ITIL Foundation Training

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Information Technology Infrastructure Library (ITIL) certification is the most coveted certification for IT service professionals. ITIL Foundation exam is the first level of exam within the ITIL certification program. ITIL Foundation certification offered to professions who qualify the ITIL Foundation exam validates one’s ability to handle IT services in a planned manner. This presentation on ITIL Foundation includes all the important ITIL terminologies and basics that are covered in the ITIL Foundation exam. Each slide covers ITIL topics based on the ITIL Foundation and is prepared by highly qualified instructors. Get an understanding on each of the ITIL Foundation topics and enhance your knowledge and confidence towards achieving the ITIL Foundation certification.

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ITIL Foundation Training

  1. 1. ITIL® 2011 FOUNDATION CERTIFICATION E- LEARNING COURSEITIL® Foundation Training Offered by Simplilearn.com“ITIL® is a Registered Trade Mark of The Cabinet Office in the United Kingdom and other countries”."The Swirl logo™ is a Trade Mark of The Cabinet Office ". Ver. 2.2
  2. 2. ITIL® 2011 Foundation Course Objectives 2 At the end of the course, you should be able to  Discuss the ITIL 2011 qualification scheme  Explain the practice of Service Management  Describe Service Lifecycle  Identify key principles and models of ITIL 2011  Define generic concepts in ITIL 2011  Discuss the processes, roles and functions in ITIL 2011  Summarise the use of technology with ITIL 2011  Successfully clear your ITIL 2011 foundation exam.©Simplilearn Solutions Pvt. Ltd. 2011 2
  3. 3. ITIL® 2011 Foundation Course Agenda 3 Module 1: Introduction to Service Management Lifecycle Principles of Service Management, Processes, The ITIL Service Lifecycle Module 2: Service Strategy Concepts and Models, Processes Module 3: Service Design Concepts and Models, Key Principles, Processes Module 4: Service Transition Concepts and Models, Key Principles, Processes Module 5: Service Operations Concepts and Models, Key Principles, Processes and Functions Module 6: Continual Service Improvement Concepts and Models, Key Principles, Processes Module 7 : Summary and Exam Preparation Review of Key Concepts and Practice Exam©Simplilearn Solutions Pvt. Ltd. 2011 3
  4. 4. Module 1 4 Introduction To Service Management Lifecycle©Simplilearn Solutions Pvt. Ltd. 2011 4
  5. 5. Lesson 1.0: What is ITIL ? 5 What is ITIL® ?  A set of publications for good practices in IT service Management.  Why ITIL ? • Focuses on descriptive guidance on IT Service Management that’s easily adapted. • Emphasizes Quality Management approach, standards  ITIL® goals • Consistent, comprehensive, hygienic set of Best-Practice guidance • Platform independent discussion of processes • Common Language, Standardized vocabulary • Flexible framework, adaptable to different IT environments.©Simplilearn Solutions Pvt. Ltd. 2011 5
  6. 6. Lesson 1.1: ITIL 2011 Components 6©Simplilearn Solutions Pvt. Ltd. 2011 6
  7. 7. Lesson 1.2: ITIL Core Publications 7 Each lifecycle phase of ITIL 2011 Core is represented by a Volume in the Library 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement©Simplilearn Solutions Pvt. Ltd. 2011 7
  8. 8. Lesson 1.3: ITIL 2011 Qualification Scheme: Credits System 8 Lifecycle Modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Capability Modules Operational Support and Analysis (OSA) Planning Protection & Optimization (PPO) Release Control and Validation (RCV) Service Offerings & Agreements (SOA) http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp©Simplilearn Solutions Pvt. Ltd. 2011 8
  9. 9. Lesson 1.4: ITIL 2011 Foundation Exam Format 9 Type Online, Multiple choice, 40 questions. The questions are selected from the full ITIL Foundation in IT Service Management examination question bank. Duration Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes Supervised Yes Open Book No Pass Score 65% (26 out of 40) Where ? AEC Authorized Examination Centers©Simplilearn Solutions Pvt. Ltd. 2011 9
  10. 10. Lesson 2.0: Principles of IT Service 10 Management Lesson objectives At the end of this lesson, you should be able to: • Explain the concept of good practice • Define the concepts of service, Service Management, Functions, Roles &Processes, and RACI • The role of IT Governance across the Service Lifecycle©Simplilearn Solutions Pvt. Ltd. 2011
  11. 11. Lesson 2.1: ITIL is presented as Good Practice. What are good Practices? 11 Good Practices are generally commoditized, generally accepted, proven effective ways of doing things which were previously considered best practices of the pioneering organizations. Successful Innovations applied diligently become Best Practices Best practice accepted and adopted by others become common, Good Practices Good Practices are Commoditized, generally accepted principles, or regulatory requirements©Simplilearn Solutions Pvt. Ltd. 2011 11
  12. 12. Lesson 2.2: Why Choose Good practices over Proprietary ones? 12 Good Practices, Public Standards Proprietary knowledge and frameworks Difficult to adopt Wide Community Distribution Difficult to replicate and transfer Public Training and Certification Hard to document Valid in Different applications Highly customized Peer Reviewed Specific to business needs Used by different parties Hard to adapt or reuse Free and publicly available Owners expect compensation Labor market skills easy to find©Simplilearn Solutions Pvt. Ltd. 2011 12
  13. 13. Lesson 2.3: What is a Service? 13 A means of delivering value to customers by facilitating outcomes customer want to achieve, without the ownership of specific costs or risks. Costs and Risks are transferred to service provider. Customers focus on outcomes versus means. Customer Service Provider Transfer costs and Risks Takes on Costs and Risks Retains focus and accountability for Responsible for the means of achieving outcomes outcomes©Simplilearn Solutions Pvt. Ltd. 2011 13
  14. 14. Lesson 2.4: What is a Service Management? 14 Business Outcomes Value Customer Assets Performance Service Management Services Capabilities Resources Service Assets A5 Management Financial Capital A4 Organization Infrastructure A3 Processes Applications Capabilities Resources A2 Knowledge Information A1 People©Simplilearn Solutions Pvt. Ltd. 2011 14
  15. 15. Lesson 2.5: Process, Functions and Roles 15  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©Simplilearn Solutions Pvt. Ltd. 2011 15
  16. 16. Lesson 2.6: A Basic Process 16 Data, Information and Knowledge Desired Process Outcome Suppliers Activity 1 Activity 2 Customer Activity 3 Service Control & Quality Trigger 16©Simplilearn Solutions Pvt. Ltd. 2011
  17. 17. Lesson 2.7: Process Characteristics 17 • It is measurable • It delivers specific result • Primary result are delivered to customers or stakeholders • It responds to specific events (triggers)©Simplilearn Solutions Pvt. Ltd. 2011 17
  18. 18. Lesson 2.8: Functions 18  Function - A team or group of people and the tools they use to carry out one or more processes or activities©Simplilearn Solutions Pvt. Ltd. 2011 18
  19. 19. Lesson 2.9: Processes across the organization 19 CIO Project Operations Development Architecture Management Website Enterprise Service desk Project 1 Architecture HR Mainframe Applications Project 2 Finance Application Applications Project 3 Networks©Simplilearn Solutions Pvt. Ltd. 2011 19
  20. 20. Lesson 2.10: Service Management Roles :Service Owner 20Service Owner :The person who is accountable for the delivery of a specific IT Service. They areresponsible for continual improvement and management of change affecting Servicesunder their care. Example: The owner of the Payroll ServiceResponsibilities: To act as prime Customer contact for all Service related enquiries and issues To ensure that the ongoing Service delivery and support meet agreed Customer requirements To identify opportunities for Service Improvements, discuss with the customer and to initiate changes for improvements if appropriate. To liaise with the appropriate Process Owners throughout the Service Management lifecycle To solicit required data, statistics and reports for analysis and to facilitate effective Service monitoring and performance©Simplilearn Solutions Pvt. Ltd. 2011 20
  21. 21. Lesson 2.11: Service Management Roles : Process Owner 21Process Owner :The person responsible for ensuring that the process is fit for the desiredpurpose and is accountable for the outputs of that process. Example: Theowner for the Availability Management ProcessResponsibilities:  Assisting with process design  Documenting the process  Make sure the process is being performed as documented  Making sure process meetings it aims  Monitoring and improving the process over time©Simplilearn Solutions Pvt. Ltd. 2011 21
  22. 22. Lesson 2.12: Connecting withProcesses and Functions: RACI 22 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. Activities Service Process Security IT Chief Process owner Owner Manager Head Architect Manager Create a framework for defining IT services C C C A/R C I Build an IT service catalogue C A/R I C I I Define SLA for critical IT services A R C R C I Monitor and report SL performance I A/R I I I R Review SLAs, OLAs and UCs A R C R I R Review and Update IT service catalogue C A/R I C I C Create service improvement Plan I A/R I C C R©Simplilearn Solutions Pvt. Ltd. 2011 Example RACI matrix 22
  23. 23. Lesson 2.13: Key Terminology: Service Provider 23 Service Provider : An Organization supplying Services to one or more Internal Customers or External Customers. Service provider is often used as an short form for IT Service provider. There are three types of business models service providers: Type I Type II Type III Internal Service Provider Shared Services Provider External Service Provider • An internal service provider that • An internal service provider that • Service provider that provides IT is embedded within a business provides shared IT service to services to external customers unit e.g. one IT organization more than one business unit i.e. outsourcing within each of the business e.g. one IT organization to units. The key factor is that the service all businesses in an IT Services provide a source of umbrella organization. IT competitive advantage in the Services typically don’t provide market space the business a source of competitive exists in. advantage, but instead support effective and efficient business processes.©Simplilearn Solutions Pvt. Ltd. 2011 23
  24. 24. Lesson 2.14: Key Terminology: Supplier 24 Supplier: A Third party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing Organizations. Business Contract: A legally binding agreement between two or more Service Provider parties to supply goods or services Supplier Fig: A Basic value Chain©Simplilearn Solutions Pvt. Ltd. 2011 24
  25. 25. 25 Lesson 3.0: The Service Lifecycle Lesson objectives At the end of this lesson, you should be able to:  Understand the value of the Service Lifecycle  How the processes integrate with each other, throughout the Lifecycle  Explain the relationship between Governance and IT Service Management©Simplilearn Solutions Pvt. Ltd. 2011
  26. 26. Lesson 3.2: The Lifecycle Interactions 26 The Business / Customers Requirements SLP’s from RequirementsService Knowledge Management Systems Resources & Service Strategy (SKMS) Including the Service Portfolio & Policies Constraints Strategy SDP’s Service Design Standards Service Catalog Architectures Solution Design SKMS Updated Service Transition Tested Solutions Transition plans Operational Service Operation Services Operations Plan Continual Service Improvement Improvement Plans & Actions ©Simplilearn Solutions Pvt. Ltd. 2011 26
  27. 27. Lesson 3.3: Relationship betweenGovernance and ITSM 27 Relationship between Governance and ITSM Corporate Governance Ensures the provision strategy and business Establishes IT policy, Standards and Principles, plans. Establishes the Corporate policies and Assures alignment of IT strategy to corporate enables strategic direction, objectives, critical business strategy success factors and key result areas. IT Governance Establishes, enables and executes the IT Corporate Compliance strategy. Establishes Operations to assure high-quality, compliant IT service provisioning. Ensures effective key resultAssures adherence to Legal, Industrial and regulatory Areas.requirements. Assures the design and IT Compliance IT Service Management operability of IT policies , processes and key controls©Simplilearn Solutions Pvt. Ltd. 2011 27
  28. 28. End of Module 1 28 Covered so far…  What it ITIL  Process, Function, Technology  Life Cycle of Service i.e. SS, SD, ST, SO and CSI We are covering hereon…  Lifecycle Phases  Processes and Functions  Tools used for ITSM But before that a quiz !©Simplilearn Solutions Pvt. Ltd. 2011 28
  29. 29. Module 1: Quiz 29 Sample question 1: Which of the following is NOT one of the ITIL® 2011 core publications? a) Service Operation b) Service Transition c) Service Derivation d) Service Strategy©Simplilearn Solutions Pvt. Ltd. 2011 29
  30. 30. Module 1: Quiz 30 Sample question 2: What is the RACI model used for? a) Documenting the roles and relationships of stakeholders in a process or activity b) Defining requirements for a new service or process c) Analyzing the business impact of an incident d) Creating a balanced scorecard showing the overall status of Service Management©Simplilearn Solutions Pvt. Ltd. 2011 30
  31. 31. Module 1: Quiz 31 Sample question 3: A service owner is responsible for which of the following? a) Designing and documenting a Service b) Carrying out the Service Operations activities needed to support a Service c) Producing a balanced scorecard showing the overall status of all Services d) Recommending improvements©Simplilearn Solutions Pvt. Ltd. 2011 31
  32. 32. Module 1: Quiz 32 Sample question 4: Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity a) All of the above b) 1 only c) 2 only d) None of the above©Simplilearn Solutions Pvt. Ltd. 2011 32
  33. 33. Module 1: Quiz 33 Sample question 5: Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes a) 1, 2 and 3 only b) 1, 2 and 4 only c) All of the above d) None of the above©Simplilearn Solutions Pvt. Ltd. 2011 33
  34. 34. Module 1: Quiz 34 Sample question 6: Which of the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder a) 1, 2, 3 and 4 only b) 1, 2, 4 and 5 only c) 1, 3, 4 and 5 only d) All of the above©Simplilearn Solutions Pvt. Ltd. 2011 34
  35. 35. 35 End of Module 1©Simplilearn Solutions Pvt. Ltd. 2011
  36. 36. Module 2 36 Service Strategy©Simplilearn Solutions Pvt. Ltd. 2011 36
  37. 37. 37 Lesson 1: Service Strategy Lesson objectives At the end of this lesson, you should be able to: • Understand the Goals and Objectives of Service Strategy©Simplilearn Solutions Pvt. Ltd. 2011
  38. 38. Lesson 1.1: Service Strategy Objectives 38  Shows organization how to transform Service Management into a strategic asset and then think and act in a strategic manner Helps clarify the relationship between various services, systems or processes and the business models, strategies or objectives they support KEY ROLE: To stop and think about WHY something has to be done, before thinking HOW.©Simplilearn Solutions Pvt. Ltd. 2011 38
  39. 39. Lesson 1.2: Key Strategy Questions 39  The objectives of service Strategy are to answer questions such as : • What services should we offer and to whom? • How do we differentiate ourselves from competing alternatives? • How do we truly create value for our customers? • How do we capture value for our stakeholders?  Process in Service Strategy: • Demand management • Service portfolio Management, and • Financial management • Business Relationship Management©Simplilearn Solutions Pvt. Ltd. 2011 39
  40. 40. Lesson 2.0: Key concepts of service 40 strategy Lesson objectives At the end of this lesson, you should be able to: • Describe basics of Value Creation through Services • Explain Business Case©Simplilearn Solutions Pvt. Ltd. 2011
  41. 41. Lesson 2.1 Key Principles and Models 41 Service Value Creation : Utility & Warranty Performance Supported ? Fit for Purpose ? OR Constraints removed ? Utility Value Available enough ? Capacity enough ? AND Fit for Use ? Continuous enough ? Secure Enough ? Warranty©Simplilearn Solutions Pvt. Ltd. 2011 41
  42. 42. Lesson 2.2: Service Value creation: Utility & Warranty 4242 Utility Warranty Functionality offered by Promise that the product/service will meet agreed requirements product /service as the customer views it What the customer gets How it is delivered Fitness for purpose Fitness for use Three Characteristics of warranty >Provided in terms of availability/capacity of services >Ensures customer assets continue to receive utility, even if degraded, through major disruptions > Ensures Security for value-creating potential of customer assets Increases performance Reduces performance variation average©Simplilearn Solutions Pvt. Ltd. 2011
  43. 43. Lesson 2.3: Basics of Value Creation: Service Assets 4343 Service Assets – Resources and capabilities available to an organization. Resources – the IT infrastructure. People, money and others which might help to deliver an IT service; the assets of an organization. Capabilities – ability to co-ordinate, control, deploy resources; the intangible assets of an organization. Resources Capabilities Financial Capital Management Infrastructure Organization Applications Processes Information Knowledge People©Simplilearn Solutions Pvt. Ltd. 2011
  44. 44. Lesson 2.4: Service Packages 44 Core Services Package Supporting Services (Basic outcomes desired Package by the customer.) (Enables or Enhances the value proposition ) Service Level Packages (Defines level of utility and warranty provided by Service Package) Availability Levels Capacity Levels Security Levels Continuity Service Features Service Support©Simplilearn Solutions Pvt. Ltd. 2011 44
  45. 45. Lesson 2.5: Business Case 4545 A decision support and planning tool that projects the likely consequences of a business action  Justification for a significant item of expenditure.  Includes Information about costs, benefits, options, issues, risks and possible problems Uses qualitative and quantitative terms Type Business case structure 1. Introduction – business objectives addressed 2. Methods and assumptions- boundaries of the business case 3. Business Impacts – Financial and non financial 4. Risks and Contingencies 5. Recommendations – Specific Actions©Simplilearn Solutions Pvt. Ltd. 2011
  46. 46. Lesson 2.6: Risk 46 Risk • Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat. • There are two distinct phases. Risk Analysis and Risk Management. • Risk analysis is concerned with gathering information about exposure to risk so that the organization can make appropriate decisions and manage risk appropriately. • Risk management supports critical decision making process, in terms of evaluating and selecting controls. • Management of risk covers a wide range of topics, including business continuity management (BCM), security, program/Project risk management and operational service management.©Simplilearn Solutions Pvt. Ltd. 2011 46
  47. 47. Lesson 2.9: Service Management Technology & Automation 47 Automation (Tools) are extremely useful to improve utility and warranty of services:  Real time and historical data for analysis  Correlation of data from multiple devices  Service Impact analysis for prioritization  Service Performance optimization©Simplilearn Solutions Pvt. Ltd. 2011 47
  48. 48. Lesson 2.9: Service Management Technology & Automation 48 Automation of service processes helps improve the quality of service, reduce costs and reduce risks by reducing complexity and uncertainty, and by efficiently resolving trade-offs. Some of the areas where service management can benefit from automation  Design and modeling  Service catalogue  Pattern recognition and analysis  Classification, prioritization and routing  Detection and monitoring  Optimization.©Simplilearn Solutions Pvt. Ltd. 2011 48
  49. 49. Lesson 2.9: Service Management Technology & Automation 49 Service Management Tools functionality include:  Self Help: a web front-end offering a menu-driven range of Self-Help and Service Requests – with a direct interface into the back-end process- handling software.  Workflow or Process Engine: should allow responsibilities, activities, timescales, escalation paths and alerting to be pre-defined and then automatically managed.  Integrated CMS: CIs, Relationships, Records related to incidents, problems, KE & Change  Discovery/Deployment technology: populate or verify CMS data, assist in license management, ability to deploy new software at target locations©Simplilearn Solutions Pvt. Ltd. 2011 49
  50. 50. Lesson 2.9: Service Management Technology & Automation 50 Service Management tools functionality include (contd.)  Remote Control: allow relevant support groups to take control of the user desktops  Diagnostic scripts & utilities  Reporting & Dashboards©Simplilearn Solutions Pvt. Ltd. 2011 50
  51. 51. 51 Lesson 3.0: Service Strategy Process Lesson objectives At the end of this lesson, you should be able Objectives and basic concepts of the four processes in Service Strategy:  Demand Management,  Service Portfolio Management  Financial Management  Business Relationship Management©Simplilearn Solutions Pvt. Ltd. 2011
  52. 52. Lesson 3.1: Demand Management: Objectives 52 The primary objective of Demand Management is to assist the IT Service Provider in understanding and influencing Customer demand for services and the provision of Capacity to meet these demands. Other objectives include: • Identification and analysis of Patterns of Business Activity (PBA) and user profiles (UP) that generate demand. • Utilizing techniques to influence and manage demand in such a way that excess capacity is reduced but the business and customer requirements are still satisfied.©Simplilearn Solutions Pvt. Ltd. 2011 52
  53. 53. Lesson 3.2: Managing Demand for Services 53 Demand Pattern Service Process Capacity Management Plan Service Belt Patterns of Business Activity Delivery Schedule Demand Management 53©Simplilearn Solutions Pvt. Ltd. 2011
  54. 54. Lesson 3.3: PBA and UP 54  Pattern of Business Activity (PBA)  Workload profile of one or more business activities  Varies over time  Represents changing business demands  User Profile  Pattern of user demand for IT services  Each user profile includes one or more PBAs©Simplilearn Solutions Pvt. Ltd. 2011 54
  55. 55. Lesson 3.4: What is a Service Portfolio? 55 Service Portfolio Service Improve -ment Customer Plan Market The Service Portfolio 3 Space 1 represents the commitments and investments made by a service provider across Customer Service Market all customers and market 2 Portfolio Space 2 spaces. It also includes the ongoing service Market Customer improvement plans and Third Space 3 1 third party services. Party Services©Simplilearn Solutions Pvt. Ltd. 2011 55
  56. 56. Lesson 3.5: Components of Service Portfolio 56 Service Portfolio Components of Service Service Catalog Portfolio Service Pipeline Continual service Market Improvement Third Spaces Party Catalog Service Service Retired Transition Operations Services Customers Service Design Return on Assets earned during Service Operations Resources Resources Released Engaged Common Pool of resources 56©Simplilearn Solutions Pvt. Ltd. 2011
  57. 57. Lesson 3.6: Financial Management: Goals and Objectives 57 Business Opportunities Business Technology Financial Capabilities Management IT©Simplilearn Solutions Pvt. Ltd. 2011 57
  58. 58. Lesson 3.7: Financial Management: Activities 58 Activities Predicting the expected future requirements for Budgeting funds to deliver the agreed upon services and monitoring adherence to the defined budgets. Enables the IT organization to account fully for the Accounting way its money is spent. Chargeback Charging customers for their use of IT Services. Working with the process of Demand Management Demand to anticipate usage of services by the business and Modeling the associated financial implications of future service demand.©Simplilearn Solutions Pvt. Ltd. 2011 58
  59. 59. Lesson 3.8: Financial Management: Benefits 59 Benefits • Enhanced decision making. • Increased speed of change. • Improved Service Portfolio Management. • Financial compliance and control. • Improved operational control. • Greater insight and communication of the value created by IT services. • Increased visibility of IT leading to increased perception of IT©Simplilearn Solutions Pvt. Ltd. 2011 59
  60. 60. Lesson 3.9: Business Relationship Management: Purpose 60 The purpose of Business Relationship Management are • To establish and maintain relationship between the service provider and customer • To identify customer needs and ensure that the service provider is able to meet these needs©Simplilearn Solutions Pvt. Ltd. 2011 60
  61. 61. Lesson 4.0: Business Relationship Activities 61 Following are the two key activities • Being the voice of the service provider to the customer • Being the voice of the customer to the service provider©Simplilearn Solutions Pvt. Ltd. 2011 61
  62. 62. Lesson 4.1:Business Relationship Mgmt: Role – Business Relationship Manager 62 • Responsible for the interaction and the communication with customers • Could easily combine with the Service level Manager to create seamless conduit from customer to service provider capabilities used to ensure value©Simplilearn Solutions Pvt. Ltd. 2011 62
  63. 63. 63 End of Service Strategy Module • Objectives and Key concepts of Service Strategy • Service Strategy processes.©Simplilearn Solutions Pvt. Ltd. 2011
  64. 64. Module 2: Quiz 64 Question 1: Which ITIL® process is responsible for drawing up a charging system ? a) Availability Management b) Capacity Management c) Financial Management for IT Services d) Service Level Management©Simplilearn Solutions Pvt. Ltd. 2011 64
  65. 65. Module 2: Quiz 65 Question 2: A Service Level Package is best described as? a) A description of customer requirements used to negotiate a Service Level Agreement b) A defined level of utility and warranty associated with a core service package c) A description of the value that the customer wants and for which they are willing to pay d) A document showing the Service Levels achieved during an agreed reporting period©Simplilearn Solutions Pvt. Ltd. 2011 65
  66. 66. Module 2: Quiz 66 Question 3: The utility of a service is best described as: a) Fit for design b) Fit for purpose c) Fit for function d) Fit for use©Simplilearn Solutions Pvt. Ltd. 2011 66
  67. 67. Module 2: Quiz 67 Question 4: The contents of a service package include: a) Base Service Package, Supporting Service Package, Service Level Package b) Core Service Package, Supporting Process Package, Service Level Package c) Core Service Package, Base Service Package, Service Support Package d) Core Service Package, Supporting Services Package, Service Level Packages©Simplilearn Solutions Pvt. Ltd. 2011 67
  68. 68. Module 2: Quiz 68 Question 5: Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy, Service Transition and Service Operation d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement©Simplilearn Solutions Pvt. Ltd. 2011 68
  69. 69. Module 2: Quiz 69 Question 6: Which of the following questions does guidance in Service Strategy help answer? 1: What services should we offer and to whom? 2: How do we differentiate ourselves from competing alternatives? 3: How do we truly create value for our customers? a) 1 only b) 2 only c) 3 only d) All of the above©Simplilearn Solutions Pvt. Ltd. 2011 69
  70. 70. Module 3 70 Service Design©Simplilearn Solutions Pvt. Ltd. 2011 70
  71. 71. 71 Lesson 1.0 Service Design Lesson objectives At the end of this lesson, you should be able to: • Understand the Goals and Objectives of Service Design • Understand the Value Service Design provides to the Business.©Simplilearn Solutions Pvt. Ltd. 2011
  72. 72. Lesson 1.1: Service Design Objectives 72  To convert the strategic objectives defined during Service Strategy into Services and Service Portfolios.  To use a holistic approach for design to ensure integrated end-to- end business related functionality and quality.  To ensure consistent design standards and conventions are followed in all services and processes being designed.©Simplilearn Solutions Pvt. Ltd. 2011 72
  73. 73. Lesson 1.2: Value to Business 73  Reduced Total Cost of Ownership (TCO)  Improved quality of service  Improved consistency of service  Easier implementation of new or changed services  Improved service alignment  More effective service performance  Improved IT governance  More effective Service Management and IT processes  Improved information and decision-making©Simplilearn Solutions Pvt. Ltd. 2011 73
  74. 74. 74 Lesson 2.0: Service Design Key Concepts Lesson objectives At the end of this lesson, you should be able to: • Understand the importance of People, Processes, Products and Partners for Service Management. • Understand the five major aspects of Service Design. • Explain Service Design Package©Simplilearn Solutions Pvt. Ltd. 2011
  75. 75. Lesson 2.1: 4 P’s in Service Management 75 • Skills • Services • Organisation • Technology • Experience People Products • Tools IT Service Management • Suppliers • Activities • Manufacturers • RACI • Vendor Partners Processes • Dependencies©Simplilearn Solutions Pvt. Ltd. 2011 75
  76. 76. Lesson 2.2: Major Aspects of Service Design 76  New or Changed Service Solutions Design  Service Management systems and tools design  Technology and Management architectures design  Processes design  Measurement systems design©Simplilearn Solutions Pvt. Ltd. 2011 76
  77. 77. Lesson 2.3: Service Design Package 77 Defines all aspects of an IT Service and its requirements through each stage of its lifecycle. A service Design package is produced for every new IT service, a major change or for retiring a service. Business requirements Service Acceptance Criteria Service Operational Service Applicability Contents of a Acceptance Plan Service Design Service Transition Service Contacts Package Plan Service Functional Requirements Service Program Service Level Service Design & Organisational Requirements Topology Readiness©Simplilearn Solutions Pvt. Ltd. 2011 77
  78. 78. 78 Lesson 3.0: Service Design Processes Lesson objectives At the end of this lesson, you should be able to: • State the Objectives and basic concepts of the following processes • Service Catalog Management • Service Level Management • Supplier Management • Capacity Management • Availability Management • IT Service Continuity Management • Information Security Management • Design Coordination©Simplilearn Solutions Pvt. Ltd. 2011
  79. 79. Lesson 3.1: Service Catalogue Management: Objectives 79 Objectives • To provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it. • To ensure that a Service Catalog is produced, maintained, and kept current, containing accurate information on all operational services and those being prepared to be run operationally. Key terms • Business Service Catalog • Technical Service Catalog©Simplilearn Solutions Pvt. Ltd. 2011 79
  80. 80. Lesson 3.2: Service Catalogue Management: Key Terms 80 Business Service Catalog Details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue. Technical Service Catalog Contains the details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business.©Simplilearn Solutions Pvt. Ltd. 2011 80
  81. 81. Lesson 3.3: Service Level Management: Objectives 81 Objectives • To ensure an agreed level of IT service is provided for all current IT services, and future services have an achievable target. • To define , document, agree on, monitor measure, report and review the level of IT services provided. • To provide and improve the relationship and communication with the business and customers. • Proactive measures to improve the levels of service delivered are implemented in a cost- justified manner. Key terms • Service Level requirements (SLR’s), Service Catalog, Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning contract (UPC)©Simplilearn Solutions Pvt. Ltd. 2011 81
  82. 82. Lesson 3.4: Service Level Management: Process Activities 82 Design and Monitor Plan SLA’s Service Performance Determine Negotiate & Continual Service Produce Service Design Negotiate & and Document Agree Service Requirements Improvement Reports Conduct Service SLA review and Improvement Instigate Service Improvement©Simplilearn Solutions Pvt. Ltd. 2011 82
  83. 83. Lesson 3.5: Service Level Management: Terminology 83 Service Level • Detailed recording of the Customer’s needs, forming the requirements (SLR) basis for design criteria for a new or modified service. • A written statement of available IT services, default Service Catalog levels, options, prices and identification of which business processes or customers use them. • An Agreement between an IT Service Provider and a Service Level Customer. The SLA describes the IT Service, documents Agreement (SLA) Service Level targets, and specifies the responsibilities of the IT Service Provider and the Customer. • Internal agreement with another function of the same Operational Level organization which supports the IT service provider in Agreement (OLA) their delivery of services. Underpinning • Contract with an external supplier that supports the IT Contract (UPC) organization in their delivery of services. • A Service Level Agreement Monitoring(SLAM) Chart is SLAM Chart used to help monitor and report achievements against©Simplilearn Solutions Pvt. Ltd. 2011 Service Level Targets. 83
  84. 84. Lesson 3.6: Service Level Management: Key Terms Illustrated 84 Business Business Business Process Payroll Process Process S L A Network Email Storage Storage Services Services Services Services OLA OLA OLA OLA Service Desk Hardware Software Applications Storage IT Infrastructure U U U P P P C C C External Supplier©Simplilearn Solutions Pvt. Ltd. 2011 84
  85. 85. Lesson 3.7: Service Level Management: Designing SLA Structures 85 Customer Based vs. Service Based SLA’s Multi Level SLA’s Customer A Customer B Customer C Corporate Service Based Corporate Level SLA Customer Based Customer A Customer B Service X Service Y Service Z (Tea) (Coffee) (Juice) Customer Level SLA Service X Service Y Service Z (Tea) (Coffee) (Juice) Service Level SLA©Simplilearn Solutions Pvt. Ltd. 2011 85
  86. 86. Lesson 3.8: Service Level Management: SLA Content 86 Service Level Agreement for Service XYZ • Introduction to the SLA. • Service description • Mutual Responsibilities • Scope of SLA • Applicable Service Hours • Service Availability • Reliability • Customer Support Agreements • Relationship and Escalation contacts • Service Performance Metrics • Security • Costs and Charging Mechanisms.©Simplilearn Solutions Pvt. Ltd. 2011 86
  87. 87. Lesson 3.9: Supplier Management: Objectives 87 Objectives • To manage suppliers and the services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained. • Ensure that underpinning contracts and agreements with suppliers are aligned to business needs. • Manage relationships with suppliers. • Negotiate and agree contracts with suppliers. • Manage supplier performance. • Maintain a supplier policy and a supporting Supplier and Contract Database (SCD). Key terms • Supplier and Contract Database (SCD)©Simplilearn Solutions Pvt. Ltd. 2011 87
  88. 88. Lesson 3.10: Supplier Management: Supplier and Contract Database 88 Supplier Supplier and Strategy Contracts Evaluation & Policy Establish new suppliers and Supplier Contracts & Supplier categorization and Contract Maintenance of the SCD Database (SCD) Supplier & Contract Management & performance Contract Renewal And/or termination©Simplilearn Solutions Pvt. Ltd. 2011 88
  89. 89. Lesson 3.11: Supplier Management:Relationship with Service Level Management 89 Supplier Management To ensure the UC’s are aligned with SLR’s and SLA’s by managing relationships with Supplier. Service Level Supplier Management Management Service Level Underpinning External Agreements (SLA) Contracts (UC’s) Suppliers©Simplilearn Solutions Pvt. Ltd. 2011 89
  90. 90. Lesson 3.12: Capacity Management: Objectives 90 Objectives • To ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner. • Produce and maintain an appropriate and up-to- date Capacity Plan. • Provide advice and guidance to the business and IT on all capacity and performance-related issues • Ensure that service performance achievements meet or exceed all of their agreed performance targets. Key terms • Capacity plan/ CMIS • Business capacity management • Service capacity management • Resource/Component capacity management©Simplilearn Solutions Pvt. Ltd. 2011 90
  91. 91. Lesson 3.13: Capacity Management: A Balancing Act 91 Supply • Resources Capacity • Components Demand • Performance Cost©Simplilearn Solutions Pvt. Ltd. 2011 91
  92. 92. Lesson 3.14: Capacity Management: Process Activities 92 Review Current Capacity and Performance Capacity Management Information System (CMIS) Capacity performance reports Improve Current service & data and component capacity Forecasts Plan new Capacity Assess, Agree & Capacity Plans Document new Requirements & Capacity©Simplilearn Solutions Pvt. Ltd. 2011 92
  93. 93. Lesson 3.15: Capacity Management: Sub Process 93 • Translates business needs and plans into Business requirements for service and IT infrastructure, Capacity ensuring that the future business requirements for IT Management services are quantified, designed, planned and implemented in a timely fashion. • Management, control and prediction of the end-to- end performance and capacity of the live, Service Capacity operational IT services usage and workloads. Management • Ensure that the performance of all services, as detailed in service targets within SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported. Component • Management, control and prediction of the Capacity performance, utilization and capacity of individual Management IT technology components.©Simplilearn Solutions Pvt. Ltd. 2011 93
  94. 94. Lesson 3.16: Availability Management Process: Objectives 94 Objectives • To ensure that the level of Service Availability delivered in all services is matched to or exceeds the current and future business requirements, in a cost-effective manner. • To provide a point of focus and management for all availability-related issues. • Produce and maintain an appropriate and up-to- date Availability Plan. • Ensure that proactive measures to improve the availability of services are implemented wherever it is cost-justifiable to do so. Key terms • Availability, Reliability, Maintainability, Serviceability • Vital business Functions (VBF) • Expanded Incident Lifecycle & MTRS, MTBF, MTBSI©Simplilearn Solutions Pvt. Ltd. 2011 94
  95. 95. Lesson 3.17: Availability Management: Key Terms explained 95 Availability • The percent time of agreed service hours the component or service is available. • A measure of how long a component or IT Reliability Service can perform its agreed operation without interruption. • A measure of how quickly and effectively a Maintainability component or IT Service can be restored to normal working after a Failure. • The ability of a Third-Party Supplier to meet the terms of its Contract. This Contract will Serviceability include agreed levels of Reliability, Maintainability or Availability for an IT service or component.©Simplilearn Solutions Pvt. Ltd. 2011 95
  96. 96. Lesson 3.18: Availability Management: Key Terms explained..contd. 96 • The business critical elements of the business Vital business process supported by an IT Service. Functions • Typically this will be where more effort and (VBF’s) investments will be spent to protect these vital business functions. • All aspects of service availability and Service unavailability and the impact of component Availability availability, or the potential impact of component unavailability on service availability. Component • All aspects of component availability and Availability unavailability.©Simplilearn Solutions Pvt. Ltd. 2011 96
  97. 97. Lesson 3.19: Availability Management: Expanded Incident Lifecycle 97 Uptime Uptime Downtime Incident 2 Recovered Incident 1 Diagnose Repaired Restored Record Detect Mean Time Time to Time to Time to Time to Time to Time to Between detect Record Diagnose Repair Recover Restore Failures (MTBF) Mean Time to Restore Service (MTRS) Mean Time to between system incidents (MTBSI)©Simplilearn Solutions Pvt. Ltd. 2011 97
  98. 98. Lesson 3.20: IT Service Continuity Management: Objectives 98 Objectives • To support the overall Business Continuity Management (BCM) process by ensuring that the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk) can be resumed within required, and agreed, business timescales. • Maintain a set of IT Service Continuity Plans and IT recovery plans that support the overall Business Continuity Plans (BCPs) of the organization. Key terms • Business Continuity Planning (BCP) • Business Impact Analysis (BIA) • Business Continuity Management (BCM) • Risk Analysis©Simplilearn Solutions Pvt. Ltd. 2011 98
  99. 99. Lesson 3.21: IT Service Continuity Management: Key Terms Explained 99 • Strategies and actions to take place to continue Business Business Processes in the case of a disaster. Continuity Management • It is essential that the ITSCM strategy is (BCM) integrated into and a subset of the BCM strategy. • Quantifies the impact loss of IT service would have on the business. Business Impact Analysis (BIA) • Identifies the most important services to the organisation and is therefore critical input to Strategy • The business critical elements of the business process supported by an IT Service. Vital Business Functions (VBF’s) • Typically this will be where more effort and investments will be spent to protect these vital business functions.©Simplilearn Solutions Pvt. Ltd. 2011 99
  100. 100. Lesson 3.22: IT Service Continuity Management: Key Terms Explained..contd100 • Possibility of an event occurring that could cause harm or loss, or affect the ability to achieve Objectives. Risk • A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred. • Identification & Evaluation of Assets, Threats Risk and Vulnerabilities that exist to business Assessment processes, IT services, IT infrastructure and other assets. Risk • Identifying appropriate risk responses or cost- justifiable countermeasures to combating Management identified risks.©Simplilearn Solutions Pvt. Ltd. 2011 100
  101. 101. Lesson 3.23: IT Service Continuity Management: Lifecycle Activities101 Initiation Business Continuity Strategy Requirements On Going & Strategy Invocation Operations Implementation Business Continuity Plans 101©Simplilearn Solutions Pvt. Ltd. 2011
  102. 102. Lesson 3.24: Information Security Management: Objectives102 Objectives • To align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities. • To protect the interests of those relying on information, and the systems and communications that deliver the information, from harm resulting from failures of availability, confidentiality and integrity. Key terms • Availability, Confidentiality, Integrity • Information Security policy • Information Security Management System (ISMS)©Simplilearn Solutions Pvt. Ltd. 2011 102
  103. 103. Lesson 3.25: Information Security Management: Key Terminology103 • Protecting information against unauthorized Confidentiality access and use. • Examples: Passwords, swipe cards, firewalls • Accuracy, completeness and timeliness of services, data information, systems and physical locations. Integrity • Examples: Rollback mechanisms, test procedures, audits. • The information should be accessible at any agreed time. This depends on the continuity Availability provided by the information processing systems. • Examples: UPS, resilient systems, Service desk hours©Simplilearn Solutions Pvt. Ltd. 2011 103
  104. 104. Lesson 3.26: Information SecurityManagement: Security Framework104 Information Security Framework Information Information Security Management System Security Strategy Information Security Policy Information Security Processes Information > Communications Strategy Security Information Management of Security Risks > Training & Awareness Organisation Security Controls Strategy©Simplilearn Solutions Pvt. Ltd. 2011 104
  105. 105. Lesson 3.27: Information Security Management: Security Policy105 Audience for Security Policy Contains…. Security Policy  An overall Information Security Policy • These policies  Use and misuse of IT assets policy should be widely  Access control policy available to all  Password control policy customers and  E-mail policy users, and their  internet policy compliance should  Anti-virus policy be referred to in  Information classification policy all SLRs, SLAs,  Document classification policy contracts and  Remote access policy agreements.  Policy for supplier access of IT service, information and components  Asset disposal policy.©Simplilearn Solutions Pvt. Ltd. 2011 105
  106. 106. Lesson 3.28: Information Security Mgmt:Information Security Management System (ISMS)106 Interested • Service level • Awareness, Interested Agreements (SLA’s) Classification Parties • Underpinning • Personnel Security Parties Contracts (UC’s) • Physical Security (Customers, • Operational level • Systems Security (Customers, Suppliers agreements (OLA’s) Plan Implement • Security Incident Suppliers • Policy Statements Procedures etc.) etc.) Information Control Managed Security • Organize Information Requirements & • Establish framework Security Expectations • Allocate responsibilities Maintain Evaluate • Learn • Internal audit • Improve • External audit • Plan • Self assessments • Implement • Security Incidents©Simplilearn Solutions Pvt. Ltd. 2011 106
  107. 107. Lesson 3.29: Design Coordination - Objectives107 Design Coordination main objectives are • Ensuring consistent design of services • Coordination of all design activities across projects • Maintaining Governance©Simplilearn Solutions Pvt. Ltd. 2011 107
  108. 108. Lesson 3.30: Design Coordination - Governance108 Some aspects of the governance that Design Coordination can bring includes • Assisting and supporting each project through all the activities and processes • Maintaining policies and guidelines for service design activities • Planning and forecasting of the resources for future demand • Ensuring that all the requirements are appropriately addressed in service designs©Simplilearn Solutions Pvt. Ltd. 2011 108
  109. 109. Lesson 3.31: Design Coordination - Keywords109 • Service Design Package • Service Design Policy©Simplilearn Solutions Pvt. Ltd. 2011 109
  110. 110. 110 End of Module 3©Simplilearn Solutions Pvt. Ltd. 2011
  111. 111. 111 Service Design :Quiz©Simplilearn Solutions Pvt. Ltd. 2011
  112. 112. Module 3 : Quiz112 Question 1: Which of the following is NOT one of the five individual aspects of Service Design? A. The design of the Service Portfolio, including the Service Catalogue B. The design of new or changed services C. The design of Market Spaces D. The design of the technology architecture and management systems©Simplilearn Solutions Pvt. Ltd. 2011 112
  113. 113. Module 3 : Quiz113 Question 2: Which of the following is MOST concerned with the design of new or changed services? A. Change Management B. Service Transition C. Service Strategy D. Service Design©Simplilearn Solutions Pvt. Ltd. 2011 113
  114. 114. Module 3 : Quiz114 Question 3: Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of: A. People, Process, Partners, Suppliers B. People, Process, Products, Technology C. People, Process, Products, Partners D. People, Products, Technology, Partners©Simplilearn Solutions Pvt. Ltd. 2011 114
  115. 115. Module 3 : Quiz115 Question 4: What is the MAIN goal of Availability Management? A. To monitor and report availability of components B. To ensure that all targets in the Service Level Agreements (SLAs) are met C. To guarantee availability levels for services and components D. To ensure that service availability matches or exceeds the agreed needs of the business©Simplilearn Solutions Pvt. Ltd. 2011 115
  116. 116. Module 3 : Quiz116 Question 5 : The Information Security Policy should be available to which groups of people? A. Senior business managers and all IT staff only B. Senior business managers, IT executives and the Information Security Manager only C. All customers, users and IT staff D. Information Security Management staff only©Simplilearn Solutions Pvt. Ltd. 2011 116
  117. 117. Module 3 : Quiz117 Question 6 : Which of the following are activities that would be carried out by Supplier Management? 1: Management and review of Organisational Level Agreements (OLAs) 2: Evaluation and selection of suppliers 3: Ongoing management of suppliers A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only D. All of the above©Simplilearn Solutions Pvt. Ltd. 2011 117
  118. 118. Module 4118 Service Transition©Simplilearn Solutions Pvt. Ltd. 2011 118
  119. 119. 2 Lesson 1.0: Service Transition Lesson objectives At the end of this lesson, you should be able to: • Understand the Goals and Objectives of Service Transition • Explain What value Service Transition provides to the Business©Simplilearn Solutions Pvt. Ltd. 2011
  120. 120. Lesson 1.1: Service Transition Goals120  Assure proposed changes in the Service Design package are realized.  Plan for and Implement the Deployment of Releases for New or Changed Services.  Test Releases so as to minimize the possibility of undesirable impact to the Production environment.  Retire or Archive Services. KEY ROLE: To move Services from Design to Operations, without impacting the ongoing Services©Simplilearn Solutions Pvt. Ltd. 2011 3
  121. 121. Lesson 1.2: Service Transition Objectives121 •Plan and manage the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates. •Ensure there is minimal unpredicted impact on the production services, operations and support organization. •Increase the customer, user and Service Management staff satisfaction with the Service Transition practices including deployment of the new or changed service, communications, release documentation, training and knowledge transfer. •Increase proper use of the services and underlying applications and technology solutions.©Simplilearn Solutions Pvt. Ltd. 2011 4
  122. 122. Lesson 1.3: Value to Business122 • The capacity of the business to respond quickly and adequately to changes in the market improves. • Changes in the business as a result of takeovers, contracting, etc. are well managed. • More successful changes and releases for the business. • Better compliance of business and governing rules. • Less deviation between planned budgets and the actual costs • Better insight into the possible risks during and after the input of a service into production. • Higher productivity of customer staff©Simplilearn Solutions Pvt. Ltd. 2011 122
  123. 123. Lesson 2.0: Service Transition: Key 5 Principles and Models Lesson objectives At the end of this lesson, you should be able to: • Understand Configuration Item • Understand Configuration Management System©Simplilearn Solutions Pvt. Ltd. 2011
  124. 124. Lesson 2.2: Configuration Item (CI)124124 Anything that needs to be managed in order to deliver an IT Service. CI information is recorded in the Configuration Management System. CI information is maintained throughout its lifecycle by Configuration Management. All CIs are subject to Change Management control. CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs©Simplilearn Solutions Pvt. Ltd. 2011

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