MANAGEMENT

Problem Management is concerned with the identification andcorrection of flaws or errors in the environment which cause

incidents. Problem Management helps reduce and prevent

incidents.

Problem Management is broadly divided into two major sub-

processes:

Reactive Problem Management, which is charged with responding

to problems as they arise in the environment, usually driven by the

Incident Management process.

Proactive Problem Management, which is charged with

proactively seeking out improvements to services and

infrastructure before incidents occur.

TechniquesIshikawa (Fish Bone) diagramming, Fault Tree Analysis

to identify the root cause of incidents.

The production and maintenance of the Known Error Database

(KEDB) is one of the most important outputs of the ProblemManagement process.

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Service Operations

EVENT MANAGEMENT

Event Management is concerned with detection of events in theinfrastructure and with selection of appropriate response actions.

Event Management mainly focuses on IT detecting and addressing

issues at the infrastructure level and is most commonly a largely

automated process.

Events may be one of three basic types:

InformationalNo action is required. The event information is

logged for potential future reference.

Warning--An infrastructure item is approaching a predefined

performance or capacity threshold which could cause an incident

or require intervention.

ExceptionAn infrastructure item has exceeded a threshold or is

no longer operating within defined parameters. Intervention is

required.

5 Processes

SERVICE REQUEST FULFILLMENT

Service Request Fulfillment is the process charged with assisting users

in situations where no service degradation or interruption is

involved.

Service Request Fulfillment provides a means of addressing common

user requests for non-incident support, new equipment, training, etc.

Service Request Fulfillment frequently makes use of Standard Changes

and automation to meet user requests more efficiently.

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ACCESS MANAGEMENT

The Access Management process is charged with is providing

authorized parties with appropriate access to service and information

as specified in the Information Security Policy.

Access Management executes the Information Security Policy as

defined by the Information Security Management process, but does not

itself set policy.



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Service Operations

5 Processes

35

Separate

procedures



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Sample QuestionsService Operations

What is the objective of Access Management?

A. To provide security staff for Data Centers and other buildings

B. To manage access to computer rooms and other secure locations

C. To manage access to the Service Desk

D. To manage the right to use a service or group of services

Which of the following is not a Service Desk type recognized in the Service Operation volume of ITIL?

A. Local

B. Centralized

C. Holistic

D. Virtual

Answer: D

Answer: C

What are the two major processes in Problem Management?A. Technical and Service

B. Resource and Proactive

C. Reactive and Technical

D. Proactive and Reactive Answer: D

Which of this BEST describes a Problem?

A. A Known Error for which cause and resolution are not yet known

B. The cause of two or more incidents

C. A serious incident which has critical impact to business.

D. A cause of one or more incidents. Answer: D

Which of the following is the BEST definition of an Event?

A. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure

B. An unplanned interruption to an IT service

C. The unknown cause of one or more incidents

D. Reducing or eliminating the cause of an incident or Problem

Answer: A

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Session Flow

Introduction to the Service Lifecycle and ITIL Concepts

Service Strategy

Sample Questions

Service Design

Sample Questions

BREAK

Service Transition

Sample Questions

Service Operations

Sample Questions

BREAK

CSI

Sample Questions

About the Exam

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ontinual Service Improvement

POTENTIAL VALUE TO THE BUSINESS

Improvements

BenefitsROI (Return on Investment)

VOI (Value on Investment)

39

Improvement

Outcome when compared to the before state,

show a measurable increase in desirable metric

or decrease in undesirable metrics

e.g. SLA % Improvement, Reduction in Breach,Reduction in number of failed changes

Benefit

Gains achieved through realization of

improvement

e.g. by 15% reduction in failed changes the

company has saved $395000 in productivity andrework costs last year

Return on Investment

Difference between the saving achieved and the

money spent to achieve that benefit (generally

expressed as a percentage)e.g. the company spent $200000 to establish

proper change management process that saved

$395000.

The ROI at the end of the 1styear of operation is

therefore $195000 or 97.5%

Value on Investment

The extra value created by the establishment of

benefits that include monetary or long term

outcomes.

ROI is a sub-component of VOI i.e.

VOI>ROI



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Interfaces with other ITIL Lifecycle Stages

Implementing CSI needs to take a wider view

Cannot be limited to only one stage or process

area

40

Service Strategy

Strategies, Policies,

Standards

Service Design


services

Service Transition

Manage the transition of


into production

Service Operation


the services

Continual Service

ImprovementActivities to improve


the lifecycle

Business

Value

Realization



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THE ROLE OF MEASUREMENT

Measurements can be used for four basic purposes asshown below:

To VALIDATE actions which have already been taken

To JUSTIFY a proposed course of action

To DIRECT activity

To INTERVENE when corrective action is required

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KNOWLEDGE MANAGEMENT

Knowledge Management plays a key role in CSI

-Data should be captured

-Information is created (who, what, when, where)

-Knowledge created from analysis and past experience (How?)

-Wisdom is generated (Why?)

D I K W Model

BENCHMARK

Used to get a clear view on the organization level of quality and

performance with regard to their competitors and in the eye of

their customers

Often reveals quick wins

GOVERNANCE

Corporate GovernanceIt is about promoting corporatefairness, transparency and accountability {Sarbannes Oxley Act

2002}

IT GovernanceIT governance is the responsibility of the board

and executive management.



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OBJECTIVES, CSFs, KPIs, METRICS, AND MEASUREMENTS

Measurements are the end result of a hierarchy of activities which link measurements to business objectives as shown in the

illustration below.

Objectives establish the reason for measurement. Measurement in itself has no value. Rather, it only has value inasmuch as it

supports achievement of specific objectives.

Critical Success Factors define specific things that must happen if objectives are to be achieved.

Key Performance Indicators are metrics which specifically indicate progress or performance around or toward Critical Success

Factors.

Metricsare the definitions of what will be measured and how it will be measured.

Measurements are the actual readings taken based upon a specific metric.

42

Concepts



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43

THE DEMING CYCLE

The Deming Cycle is an improvement model originally created by

W. Edwards Deming and used to great success in the Japaneseauto industry. It consists of four simple steps (Plan, Do, Check, Act)

as show in the figure below.PLAN

Plan Service Management & Services

DO

Implement & run service Management & service

CHECK

Monitor, measure & review

ACT

Continuous Improvement



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44


Process

THE SEVEN STEP IMPROVEMENT PROCESS

The Seven Step Improvement Process provides a simple

means of using measurement to guide the improvementand correction of service performance.

The steps are:

1. Decide what should be measured

2. Decide what can be measured

3. Gather the data

4. Process the data

5. Analyze the data

6. Present and use the data

7. Implement corrective action

Types of metrics

Technology metricsComponents and applications metrics like

performance, availability etc.

Process metricsCritical Success Factors (CSFs), Key Performance

Indicators (KPI), activity metrics for ITSM processes

Service metrics- end-to-end- service metrics

SERVICE IMPROVEMENT PLAN (SIP)

A Service Improvement Plan or Service Improvement

Program is the primary output of periodic servicereviews carried out as part of Continual Service

Improvement or as part of the Service Level

Management process.



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45


FRAMEWORKS, MODELS, STANDARDS AND QUALITY SYSTEMS

Each of the following fully supports the concepts embodied in CSI

Framework

COBIT, PMBOK, ITIL, Prince 2(COBIT - Control Objectives for information and

technology)

Models

CMMI

Standards

ISO/IEC 20000:2005, ISO/IEC 27000:

2005, ISO/IEC 17799: 2005.

Quality Systems

Six Sigma


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Sample QuestionsContinual Service Improvement

Which of the following is step 1 in the 7 step improvement process?

A. Prepare for action

B. Define what you should measure

C. Where are we now?

D. Identify gaps in service level agreement (SLA) achievement

Which of the following activities are carried out in the Where do we want to be? step of the Continual Service Improvement (CSI) Model?

A. Implementing service & process Improvements

B. Reviewing measurable improvements

C. Creating a baseline

D. Defining Measurable Targets

Answer: B

Answer: D

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

A. Return On Investment (ROI), Value On Investment (VOI), quality

B. Strategic, tactical and operational

C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

D. Technology, process and service Answer: D

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ITIL Service Lifecycle

47


Service Strategy

Strategies, Policies,Standards

Service Design


services

Service TransitionManage the transition of


into production

Service Operation


the services

Continual Service

Improvement

Activities to improve


the lifecycle

Business

Value

Realization


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About the Exam

The certification exam consists of 40 multiple-choice questions with four possible correct answers. Only oneanswer is the correct one. A 60-minute time limit is allotted for this exam.You must achieve a score of 65% by

answering at least 26 of the 40 questions correctlyin order to pass.

General Exam Tips The exam consists of 40 multiple choice questions.

You have 60 minutes to complete the exam. Most test-takers have plenty of time. Dont hurry!

There are no trick questions, but quest ions are of ten precisely wo rded. Read each question multiple times.

Be cautious of answers which use the terms ALWAYS or NEVER.

Many questions contain at least one distracter. Use a process of elimination to remove obviously wrong answers from your

consideration first, and then focus on the remaining answers.

If a question uses boldface type, italics, or uppercase type to highlight a specific word, pay close attention!

If a question is about a process, make sure the answer you select is about a process rather than a function, service, etc. and

vice versa.

Make sure to answer questions based upon your ITIL knowledge, not on your experience in the real world. Your real worldexperience may or may not have anything to do with ITIL.

Choose the best answer! Often questions contain several answers which, in some way,could be correct. Dont work too hard to

come up with a correct scenario for a specific answer. Rather, choose the answer which would be most correct in the greatest

number of situations.

Virtual - ITIL FO2011Addition Thapak Feb 13

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