ITIL FOUNDATION SUMMARY NOTES. Sessions

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1 ITIL FOUNDATION SUMMARY NOTES Sessins 2 Service Management as a Practice 2 3 Service Lifecycle 3 4 Service Strategy 4 5 Service Design 5 6 Service Transitin 6 7 Service Operatin 7 8 Cntinual Service Imprvement 8 9 Technlgy and Architecture 9 10 Cmpetence and training 10 Cpyright ITpreneurs and AXELOS Limited All rights reserved. 1

2 SUMMARY NOTES ITIL FOUNDATION 2 Service Management as a Practice General Cncepts Sme characteristics that make ITIL a glbal success are: It is vendr-neutral It is nn-prescriptive It is best practice Best practices are prven activities r prcesses that have been successfully used by multiple rganizatins. The ITIL cre set cnsists f Service Strategy, Service Design, Service Transitin, Service Operatin, and Cntinual Service Imprvement. Services are a means f delivering value t custmers by facilitating the utcmes that custmers want t achieve withut the wnership f specific csts and risks. All Services have a Service cst when they becme peratinal, which is reflected as Return n Investment (ROI) and Ttal Cst f Ownership (TCO), and this cst must be managed. T avid taking ROI and TCO Risks, the custmers lk t Service Prviders t satisfy their need fr thse Services. The types f Services are divided int: Internal Services are delivered between departments r business units in the same rganizatin External Services are delivered t external custmers Service Management is a set f specialized rganizatinal capabilities fr prviding value t custmers in the frm f services. Prcesses and Functins A prcess is a structured set f activities designed t accmplish a specific bjective. Prcess characteristics are Measureable, Specific results, deliver t Custmers, and Respnd t a specific event. A Prcess mdel facilitates understanding and helps articulate the distinctive features f a prcess. Functins are teams r grups f peple and the tls they use t perfrm ne r mre prcesses r activities. 2 Cpyright ITpreneurs and AXELOS Limited All rights reserved.

3 ITIL FOUNDATION SUMMARY NOTES 3 Service Lifecycle Prcesses and Functins in the Service Lifecycle Service Strategy Demand Management, Service Prtfli Management, and Financial Management fr IT Services Service Design Service Level Management, Service Catalgue Management, Availability Management, Infrmatin Security Management, Supplier Management, Capacity Management, and IT Services Cntinuity Management Service Transitin Change Management, Service Asset and Cnfiguratin Management, and Release and Deplyment Management Service Operatin Prcesses Event Management, Incident Management, Request Fulfilment, Prblem Management, and Access Management Functins Service Desk, Technical Management, IT Operatins Management, and Applicatin Management Gals and Objectives Cntinual Service Imprvement 7-Step Imprvement Prcess Service Strategy: Prvides guidance n designing, develping, and implementing Service Management nt nly as an rganizatinal capability, but als as a Strategic Asset. Service Design: Prvides guidance n designing and develping Services and Service Management prcesses. Service Transitin: Prvides guidance n develping and imprving capabilities fr transitining new and changed Services int peratins. Service Operatin: Prvides guidance n achieving efficiency and effectiveness in the delivery and supprt f Services t ensure value fr the custmer and the Service Prvider. Cntinual Service Imprvement: Prvides instrumental guidance n creating and maintaining value. Cpyright ITpreneurs and AXELOS Limited All rights reserved. 3

4 SUMMARY NOTES ITIL FOUNDATION 4 Service Strategy General Cncepts Prcesses Utility and Warranty: Utility = The functinality ffered by a prduct r Service t meet a particular need. Utility is ften summarized as what it des. Warranty = A prmise r guarantee that a prduct r Service will meet its agreed requirements. Resurces and Capabilities: Resurce = A generic term that includes IT infrastructure, peple, mney, r anything else that might help deliver an IT Service. Resurces are cnsidered the tangible assets f an rganizatin. Capabilities = The ability f an rganizatin, persn, prcess, applicatin, CI, r IT Service t carry ut an activity. Capabilities are the intangible assets f an rganizatin. Service Assets: The basis fr value creatin. Service Prtfli: The cmplete set f Services that are managed by a Service Prvider. The Service Prtfli is used t manage the entire Lifecycle f all Services and includes three categries: Service Pipeline (prpsed r in develpment), Service Catalgue (live r available fr deplyment), and retired Services. Service Catalgue: A database r structured dcument with infrmatin abut all live IT Services, including thse available fr deplyment. It includes infrmatin abut deliverables, prices, cntact pints, rdering, and request prcesses. There is a Business Service Catalgue and a Technical Service Catalgue. Business Case: The justificatin fr a significant item f expenditure. It includes infrmatin abut csts, benefits, ptins, issues, Risks, and pssible Prblems. Risk: A pssible Event that culd cause harm r lss r affect the ability t achieve bjectives. Service Prtfli Management (SPM) Financial Management fr IT Services Business Relatinship Management 4 Cpyright ITpreneurs and AXELOS Limited All rights reserved.

5 ITIL FOUNDATION SUMMARY NOTES 5 Service Design Objectives Design a new r changed Service fr intrductin int the live envirnment. Ensure that there is a hlistic apprach t all aspects f design. Cnsider all aspects when changing r amending any f the individual elements f design. The Five Aspects f Service Design Prcesses The design f new r changed Services, including all the needed and agreed functinal requirements, resurces, and capabilities The design f the Service Prtfli fr the management and cntrl f Services thrugh their Lifecycle, including the Service Pipeline fr Services in develpment but nt yet ffered and the Service Catalgue f available Services The design f the technlgy, architectures, and management systems required t prvide the Services The design f the prcesses needed t design, transitin, perate, and imprve the Services, architectures, and prcesses themselves The design f the measurement methds and metrics f the Services, the architectures, and their cmpnents and prcesses Key Prcesses + Service Catalgue Management Service Level Management Capacity Management Availability Management IT Service Cntinuity Management Infrmatin Security Management Supplier Management Value t the Business Reduced Ttal Cst f Ownership (TCO) Imprved quality f Service Imprved cnsistency f Service Easier implementatin f new r changed Services Imprved Service alignment Mre effective Service perfrmance Imprved IT gvernance Mre effective Service Management and IT prcesses Imprved infrmatin and decisin making Cpyright ITpreneurs and AXELOS Limited All rights reserved. 5

6 SUMMARY NOTES ITIL FOUNDATION 6 Service Transitin General Cncepts and Definitins SKMS: Service Knwledge Management System a set f tls and databases that is used t manage knwledge and infrmatin. CI: Cnfiguratin Item any cmpnent that needs t be managed in rder t deliver an IT Service. CMS: Cnfiguratin Management System a set f tls and databases that are used t manage an IT Service Prvider s cnfiguratin data. CMDB: Cnfiguratin Management Database a database used t stre cnfiguratin recrds thrughut their Lifecycle. DML: Definitive Media Library - a secure library in which the definitive authrized versins f all media CIs are stred and prtected. Service Changes: Are Changes t an existing Service r the intrductin f new Services. Change Types: Nrmal, Standard, and Emergency. Key Principles and Mdels Prcesses We reviewed, at a high level, the fllwing prcesses: Change Management Service Asset and Cnfiguratin Management Release and Deplyment Management 6 Cpyright ITpreneurs and AXELOS Limited All rights reserved.

7 ITIL FOUNDATION SUMMARY NOTES 7 Service Operatin General Cncepts and Definitins Events: Alerts r ntificatins created by any IT Service, CI, r mnitring tl. Alerts: Warnings that a threshld has been reached, smething has changed, r a failure has ccurred. Incidents: Unplanned interruptins t an IT Service r reductins in the quality f an IT Service. Any Event that culd affect an IT Service in the future is als an Incident. Impact, Urgency, and Pririty: Urgency = A measure f hw lng it will be until an Incident, Prblem, r Change has a significant impact n the business. Impact = A measure f the effect f an Incident, Prblem, r Change n the business. Pririty = A categry used t identify the relative imprtance f an Incident, Prblem, r Change. Pririty is based n Impact and Urgency and used t identify the required times fr actins t be taken. Service Requests: Requests frm users fr infrmatin, advice, r a Standard Change. Fr example, reset a passwrd r prvide standard IT Services t a new user. Service Requests are usually handled by a Service Desk and d nt require an RFC t be submitted. Prblems: The cause f ne r mre Incidents. Wrkarunds: Reduce r eliminate the impact f an Incident r a Prblem fr which a full reslutin is nt yet available. Knwn Errrs: Prblems that have a dcumented rt cause and a Wrkarund. Knwn Errr Database (KEDB): A database cntaining all Knwn Errr recrds. Rle f cmmunicatin: Is imprtant because the use f apprpriate cmmunicatin is a must amng IT teams, departments, users, internal custmers, and the Service Operatin team t prevent and mitigate issues. Cnfiguratin Management System (CMS): A set f tls and databases that is used t manage an IT Service Prvider s cnfiguratin data. Includes infrmatin abut Incidents, Prblems, Knwn Errrs, Changes, and Releases. May cntain data abut emplyees, suppliers, lcatins, Business Units, custmers, and users. Cpyright ITpreneurs and AXELOS Limited All rights reserved. 7

8 SUMMARY NOTES ITIL FOUNDATION 8 Cntinual Service Imprvement Key Principles and Mdels Prcesses The Deming Cycle (Plan, D, Check, Act) The CSI apprach what is the visin, where are we nw, where d we want t be, hw d we get there, did we get there, and hw d we keep the mmentum ging? The Seven-Step Imprvement prcess: Define what yu shuld measure. Define what yu can measure. Gather the data. Prcess the data. Analyze the data. Present and use the infrmatin. Implement crrective actin. 8 Cpyright ITpreneurs and AXELOS Limited All rights reserved.

9 ITIL FOUNDATION SUMMARY NOTES 9 Technlgy and Architecture Autmatin Has an imprtant Impact n the perfrmance f Service Assets. Helps imprve Service Utility and Warranty. Service Autmatin Advantages f Autmatin Benefits f Autmatin fr Service Management Preparing fr Autmatin Cpyright ITpreneurs and AXELOS Limited All rights reserved. 9

10 SUMMARY NOTES ITIL FOUNDATION 10 Cmpetence and Training Cmpetence and Skills fr Service Management Rles Attributes Organizatins can prvide Services successfully if the staff invlved in Service Management is well educated, well trained, and have the apprpriate skills and experience. Skills f management, handling meetings, cmmunicatin, articulatin, negtiatin, and analytical mind. Skills Framewrk fr the Infrmatin Age (SFIA) Training Is a cmmn reference mdel. Identifies the skills required t develp effective IT Services, infrmatin systems, and technlgy. Outlines seven generic levels at which the Service Prviders can perfrm a task alng with the related prfessinal skills needed fr each level. Defines the cre cmpetencies that can be linked t the prfessinal skills. Is used t identify career develpment pprtunities. In Service Management helps the Service Prviders t build and maintain the capability f Service Management. Needs must be matched t the cmpetence and prfessinal develpment requirements. 10 Cpyright ITpreneurs and AXELOS Limited All rights reserved.