Prepared by Kadimil

ITIL v3 Certification Scheme

Overview
Terminology
ITIL Lifecycle phases
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvements

ITIL v3 Certification Scheme

This presentation is on ITIL v3 Foundation

Certificate

Overview
Your purpose Certification vs. Learning
Certification track
2 hours introduction
6 hours self-study and mock tests
http://taruu.com/Documents/ITIL%20v3%20Foundat
ion%20Study%20Guide%20v4.2.2.5.pdf
The Art of Service ITIL v3 Foundation Complete
Certification Kit (book and online course)
Mock tests
http://www.itskeptic.org/itil-version-3-certificationeight-sources-free-it
http://www.accelerated-ideas.com/exams/practiceexam.aspx?group=ITIL&fq=1&qmax=15

Overview
Learning track
2 hours introduction
15 hours self-study and mock tests
SkillPort - Course Curricula/English - US/IT
Professional Certifications/IT Infrastructure
Library (ITIL)/ITIL V3/IT Infrastructure Library
(ITIL) v3 Foundation Syllabus v4.2 exam
Exam registration
http://pearsonvue.com/exin/ or
http://www.register.prometric.com/Centers.asp
Fees - $174; 1 hour exam; 40 questions; 26 out
of 40 to pass (65%)

Overview
Office of Govt Commerce in the UK owns

trademark of ITIL as the ITIL framework

evolved from their efforts to document how
successful organizations approached service
management.
ITIL describes good practices and best

practices, including those documented by

Public frameworks, Standards, wide-industry
best practices etc

Terminology
ITSM A set of specialized organizational

capabilities for providing value to customers

in the form of services
Service A means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of
specific costs and risks. E.g. Pizza delivery
service, Payroll service
Service owner The person who is
accountable for the delivery of a specific
service.

Terminology
Process A set of coordinated activities combining

and implementing resources and capabilities in

order to produce an outcome and provide value to
customers or stakeholders. E.g. Availability
management process
Process owner The person responsible for ensuring
that the process is fit for the desired purpose and is
accountable for the outputs of that process.
Functions A team or group of people and the tools
they use to carry out one or more processes or
activities. E.g. Service Desk, IT Operations
management

Terminology
RACI chart Connecting processes and

functions by the way of defining clear roles

and responsibilities

ITIL Lifecycle Phases

Service Strategy
Define strategic objectives of the IT

organization
Stop and think WHY something has to be
done, before thinking HOW
Service Package
Core Service Package
Supporting Services Package
Service Level Package

Service Strategy
Creating Value

Service Strategy - Processes

Service Portfolio Management
It contains 3 service groups Service Pipeline,
Service Catalogue, Retired Services
Balancing Service Portfolio Run the Business,
Grow the Business, Transform the Business

Service Strategy - Processes

Financial Management
It manages conflicting perspectives of IT and
Business in terms of IT capabilities and Business
opportunities
Three fundamental activities Funding/Budget,
Accounting, Charging/Chargeback

Service Strategy - Processes

Demand Management
Objective: Identification and analysis of Patterns
of Business Activity and user profiles; And
maintaining business and customer satisfaction
while reducing excess capacity
Two ways to influence or manage Demand
Physical/Technical constraints e.g. restrict number
of connections, users etc
Financial chargeback e.g. extra charges for over
capacity quotas

Service Design
Concerned primarily with the design of IT

services
Designs to convert strategic objectives into

Services

Service Design - Processes

Service Level Management (Design phase)
Primary goal is to ensure that an agreed level of
IT service is provided for all current IT services,
and that future services are delivered to agreed
achievable targets.
Service Level Agreement vs Operational Level
Agreement
Three types of SLAs Customer based SLA,
Service based SLA, Multi-level SLA(Corporate
level, Customer level, Service level)

Service Design - Processes

Supplier Management
Primary goal is to manage suppliers and
services they supply, to provide seamless
quality of IT service to the business and ensure
that value for money is obtained.
Types of Supplier Agreements Co-sourcing,
Multi-sourcing, Business Process Outsourcing,
Knowledge Process Outsourcing etc
Supplier and contract information is stored in
Supplier and Contract Database (SCD).

Service Design - Processes

Service Catalogue Management
Primary goal is to ensure that a Service
Catalogue is produced, maintained and always
contains accurate information.
Two Types
Business Service Catalogue - e.g. various Business
Processes
Technical Service Catalogue e.g. Hardware,
Software, DB, etc
They two interact to provide services to customers

Service Design - Processes

Capacity Management
Primary goal is to ensure that the current and
future capacity and performance demands of
customers regarding IT service provision are
delivered.
Main activities
Performance monitoring
Application sizing
Tuning
Capacity planning
Reporting, etc

Service Design - Processes

Availability Management
Primary goal is to ensure that the level of
service availability delivered in all services is
matched to or exceeds the current and future
agreed needs of the business.
Incident life cycle

Service Design - Processes

IT Service Continuity Management
Primary goal is to support the overall Business
Continuity Management by ensuring that the
required IT infrastructure and the IT service
provision can be recovered within required and
agreed time scales.

Service Design - Processes

Information Security Management
Primary goal is to align IT security with Business
security and ensure that information security is
effectively managed in all services and IT
Service Management activities.
Three major aspects
Confidentiality
Integrity
Availability

Service Transition
It focuses on the vulnerable transition from

Design phase to Operation phase of a

new/enhanced service.
It is critical as technical/functional errors NOT
found during this phase will result in
significantly higher impact levels to the
business and/or IT infrastructure and will
usually cost much more to fix once the
Service is in operation.

Service Transition Processes

Knowledge Management
The primary purpose is to improve efficiency by

reducing the need to rediscover knowledge.

This requires accessible, quality and relevant
data and information available to staff.
Moving from data to wisdom
Data
Information (Who, what, when, where?)
Knowledge (How?)
Wisdom (Why?)

Service Transition Processes

Service Asset and Configuration Management
The goal is to support the agreed IT service

provision by managing, storing and providing

information about Configuration Items and
Service Assets throughout their life cycle.
This assists in providing logical model of the
infrastructure, including the relevant
relationships and dependencies that exist.

Service Transition Processes

Change Management
The goal is to ensure that standardized methods

and procedures are used for controlled, efficient

and prompt handling of all changes.
Various types of changes
Normal change A change that follows all steps of
change process
Standard change A pre-approved change that is low
risk and relatively common, e.g. password reset
request. Usually logged as Service Request.
Emergency change A change that must be
introduced as soon as possible.

Service Transition Processes

Change Advisory Board(CAB) A group that
provides expert advice to the Change Manager.

Service Transition Processes

Release and Deployment Management
Goal is to deploy new releases into production,

provide transition support to service operation,

and enable its effective use in order to deliver
value to the customer.
Various options for deployment of releases
Big bang
Phased approach
Push approach
Pull approach
Automated
Manual

Service Transition Processes

Service Validation and Testing
Main goal is to assure fitness for purpose and

fitness for use

Service Operation
Primary objective is to enable effectiveness and

efficiency in delivery and support of IT services.

Strategic objectives are ultimately realized through
Service Operations, therefore making it critical phase.
Terminology: Incident vs Problem vs Error
Incident is any occurrence which may cause interruption
or degradation to an IT service
Problem is the unknown underlying cause of one or more
incidents
Error is the known underlying cause of one or more
incidents

Service Operation Functions

Service Desk Function
Service desk types

Call centre Handling/logging large volumes of calls.

Low first-time resolution rate for calls and requests.
Help desk Manage and coordinate incidents
Service desk Wide variety of services offered. High
first-time resolution rate for calls and requests.

Service desk structures: Local, Central, Follow-

the-sun

Service Operation Functions

Technical Management
Goal is to plan, implement and maintain a

stable technical infrastructure to support the

organizations business processes
Examples of functions Mainframe, Server,
Network, Storage, Database, etc

Service Operation Functions

IT Operations Management
Goal is to perform daily operational activities

needed to manage the IT infrastructure

Two types
IT Operations control
Console management
Job scheduling
Backup and restore
Facilities management
Data centers
Recovery sites

Service Operation Functions

Application Management
Goal is to help design, implement and maintain

stable applications to support the organizations

business processes, e.g. HR apps, Business
apps, etc

Service Operation Processes

Event Management
Goal is to provide the capability to detect

events, make sense of them and determine the

appropriate control action.
Different types events: Events that signify
Regular operation
Warning
Exception

Service Operation Processes

Incident Management
Goal is to restore normal service operation as

quickly as possible and minimize adverse

impact on business operations.
Setting priority of an incident

Impact + Urgency = Priority

Escalation

Functional/Horizontal escalation
Hierarchical/Vertical escalation

Service Operation Processes

Problem Management
Main goal is to eliminate recurring incidents,

and prevent problems/incidents from happening

Difference from Incident management:

Incident management only addresses the symptoms,

while Problem management addresses the rootcause of the symptom so that incident doesnt recur.

Service Operation Processes

Request Fulfillment
Goal is to fulfill requests from end users using

consistent and repeatable methods

It is related to fulfilling standard changes which
are pre-approved for implementation, e.g.
password reset request

Service Operation Processes

Access Management
Goal is to provide capabilities for the granting

of authorized users the right to use a service

while preventing access to non-authorized
users.

Continual Service
Improvement
Goal is to ensure continual improvements to
IT Service Management Processes and IT
Services
The Continual Service Improvement Model

Continual Service Improvement Processes

Service Level Management

It proactively seeks and implements
improvements to the level of service delivered
to customers and users

Continual Service Improvement Processes

Service Measurement and Reporting

Goal is to coordinate the design of metrics, data
collection and reporting activities from other
processes and functions
Three types of metrics
Technology metrics
Process metrics
Service metrics

Continual Service Improvement Processes

CSI (7 step) Improvement Process
Goal is to coordinate a structured approach for
improvements to IT services and ITSM processes
The Deming Cycle is used as foundation for
continual improvement

Plan(design) Do(pilot) Check(results) Act(rollout)

7 step improvement process

Define what you should measure
Define what you can measure
Gather the data
Process the data (Frequency? Format? etc)
Analyze the data relationships/trends/targets met etc
Present and use the information, assessment, action plans
etc
Implement corrective action