ITIL Foundation Day 1

Course overview

Services
Processes
Service Management
ITIL – Overview

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Services

Products = Goods and Services

What is the fundamental difference between Goods and Services? Which

one is the harder product to provide?

Service - A means of delivering value to customers by facilitating outcomes

customers want to achieve without the ownership of specific costs and
risks.

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Group work: Desired outcomes vs. Risks

Discuss and describe the desired outcomes and “outsourced

risks” of the real-life services assigned to you.

Present your results to the rest of us.

Having a car washed

Dining at a Using a Staying at a
at a
Restaurant Taxi Hotel
Car wash

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How can we provide a service?

 What happens when you contact a service provider and make a request?
Think about a restaurant, or ordering a mobile service.

 How does the provisioning of service look from your perspective?

 What is happening inside the provider’s company?

 Could you guess what is/are “Moment(s) of truth”?

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Service management

Service Management is a set of specialized organizational capabilities for

providing value to customers in the form of services.
These capabilities include:
processes
functions
roles
for managing services over their lifecycle.

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Process

 A process is interlinked series of activities which convert inputs into outputs, thus producing added value
for the customer.

Supplier Input PROCESS Output Customer

Activity 1 Activity 2 … Activity N-1 Activity N

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Before ITIL

1980s:
• Computers are here to stay
• Fragmented market, many vendors, very few standards
• UK Government concerned about the wild, unregulated,
unstandardized approach of these vendors.

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ITIL – “IT Infrastructure Library”
 ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best
practice, drawn from the public and private sectors internationally.

 The key ITIL characteristics that contribute to its success include:

1. it is vendor-neutral
2. It is non–prescriptive
3. It is best practice

 Best practice – proven activities or processes that have been successfully used by multiple organizations.

 Currently:
 Version ITIL 2007 (formerly known as ITIL v3)
 5 books
 Multi-tiered system of trainings and certifications

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History of ITIL
 1980s, UK: Central Computer and Telecommunications Agency developed a set of recommendations for IT:
 ITIL v1: A collection of 30+ books (published 1989 – 1996) covering best practices in IT service management.
 2000/2001: Consolidation of ITIL into 9 logical sets  ITIL v2
 2007: Further consolidation into 5 books  “version 3”.
 2011: Currently valid revision, following complete withdrawal of ITIL v2.
Known as “ITIL 2007 edition”.

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Summary of Process, Service and ITIL connections

Provide/Deliver

Request/Order Services
Customer

ITIL Processes
Best practices

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ITIL 2007 edition

 Service Strategy

 Service Design

 Service Operation

 Service Transition

 Continual Service Improvement

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Services
Service - A means of delivering value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks.
IT Service
• Provided by an IT service provider
• Made up of a combination of
• information technology
• people
• processes
A customer-facing IT service
• directly supports the business process of one or more customers
Supporting service
• not directly used by the business
• required to deliver customer–facing service

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Core, enhancing and enabling features

M • Must – core features

S • Should – enabling features

C • Could – enhancing features

W • Won’t have – blocked features

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Group work: MOSCOW hierarchy for your service

Discuss and describe

• Core and
• Enabling
• (as well as “won’t have”)
features of your assigned service.

Present your results to the rest of us.

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Roles – for Services
• Service owner
• accountable for delivery of a specific IT service
• ensure that the ongoing service delivery and support meet agreed customer requirements
• Service manager
• a manager who is responsible for managing the end–to–end Lifecycle of one or more IT services
• Customer
• those people who buy goods or services
• User
• those people who use services on a day to day basis

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Roles – for Processes

• Process owner – accountable for ensuring that a process is fit for

purpose

• Process manager – accountable for operational management of a

process

• Process Practitioner – responsible for carrying out one or more

process activities

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Service management

Capabilities are expressed by :

• Processes
• Functions – a team or group of people and the tools or other resources they use to
carry out one or more processes or activities

• The act of transforming resources into valuable services is at the core of Service
Management.

• IT Service Management is performed by IT service provider through an appropriate

mix of people, process and information technology.

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ITIL 2007 edition

 Service Strategy

 Service Design

 Service Operation

 Service Transition

 Continual Service Improvement

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Service Lifecycle – “From cradle to grave” (1/2)
Service Strategy
• To decide on a strategy to serve customers.
• To determine which services the IT organization is to offer and
what capabilities need to be developed.

Service Design
• To design new IT services
• To change and improve existing services

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Service Lifecycle – “From cradle to grave” (2/2)
Service Transition
• To build and deploy IT services
• To ensure coordination during the buildup, deployment and
changes of services

Service Operation
• To ensure effective and efficient delivery (= daily operation) of
service.

Continual Service Improvement

• To effectively learn from past successes and failures.
• To continually improve the effectiveness and efficiency of IT
processes and services – in line with the Continual
Improvement concept adopted
in ISO 20000

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Service Strategy (1/2)

Aim: clarification and prioritization of service-provider investments in services.

Service Strategy helps IT organizations improve and develop over the long term.
Relies largely upon a market-driven approach.
Consists of:
• service value definition (what will we provide to customers?)
• business-case development (how do we make money?)
• service assets (terminology, components of the services)
• market analysis (competitors? gap on the market? potential?)
• service provider types (what to do internally, what to outsource, where to partner?)

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 Service Strategy (2/2)

Processes in SS:
 IT service management
Transforming resources into valuable services.
 Service portfolio management
Overall management of investments, projects and activities, allowing objective measurement and evaluation
of possible scenarios.
 Financial management for IT services
How to obtain the IT infrastructure at the most effective price?

 Demand management
Driving demand, forecasting demand for our products

 Business relationship management

Understanding, defining and supporting relationships with vendors and partners which are necessary for
provisioning of our services.

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Service Design
 Good-practices for the design of IT services, processes and other aspects of Service Management.
 Encompasses the design of the entire delivery chain, not just the technology!

Our Company
Service 1

Service 4
New
Service Service 2
?
How will the new
service
interact with / affect
Service 3 existing services?

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Service Design – “Checklist”

Service Design must answer these questions for each new service:

Interaction with business AND technical environments

Which SM systems will be required to support the service
Interaction of existing processes with the service (and its technology and architecture)
The entire supply chain needed for the service

The entire design of a single service is collected into one Service Design Package (SDP).

SDPs are managed in Service Catalogues

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Service Design
Processes in Service Design

 Design coordination (Introduced in ITIL 2011 Edition)

 Service Catalogue management (storage/shopping catalogue of designed services)
 Service level management (what do we promise to our customers)
 Availability management
 Capacity Management (do we have spare capacity, do we need to increase it?)
 IT service continuity management
 Information security management system
 Supplier management

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Service Transition 1/3

The objectives:
• To build and deploy IT services.

• Development and improvement of capabilities for new/changed services into operations.

• Provide guidance on how the requirements of SS (encoded in SD) should be effectively

realized in SO while controlling the risks of failure and disruption.

• Plan and manage cost, quality and time.

• Reduce known errors and risks during transition.

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Service transition 2/3

Core processes in ST:

• CHM - Change management
• KM - Knowledge management
• SACM - Service Asset and Configuration
Management
• Service Validation and Testing
• Change Evaluation
• Transition Planning and Support

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Process map in Service Transition 3/3

Other processes:

• Release and
deployment
Management

• Application
Development

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Continual Service Improvement

Objectives:
• Using methods from Quality Management, learn from past successes and failures.
• Continually improve the effectiveness and efficiency of IT processes and services
(as per ISO 20000).

Sub-processes:
• Service Review
• Process Evaluation
• Definition of CSI Initiatives
• Monitoring of CSI Initiatives

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CSI - How it works

1. A Service Owner regularly checks if the service is Fit-for-Purpose, and looks for more economical ways
of providing the service.
2. This usually triggers the need to improve the processes; alternatively, a process issue is recognized
independently by Process Owner.
3. Improvement Initiatives are defined...
4. ... and then their progress is monitored.
5. After each Initiative, both the process
and the service must be re-evaluated
to see if the improvement works.

Each CSI Initiative needs SMART goals and

is executed as a project (any methodology).

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Service operation 1/3

The objectives:

• Ensure that IT services are delivered effectively and efficiently.

• Fulfilling user requests.

• Resolving service failures.

• Fixing problems.

• Carrying out routine operational tasks.

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Service operation 2/3
Processes in Service operation:
• EVM - Event Management
• INM - Incident Management
• Request Fulfillment
• Access Management
• PRM - Problem Management
• IT Operations Control
• Facilities Management
• Application Management
• Technical Management
handling of events
restoration of service after disruption
handling of user requests (e.g. PWD reset)
managing access to systems and services
finding root-causes and suggesting solution
managing the work environment (e.g. offices)
~ managing applications
~ managing hardware/networks/OS/DBs
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Service operation 3/3

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