AXELOS - ITIL® Foundation

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Course administration
Course introduction
Start and finish Course style
LunchCoffee and breaks
M00 - Course introduction 2/13 | 2/370

Course objectives
Course introduction
 Getting to know the ITIL and it’s processes
and functions of the model
 Understanding terminology and scope
 Introduction to service management
 Understanding the ITIL process model
Main goal
 Attempt Foundation exam with confidence
 Communicate freely within ITIL,
understanding its principles and philosophy
Secondary goal
 Benefits and value of service management
and ITIL

Course introduction
Let’s Get to Know Each Other
 Please share with the class:
 Your name and surname
 Your organization
 Your profession
 Title, function, job responsibilities
 Your background in IT
 Your familiarity with the ITIL
 Your familiarity with the IT service
management
 Your experience with ITIL/YASM/USMBoK
 Your personal session expectations

Day1
Module Subject Start End
Total Time
(in hours)
01 Defining service management and ITIL 09:00 10:00 01:00
02 IT Service Management practice 10:00 11:00 01:00
03 The ITIL Service Lifecycle 11:15 11:30 00:15
04 Service Strategy (SS) 11:30 13:00 01:30
Lunch 13:00 13:30 00:30
05 Service Design (SD) 13:30 16:30 03:00
Recap Day 1 16:30 17:00 00:30
Total Training Time 08:00
Course agenda - Day 1
Course introduction

Day2
Total Time
(in hours)
Review Day 1 09:00 09:15 00:15
Service Design (SD) ctn. 09:15 11:00 01:45
07 Service Transition (ST) 11:00 13:00 02:00
Lunch 13:00 13:30 00:30
Service Transition (ST) ctn. 13:30 16:30 03:00
Recap Day 2 16:30 17:00 00:30
Course introduction

Day3
Total Time
(in hours)
Review Day 1 09:00 09:15 00:15
11 Service Operation (SO) 09:15 11:00 01:45
12 Continual Service Improvement (CSI) 11:00 13:00 02:00
Lunch 13:00 13:30 00:30
Foundation exam 13:30 14:30
Course introduction

ITIL Foundation certification
Course introduction
 Foundation Exam:
 Paper based and closed book exam
 Only pencil and eraser are allowed
 Simple multiple (ABCD) choice exam
 Only one answer is correct
 40 questions, pass mark is 26 (65%)
 1 hour exam
 No negative points, no “Tricky Questions”
 No pre-requisite for Foundation exam
 Sample, one (official) mock exam is
provided to you
Candidates completing an examination in a language that
is not their mother tongue, will receive additional time
ITILFND09M00 - Course introduction 8/13 | 8/370

ITIL Qualification Scheme / ITIL Certification Roadmap
Course introduction
ITILFND09M00 - Course introduction 9/13 | 9/370

ITIL official handbooks and examination syllabus
Course introduction
ITIL syllabus section code and title
ITILFND01 Service management as a practice
ITILFND02 The ITIL service lifecycle
ITILFND03 Generic concepts and definitions
ITILFND04 Key principles and models
ITILFND05 Processes
ITILFND06 Functions
ITILFND07 Roles
ITILFND08 Technology and architecture
ITILFND09 Competence and training
ITILFND10 Mock exam
Syllabus Handbook Page
Module slide number / total module slides
Slide number /
total slides
Module number
and name
ITIL
handbook page
ITIL syllabus
section code

ITIL interactive study guide mind map
Course introduction
See Appendix #2 for more mind maps from AXELOS Global Best Practice

ITIL interactive glossary
Course introduction
quizlet.com/42710414/

About course author - Mirosław Dąbrowski
twitter.com/mirodabrowski
linkedin.com/in/miroslawdabrowski
google.com/+miroslawdabrowski
miroslaw_dabrowski
www.miroslawdabrowski.com
Mirosław Dąbrowski
Agile Coach, Trainer, Consultant
(former JEE/PHP developer, UX/UI designer, BA/SA)
Creator Writer / Translator Trainer / Coach
• Creator of 50+ mind maps from PPM and related
topics (2mln views): miroslawdabrowski.com
• Lead author of more than 50+ accredited materials
from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL,
M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP,
CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc.
• Creator of 50+ interactive mind maps from PPM
topics: mindmeister.com/users/channel/2757050
• Product Owner of biggest Polish project
management portal: 4PM: 4pm.pl (15.000+ views
each month)
• Editorial Board Member of Official PMI Poland
Chapter magazine: “Strefa PMI”: strefapmi.pl
• Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods
translator for Polish language
• English speaking, international, independent
trainer and coach from multiple domains.
• Master Lead Trainer
• 11+ years in training and coaching / 15.000+ hours
• 100+ certifications
• 5000+ people trained and coached
• 25+ trainers trained and coached
linkedin.com/in/miroslawdabrowski
Agile Coach / Scrum Master PM / IT architect Notable clients
• 8+ years of experience with Agile projects as a
Scrum Master, Product Owner and Agile Coach
• Coached 25+ teams from Agile and Scrum
• Agile Coach coaching C-level executives
• Scrum Master facilitating multiple teams
experienced with UX/UI + Dev teams
• Experience multiple Agile methods
• Author of AgilePM/DSDM Project Health Check
Questionnaire (PHCQ) audit tool
• Dozens of mobile and ecommerce projects
• IT architect experienced in IT projects with budget
above 10mln PLN and timeline of 3+ years
• Experienced with (“traditional”) projects under high
security, audit and compliance requirements based
on ISO/EIC 27001
• 25+ web portal design and development and
mobile application projects with iterative,
incremental and adaptive approach
ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank,
Descom, Ericsson, Ericpol, Euler Hermes, General Electric,
Glencore, HP Global Business Center, Ideo, Infovide-Matrix,
Interia, Kemira, Lufthansa Systems, Media-Satrun Group,
Ministry of Defense (Poland), Ministry of Justice (Poland),
Nokia Siemens Networks, Oracle, Orange, Polish Air Force,
Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom,
Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy,
Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…
miroslawdabrowski.com/about-me/clients-and-references/
Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer:
(MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management,
Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,
DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0,
ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development /
Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM
Simulation …

Agenda
Defining service management and ITIL
1. Defining service management and ITIL
2. IT Service Management practice
3. The ITIL Service Lifecycle
4. Service Strategy (SS)
5. Service Design (SD)
6. Service Transition (ST)
7. Service Operation (SO)
8. Continual Service Improvement (CSI)
M01 - Defining service management and ITIL 2/34 | 15/370

Obstacles prevent effective engagement between business and IT
IT Seen as Black Box:
 Business lacks visibility
 Poor customer satisfaction
Overwhelming Demand:
• Unstructured capture of requests and ideas
• No formal process for prioritization and trade-offs
• Reactive vs. proactive
IT and Business divide:
 Business thinks in IT servies
 IT delivers in technology terms

Disparate solutions/systems reduce efficiency
No Single System of Record for
Decision Making
Relevant Metrics Hard
to Obtain
Disparate Systems Costly to
Maintain and Upgrade

IT Governance Landscape

Governance
 Governance - ensures that policies and strategy are actually
implemented, and that required processes are correctly followed
 Governance includes defining roles and responsibilities, measuring and
reporting, and taking actions to resolve any issues identified
 Early Governance
 In the form of controls
 Everyday operations of the mainframe controlled
 Early 90s
 Distributed processing introduced in IT
 Distributed processing
 n-tier processing, the Internet, and increasing virtualization make governance
and controls less prevalent
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IT Governance
 IT Governance - provides leadership, defines organizational
structures, defines processes
“IT governance is the responsibility of the board of
directors and executive management. It is an integral part
of enterprise governance and consists of the leadership,
organizational structures and processes that ensure that
the organization’s IT sustains and extends the
organization’s strategies and objectives.”
IT Governance Institute (2003). Board Briefing on IT Governance, 2nd edition

Standards and best practices a.k.a. “forest of methodologies”
ITIL
DSDM
PRINCE2
AgilePM
AgilePgM
OPBOK
TOGAF
M_o_R
MoP
MoVCOSO
MSP
ASL
BiSL
ISO 31000
ISO/IEC
20000
ISO/EIC
27001
COBIT
PMBOK
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ITIL
ITILFND01
“The ITIL is the most widely accepted approach to IT
service management in the world. ITIL is a cohesive
best practice framework, drawn from the public and
private sectors internationally. It describes the
organisation of IT resources to deliver business value,
and documents processes, functions and roles in IT
Service Management (ITSM).”

Basic information about ITIL
 ITIL is a registered trademark of AXELOS Ltd.
 ITIL is the basis of the worldwide standard for quality IT Service
Management, ISO 20000
 ITIL is in the public domain
 ITIL is vendor-neutral
 ITIL is used by the largest companies leveraging IT
 ITIL is non-prescriptive
 ITIL is process based
 adopt and adapt principle
 ITIL is a set of best practices
 ITIL is no longer an acronym for Information Technology
Infrastructure Library
ITILFND01
Quite often organisations see their
hardware/software assets as value.
Does you and your organisation sees
processes as a valuable asset?

Relationship with other AXELOS Global Best Practices and Models
The Portfolio,
Programme,
and Project
Management
Maturity
Model
(P3M3)
ITIL
Maturity
Model
(IMM)
ITILPortfolio,
Programme
and Project
Offices
(P3O)
Management
of Value
(MoV)
Management
of Risk
(M_o_R)
Best practice guides
AXELOS common glossary
PRINCE2
Maturity
Model
(P2MM)
Models
(MoP)
Management of Portfolios
(MSP)
Managing Successful Programmes
(PRINCE2)
PRojects IN Controlled Environments
Portfolio
Office
Programme
Office
Project
Office
RESILIA

ITIL Maturity Model

ITIL History
1980s
1989 –
1996
2000 –
2001
2007 2011 2014
ITIL V1
• first publication -
HelpDesk (1998)
• 34 volumes
ITIL V2
• process approach
• Service Delivery
• Service Support
ITIL V3 (30 may 2007)
• ITIL Refresh project (11.2004 –
05.2007)
• ITIL Refresh Development
Programme Board
• Extensive cooperation on a global
scale: itSMF, EXIN, ISEB, APMG,
ISO, TSO, Jim Clinch, Sharon
Taylor (ITIL Lead Architect)
• Model the life cycle of services
described in 5 publications
Significant upgrade to version 3
• include all items that describe the life cycle of
services
• summary of updates in the position: „ITIL
2011 – Summary of Updates”
AXELOS Limited
• AXELOS has a majority
stake in the products Best
Practice Management
• Rebranding the entire Best
Management Practice to
AXELOS Global Best
Practice

Selected benefits of using ITIL
 Improving cooperation of IT – Business/Customer
 Greater involvement of IT
 IT as a partner, not the supplier
 Improve resource utilization
 Decrease rework
 Improve upon project deliverables and time
 Improve availability, reliability and security of
mission critical IT services
 Provide services that meet business, customer,
and user demands
 Integrate central processes
 Document and communicate roles and
responsibilities in service provision

Real World Benefits of using ITIL
 Procter & Gamble
 Started using ITIL in 1999 and has realized a 6% to 8% cut in
operating costs. Another ITIL project has reduced help desk calls
by 10%. In four years, the company reported overall savings of
about $500 million.
 Caterpillar
 Embarked on a series of ITIL projects in 2000. After applying ITIL
principles, the rate of achieving the target response time for
incident management on Web-related services jumped from
60% to more than 90%.
 Nationwide Insurance
 Implementing key ITIL processes in 2001 led to a 40% reduction
of its systems outages. The company estimates a $4.3 million
ROI over the next three years.
 Capital One
 An ITIL program that began in 2001 resulted in a 30% reduction
in systems crashes and software-distribution errors, and a 92%
reduction in “business-critical” incidents by 2003.
Source: Pink Elephant
– “The Benefits of
ITIL® White Paper”,
March 2006

Service, Outcome
 Service - means of delivering value to customers by facilitating the
outcomes customers want to achieve without the ownership of
specific costs and risks
 Internal Services
 External Services
 Outcome - the result of carrying
out an activity, following a process,
or delivering an IT service
 The term is used to refer to
intended results as well as
to actual results
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Anatomy of a Service (technical view)
Applications
FirewallNetwork
Switch
Load
Balancer Portal
Identity Manager
Web Servers
Router
SAP
PSFT
Siebel
3rd Party
Applications
Databases
Mainframe
Database
Web Services

Internal, External Business services
The business
Business Units (internal customers)
External
customer
IT department
Resources Capabilities
Business services Internal services External services
©AXELOSLtd.2013.MaterialisreproducedunderlicencefromAXELOS.
SS, 13, 35ITILFND01
External
customer
External
customer
External
customer
External
customer
External
customer

Classification of services
 Services can be discussed in terms of how they relate to one another
and their customers
 Core Service - a service that delivers the basic outcomes desired by one or more
customers
 Enhancing Service - a service that is added to a core service to make it more
attractive to the customer
 Enhancing services are not essential to the delivery of a core service but are used to
encourage customers to use the core services or to differentiate the service provider
from its competitors
 Enabling Service - a service that is needed in order to deliver a core service
 Enabling services may or may not be visible to the customer, but they are not offered
to customers in their own right
 Supporting Service - service that is not directly used by business
organization, but is required by the provider of services for the
delivery of services aimed at the consumer

Stakeholders
 Stakeholders - any person, group of people or organization affected
by a process or associated with the process
 Stakeholders may include customers, partners, employees, owners, users etc. …

Stakeholders - Internal, External Customer
 Customer - someone who buys goods or services
 The customer of an IT service provider is the person or group who defines and
agrees the service level targets
 Internal Customer - a customer who works for the same business as the IT
service provider
 Provider and internal customers are parts of the same organisation
 External Customer - a customer who works for a different business from the IT
service provider
 Provider and external customer are separate units that belong to separate
organizations
 Both types must be provided with the agreed level of service and the
same levels of customer service
 Services are often designed, transitioned, delivered and improved in
different ways
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Stakeholders - User
 User - a person who uses the IT service on a day-to-day basis
 Users are distinct from customers, as some customers do not use the IT service
directly

Stakeholders - Supplier
 IT Service Provider - a service provider that provides IT services to
internal or external customers
 Both internal IT department or an independent company
 Supplier - a third party responsible for supplying goods or services
that are required to deliver IT services like network and telecom
services, hardware maintenance, datacentre services, hosting,
collocation etc.

Process
 Process - a structured set of activities designed to accomplish
a specific objective
 A process is measurable and performance driven
 It may include any of the roles, responsibilities, tools and management controls
required to reliably deliver the outputs
 A process may define policies, standards, guidelines, activities and work
instructions if they are needed
 A process takes one or more defined inputs and turns them into defined outputs
 A process exists to deliver a specific, identifiable and countable result
 A process must meet expectations of all internal and external customers
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Process model

Process components
ITILFND01 SS, 21
Process control
Process owner
Process policy
Process objectives
Process
documentation
Process feedback
Process activities
Process metrics
Process roles
Process
procedures
Process
improvements
Process work
instructions
Process resources
Process
capabilities
Process
Process enables
Triggers
Process
inputs
Process
outputs
Including process
Reports and
reviews

Characteristics of a process
Measurable
 Performance driven
 Cost, quality, duration, productivity …
Specific results
 Delivery of a specific output/result
 Individually identifiable and countable
Stakeholders
 Delivery of result to a customer or stakeholder
 Meeting customers' expectations
 Could be internal or external
Originating from a
certain event
 Traceable to a specific trigger
 Responds to a specific event or is triggered at certain dates

Activity, Function, Role
 Function - a team or group of
people and the tools or other
resources they use to carry out
one or more processes or
activities - for example, the
service desk
 Role - a set of responsibilities,
activities and authorities
assigned to a person or team
 A role is defined in a process or
function
 One person or team may have
multiple roles
 Activity - a set of actions
designed to achieve a
particular result. Activities are
usually defined as part of
processes or plans, and are
documented in procedures
SS, 22 - 23ITILFND01M01 - Defining service management and ITIL 29/34 | 42/370

Process Roles
 Process owner
 Ensures a process is fit for purpose
 Accountable for process being performed to agreed standard
 Process manager
 Accountable for operational management of a process
 May be several (e.g. regional) process managers per process
 Possible to combine with process owner role
 Process practitioner
 Responsible for carrying out one or more process activities
 Possible to combine with process manager role

Service components
OLAs
contracts
Supporting
services
Support teams
Service
management
processes
Business
process 1
Business
process 2
Business
process N
Policy / Strategy
Governance /
Compliance
SLA / SLR
Costs / Price
Service
Infrastructure Environment Data Applications
Business Process
management
Requirements / Needs
Suppliers
UTILITY
WARRANTY
Resources and
capabilities

Module review and summary
 Basic information about ITIL
 ITIL History
 Definitions
 Service
 Outcome
 Internal, External Business services
 Customer
 User
 Supplier
 Process
 Function
 Activity
 Role
 Definitions
 Governance
 IT Governance

Q&A

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