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EXIN Basic Training Material ITIL
EXIN Basic Training Material ITIL
• The order in which the subjects are presented here, follow the order of the
exam requirements, which is not necessarily the order in a good training
course. You can change the order while turning this material into your own
training.
• When using this basic material your organization will still need to go through
the normal accreditation procedure at EXIN.
Welcome to the Basic Training Material (2)
To complete your training the following must be added:
For trainers:
• A description of how the event is intended to be run
• An hour to hour schedule
• Teaching guidelines
• Additional notes to the presentation
• Solutions/marking guidelines for exercises, assignments, and sample exams
• How a trainer can be reached in case of questions (for e-learning)
• The expected response time in case of questions (for e-learning)
About EXIN
EXIN: 30 years of experience in certifying the competences of ICT
professionals
EXIN is the global independent certification institute for ICT-professionals. With
30 years of experience in certifying the competences of over 2 million ICT-
professionals, EXIN is the leading and trusted authority in the ICT-market. With
over 1000 accredited partners EXIN facilitates exams and e-competence
assessments in more than 165 countries and 20 languages. EXIN is co-initiator of
the e-Competence Framework, which was set up to provide unambiguous ICT
certification measurement principles within Europe and beyond. For further
information, please visit www.exin.com
Trade Marks
EXIN® is a Registered Trade Mark of EXIN. is a Registered Trade Mark of EXIN.
ITIL®, PRINCE2®, MSP®, M_O_R®, MoP®, MoV® and P3O® are Registered Trade Marks of AXELOS
Limited.
• All material created by ATOs/ACOs/Affiliates should accurately reflect the copyright position by displaying an
appropriate copyright statement, for example:
© 2013 copyright of Joe Bloggs & Associates unless otherwise stated.
Copyright statements can be used as the master template footer and/or header provided there is clear and correct
differentiation between ATO/ACO material and AXELOS material.
• Any text taken directly from an AXELOS publication or other AXELOS source must be differentiated from ATO text.This
can be done in a number of ways and will depend largely on what suits each individual document or product.The
method used must be identified within the document/course material and be clear to the reader.
Some examples of how this can be done are illustrated on the next slide. These are from the official IP
guidelines, annex 3.
The exact guidelines can be found in the document AXELOS Accredited IP Guidelines V1, to be found on EXIN
Partnernet
Diagrams and Tables
Any diagram or table taken directly from an AXELOS publication or other AXELOS source must always include
the following acknowledgement statement at the foot of the diagram/table:
“Copyright © AXELOS Limited 20?? Reproduced under licence from AXELOS”
Please replace the “20??” with the year of publication of the document from which the diagram/table is taken, for
example:
All diagrams in this slideset
are from Axelos (the core
literature). These are also
available as separate
slidesets on the EXIN
partnernet.
a) A small comment can be added after an insertion of AXELOS text.
E.g. This is the first process in PRINCE2. It is a pre-project process, designed to ensure that the prerequisites for initiating a project are
in place. The process expects the existence of a Project Mandate that defines in high-level terms the reason for the project and what
product is required.
(Source Managing Successful Projects with PRINCE2®2009 Edition)
b) A symbol, different colour/font and/or italics can be used to distinguish AXELOS text.
E.g. *This is the first process in PRINCE2.Itisapre-projectprocess, designed to ensure that the prerequisites for initiating a project are in place. The
process expects the existence of a Project Mandate that defines in high-level terms the reason for the project and what product is required.
(*Font denotes source Managing Successful Projects with PRINCE2®2009 Edition)
(Text encapsulated within a box denotes source Managing Successful Projects with PRINCE2® 2009 Edition
ITILFND01
Service Management as a practice
Standards Employees
Substitutes Competition
Customers Commitments
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
(SS book fig. 2.3)
Why is ITIL® successful?
Vendor-neutral
Non-prescriptive
Practice
• Manage knowledge
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
(SS book fig. 2.1)
Internal customers
• Internal customers are people or departments who
work in the same organization as the service provider
External customers
• External customers are people who are not employed
by the organization, or organizations that are separate
legal entities, that purchase services from the service
provider in terms of a legally binding contract or
agreement
Services
Differentiate between Services that support an internal activity, and Services that
achieve business outcomes.
IT Service Management
IT service provider
Process policy
Process owner Process objectives
Triggers Process
Process feedback
documentation
Process
Process metrics
Process activities Process roles
Process work
Including process
instructions
Reports and reviews
Process enables
Process
Process resources
capabilities
(SS book fig. 2.5) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
ITILFND02
The ITIL service lifecycle
Continual
service
improvement Service
transition
Service
strategy
Service Service
design Operation
(SS book fig. 1.1) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
SERVICE STRATEGY
• Ability to link activities performed by the service provider to outcomes that are
critical to customers
• Understanding of what types and levels of service will make its customers
successful
• Identify, define and align the IT solution with the business requirement
• Provide mechanisms for building, testing and deploying services and releases
• Service retirement
• Coordinate and run activities and processes required to deliver and manage
services at agreed levels to business users and customers
• Provide operational results and data that can be used by other ITIL processes
to improve services continually
• Identify and implement activities to improve IT Service quality and Improve cost
effectiveness
• Ensure applicable quality management methods are used to support CSI activities
• Understand what to measure, why and what the successful outcome should be
CONTINUAL SERVICE IMPROVEMENT
• Continual alignment of the service portfolio with the current and future
business needs
• Reduction in costs and/or the capability to handle more work at the same cost
Performance supported?
T/F
OR
Constraints removed? Fit for
purpose?
(SS book fig. 2.2) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Capabilities Resources
Organization Infrastructure
Processes Applications
Knowledge Information
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Service Retired
Service catalogue
pipeline services
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Links to related
information
Links to related
information
(SD book fig. 4.5) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
SERVICE STRATEGY
Service Portfolio Management
Governance
• Ensures that policies and strategy are actually implemented, and that required
processes are correctly followed
Lower costs
Tangible measure:
Service delivery costs
Target:
Lower service delivery costs by 30%
Market image
Tangible measure:
Customer quality surveys
Target:
Improved industry ranking to 1st from 3rd
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Risk Management
• Identify the risks
• Name the risk
• What are the threats
• Document the risk with its possible consequences
• A Third Party responsible for supplying goods or Services that are required to
deliver IT services
• Examples of suppliers
• Commodity hardware and software vendors
• Network and telecom providers
• Outsourcing Organizations
SERVICE DESIGN
Service Level Management
IT systems
Suppliers
(book fig. 4.8) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Service knowledge Support for decisions
management system
Configuration management
database
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
(book fig. 4.8) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Customer Service Service
options portfolio
Banking
Contract
core service
Serviced by
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Presentation layer
Information
integration
layer Integrated CMDB
Data layer
Release records
CMDB with
configuration records
Records in CMS or other
parts of the SKMS
CMDB with
configuration records
(book fig. 4.9) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
CMS
DML
CMDB
Information
about the CIs
Physical CIs
Release
record
Electronic CIs
(book fig. 4.10) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
SERVICE TRANSITION
Change Management
• Definition of a Change
• Addition, modification or removal of anything that could have an effect on IT
services
SERVICE TRANSITION
Change Management
Change types
• Standard Change
• A pre-authorized change that is low risk, relatively common and follows a
procedure or work instruction
• Emergency Change
• A change that must be implemented as soon as possible, for example to
resolve a major incident or implement a security patch
• Normal Change
• Any service change that is not a standard change or an emergency change
SERVICE OPERATION
Event Management
Event
• An event can be defined as any change of state that has significance for the
management of a configuration item (CI) or IT service
• The purpose of the alert is to ensure that the person with the skills
appropriate to deal with the event is notified
• The alert will contain all the information necessary for that person to
determine the appropriate action
• Including reference to any documentation required
SERVICE OPERATION
Incident Management
• Timescales
• Timescales agreed for all incident-handling stages
• Depending upon the priority level of the incident and Incident response
and resolution targets within SLAs
SERVICE OPERATION
Incident Management
Incident prioritization
Priority is a ranking order:
Service Request
• Generic description for many varying types of demands that are placed
upon the IT organization by the users:
• Small changes with low risk, frequently occurring, low cost, etc.
• A request to change a password
• A request to install an additional software application
• A request to relocate some items of desktop equipment
• A question requesting information
SERVICE OPERATION
Problem Management
Definitions
• Problem
• Unknown, underlying cause of one or more incidents
• Proactive analyzed trends in incident records or trends reported by
tools
• Workaround
• Temporary way (solution ) of overcoming the difficulties
• Sometimes with a degraded level of service
• Work on a permanent resolution continues
SERVICE OPERATION
Problem Management
Known Error
• Underlying cause is found after successful diagnosis
• Possibly a workaround has been found
• Known Error Record in the Known Error Database
Types of IT service
Type of service Definition Description
Supporting service A service that is not directly used Supporting services are defined to
by the business, but is required by allow IT teams to identify the
the IT service provider so they can interdependencies between IT
provide other IT services components
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
• Includes
• High-level description of the new, changed or retired service, including
business outcomes to be supported, and utility and warranty to be
provided
• Full business case including risks, issues and alternatives, as well as
budget and financial expectations
• Outline schedule for change design and implementation
CONTINUAL SERVICE IMPROVEMENT
CSI Register
• Ensure all initiatives are captured and recorded, and benefits realized
(SS book fig. 2.1) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Example A: Example B:
Greeting card Consulting
company company
110 550
100 500
90 450
(in millions)
60 300
50 250
40 200
30 150
20 100
10 50
J F M A M J J A S O N D M T W T F
Time (months) Time (days)
Example C:
Newspaper Each chart shows patterns of business activity (PBA). Each
activity relies on IT services and each places a demand on
100
the IT service provider’s assets.
90
Example A – annual PBA: Greeting cards need to be
80 designed, manufactured and distributed for each major
holiday. The fluctuation in sales will result in a fluctuation in
70 demand for IT services.
Number of cards sold
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
CUSTOMERS, USERS, SUPPLIERS
Customers
• Those who buy goods or services
• Person or group who defines and agrees the service level targets
Users
• Those who use the service on a day-to-day basis
Suppliers
• Third parties responsible for supplying goods or services that are required to
deliver IT services
Continual quality control and consolidation
ACT PLAN
Business
Maturity level
IT
alignment
CHECK DO
Effective quality
improvement
Consolidation of the level reached
i.e. baseline
Timescale
(SS book fig. 2.8) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
ITILFND04
Key principles and models
Business
outcomes
Value
Preferences Perceptions
Losses from
_ utilizing the
service
Net
difference
Gains from
utilizing the +
service
Products/
Processes technology
Partners/
suppliers
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
(SD book fig. 3.3)
SERVICE DESIGN
• Design of:
• Service solutions for new or changed Services
• Management information systems and tools
• Service Portfolio including Service Catalogue
• Technology architectures and Management architectures
• Processes required
• Measurement methods and Metrics
Business vision,
What is the vision? mission, goals and
objectives
Baseline
Where are we now? assessments
Measurements and
Did we get there?
metrics
(CSI book fig. 3.1) Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Vision
Mission
Goals
Objectives
CSF
KPI
Metrics
Measurements
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
(CSI book fig. 5.7)
Continual Service Improvement
Critical success factors and key performance indicators
• Each organization should identify appropriate CSFs based on its objectives for
the process
Process metrics
• Process CSFs, KPIs and activity metrics
• Quality, performance, value and compliance KPIs
Service metrics
• End-to-end service performance
• Component metrics used to compute service metrics
ITILFND05
Processes
Service portfolio
Service Retired
Service catalogue
pipeline services
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Lower costs
Tangible measure:
Service delivery costs
Target:
Lower service delivery costs by 30%
Market image
Tangible measure:
Customer quality surveys
Target:
Improved industry ranking to 1st from 3rd
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Purpose of BRM
• Establish and maintain a business relationship between the
service provider and the customer
• Understand the customer and its business needs
• Identify customer needs and ensure that the service provider is
able to meet these needs
Service Strategy
Business Relationship Management
Objectives of BRM
• Ensure that the service provider understands the customer’s perspective
of service
• Ensure high levels of customer satisfaction
• Establish and maintain a constructive relationship between the service
provider and the customer
• Understand the customer and their business drivers
• Identify changes to the customer environment that could potentially
impact services
…
Service Strategy
Business Relationship Management
Objectives of BRM
• Identify technology trends that could potentially impact services
• Establish and articulate business requirements
• Ensure that the service provider is meeting the business needs of the
customer
• Work with customers to ensure that services and service levels are
able to deliver value
• Mediate in cases of conflicting requirements
• Establish formal complaints and escalation processes
Service Strategy
Business Relationship Management
Scope of BRM
• For internal service providers executed between a
senior representative from IT and senior managers
(customers) from the business units
• In external service providers often executed by a
separate and dedicated function of BRMs or account
managers – each one dedicated to a customer, or group
of customers
Service-specific level SLA
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SAC SAC
SAC SAC SAC SAC SAC
Strategy
Design Improvement
Transition
Pilot Live
SLM SLR SLR SLR SLR SLR SLR
SLA SLA
Change management
RFC Authorized for Authorized for Authorized for Authorized for Authorized for Authorized for Review and
released design development build and test deployment SLA pilot acceptance close
Release and deployment management
Plan and prepare Build and test Deploy and verify release Review and
release release (incl. early life support) close
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
• Excluded:
• Capturing, maintenance and use of service asset and
configuration data (SA & Configuration
Management)
• Capturing, maintenance and fulfilment of service
requests (Request Fulfilment)
Business
Customers Customers Customers
IT systems
Suppliers
Legal
Supplier 6
Supplier 5
Supplier 4
Supplier 3
Supplier 2
Supplier 1 Sub-contracted
supplier 2
Sub-contracted
supplier 1
Operational
Medium Tactical
suppliers
Commodity Operational
Low suppliers
suppliers
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Storage of capacity
management data
Service capacity
management
activities
Iterative
Tactical
Demand
management
Modelling
Application
sizing
Component capacity
management Operational
Capacity
management
sub-processes Production of the capacity plan
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
High
Impact
Balanced
continuity
approach
Medium
Focus on recovery
Low
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Risk
assessment
Risks
Countermeasures
Risk
management
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Manage the
Strategic Manage the
Manage IT services supplier’s
change business
business
Service
change
Manage
Operational business Service External
change operations operations operations
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Record RFC
Change
Change management
proposal Requested
(optional)
Review RFC
Change
management
Ready for evaluation
Activities assigned to the
role ‘change management’ Assess and
may be carried out by a evaluate change
change practitioner, a Change
change authority or the management
Ready for decision Work flows
change management process
owner, depending on Rejected Authorize change
Deployment
Deployment
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Wisdom
Why?
Knowledge
How?
Information
Who, what,
When, where?
Data
Understanding
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Configuration management
database
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Purpose of SA&CM
• Ensure that the assets required to deliver services are
properly controlled
• Ensure that accurate and reliable information about
those assets is available when and where it is needed
• This includes details of how the assets have been
configured and the relationships between assets
Service Transition
Service Asset & Configuration Management
Objectives of SA&CM
• Assets under the control of the IT organization are
identified and controlled
• Identify, control, record, report, audit and verify services
and other configuration items (CIs), including versions,
baselines, constituent components, their attributes and
relationships
• Account for, manage and protect the integrity of CIs
and configurations
Service Transition
Service Asset & Configuration Management
Scope of SA&CM
• Service assets that need to be managed in order to
deliver services are known as configuration items (CIs)
• Every CI is a service asset, but many service assets
are not CIs (Capabilities)
• The scope of SACM includes management of the
complete lifecycle of every CI
• The scope includes interfaces to internal and external
service providers
Service Transition
Transition Planning and Support
Incident
identification
To request fulfilment
(if this is a service
request) or service
Is this really portfolio management
No
an incident? (if this is a change
proposal)
Yes
Incident logging
Incident
categorization
Incident
prioritization
Major incident
Yes Major incident
procedure
No
Initial diagnosis
No
No
No
Resolution
identified?
Yes
Resolution and
recovery
Incident closure
SO slide 22 (book fig 4.3) End Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Location Application
impacted impacted
Service Database
impacted impacted
OR Server
System
impacted impacted
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
Routine Yes
Update incident record incident?
with classification data
No
Return to
initial diagnosis
Copyright © AXELOS Limited 2013. All rights reserved. Material is reproduced under licence from AXELOS
SO slide 24 (book fig 4.5)
Proactive
Service Event Incident
Problem Email
desk management management
management
Problem
detection
Problem
logging
Problem
categorization
Problem
prioritization
Problem
CMS investigation
and diagnosis
No
No
Problem
resolution
No Resolved?
Yes
• Lessons learned
Problem • Review results
closure
Service
knowledge
management
system
No Continual
Service
PLAN
7. Implement improvement 3. Gather the data
• Who? How? When?
• Criteria to evaluateintegrity
of data
• Operational goals
• Service measurement
ACT DO
CHECK
Knowledge Information
PLAN
Step 7 Step 3
ACT DO
Step 4
CHECK
Step 6 Step 5
Step 1 Step 2
PLAN
Step 7 Step 3
ACT DO
Step 4
CHECK
Step 6 Step 5
Tacticle management
Step 1 Step 2
PLAN
Step 7 Step 3
ACT DO
Step 4
CHECK
Step 6 Step 5
Strategic management
Customer Site
Service Desk
Service desk
Paris Rio de
service desk Janeiro
service desk
Virtual
Service desk
Beijing Sydney
service desk service desk
Service
Knowledge
Management
system
London
service desk
Nature of activities One-time set of activities to design and Ongoing set of activities to oversee and
construct application solutions. manage applications throughout their
entire lifecycle
Scope of activities Performed mostly for applications Performed for all applications,
developed in house. purchased from third parties or
developed in house
Primary focus Utility focus. Utility and Warranty focus
Building functionality for their customer. What the functionality is as well as how
What the application does is more to deliver it
important than how it is operated. Manageability aspects of the
application, stability and performance of
the application.
(Table 6.2 Application Development versus Application Management, Copyright © AXELOS Limited 2013. All rights reserved
ITIL® Service Operation, 2011 Edition, Page 187) Material is reproduced under licence from AXELOS
Service Operation
Application Management
Management mode Most development work is done in Most work is done as part of repeatable,
projects where the focus is on delivering ongoing processes.
specific units of work to specification, on A relatively small number of people
time and within budget. work in projects.
Difficult for developers to understand and Difficult for operational staff to get
build for ongoing operations (not involved in development projects (takes
available for support of the application them away from their ongoing
once they have moved on to the next operational responsibilities).
project).
Measurement Staff are typically rewarded for creativity Staff are typically rewarded for
and for completing one project so that consistency and for preventing
they can move on to the next project. unexpected events and unauthorized
functionality.
(Table 6.2 Application Development versus Application Management, Copyright © AXELOS Limited 2013. All rights reserved
ITIL® Service Operation, 2011 Edition, Page 187) Material is reproduced under licence from AXELOS
Service Operation
Application Management
Cost Development projects are relatively easy Ongoing management costs are often
to quantify because the resources are mixed in with the costs of other IT
known and it is easy to link their services because resources are often
expenses to a specific application or IT shared across multiple IT services and
service. applications.
Lifecycles Development staff focus on software Staff involved in ongoing management
development lifecycles, which highlight typically only control one or two stages
the dependencies for successful of these lifecycles – operation and
operation, but do not assign improvement.
accountability for these.
(Table 6.2 Application Development versus Application Management, Copyright © AXELOS Limited 2013. All rights reserved
ITIL® Service Operation, 2011 Edition, Page 187) Material is reproduced under licence from AXELOS
Service Operation
IT Operation Management
RACI Model
• When designing a service or a process, all the roles should be clearly defined
• RACI model is beneficial when decisions have to be made
• Responsible
• Person or people responsible for getting the job done
• Accountable
• only one person can be accountable for each task
• Consulted
• people who are consulted and whose opinions are sought
• Informed
• people who are kept up-to-date on progress
ITILFND08
Technology and architecture
Level of degradation
in service quality
Unacceptable
High
Low
Amount of variation
in service process
Wisdom
Why?
Knowledge
How?
Information
Who, what,
When, where?
Data
Understanding