This document provides an introduction to ITIL v.3 Foundation. It outlines the learning objectives which are to understand the ITIL service management lifecycle and its five core practices. It describes how ITIL has evolved over time to become best practice for IT service management. Key concepts discussed include services, service providers, service management, service owners, processes, and roles like process owners. The RACI model for defining roles and responsibilities is also introduced.

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