ITIL V3 Foundation _ Summary of Key Points

ITIL V3 Foundation _ Summary of Key Points

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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


Every process “Must” have an owner

Characteristics of a “Process”


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


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”


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


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