Extra slides

LifeCycle Phases Diagrams

LifeCycle Phases Value to the Business
Process Objectives
4 Concepts of ITIL for the Exam:
Lifecycle Phases/Stages
Processes
Functions
Roles

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 Why is ITIL Successful?

• Non-prescriptive
• Best Practices
• Vendor Neutral
• Non-proprietary

ITIL

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 ITIL Certification Schemes

No
Exam ITIL® Master Level MASTER LEVEL

ITIL® Expert 22
INTERMEDIATE LEVEL

Managing Across the Lifecycle S

3 3 3 3 3 4 4 4 4

SS SD ST SO CSI OSA RCV SOA PPO

1S 16
Lifecycle Stream Capability Stream

ITIL® Foundation in IT Service Management 2

• Under the ITIL® Certification Program, different levels of certification are available

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Copyright stated.
© AXELOS Limited Allreserved.
2015. All rights rights reserved.
Material is reproduced under license from AXELOS Slide 29
Not for Reproduction • This Material is for Digital Distribution by Logical Operations Only
 ITIL Foundations Exam

Foundations Exam:

 40 Multiple Choice Questions

 Closed-book
 65% Passing Score (26/40)
 1 hour (ESL: +15 minutes)
 Accommodations available for those who qualify

Copyright © 2016 Logical Operations, Inc. unless otherwise

Copyright stated.
© AXELOS Limited Allreserved.
2015. All rights rights reserved.
Material is reproduced under license from AXELOS Slide 29
Not for Reproduction • This Material is for Digital Distribution by Logical Operations Only
 Types of Services Example

Core Service:
Messaging Service
Enabling Service:
Storage Service
Networking Service
Support Service
Enhancing Service:
Search Service
Spam Filter Service
Video Conferencing Service

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 Service Management Best Practice

Best Practice guidance is derived from varied sources.

Complementary guidance for other verticals

Sources: Drivers:
Standards Substitutes
Industry Practices Regulations
Academic Research Customers
Training and Education
Internal Experience

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 Stakeholders in Service Management

Customers:
Those who buy IT Services and define
and agree service levels

Users:
Those who consume and request IT
Services on a daily basis
IT Staff:
The Service Provider organization’s staff

Suppliers:
The partners who support the IT Services

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 Process Model Example (Incident Management)

From Event Mgmt From Web Interface User Phone Call Email Technical Staff

Incident Identification

Incident Logging

Incident Categorization
Process Characteristics:
Service Yes
Measurable Request?
To Request
Fulfillment
Outcomes
No
Stakeholders Incident Prioritization
Triggers No
Major Incident Yes Major
Procedure Incident?
Material in blue italic
based on AXELOS ITIL®
material. Material is No
reproduced under license
from AXELOS Limited. All
Initial Diagnosis
rights reserved. Based on AXELOS ITIL® material. Reproduced under license from AXELOS Limited. All rights reserved.
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 Service Strategy Phase

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 Service Strategy Objectives

 Understanding what strategy is

 Clear identification of services and their customers
 Ability to define how value is created and delivered
 Understanding the organizational capability required to
deliver the strategy
 A clear service provision model
 Identification of opportunities to provide services
 Understanding how service assets are used to
 Define the services that will be delivered and the customers
of those services.
 Identify opportunities to provide service and how to best take
advantage of them.
 Define the processes and services to be used to deliver the
strategy, including the required level of investment and the
level of demand.
 Understand the business relationship between the customer
and the IT service provider.
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 Service Strategy – Value to the Business

 Supports linking activities to outcomes that are critical

to customers
 Enables accurate understanding of the types & levels
of service which will please the customers
 Enables quicker & effective response to changes in
the business environment (this contributes to
establishing competitive advantages)
 Supports creating & maintaining a portfolio of
quantified services which produce positive ROI
 Facilitates functional & transparent communication
with the customer
 Provides improved efficiency and organization

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 Financial Management Objectives

Define & maintain a cost framework

Evaluate financial impact

Secure funding

Facilitate good stewardship

Understand relationship between expenses and income

Managing expenditure

Execute financial policies

Accounting

Forecasting

Recovering costs

Execute the organization's financial policies and practices for

services.
Provide financial forecasts for keeping service commitments and

ensuring compliance with regulations.

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 SPM Objectives

 To determine which services to provide based upon potential

 To evaluate how services achieve their strategy, and to respond to
changes
 To maintain the definitive portfolio of services provided
 To control which services are offered, under what conditions and at
what level of investment
 To track the investment in services throughout their lifecycle
 To analyze which services are no longer viable and when they
should be retired
 Provide a mechanism for evaluating the services against the service
strategy, and for responding to internal and external environmental
changes.

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 Demand Management Objectives

• Minimize uncertainty in demand

• Provide reliable planning data for Capacity
Management
• Avoid unused excess capacity and insufficient
capacity

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 BRM Objectives
• Ensure high levels of customer satisfaction, indicating that the service provider is
meeting the customer’s requirements
• Recognize the customer's perspective of service so that the service provider can prioritize
services and service assets.
• Establish and maintain a constructive relationship between the service provider and the
customer based on understanding the customer and their business drivers
• Identify changes to the customer environment that could potentially impact the type,
level or utilization of services provided
• Establish and articulate business requirements for new services or changes to existing
services
• Work with customers to ensure that services and service levels are able to deliver value
• Ensure that the service provider is meeting the customer's business needs.
• Mediate in cases where there are conflicting requirements for services from different
business units
• Establish formal complaints and escalation processes for the customer
• Identify trends in technology that can have an impact on the type, level, and utilization of
services being provided.

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 Service Design Phase

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 Service Design Objectives

 Design services that satisfy business objectives

 Minimize overall costs of service provision
 Design secure and resilient IT infrastructures
 Contribute to improvement of quality of IT services by reducing need
for rework
 Produce and maintain IT plans, processes, policies, architectures,
frameworks and documents
 Design measurement methods and metrics for assessing design
processes and their deliverables
 Design services that can be easily and efficiently developed and
enhanced within appropriate timescales and costs.
 Design efficient and effective processes for the design, transition,
operation, and improvement of high-quality IT services.
 Identify and manage risks.
 Produce and maintain IT plans, processes, policies, architectures,
frameworks, and documents for the design of quality IT solutions.
 Assist in the development of policies and standards in all areas of design
and planning of IT services.
 Contribute to the improvement of the overall quality of IT service.
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 Service Design – Value to the Business

 Reduced Total Cost of Ownership (TCO)

 Improved alignment, quality and consistency of
service
 Easier implementation of new or changed
services
 More effective service performance
 Improved IT governance
 More effective Service Management and IT
processes

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 Design Coordination Objectives

 Ensure consistent design of services, tools, architectures, metrics and processes

 Coordinate all design activities across projects; mitigate conflicts where required
 Plan and coordinate resources and capability
 Produce Service Design Packages (SDPs)
 Ensure service models and solution designs conform to strategic requirements
 Improve the effectiveness and efficiency of service design activities
 Ensure that all aspects of the design (the architecture, processes, and metrics) will
work towards assuring that the service will meet the business requirements.
 Resolve conflicting demands when projects compete for service assets.
 Identify what needs to be handed off at the different points in the lifecycle, and the
quality requirements that must be met.
 Verify that proposed design conforms to strategic, architectural, governance, and
other corporate requirements.
 Identify design improvements for future projects.

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 SLM Objectives
 Define, document, agree, monitor, measure, report and review the level
of IT services provided
 Provide and improve relationship with business and customers
 Ensure that specific and measurable targets are developed for all
services
 Monitor and improve customer satisfaction
 Ensure that IT and customers have unambiguous expectations of service
levels
 Ensure improvement in levels of service delivered wherever it is cost
justifiable
 Develop appropriate targets that are specific and measurable for the IT
services.
 Monitor customer satisfaction with the service and identify steps to increase
it.
 Report and communicate the performance of the IT service delivery.
 Work with BRM to build a solid business relationship with customers.

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 Agreements and Contracts
SLR – Service Level Requirement
Service Level Management SLA – Service Level Agreement
OLA – Operational Level Agreement

Customer
SLR SLA

IT Services

Messaging Service
OLA
Contracts
Supplier Management Storage Service

Supplier
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 SCM Objectives

 Agree and document a service definition

 Produce and maintain a Service Catalog
 Ensure that information in the service catalog meets the
requirements of other service management processes that
access it.
 Interface with Service Portfolio Management
 Interface with the business and IT Service Continuity
Management
 Interface with support teams, suppliers and Configuration
Management
 Interface with Business Relationship Management and
Service Level Management

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 Service Catalog Example

Service:
Messaging Service

Levels: 1 2 3
Storage 2 GB 5 GB 10 GB
Spam No Limited Full
D’Time 2 hr/wk 1 hr/wk 24/7

Brass Tacks:
Cost $ $$ $$$

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 Availability Management Objectives

 Produce and maintain an Availability Plan that reflects the current and future
needs of the business
 Provide advice and guidance to business and IT on all availability-related issues
 Ensure service availability achievements meet or exceed agreed targets
 Assist with diagnosis and resolution of availability-related Incidents and
Problems
 Assess impact of changes on the performance and availability of services and
resources
 Ensure improvement to availability of services when cost justifiable
 Manage delivery of service to meet the agreed-upon targets.
 Consider proactive steps to improve availability, including assessing risks and
benefits of the improvements and implementing improvements as determined.
 Optimize IT service to consistently deliver the required availability so the
business can achieve its objectives.

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 Capacity Management Objectives

 Produce and maintain a Capacity Plan that reflects the current and
future needs of the business
 Manage the capacity and performance of services and resources to
ensure that agreed-upon targets are met.
 Provide advice and guidance on capacity- and performance-related
issues
 Ensure service performance achievements meet or exceed all
agreed performance targets
 Assist with diagnosis and resolution of performance- and capacity-
related Incidents and Problems
 Assess the impact of changes to performance and capacity of all
services and resources
 Ensure improvements to capacity where cost justifiable

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 Information Security Management Objectives

Confidentiality:
Information is disclosed to only those who have a right to know

Integrity:
Information is complete, accurate and protected against
unauthorized modif cation

Availability:
Information is available and usable when required

Authenticity and Non-repudiation:

Business transactions and information exchanges can be trusted

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 ITSCM Objectives

 Develop and maintain Continuity Plans and IT recovery plans that support the
overall Business Continuity Plans
 Complete regular Business Impact Analysis exercises
 Conduct regular risk assessment and management exercises
 Provide advice and guidance on all continuity and recovery-related issues
 Ensure appropriate continuity and recovery mechanisms are in place to meet
or exceed agreed business continuity targets
 To assess the impact of all changes on the IT Service Continuity Plans and IT
recovery plans
 Identify and assess the risks to IT services and implement cost-effective
countermeasures to reduce or remove the risk of recovery after a disaster
occurs.
 Advise and consult with other business units and IT service management
process on continuity-related issues.
 Implement proactive measures to improve the availability of services when the
cost is justified.

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 Supplier Management Objectives

 Ensure that suppliers deliver the agreed-upon services.

 Ensure that underpinning contracts and agreements with
suppliers are aligned to business needs
 Support and align with agreed upon targets in SLRs and SLAs, in
conjunction with SLM
 Negotiate and agree upon contracts with suppliers and manage
them through their lifecycle
 Manage supplier performance
 Manage relationships with suppliers
 Select suppliers and ensure agreed-upon terms are aligned with the
business requirement and support the service level targets.
 Develop and maintain a supplier policy and a Supplier and Contract
Management Information System (SCMIS).

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 Service Transition Phase

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 Service Transition Objectives

 Set customer expectations on performance of service.

 Plan and manage service changes efficiently and effectively Manage
risk related to new, changed or retired services
 Manage risk related to new, changed or retired services
 Successfully deploy services
 Manage expectations on performance and use of new or changed
services Ensure service changes produce the expected business
value
 Provide quality knowledge and information for use across the
organization
 Ensure service changes produce the expected business value
 Plan and manage the resources to establish new or changed service
into production within cost, quality, and time estimates.
 Ensure that the service can be used in accordance with specified
service requirements.
 Reduce known errors and minimize risks from the transition.
 Ensure minimal unpredicted impact on production services.
 Provide clear and comprehensive alignment of change projects with
Service Transition plans.
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 Service Transition – Value to the Business

• Improve control of service assets

• Activities result in higher volumes of successful
change
• Reduce delays from unexpected clashes and
dependencies
• Improve management of expectations for all
stakeholders
• Increase confidence that the new or changed
service can be delivery to specification without
adverse impact on other services or stakeholders
• Ensure new or changed services will be
maintainable and cost-effective

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 Change Management Objectives

 Respond to business and IT requests for change that will align

services with business needs
 Be aware of changes in the business environment to reduce
incidents, service disruptions, and rework.
 Ensure changes are recorded, evaluated and prioritized
 Ensure all changes to Configuration Items (Cis) are recorded in the
Configuration Mgmt DataBase (CMDB)
 Optimize overall business risk
 Respond to customer’s changing business requirements while
maximizing value and reducing incidents, disruption and rework
 Ensure that IT service changes align with the organizational
business needs.
 Maintain an accurate Configuration Management System (CMS) by
updating configuration item changes.

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 Change Management Flow Change Management Process Workflow

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 SACM Objectives

 Identify, control, record, report, audit and verify services and

other CIs
 Maintain accurate configuration information
 Establish and maintain an accurate and complete Configuration
Management System (CMS)
 Support efficient and effective service management processes by
providing accurate configuration information
 Work with Change Management to ensure only authorized
components are used and only authorized changes are made
 Gather information about the provided services, including
identifying, controlling, and recording the services and
configuration items.
 Manage the integrity of the configuration items.

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 Release & Deployment Management Objectives

 Define and agree release and deployment policy and plans with customers and
stakeholders
 Create and test release packages
 Ensure integrity of a release package and its constituent components
 Ensure all release packages can be tracked, installed, tested, verified and backed out
if appropriate
 Ensure knowledge transfer to enable stakeholders to optimize use of the service
 Ensure skill and knowledge transfer to service operation functions to enable effectively
delivery and support
 Adhere to the agreed-upon release plans and stay on schedule, including the deployment
of the software release from the DML.
 Effectively track, install, test, and verify the release package to ensure a controlled
delivery of the release.
 Verify that the new or changed service provides the required utility and warranty.
 Record and manage unplanned outcomes, risks, or issues that result from the release.
 Provide sufficient training to Service Operation functions so they can deliver, support, and
maintain the service as required.

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 Four Phases of Release & Deployment Management

Authorized RFC Change Management

Auth Auth Auth Auth

Authorize Authorize Deployment,

Authorize Build Authorize Check- Post- Implementation
Release Transfer, Retirement
and Test in to DML Review (PIR)
Planning

Release and Release Deployment Review and

Deployment Build and Close
Planning Test

Deployment

Transfer

Retirement
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166
 Knowledge Management Objectives

 Increase satisfaction and reduce need to rediscover knowledge

 Ensure staff have a clear and common understanding of the value
their services provide to customers
 Maintain an SKMS that provides controlled access to knowledge,
information and data
 Gather, analyze, store, share, use and maintain knowledge,
information and data
 Improve quality of management decision making by ensuring
availability of reliable and secure knowledge, information and
data
 Establish a repeatable mechanism for gathering, storing, and
analyzing knowledge, information, and data to enable efficient
support of services.

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 The SKMS Hierarchy

SKMS – Service Knowledge Mgmt System

CMIS – Capacity Mgmt Info System
AMIS – Availability Mgmt Info System
SCDB – Supplier Contract DataBase
CMS – Configuration Mgmt System
CMDB – Configuration Mgmt DataBase
KEDB – Known Error DataBase

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 Service Operation Phase

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 Service Operation Objectives

 Maintain business satisfaction and confidence in IT

 Efficiently deliver the service as defined in the SLA.
 Ensure effective and efficient delivery and support
of agreed IT services
 Minimize impact of service outages on day-to-day
business activities
 Provide ongoing management of the technology
used to deliver and support services.
 Work toward reducing the number and impact of
service outages.
 Strive to reduce repeat incidents that disrupt
business activities.
 Ensure that access to agreed IT services is provided
to those authorized to receive those services
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 Service Operation – Value to the Business

 Reduce unplanned labor and costs for both the

business and IT
 Reduce the duration and frequency of service
outages
 Provide operational results and data used to
define improvement opportunities and provide
justification for investment in ongoing
improvement activities
 Meet the goals and objects of the organization's
security policy
 Provide quick and effective access to standard
services
 Provide a basis for automated operations

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 Event Management Objectives

 Detect significant changes of state

 Determine appropriate control actions
 Provide the entry point (trigger) for other processes and
activities
 Provide basis for service assurance, reporting and
improvement
 Provide means to compare actual performance against
design standards and SLAs
 Assess operating performance and compare it against the
design and SLA targets.
 Report events to enable measuring the success of
improvement actions.

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 Incident Management Objectives

 Increase visibility and communication of incidents

 Ensure the efficient management of incidents, including
responding to, analyzing, logging, resolving, and reporting
incidents.
 Enhance business perception of IT by quickly resolving and
communicating incidents when they occur
 Align incident management activities and priorities with
those of the business
 Maintain user satisfaction
 Ensure standardized methods are used for efficient and
prompt management of incidents

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 Incident Management Workflow

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 Problem Management Objectives

 Prevent problems and resulting incidents from

happening
 Eliminate recurring incidents
 Minimize the impact of incidents that cannot be
prevented

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 Problem Management Flow Problem Management Workflow

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 A Sample Chain of Activities

Possible Situations:
1. Old Files
2. Infrequently Used
3. Personal Files
4. Legitimate Files
5. Illicit Files
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 Request Fulfillment Objectives

 Maintain customer satisfaction by professional

handling of service requests
 Provide channel for users to request and receive
standard services
 Provide information about availability of services
 Source and deliver components of standard
services
 Assist with general information, complaints or
comments
 Define an authorization and request process to
enable users to request and receive standard
services.

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 Access Management Objectives

 Manage access to services based on policies and

actions defined in Information Security
Management
 Respond to requests for granting, changing, and
removing access rights
 Oversee access to services and ensure rights
being provided are not improperly used
 Verify and authorize all requests for access,
including requests to restrict or remove access.
 Ensure that access rights are being used properly
with respect to security policies.

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 CSI Objectives

 Make recommendations for improvements in all lifecycle phases

 Review, analyze, prioritize, and recommend improvements in
every lifecycle stage.
 Review & analyze SLA results
 Improve cost effectiveness without sacrificing customer
satisfaction
 Identify activities and implement them to improve IT service
quality and increase the effectiveness of related processes.
 Establish and implement quality management methods.
 Provide clearly defined objectives and measurements for the
process improvements.
 Identify what measurements and metrics will be used, understand
the why, and define a successful outcome.
 Choose and employ quality management methods to maintain
quality levels
 Ensure processes have clearly defined objectives and that
progress toward achievement can be measured

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 CSI – Value to the Business

• Leads to a gradual and continued improvement in

service quality, where justified
• Ensure IT services remain continually aligned with
business requirements
• Results in a gradual improvement in cost
effectiveness through reduction in cost or increase
in capability to handle more work at the same cost
• Use monitoring and reporting to identify
opportunities for improvement in all lifecycle stages
and processes
• Identify opportunities for improvement in
organizational structures, resourcing capabilities,
partners, technology, staff skills and training, and
communications
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 CSI Approach

Vision & Business

What is the vision? Objectives

Where are we now? Assessments

How do we
keep the Where do we want Measurable
to be? Targets
momentum
going?
How do we get there? Service & Process
Improvement

Measurements
Did we get there? &Metrics
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© ITSM Academy 30 ITIL Text - CSI 3.1
© ITSM Academy unless otherwise stated 54

The Seven Step Improvement Process

®
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53
 Vision to Measurements

Vision

Mission

Goals

Objectives

CSF

KPI
CSF – Critical Success Factor
KPI – Key Performance Indicator Metrics

Measurements

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 5 LifeCycle Phases:

Service Strategy
4 Concepts of ITIL for the Exam:
Service Design Lifecycle Phases/Stages
Processes
Service Transition Functions
Service Operation Roles
CSI (Continual Service Improvement)

Copyright © 2016 Logical Operations, Inc. unless otherwise stated. All rights reserved.
 Service Strategy

Processes:
Business Relationship Mgmt
Service Portfolio Mgmt
Demand Mgmt
Financial Mgmt

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 Service Design

Processes:
Service Catalogue Mgmt
Service Level Mgmt
Supplier Mgmt
Capacity Mgmt
Availability Mgmt
Info Security Mgmt
IT Service Continuity Mgmt (ITSCM)
Design Coordination
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 Service Transition

Processes:
Change Mgmt
Transition Planning & Support
Release & Deployment Mgmt
Service Asset & Configuration Mgmt
Service Validation & Testing
Change Evaluation
Knowledge Mgmt

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 Service Operation

Processes:
Incident Mgmt
Problem Mgmt
Request Fulfillment
Access Mgmt
Event Mgmt

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 Functions

Service Desk
Technical Mgmt
Application Mgmt
IT Operations Mgmt

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