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1 introduction to itil v[1].3

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  • 1. Introduction to ITIL v.3 Foundation
  • 2. 2 • To know the fundamentals of ITIL V.3 • To understand the ITIL Service Management Lifecycle • To describe and differentiate the ITIL Service Management Practices – Core Guidance − Service Strategy − Service Design − Service Transition − Service Operation − Continual Service Improvement • To pass the ITIL Foundation V.3 Certification Exam Learning Objectives
  • 3. 3 August 22, 2013 • First published by UK Government in late 1980s • Best practice for IT Service Management − Proven ‘good practice’ that is in wide industry use • Updated to V2 in 2000/2001 − Improved for international audience − New types of service delivery • Updated to V3 in 2007 − Lifecycle model − Greater focus on strategy and business outcomes • Provides detail for other industry frameworks and standards such as: − COBIT − ISO/IEC 20000 IT Infrastructure Library (ITIL)
  • 4. 4 August 22, 2013 Key Concepts Service • A ‘service’ is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Service Provider • An organization supplying services to one or more internal customers or external customers Service Management • Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services • A set of Functions and Processes for managing Services over their Lifecycle
  • 5. 5 August 22, 2013 Service Owner The Service Owner is responsible to the Customer for a particular service • Initiation and transition • Ongoing maintenance and support • Monitoring and reporting • Identifying improvement opportunities • Prime customer contact
  • 6. 6 August 22, 2013 Key Concepts • Function − A team or group of people and the tools they use to carry out one or more processes or activities • Role − A set of responsibilities, activities and authorities granted to a person or team • Process − A set of activities designed to accomplish a specific objective. − A process takes defined inputs and turns them into defined outputs. − A process may include roles, responsibilities, tools and management controls required to deliver the outputs
  • 7. 7 August 22, 2013 Process Owner Responsible for: • Assisting with Process Design • Documenting the process • Making sure the process is being performed as documented • Making sure the process meets its aims • Monitoring and improving the process over time
  • 8. 8 August 22, 2013 RACI Model • A RACI model can be used to help define roles and responsibilities • It identifies the activities that must be performed alongside the various individuals and roles involved • RACI is an acronym for the four main roles of: − Responsible – The person or people responsible for getting the job done − Accountable – Only one person can be accountable for each task − Consulted – The people who are consulted and whose opinions are sought − Informed – The people who are kept up-to-date on progress
  • 9. 9 August 22, 2013 Suppliers and Contracts • Supplier − A third party responsible for supplying goods or services − These are required by the services provider to enable them to deliver services • Contract − A legally binding agreement between two or more parties to supply goods or services
  • 10. 9 August 22, 2013 Suppliers and Contracts • Supplier − A third party responsible for supplying goods or services − These are required by the services provider to enable them to deliver services • Contract − A legally binding agreement between two or more parties to supply goods or services