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Service Life Service

Overview Service Design
Cycle Strategy
Continual
Service Service
Service
Transition Operation
Improvement
1
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Welcome to
ITIL V3
Foundation
Overview
Course Goals and Objectives
› Goal:
› Understanding and domain of the ITIL Foundation V3 concepts.
› Objectives:
› Present phases, processes and concepts of the ITIL Lifecycle.
› Exemplify each phase in a clear way to facilitate the understanding.
› Achieve interaction and participation of the group to solve questions
and clarify concepts.
› Important: NO certification during the course.
3 | All Rights Reserved © Valores Corporativos Softtek S.A. de C.V. 2015. Internal.
ITIL Benefits
› The main purpose of IT Service Management is to reduce the “gap”
between the business and technology.
› ITIL contains the best practices of IT Service Management

integrated into processes to provide a service.
› Benefits of implementing ITIL:

› It provides business competitiveness
› Improvements in project delivery time.
› Improved availability, reliability, flexibility and security of critical IT
services.
› Integration of core processes.
› Documentation of roles and responsibilities.
› Provides performance indicators.
Overview
Definition ITIL History Success Qualification
Service Management as a Practice
Process and Roles and
Concepts Responsibilities RACI Model Exercise
Functions
Information Technology
Infrastructure Library
Is a set of guidelines and best
practices outlining how IT Service
Management, or ITSM, can be
implemented.
Functions
• UK government • The UK government

• Business grow recognized assign this task to
reliant on IT. dependence on IT. CCTA (Central GITMM was only
• Focus on the • Learn from successful Computer and focused on
availability of IT companies the correct Telecommunications CCTA generate the government
services. implementation of TI. Agency) GITMM framework organizations
1980’s 1986 Late 80’s
Functions
ITIL is successful because:
› It contains a framework that is applicable to any organization.

› It provides an organization with good practices.
› Integrates service strategy with business strategy.
› Manage risks.
› Improve quality and speed of IT services.
› Improve customer relations.
› General purpose: Reduce time and money.
Functions
OSA
Opeational Support and Analysis
PPO
Planning, Protection and Optimization
RCV
Version, Control and Validation
SOA
Service Offerings and Agreements
Functions
• Method of providing value to customers by

helping them achieve their objectives without
Service
taking on any cost or risk.
• They could be INTERNAL, EXTERNAL or SHARED.
• Set of specialized organizational capabilities that

Service
Management
can provide value to customers in the form of
services.
• Internal or external, all interested in the

Stakeholders activities, objectives, deliverables and IT Service
Management resources.
Functions
Process Function
It’s a set of coordinated activities.

Are units of organizations specialized to
Elements: Inputs (trigger), activities, perform one or more processes and be
outputs/results responsible for specific outcomes.
Characteristics: measurable, specific Groups, teams, department or division.

results, clients, respond to specific events.
Example
Functions
Service Desk
Service Level
Mgmt. Incident Mgmt.
Service Service
Availability Problem
Delivery Mgmt. Support Mgmt.
Financial Release Mgmt.

Mgmt.
Capacity Change Mgmt.

IT Service Mgmt. Configuration
Continuity Mgmt. Mgmt.
Functions
Role is a set of responsibilities, activities and authorities granted to a person

or team. It’s defined in a Process. One person or team may have multiple roles,
Service Management Roles

Process Owner Service Owner
Responsible of process Responsible of all service

quality and fulfillment (initiation, transition,
(sponsors, design, change support, continual
management, metrics) improvement)
Functions
› Illustrate the participation of the ITIL roles in

the various ITIL processes, the ITIL Process
Map includes a complete responsibility matrix,
following the familiar RACI.
Service Life Cycle

ITIL Foundation – Training Course
Service Service Service Service Service Service
Lifecycle Strategy Design Transition Operation Cont. Imp.
Service Strategy
Goals and
Concepts Processes
Objectives
Goal:
Design and implement an approach to meet the needs of an organization
Objectives:
› Provide Knowledge about strategy concept
› Describe services and customers of such services
› Explain the creation and delivery of value
› Identify opportunities to leverage the same services
› Identify the processes that define the strategy of an organization
Service Strategy
Goals and
Concepts Processes
Objectives
• Functionality offered by a service to satisfy a

Utility need
• Derived from the positive effect being

Warranty available when needed
• Organization’s ability to coordinate, control,

Capabilities and deploy resources to produce value
Resources • Direct inputs for production
• Ensuring that Policies and Strategy are

Governance actually implemented.
Service Strategy
Goals and
Concepts Processes
Objectives
IT Service Strategy Management
Demand Management
Service Portfolio Management
IT Service Financial Management
Business Relationship Management
Service Design
Goals and
Concepts Processes
Objectives
Goal:
› Design IT services and governance best practices, processes and IT
policies. Use the principles developed in the Service Strategy stage and
design new IT services or modify existing ones.
Objectives:
› Designing processes that ensure efficiency, effectiveness, and good
Service Management throughout the ITIL® Service Lifecycle
› Designing a stable IT infrastructure that can be expanded further or
developed without compromising time or cost constraints
› Recognizing and controlling risks
› Designing measurement methods to evaluate the success of the
design processes
Service Design
Goals and
Concepts Processes
Objectives
Architecture • The structure of a System or IT Service
• Documents agreed with the customers that

SLA specify the level, scope and quality of service
• Underpinning agreements necessary to deliver

OLA the quality of service agreed within the SLA
• A legally binding Agreement between two or

Contract more parties
Service Design
Goals and
Concepts Processes
Objectives
Availability Management
Capacity Management
IT Service Continuity Management (ITSCM)
Service Catalogue Management (SCM)
Supplier Management
Service Level Management (SLM)
Information Security Management (ISM)
Service Transition
Goals and
Concepts Processes
Objectives
Goal:
› Ensure that new or modified services meet the business expectations
documented in the Service Strategy and Service Design stages of the
lifecycle.
Objectives:
› Plan and manage service changes efficiently and effectively
› Manage risks relating to new, changed, or retired services
› Successfully deploy service releases into supported environments
› Set appropriate expectations about the performance and use of new
or changed IT services
› Ensure that service changes create the expected business value
› Provide accurate information about services and service assets
Service Transition
Goals and
Concepts Processes
Objectives
• The addition, modification or removal of

Change anything that could have an effect on IT
Services
Change Request • Formal document with the specifications

(RFC) of a change.
Configuration Item • Any Component that needs to be

(CI) managed in order to deliver an IT Service
Service Transition
Goals and
Concepts Processes
Objectives
Change Management
Service Asset and Configuration Management
Knowledge Management
Release and Deployment Management
Project Management (Transition Planning and Support)
Service Validation and Testing
Change Evaluation
Service Operation
Goals and
Concepts Processes Functions
Objectives
Goal:
› Coordinate and carry out the activities and processes required to deliver
and manage services at agreed levels to business users and customers.
So the Service Operation stage ensures that services are delivered as
promised.
Objectives:
› Keep business satisfaction
› Minimize the impact of service disruptions in daily activities
› Ensure that access to IT it services is only for authorized people
Service Operation
Goals and
Objectives
Event • A change of state
• A warning that a threshold has been reached, a

Alert change
Incident • An unplanned interruption to an IT Service
Impact • A measure of the effect of an Incident
• A measure of the effect of an Incident has an

Urgency impact
Priority • Relative importance of an Incident
Workaround • Reducing or eliminating the Impact of an Incident
Problem • A cause of one or more Incidents
Service Operation
Goals and
Objectives
Event Management
Incident Management
Request Fulfillment
Problem Management
Accessibility Management
Service Operation
Goals and
Objectives
Service Desk
Technical Management
Application Management
Operations Management
Continual Service Improvement
Goals and
Concepts Processes
Objectives
Goal:
› Ensure that IT services remain aligned with changing business needs
Objectives:
› Review, analyze, prioritize, and make recommendations for
improvements in the lifecycle stages.
› Review and analyze service level achievements
› Identify and implement activities to improve IT service quality
› Improve the efficiency and effectiveness of the processes
› Improve cost effectiveness of IT services
› Ensure that appropriate quality management methods are used
› Ensure that processes have clearly defined objectives
Goals and
Concepts Processes
Objectives
• A Document containing the results or

Record CSI other output, CI that can improve
Baseline • A Benchmark used as a reference point
• Something that is measured and

Metric reported to help manage a Process, IT
Service or Activity
ROI • Return of Investment.
Goals and
Concepts Processes
Objectives
7 Steps 1. Identify Strategy
2. Define what to measure
3. Gather the data
4. Process the data
5. Analyze the information
6. Present and use the information
7. Implement Improvement
Service Strategy
ITIL Foundation – Training Course
Goal & Risk
Concepts 4 P’s Value Processes
Objectives Mgmt.
Goal:
Design and implement an approach to meet the needs of an organization
Transform Service Management into a strategic asset.
Objectives:
› Provide knowledge about Strategy concept
› Describe services and customers of such services
› Explain the creation and delivery of value
› Identify opportunities to leverage the same services
› Identify the processes that define the strategy of an organization
34 | All Rights Reserved © Valores Corporativos Softtek S.A. de C.V. 2015. Internal. ITIL - Service Strategy
Goal & Risk
Objectives Mgmt.
• Functionality offered by a service to satisfy a

Utility need
• Derived from the positive effect being

Warranty available when needed
• Organization’s ability to coordinate, control,

Capabilities and deploy resources to produce value
Resources • Direct inputs for production
• Ensuring that Policies and Strategy are

Governance actually implemented.
Goal & Risk
Objectives Mgmt.
•Describes a vision and •Describes the decision

direction. A strategic to adopt a well-defined
perspective articulates stance
the business philosophy •Policies and
of interacting with the distinctiveness
customer or the manner
in which services are
provided.
Perspective Position
Pattern Plan
• Describes a series of • The means of

consistent decisions transitioning from “as
and actions over time is” to “to be”.
• Ongoing actions and • Method and Execution
adjustments
Goal & Risk
Objectives Mgmt.
› Risk is defined as uncertainty of outcome, whether positive opportunity or

negative threat.
› Managing risks:
Communication and consultation
Monitoring and review

Goal & Risk
Objectives Mgmt.
Business
Results
Preferences
Perceptions Characteristics
• Defined by clients
• Affordable characteristics
• Achieving the objectives
• Changes with time and
circumstances
Value
Goal & Risk
Objectives Mgmt.
Service Strategy Processes
Demand Portfolio Financial
BRM
Mgmt. Mgmt. Mgmt.
Demand Management
Service Portfolio Management
IT Service Financial Management
Business Relationship Management
Goal & Risk
Objectives Mgmt.
BRM
Mgmt. Mgmt. Mgmt.
Purpose:
Service Performance
› Anticipate customer demand for
14
services.
12
10
› Manage resources depending on
the customer demand. 8
6
› Connect with Capacity 4
Management. to ensure that the 2

service provider has sufficient 0
capacity to meet the demand. Jan. Feb. Mar. Apr. May Jun. Jul. Aug. Oct. Nov. Dic.
# Users
Goal & Risk
Objectives Mgmt.
BRM
Mgmt. Mgmt. Mgmt.
Purpose:
› Define and Analyze new or
changed Services
› Approve new or changed Services
› Ensure the correct set of services
offered
› Service Portfolio Review
› Includes all services

› Development
› Actual (Catalogue)
› Retired
Goal & Risk
Objectives Mgmt.
BRM
Mgmt. Mgmt. Mgmt.
Purpose: Sub Processes:

› Manage IT budget to design, develop and .
offer services meeting business needs.
Financial Management
› Decide in which existing or new services
to invest.
› Evaluate financial impact of new or

modified strategies with the service Budget Accounting Billing
provider.
› Maintain a balance between cost/quality

and offer/demand.
Goal & Risk
Objectives Mgmt.
BRM
Mgmt. Mgmt. Mgmt.
Purpose:
› Maintain Customer Relationships
› Identify Service Requirements
› Sign up Customers to Standard Services
› Customer Satisfaction Survey
› Handle Customer Complaints
› Monitor Customer Complaints
Service Design
ITIL Foundation - Training Course
| All Rights Reserved © Valores Corporativos Softtek S.A. de C.V. 2015. Internal.
Goal &
Concepts SDP 4 P’s Aspects Processes
Objectives
Goal:
› Design IT services and governance best practices, processes and IT
policies. Use the principles developed in the Service Strategy stage and
design new IT services or modify existing ones.
Objectives:
› Designing processes that ensure efficiency, effectiveness, and good
Service Management throughout the ITIL® Service Lifecycle
› Designing a stable IT infrastructure that can be expanded further or
developed without compromising time or cost constraints
› Recognizing and controlling risks
› Designing measurement methods to evaluate the success of the
design processes
45 | All Rights Reserved © Valores Corporativos Softtek S.A. de C.V. 2015. Internal. ITIL - Service Design
Goal &
Objectives
Architecture • The structure of a System or IT Service
• An Organization supplying services to one or more internal or external

Service Provider customers
• Documents agreed with the customers that specify the level, scope
SLA - Service Level Agreement and quality of service
OLA - Operational Level • Underpinning agreements necessary to deliver the quality of service
Agreement agreed within the SLA
Contract • A legally binding Agreement between two or more parties
Underpinning Contract • A Contract between an IT Service provider and a third party
• Full Lifecycle Cost of owning a CI, not just the initial cost or purchase
TCO – Total Cost of Ownership price
• Something that must happen if a Process, Project, Plan, or IT Service is

CSF – Critical Success Factor to succeed.
• A metric that is used to help manage a process, IT service or activity.

KPI – Key Performance Indicator Defined after a CSF.
• Document(s) defining all aspects of an IT Service and its requirements

SDP – Service Design Package through each stage of its Lifecycle. Result of Service Design phase.
Goal &
Objectives
Service
Strategy
• New Service
Service • Major Change to Service
Design • Removal of a Service
• Change in the SDP itself
Service Design
Package (SDP)
Service
Transition
Goal &
Objectives
People
Processes
4 P’s of
Service
Design
Products
Partners
Goal &
Objectives
5 Aspects of Service Design:
1. Solutions: for New or Modified

Services
2. Tools and systems: for information

management.
3. Architectures: Technology and

Management
4. Processes
5. Measurement and Metrics: CSFs

and KPIs
Goal &
Objectives
Service Design Processes
Availability Capacity Continuity Catalogue Supplier

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Capacity Management
Service Catalogue Management (SCM)
Supplier Management
Service Level Management (SLM)
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Capacity Management Demand Management
Service Catalogue Management (SCM) Portfolio Management
Supplier Management Financial Management
Service Level Management (SLM) BRM
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Purpose:
› Ensure that the level of service availability
delivered in all services is matched to or exceeds
the current and future agreed needs of the
business, in a cost-effective manner.
› Produce and maintain an appropriate and up-to-

date Availability Plan that reflects the current and
future needs of the business.
› Provide advice and guidance to all other areas of

the business and IT on all availability-related issues
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Concepts:
• CI to perform its agreed function when

Availability required. (%)
• How long a CI or service works w/out

Reliability interruption. (time)
• How quickly a service could be

Maintainability restored.
• The ability of a third-party supplier to

Serviceability meet the terms of their contract.
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Availability (Tot. hrs. – (+ (breaks))) / Tot. hrs x 100
(5,020–(6+14)) / 5,020 x 100 = 99.60%
Reliability Tot. hrs. / # of breaks

Example:
(MTBSI)
› A situation where a 24 x 7 service 5,020 / 2 = 2,510 hours
has been running for a period of
5,020 hours with only two breaks, Reliability Tot. hrs. – (+ (breaks)) / # of breaks
one of six hours and one of 14 (MTBF)
hours, would give the following 5,020–(6+14) / 2 = 2,500 hours
figures:
Maintainability (SUM (breaks)) / # breaks
(MTRS)
(6+14) / 2 = 10 hours
Goal &
Objectives

Mgmt. Mgmt. Mgmt. Mgmt. Mgmt.
SLM ISM
Purpose:
› 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.
› Assign resources to meet the greater % of availability, if resources are not sufficient
consider a supplier.
Business Component
Service Capacity
Capacity Capacity
Management
Management Management
the management, control and management, control and

translates business needs and prediction of the end-to-end prediction of the
plans into requirements for performance and capacity of performance, utilization and
service and IT infrastructure the live, operational IT capacity of individual IT
services usage and workloads. technology components.
Goal &
Objectives

Mgmt. Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt.
Purpose:
› Support the overall Business Continuity Management process by ensuring that the
required IT technical and service facilities can be resumed within required, and agreed,
business timescales.
› Complete regular Business Impact Analysis (BIA) exercises to ensure that all
continuity plans are maintained in line with changing business impacts and requirements.
› Conduct regular Risk Analysis and Management exercises, particularly in conjunction

with the business and the Availability Management and Security Management processes.
› Ensure that proactive measures to improve the availability of services are

implemented.
› Negotiate and agree the necessary contracts with suppliers for the provision of the
necessary recovery capability
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Purpose:
• The goal is that the Service Catalogue is produced
and maintained, containing accurate information on
all operational services and those being prepared to
be run operationally.
› Provide a single source of consistent information on

all of the agreed services.
› Ensure that it is widely available to those who are
approved to access it.
› The approval of the Service Transition is required to

add or remove services from the service catalog.
› Includes information about deliverables, prices,

contact points, ordering and request processes.
Goal &
Objectives

SLM ISM
Mgmt.
Purpose:
› Manage suppliers and the services they provide, to meet seamless quality of IT service
to the business, ensuring value for money is obtained.
› Ensure that suppliers are conforming to all of the terms and conditions.
› Manage relationships with suppliers.
› Manage supplier performance.
› Maintain a supplier policy and a supporting Supplier and Contract Database (SCD).
› Elaborate Supplier Service Improvement Plans (SIPs) after metrics (surveys).
Goal &
Objectives

SLM ISM
Mgmt.
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Purpose:
› Ensure that an agreed level of IT service is provided
for all current IT services, and that future services are
delivered to agreed achievable targets.
› Development of SLAs and OLAs.

› SLR: Service Level Requirement (included in SLAs).
› Contracts are developed in Supplier Mgmt. process.
› Provide and improve the relationship and

communication with the business and customers.
› Proactive measures are also taken to seek and

implement improvements to the level of service
delivered.
Goal &
Objectives

Mgmt. Mgmt. Mgmt.
SLM ISM
Mgmt. Mgmt.
Information Security Management

Purpose:
› Align IT security with business security and ensure that information security
is effectively managed in all service and service Management activities,
› Protect from harm the interests of those relying on information, and the
systems and communications that deliver the information, resulting from
failures of availability, confidentiality and integrity.
› Develop a system security policy and plan.

› Policy: Formally documented management expectations and intentions.
Policies are used to direct decisions, and to ensure consistent and appropriate
development and implementation of Processes, Standards, Roles, Activities, IT
Infrastructure, etc.
Service Transition
Goal &
Concepts Processes
Objectives
Goal:
› Ensure that new or modified services meet the business expectations
documented in the Service Strategy and Service Design stages of the
lifecycle.
Objectives:
› Plan and manage service changes efficiently and effectively
› Manage risks relating to new, changed, or retired services
› Successfully deploy service releases into supported environments
› Set appropriate expectations about the performance and use of new
or changed IT services
› Ensure that service changes create the expected business value
› Provide accurate information about services and service assets
63 | All Rights Reserved © Valores Corporativos Softtek S.A. de C.V. 2015. Internal. ITIL - Service Transition
Goal &
Concepts Processes
Objectives
• Any component or other service asset that needs

Configuration Item (CI) to be managed in order to deliver an IT service.
• The addition, modification or removal of anything

Change that could have an effect on IT Services
• A document that includes a high level description

Change Proposal of a potential service introduction or significant
change,.
Request for Change • A formal proposal for a Change to be made. An

RFC includes details of the proposed Change, and
(RFC) may be recorded on paper or electronically.
• A repeatable way of dealing with a particular

Change Model category of change. Defines specific agreed steps
that will be followed for a change.
Goal &
Concepts Processes
Objectives
Service Transition Processes
Change Knowledge Rel & Dep Project Validation Change
SA & CM Mgmt. Evaluation
Mgmt. Mgmt. Mgmt. & Testing
Change Management
Knowledge Management
Project Management (Transition Planning and Support)
Service Validation and Testing
Change Evaluation
Goal &
Concepts Processes
Objectives
Purpose:
› Enable beneficial changes to be made with minimum Types of Changes:
disruption to IT Services.
› Standard Change:
› Pre-planned authorized
› Respond to business needs while the value is change.
increased.
› Normal Change
› Respond to requests for business change and IT. › Responds to a need.
› Ensures organizations register, evaluate, prioritize › Emergency Change

and review the changes. › A change that needs to be
done immediately to recover
operation.
› Ensure organizations register all Cis in the CMS
Goal &
Concepts Processes
Objectives
Change Management Authorization:
Change Advisory Board (CAB)

› Body that exist to support the authorization of changes and ti assist change
management in the assessment, prioritization and scheduling of changes.
Emergency Change Advisory Board (ECAB)

› Defined authorization levels will exist for an emergency change, and the levels of
delegated authority must be clearly documented and understood.
Goal &
Concepts Processes
Objectives
The seven Rs of change Management:
› Who raised the change?

› What is the reason for the change?
› What is the return required from the change?
› What are the risk involved in the change?
› What resources are required to deliver the change?
› Who is responsible for the build, test and implementation of the change?
› What is the relationship between this change and other changes?
Goal &
Concepts Processes
Objectives
Purpose:
› Support the business by providing accurate information and control across all
assets and relationships that make up an organization’s infrastructure.
› Identify, control and account for service assets and configuration items (CI),
protecting and ensuring their integrity across the service lifecycle
Goal &
Concepts Processes
Objectives
SKMS
Service Knowledge
Management System
CMS
Configuration Management
System
DML
Definitive Media Library
Goal &
Concepts Processes
Objectives
Purpose:
› Share perspectives, ideas, experience and information.
› Ensure that these are available in the right place at the right time to enable informed
decisions.
› Improve efficiency by reducing the need to rediscover knowledge.
› Maintain relevant information on usage, resource consumption, constraints and

difficulties that is always available
Goal &
Concepts Processes
Objectives
Service Knowledge Management System
Goal &
Concepts Processes
Objectives
DIKW Model
Goal &
Concepts Processes
Objectives
SA & CM Mgmt. Mgmt. Evaluation
Mgmt. Mgmt. & Testing
Purpose:
› Responsible for planning, scheduling and
controlling the build test and deployment
of releases.
› Agree release and deployment plans with

customers and stakeholders.
› Ensure that integrity of a release package

and its constituent components is maintained
throughout the transition activities and
recorded accurately in the CMS.
Goal &
Concepts Processes
Objectives
SA & CM Mgmt. Mgmt. Evaluation
Mgmt. Mgmt. & Testing
Purpose:
› Provide a complete transition planning service and manage resources.
› Provide support for the Service Transition teams and people.
› Plan the changes required in a manner that ensures the integrity of all identified customer
assets, service assets and configurations can be maintained.
› Ensure that Service Transition issues, risks and deviations are reported to the appropriate
stakeholders and decision makers.
Goal &
Concepts Processes
Objectives
SA & CM Mgmt. & Testing Evaluation
Mgmt. Mgmt. Mgmt.
Purpose:
› Plan and implement a structured validation and test process.
› Ensure that deployed Releases and the resulting services meet customer expectations.
Goal &
Concepts Processes
Objectives
Purpose:
› Asses major Changes, like the introduction of a new service or a substantial change to an
existing service, before those Changes are allowed to proceed to the next phase in their
lifecycle.
.
Service Operation
Goal &
Concepts Functions Processes
Objectives
Goal:
› Coordinate and carry out the activities and processes required to deliver
and manage services at agreed levels to business users and customers.
So the Service Operation stage ensures that services are delivered as
promised.
Objectives:
› Keep business satisfaction
› Minimize the impact of service disruptions in daily activities
› Ensure that access to IT it services is only for authorized people
79 | All Rights Reserved © Valores Corporativos Softtek S.A. de C.V. 2015. Internal. ITIL - Service Operation
Goal &
Objectives
Event • A change of state
• A warning that a threshold has been reached, a

Alert change
Incident • An unplanned interruption to an IT Service
Impact • A measure of the effect of an Incident
• A measure of the effect of an Incident has an

Urgency impact
Priority • Relative importance of an Incident
Workaround • Reducing or eliminating the Impact of an Incident
Problem • A cause of one or more Incidents
Goal &
Objectives
Service Operation Functions
Service Technical Application Operations
Desk Mgmt. Mgmt. Mgmt.
Service Desk
Technical Management
Application Management
Operations Management
Goal &
Objectives
› A Service Desk is a functional unit made up of a

dedicated number of staff responsible for dealing
with a variety of service events, often made via
telephone calls, web interface, or automatically
reported infrastructure events.
Goal &
Objectives
• Co-located within • Merged into

or physically close
to the user a single
community IT location.
serves.
Local Centralized
Follow the
Virtual
Sun
• Provide a 24hr •Use of technology,
service by particularly the
changing to the Internet, and the
daylight location. use of corporate
support tools
Goal &
Objectives
› Technical Management refers to the groups, departments or teams that

provide technical expertise and overall management of the IT Infrastructure.
› It provides the actual resources to support the ITSM Lifecycle
Goal &
Objectives
› Application Management is responsible for managing applications throughout

their lifecycle.
› The Application Management function is performed by any department, group

or team involved in managing and supporting operational applications.
› Application Management also plays an important role in the design, testing

and improvement of applications that form part of IT services.
Goal &
Objectives
› The term ‘Operations Management’ is used to mean the department, group or

team of people responsible for performing the organization’s day-to-day operational
activities.
Faciities Management IT Operations Control
• Console Management
• Data Centers • Job Scheduling
• Recovery Siles • Backup and Restore
• Consolidation • Print and Output Management
• Contracts • Maintenance activities
Goal &
Objectives
Service Operation Processes
Event Incident Request Problem Accessibility
Mgmt. Mgmt. Fulfillment Mgmt. Mgmt.
Event Management
Incident Management
Request Fulfillment
Problem Management
Accessibility Management
Goal &
Objectives
Purpose:
› Detect events, make sense of them and determine the appropriate control action.
› Provide the entry point for the execution of many Service Operation processes and activities
› Provides a way of comparing actual performance and behavior against design standards
and SLAs.
Informational Warning Exception
Goal &
Objectives
› Event occurs
› Event notification
› Event detection
› Event filtering
› Significance of events
› Event correlation
› Trigger
› Response selection
› Review actions
› Close event
Goal &
Objectives
Purpose:
› Restore normal service operation as quickly as possible and minimize the adverse impact
on business operations, thus ensuring that the best possible levels of service quality and
availability are maintained.
› Timescales must be agreed for all incident-handling stages. based upon the overall incident response
and resolution targets within SLAs. All support groups should be made fully aware of these timescales.
› Incident Model is a way of pre-defining the steps that should be taken to handle a process. This will
ensure that ‘standard’ incidents are handled in a predefined path and within pre-defined timescales.
› For Major incidents a separate procedure, with shorter timescales and greater urgency, must be used.
› Escalation is an Activity that obtains additional Resources when these are needed to meet Service
level targets or Customer expectations. There are two types of Escalation, Functional Escalation and
Hierarchic Escalation.
Goal &
Objectives
Impact: A measure of the effect of an

Incident, Problem or Change on
Business Processes.
Priority :A Category used to identify
the relative importance of an
Incident, problem or Change. Priority
is based on Impact and Urgency, and
is used to identify required times for
actions to be taken Urgency: A measure of how long it
will be until an Incident, Problem or
Change has a significant Impact on
the Business
Goal &
Objectives
Purpose:
› The Process responsible for managing the Lifecycle of all Service requests.
› Service Request’ is used as a generic description for many varying types of demands that
are placed upon the IT Department by the users.
› Is the process for dealing with Service Requests – many of them actually smaller, lower-
risk, changes – initially via the Service Desk, but using a separate process similar to that of
Incident Management.
 To provide a channel for users to request and receive standard services

 Provide information to users and customers about the availability of services
 Source and deliver the components of requested standard services
 Assist with general information, complaints or comments.
Goal &
Objectives
Purpose:
› Involves root-cause analysis to determine and resolve the cause of incidents, proactive
activities to detect and prevent future problems/incidents and a Known Error sub-process to
allow quicker diagnosis and resolution if further incidents do occur.
› Prevent problems and resulting incidents from happening, to eliminate recurring incidents
and to minimize the impact of incidents that cannot be prevented.
› Ensures that the resolution is implemented through the appropriate control procedures,
especially Change Management and Release Management.
› Maintain information about problems and the appropriate workarounds and resolutions, so
that the organization is able to reduce the number and impact of incidents over time.
Goal &
Objectives
 Problem detection
 Problem logging
 Problem Categorization
Problem
 Problem Prioritization
Management
 Problem Investigation and Diagnosis
 Workarounds
 Raising a Known Error Record Reactive Proactive

 Problem resolution
 Problem Closure
 Major Problem Review
Goal &
Objectives
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.
› Access refers to the level and extent of a service’s functionality or data that a user is
entitled to use.
› Identity refers to the information about them that distinguishes them as an individual and
which verifies their status within the organization.
› Rights (also called privileges) refer to the actual settings whereby a user is provided
access to a service or group of services
› Directory Services refers to a specific type of tool that is used to manage

› access and rights.
Continual Service
Improvement
Goal &
Objectiv Concepts CSI PDCA Metrics 7 Steps
es
Goal:
› Ensure that IT services remain aligned with changing business needs
Objectives:
› Review, analyze, prioritize, and make recommendations for
improvements in the lifecycle stages.
› Review and analyze service level achievements
› Identify and implement activities to improve IT service quality
› Improve the efficiency and effectiveness of the processes
› Improve cost effectiveness of IT services
› Ensure that appropriate quality management methods are used
› Ensure that processes have clearly defined objectives
97 ITIL – Continual Service

Goal &
Concept
Objective CSI PDCA Metrics 7 Steps
s
s
• A Document containing the results or

Record CSI other output, CI that can improve
• A Benchmark used as a reference

Baseline point
• Something that is measured and

Metric reported to help manage a Process, IT
Service or Activity
ROI • Return of Investment.

Goal &
Objective Concepts CSI PDCA Metrics 7 Steps
s
› The CSI register will introduce a structure and visibility to service

improvement, ensuring that all initiatives are captured and recorded and the
benefits realized.
› ID – give each improvement opportunity a unique ID

› Description – what improvement is needed
› Benefits – why this improvement is needed
› Urgency – when this improvement is needed.
› Time – how long it will take to implement this improvement.
› Cost – how expensive will this improvement be.
› Owner – who is going to own this
› Date submitted –how long the opportunity has been on the register
› Status – to track what has happened to this opportunity
› Percent complete –status of “ongoing” for improvements

Goal &
s
PDCA (Deming Cycle)
› Plan – planning the activity for improvement (define metrics and

measurements) (for governance control)
› Do – implementing a new project for improvement initiatives
› Check – checking and reviewing results of the improvement through

measurements
› Act – implementing modifications / corrective actions to the actual

process and to determine whether a new project is needed

Goal &
s
› Metric is a scale of measure that allows you to define what is to be

measured.
› Technology Metrics – associated with managing service

components using monitoring systems, e.g. availability and
performance.
› Process Metrics – captured in terms of the CSFs and KPIs, to

assess quality, performance, value, and compliance of the process
› Service Metrics – a measure of the end-to-end service performance,

results from technology and process metrics

Goal &
s
› Involves collecting and

analyzing data, identifying
issues, presenting the
information, and
implementing changes.
› The 7 steps are based on

the strategic and
operational objectives
outline during Service
Strategy and Design.

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
you will
improvemen
measure
t
7 3
Implement
improvemen Gather
Involves identifying thethestrategy for
t data
improvement. Where the focus on
improvement should be.
6
Present and
use the
information
5 4
Analyze the Process the
information data
and data
Knowledge Information

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
you will
improvemen
measure
t
7
This step consists on defining 3
Implement
what you should measure, and
improvemen Gather the
definingt what you can actually data
measure.
Resources required to meet the
objectives.
6
Present and
use the
information
5 4
information data
and data

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
you will
improvemen
measure
t
7 3
Implement
improvemen
After definingwhat you will measure, you gather Gather the
t data
the data required.
The data can be gathered with different tools,
even manual processes.
6
Present and
use the
information
5 4
information data
and data

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
you will
improvemen
measure
t
It is essential
7 that you process the raw
data into the required format. The 3
Implement
processed
improvemen data helps you present the Gather the
t
information in an easy-to-understand data
format.
6
Present and
use the
information
5 4
information data
and data

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
improvemen
After you
processing
will the data into
measure information you can
meaningful
t
7 answer several questions:
3
Implement • Is the organization on track to meet
improvemen Gather the
t
business objectives?
data
• Are there any apparent business
trends?
• Is there scope for improvement in
6 the existing performance?
Present and • What will be the cost of
use the
information
implementing corrective action?
5 4
information data
and data

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
you will
improvemen
measure
t
7 3
Implement
improvemen The information presented shouldGather
notethethe
t gap between the current and the expected
data
performance highlighting the benefits of
implementing improvements.
6 This information helps stakeholders make
Present and
strategic and operational decisions.
use the
information
5 4
information data
and data

Goal &
s
Wisdom Data
1 2
Identify the
Define what
strategy for
you will
improvemen
The
t last
step involves
measureimplementing
7 corrective actions identified during data
analysis, this actions should be
3
Implement
improvemen communicated to the organization. Gather the
t data
6
Present and
use the
information
5 4
information data
and data

Goal &
s

Contact
Arely Nahle
arely.nahle@softtek.com
Lorena García
lorena.garcia@softtek.com

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Service Life Service

› Important: NO certification during the course.

› ITIL contains the best practices of IT Service Management

› Benefits of implementing ITIL:

• UK government • The UK government

1980’s 1986 Late 80’s

ITIL is successful because:

› It contains a framework that is applicable to any organization.

› General purpose: Reduce time and money.

• Method of providing value to customers by

• Set of specialized organizational capabilities that

• Internal or external, all interested in the

It’s a set of coordinated activities.

Characteristics: measurable, specific Groups, teams, department or division.

Financial Release Mgmt.

Capacity Change Mgmt.

Role is a set of responsibilities, activities and authorities granted to a person

Service Management Roles

Responsible of process Responsible of all service

› Illustrate the participation of the ITIL roles in

Service Life Cycle

• Functionality offered by a service to satisfy a

• Derived from the positive effect being

• Organization’s ability to coordinate, control,

Resources • Direct inputs for production

• Ensuring that Policies and Strategy are

IT Service Strategy Management

Service Portfolio Management

IT Service Financial Management

Business Relationship Management

Architecture • The structure of a System or IT Service

• Documents agreed with the customers that

• Underpinning agreements necessary to deliver

• A legally binding Agreement between two or

IT Service Continuity Management (ITSCM)

Service Catalogue Management (SCM)

Service Level Management (SLM)

Information Security Management (ISM)

• The addition, modification or removal of

Change Request • Formal document with the specifications

Configuration Item • Any Component that needs to be

Service Asset and Configuration Management

Release and Deployment Management

Project Management (Transition Planning and Support)

Service Validation and Testing

Event • A change of state

• A warning that a threshold has been reached, a

Incident • An unplanned interruption to an IT Service

Impact • A measure of the effect of an Incident

• A measure of the effect of an Incident has an

Priority • Relative importance of an Incident

Workaround • Reducing or eliminating the Impact of an Incident

Problem • A cause of one or more Incidents

• A Document containing the results or

Baseline • A Benchmark used as a reference point

• Something that is measured and

ROI • Return of Investment.

7 Steps 1. Identify Strategy