ITIL Foundation in IT Service Management

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© 2015 Moulik IT Services LLP. All Rights Reserved.
ITIL Foundation in IT
Service Management

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What is ITIL?
 ITIL (Information Technology Infrastructure Library) is a body of knowledge and set of best practices
for successful IT service management. It provides guidance for:
 Converting innovative ideas and concepts into services for customers
 Solving problems with effective and enduring solutions
 Controlling costs and risks that could otherwise destroy the value created by the service
 Learning from successes and failures to manage new challenges and opportunities
 ITIL is the result of the UK government’s Cabinet Office documenting a set of processes and
procedures for the delivery and support of high quality IT services, designed and managed to meet the
needs of an organization.
 ITIL can be adopted by an organization and adapted to meet its specific needs.

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Why ITIL?

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ITIL Service Life cycle
Continual
service
improvement
Service
transition
Service
strategy
Service
design
Service
operation

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ITIL Structure
ITIL has three levels:
 ITIL Foundation
 ITIL Intermediate
 It has two levels: Life cycle and Capabilities
 Lifecycle modules:
 Service Strategy (SS)
 Service Design (SD)
 Service Transition (ST)
 Service Operation (SO)
 Continual Service Improvement (CSI)

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ITIL Structure Contd..
 Capabilities modules:
 Operational Support and Analysis (OSA)
 Planning Protection and Optimization (PPO)
 Release, Control And Validation (RCV)
 Service Offerings and Agreements (SOA)
 To Hold the ITIL Expert Certificate candidates must have fulfilled the following requirements:
 ITIL Foundation Certificate
 ITIL Intermediate– 5 modules of lifecycle stream or 4 modules of capability stream.
 Managing Across Lifecycle/ ITIL Expert.

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ITIL Qualification

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ITIL Intermediate
Lifecycle Modules

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Service Strategy
 Align the IT department with the core business.
 It provides the specific knowledge and techniques to understand the risks and success factors and
have the skills to develop and progress strategy within an organization or programme.
 It informs us :
 What services should be offered
 Who the services should be offered to
 Existing and potential competition in these market places
 How service performance will be measured.

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Overview of Service Strategy
Business
Relationship
Management
Strategy
Management
for IT Services
Service
portfolio
Management
Demand
management
Financial
Management
for IT Services

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Service Design
 This comprehensive official ITIL lifecycle certification course will provide you with critical
knowledge and practical guidance regarding the management principles and core concepts required
to design new or modify existing IT services.
 The ITIL Service Design publication focuses on the holistic design requirements related to people,
process, technology and governance needed to convert strategic objectives into value focused IT
service portfolios.
 The scope of Service Design is not limited to new services.
 It includes the changes and improvements necessary to increase or maintain value to customers over
the lifecycle of services, the continuity of services, achievement of service levels, and conformance
to standards and regulations.
 It guides organizations on how to develop design capabilities for service management.

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Service Design - Process and Tools
Market
Community
Society
Politics
Economy
Treads
CLIENT
Staff
Suppliers
Partners
Market
Competition
Technology
ORGANISATION
Service
Design

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Service Transition
 Transitioning from a development phase into an operational phase.
 This module focuses on the process and practice elements and management techniques required to
build, test and implement products and services.
 It detects early failures and ensures faulty Services do not creep into “Operations”.
 It will plan and implement the deployment of all releases to create a new service or improve an
existing service.
 It provides efficient, repeatable build and installation mechanism.

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Overview of Service Transition
Project mgmt.
( Trans. Planning
& support)
Change
Management
Change
Evaluation
Release &
Deployment
Management
Application
Development
Service
Validation &
Testing
Service Asset &
configuration
management
Knowledge
Management
All information originating from
Service Management process is
input for the knowledge Management
process. Display at inputs within the overview
Diagram is therefore not practicable

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Service Operation
 It ensure that services are delivered within the agreed upon service levels.
 It focuses on the coordination and execution of activities that enable the ongoing management and
operation of the products or services developed during the service strategy, design and transition
phases.
 Service Operation focuses on providing value to both the customer and the service provider.

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Service Operation Processes and Functions
SERVICE DESK TECHNICAL SUPPORT GROUPS
EVENT MANAGEMENT
INCIDENT MANAGEMENT
PROBLEM MANAGMENET
REQUEST FULFILMENT
ACCESS MANAGMENT
IT OPERATIONS & APPLICATIONS MANAGEMENT

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Continual Service Improvement
 Identifying and implementing improvements to provide better service.
 Aims at continually align IT Services to changing business needs by identifying and implementing
improvements
 Continually looking for ways to improve process efficiency and effectiveness as well as cost
effectiveness.
• You can not manage what you can not control
• You can not control what you can not measure
• You can not measure what you can not define

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ITIL Intermediate
Capabilities Modules

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Operational Support and Analysis (OSA)
 The module focuses on the practical application of OSA practices in order to enable event, incident,
request, problem, access, technical, IT operations and application management.
 It teach how to manage the everyday operation of IT services and gain a better understanding of how
to implement the ITIL processes that will enable them to deliver and support services to customers.
 It covers issues relating to the people, relationships, procedures and infrastructure technology required
to ensure that the organization or programme can provide the high quality and cost effective IT
services that are required to meet organizational needs.

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Planning Protection and Optimization (PPO)
 The PPO course is designed to develop ‘organizations’ and individuals’ understanding of the ITIL
Service Design processes.
 It can help ensure that new and updated services, service management systems and tools, technology
architecture, processes and measurement systems, methods and metrics are designed to meet user
needs and will require little further change once introduced.

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Release, Control And Validation (RCV)
 The module focuses on the practical application of RCV practices in order to enable the successful
planning, testing and implementation of new services that meet the organization’s or users’ needs.
 The RCV course is designed to develop ‘organizations’ or individuals’ understanding of the ITIL
Service Transition processes.
 It can ensure transitional changes are effectively managed, new services are validated and tested and
that release and deployment fulfil organizational requirements.
 RCV also provides guidance on evaluating change and managing knowledge to improve decision-
making processes.

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Service Offerings and Agreements (SOA)
 It focuses on the practical application of SOA practices in order to enable portfolio, service level,
service catalogue, demand, supplier and financial management.
 The SOA course is designed to help organizations and individuals understand how the five stages of
the ITIL lifecycle (service strategy, service design, service transition, service operation and continual
service improvement) can offer value to organizations and projects.
 It provides guidance on how service offerings can be developed to support both business and user
needs.

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Who can attend the training ?
 IT Management
 IT Support staff
 IT Consultants
 Business/Project Managers
 Business Process Owners
 IT Developers
 Service Providers
 System Integrators
 Team Leaders
 Anyone working or wish to work in IT Department

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Benefits of ITIL®
 Improve resource utilization
 Be more competitive
 Decrease rework
 Eliminate redundant work
 Improve availability, reliability and security of mission critical IT Services
 Justify the cost of service quality
 Provide services that meet business, customer and user demands
 Document and communicate roles and responsibilities in service provision
 Provide demonstrable performance indicators
 Certified people demonstrate knowledge of ITIL®

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Training Program by Moulik
 Moulik training programs are of very high quality and for this very reason we provide 100% passing
guarantee or we pay your exam fee until you pass the exams.
 We provide Class room training, Online training and E learning.
 Feel Free to call for query, discount or concern @ 9032097991/ 9908455513

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A presentation by Moulik IT Services LLP
www.Moulik.in

ITIL Foundation in IT Service Management

ITIL Foundation in IT Service Management

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