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MSI-200: ITIL Service Management

Week 1: Introduction

Instructor: Daniel Kligerman daniel.kligerman@humber.ca

About Me

Daniel Kligerman Manager, Program Office - TELUS

Dawn of the Internet (1995-97) Interlog

Technical support, network operations

The bubble and its burst (1997-2000) PSINet

Data centre design, build and operation

From technology to people (2001-current) TELUS

Team management, process development, program management, portfolio management

Twitter: @dmk1 LinkedIn: http://ca.linkedin.com/in/dkligerman


About You

Survey & Discussion

Complete the MSI-200 student survey Lets discuss:

Your career goals

What you hope to get out of this course How can I help you achieve your goals?

Course Focus

MSI-200 Fundamental concepts and terminology of the ITIL framework

Will allow you to prepare for and pass the ITIL foundation level exam

Practical, real-world application of the ITIL framework

Going beyond the framework, to actual process development, so you will actually be able to use ITIL in the real world

A blend of the theoretic and the practical, so that IT service management will be useful in any IT role you find yourself in

Overview of ITIL

1 2
3 4

Certification Requirements
Introduction to Service Management Processes, Functions and Roles Introduction to the Service Lifecycle


Overview of ITIL
What is ITIL? Library of best practices for delivering IT services

Documented common sense from worldwide experience

Framework for process development

Not how to do things, but rather guidance on best practices to help you document the how

Common language that organizations can use when communicating, especially via process touch-points

Overview of ITIL
What is ITIL, continued

Documented in five core volumes

$500+ to purchase see itSMF.ca

Core volumes not required for this course

Focuses on processes, not tools or software

BMC ITSM suite is an example of software based on ITIL Many organizations build in-house tools to support ITILbased processes

Good practice vs. best practice

What is the difference?


Overview of ITIL
The five core volumes

Service Strategy

Service Design 2

3 4

Service Transition

Continual Service Improvement

Service Operation

Overview of ITIL

Discussion: Purpose of IT

What is the purpose of IT according to IT people?

What is the purpose of IT according to the business?

Why is there a difference? Who is right? What is the difference between managing technology and delivering a service?

Overview of ITIL

Detailed Service Lifecycle

IT exists to serve the needs of the business

IT delivers services that provide value IT delivers these services while taking responsibility for cost and risk

Think in terms of delivering services rather than technology

Managing these services involves many processes and functions all part of the Service Lifecycle

Overview of ITIL
Common Challenges

Many organizations focus only on technology, neglecting:

Process development, documentation, institutionalization Identifying what problem technology needs to solve, or what value it is intended to bring Governance of key technology related activities

Even when technology is well-managed, the business may not have a positive experience with IT

Overview of ITIL
Discussion: Value of ITIL

What is the value of having a process? What if there is really good technical documentation? Is there still value in having documented processes? What is the benefit of multiple organizations following the same process framework?

Isnt every business unique?


Overview of ITIL
Common Challenges

Many IT professionals are unclear about ITILs value

Dont you trust me?, I know what Im doing, Whats the point of all this overhead? With technology, things are going to go wrong ITIL separates process issues from technical issues; protects the IT professionals from blame

ITIL takes IT to a level of maturity found in other established industries


Overview of ITIL

The IT Service Management paradigm shift

IT Service Management and ITIL provide a new lens through which to see your IT work Regardless of your IT field or level of experience, understanding ITSM gives you an advantage

Understand how your role fits in to the overall service Keep the needs of the business in mind

Allows you to speak ITIL within your organization and with customers and suppliers

Overview of ITIL

ITIL is an ITSM framework; COBIT is an IT practice framework (not restricted to IT services) COBIT is broader than ITILITIL covers 8 of COBITs 34 processes

ITIL stronger on why we do things

ITIL and COBIT are the two best-known IT process frameworks, and are both useful COBIT Product Family:

Certification Requirements
Foundations, Intermediate, Expert

Foundations exam is one hour, 40 multiple choice questions, 65% or above is a pass Intermediate level has two paths: IT Service Lifecycle or IT Service Capability

Expert level requires intermediate exams, plus Managing Across the Lifecycle course/exam


Intro to Service Management

Technology vs. Service

Business does not want technology Business wants the service that technology enables Service characteristics:

Create value Remove risk of ownernship Deliver desired outcomes

Reduce impact of constraints


Intro to Service Management

Outcome-based Services Outcome: The intended or actual result of carrying out an activity, following a process, or delivering an IT service

Outcome-based service moves from business/IT alignment to business/IT integration

Need to understand the desired outcomes, and not just requirements

Current examples: Cloud, video, BYOD

What are the desired outcomes of these examples?

How do they demonstrated business/IT integration?

Intro to Service Management

Types of services

Core services deliver the value the business wants and is willing to pay for Enabling services are needed for a core service to be delivered

The business may not be aware of enabling services

Enhancing services are not essential, but added to core services to make them more enticing to the business

Intro to Service Management

Discussion: Goal of Service Management

What are the most important factors to the business when delivering service? What does the business think IT service is? How does the business measure whether its IT service is meeting its needs? What metrics does it use?


Intro to Service Management

Goal of Service Management

Provide service to the business that is:


High quality
Timely Cost-effective Meeting the needs of the business

Achieved by seeing Service Management as a practice consistent of knowledge, experience, skills


Intro to Service Management

IT Service Management

IT is:

Systems, applications, infrastructure Organization of people Type of service needed by the business Type of business asset and cost

IT Service Management (ITSM) is the management of IT services that meet the needs of the business with people, processes, and technology

Intro to Service Management

Discussion: Stakeholders

Who are the stakeholders involved with IT and ITSM? What role does each stakeholder play? How do the stakeholders know how to interact with each other?


Intro to Service Management


Customers (internal and external)

Define and agree to service level targets


Use the service on a daily basis


Other organizations who supply goods or services needed to operate the IT service

Assets, Processes, Functions, Roles

Key Definitions

Asset: any resource or capability

Customer asset (used by customer) vs. service asset (used by service provider)

Process: structured set of activities that accomplish a specific objective

Turns one or more inputs into one or more outputs

Function: Team or group of people, plus their tools/resources, that carry out processes/activities Role: Set of responsibilities, activities, authorities granted to a person or team

Service Lifecycle

Processes for Service Strategy

Service Strategy

Strategy management Service portfolio management

Financial management
Demand management Business relationship management

Service Lifecycle
Service Design

Processes for Service Design

Design coordination Service catalogue management Service level management

Availability management
Capacity management IT service continuity management Information security management Supplier management

Service Lifecycle
Service Transition

Processes for Service Transition

Transition planning and support Change management Service asset and configuration management Release and deployment management Service validation and testing Change evaluation

Knowledge management

Service Lifecycle

Processes for Service Operation

Service Operation

Event management Incident management

Request fulfilment
Problem management Access management

Service Lifecycle

Process for Continual Service Improvement

Continual Service Improvement

Seven-step improvement process



What to expect

Classes on each of Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement Two tests

Case study

Opportunity to design and develop real ITIL-based processes Broken down into smaller assignments, given throughout the course

Tentative Schedule
To be adjusted over time
Class 1 2 3 Date Nov 21, 2013 Nov 28, 2013 Dec 5, 2013 Topic Introduction to Service Management Service strategy overview & principles Service strategy processes

5 6 7 8 9 10 11 12

Dec 12, 2013

Jan 9, 2014 Jan 16, 2014 Jan 23, 2014 Jan 30, 2014 Feb 6, 2014 Feb 13, 2014 Feb 20, 2014 Feb 27, 2014

Service design
Test 1 / Assignment 1 Service transition / Assignment 1 Service transition / operation Service operation / Assignment 2 Test 2 / Assignment 2 Assignment 3 / presentation prep Case study presentations / guest speaker Case study presentations / Wrap-up


Two-way communication

Provide feedback Ask questions Voice concerns Suggest additional topics for discussion

Email: daniel.kligerman@humber.ca Twitter: @dmk1 LinkedIn: http://ca.linkedin.com/in/dkligerman Blackboard site for course materials, discussion board, links to useful resources