ITIL Foundation Notes - Library

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MODULE 1: WHAT IS ITIL?

The process of planning, implementing and auditing IT processes for quality

It is vendor neutral, non prescriptive and provides best practices

ITIL 5 Books

Service Strategy (SS)

Service Design (SD)

Service Transition (ST)

Service Operation (SO)

Continual Service Improvement (CSI)

Key Concepts

Processes - process maps

Functions - people who provide the service

Key Performance Indicators (KPI) - performance, progress, problems and service improvement

What can ITIL do for me?

Delivers value to customers through service

Integrates service strategy with business strategy and needs

Manage risks

Understand gathering of information relating to service (single point of failure control)

Standard approach

Reduce costs

Improvement or interactions with customers

MODULE 2: LIFECYCLE STAGES

Service Strategy: value creation, business case, policies, guidelines and processes

Service Design: 5 aspects of SD, RACI model, 4 P's

Service Transition: processes, SKMS, Communication Management Strategy, bridges gap from design to operation

Service Operation: communications, processes and functions, day to day activities

Continuous Service Improvement: CSI model, metrics

Service Strategy (SS)

OBJECTIVES:

Understand strategy

How customers will use the service

Define customers perceived expectations

PROCESSES:

Service Portfolio Management

Demand Management

Financia Management

Business Relationship Management

CONCEPTS:

Value

Service Catalogue

Service Portfolio

Risk Management

Service Design (SD)

OBJECTIVES:

Quality design

Minimise number of improvements needed

PROCESSES:

Design co-ordination

Service Level Management

Supplier Management

Information Security Management

CONCEPTS:

4 P's of Service Design

RACI Model

Service Transition (ST)

OBJECTIVES:

Ensures services can be managed efficiently

Set expectations

Share information on services and assets

PROCESSES:

Knowledge Management

Change Management

Transition Planning and Support

CONCEPTS:

Detailed knowledge management through use of Service Knowledge Management System (SKMS)

Service Operation (SO)

OBJECTIVES:

Manage impact of service events

Use of services and activities

PROCESSES:

Access Management

Incident Management

Problem Management

Request Fulfilment

CONCEPTS:

Communications

Training

Desktop support

IT Operations

Data Centre/Facilities Management

Continuous Service Improvement

OBJECTIVES:

Review all lifecycle phases for potential improvements

Look for cost improvements

Review and analyse SLA

PROCESSES:

7 step improvement process

CONCEPTS:

CSI Register

Deming Model - Plan Do Check Act (PDCA)

RACE Model

Deming Model - PDCA

PLAN Establish objectives

DO Implement Plan

CHECK Study results and compare against objectives

ACT Take corrective actions

Complimentary Guidance

ISO

CMMI

Project Management Institute

Certified Scrum Alliance

MODULE 3: SERVICE MANAGEMENT

Service Types:

Core

Enabling

Internal

External

Enhancing

Example: Sky TV Service

Core - customer watches a sky programme

Enabling - sky box, cables, modems

Internal - organisation processes

External - suppliers/third parties

Enhancing - sky + service

Service Tiers

Tier 1 - 1st line engagement

Tier 2 - 2nd line escalation point

Tier 3 - SME/Expert

Managing Delivery of Services

RACI Model

Processes and Functions

Service Automation

Risk Management

Impact, urgency and prioritisation

Service Portfolio

" A service is a means of delivery value to customers by providing results your client wants to gain without owning cost/risk"

Value Provided

UTILITY: fit for purpose

WARRANTY: fit for use

Results Provided

enhancing performance and tasks

Reduce effect of constraints

UTILITY

Fit for purpose

What the client is going to get or a service that meets client need

WARRANTY

Fit for use

Ensures services you are providing are available as needed with continuity and security

SLA definitions

Business Continuity Planning

Disaster Recovery Planning

Service Classification

CORE:

Basic fundamental service

What customer wants and is willing to pay for

ENABLING:

Needed to be able to deliver core service

Allows customer to receive core services

ENHANCING:

Added to core service to entice customer

Not essential to deliver/recover service

'Wow' factor to increase of service

IT Services

Provided to one or more clients

Delivered by IT service providers

Defined by Service Level Agreement (SLA)

Combination of People, Processes, Products and Partners

Types of Services

Help Desk

Remote

Desktop

Server

Mobile

Software

End Point

Cloud

Managed Services

Hardware

4 P of IT Service Management

PEOPLE

Staff qualified to deliver

Enough staff to deliver service

Staff is fit for purpose

PROCESS

Each process has an owner, practitioner and manager

What the organisation does internally

PRODUCTS

How goes are met

Support tools

Communication tools

Methods and technologies used

PARTNERS

Suppliers who will help deliver the service

MODULE 4: KEY PRINCIPLES, MODELS & CONCEPTS

Key Roles

Process Owner (PO)

Process Manager (PM)

Process Practitioner (PP)

Service Owner (SO)

Responsible Accountable Consulted Informed (RACI) Model

Responsible - Person/group responsible for getting the job done

Accountable - Single person e.g. Process Manager or Executive

Consulted - People who give feedback on process

Informed - Stakeholders, update on progress

RACI Matrix

Used to assign roles/people for each part of the process

Useful in defining roles with service delivery

Risk Management

"Forecasting and evaluation of financial risks with identification of procedures to avoid or minimise impact"

Risk Management Stages

IDENTIFYING

What is the risk?

What will it look like/impact?

ANALYSING

What is the likelihood/probability?

MANAGING

Develop risk management plan

How will risk be mitigated

Countermeasures to be implemented

Knowledge Management (KM)

Data to Information for Knowledge to Wisdom (DIKW)

Helps define framework for knowledge management

DATA - captured in a database is accurate and integrity maintained

INFORMATION - stored in emails or documents

KNOWLEDGE - is gathered for real experiences

WISDOM - takes knowledge and concepts into consideration

Service Knowledge Management Systems (SKMS)

Gathers all information needed to maintain operations at a high level

Configuration Management System (CMS)

Set of tools for collection and management of data

Configuration items and relationships

CMDB (configuration management database)

Known Errors Database (KEB)

Essential for help desks

Known errors and resolution should be recorded

Referred to in the future

Definitive Media Library (DML)

Collection of software to be stored and protected

All software ready to be deployed

Master copies of software (gold disk)

Service Portfolio

Container for all services offered

Can be kept internal

May be development stage, in review or live

List of present services

New service development

Ongoing improvements (CSI)

3rd parties integral in the provision of services

SERVICE PIPELINE: creation/development

SERVICE CATALOGUE: live/operational

RETIRED SERVICE: decommissioned services

Prioritisation

PRIORITY = IMPACT + URGENCY

IMPACT:

How many users are affected

How many applications are affected

What time did the issue occur

Impact to service

URGENCY:

How quickly do you need resolution

Process

"A process can be defined as activities that are structured and designed to achieve a specific goal"

Process defines tools and procedures

Provides guidelines and policies to deliver a service

Process has:

an owner

a set of procedures

a policy

objectives

Roles

PROCESS OWNER

Only 1

Defines mission of process, KPI and goals

Monitors progress and performance

Ensure improvement plans are synced with other process owners

Keep documentation up to date and available

Implements changes and improvements

PROCESS MANAGER

Can have multiple

Focused on operations and day to day activities

Can only delegate down

Monitors and reports on progress

Lead process practitioner

PROCESS PRACTICIONER

Can have multiple

Key role

Tasked with one or more activities

Works with stakeholders to ensure expectations are met and communications are effective

Can be internal or external

Classified as 'doers'

Clearly defined responsibilities for activities in their process

SERVICE OWNER

Owns a service

Exists in provider organisation

Attends Change Control Board (CCB)

Key role in CSI

Ensures services meets the needs of clients

Maintains effective communication with customers

Functions

"A team or group specialised to perform certain types of work who are responsible for specific outcomes. It can also be defined as an organisation entity, typically characterised by special area of knowledge or experience"

Defined in Service Operations

Multiple functions must co-ordinate to carry out responsibilities of certain processe