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



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