2. ITIL Core Concepts
Services - Delivering value to customers without
specific own risk and cost
Service life cycle is the core of ITIL V3.Service
Design to retirement planning is in the Service life
cycle.
Service Life cycle
4. Process Generic structure
In service life cycle processes are associated in
deferent phases
Process controller
Process policy, Process objective, Process
owner, Process feedback
Process
Process steps, procedures, activities
Process enablers
resources & capabilities
5. Function - Subset of activities to deliver a specific task
Roles - Defined responsibilities and privileges
Service Owner
Accountable for design,performance,integration,managemnt of
a single service
Process Owner
Accountable for design,performance,integration,managemnt of a
single process
Service Manager
Accountable for development , improvement ,management of all
the services in the environment
Product Manger
Accountable for development , improvement ,management of
group of related services
6.
7. Service Management functions
Service Desk –Single point of contact between
users and IT organization. Processes inbound
incidents, Service requests, Change requests
• Local - support for users in premises
• Centralized-Support is centrally
manage(multiple users/single support location)
• Virtualized-multiple locations to support
multiple users. Virtue of the routing & calling
• Follow by sun- Support is irrelevant to the time
zone.
8. Technical Management –technical resource &
skill procurement,management,development
Application Management –End to End application
management in the environment.
IT Operation Management
Operation Management
Console Management
Backup & Restore management
Media Management
Facilities Management
Power
Fire supervision
Datacenter /AC
9. Tool use in Service Management
RACI Model
Responsible –charged for executing & perform
the activity/task.
Accountable-must answer for tasks outcome
Consulting - review and provide advice for
authorization
Informative –receive updates about task &
activities
10. Service Strategy
Overview
Selection of services offers by service provider to
customer.
Deliver value to customer
enable acceptable cost for service
provider
enable identity of risk factors
Business value
Ensure the service is align with business
objectives
Ensure cost & risk can affordable to
service provider
11. Concepts & models
ROI/VOI -return on the investment & value.
Utility & warranty
Utility – ability to remove constraints & upgrade
the performance on a service.
Warranty –ability to make service to runs on reliable
& continual
12. Business Case - Documented justification on
investment which deliver a value ex: IT service
Service Assets –resources & capabilities must
available on a moment of service is proceeding.
Service Portfolio –services under management by
service provider. And it consists service pipeline,
service catalog , retired service
13.
14. Service belt –in delivering a service, service
provider assets & customer assets get involved.
And the delivery increase the performance of
customer assets. It cause to the customer
demand for service.
15. Service strategy processes
Service strategy - concern about
development of service concepts in delivery
selection of service to provide
understand the market
Develop the offering
develop the strategic assets
prepare the execution
Service portfolio management - Management of
the information in the services in service
portofolio.process have to do identification
,description ,selection of services
16. Demand management
understanding and influencing demand from
customers.
User profiles –characteristics of usersgroup
Pattern of Business activity
IT Financial management
understanding and management of cost attached
with services in financial terms
Accounting - monitoring the money spent on
a service.
Budgeting - planning how money will spend
on a service
Charging - Secure payment from customer
for provided services
17. Service Design
This phase introduce all the supporting element
in to the live environment. But still on design step.
Business value
Ensure the service are constructed according
to agreed standards
Ensure the performance of the service can
measure
Ensure the service management & support
tool can support on service offerings
18. Concept & models
Quality must be built in
IT management service & it’s processes need to
enhance the quality of their works.
Service catalog – entry portal for all
information regarding it’s services to customer in
live environment.
Business service catalog -
services in business
Technical service catalog -
Network,Security,Database,storage services
Four P’s service design –process , People
,partner ,products
19. Service Design Processes
Service catalog management – management &
control of current available services to users(
Services Features, Pricing information ,Key
contact information)
Service Level Management – Align with agreed
level with customer by securing performance
(utility ) & reliability (warranty)
SLA -service level agreement with provider &
customer
OLA-Performance level agreement with provider &
customer.
20. Availability Management – process concerned
for availability of service, configuration items,
system of it’s functions when required
Capacity management – maximum
throughput of a service regard with the cost it
spend & which meet the SLA agreements
21. BCM –Business Capacity Management –
capacity management for primary business
decisions like merge , acquisitions ,plan for new
functions
SCM – Service capacity management –
capacity management for services which
transferred from the business capacity factors
CCM –Component capacity management –
translate service level capacity management
factors in requirement of configuration items or
components
22. IT service continuity management
charged for continuity of the service even at risk
,disaster moments by achieving at least the minimum level
of SLA
Business Impact Analysis
Management Of Risks techniques
IT security Management
Security of IT assets associate with IT service.
Confidentiality - assurance of assets availability for
appropriate parties
Integrity - assurance of the assets have not
modified by other party
Availability - assurance of the assets utilization when
only it required
Authenticity - genuine or trust of transaction parties
Non-repudiation-Once transaction has completed ,may not
revised without approval.
23. Supplier management
Charged with obtain value for money
from third party suppliers. Supply management
handle supplier evolution, review, termination &
contract negotiations
24. Service transition
Management of changed and new services
introduced to the live environment.
Concepts and models
Service V-model
Progressive level activities results correspond to
the next level. Testing at prior level before moving
to the next step.
Change
additional ,change or modification to IT service.
25. Request for change
Request for alter a service or
configuration item .which can request form what
ever party through the Service help desk & it
process by change management
Change types
Normal changes - changes which meet in
predefine criteria
Standard changes - pre approved for
implementation (password resets, office moves
,new higher procedure)
Emergency changes – Not foreseen ,quickly
address
26. Change authority
charged for approval of RFC.
Configuration management system(CMS)
management interface which store
configurations of CI under it’s repository.
Configuration Item
(CI) Any significant to delivery IT service
Change Model
template /predefined set of steps
Release set
Set of configurations
27. Service transition
Service transition processes
Change management – recording ,evaluating
,reviewing changes to the System, service,
configuration items
Recording RFC
Reviewing RFC
Assessment & evolution of
RFC
Authorization of RFC
Planning
Implementation coordination
28. Service asset & configuration management
Planning, identification ,control
,status accounting ,verify and audit.
Release & deployment management
Transition planning & support – in service
acquisitioning ,merging organization anticipate
changes (unusual volume change)
service validation & testing – check
quality & error prior to the release.
Evaluation – acceptance
of customer request for changed & new services
knowledge management –keep
valuable data in testing & validating phase
29. Service Operation
Charged for restore the service in any failure
at interruptions
Business value
Ensure service operated within expected
performance
Restore services in quickly in service
interruptions
Concept & Models
Balance – Reactive & proactive focus
Internal & external focus
cost & quality
30. Communication
Between users & IT service providers
Between customers & IT service providers
Between process ,functions ,team within IT
service provider.
Incident - causes interruption & degradation to
an IT service
Problem - unknown underlying cause to many
incidents.
Error - known cause to many incidents
Known error - known cause for incident and
workarounds also available
Event - any change of state which has
significant for delivery of a service
31. Service operation processes
Incident management - In Most cases service desk
execute
Incident management to restore the service immediately.
Detection
Logging
Classification
Prioritization
investigation & initial diagnosis
Escalation
Resolution & recovery
closure
Problem management
identification & correction of flaws or errors to prevent
& reduce incidents.
32. Event management - detection of events with
appropriate response actions.
informational - event information logged
for potential future reference
warning - alert on performance or
capacity threshold limits
exceptional - over the threshold.
Intervention required
Service request fulfillment -assisting user in no
service degrade or interruption involved.
33. Access Management - provide authorized
parties to have appropriate access to service
information specified in service information
security policy.
34. Continual service improvement
Alignment service, processes ,functions with
changing business needs.
Concept & Models
The Role of Measurement
Justify –Proposed course of action
Direct - activity
Intervene –when corrective action is required
Validate - actions has been taken
35.
36.
37.
38. Technology and Architecture
The role of automation
Use of automation to identify trends & patterns
Automation Systems
Service Knowledge Management System
Service portfolio /catalog
Known Error Database
Security Management Information system
