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ITIL Foundation for Service Management

Summary of Key Points

Service Management as a Practice

Definition of a Service

Delivers Value

Facilitates outcomes for Customers

Service Provider takes the full ownership of Costs and Risks of the Service

Classification of Services

Core Services

Enabling Services

Enhancing Services

Service Packages

Service Level Packages

Processes

Every process Must have an owner

Characteristics of a Process

Measureable

Delivers specific results

Delivers Primary results to customers/stakeholders

Respond to specific events

Process Roles

Process Owner

Process Manager

Process Practitioner

(Teams, groups of people), i.e.- Service Desk

Role - Wearing of Hats responsibilities/authorities

Life Cycle Stages:

Service Strategy

Service Design

Service Transition

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Service Operation

Continual Service Improvement

Lifecycle, Process, Concept Relationship

Lifecycle (Example: Service Transition)

Processes within the Service Transition Lifecycle (Example: Change


Mgt., Release and Deployment, etc.)

Concepts within the Change Management process (Example: CAB,


Standard Change, RFC etc.)

Service Strategy:

Purpose, Objectives, Scope

Transform Service Mgt. into Strategic Asset

Need a Market Focus

Focus on VALUE VALUE VALUE !!!

Establish Service Quality standards and Risk Tolerance for the Service
Provider

Key Concepts

Utility and Warranty - Utility is what you get, Warranty is how its delivered

Utility = Fit for Purpose

What does the service do?


Functional Requirements

Warranty = Fit for Use

How well does the service to do it?


Non-Functional Requirements

Capacity Mgt., Availability Mgt., IT Service Continuity, Security Mgt.,


Process from SERVICE DESIGN lifecycle help ASSURE delivery of the
Service.

We need both Utility and Warranty to assure VALUE to the Customer

Value Creation

Remember Capabilities transform Resources into value


Economic Value of Service
Reference Value + Net Difference= Economic value of Service

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Summary of Key Points

Service Provider

Type 1
Internal Service Provider (Example: A College IT dept. w/in a
University

Type 2
Shared Services unit (Example: A single IT department in a University
supports all colleges within University)

Type 3
External Service Provider (Example: HP)

Patterns of Business Activity (used to understand the Demand of a Service)

Risk Management

Two main parts- Risk Analysis and Risk Management


No ITIL process called Risk Management
Every process does some form of Risk Management
Information Security Management, Availability Mgt. & IT Service
Continuity Mgt. do a formal Risk Analysis.

Change Management is also very risk focused.

Processes

Service Portfolio Management

Purpose, Objectives, Scope

Service Portfolio:

Spans across the entire Service Lifecycle


Service Pipeline- Owned By Service Strategy

Service to support future Business direction (Customers


cant access!)
Service Catalog
o Customers can access. (The earliest is when the Service
is Chartered)
Retired Services
o Customers cant access
Financial Management
o

Purpose, Objectives
Scope

Budgeting, Accounting, Charging (Remember your ABCs)

Needed to understand true cost of service


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ITIL V3 Foundation

Business Case a decision support tool.

Business Relationship Management (BRM)

Purpose, Objectives, Scope

Accountable for the Customer relationship

Service Design:

Purpose

Performed for NEW or significantly CHANGED Service

Take a HOLISTIC approach to Service Design

You will see the word assure services all over Service Design exam
questions

Objectives

Satisfy Business Objectives

Effective and Efficient Design for Services

Scope- Requirements, Requirements, Requirements

Value to Business

Reduce Total Cost of Ownership (TCO)

Key Concepts

Four Ps of Service Design

Service Design Packages (SDP)

People, Process, Partners, Products


All requirements needed to manage the Service through all Lifecycle
Stages. Forwarded to Service Transition for building, testing,
deployment etc.

5 Aspects of Service Design

Services, Service Management Systems and Tools,


Technical and Management Architecture, ITSM Processes,
Measurement systems and metrics (Remember it by using S.T.A.M.P.)

Processes

Design Coordination

Purpose, Objectives, Scope


Oversees and coordinates across all the Service Design Processes
(including resources, schedules, budgets, deliverables etc.)

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Summary of Key Points

Produces the SDP for Service Transition

Service Catalog Management

Purpose, Objectives, Scope

Service Catalog- 2 views: Business (Restaurant Menu) and Technical


Catalogs (Service Provider)
DETAILS of all IT Operational Services
Chartered is the earliest a customer can access the Service in the
Service Catalog

Service Catalog Manager (role) maintains and updates the Service


Catalog

Service Level Management (SLM)

Purpose, Objectives, Scope

All about setting of expectations

SLAs, OLAs and UCs must be written in clear, concise


UNAMBIGUOUS language

SLM and Business Relationship Management work closely together

Three types of documents


SLAs- Between Customer and IT
OLAs- Between Internal support groups within the organizations
UCs- Between IT org and an external provider of service

SLM Structure
Service Based - SLA for one Service for all Customers
Customer Based - SLA for Specific customer Group covering all service
they use
Multi-Level - Customer Level, Service Level, (adds) Corporate Level

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Service Level Management- Activities

Service Level Management Interfaces with ALL ITIL processes.

Availability Management

Purpose and Objectives

Two main areas of Focus- Identifying Single Points of Failures (SPOFs)


on Vital Business Functions (VBFs)

MTRS = Mean Time to Restore Service

MTBF = Mean Time Between a Failure

VBF = Vital Business Function


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Basic Concepts
Proactive and Reactive Activities
Remember Main Concepts of Availability Mgt. by: ARMS- Availability,
Reliability, Maintainability, Serviceability
Expanded Incident Lifecycle
o D2R3 (Detect, Diagnose, Repair, Recover, Restore)
High Availability
Fault Tolerance
Continuous Operation
Continuous Availability
Remember Availability does a lot of Risk Management

Information Security Management

Purpose, Objectives and Scope

(C.I.A) Confidentiality, Integrity, Availability

Information Security Policy (ISP)

EVERYONE needs access to and be made aware of the ISP (Customer,


Users, Service Provider and Suppliers)

Supplier Management

Purpose, Objectives and Scope


Works with SLM
Manage Supplier Relationship / Leads Negotiation of Underpinning
Contracts (UCs) with involvement of SLM
Manages an Maintains Supplier and Contract Management
Information System (SCMIS)

Chief negotiator of ALL Contracts

Suppliers Categories:
Strategic
Tactical
Operational
Commodity

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Summary of Key Points

Capacity Management

Purpose, Objectives, Scope

Capacity Plan- 2 years forward looking

Capacity Management Sub-Processes- 3 Levels to consider: Business


Capacity Mgt, Service Capacity Mgt, Component Capacity Mgt.
Understanding of Patterns of Business Activity (PBA) a key input

IT Service Continuity Management (ITSCM)

Purpose, Objectives, Scope

(Stages) Initiation, Requirements & Strategy, Implementation, Operation

Business Impact Analysis (BIA) 1st step of the Requirements Stage

Remember they do a lot of RISK MANAGEMENT

Service Transition:

Goals and Objectives

Ensure Consistent performance of releases

Reduce known errors related to releases

Ensure releases meet requirements

Need to be transitioned within COST, QUALITY, TIME

Limit impact of transition activity on customer/business

Consider Transition Activity in both directions

Reduce Risk

Scope

Focus is on the Package, Build, Test and Deployment of a release into


production

Value to business

Provide a Competitive Edge- Service Agility

Higher success of Changes/Releases

More effective and efficient

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Processes

Knowledge Management

Purpose, Objectives and Scope

Data, Information, Knowledge, Wisdom (DIKW)

Service Knowledge Management System (SKMS)

Transition Planning and Support

Purpose, Objectives and Scope


Oversees and coordinates across All Service Transition Processes

Change Management (KEY PROCESS) (Think of as the MANAGER of


ALL CHANGE)

Purpose, Objectives
Cost and Value to the Business of the Change has to be consider along
with Risk

Scope
Changes to 5 aspects of Service Design
Strategic, Tactical, Operational Changes
Out of Scope (Business changes that do no impact the Service Provider)

Basic Concepts
Change
Request for Change (RFC)
Change Record
Change Types
Standard Changes (change models: Pre-Defined and PreApproved)
o Emergency Change (Incidents)
o Normal Change
Change Process Models- PRE-Defined Steps
o

Change Proposal
Types of Change Request
Change Requests take many forms (Request for Change
(RFC), Service Desk call, Project initiation document
Change, Configuration and Release and Deployment, implement
together
o

Change Lifecycle of a normal Change (Note same process for


Emergency Change only faster)
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V3 FDN (2011 Refresh)

Summary of Key Points

Change Schedule and Projected Service Outage

Change Manager approves and closes changes


7 Rs of Change Management (Used to Assess and Evaluate a Change)
Who RAISED the change
What is the REASON for the Change
What is the RETURN required from the change
What are the RISKS
What RESOURCES are required
Who is RESPONSIBLE for build, test, and implementation
What is the RELATIONSHIP between this and other changes

Change Roles
CAB/ ECAB

Service Asset and Configuration Management

Purpose, Objectives and Scope

Asset Management= Where something is and how much it cost


Configuration Management= All about RELATIONSHIPS between
CIs
Configuration Items (CIs)

o Has to be under Change Control to be a CI


Types of CIs

Service Lifecycle CIs


Service CIs
Organization CIs (non-IT CIs but still a part of the Enterprise e.g.
Business documents)
Internal CIs
External CIs
Interface CIs (used by, hosted by, supported by etc.)

Logical Model

Configuration Management System (CMS)


Configuration Management Database (CMDB)
You can have many Configuration Management Databases CMDBs
within the CMS
PICSV 5 stages of the process:

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ITIL V3 Foundation

Plan, Identify, Control, Status Accounting, Verification


and Audit
Definitive Media Library (DML)-Software
o

Physical, Secure library where ALL definitive versions of software are


kept and managed (e.g. the vault)
Launch point for Release
Can keep documentation, build instructions, license info in the DML
Not meant for user backup data, or hardware storage

Release and Deployment Management (Think of as the Implementers


of CHANGE)

Purpose, Objectives and Scope

Transfer of Knowledge and Known Errors Critical

Release Policy

Four Phases of Release and Deployment


Release and Deployment Planning
Release Build and Test
Deployment
Review and Close

Service Operation:

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Purpose, Goals and objectives

Coordinate and carry out DAY to DAY activities to deliver and manage
services to agreed levels

Where VALUE is realized

Stability

Proactive and reactive control

Value to the Business

Role of Communication

Communication is key

Communication must provide value and be targets towards a specific


audience

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Summary of Key Points

Processes

Event Management (KEY PROCESS)

Purpose, Objectives and Scope


Detect Events, make sense of them, and determine the appropriate
control action (Monitoring and Control)
Event= An occurrence that has a significance for the management of a
CI or IT Service

Definitions
Event
Types of Events:
Informational Event
Information events should be logged
Warning Event
Warnings can trigger:
o Incidents, problems or RFCs
o Alerts
o Auto Response
Exception Event
Exceptions can trigger incidents, problems
or RFCs
Event Management The process responsible for managing events
throughout their Lifecycle.
o

Alert - A warning that a threshold has been reached, something has


changed, or a failure has occurred

Incident Management (KEY PROCESS)

Purpose, Objectives and Scopes


Restore normal service ASAP
Service Desk Owns Incident all the way through to closure

Basic Concepts
An Incident - an unplanned interruption or reduction in the quality of an
IT service, any occurrence which could affect an IT service in the future
is also an Incident
Timescales- set via SLAs
Incident Models (PRE-DEFINED way of handling a particular type of
Incident)
Major Incidents
Incident Status tracking

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ITIL V3 Foundation

Expanded Incident Lifecycle

Process Activities
Incident Prioritization always comes after Incident Categorization
Incidents NEVER become problems
They get related to problem records
You can have 1 Incident related to a problem record or
many incidents related to a problem record
Impact + Urgency= Priority
o
o

Functional Escalation and Hierarchic Escalation

Request Fulfillment

Purpose, Objectives and Scope


Service Requests, Request Models-PRE-DEFINED
Not usually dedicated staff
Service Desk manages Requests all the way to closure, just like
Incidents
Self-Help (self-service)

Problem Management

Purpose, Objectives and Scope


All about the Root Cause Analysis (RCA) of an incident

Basic Concepts
Reactive vs. Proactive
Problem Models-PRE-DEFINED
Workaround
Known Error (Established when initial root cause is discovered and a
Work Around is determined)
Known Error Database (KEDB) (OWNED and MANAGED by
PROBLEM MGT.)

Problem Management- Process Activities

Access Management

Purpose, Objectives and Scope


Follows policies and actions defined by Security Management
Fulfills access or restriction requests
Verifies access request-validates user identity and that the request is
legitimate

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Summary of Key Points

Not usually dedicated staff- is an execution of Availability Mgt and


Security Mgt.

Key Areas (R.A.I.D.S.):

Rights
Access
Identify
Directory Services
Service or Service Groups

Service Operation Functions

Service Desk

Primary Point of Contact

Own Incident Tickets & Request Tickets to closure

Local/Central/Virtual and Follow the Sun Service Desk models

*Not necessarily the owner of the Incident Management Process*

Technical Management

Manage technical infrastructure throughout lifecycle

Aligned to the infrastructure technologies supported

Application Management

Manage applications throughout lifecycle

Aligned to the applications supported

Typically NOT the same as the Application Development Team

IT Operational Management

Day to Day operational activities

Separated into two sub-areas:

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IT Operations Control

Facilities Management

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ITIL V3 Foundation

Continual Service Improvement:

Purpose, Objectives, Scope

Establishes improvement approach and culture for all Lifecycle Stages- Yes,
including Service Strategy

Strong ties to SLM

Continual Service Improvement Approach

CSI Register

Deming Cycle

Plan, Do, Check, Act (PDCA)

Measurement and Metrics

Baselines

Critical Success Factors (CSFs)

Key Performance Indicators (KPIs)

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KPIs are inputs into CSFs

Metric

Broad Goals

Something that is measured (volume based eg. number of incidents,


number of changes etc.)

Types of Metrics (Remember by memory aide S.T.P.)

Service, Technology, Process

RACI Model

Responsible, Accountable, Consulted, Informed (defines R&R)

Remember ONLY One person can be accountable for every activity

Governance

Seven-Step Improvement Process

1.

Identify the Strategy for Improvement

2.

Define what you will measure

3.

Gather the data

4.

Process the data

5.

Analyze the information and data

6.

Present and use the information

7.

Implement improvement
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Summary of Key Points

Additional Information (Supplement)

Technology and Architecture

Automation Purpose and Use

Assists with Integrating Service Management Process


Can Improve the Utility and Warranty of Services

Automation-Where it helps

Design and Modeling

Service Catalogue for simple requests and needs

Pattern Recognition and Analysis

Classification, Prioritization and Routing

Detection and Monitoring

Optimization

Variation and Automation

Automation Removes Variation

Automation Requires Simplification- First!

Service Design Tool- i.e. think about a Capacity modeling tool

Scope

HW, SW, Environment, Process, data

Benefits

Speeds up design proves

Ensures standards and rules are followed

Prototyping, simulation and what if

Validate the design before hand-off to Service Transition

Service Management Tools i.e. think HPs Service Manager, Remedy ITSM Suite,
CA Unicenter, etc.

Inclusive of many ITIL processes

Often includes workflow management

Interfaces to knowledge management tools

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ITIL V3 Foundation

Process Owner

Dont always do specific tasks within the process rather they focus on
ensuring their process is being performed as agreed and documented.

Every process must have an Owner!

Service Owner
Accountable for a particular Service across the organization

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Key stakeholder in all ITIL processes required to support/deliver the service

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