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

	Criado por Lynsey Dalgleish quase 10 anos atrás

ITIL Foundation (Cibrary Course Notes) Notas sobre ITIL Foundation Notes - Library, criado por Lynsey Dalgleish em 15-12-2016.