ITIL V3 Foundation
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ITIL V3 Foundation Service Management presentation overview.
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ITIL V3 Foundation
- 1. CONTENTS: Objectives ITIL Examination Best practice ITIL Qualification scheme ITIL Service Lifecycle Service value creation U PE L im it e d Project management and training: Developing people, Delivering projects © Cupe Ltd
- 2. Gain an understanding of key ITIL® terminology, concepts and the lifecycle structure Understand how processes, functions and roles interact and combine in IT Service Management provision Appreciate how ITIL® can improve an organisation’s IT Service Management provision Prepare for the Foundation Certificate in IT Service Management examination U PE L im it e d Project management and training: Developing people, Delivering projects © Cupe Ltd
- 3. The Foundation Certificate in IT Service Management comprises of: •One hour closed book examination •40 multiple-choice questions •Pass mark is 65% (26/40) •Results in 2-3 weeks •Pre-requisite for further ITIL® qualifications U PE L im it e d Project management and training: Developing people, Delivering projects © Cupe Ltd
- 4. Public frameworks & standards Based on successful experiences of multiple organizations in various environments Freely available Facilitate cooperation & collaboration among organizations Ignoring them can result in a competitive disadvantage U PE L im it e d Proprietary knowledge Deeply embedded in organizations Customised for specific, particular business needs Difficult to adopt, share or transfer Owners may expect compensation under commercial terms Handbook p.1 Project management and training: Developing people, Delivering projects © Cupe Ltd
- 5. Best-practice sources include public frameworks and standards as well as knowledge owned by specific organizations or individuals. ITIL® is the most successful and trusted source of best-practice guidance in the area of IT Service Management. Other publicly available frameworks include PRINCE2, ISO 9000, PMBOK®, LEAN, etc. U PE L im it e d Project management and training: Developing people, Delivering projects © Cupe Ltd
- 6. ITIL Master ITIL Expert (22+ credits) Managing across the lifecycle (5 credits) LIFECYCLE (3 credits each) CAPABILITY (4 credits each) SPECIALIST (1.5 credits each) * SS – Service strategy OSA – Operational support and analysis BRM – Business relationship management SD – Service design PPO – Planning protection and optimisation SLM – Service level management ST – Service transition RCV – Release control and validation SO – Service operation CSI – Continual service improvement OSA – Operational support and analysis SM – Supplier management CM – Change management PM – Problem management SDIM – Service desk and incident management ITIL Foundation for service management (2 credits) * Specialist courses available only through ISEB/BCS examinations U PE L im it e d Handbook p.1 Project management and training: Developing people, Delivering projects © Cupe Ltd
- 7. An approach to IT Continual management that Service Service emphasizes the Improvement Transition importance of coordination and control Service across various functions, strategy processes and systems necessary to manage the Service Service full lifecycle of IT Design Operation services Fig. 1.1 The ITIL service lifecycle U PE L im it e d Handbook p.3-4 Project management and training: Developing people, Delivering projects © Cupe Ltd
- 8. Performance supported? VALUE= UTILITY + WARRANTY UTILITY OR T/F Fit for purpose? Constraints removed? AND Available enough? Continuous enough? AND Secure enough? U PE L im it e d Handbook p.18-19 T/F Fit for use? Capacity enough? T/F WARRANTY Value Created T: True F: False Fig 1.2 Services are designed, built and delivered with both utility and warranty © Crown Copyright 2011. Reproduced under licence from the Cabinet Office Project management and training: Developing people, Delivering projects © Cupe Ltd
- 9. For more information about ITIL and PPPM Best Practice, please visit www.cupe.co.uk U PE L im it e d Project management and training: Developing people, Delivering projects © Cupe Ltd
- 10. For more information about ITIL and PPPM Best Practice, please visit www.cupe.co.uk U PE L im it e d Project management and training: Developing people, Delivering projects © Cupe Ltd
Editor's Notes
- The Foundation Certificate in IT Service Management comprises of: One hour closed book examination 40 multiple-choice questions Pass mark is 65% (26/40) Results in 2-3 weeks Pre-requisite for further ITIL® qualifications
- ITIL® has been continuously developed and used internationally with success for more than 20 years, embracing a practical approach to service management- do what works. And what works is adopting a common framework of practices that combines all areas of IT service provision towards one aim: adding value to the business. ITIL’s success is drawn from these attributes: Vendor-neutral: not based on a particular technology platform or designed for a specific industry Non-prescriptive: applicable to any type of service organization Best-practice: built on the learning experiences and thought leadership of the world’s top service providers ITIL is owned by the UK government and is not tied to any proprietary practice. It provides robust, time-tested practices applicable to all types of service organization: in public and private sectors; small, medium and large enterprises; internal and external service providers; within any technical environment. Companies that successfully implement ITIL practices achieve benefits including: Increased value and availability of services to customers Improved return on investment for IT services Changed organizational structure that enables the achievement of sustained success Better utilisation of IT assets Increased risk management capabilities, reduced incidents and less fire-fighting Improved planning capabilities, better staff knowledge and skills ITIL Text
- The ITIL® framework is based on the five stages of the service lifecycle, as shown in Figure 1.1, with a core publication providing best-practice guidance for each stage, from the initial definition and analysis of business requirements in ITIL Service Strategy(SS) and ITIL Service Design(SD), through evolution into the real environment within ITIL Service Transition(ST), to live operation and constant improvement in ITIL Service Operation (SO) and ITIL Continual Service Improvement (CSI). This guidance includes key principles, processes and activities, organization and roles, technology, associated challenges, critical success factors and risks. Every stage of the lifecycle has an influence on the others and is influenced through inputs and feedback. This ensures that if business demand changes due to different business needs, a set of checks and balances throughout the service lifecycle ensures that services can adapt and respond effectively. ITIL Text
- Services, unlike products, do not have much intrinsic value. One way to define the value of a service is the level to which that service meets a customer’s expectations. Therefore, the value of a service is determined by the person who receives it, not by the provider. From the customer’s perspective, value consists of achieving business objectives. The value of a service comprises two elements: utility (fitness for purpose) and warranty (fitness for use). Together, they achieve the outcomes upon which the customer and the business base their perceptions of a service. Utility answers the question “what does the service do?”, describing its functionality to meet a particular need. It determines whether a service has the ability to meet its required outcomes. Warranty answers the question “how is the service delivered?”, acting as assurance that the service will meet its agreed requirements. Warranty refers to any means by which utility is made available to users and includes assuring customers of certain levels of availability, capacity, continuity and security. The value of a service can not be delivered if a product is fit for use but not fit for purpose, and vice versa. ITIL Text