ITIL V3 Foundations Chapter1


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This is the first chapter of my ITIL Foundations Training presentation.

ITIL V3 Foundations Chapter1

  1. 1. ITIL V3 Foundations<br />An Overview & Introduction<br />Mark Brunner - 2009<br />
  2. 2. Chapter 1<br />Introduction<br />
  3. 3. Presentation Purpose<br />Fundamental understanding of :<br />ITSM<br />Information Technology Infrastructure Library<br />Service Strategy<br />Service Design<br />Service Transition<br />Service Operation<br />Continual Service Improvement<br />
  4. 4. Business & Information Technology<br />Information has become a value in itself <br />IT aids existing Businesses by increasing efficiency and effectiveness<br />IT enables new types of Business<br />
  5. 5. This Changing World <br />Speed of Business increases<br />Globalization and lower transaction costs redefine Business<br />Business models are redefined<br />
  6. 6. What is Information Technology<br />IT Changes meaning with context:<br />IT as an &quot;Organization&apos;&apos;<br />IT as a &quot;Component&apos;&apos;<br />IT as a Service&apos;&apos;<br />IT as an &quot;Asset&apos;&apos;<br />
  7. 7. IT’s All About Services<br />Definition of a Service:<br /> &quot;Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.”<br />“People want a quarter inch hole, <br /> not a quarter inch drill.”<br /> Professor T. Levitt, <br /> Harvard Business School<br />
  8. 8. Business Service A<br />IT as ‘Biz’ Process Enabler<br />Business Process 1<br />Business Process 2<br />Business Process 3<br />Business Process 1<br />Business Process 2<br />Business Process 3<br />Business Process 1<br />Business Process 2<br />Business Process 3<br />IT Service X<br />IT Service Y<br />IT Assets & Resources<br />
  9. 9. Company<br />Customers<br />External Service Provider<br />Corporate<br />Business Unit A<br />Business Unit B<br />Shared Services Unit<br />Internal Service Provider A<br />Internal Service Provider B<br />
  10. 10. Business / IT Alignment<br />Customers of IT require IT Services that continuously support their Business needs<br />IT should be aware of rapid changes in Business<br />Internal providers face possible outsourcing and must run their IT as a Business<br />
  11. 11. Governance<br />Corporate Governance is the ethical behavior of directors or others in the creation and preservation of wealth for all stakeholders.<br />(IT Governance Institute)<br />Corporate Governance<br />IT Governance<br />Financial Governance<br />Other Governance<br />IT Governance is an integral part of corporate governance that ensures the organization’s IT sustains and extends the organization’s strategies and objectives.<br />(IT Governance Institute)<br />
  12. 12. Adoption of Good Practice<br />Business Requirements<br />Dynamic Environment<br />Sourcing Strategy<br />Practice”<br />“Good<br />IT Service Provider<br />
  13. 13. Service Management Practice<br />Standards<br />Industry Practice<br />Research<br />Training & Education<br />Experience<br />Employees<br />Customers<br />Suppliers<br />Consultants<br />Technologies<br />Sources<br />Enablers<br />Substitutes<br />Competition<br />Regulators<br />Compliance<br />Drivers<br />Scenarios<br />Customers<br />Commitments<br />IT Service Management Practice Fit For Organization<br />
  14. 14. IT Service Management<br />Service Management Defined:<br />“A set of specialized organizational capabilities for providing value to customers in the form of Services.”<br />Another Definition:<br />“IT Service Management is the effective and efficient process driven management of quality IT services.”<br />A professional practice supported by knowledge, experience and skills, focusing on a service oriented approach.<br />
  15. 15. IT Service Management Challenges<br />Intangible nature of output .<br />Difficult to measure, control, and validate.<br />Demand tightly coupled with Customer assets.<br />Little buffer between back-office and Customer.<br />Service output and Service capacity perishable by nature.<br />
  16. 16. Benefits of ITSM<br />Improved quality service provisioning.<br />Cost justifiable service quality.<br />Services meeting business, customer and user demands.<br />Integrated centralized processes.<br />Roles and responsibilities are known.<br />Learn from previous experience.<br />Measurable return on investment.<br />
  17. 17. ITIL Introduction<br />ITIL – IT Infrastructure Library<br />History:<br />Emerged in 1980’s.<br />ITIL v2 in 2001<br />ITIL v3 in 2007<br />ITIL is not proprietary<br />Based on best practices in industry<br />itSMF International User Group<br />
  18. 18. Publications<br />Complimentary<br />Continual Improvement<br />Design<br />Service<br />Service<br />ITIL<br />Operations<br />Service<br />Continual Improvement<br />Core Libraries<br />Strategy<br />Continual Improvement<br />Service<br />Transition<br />Web Support<br />Services<br />
  19. 19. ITSM Process Diagram<br />Process Owner<br />Control<br />INPUT<br />OUTPUT<br />Business Process <br />ENABLERS<br />Process Manager<br />
  20. 20. Process Definition<br />“A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external Customer or stakeholder.”<br /><ul><li>Processes are strategic assets when they create advantage or market differentiation.</li></li></ul><li>Process Characteristics<br />Process is Measurable<br />Provides Specific Results<br />Delivers to Customers<br />Responds to Specific Events<br />
  21. 21. ITSM Org Structure<br />Function:<br />A logical concept that refers to the people and automated measures that execute a defined process, an activity or a combination of processes or activities. <br />Provides units of organization responsible for specific outcomes.<br />Role:<br />A set of connected behaviors or actions that are performed by a person, team or group in a specific context.<br />Other Concepts:<br />Groups<br />Teams<br />Departments<br />Divisions<br />
  22. 22. RACI Model<br />Process Owner Incident Mgr<br />Incident Manager<br />1st Line Support<br />2nd Line Support<br />Process Design<br />A<br />R<br />I<br />I<br />Staff Training<br />A<br />R<br />I<br />I<br />Incident Identification<br />A<br />R<br />I<br />Incident Logging<br />A<br />R<br />I<br />Incident Classification<br />A<br />R<br />I<br />Incident Investigation & Diagnosis<br />A<br />R<br />C/I<br />
  23. 23. Service Lifecycle Approach<br />Continual Service Improvement<br />Service Strategy<br />Continual<br />Improvement<br />Service<br />
  24. 24. Focus On Service Lifecycle<br />Service Lifecycle fundamental to ITIL refresh.<br />Previously focused on delivery & support.<br />Now aligns with business strategy.<br />
  25. 25. Service Lifecycle Stages<br />Service Strategy<br />Service Design<br />Service Transition<br />Service Operation<br />Continual Service Improvement<br />Service Lifecycle<br />Policy/Guidelines<br />Feedback & Improvements<br />
  26. 26. Continual Service Improvement<br />Continual Service Improvement<br />Continual Service Improvement<br />Value Creation<br />Phase Effort<br />Phase Effort<br />Phase Effort<br />2<br />d<br />1<br />Service Strategy<br />Service Operation<br />VALUE<br />Service Design<br />Service Operation<br />Service Transition<br />Service Operation<br />c<br />Service Transition<br />Service Strategy<br />a<br />Service Transition<br />Service Design<br />Time Period 1<br />Service Design<br />Service Strategy<br />b<br />Time Period 3<br />Time Period 2<br />
  27. 27. ITIL-3 Processes & Functions<br />IT Operations Management<br />(FUNCTION)<br />Supplier Management<br />Knowledge Management<br />Application Management<br />(FUNCTION)<br />Service Catalog Management<br />Evaluation<br />Validation & Testing<br />InfoSecManagement<br />Technical Management<br />(FUNCTION)<br />Strategy Generation<br />Transition Planning & Support<br />Continuity Management<br />Request Fulfillment<br />Demand Management<br />Release & Deployment Management<br />Event Management<br />Capacity Management<br />Access Management<br />Service Portfolio Management<br />Availability Management<br />Problem Management<br />Asset & Config Management<br />Incident Management<br />Financial Management<br />Service Level Management<br />Service Desk (FUNCTION)<br />Change Management<br />Service Strategy<br />Service Design<br />Service Transition<br />Service Operation<br />Continuous Improvement<br />7-Step Improvement Process, Deming Cycle, CSI Model…<br />Service Reporting<br />Service Measurement<br />
  28. 28. LEVEL<br />SERVICE LIFECYCLE PHASE<br />Strategic<br />Decision Levels<br />Service Strategy<br />Tactical<br />Service Design<br />Continuous Improvement<br />Service Transition<br />Operational<br />Service Operation<br />
  29. 29. ITIL Certifications<br />No<br />Exam<br />ITIL MASTER<br />22<br />ITIL EXPERT<br />Managing Through The Lifecycle<br />5<br />Lifecycle Stream<br />Capability Stream<br />15<br />16<br />ITIL Foundations in IT Service Management<br />2<br />
  30. 30. ITIL Foundations Exam<br />40 Multiple Choice Questions.<br />65% Score Required To Pass (26 correct).<br />1 Hour Allotted.<br />
  31. 31. ITIL Introduction Review<br />Summary<br />Service Management as a Practice<br />Business and IT<br />Definition of Service<br />Definition of Service Management<br />The IT Organization<br />Process Model<br />Characteristics of Processes<br /><ul><li>ITIL
  32. 32. History
  33. 33. Service Lifecycle
  34. 34. Structure, Scope and Components of the ITIL Library
  35. 35. Certification Paths</li></li></ul><li>Thank You<br />This is the end of Chapter 1.<br />In the actual training presentation, there are: <br />Over 200 slides.<br />5 to 15 minutes worth of talking points per slide.<br />Animated sequences to present and clarify concepts.<br />Mark Brunner - 2009<br />