ITIL Training Module 1 Service Management Part 1

ITIL® KEY CONCEPTS &
SERVICE MANAGEMENT AS PRACTICE
Module1
ITIL TRAINING

1. ITIL® KEY CONCEPTS
 Increasing Complex of IT services
 External Dependencies and Influences
 Need for higher visibility fo IT service failure
 Manage Changes with minium impact on existing Services
 Higher Customer expectations
WHY DO WE NEED IT SERVICE MANAGEMENT?
2
Copyright © Skillogic Consulting Solutions Pvt Ltd and AXELOS Limited 2013. All rights reserved.
*Italic font material in this document has been sourced from ITIL® 2011 core publications.
No part of this document may be reproduced in any form without the written permission of both Skillogic and
AXELOS Limited. Permission can be requested at support@skillogic.com and licensing@AXELOS.com

 ITIL® is the most widely adopted approach for IT Service
Management in the world. It provides a practical, no-nonsense
framework for identifying, planning, delivering and supporting IT
services to the business.
 Adopting ITIL® can offer users a huge range of benefits that include:
 Improved IT services
 Reduced costs
 Improved customer satisfaction through a more professional approach to
service delivery
 Improved productivity
 Improved use of skills and experience
 Improved delivery of third party service.
WHAT IS ITIL®?
3

The key characteristics of ITIL® that contribute to its global success
 Best practice:ITIL® represents the learning experiences and
thought leadership of the world’s best-in-class service providers
 Vendor-neutral:ITIL® service management practices are applicable
in any IT organization because they are not based on any
particular technology platform or industry type.
 Non-prescriptive:ITIL® offers robust, mature and time-tested
practices that have applicability to all types of service organization
WHY ITIL® IS SO SUCCESSFUL?
4

 Deliver value for customers through services.
 Integrate the strategy for services with business strategy and
customers needs
 Measure, monitor and optimise IT services and service provider
performance
 Manage the IT investment and budget
 Manage risk
 Manage knowledge
 Reduces cost and Optimize services
 Change organization culture across the enterprise
 Improve relationship with customers
WHY ITIL® IS SO SUCCESSFUL?
5

 Best Practice
Proven activities or processes that have been successfully
used by multiple organizations
 Sources of Best Practice
 Public frameworks
 Standards
 Proprietary knowledge of organizations and individuals
BEST PRACTICE
6

BEST PRACTICE
7
Academic research
Industry practices
Standards
Internal experience
Training and education
Sources
(generate)
Suppliers
Customers
Employees
Technologies
Advisers
Enablers
(aggregate)
Drivers
(filter)
Scenarios
(filter)
Substitutes
Regulators
Customers
Commitments
Compliance
Competition
Knowledge fit for business
Objectives, context and purpose
© AXELOS copyright 2013. Reproduced under licence of AXELOS Limited

 Proprietary Frameworks
 Difficult to adopt, adapt or transfer
 Customized for local context and the specific needs of the business
 Difficult to Document
 Not for freee, owners expect to be rewarded for their investments
 Public Frameworks
 Validated across various organisations, cultures , environment and contexts
 Public training and certification enabling labor market skills
 Widely distributed among a large community of professionals
PROPREITARY AND PUBLIC FRAMEWORKS
8

 1980 – Office of Government Commerce initiated collection
and adoption of best practices
 1989 – First official version published
 2002 – Version 2 published
 Service Support, Service Delivery & Service Desk
 2007 – Version 2007 was released
 Major revision with service lifecycle approach
 2011 – Improved consistency across core publications
ITIL® EVOLUTION
9

ITIL® SERVICE LIFECYCLE - OVERVIEW
10
Continual
service
improvement
Service
transition
Service
strategy
Service
Operation
Service
design
© AXELOS copyright 2013. Reproduced under licence of AXELOS Limited

 ITIL® Core Publications
 Provides structure, stability and strength to service management capabilities,
with durable principles, methods and tools
 Serves to protect investments and provide the necessary basis for measurement,
learning and improvement
 The ITIL® core consists of five lifecycle publications
 ITIL® Service Strategy
 ITIL® Service Design
 ITIL® Service Transition
 ITIL® Service Operation
 ITIL® Continual Service Improvement
ITIL® CORE PUBLICATIONS
11

 Service – is a means of delivering value to customers by facilitating
outcomes customers want to achieve without ownership of specific
costs and risks
 Outcomes – is the result of carrying out an activity, following a
process, or delivering an IT service etc.
 Service Management – is a set of organisational capabilities for
providing value to customers in the form of services
SERVICE MANAGEMENT AS PRACTICE
12

 IT Service Management
 The implementation and management of quality IT services that
meet the needs of the business
 Performed by IT service providers through an appropriate mix of
people, process and information technology
 Managing IT from the business perspective enables
organizational high performance and value creation
 IT Service Provider
 A service provider that provides IT services to internal or external
customers
SERVICE MANAGEMENT AS PRACTICE..2
13

 Stakeholders have an interest in an organization, project or
service etc. and may be interested in the activities, targets,
resources or deliverables from service management.
 Internal Stakeholders : functions, groups and teams that
deliver the services
 External Stakeholders : Customers, Users and Suppliers
STAKEHOLDERS
14

 Users : Those who use the service on a day-today basis
 Suppliers : A third party responsible for supplying goods or services
that are required to deliver IT services
 Customers
 Those who buy goods or services
 The customer of an IT service provider is the person or group who
defines and agrees the service level targets
STAKEHOLDERS..2
15

STAKEHOLDER RELATIONSHIP
16
CUSTOMERS
USERS
IT SERVICE PROVIDER
EXTERNAL
SUPPLIER
INTERNAL
SUPPORT
Service Provider
Organisation

 Internal Customers
 Customers who work for the same business as the IT service provider
 External Customers
 Customers who work for a different business from the IT service
provider
 Typically purchase services from the service provider by means of a
legally binding contract or agreement
INTERNAL AND EXTERNAL CUSTOMERS
17

INTERNAL AND EXTERNAL CUSTOMERS..2
18
IT DEPARTMENT
BUSINESS UNITS
(INTERNAL CUSTOMERS)
EXTERNAL CUSTOMERS
(EXTERNAL CUSTOMERS)

 Internal Services:
 Servicesare delivered between departments or business units in
the same organisation.
 External Services
 Services are delivered to external customers
INTERNAL AND EXTERNAL SERVICES
19

20
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ITIL Training Module 1 Service Management Part 1

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ITIL Training Module 1 Service Management Part 1