The document provides an overview of Team 3's assignment on ITIL software process and quality management. It includes an introduction to ITIL, the team members, and covers various ITIL concepts like the service lifecycle, ITIL benefits, certification levels, and processes for service strategy, design, transition, operation, and continual service improvement.

1. TEAM ASSIGNEMENT 2
ITIL
SOFTWARE PROCESS & QUALITY MANAGEMENT
TEAM 3 –K16T02
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2. Members
• Bang Huynh
• Gia Tran
• Nghia Le
• Nhung Nguyen
• Vu Nguyen
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3. Contents
• ITIL Introduction
• ITIL service management
Service strategy
Service design
Service transition
Service operation
Continual service improvement
• ITIL certification
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4. Introduction
• ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service
Management and since its creation, ITIL has grown to become the most widely accepted
approach to IT Service Management in the world.
• ITIL version
• The current version of ITIL is version 3
• ITIL was born in the 80s of the last century, now for version 03
• ITIL v1.
• ITIL v2 version in the years 2000-2001, on 30/6/2010 ITIL v2 certification is not granted anymore
instead ITIL v3 (ITIL v2 consists Service Support and Service Delivery)
• ITIL v3 version in 2007. ITIL in 2011 to upgrade to version 3.1 (ITIL v3 including Strategy / Design
/ Transition / Operations / Continual Service Improvement)
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5. ITIL benifits
• Increased user and customer satisfaction with IT services
• Improved service availability, directly leading to increased business profits and revenue
• Financial savings from reduced rework, lost time, improved resource management and usage
• Improved time to market for new products and services
• Improved decision making and optimized risk.
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6. ITIL service
life cycle
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7. SERVICE STRATEGY
• Strategy Generation
• Service Portfolio Mnagement
• Demand Management
• Financial Management
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8. Strategy management
• Strategic Service Assessment
• Service Strategy Definition
• Service Strategy Execution
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9. Service Portfolio
Management
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10. Demand management
• The purpose of ITIL Demand Management aims to understand, anticipate and influence
customer demand for services. Demand Management works with Capacity Management to
ensure that the service provider has sufficient capacity to meet the required demand.
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11. Financial management
• Financial Management covers the function and processes responsible for managing an IT service
provider’s budgeting, accounting and charging requirements. It provides the business and IT
with the quantification, in financial terms, of the value of IT services, the value of the assets
underlying the provisioning of those services, and the qualification of operational forecasting.
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12. SERVICE DESIGN
• Service catalogue management
• Service level management
• Capacity management
• Availability management
• IT service continuity management (ITSCM)
• Information security management
• Supplier management
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13. Service catalogue management
• Accurate and reflects the current details, status, interfaces and dependencies of all services that
are being run or being prepared to run in the live environment.
• It contains a customer-facing view of the IT services in use, how they are intended to be used,
the business processes they enable, and the levels and quality of service the customer can
expect of each service.
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14. Service level management
• SLM negotiates, agrees and documents appropriate IT service targets with the business, and
then monitors and produces reports on delivery against the agreed level of service.
• The purpose of the SLM process is to ensure that all operational services and their performance
are measured in a consistent, professional manner throughout the IT organization, and that the
services and the reports produced meet the needs of the business and customers.
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15. Capacity management
• Capacity Management is a process that extends across the Service Lifecycle. A key success factor
in managing capacity is ensuring it is considered during the Service Design stage. This provides
the predictive and ongoing capacity indicators needed to align capacity to demand. Capacity
Management ensures that the capacity and performance of the IT services and systems
match the evolving agreed demands of the business in the most cost-effective and timely
manner.
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16. Availability management
• Reactive activities: monitoring, measuring, analysis and management of events, incidents and
problems involving service unavailability
• Proactive activities: proactive planning, design, recommendation and improvement of availability
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17. IT service
continuity
management
(ITSCM)
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18. Information security management
• Ensure that they can guarantee the business information is protected from intrusion, theft, loss
and unauthorized access.
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19. Supplier management
• The Supplier Management process ensures that suppliers and the services they provide are
managed to support IT service targets and business expectations. The aim of this section is to
raise awareness of the business context of working with partners and suppliers, and how this
work can best be directed toward realizing business benefit for the organization.
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20. SERVICE TRANSITION
• Change Management
• Service Asset and Configuration Management
• Knowledge Management
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21. Change management
• Planning and controlling changes
• Change and release scheduling
• Communications
• Change decision making and change authorization
• Ensuring there are remediation plans
• Measurement and control
• Management reporting
• Understanding the impact of change
• Continual improvement.
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22. Service Asset and Configuration Management
• The purpose of SACM is to identify, control and account for service
assets and configuration items (CI), protecting and ensuring their
integrity across the service lifecycle.
• Overall Service Asset and Configuration Management activities
include:
• Management and planning
• Configuration identification
• Configuration control
• Status accounting and reporting
• Verification and audit.
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23. Knowledge management
Purpose
• Knowledge Management is to enable organizations to improve the quality of management
decision making by ensuring that reliable and secure information and data is available
throughout the service lifecycle.
• Process
There are four key activities regarding Knowledge Management:
• Knowledge management strategy
• Knowledge transfer
• Information management
• Use of the SKMS (Service Knowledge Management System)
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24. SERVICE OPERATION
Management
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
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Functions
• Service Desk Function
• Technical Management Function
• Application Management Function
• IT Operations Management Function

25. Event management
Purpose
• The ability to detect events, make sense of them and determine the appropriate control action is
provided by Event Management. Event Management is therefore the basis for Operational
Monitoring and Control.
Business Value
• Event Management provides mechanisms for early detection of incidents.
• When integrated into other service management processes (such as, for example, Availability
or Capacity Management
• Management provides a basis for automated operations, thus increasing efficiencies and
allowing expensive human resources to be used for more innovative work.
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26. Incident Management
Purpose
• Incident Management is the process for dealing with all incidents; this can include failures, questions
or queries reported by the user s (usually via a telephone call to the Service Desk), by technical staff,
or automatically detected and reported by event monitoring tools.
• The primary goal of the Incident Management process is to restore normal service operation as
quickly as possible and minimize the adverse impact on business operations.
Business value
• The ability to detect and resolve Incidents which results in lower downtime to the business.
• Higher availability of the service.
• The ability to identify potential improvements to services.
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27. Request Fulfilment
Purpose
• To provide a channel for users to request and receive standard services for which a pre-defined
approval and qualification process exists
• To provide information to users and customers about the availability of services and the procedure
for obtaining them
• To source and deliver the components of requested standard services (e.g. licenses and software
media)
• To assist with general information, complaints or comments.
Business value
• Provide quick and effective access to standard services which business staff can use to improve their
productivity or the quality of business services and products.
• Increases the level of control over these services.
• Reduce costs through centralized negotiation with suppliers, and can also help to reduce the cost of
support.
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28. Problem management
Purpose
• Problem Management is the process responsible for managing the lifecycle of all problems. The
primary objectives of Problem Management are to prevent problems and resulting incidents
from happening, to eliminate recurring incidents and to minimize the impact of incidents that
cannot be prevented.
Business value
• Higher availability of IT services
• Higher productivity of business and IT staff
• Reduced expenditure on workarounds or fixes that do not work
• Reduction in cost of effort in fire-fighting or resolving repeat incidents.
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29. Access management
Purpose
• Access Management provides the right for users to be able to use a service or group of services. It is
therefore the execution of policies and actions defined in Security and Availability Management.
Business value
• Controlled access to services ensures that the organization is able to maintain more effectively
the confidentiality of its information
• Employees have the right level of access to execute their jobs effectively
• There is less likelihood of errors being made in data entry or in the use of a critical service by an
unskilled user (e.g. production control systems)
• The ability to audit use of services and to trace the abuse of services
• The ability more easily to revoke access rights when needed – an important security
consideration
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30. Access management
Purpose
• Access Management provides the right for users to be able to use a service or group of services. It is
therefore the execution of policies and actions defined in Security and Availability Management.
Business value
• Controlled access to services ensures that the organization is able to maintain more effectively
the confidentiality of its information
• Employees have the right level of access to execute their jobs effectively
• There is less likelihood of errors being made in data entry or in the use of a critical service by an
unskilled user (e.g. production control systems)
• The ability to audit use of services and to trace the abuse of services
• The ability more easily to revoke access rights when needed – an important security
consideration
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31. Functions
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• Service Desk Function
• Technical Management Function
• Application Management Function
• IT Operations Management Function

32. CONTINUAL
SERVICE
MANAGEMENT
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33. CONTINUAL SERVICE MANAGEMENT
Service Measurement
• validate previous decisions that have been made
• direct activities in order to meet set targets - this is the most prevalent reason for
monitoring and measuring
• justify that a course of action is required, with factual evidence or proof
• intervene at the appropriate point and take corrective action.
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34. CONTINUAL SERVICE MANAGEMENT
Service reporting
IT needs to build an actionable approach to reporting, i.e. what happened, what IT did,
how IT will ensure it doesn’t impact again and how IT are working to improve service
delivery generally.
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35. ITIL OVERVIEW
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36. ITIL CERTIFICATION
• The ITIL® 2011 Certification in IT service Management is primarily targeted at:
• Individuals who require a basic understanding of the latest & up to date ITIL® framework and
how it may be used to enhance the quality of IT service management within an organization.
• IT professionals who are working within an organization that practices ITIL® and who need to
be informed about - and contribute to - service improvement.
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37. CANDIDATE
• Executive/Assistant Manager/Manager/Head IT
• IT Infrastructure, System Admin/Operations, Production Support, Network Admin
• IT Helpdesk Management Professional, Desktop/Application Support
• Service Delivery Staff, Project Management Personnel
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38. ITIL LEVEL
• Foundation level
• Intermediate level
• Expert Level
• Master Level
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39. ITIL LEVEL
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40. Questions
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