ITIL V3 FOUNDATION Rafie Tarabay

eng_rafie@mans.edu.e
ITIL IS THE FRAMEWORK FOR IT SERVICE
MANAGEMENT g
 Benefits of ITIL
IT Provider Customer
- Service Management Best Practices - Focus on Business Needs
- Lifecycle Approach - Services Aligned to Business Activity
Better management of services - Services Designed to Meet Business
- Better Integration among Requirements
Business services
IT Services
IT Functions
- Focus on Value of Service
 ITIL Core Concepts
• Services: delivering value to customers without requiring the customer to own specific costs and risks!
• Service Management: Set of specialized capabilities for delivering value to customers in the form of
services.
• Service Provider: Organization supply service to internal/External customers.
• Processes: Structured set of activities designed to achieve a specific objective.
• Functions: group of people & tools carry out one or more process/activity to do specific task
• Role: Collections of responsibilities and authorities given to person inside process/Function
Standard roles include…
– Service manager: Accountable for all services (development/improvement)
– Product manager: Accountable for a group of related services (development/improvement)
– Service owner: Accountable for develop a single service (design/improvement/management)
responsible to the customer for initiation, transition and ongoing maintenance
and support
– Process owner: Accountable for develop a single process (design/improvement/management)
– Process manager : Accountable for a apply single process
– Process practitioner: run some process activities
 ITIL has 4 main Functions
1. Service Desk: Single point of contact to user, hub for all internal communication
2. Technical Management: support infrastructure, develop required skills, Recover
technical failure
3. Application Management: support applications , develop required skills
4. IT Operation Management: day to day maintenance
– Operations Control: regular maintenance cycle (Daily backup,..)
– Facilities Management: maintain Facilities (AC, power maintenance)
Process Characteristics
–Transform inputs into outputs
–Deliver results to specific customer or stakeholder
–Measurable
–Triggered by specific events
 Assets = Capabilities & Resources

Service Assets: Resources and capabilities allocates to offer a service

– Resources : raw materials which contribute to a service
– Capabilities : skills or abilities applies to resources to create value
 Governance
Ensure that policies and strategy are actually implemented and
processes are correctly followed.

IT Governance is the responsibility of the Business Not IT

Governance vs Management :
•Governance – Making sound decisions
•Management – decision making and execution
 ITIL Service Lifecycle
1. Service strategy
2. Service design
3. Service transition
4. Service operation
5. Continual service
improvement

[Plan – Do - Check - Act]

 ITIL Service Lifecycle
Strategy (SS)
– Working with the business to plan appropriately for both Long and Short term service needs
Design (SD)
– Planning and architecting services that fall within the business’s strategy
Transition (ST)
– Moving planned business initiatives to live status
– Retiring old services no longer of value to the business
– Improving services to keep the business at or above required competitive levels
Operation (SO)
– Manage the services currently utilized by the business
Continual Service Improvement (CSI)
– Implemented as part of every process
 ITIL Processes (26 processes)
SS Strategy management
Portfolio management
Financial Management
SD Capacity management
Security management
Availability management
Continuity management
ST Transition Planning and Support
Asset And Configuration Management Release And Deployment
Change Management
Service Validation and Testing
SO Incident Management
Problem Management
Request Management
CSI
Demand management
Business relationship management
Catalog management
Supplier management
Service level agreement management
Design Coordination
Change Evaluation
Knowledge Management
Event Management
Access Management
 Service Strategy
Target
– Aligns IT strategies to Business Strategies
– Focuses is on Value to business
Scope
-Define a strategy with services meet customer’s business outcomes
-Define how to manage these services

Ensures IT perspectives and business perspectives are properly aligned.

•Business perspective don’t start in IT
•Infrastructure management doesn’t start with business processes

Business Case
– Structured and documented justification for investment in something expected to deliver
value
– ROI / VOI

Value
–Value of service consists of two components: utility and warranty
Concepts

Business case structure

• Introduction
– Presents the business objectives addressed by the service
• Methods and assumptions
– Defines the boundaries of the business case, such as time
period, whose costs and whose benefits
• Business impacts
– The financial and non-financial business case results
• Risks and contingencies
– The probability that alternative results will emerge
• Recommendations
– Specific actions recommended.
Concepts

Utility and Warranty Create Value

Concepts

4 P’s of Design a value

• People
• Process
• Product People
• Partners
Products/
Processes
Tech
Partners/
Suppliers
Concepts

Value Characteristics
• Value is defined by customers
• Value change over time
• Achievement of objective
• Affordable mix of features
 Service Portfolio management (SPM)
–Entire set of services under management by a Service Provider
–Consists of : Service Pipeline, Service Catalog, Retired Services
- Track investments in service and compare them with desired business outcome

Means for comparing service competitiveness

- Why should a customer buy from this provider?
- What is a fair rate for the service?
- What are the strengths, weaknesses, priorities, risks?
 Concepts

Service Portfolio Management Methods

1. Define –Build Business Cases
2. Analyze – Maximize Portfolio value
3. Approve – Authorize Services and Resources
4. Charter – Move Service to the Service Catalog
Concepts

Element of service portfolio

• We have only one service portfolio and many
service catalogs
Service portfolio Service Catalog
1. Opportunity 1. Services
2. Value proposition 2. Supported level of performance
3. Business outcome supported 3. Policies
4. Business cases 4. Minimum requirements
5. Priorities 5. Ordering and support
6. Risks 6. Support terms and conditions
7. Offering and Packages 7. Dependencies
8. Investment requirement 8. Point of contacts
9. Outgoing costs & pricing 9. Pricing and Charging
 Financial Management
Understanding and managing costs and opportunities associated with
services in financial terms
Identify the balance between cost and quality of service

Basic activities
•Budgeting: Planning how money will be spent by a Service Provider
•Accounting: Tracking how money is actually spent by a Service Provider
•Charging: Securing payment from customers for services provided
 Business Relationship Management
BRM
• Maintaining a positive relationship with customers
• Identifies customer needs (Utility & Warranty) and ensures that the
service provider is able to meet customer’s expectations and not exceed
what they will paying for before agreeing to deliver the service.
• Identify the change in customer environment and technology trends that
could impact service.
• Establish formal complaints and escalation process for the customer
 Demand Management
Unmanaged demand is a source of both cost and risk to Service Providers

Demand management models demand in terms of…

–User profiles
Which characterize different typical groups of users for a given service

–Patterns of business activity (PBA)

Which represent the way that users in different user profiles access a service over the
course of a given time period
 Service Design
• Purpose : design of the services & governing practices, processes and policies.
• Objectives:
– Reduce total cost of ownership TCO
– Improve quality and consistency of service
– Improve service performance
– Improve decision making
– service alignment with Strategy and Customer business value.
– Easier implementation of new or changed services.
 Concepts
• SLA, OLA, UC:
– Service level agreement(SLA) : with client
– Operational level agreement (OLA) with another department in the same organization
– Underpinning contract (UC) with the supplier
• Sourcing options
– Insource
– Outsource : one external company support part of service
– Co-Source/MultiSource: number of organization working together to support part of service
– Partnership: strategic agreement between two organizations to support a portion of service
– Business process outsourcing (BPO): one organization provide &manage the entire business process of the other
– Application service provision: Organization will provide on-demand software/Application
– Knowledge process outsourcing (KPO): outsource business knowledge not just process expertise
– Cloud: get pre-defined service over cloud
– Multi-Vendor Sourcing: get the same service from different vendors

• SDP (Service Design Package) : product during Design phase and Transition phase depend on it.
 Service Design Package (SDP)
SDP Contains
1.Service Requirements
– Business Requirement
– Service Applicability
– Service Contacts
1.Service Design
– Service functional requirement
– Service level Agreement
– Operational management requirement
– Service topology
1.Organization readiness assessment
2.Service lifecycle plan
– Transition plan
– Operational acceptance plan
– Acceptance criteria
 5 Aspects of Service Design
• Design of Service Solutions
• Design of Service Management Systems & Tools
– Especially the Service Portfolio which include service catalog
• Design of Technology Architectures and Management
Systems
• Design of Processes
• Design of Measurement methods and Metrics of the Service
 Design Coordination
• Single point of coordination during design phase.
• A Powerful position because it controls both
governance and design. Usually an intermediate
to high level manager in the organization.
• Monitor and improve the performance of service
design stage.
• Plan design resources and capabilities
• Coordinate design activities
• Manage design risks and issues
• Define and maintain policies and methods
 Service Catalog Management
– Dependent on Service Portfolio
– Details all live and approved for live services
– Two versions
1. Business Services – Those services required to operate the organization
2. Technical Services – Those services that are required to support the business services.
Service Level Management (SLM)
1. Accountable for Warranty (SLA and OLA) but not UC
2. Design SLA framework
3. Gather and document SLR
4. Monitor Performance against SLA
5. Produce appropriate reports
6. Service Review which could lead to Service improvement plan (SIP)
7. Manage the contracts and relationships
“Agree, Monitor, Report, Review”

SLM does not include

 Utility (Requirements for service functionality)
 Activity necessary to delivery service level
 Negotiation of Underpinning contract

SLA Structures
 Service-based SLA: one service and all customers
 Customer-based SLA: one customer group and all services
 Multi-level SLA: All customers and all services
 Availability Management
Fault tolerance
• Produce Availability Plan
• Provide Guidance on Availability Issues
• Ensure Availability Targets
• Assist on Availability Incidents and Programs
• Assess Change Plans
• Proactive Improvements of Availability

Availability Aspects
1.Service Availability: Ability to perform agreed function when required
2.Reliability - how long service can work
3.Maintainability - how quickly service restored
4.Serviceability: 3rd party ability to meet the terms of an underpinning contract
5.Vital business function VPS: part of business process that is critical to success
of the business
 Vital Business Functions
• High Availability
– Minimize effects of failure
• Fault Tolerance:
– Service, component or CI to operate correctly after
failure of component part
• Continuous Operations
– Eliminate planned downtime
– CIs may be down, but not service
• Continuous availability
– No planned downtime (100 % availability)
 Capacity Management
Performance
• Concerned with ensuring that cost effective capacity
exists at all times which meets or exceed the agreed
needs of the business as established in SLA
• Provides information on current and planned resource
utilization of individual components to enable
organization to decide, with confidence:
– Which components to upgrade
• More memory, faster storage/processors, more bandwidth
– When to upgrade
• Not too early (over capacity)
• Not too late (bottlenecks)
– How much upgrade will cost
IT Service Continuity Management (ITSCM)
Disaster Recovery

1. IT Service Plans
2. Business Impact Analysis (BIA)
3. Management of Risk (M o R)
4. Guidance on Continuity and Recovery
5. Ensure Continuity and Recovery measures in Place
6. Assess Impact of Change of Continuity
7. Ensure Proactive Measures
8. Negotiate with Suppliers for Continuity Needs

Recovery Options
• Gradual Recovery (Cold standby)
• Intermediate Recovery (Warm Standby)
• Fast Recovery (Hot Standby) – Typical 24 hours
• Immediate Recovery (Mirroring)
 Information Security Management
• Align IT security with business security
• Concerned with protection of IT assets from security threats
• IT Information Security Policy (ISP)
• Ensure Security Requirements
• Document and Implement Security Controls
• Manage Supplier Access to Systems
• Manage Security Breaches and Security-related Incidents
• Proactive Improvement of Security
• Integrate Security Aspects within other ITSM

• Focuses on protection of five basic qualities of information assets

–Confidentiality: Asset is only available to appropriate parties
–Integrity: Asset is not modified by unauthorized parties
–Availability: Asset is only utilized when required
–Authenticity: Transactions and identities of parties involved are genuine
–Non –repudiation: Completed transactions are not reversed / denied
5 Elements of Security Framework
 Supplier Management

1. Supplier Policy
2. Obtain Value for money from Suppliers
3. Ensure Supplier Contracts are Business-aligned
4. Manage Supplier Relationships and Performance
5. Negotiate Supplier Contracts and Manage them
through their lifecycle
6. Supplier and Contract Management Information
System
 Supplier Categorization (Value vs
Impact)
• Strategic
• Partnering relationships
• Senior Management
• Tactical
• Commercial Activities
• Middle Management
• Operational
• ISP, CoLo
• Junior Level
• Commodity
• Paper, Printer consumables
 Service Transition
• Ensure that new, modified or retired services
meet the expectations of the business.
 Service Transition processes
1. Transition Planning and Support
2. Service Asset and Configuration Management
3. Change Management
4. Service Validation and Testing
5. Evaluation
6. Release and Deployment Management
7. Knowledge Management
 Transition Planning and Support
• Co-ordinate resources and activities across projects and suppliers and
service teams to enable multiple transitions at the same time.
• Solve resources conflict
• Plan budget and resources need for service transition
• Identify and control risk during transition stage
• Monitor and improve transition stage performance
 Change Management
Risk
• Change is Addition, modify or remove anything effect IT service
• Change arise due to service improve or resolve errors
• Change raise using RFC document, Project initiation document or Service
desk call
• CM Balance between need for changes and impact of changes
• Change management responsible for customer’s business requirement
changes
• Ensure that changes are record and evaluated
• Ensure that change in Configuration Items record in CMS
• Optimize overall business risk

Risk Types
1. Standard change: pre-approved and risk well understood
2. Normal Change: risk unknown and not urgent change
3. Emergency change: risk unknown and urgent change
 Normal Change Seven Rs
The 7 R’s questions must be considered to evaluate the impact

1.Who Raise the change?

2.Reason?
3.Return?
4.Risk?
5.Resources?
6.Responsibilities?
7.Relationship between this change and other changes?
• Change model: contains change steps, responsibilities, timescale, and escalation
procedures.

• Change proposals: created by Service portfolio manager and review by change

manager to detect resource conflict.

Change proposal include

1.High level description of the change
2.Full business case (Risk, Budget, Financial expectation)
3.Schedule outlines for design and implementation

Change Priority
Priority= Impact + Urgency
Impact based on change benefit or degree of damage
Urgency based on how long can delay

• Remediation Plan: (Rollback) how to recover and continue the service if change fail!,
need for change authorization

• Baseline provide a roll-back point useful in managing risk around changes in the environment.
Request for change RFC -> Review RFC -> Assess the change (7 R’s for impact and
risks)-> Evaluate the change (based on impact, urgency, risk, benefits and cost) ->
Authorize Change
Any change need authorization based on change level and should be documented
Change Level Change Authority Level of risk
Level 1 Business Executive Board High Cost/Risk
Level 2 IT Manager Board Multiple services
Level 3 CAB/ ECAB Change service
Level 4 Change Manager Low Risk
Level 5 Local Authorization Standard Change

Change Advisory Board (CAB): [Members from both IT and business]

1.Customer
2.Application developer
3.Technical consultant
4.Operation Stuff
5.Service Stuff
6.Supplier
 Release & Deployment Management
• Plan and Schedule for build and deploy
• Ensure that change give the agreed value
• Record deviation and talk corrective action
• Ensure that backed out can be done if appropriate
• Ensure that knowledge transferee to customer
• Release Unit: a portion of a service that normally release as a single entity
• Release Package: Set of configuration items that can test and deploy
together as a single release
• Release Types
– Major Release
– Minor Release
– Emergency Release
 Release Policy
• Each release should has release number, name and description
• Responsibilities for each stage of deploy
• Use software for Definitive media library (DML)
• Expected frequency for each type of release
• Approach to group changes into release
• Mechanism to automate build
• How to capture and validate the release baseline configuration
• Entry and exit criteria and authority for release acceptance
• Criteria and authorization to exit early life support (Handover)
 Knowledge Management
• Ensure that Idea, experience, and information are saved in SKMS and available
in the right place at the right time to reduce rediscover knowledge.
• Service knowledge management system (SKMS ): support decision & delivery of
service
• Configuration Management System (CMS) : CMS maintains the relationships
between all service components and can include related incidents, problems,
known errors also CMS provide accurate and up-to-date information regarding
how the environment is configured.
• CMS stores records of Configuration Items (CI) in the Configuration
Management Database (CMDB).
• DIKW Structure: Data --> Information --> Knowledge --> Wisdom
Service knowledge management system (SKMS )

Configuration management system (CMS)

CMDB CMDB CMDB

 Service Assets & Configuration Management (SACM)

• Ensure that information about Assets required to deliver a service are available
and when/where these assets used and the relationship between them.
• Configuration Item (CI): it is a service assets that needs to be managed to
deliver a service.
• Configuration Model: records the relationships between Cis and infrastructure
• Examples of Cis:
– Service Lifecycle Cis: Business Case, Service Design Package, Service management plan
– Service CIs: Capabilities and resources
– Organization CIs
– Internal CIs
– External Cis: Customers/Suppliers requirements and Agreements
– Interface Cis
• SACM not responsible to manage SKMS
 Service Operation
• Work to maintain business satisfaction and confidence
• Minimize the impact of any service outage
• Ensure service provided to those authorized only

Service Operation Processes

• Event Management
• Incident Management
• Problem Management
• Request Fulfillment
• Access Management
 Service Operation Functions
1. Service Desk: single point of contact for user, handle incident and
requests. Aim to get the normal service as quickly as possible
2. Technical Management:
3. IT Operations Management:
4. Application Management:
 Service Operation Processes
• Event Management
• Incident Management
• Problem Management
• Request Fulfillment
• Access Management
ITIL Foundation Exam Practice Sample Questions

• http://os.itil.org/en/vomkennen/itil/ueberblic
k/service.php
• http://www.itil123.cn/2016-feb-ii-itil-
foundation-exam-new-sample-questions-
syllabus-2011-online.html