Itiationgk

ITIL® 4 Foundation Training
1
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL® Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All
rights reserved.
ITIL® is a registered trade mark of AXELOS Limited, used under permission
of AXELOS Limited. All rights reserved.
Organized By
Delivery Partner

About ITIL® Training Manual
AXLEOS Limited –
 ITIL® is a registered trade mark of AXELOS Limited, used under permission of
AXELOS Limited. All rights reserved.
 The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of
AXELOS Limited. All rights reserved.
 The ITIL® Accredited Training Organization logo is a trade mark of AXELOS
Limited, used under permission of AXELOS Limited. All rights reserved.
2

ABOUT LEO LOURDES
Trainer Profile
(MBA IT Management, BoM Hons. HRM)
Implementer of ISO 20000-1:2011
Certified in COBIT® 5
Certified in ISO 9001 Auditor (PECB)
Certified in PRINCE2® in Project Management
Certified in ITIL® Practitioner
Certified in ITIL® Intermediate Certificate in IT Service Operation
Certified in ITIL Information Security based on ISO/IEC 27002
Certified in ITIL for Cloud Computing
Certified in ITIL IT Service Management
Certified in Coaching and Calibration Skills for Call Center
Certified in Delivering Learning / Teaching by City & Guilds, United Kingdom
leo@thinkleosolutions.com
+6012-311 6457 / +6016-349 1793
Experience:
Management Representative (MR) ISO 20000-1: 2011
IT Service Management (Incident, Problem, Change) Manager
Security, Compliance & Risk Management
Senior CRM Delivery Analyst
Certified Trainer
Certified IT Auditor & Consultant
3

Introduce Yourself
4

Introduction
 Name
 Professional experience
 Current role
 What you know about ITIL?
 Any previous ITIL certifications
 What you expect from the session?
5

Key Concepts Guiding Principles 4 Dimensions
Service ValueSystem
& Chain
ITIL Practices
Course Content
6
1. Key Concepts of Service Management
i. Definitions
ii. Creating Value
iii. Service Relationship
2. Guiding Principles – Adopt & Adapt
i. Use and interactions
ii. Explanations
3. Four Dimensions of Service Management
i. Four Dimensions – Description
4. ITIL Service Value System
i. ITIL Service Value System – Description
5. Service Value Chain activities
i. Nature of Service Value Chain
ii. Input, Output and Purpose
6. Key terms of 18 ITIL Practices
i. Purpose of ITIL Practices
ii. Definitions of ITIL Terms
7. Understand 7 ITIL Practices
i. Detailed Explanation

Service ValueSystem
& Chain
ITIL Practices
Key Concepts
Of
Service Management
7

Service ValueSystem
& Chain
ITIL Practices
Understanding Basics
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. 8
• What is Service ?
• What is Service Management ?
Service is:
 A means of enabling value co-creation
 by facilitating outcomes that customers want to achieve,
 without the customer having to manage specific costs and risks.
Service management is:
 A set of specialized organizational capabilities
 for enabling value for customers
 in the form of services.

Service ValueSystem
& Chain
ITIL Practices
Value = Utility and Warranty
WARRANTY
T/F
T/F
T/F
Fit for
purpose?
Fit foruse?
OR
AND
UTILITY
Performance supported?
Constraints removed?
Available enough?
Capacity enough?
Continuous enough?
Secure enough?
T: True
F:False
Value-created
AND

Service ValueSystem
& Chain
ITIL Practices
Value = Utility and Warranty
Utility: ‘what the service does’ and can be used to determine whether a
service is ‘fit for purpose’.
Warranty: ‘how the service performs’ and can be used to determine
whether a service is ‘fit for use’.
Example: A recreational theme park may offer many exciting rides designed
to deliver thrilling experiences for park visitors (utility), but if a significant
number of the rides are frequently unavailable due to mechanical
difficulties, the park is not fulfilling the warranty (it is not fit for use) and the
consumers will not receive their expected value. Likewise, if the rides are
always up and running during advertised hours, but they do not have
features that provide the levels of excitement expected by visitors, although
the warranty is sufficient, the utility is not. Again, consumers would not
receive the expected value.

Service ValueSystem
& Chain
ITIL Practices
Who is the Customer
11

Service ValueSystem
& Chain
ITIL Practices
Key Concepts
Organization : A person or a group of people that has its own functions
with responsibilities, authorities and relationships to achieve its objectives.
Customer: A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
User: A person who uses services.
Sponsor: A person who authorizes budget for service consumption.

Service ValueSystem
& Chain
ITIL Practices
Value
Service providers deliver value to their consumers by facilitating
them to achieve outcomes, and in doing so, take on some of the
associated risks and costs.
Risk: A
possible event
that could
cause harm or
loss, or make it
more difficult
to achieve
objectives.
Output: A tangible
or intangible
deliverable of an
activity.
Outcome: A result
for a stakeholder
enabled by oneor
more outputs.
Cost: The
amount of
moneyspent
on a specific
activity or
resource.

Service ValueSystem
& Chain
ITIL Practices
Value
Value is the perceived benefits, usefulness, and importance of something.
Value Co-creation is as business strategy focusing on customer experience
and interactive relationships. Co-creation allows and encourages a more
active involvement from the customer to create a value rich experience.

Service ValueSystem
& Chain
ITIL Practices
Service Offering
Component Description Examples
Goods • Supplied to the consumer
• Ownership is transferred to the consumer
• Consumer takes responsibility for future use
A mobile phone
A physical server
Access to resources • Ownership is not transferred to the consumer
• Access is granted or licensed to the consumer
under agreed terms and conditions
•The consumer can only access the resources
during the agreed consumption period and
according to other agreed service terms
Access to the mobile network, or to
network storage
Service actions • Performed by the service provider to address
a consumer’s needs
• Performed according to agreement with the
consumer
User support
Replacement a piece of equipment
A description of one or more services, designed to address the needs of
a target consumer group. A service offering may include goods, access
to resources, and service actions.
Components of a service offering

Service ValueSystem
& Chain
ITIL Practices
Service Relationships
Service relationship
Service relationships include service provision, service consumption
and service relationship management.
Service provision:
Activities performed by an organization to provide services.
Service consumption: Activities performed by an organization to
consume services.
Service relationship management: Joint activities performed by a
service provider and a service consumer to ensure continual value co-
creation

Service ValueSystem
& Chain
ITIL Practices
Service Relationship Model
When services are delivered by the provider, they create new
resources for service consumers, or modify their existing ones.

Service ValueSystem
& Chain
ITIL Practices
ITIL Guiding Principles
Adopt and Adapt
Service Management
18

Service ValueSystem
& Chain
ITIL Practices
ADOPT AND ADAPT
19
Adopt
• Commits to adopting a service-oriented, customer-focused culture. Successin
service management is based on a genuine commitment to this change.
Adapt
• Strive to understand ITIL best practices, to understand why they are
recommended, and then to apply critical thought to adapting those best
practices to the organization’s circumstances, needs, goals and objectives.

Service ValueSystem
& Chain
ITIL Practices
Guiding Principles
20
Guiding Principle:
• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

Service ValueSystem
& Chain
ITIL Practices
Focus On Value
21
• Know how service consumers use each service
• Encourage a focus on value among all staff
• Focus on value during normal operational activity as well as during
improvement initiatives
• Include focus on value in every step of any improvement initiative

Service ValueSystem
& Chain
ITIL Practices
Start Where You Are
22
• Look at what exists, using the desired outcome, as the starting
point
• How successful practices or services can be replicated or expanded
upon
• Apply risk management skills
• Recognize if nothing from current state can be reused

Service ValueSystem
& Chain
ITIL Practices
Progress Iteratively With Feedback
23
• Comprehend the whole, but do something
• The ecosystem is constantly changing, so feedback is essential
• Fast does not mean incomplete

Service ValueSystem
& Chain
ITIL Practices
Collaborate And Promote Visibility
24
• Collaboration does not mean consensus
• Communicate in a way the audience can hear
• Decisions can only be made on visible data

Service ValueSystem
& Chain
ITIL Practices
Think And Work Holistically
25
• Recognize the complexity of the systems
• Collaboration is key to thinking and working holistically
• Where possible, look for patterns in the needs of andinteractions
between system elements
• Automation can facilitate working holistically

Service ValueSystem
& Chain
ITIL Practices
Keep It Simple & Practical
26
• Ensure value
• Simplicity is the ultimate sophistication
• Do fewer things, but do them better
• Respect the time of the people involved
• Easier to understand, more likely to adopt
• Simplicity is the best route to achieving quick wins

Service ValueSystem
& Chain
ITIL Practices
Optimize & Automate
27
• Simplify and/or optimize before automating
• Define your metrics
• Use the other guiding principles
• Progress iteratively with feedback
• Keep it simple and practical
• Focusing on value
• Start where you are

Service ValueSystem
& Chain
ITIL Practices
4 Dimensions
Of
Service Management
28

Service ValueSystem
& Chain
ITIL Practices
4 Dimensions of Service Management
29

Service ValueSystem
& Chain
ITIL Practices
Organisations & People
30
• Roles & Responsibilities
• Formal Organisational Structure
• Culture
• Required staffing & competences

Service ValueSystem
& Chain
ITIL Practices
Information & Technology
31
• Information & Knowledge
• Technologies
• Relationship between different SVS components
• Inputs & Outputs of activities and practices

Service ValueSystem
& Chain
ITIL Practices
Partners & Suppliers
32
• Sourcing Strategy
• SIAM (wherever required)
• Evaluation of contracts
• Contract Management

Service ValueSystem
& Chain
ITIL Practices
Value Streams & Processes
33
Value stream
A series of steps an organization undertakes to create and
deliver products and services to consumers
Focus Area
• Integration & coordination
Process
A set of interrelated or interacting activities that transform
inputs into outputs.
Focus Area
• Organising activities
• Efficiency and effectiveness of activities

Service ValueSystem
& Chain
ITIL Practices
ITIL
Service Value System
(SVS)
34

Service ValueSystem
& Chain
ITIL Practices
ITIL - Service Value System (SVS)

Service ValueSystem
& Chain
ITIL Practices
SVS - Components
•Guiding principles Recommendations that can guide an organization in
all circumstances, regardless of changes in its goals, strategies, type of
work, or management structure.
•Governance The means by which an organization is directed and
controlled.
•Service value chain A set of interconnected activities that an
organization performs to deliver a valuable product or service to its
consumers and to facilitate value realization.
•Practices Sets of organizational resources designed for performing work
or accomplishing an objective.
•Continual improvement A recurring organizational activity performed
at all levels to ensure that an organization’s performance continually
meets stakeholders’

Service ValueSystem
& Chain
ITIL Practices
Service Value Chain
&
Activities
37

Service ValueSystem
& Chain
ITIL Practices
Eg. - value chain, practices & value streams
A mobile application development company has a value chain,
enabling the full cycle of application development and management,
from business analysis to development, release and support. The
of practices, supported with
company has developed a number
specialised resources and techniques:
• Business analysis
• Development
• Testing
• Release and deployment
• Support
Value Streams (Examples):
1. The development of a new application for a new client
2. Changing an existing app to meet new requirements of existing clients
3. Experiments with new or existing apps to expand the target audience.

Service ValueSystem
& Chain
ITIL Practices
Service Value Chain

Service ValueSystem
& Chain
ITIL Practices
Value Chain Activities
40
• Plan
• Improve
• Engage
• Design and Transition
• Obtain/Build
• Deliver and Support.

Service ValueSystem
& Chain
ITIL Practices
Plan
Purpose: To ensure a shared understanding of the vision, current status
and improvement direction for all four dimensions and all products and
services across the organization.
Input Output
Plan
•Policies
•Requirements
•Improvement
initiatives
•New and Changed
Products
•Plans
•Architectures and
policies
•Improvement
opportunities
•Product and
service portfolio

Service ValueSystem
& Chain
ITIL Practices
Improve
Purpose: To ensure continual improvement of products, services and
practices across all value chain activities and the four dimensions of
service management.
Input Output
Improve
•Stakeholders
Feedback
•Performance
Information &
Improvement
Opportunities
•New and Changed
Products
•Plans &Improvement
information
•Performance
Information
•Improvement status
•Contract Requirements

Service ValueSystem
& Chain
ITIL Practices
Engage
Purpose: To provide a good understanding of stakeholder needs,
transparency, and continual engagement and good relationships with all
stakeholders.
Input Output
Engage
•Product &service
portfolio
•Demand for Services
& Products
•Incident & Service
Request
•Service Performance
Information
•Improvement
Initiatives & Status
•Improvement
opportunities
•Stakeholders Feedback
•Change Request
reports for customer
•Products & Service
requirements
•User support task

Service ValueSystem
& Chain
ITIL Practices
Design and transition
Purpose: of this value chain activity is to ensure that products and
services continually meet stakeholder expectations for quality, costs and
time-to-market.
Input Output
Design &
Transition
•Portfolio Decisions
•Architectures and
policies
•Product and Service
requirements
•Improvement
Initiatives and plans
•Improvement status
reports
•Service Components
•New & Changed
products & Services
•Requirements
&Specifications
•Contract & agreement
requirements
•New & changed
products & services
•Performance information
& improvement
opportunities

Service ValueSystem
& Chain
ITIL Practices
Obtain/build
Purpose: Toensure that service components are available when and
where they are needed, and meet agreed specifications.
Input Output
Obtain / Build
•Architecture and
Policies
•Contracts &
Agreements
•Goods and Services
•Requirements &
specifications
•Improvement
initiatives
•Change request
•Service Components
•Knowledge and
Information
•Contract and agreements
•Performance information
•Improvement
opportunities

Service ValueSystem
& Chain
ITIL Practices
Deliver and support
Purpose: To ensure that services are delivered and supported
according to agreed specifications and stakeholders’ expectations.
Input Output
Deliver &
Support
•New and changed
products and services
•Contracts and
agreements
•Service components
•Improvement
Initiatives
•User support task
•Knowledge and
information on Service
Components
•Service delivery
•Completion of user task
•Service performance
information
•Change request
•Improvement
opportunities

Service ValueSystem
& Chain
ITIL Practices
ITIL Practices
47

Service ValueSystem
& Chain
ITIL Practices
ITIL Practices (34)
48
General management
practices (14)
Service management
practices (17)
Technical management
practices (3)
• Architecture management
• Continual improvement
• Information security management
• Knowledge management
• Measurement and reporting
• Organizational change
management
• Portfolio management
• Project management
• Relationship management
• Risk management
• Service financial management
• Strategy management
• Supplier management
• Workforce and talent management
• Availability management
• Capacity and performance
management
• Change control
• Incident management
• IT asset management
• Monitoring and event
management
• Problem management
• Release management
• Service catalogue management
• Service configuration management
• Service continuity management
• Service design
• Service desk
• Service level management
• Service request management
• Service validation and testing
• Deployment management
• Infrastructure and platform
management
• Software development and
management

Service ValueSystem
& Chain
ITIL Practices
Information Security Management
49

Service ValueSystem
& Chain
ITIL Practices
Purpose: Toprotect the information needed by the organization to
conduct its business.
Specifically related to harm resulting from failures of:
• Confidentiality
• Integrity
• Availability
The ability to do business with other organizations through:
• Verifying their authenticity
• Non-Repudiation

Service ValueSystem
& Chain
ITIL Practices
Processes and procedures required to support information security
management:
• Information security incident management process
• Risk management process
• Control review and audit process
• Identity and access management process
• Event management
• Procedures for penetration testing, vulnerability scanning etc.
•Procedures for managing information security related changes,
such as firewall configuration changes.

Service ValueSystem
& Chain
ITIL Practices
Information Security Management –
contribution to value chain
introduced when making
•Plan must be designed into all planning activities.
•Improve ensure that vulnerabilities are not
improvements.
•Engage Information security requirements for new and changed services must
be understood and captured.
•Design and transition Controls need to be designed and transitioned into
operation.
of information security
•Obtain/build Must be built into all components
•Deliver and support Detection and correction
incidents

Service ValueSystem
& Chain
ITIL Practices
Relationship Management
53

Service ValueSystem
& Chain
ITIL Practices
Relationship Management
Purpose: to establish and nurture the links between the organization and its
stakeholders at strategic and tactical levels. It includes the identification,
analysis, monitoring and continual improvement of relationships with and
between stakeholders.
The relationship management practice ensures that:
• Products and Services prioritisation as per stakeholders’ needs
• High Stakeholders’ satisfaction
• Stakeholders’ complaints and escalations handling
• Ensure products and services facilitate value creation for stakeholders’

Service ValueSystem
& Chain
ITIL Practices
Relationship Management –
• Plan It provides information on the requirements and expectations
• Improve synergize different organizational relationships
• Engage engaging with customers
• Design and transition key role in coordinating feedback
• Obtain/build Helps select products/services or service components
• Deliver and support high level of customer satisfaction

Service ValueSystem
& Chain
ITIL Practices
Supplier Management
56

Service ValueSystem
& Chain
ITIL Practices
Supplier Management
57
Purpose: To ensure that the organization’s suppliers and their
performance are managed appropriately to support the provision of
seamless, quality products and services. This can include creating
closer, more collaborative relationships with key suppliers to uncover
and realize new value and reduce risk of failure.
Activities:
• Creating a single point of visibility and control
• Maintaining a supplier strategy, policy and contract management
information
• Negotiating and agreeing contracts and arrangements
• Managing supplier relationships
• Managing supplier performance

Service ValueSystem
& Chain
ITIL Practices
Supplier Management –
58
• Plan provides organization’s approved sourcing strategy and plan.
• Improve Identifying improvement opportunities
agreeing contracts and
• Engage evaluation and selection of suppliers
• Design and transition negotiating and
agreements
• Obtain/build procurement/obtaining of products, services or service
components.
• Deliver and support managing supplier performance

Service ValueSystem
& Chain
ITIL Practices
Availability Management
Availability : The ability of an IT service or other configuration
item to perform its agreed function when required.
59

Service ValueSystem
& Chain
ITIL Practices
Availability Management
60
Purpose: Toensure that services deliver agreed levels of availability
to meet the needs of customers and users.
Activities:
• Negotiating and agreeing availability targets
• Designing infrastructure and applications that can meet availability
levels
• Ensuring that services and components are able to collect data for
measuring availability
• Monitoring, analysing and reporting on availability
• Planning improvements to availability.

Service ValueSystem
& Chain
ITIL Practices
Availability Management -
61
•Plan Must be considered in service portfolio decisions, and while
goal setting.
•Improve While planning improvements
•Engage Availability requirements for new and changed services
•Design and transition While designing new and changed services
and testing of availability controls in transition.
•Obtain/build While building components or obtaining them from
third parties.
•Deliver and support Measurement of availability and reacting to
events

Service ValueSystem
& Chain
ITIL Practices
Capacity & Performance Management
Performance
A measure of what is achieved or delivered by a system, person,
team, practice or service.
62

Service ValueSystem
& Chain
ITIL Practices
Capacity & Performance Management
ensure that services achieve agreed and expected
satisfying current and future demand in a cost-
Purpose: To
performance,
effective way.
Activities
• Service performance and capacity analysis:
 Research and monitoring of the current service performance
 Capacity and performance modelling
• service performance and capacity planning:
 Capacity requirements analysis
 Demand forecasting and resource planning
 Performance improvement planning.

Service ValueSystem
& Chain
ITIL Practices
Capacity & Performance Management –
• Plan It provides information about actual demand and performance, and tools
and methods
• Improve Identify and drive improvements by providing performance
information
• Engage Supports expectation management
meet
• Design and transition Toensure that design meets requirements
• Obtain/build components and services being obtained/built
performance needs
• Deliver and support provides performance and capacity targets, metrics and
measurement

Service ValueSystem
& Chain
ITIL Practices
IT Asset Management
65

Service ValueSystem
& Chain
ITIL Practices
IT Asset Management
Purpose: Toplan and manage the full lifecycle of all IT assets
Activities:
• Define, populate and maintain the asset register
• Control the asset lifecycle in collaboration with other practices
and record the changes
• Provide current and historical data
• Audit assets, related media and conformity

Service ValueSystem
& Chain
ITIL Practices
IT Asset Management –
• Plan Helps the organization to understand and manage cost and
value
• Improve Helping to understand and optimise the cost
• Engage Demand for IT asset management from stakeholders
• Design and transition drive most IT asset management activities
• Obtain/build Asset procurement to ensure assets traceability
• Deliver and Support Helps to locate IT assets, to trace their
movements and to control their status

Service ValueSystem
& Chain
ITIL Practices
Service Continuity Management –
• Plan Information about the current continuity status and tools
• Improve continuity plans, measures and mechanisms
• Engage Stakeholders’ engagement
• Design and transition Products and services are designed and tested
according to the organization’s continuity requirements.
• Obtain/build continuity is built into the organization’s servicesand
components
• Deliver and support Ongoing delivery, operations and support is
performed in accordance with continuity requirements and policies.

Service ValueSystem
& Chain
ITIL Practices
Monitoring and Event Management
Event
An event can be defined as any change of state that has significance for
the management of a configuration item (CI) or IT service.
71

Service ValueSystem
& Chain
ITIL Practices
Monitoring and Event Management
Purpose: To systematically
components, and record and
observe services and
report selected changes
service
of state
identified as events.
Activities
• Identifying what services, systems, CIs or other service
components to be monitored
• Establishing the monitoring strategy
• Implementing and maintaining monitoring
• Establishing and maintaining thresholds
• Establishing and maintaining policies for each type of event
• Implementing processes and automations

Service ValueSystem
& Chain
ITIL Practices
Monitoring and Event Management –
• Improve Close observation of the environment to evaluate and
proactively improve
• Engage Source of internal engagement for action.
• Design and transition Monitoring data informs designdecisions
and monitoring is an essential component of transition
• Obtain/Build Supports development environments
• Deliver and Support Guides how the organization manages
internal support of identified events.

PROCESS – EVENT MGT
Definition: event
A change of state that has significance for the management of an IT service or other
configuration item. The term is also used to mean an alert or notification created by
any IT service, configuration item or monitoring tool.
Types of events include:
• Informational For example, notification that a scheduled task has completed or
a user has logged in
• Warning Typically generated when a threshold has been reached, enabling
someone to react before things go wrong
• Exception A service or device is operating abnormally and action is required.
74

Service ValueSystem
& Chain
ITIL Practices
Release Management
Release
A version of a service or other configuration item, or a collection of
configuration items, that is made available for use.

Service ValueSystem
& Chain
ITIL Practices
Release Management –
Waterfall Environment

Service ValueSystem
& Chain
ITIL Practices
Agile Environment

Service ValueSystem
& Chain
ITIL Practices
Release Management - Staging
• Blue/green releases (or A/B releases) use two mirrored
production environments. Users can be switched to an updated
environment using network tools that connect them to the
correct environment.
• Feature flags enable specific features to be released to
individual users or groups in a controlled way. The new
functionality is deployed to the production environment without
being released. A user configuration setting then releases the
new functionality to individual users (or groups of users) as
needed.

Service ValueSystem
& Chain
ITIL Practices
• Plan Policy, guidance and timelines for releases
• Improve New or changed releases to deliver the required improvements
• Engage Releases must be designed to match the customer or user
needs.
• Design and transition Ensures that new or changed services are made
available to customers in a controlled way
• Obtain/build Changes to components are normally included in a release
• Deliver and support knowledge and information is provided by this
practice to facilitate service restoration.

Service ValueSystem
& Chain
ITIL Practices
Service Configuration Management
Configuration item
Any component that needs to be managed in order to deliver an IT
service. Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.

Service ValueSystem
& Chain
ITIL Practices
Service Configuration Management
Purpose: To ensure that accurate and reliable information about the
configuration of services, and the CIs that support them, is available
when and where it is needed.
Configuration Management typically needs processes to:
• Identify new configuration items, and add them to the CMS
• Update configuration data when changes are deployed
• Verify that configuration records are correct
• Audit applications and infrastructure to identify any that are not
documented.

Service ValueSystem
& Chain
ITIL Practices
Configuration Model

Service ValueSystem
& Chain
ITIL Practices
Service Configuration Management –
Plan planning new or changed services
provide Configuration
Improve identify how other practices can be improved.
Engage Some stakeholders may require, use and
information.
Design and transition CI relationships information is used while designing and
transitioning, products and services.
Obtain/build Configuration records are used to create the code or artefact
that is being built.
• Deliver and support Configuration information is used to support activities
of Resolution practices.

Service ValueSystem
& Chain
ITIL Practices
Deployment Management
82

Service ValueSystem
& Chain
ITIL Practices
83
Purpose: To move new
documentation,processes,
or changed hardware, software,
or any other component to live
environments. It may also be involved in deploying components to
other environments for testing or staging.

Service ValueSystem
& Chain
ITIL Practices
84
Approaches
• Phased deployment
• Continuous delivery
• Big bang deployment
• Pull deployment

Service ValueSystem
& Chain
ITIL Practices
Deployment Management –
85
• Improve Deployment of components
• Design and transition Transition to the live environment
• Obtain/build Incremental Deployments

Service ValueSystem
& Chain
ITIL Practices
Continual Improvement
86

Service ValueSystem
& Chain
ITIL Practices
Purpose: To align the organization’s practices and services with
changing business needs through the ongoing identification and
improvement of services, service components, practices or any
element involved in the efficient and effective management of
products and services.

Service ValueSystem
& Chain
ITIL Practices
Activities:
• Encouraging continual improvement across the organization
• Securing time and budget for continual improvement
• Identifying and logging improvement opportunities
• Assessing and prioritizing improvement opportunities
• Making business cases for improvement action
• Planning and implementing improvements
• Measuring and evaluating improvement results
• Coordinating improvement activities across the organization.

Service ValueSystem
& Chain
ITIL Practices
Continual Improvement Model

Service ValueSystem
& Chain
ITIL Practices
What Is The Vision?
Focus Area:
• Translation of organization’s vision and objectives
• High-level vision for improvements
Work in this step
• Understanding of high-level direction
• Description and understanding of context
• The stakeholders and their roles have been understood
• Understanding expected value

Service ValueSystem
& Chain
ITIL Practices
Where Are We Now?
Focus Area:
• Current state assessment
• User perception
• Organisation’s culture
• People
• Processes
• Technology
Work in this step
• Objective Measurement whenever possible
• Accurate understanding of issue

Service ValueSystem
& Chain
ITIL Practices
Where Do We Want To Be?
Focus Area:
• GAP analysis
• Defining measurable targets
Work in this step
• Prioritisation of actions
• Setting Improvement objectives
• Defining SMART- CSF & KPIs

Service ValueSystem
& Chain
ITIL Practices
How Do We Get There?
Focus Area:
• Define Improvement Plan
• Plan to deliver in small iterations
Work in this step
• Design experiments
• Select most effective approach
• Defining SMART- CSF & KPIs

Service ValueSystem
& Chain
ITIL Practices
Take Action
Focus Area:
• Execution of plan
• Waterfall approach
• Agile approach
• Achieving desired results
Work in this step
• Visibility and overall Initiative awareness
• Measuring progress
• Managing Risk

Service ValueSystem
& Chain
ITIL Practices
Did We Get There?
Focus Area:
• Evaluate metrics and KPIs
• Validating success
Work in this step
• Check & confirm
• Progress
• Value
• Additional actions (if required)
• New iterations (if required)

Service ValueSystem
& Chain
ITIL Practices
How Do We Keep The Momentum
Going?
Focus Area:
• Marketing Success
• Reinforcing new methods
• Institutionalise new behaviour
Work in this step
• Reward behaviour not just outcomes
• Inform Stakeholders
• Success
• Failure
• Analysis of Improvements
• Documenting and communicating lessons learnt
• Use of OCM and Knowledge Management

Service ValueSystem
& Chain
ITIL Practices
Continual Improvement –
• Plan Plans are relevant to the organization’s current objectives
and context.
• Improve structures resources and activities enabling
• Engage, design and transition, obtain/build, and deliver and
support subject to continual improvement

Service ValueSystem
& Chain
ITIL Practices
Change Control
Change
The addition, modification, or removal of anything that could have a
direct or indirect effect on services.

Service ValueSystem
& Chain
ITIL Practices
Change Control
Purpose: To maximize the number of successful IT
changes by ensuring that risks have been properly
assessed, authorizing changes to proceed, and
managing a change schedule.

Service ValueSystem
& Chain
ITIL Practices
Change Types
• Standard Changes
• Normal Changes
• Emergency Changes

Service ValueSystem
& Chain
ITIL Practices
Change Control –
• Plan the level of control
• Improve Many improvements will trigger changes
• Engage Stakeholders involvement.
• Design and transition New or changed services trigger changes and
change control activity is a major contributor to transition.
• Obtain/build Changes to components are subject to change control
•Deliver and support Changes may have an impact on delivery and
support. Conduct post change implementation.

Service ValueSystem
& Chain
ITIL Practices
Incident Management
Incident
An unplanned interruption to a service, or reduction in the
quality of a service.

Service ValueSystem
& Chain
ITIL Practices
Incident Management
Purpose: To minimize the negative impact of incidents by
restoring normal service operation as quickly as possible.
Types of Incidents
• Resolved by the user themselves, using self-help.
• Resolved by the service desk.
• Escalated to a support team for resolution(More complex incidents)
• Escalated to suppliers or partners
• Major incidents may require a temporary team to work together
• In some extreme cases, disaster recovery plans may be invoked

Service ValueSystem
& Chain
ITIL Practices
Incident Management
• Improve: Incident records
• Engage: Regular communication with Customer/User
• Design and transition: incidents in test environments & during
service release and deployment.
• Obtain/build: incidents in development environments
• Deliver and support: Incident management in support.

PROCESS – INCIDENT MGT
The key activities for incident management are:
• Incident identification Incidents may be detected by event management, by calls
to the service desk, from web or other self-help interfaces, or directly by technical
staff.
• Incident logging All incidents must be logged and timestamped, regardless of
how they are received. The log must include sufficient data to enable the incident
to be managed.
• Incident categorization Categories are used to identify the type of incident and
to identify service requests so they can be passed to the request fulfilment
process. Categories are also checked when the incident is closed
• Incident prioritization A priority code is assigned based on impact and urgency.
Priorities are dynamic and may be changed during the life of the incident
105

The key activities for incident management (cont.):
• Initial diagnosis If possible, the incident should be resolved while the user is
on the telephone. Sometimes the service desk analyst will continue to work on
the incident and contact the user when it has been resolved
• Incident escalation ‘Functional escalation’ is transferring the incident to a
technical team with a higher level of expertise; ‘hierarchic escalation’ is
informing or involving more senior levels of management.
• Investigation and diagnosis All actions taken by support groups should be
recorded in the incident record.
106

The key activities for incident management (cont.):
• Resolution and recovery The resolution must be fully tested and documented
in the incident record, before the incident is passed back to the service desk for
closure.
• Incident closure Check and confirm the incident categories, carry out a user
satisfaction survey, ensure all incident documentation is up to date, check to see
if a problem record should be raised and then close the incident with the
appropriate closure categorization.
• Rules for reopening incidents Despite all adequate care, there will be
occasions when incidents recur even though they have been formally closed.
Because of such cases, it is wise to have predefined rules about if and when an
incident can be reopened.
107

Above picture taken from : ITIL® Service OperationsBook
Published in association with itSMF UK, Updated to the 2011syllabus 108

Service ValueSystem
& Chain
ITIL Practices
Problem Management
• Problem: A cause, or potential cause, of one or more incidents.
• Workaround: A solution that reduces or eliminates the impact of an
incident or problem for which a full resolution is not yet available.
• Known error: A problem that has been analysed and has not been
resolved.

Service ValueSystem
& Chain
ITIL Practices
Problem Management
Purpose: To reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and
managing workarounds and known errors.

Service ValueSystem
& Chain
ITIL Practices
Problem Management - Phases
• Problem identification activities identify and log problems
• Problem control activities include problem analysis, and
documenting workarounds and known errors.
• Error control activities manage known errors.

Service ValueSystem
& Chain
ITIL Practices
Problem Management –
• Improve: reduction of Incidents and impact of incidents
• Engage: Stakeholders involvement
• Design and Transition: Improve testing and knowledge transfer.
• Obtain/Build: Identify product defects
• Deliver and Support: Preventing incident repetition

PROCESS – PROBLEM MGT

PROCESS –
PROBLEM MGT

Service ValueSystem
& Chain
ITIL Practices
Service Request Management
Service request
A request from a user or user’s authorized representative that initiates
a service action that has been agreed as a normal part of service
delivery.

Service ValueSystem
& Chain
ITIL Practices
Service Request Management
Purpose: To support the agreed quality of a service by
handling all pre-defined, user-initiated service requests in
an effective and user-friendly manner.
Types of request
• A request for a service delivery action
• A request for information
• A request for provision of a resource or service
• A request for access to a resource or service
• Feedback, compliments and complaints

Service ValueSystem
& Chain
ITIL Practices
Service Request Management -
Guidelines
• Standardisation and automation
• Limited or even no additional approvals
• User expectation setting regarding timescales
• reduction of fulfilment times (improvements)

Service ValueSystem
& Chain
ITIL Practices
Service Request Management –
• Improve Provides a channel for improvement initiatives, compliments
and complaints from users
• Engage Stakeholder communication
• Design and transition Standard changes to services
•Obtain/build may require acquisition of pre-approved service
components.
• Deliver and support contributes to normal service delivery

Service ValueSystem
& Chain
ITIL Practices
Service Desk
120

Service ValueSystem
& Chain
ITIL Practices
Service Desk
Purpose: To capture demand for incident resolution and
service requests. It should also be the point of
communication for the service provider with all of its users.
In other words, it should act as the entry point/single point
of contact for the IT or service organization.

Service ValueSystem
& Chain
ITIL Practices
Service Desk - Channels
•Phone calls
•Service portals and mobile applications
•Chat, through live chat and chatbots
•Email
•Walk-in service desks
•Text and social media messaging

Service ValueSystem
& Chain
ITIL Practices
Service Desk - Types
123

Service ValueSystem
& Chain
ITIL Practices
Service Desk –
124
• Improve Service desk activities are constantly monitored and
Feedback from users
• Engage Tactical and operational engagement with users.
• Design and transition Participate in release planning, testing
and early life support.
• Obtain/build Involved in acquiring service components
• Deliver and support Managing incidents and service requests

Service ValueSystem
& Chain
ITIL Practices
Service Level Management
125

Service ValueSystem
& Chain
ITIL Practices
Purpose: To set clear business-based targets for service
performance, so that the delivery of a service can be properly
assessed, monitored and managed against these targets.
Service level management provides the end to end
visibility through
• Establishes a shared view of the services and target service
levels with customers
• Collection, analysis, storage and reporting of the relevant
metrics
• Performs service reviews
• Captures and reports on service issues

Service ValueSystem
& Chain
ITIL Practices
Successful SLA requirement
•They must be related to a defined ‘service’ in the service
catalogue.
•They should relate to defined outcomes and not simply
operational metrics.
•They should reflect an ‘agreement’.
•They must be simply written and easy to understand.

Service ValueSystem
& Chain
ITIL Practices
Types of Metrics
Operational metrics These are the low-level indicators of
various operational activities
Business metrics Useful or valuable by the customer and
used as a means of gauging the success of the service

Service ValueSystem
& Chain
ITIL Practices
Service Level Management –
• Plan Planning of product and service portfolio and service offerings
• Improve Improving services as per customer requirement
• Engage Ongoing engagement with customers and users
• Design and transition Providing customer/user inputs on design and
transition
• Obtain/Build Provides objectives for components and service
performance
• Deliver and support objectives communication to the operations and
support teams

Practices not covered for Exam
133
• Architecture management
• Knowledge management
• Measurement and reporting
• Organizational change management
• Portfolio management
• Project management
• Risk management
• Service financial management
• Strategy management
• Workforce and talent management
• Service catalogue management
• Service design
• Service validation and testing
• Infrastructure and platform management
• Software development and management

134
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL® Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All
rights reserved.

Itiationgk

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Itiationgk

Similar to Itiationgk (20)

More from Anne Starr

More from Anne Starr (20)

Recently uploaded

Recently uploaded (19)

Itiationgk