ITIL Foundation for Service Management Summary of Key Points Service Management as a Practice Definition of a Servic
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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
V3 FDN (2011 Refresh)
HP Restricted
1
ITIL V3 Foundation
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 it’s 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
2
HP Restricted
V3 FDN (2011 Refresh)
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 Inform