LEARNING COURSE Ver. 2.2 ITIL is a Registered Trade Mark of The Cabinet Office in the United Kingdom and other countries. "The Swirl logo is a Trade Mark of The Cabinet Office ". 2 ITIL
2011 Foundation Course Objectives 2 At the end of the course, you should be able to Discuss the ITIL 2011 qualification scheme Explain the practice of Service Management Describe Service Lifecycle Identify key principles and models of ITIL 2011 Define generic concepts in ITIL 2011 Discuss the processes, roles and functions in ITIL 2011 Summarise the use of technology with ITIL 2011 Successfully clear your ITIL 2011 foundation exam. Simplilearn Solutions Pvt. Ltd. 2011 3 ITIL
2011 Foundation Course Agenda 3 Module 1: Introduction to Service Management Lifecycle Principles of Service Management, Processes, The ITIL Service Lifecycle Module 2: Service Strategy Concepts and Models, Processes Module 3: Service Design Concepts and Models, Key Principles, Processes Module 4: Service Transition Concepts and Models, Key Principles, Processes Module 5: Service Operations Concepts and Models, Key Principles, Processes and Functions Module 6: Continual Service Improvement Concepts and Models, Key Principles, Processes Module 7 : Summary and Exam Preparation Review of Key Concepts and Practice Exam Simplilearn Solutions Pvt. Ltd. 2011 4 Module 1 4 Introduction To Service Management Lifecycle Simplilearn Solutions Pvt. Ltd. 2011 5 Lesson 1.0: What is ITIL ? 5 What is ITIL
? A set of publications for good practices in IT service Management.
Why ITIL ? Focuses on descriptive guidance on IT Service Management thats easily adapted. Emphasizes Quality Management approach, standards
ITIL
goals Consistent, comprehensive, hygienic set of Best-Practice guidance Platform independent discussion of processes Common Language, Standardized vocabulary Flexible framework, adaptable to different IT environments.
Simplilearn Solutions Pvt. Ltd. 2011 6 Lesson 1.1: ITIL 2011 Components 6 Simplilearn Solutions Pvt. Ltd. 2011 7 Lesson 1.2: ITIL Core Publications 7 Each lifecycle phase of ITIL 2011 Core is represented by a Volume in the Library
1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement Simplilearn Solutions Pvt. Ltd. 2011 8 Lesson 1.3: ITIL 2011 Qualification Scheme: Credits System 8 Lifecycle Modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Capability Modules Operational Support and Analysis (OSA) Planning Protection & Optimization (PPO) Release Control and Validation (RCV) Service Offerings & Agreements (SOA) http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp Simplilearn Solutions Pvt. Ltd. 2011 9 Lesson 1.4: ITIL 2011 Foundation Exam Format 9 Type Online, Multiple choice, 40 questions. The questions are selected from the full ITIL Foundation in IT Service Management examination question bank. Duration Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes Supervised Yes Open Book No Pass Score 65% (26 out of 40) Where ? AEC Authorized Examination Centers Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: Explain the concept of good practice Define the concepts of service, Service Management, Functions, Roles &Processes, and RACI The role of IT Governance across the Service Lifecycle
Lesson 2.0: Principles of IT Service Management 10 Simplilearn Solutions Pvt. Ltd. 2011 11 Lesson 2.1: ITIL is presented as Good Practice. What are good Practices? 11 Good Practices are generally commoditized, generally accepted, proven effective ways of doing things which were previously considered best practices of the pioneering organizations. Successful Innovations applied diligently become Best Practices Best practice accepted and adopted by others become common, Good Practices Good Practices are Commoditized, generally accepted principles, or regulatory requirements Simplilearn Solutions Pvt. Ltd. 2011 12 Lesson 2.2: Why Choose Good practices over Proprietary ones? 12 Good Practices, Public Standards and frameworks Proprietary knowledge Wide Community Distribution Public Training and Certification Difficult to adopt Difficult to replicate and transfer Hard to document Valid in Different applications Peer Reviewed Used by different parties
Highly customized Specific to business needs Hard to adapt or reuse
Free and publicly available Labor market skills easy to find
Owners expect compensation
Simplilearn Solutions Pvt. Ltd. 2011 13 Lesson 2.3: What is a Service? 13 A means of delivering value to customers by facilitating outcomes customer want to achieve, without the ownership of specific costs or risks. Customer Transfer costs and Risks Retains focus and accountability for outcomes Service Provider Takes on Costs and Risks Responsible for the means of achieving outcomes Costs and Risks are transferred to service provider. Customers focus on outcomes versus means. Simplilearn Solutions Pvt. Ltd. 2011 14 Lesson 2.4: What is a Service Management? 14 Business Outcomes Customer Assets Services Service Assets Capabilities Resources Performance Value Capabilities Resources A5 Management Financial Capital A4 Organization Infrastructure A3 Processes Applications A2 Knowledge Information A1 People S e r v i c e
M a n a g e m e n t
Simplilearn Solutions Pvt. Ltd. 2011 15 Lesson 2.5: Process, Functions and Roles 15 Process - A set of activities designed to accomplish a specific objective. A process takes defined inputs and turns them into defined outputs. A process may include roles, responsibilities, tools and management controls required to deliver the outputs
Simplilearn Solutions Pvt. Ltd. 2011 16 Lesson 2.6: A Basic Process 16 Activity 1 Activity 2 Activity 3 Process Customer Suppliers Service Control & Quality Trigger Desired Outcome Data, Information and Knowledge Simplilearn Solutions Pvt. Ltd. 2011 17 Lesson 2.7: Process Characteristics 17 It is measurable
It delivers specific result
Primary result are delivered to customers or stakeholders
It responds to specific events (triggers) Simplilearn Solutions Pvt. Ltd. 2011 18 Lesson 2.8: Functions 18 Function - A team or group of people and the tools they use to carry out one or more processes or activities
Simplilearn Solutions Pvt. Ltd. 2011 19 Lesson 2.9: Processes across the organization 19 CIO Operations Development Project Management Architecture Service desk Mainframe Application Website HR Applications Finance Applications Project 1 Enterprise Architecture Networks Project 2 Project 3 Simplilearn Solutions Pvt. Ltd. 2011 20 Lesson 2.10: Service Management Roles : Service Owner 20 Service Owner :
The person who is accountable for the delivery of a specific IT Service. They are responsible for continual improvement and management of change affecting Services under their care. Example: The owner of the Payroll Service Responsibilities: To act as prime Customer contact for all Service related enquiries and issues To ensure that the ongoing Service delivery and support meet agreed Customer requirements To identify opportunities for Service Improvements, discuss with the customer and to initiate changes for improvements if appropriate. To liaise with the appropriate Process Owners throughout the Service Management lifecycle To solicit required data, statistics and reports for analysis and to facilitate effective Service monitoring and performance Simplilearn Solutions Pvt. Ltd. 2011 21 Lesson 2.11: Service Management Roles : Process Owner 21 Process Owner : The person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process. Example: The owner for the Availability Management Process Responsibilities: Assisting with process design
Documenting the process
Make sure the process is being performed as documented
Making sure process meetings it aims
Monitoring and improving the process over time Simplilearn Solutions Pvt. Ltd. 2011 22 Lesson 2.12: Connecting with Processes and Functions: RACI 22 RACI is an acronym for the four main roles of:
Responsible the person or people responsible for getting the job done Accountable only one person can be accountable for each task Consulted the people who are consulted and whose opinions are sought Informed the people who are kept up-to-date on progress.
Example RACI matrix Activities Service owner Process Owner Security Manager IT Head Chief Architect Process Manager Create a framework for defining IT services C C C A/R C I Build an IT service catalogue C A/R I C I I Define SLA for critical IT services A R C R C I Monitor and report SL performance I A/R I I I R Review SLAs, OLAs and UCs A R C R I R Review and Update IT service catalogue C A/R I C I C Create service improvement Plan I A/R I C C R Simplilearn Solutions Pvt. Ltd. 2011 23 Lesson 2.13: Key Terminology: Service Provider 23 Service Provider :
An Organization supplying Services to one or more Internal Customers or External Customers. Service provider is often used as an short form for IT Service provider.
There are three types of business models service providers: Type I Internal Service Provider An internal service provider that is embedded within a business unit e.g. one IT organization within each of the business units. The key factor is that the IT Services provide a source of competitive advantage in the market space the business exists in. Type II Shared Services Provider An internal service provider that provides shared IT service to more than one business unit e.g. one IT organization to service all businesses in an umbrella organization. IT Services typically dont provide a source of competitive advantage, but instead support effective and efficient business processes. Type III External Service Provider Service provider that provides IT services to external customers i.e. outsourcing Simplilearn Solutions Pvt. Ltd. 2011 24 Lesson 2.14: Key Terminology: Supplier 24 Supplier:
A Third party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing Organizations. Business Service Provider Supplier Contract: A legally binding agreement between two or more parties to supply goods or services
Contract: A legally binding agreement between two or more parties to supply goods or services
Fig: A Basic value Chain Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: Understand the value of the Service Lifecycle How the processes integrate with each other, throughout the Lifecycle Explain the relationship between Governance and IT Service Management
Lesson 3.0: The Service Lifecycle 25 Simplilearn Solutions Pvt. Ltd. 2011 26 Lesson 3.2: The Lifecycle Interactions 26 The Business / Customers Requirements Service Strategy SLPs from Requirements Resources & Constraints Policies Strategy Service Design SDPs Standards Architectures Solution Design Service Transition SKMS Updated Tested Solutions Transition plans Service Operation Operational Services Operations Plan Continual Service Improvement Improvement Plans & Actions S e r v i c e
K n o w l e d g e
M a n a g e m e n t
S y s t e m s
( S K M S )
I n c l u d i n g
t h e
S e r v i c e
P o r t f o l i o
&
S e r v i c e
C a t a l o g
Simplilearn Solutions Pvt. Ltd. 2011 27 IT Governance IT Service Management Lesson 3.3: Relationship between Governance and ITSM 27 Relationship between Governance and ITSM Corporate Governance Corporate Compliance IT Compliance Establishes IT policy, Standards and Principles, Assures alignment of IT strategy to corporate business strategy Assures the design and operability of IT policies , processes and key controls Assures adherence to Legal, Industrial and regulatory requirements. Ensures the provision strategy and business plans. Establishes the Corporate policies and enables strategic direction, objectives, critical success factors and key result areas. Establishes, enables and executes the IT strategy. Establishes Operations to assure high-quality, compliant IT service provisioning. Ensures effective key result Areas. Simplilearn Solutions Pvt. Ltd. 2011 28 End of Module 1 What it ITIL Process, Function, Technology Life Cycle of Service i.e. SS, SD, ST, SO and CSI We are covering hereon Lifecycle Phases Processes and Functions Tools used for ITSM But before that a quiz ! 28 Covered so far Simplilearn Solutions Pvt. Ltd. 2011 29 Module 1: Quiz Sample question 1: 29 Which of the following is NOT one of the ITIL 2011 core publications?
a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management Simplilearn Solutions Pvt. Ltd. 2011 31 Module 1: Quiz Sample question 3: 31 A service owner is responsible for which of the following?
a) Designing and documenting a Service
b) Carrying out the Service Operations activities needed to support a Service
c) Producing a balanced scorecard showing the overall status of all Services
d) Recommending improvements Simplilearn Solutions Pvt. Ltd. 2011 32 Module 1: Quiz Sample question 4: 32 Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity
a) All of the above
b) 1 only
c) 2 only
d) None of the above Simplilearn Solutions Pvt. Ltd. 2011 33 Module 1: Quiz Sample question 5:
33 Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All of the above
d) None of the above Simplilearn Solutions Pvt. Ltd. 2011 34 Module 1: Quiz Sample question 6: 34 Which of the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
d) All of the above Simplilearn Solutions Pvt. Ltd. 2011 End of Module 1 35 Simplilearn Solutions Pvt. Ltd. 2011 36 Module 2 36 Service Strategy
Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: Understand the Goals and Objectives of Service Strategy
Lesson 1: Service Strategy
37 Simplilearn Solutions Pvt. Ltd. 2011 38 Lesson 1.1: Service Strategy Objectives Shows organization how to transform Service Management into a strategic asset and then think and act in a strategic manner
Helps clarify the relationship between various services, systems or processes and the business models, strategies or objectives they support KEY ROLE: To stop and think about WHY something has to be done, before thinking HOW. 38 Simplilearn Solutions Pvt. Ltd. 2011 39 Lesson 1.2: Key Strategy Questions The objectives of service Strategy are to answer questions such as :
What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders? 39
Process in Service Strategy:
Demand management Service portfolio Management, and Financial management Business Relationship Management
Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
Describe basics of Value Creation through Services Explain Business Case
Lesson 2.0: Key concepts of service strategy 40 Simplilearn Solutions Pvt. Ltd. 2011 41 Lesson 2.1 Key Principles and Models Service Value Creation : Utility & Warranty 41 Value Fit for Purpose ? Fit for Use ? OR AND Performance Supported ? Constraints removed ? Available enough ? Capacity enough ? Continuous enough ? Secure Enough ? Utility Warranty Simplilearn Solutions Pvt. Ltd. 2011 42 Lesson 2.2: Service Value creation: Utility & Warranty Utility Warranty Functionality offered by product /service as the customer views it Promise that the product/service will meet agreed requirements What the customer gets How it is delivered Fitness for purpose Fitness for use Three Characteristics of warranty >Provided in terms of availability/capacity of services >Ensures customer assets continue to receive utility, even if degraded, through major disruptions > Ensures Security for value-creating potential of customer assets Increases performance average Reduces performance variation 42 Simplilearn Solutions Pvt. Ltd. 2011 43 Lesson 2.3: Basics of Value Creation: Service Assets Resources Capabilities Financial Capital Management Infrastructure Organization Applications Processes Information Knowledge People Service Assets Resources and capabilities available to an organization.
Resources the IT infrastructure. People, money and others which might help to deliver an IT service; the assets of an organization.
Capabilities ability to co-ordinate, control, deploy resources; the intangible assets of an organization. 43 Simplilearn Solutions Pvt. Ltd. 2011 44 Lesson 2.4: Service Packages 44 Core Services Package (Basic outcomes desired by the customer.) Supporting Services Package (Enables or Enhances the value proposition ) Service Level Packages (Defines level of utility and warranty provided by Service Package) Availability Levels Capacity Levels Security Levels Service Features Service Support Continuity Simplilearn Solutions Pvt. Ltd. 2011 45 Lesson 2.5: Business Case A decision support and planning tool that projects the likely consequences of a business action
Justification for a significant item of expenditure.
Includes Information about costs, benefits, options, issues, risks and possible problems
Uses qualitative and quantitative terms
Type Business case structure 1. Introduction business objectives addressed 2. Methods and assumptions- boundaries of the business case 3. Business Impacts Financial and non financial 4. Risks and Contingencies 5. Recommendations Specific Actions 45 Simplilearn Solutions Pvt. Ltd. 2011 46 Lesson 2.6: Risk Risk 46 Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat. There are two distinct phases. Risk Analysis and Risk Management. Risk analysis is concerned with gathering information about exposure to risk so that the organization can make appropriate decisions and manage risk appropriately. Risk management supports critical decision making process, in terms of evaluating and selecting controls. Management of risk covers a wide range of topics, including business continuity management (BCM), security, program/Project risk management and operational service management.
Simplilearn Solutions Pvt. Ltd. 2011 47 Lesson 2.9: Service Management Technology & Automation Automation (Tools) are extremely useful to improve utility and warranty of services:
Real time and historical data for analysis
Correlation of data from multiple devices
Service Impact analysis for prioritization
Service Performance optimization 47 Simplilearn Solutions Pvt. Ltd. 2011 48 Lesson 2.9: Service Management Technology & Automation Automation of service processes helps improve the quality of service, reduce costs and reduce risks by reducing complexity and uncertainty, and by efficiently resolving trade-offs.
Some of the areas where service management can benefit from automation Design and modeling Service catalogue Pattern recognition and analysis Classification, prioritization and routing Detection and monitoring Optimization. 48 Simplilearn Solutions Pvt. Ltd. 2011 49 Lesson 2.9: Service Management Technology & Automation Service Management Tools functionality include:
Self Help: a web front-end offering a menu-driven range of Self-Help and Service Requests with a direct interface into the back-end process- handling software.
Workflow or Process Engine: should allow responsibilities, activities, timescales, escalation paths and alerting to be pre-defined and then automatically managed.
Integrated CMS: CIs, Relationships, Records related to incidents, problems, KE & Change
Discovery/Deployment technology: populate or verify CMS data, assist in license management, ability to deploy new software at target locations 49 Simplilearn Solutions Pvt. Ltd. 2011 50 Lesson 2.9: Service Management Technology & Automation Service Management tools functionality include (contd.)
Remote Control: allow relevant support groups to take control of the user desktops Diagnostic scripts & utilities Reporting & Dashboards 50 Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able Objectives and basic concepts of the four processes in Service Strategy: Demand Management, Service Portfolio Management Financial Management Business Relationship Management
Lesson 3.0: Service Strategy Process 51 Simplilearn Solutions Pvt. Ltd. 2011 52 Lesson 3.1: Demand Management: Objectives 52 The primary objective of Demand Management is to assist the IT Service Provider in understanding and influencing Customer demand for services and the provision of Capacity to meet these demands.
Other objectives include:
Identification and analysis of Patterns of Business Activity (PBA) and user profiles (UP) that generate demand.
Utilizing techniques to influence and manage demand in such a way that excess capacity is reduced but the business and customer requirements are still satisfied. Simplilearn Solutions Pvt. Ltd. 2011 53 Lesson 3.2: Managing Demand for Services 53 Service Process Demand Pattern Service Belt Delivery Schedule Demand Management Capacity Management Plan Patterns of Business Activity Simplilearn Solutions Pvt. Ltd. 2011 54 Lesson 3.3: PBA and UP Pattern of Business Activity (PBA) Workload profile of one or more business activities Varies over time Represents changing business demands
User Profile Pattern of user demand for IT services Each user profile includes one or more PBAs 54 Simplilearn Solutions Pvt. Ltd. 2011 55 Lesson 3.4: What is a Service Portfolio? Service Portfolio 55 Service Portfolio Customer 2 Market Space 2 Service Improve -ment Plan Third Party Services Market Space 1 Customer 1 Customer 3 Market Space 3 The Service Portfolio represents the commitments and investments made by a service provider across all customers and market spaces.
It also includes the ongoing service improvement plans and third party services. Simplilearn Solutions Pvt. Ltd. 2011 56 Retired Services Lesson 3.5: Components of Service Portfolio 56 Service Operations Common Pool of resources Third Party Catalog Service Design Customers Market Spaces Continual service Improvement Service Pipeline Service Catalog Service Portfolio Service Transition Resources Released Return on Assets earned during Service Operations Resources Engaged Components of Service Portfolio Simplilearn Solutions Pvt. Ltd. 2011 57 Lesson 3.6: Financial Management: Goals and Objectives 57 Business IT Business Opportunities Technology Capabilities Financial Management Simplilearn Solutions Pvt. Ltd. 2011 58 Lesson 3.7: Financial Management: Activities Activities 58 Budgeting Accounting Chargeback Predicting the expected future requirements for funds to deliver the agreed upon services and monitoring adherence to the defined budgets. Enables the IT organization to account fully for the way its money is spent. Charging customers for their use of IT Services. Demand Modeling Working with the process of Demand Management to anticipate usage of services by the business and the associated financial implications of future service demand. Simplilearn Solutions Pvt. Ltd. 2011 59 Lesson 3.8: Financial Management: Benefits Benefits 59 Enhanced decision making.
Increased speed of change.
Improved Service Portfolio Management.
Financial compliance and control.
Improved operational control.
Greater insight and communication of the value created by IT services.
Increased visibility of IT leading to increased perception of IT Simplilearn Solutions Pvt. Ltd. 2011 60 Lesson 3.9: Business Relationship Management: Purpose 60 The purpose of Business Relationship Management are
To establish and maintain relationship between the service provider and customer
To identify customer needs and ensure that the service provider is able to meet these needs
Simplilearn Solutions Pvt. Ltd. 2011 61 Lesson 4.0: Business Relationship Activities 61 Following are the two key activities
Being the voice of the service provider to the customer
Being the voice of the customer to the service provider Simplilearn Solutions Pvt. Ltd. 2011 62 Lesson 4.1:Business Relationship Mgmt: Role Business Relationship Manager 62 Responsible for the interaction and the communication with customers
Could easily combine with the Service level Manager to create seamless conduit from customer to service provider capabilities used to ensure value Simplilearn Solutions Pvt. Ltd. 2011 End of Service Strategy Module 63 Objectives and Key concepts of Service Strategy Service Strategy processes. Simplilearn Solutions Pvt. Ltd. 2011 64 Module 2: Quiz Question 1: 64 Which ITIL process is responsible for drawing up a charging system ?
a) Availability Management
b) Capacity Management
c) Financial Management for IT Services
d) Service Level Management Simplilearn Solutions Pvt. Ltd. 2011 65 Module 2: Quiz Question 2: 65 A Service Level Package is best described as?
a) A description of customer requirements used to negotiate a Service Level Agreement
b) A defined level of utility and warranty associated with a core service package
c) A description of the value that the customer wants and for which they are willing to pay
d) A document showing the Service Levels achieved during an agreed reporting period Simplilearn Solutions Pvt. Ltd. 2011 66 Module 2: Quiz Question 3: 66 The utility of a service is best described as:
a) Fit for design
b) Fit for purpose
c) Fit for function
d) Fit for use
Simplilearn Solutions Pvt. Ltd. 2011 67 Module 2: Quiz Question 4: 67 The contents of a service package include:
a) Base Service Package, Supporting Service Package, Service Level Package
b) Core Service Package, Supporting Process Package, Service Level Package
c) Core Service Package, Base Service Package, Service Support Package
d) Core Service Package, Supporting Services Package, Service Level Packages Simplilearn Solutions Pvt. Ltd. 2011 68 Module 2: Quiz Question 5: 68 Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Simplilearn Solutions Pvt. Ltd. 2011 69 Module 2: Quiz Question 6: 69 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom? 2: How do we differentiate ourselves from competing alternatives? 3: How do we truly create value for our customers?
a) 1 only
b) 2 only
c) 3 only
d) All of the above Simplilearn Solutions Pvt. Ltd. 2011 70 Module 3 70 Service Design
Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
Understand the Goals and Objectives of Service Design Understand the Value Service Design provides to the Business.
Lesson 1.0 Service Design 71 Simplilearn Solutions Pvt. Ltd. 2011 72 Lesson 1.1: Service Design Objectives To convert the strategic objectives defined during Service Strategy into Services and Service Portfolios.
To use a holistic approach for design to ensure integrated end-to- end business related functionality and quality.
To ensure consistent design standards and conventions are followed in all services and processes being designed. 72 Simplilearn Solutions Pvt. Ltd. 2011 73 Lesson 1.2: Value to Business 73 Reduced Total Cost of Ownership (TCO)
Improved quality of service
Improved consistency of service
Easier implementation of new or changed services
Improved service alignment
More effective service performance
Improved IT governance
More effective Service Management and IT processes
Improved information and decision-making Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: Understand the importance of People, Processes, Products and Partners for Service Management. Understand the five major aspects of Service Design. Explain Service Design Package
Lesson 2.0: Service Design Key Concepts 74 Simplilearn Solutions Pvt. Ltd. 2011 75 Lesson 2.1: 4 Ps in Service Management 75 People Products Partners Processes IT Service Management Skills Organisation Experience Suppliers Manufacturers Vendor Services Technology Tools Activities RACI Dependencies Simplilearn Solutions Pvt. Ltd. 2011 76 Lesson 2.2: Major Aspects of Service Design 76 New or Changed Service Solutions Design
Service Management systems and tools design
Technology and Management architectures design
Processes design
Measurement systems design Simplilearn Solutions Pvt. Ltd. 2011 77 Lesson 2.3: Service Design Package 77 Defines all aspects of an IT Service and its requirements through each stage of its lifecycle. A service Design package is produced for every new IT service, a major change or for retiring a service. Business requirements Service Transition Plan Service Program Organisational Readiness Service Design & Topology Service Acceptance Criteria Service Operational Acceptance Plan Service Level Requirements Service Functional Requirements Service Contacts Service Applicability Contents of a Service Design Package Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: State the Objectives and basic concepts of the following processes Service Catalog Management Service Level Management Supplier Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Design Coordination Lesson 3.0: Service Design Processes 78 Simplilearn Solutions Pvt. Ltd. 2011 79 Lesson 3.1: Service Catalogue Management: Objectives 79 Objectives To provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it. To ensure that a Service Catalog is produced, maintained, and kept current, containing accurate information on all operational services and those being prepared to be run operationally. Key terms Business Service Catalog Technical Service Catalog Simplilearn Solutions Pvt. Ltd. 2011 80 Lesson 3.2: Service Catalogue Management: Key Terms 80 Business Service Catalog Details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue. Technical Service Catalog Contains the details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business. Simplilearn Solutions Pvt. Ltd. 2011 81 Lesson 3.3: Service Level Management: Objectives 81 Objectives To ensure an agreed level of IT service is provided for all current IT services, and future services have an achievable target. To define , document, agree on, monitor measure, report and review the level of IT services provided. To provide and improve the relationship and communication with the business and customers. Proactive measures to improve the levels of service delivered are implemented in a cost- justified manner. Key terms Service Level requirements (SLRs), Service Catalog, Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning contract (UPC) Simplilearn Solutions Pvt. Ltd. 2011 82 Continual Service Improvement Service Design Lesson 3.4: Service Level Management: Process Activities 82 Design and Plan SLAs Negotiate & Agree SLA Improvement Determine and Document Requirements Monitor Service Performance Produce Service Reports Conduct Service review and Instigate Service Improvement Negotiate & Agree Simplilearn Solutions Pvt. Ltd. 2011 83 Lesson 3.5: Service Level Management: Terminology 83 Service Level requirements (SLR) Detailed recording of the Customers needs, forming the basis for design criteria for a new or modified service. Service Catalog A written statement of available IT services, default levels, options, prices and identification of which business processes or customers use them. Service Level Agreement (SLA) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level targets, and specifies the responsibilities of the IT Service Provider and the Customer. Operational Level Agreement (OLA) Internal agreement with another function of the same organization which supports the IT service provider in their delivery of services. Underpinning Contract (UPC) Contract with an external supplier that supports the IT organization in their delivery of services. SLAM Chart A Service Level Agreement Monitoring(SLAM) Chart is used to help monitor and report achievements against Service Level Targets. Simplilearn Solutions Pvt. Ltd. 2011 84 Storage Services Email Services Network Services Storage Services
Service Desk
Hardware
Software
Applications
Storage IT Infrastructure OLA Lesson 3.6: Service Level Management: Key Terms Illustrated 84 Payroll Business Process Business Process Business Process S L A External Supplier U P C U P C U P C OLA OLA OLA Simplilearn Solutions Pvt. Ltd. 2011 85 Lesson 3.7: Service Level Management: Designing SLA Structures 85 Customer A Customer B Customer C Service X (Tea) Service Y (Coffee) Service Z (Juice) Service Based Customer Based Corporate Customer A Customer B Service X (Tea) Service Y (Coffee) Service Z (Juice) Corporate Level SLA Customer Level SLA Service Level SLA Customer Based vs. Service Based SLAs Multi Level SLAs Simplilearn Solutions Pvt. Ltd. 2011 86 Lesson 3.8: Service Level Management: SLA Content 86 Introduction to the SLA. Service description Mutual Responsibilities Scope of SLA Applicable Service Hours Service Availability Reliability Customer Support Agreements Relationship and Escalation contacts Service Performance Metrics Security Costs and Charging Mechanisms. Service Level Agreement for Service XYZ Simplilearn Solutions Pvt. Ltd. 2011 87 Lesson 3.9: Supplier Management: Objectives 87 Objectives To manage suppliers and the services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained. Ensure that underpinning contracts and agreements with suppliers are aligned to business needs. Manage relationships with suppliers. Negotiate and agree contracts with suppliers. Manage supplier performance. Maintain a supplier policy and a supporting Supplier and Contract Database (SCD). Key terms Supplier and Contract Database (SCD) Simplilearn Solutions Pvt. Ltd. 2011 88 Lesson 3.10: Supplier Management: Supplier and Contract Database 88 Supplier & Contract Database (SCD) Supplier and Contracts Evaluation Establish new suppliers and Contracts Supplier & Contract Management & performance Contract Renewal And/or termination Supplier categorization and Maintenance of the SCD Supplier Strategy & Policy Simplilearn Solutions Pvt. Ltd. 2011 89 Lesson 3.11: Supplier Management: Relationship with Service Level Management 89 Service Level Management Supplier Management Service Level Agreements (SLA) Underpinning Contracts (UCs) External Suppliers Supplier Management
To ensure the UCs are aligned with SLRs and SLAs by managing relationships with Supplier. Simplilearn Solutions Pvt. Ltd. 2011 90 Lesson 3.12: Capacity Management: Objectives 90 Objectives To ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner. Produce and maintain an appropriate and up-to- date Capacity Plan. Provide advice and guidance to the business and IT on all capacity and performance-related issues Ensure that service performance achievements meet or exceed all of their agreed performance targets. Key terms Capacity plan/ CMIS Business capacity management Service capacity management Resource/Component capacity management Simplilearn Solutions Pvt. Ltd. 2011 91 Lesson 3.13: Capacity Management: A Balancing Act 91 Supply Resources Components Demand Performance Capacity Cost Simplilearn Solutions Pvt. Ltd. 2011 92 Lesson 3.14: Capacity Management: Process Activities 92 Review Current Capacity and Performance Plan new Capacity Capacity performance reports & data Forecasts Capacity Plans Capacity Management Information System (CMIS) Assess, Agree & Document new Requirements & Capacity Improve Current service and component capacity Simplilearn Solutions Pvt. Ltd. 2011 93 Lesson 3.15: Capacity Management: Sub Process 93 Business Capacity Management Translates business needs and plans into requirements for service and IT infrastructure, ensuring that the future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion. Service Capacity Management Management, control and prediction of the end-to- end performance and capacity of the live, operational IT services usage and workloads. Ensure that the performance of all services, as detailed in service targets within SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported. Component Capacity Management Management, control and prediction of the performance, utilization and capacity of individual IT technology components. Simplilearn Solutions Pvt. Ltd. 2011 94 Lesson 3.16: Availability Management Process: Objectives 94 Objectives To ensure that the level of Service Availability delivered in all services is matched to or exceeds the current and future business requirements, in a cost-effective manner. To provide a point of focus and management for all availability-related issues. Produce and maintain an appropriate and up-to- date Availability Plan. Ensure that proactive measures to improve the availability of services are implemented wherever it is cost-justifiable to do so. Key terms Availability, Reliability, Maintainability, Serviceability Vital business Functions (VBF) Expanded Incident Lifecycle & MTRS, MTBF, MTBSI Simplilearn Solutions Pvt. Ltd. 2011 95 Lesson 3.17: Availability Management: Key Terms explained 95 Availability The percent time of agreed service hours the component or service is available. Reliability A measure of how long a component or IT Service can perform its agreed operation without interruption. Maintainability A measure of how quickly and effectively a component or IT Service can be restored to normal working after a Failure. Serviceability The ability of a Third-Party Supplier to meet the terms of its Contract. This Contract will include agreed levels of Reliability, Maintainability or Availability for an IT service or component. Simplilearn Solutions Pvt. Ltd. 2011 96 Lesson 3.18: Availability Management: Key Terms explained..contd. 96 Vital business Functions (VBFs) The business critical elements of the business process supported by an IT Service. Typically this will be where more effort and investments will be spent to protect these vital business functions. Service Availability All aspects of service availability and unavailability and the impact of component availability, or the potential impact of component unavailability on service availability. Component Availability All aspects of component availability and unavailability. Simplilearn Solutions Pvt. Ltd. 2011 97 D o w n t i m e
Lesson 3.19: Availability Management: Expanded Incident Lifecycle 97 U p t i m e
U p t i m e
Time to detect Time to Record Time to Diagnose Time to Repair Time to Recover Time to Restore I n c i d e n t
1
I n c i d e n t
2
D e t e c t
R e c o r d
D i a g n o s e
R e p a i r e d
R e c o v e r e d
R e s t o r e d
Mean Time to Restore Service (MTRS) Mean Time to between system incidents (MTBSI) Mean Time Between Failures (MTBF) Simplilearn Solutions Pvt. Ltd. 2011 98 Lesson 3.20: IT Service Continuity Management: Objectives 98 Objectives To support the overall Business Continuity Management (BCM) process by ensuring that the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk) can be resumed within required, and agreed, business timescales. Maintain a set of IT Service Continuity Plans and IT recovery plans that support the overall Business Continuity Plans (BCPs) of the organization.
Key terms Business Continuity Planning (BCP) Business Impact Analysis (BIA) Business Continuity Management (BCM) Risk Analysis Simplilearn Solutions Pvt. Ltd. 2011 99 Lesson 3.21: IT Service Continuity Management: Key Terms Explained 99 Business Continuity Management (BCM) Strategies and actions to take place to continue Business Processes in the case of a disaster. It is essential that the ITSCM strategy is integrated into and a subset of the BCM strategy. Business Impact Analysis (BIA) Quantifies the impact loss of IT service would have on the business. Identifies the most important services to the organisation and is therefore critical input to Strategy Vital Business Functions (VBFs) The business critical elements of the business process supported by an IT Service. Typically this will be where more effort and investments will be spent to protect these vital business functions. Simplilearn Solutions Pvt. Ltd. 2011 100 Lesson 3.22: IT Service Continuity Management: Key Terms Explained..contd 100 Risk Possibility of an event occurring that could cause harm or loss, or affect the ability to achieve Objectives. A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred. Risk Assessment Identification & Evaluation of Assets, Threats and Vulnerabilities that exist to business processes, IT services, IT infrastructure and other assets. Risk Management Identifying appropriate risk responses or cost- justifiable countermeasures to combating identified risks. Simplilearn Solutions Pvt. Ltd. 2011 101 Lesson 3.23: IT Service Continuity Management: Lifecycle Activities 101 Initiation Requirements & Strategy Implementation On Going Operations Business Continuity Strategy Business Continuity Plans Invocation Simplilearn Solutions Pvt. Ltd. 2011 102 Lesson 3.24: Information Security Management: Objectives 102 Objectives To align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities. To protect the interests of those relying on information, and the systems and communications that deliver the information, from harm resulting from failures of availability, confidentiality and integrity. Key terms Availability, Confidentiality, Integrity Information Security policy Information Security Management System (ISMS) Simplilearn Solutions Pvt. Ltd. 2011 103 Lesson 3.25: Information Security Management: Key Terminology 103 Confidentiality Protecting information against unauthorized access and use. Examples: Passwords, swipe cards, firewalls Integrity Accuracy, completeness and timeliness of services, data information, systems and physical locations. Examples: Rollback mechanisms, test procedures, audits. Availability The information should be accessible at any agreed time. This depends on the continuity provided by the information processing systems. Examples: UPS, resilient systems, Service desk hours Simplilearn Solutions Pvt. Ltd. 2011 104 Lesson 3.26: Information Security Management: Security Framework 104 Information Security Framework Information Security Strategy Information Security Organisation Information Security Management System Information Security Policy Information Security Controls Information Security Processes Management of Security Risks > Communications Strategy > Training & Awareness Strategy Simplilearn Solutions Pvt. Ltd. 2011 105 Lesson 3.27: Information Security Management: Security Policy 105 An overall Information Security Policy Use and misuse of IT assets policy Access control policy Password control policy E-mail policy internet policy Anti-virus policy Information classification policy Document classification policy Remote access policy Policy for supplier access of IT service, information and components Asset disposal policy. Audience for Security Policy These policies should be widely available to all customers and users, and their compliance should be referred to in all SLRs, SLAs, contracts and agreements. Security Policy Contains. Simplilearn Solutions Pvt. Ltd. 2011 106
Lesson 3.28: Information Security Mgmt: Information Security Management System (ISMS) 106 Interested Parties (Customers, Suppliers etc.) Interested Parties (Customers, Suppliers etc.) Internal audit External audit Self assessments Security Incidents Learn Improve Plan Implement Awareness, Classification Personnel Security Physical Security Systems Security Security Incident Procedures Service level Agreements (SLAs) Underpinning Contracts (UCs) Operational level agreements (OLAs) Policy Statements Plan Implement Evaluate Maintain Information Security Requirements & Expectations Managed Information Security Control Organize Establish framework Allocate responsibilities Simplilearn Solutions Pvt. Ltd. 2011 107 107 Design Coordination main objectives are
Ensuring consistent design of services
Coordination of all design activities across projects
Maintaining Governance
Lesson 3.29: Design Coordination - Objectives Simplilearn Solutions Pvt. Ltd. 2011 108 108 Some aspects of the governance that Design Coordination can bring includes
Assisting and supporting each project through all the activities and processes
Maintaining policies and guidelines for service design activities
Planning and forecasting of the resources for future demand
Ensuring that all the requirements are appropriately addressed in service designs
Lesson 3.31: Design Coordination - Keywords Simplilearn Solutions Pvt. Ltd. 2011 End of Module 3 110 Simplilearn Solutions Pvt. Ltd. 2011 Service Design :Quiz 111 Simplilearn Solutions Pvt. Ltd. 2011 112 Module 3 : Quiz Question 1: Which of the following is NOT one of the five individual aspects of Service Design?
112 A. The design of the Service Portfolio, including the Service Catalogue
B. The design of new or changed services
C. The design of Market Spaces
D. The design of the technology architecture and management systems Simplilearn Solutions Pvt. Ltd. 2011 113 Module 3 : Quiz Question 2: 113 Which of the following is MOST concerned with the design of new or changed services?
A. Change Management
B. Service Transition
C. Service Strategy
D. Service Design Simplilearn Solutions Pvt. Ltd. 2011 114 Module 3 : Quiz Question 3: 114 Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners Simplilearn Solutions Pvt. Ltd. 2011 115 Module 3 : Quiz Question 4: 115 What is the MAIN goal of Availability Management?
A. To monitor and report availability of components
B. To ensure that all targets in the Service Level Agreements (SLAs) are met
C. To guarantee availability levels for services and components
D. To ensure that service availability matches or exceeds the agreed needs of the business Simplilearn Solutions Pvt. Ltd. 2011 116 Module 3 : Quiz Question 5 : 116 The Information Security Policy should be available to which groups of people?
A. Senior business managers and all IT staff only
B. Senior business managers, IT executives and the Information Security Manager only
C. All customers, users and IT staff
D. Information Security Management staff only Simplilearn Solutions Pvt. Ltd. 2011 117 Module 3 : Quiz Question 6 : 117 Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs) 2: Evaluation and selection of suppliers 3: Ongoing management of suppliers
A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only D. All of the above Simplilearn Solutions Pvt. Ltd. 2011 118 Module 4 118 Service Transition
Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
Understand the Goals and Objectives of Service Transition Explain What value Service Transition provides to the Business
Lesson 1.0: Service Transition 2 Simplilearn Solutions Pvt. Ltd. 2011 120 Lesson 1.1: Service Transition Goals Assure proposed changes in the Service Design package are realized. Plan for and Implement the Deployment of Releases for New or Changed Services. Test Releases so as to minimize the possibility of undesirable impact to the Production environment. Retire or Archive Services. KEY ROLE: To move Services from Design to Operations, without impacting the ongoing Services 3 Simplilearn Solutions Pvt. Ltd. 2011 121 Lesson 1.2: Service Transition Objectives Plan and manage the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates.
Ensure there is minimal unpredicted impact on the production services, operations and support organization.
Increase the customer, user and Service Management staff satisfaction with the Service Transition practices including deployment of the new or changed service, communications, release documentation, training and knowledge transfer.
Increase proper use of the services and underlying applications and technology solutions. 4 Simplilearn Solutions Pvt. Ltd. 2011 122 Lesson 1.3: Value to Business 122 The capacity of the business to respond quickly and adequately to changes in the market improves.
Changes in the business as a result of takeovers, contracting, etc. are well managed.
More successful changes and releases for the business.
Better compliance of business and governing rules.
Less deviation between planned budgets and the actual costs
Better insight into the possible risks during and after the input of a service into production.
Higher productivity of customer staff Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
Understand Configuration Item Understand Configuration Management System
Lesson 2.0: Service Transition: Key Principles and Models 5 Simplilearn Solutions Pvt. Ltd. 2011 124 Lesson 2.2: Configuration Item (CI) 124 Anything that needs to be managed in order to deliver an IT Service.
CI information is recorded in the Configuration Management System.
CI information is maintained throughout its lifecycle by Configuration Management.
All CIs are subject to Change Management control.
CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs Simplilearn Solutions Pvt. Ltd. 2011 125 Lesson 2.3: Configuration Management System (CMS) 125 Information about all Configuration Items CI may be entire service, or any component Stored in 1 or more databases (CMDBs)
CMS stores attributes Any information about the CI that might be needed
CMS stores relationships Between CIs With incident, problem, change records etc.
CMS has multiple layers Data sources and tools, information integration, knowledge processing (scorecards, dashboards etc.), presentation Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to understand Objectives and basic concepts of the four processes in Service Transition: Transition, Planning and Support Change Management Service Asset and Configuration Management Release and Deployment management, And Knowledge Management
Lesson 3.0: Service Transition Processes 126 Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: State the Goals, Objectives and basic concepts of Transition, Planning and Support Lesson 3.0.1: Transition, Planning and Support 127 Simplilearn Solutions Pvt. Ltd. 2011 128 Lesson 3.0.2:Transition, Planning and Support- Goals and Objectives 128 The Objectives of Transition, Planning and Support are
Successful Planning and coordination of resources Ensuring common framework Proper planning for aligning customer and business change projects with Service Transition plans Simplilearn Solutions Pvt. Ltd. 2011 129 Lesson 3.0.3:Transition, Planning and Support Activities- Purpose 129 The purpose of the Transition, Planning and Support activities are:
Planning appropriate capacity and resources Provide support for the Service Transition teams and people Integrity of changes with all other Service Transition processes Coordination of activities across projects, suppliers and service teams Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: State the Goals, Objectives and basic concepts of Change Management Lesson 3.1: Change Management 130 Simplilearn Solutions Pvt. Ltd. 2011 131 Lesson 3.2: Change Management : Goals and Objectives Goals and Objectives: 131 Respond to changing business requirements
Respond to Business and IT requests to align Services with business needs. Ensuring Changes are introduced in a controlled manner. Optimize business risk Implement changes successfully Implement changes in times that meet business needs Use standard processes Record all changes Simplilearn Solutions Pvt. Ltd. 2011 132 Lesson 3.3: Change Management : Scope Scope 132 Addition, Modification or Removal of
Any Service or Configuration Item or associated documentation
Including Strategic, Tactical and Operational changes
Excluding Business strategy and process Anything documented as out of scope Simplilearn Solutions Pvt. Ltd. 2011 133 Lesson 3.4: Change Management : Change Types Normal changes Types are specific to the organization Type determines what assessment is required
Standard changes Pre-authorized with an established procedure Tasks are well known, documented and low risk (usually) E.g replacement of faulty printer, upgrade PC etc.
Emergency changes Business criticality means there is insufficient time for normal handling Should use normal process but speeded up Impact can be high, more prone to failure, Should be kept to minimum
133 Change Types Remediation planning Backout Plans Simplilearn Solutions Pvt. Ltd. 2011 134 Lesson 3.5: Change Management : Change Flow 134 Simplilearn Solutions Pvt. Ltd. 2011 135 Lesson 3.7: Change Management : Roles in Change Management Change Manager Ensures that process is followed Usually authorizes minor changes Coordinates and runs CAB meetings Produces change schedule Coordinates change/built/test/implementation Reviews/Closes Changes
135 Simplilearn Solutions Pvt. Ltd. 2011 136 Lesson 3.8: Change Management : Change Advisory Board (CAB) Change Advisory Board (CAB) Supports the change manager Consulted on significant changes Business, users, application/technical support, operations, service desk, capacity, service continuity, third parties people who have clear understanding of business needs Technical specialists / consultants
Emergency CAB (ECAB) Subset of the standard CAB Membership depends on the specific change
Effectiveness Percentage of changes which met requirements Reduction in disruptions, defects and re-work Reduction in changes failed/backed out Number of incidents attributable to changes
Efficiency Benefits (value compared to cost) Average time to implement (by urgency/priority/type) Percentage accuracy in change estimates Simplilearn Solutions Pvt. Ltd. 2011 138 Lesson 3.10: Change Management : Key Challenges 138 Business pressure to just do it
Inaccurate and incomplete Configuration Management System
Soiled Technical Function areas
Misunderstanding of Emergency changes
Scalability across large organizations
Vendor/Contract Compliance
Adhoc nature of people Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: State the goals, objectives and basic concepts of Service Asset and Configuration Management Lesson 3.11: Service Asset and Configuration Management 139 Simplilearn Solutions Pvt. Ltd. 2011 140 Lesson 3.12: Service Asset and Configuration Management: Goals and Objectives 140 The goal of SACM is to provide a logical model of the IT infrastructure correlating IT services and different IT components (physical, logical etc) needed to deliver these services
The objective of SACM is to define and control the components of services and infrastructure and maintain accurate configuration records. This enables an organization to comply with corporate governance requirements, control its asset base, optimize its costs, manage change and release effectively, and resolve incidents and problems faster. Simplilearn Solutions Pvt. Ltd. 2011 141 Lesson 3.13: Service Asset and Configuration Management: Basic Concepts Basic Concepts What is a Configuration Item (CI) ?
141 Anything that needs to be managed in order to deliver an IT Service
CI information is recorded in the Configuration Management System
CI information is maintained throughout its lifecycle by Configuration Management
All CIs are subject to Change Management control
CI Types : CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs Simplilearn Solutions Pvt. Ltd. 2011 142 Lesson 3.13: Service Asset and Configuration Management: Basic Concepts Configuration baseline Configuration details captured at a specific point in time. This captures both the structure and details of a configuration Item. It is used as a reference point for future Builds, Releases and Changes. (e.g. After major changes, disaster recovery etc). Typically managed through the Change Management process. 142 Basic Concepts Simplilearn Solutions Pvt. Ltd. 2011 143 Lesson 3.13: Service Asset and Configuration Management: Basic Concepts: Contd.. Basic Concepts What is a Configuration Management System (CMS) ?
143 Information about all Configuration Items CI may be an entire service, or any component Stored in 1 or more databases (CMDBs) CMS stores attributes Any information about the CI that might be needed CMS stores relationships Between CIs With incident, problem, change records etc. CMS has multiple layers Data sources and tools, information integration, knowledge processing (scorecards, dashboards etc.), presentation Simplilearn Solutions Pvt. Ltd. 2011 144 Lesson 3.13: Service Asset and Configuration Management: Basic Concepts: Contd.. Basic Concepts What is a Definitive Media Library (DML) ?
144 The only source for build and distribution Master copies of all software assets In house, external software houses Scripts as well as code Management tools as well as applications Including licenses Quality checked Complete, correct, virus scanned ..
Simplilearn Solutions Pvt. Ltd. 2011 145 Lesson 3.14: Service Asset and Configuration Mgmt..: Basic Concepts: CMDB & DML Basic Concepts DML and CMDB
145 Simplilearn Solutions Pvt. Ltd. 2011 146 Lesson 3.16: Service Asset and Configuration Mgmt.: Basic Concepts: Relationship between CMDB, CMS and SKMS 146 CMDB CMS SKMS Informed Decision Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: State the goals, objectives and basic concepts of Release and Deployment Management Lesson 3.17: Release and Deployment Management 147 Simplilearn Solutions Pvt. Ltd. 2011 148 Lesson 3.18: Release and Deployment Management: Goals 148
Release management is responsible for planning, scheduling, and controlling the movement of new or changed services, in the form of a release package, to both the testing and the live production environments Deployment management is responsible for the movement of new or changed hardware, software, documentation, or other configuration items into the live production environment.
Simplilearn Solutions Pvt. Ltd. 2011 149 Lesson 3.19: Release and Deployment Management: Objectives 149 Planned Release and Deployment in line to the business needs Build, Install, Test and Integrate releases Efficiently, successfully and on schedule. With minimal impact on production services, operations, and support teams Enabling new or changed services to deliver agreed service requirements Control and minimize the impact of releases to the ongoing services Transfer knowledge and skills to end users and support teams, leading to an effective use and support
Simplilearn Solutions Pvt. Ltd. 2011 150 Lesson 3.20: Release and Deployment Management: Basic Concepts: Release Policy 150 Release Policy: The overarching strategy for Releases and was derived from the Service Design phase of the Service Lifecycle and typically includes:
Release Description with the unique identification, numbering and naming conventions. The roles and responsibilities at each stage in process. The expected frequency for each type of release The approach for accepting and grouping changes into a release. The mechanism to automate the build, installation and release distribution processes to improve re-use, repeatability and efficiency How the configuration baseline for the release is captured and verified against the actual release contents, e.g. hardware, software, documentation and knowledge Exit and entry criteria and authority for acceptance of the release into each Service Transition stage and into the controlled test, training, disaster recovery and production environments Criteria and authorization to exit early life support and handover to Service Operations. Simplilearn Solutions Pvt. Ltd. 2011 151 151
Release unit - Cls that are normally released together - Typically includes sufficient components to perform a useful function. For example - Fully configured desktop PC, payroll applications
Release package - Single release or many related releases - Can include hardware, software, utility, warranty, documentation, training Lesson 3.21: Release and Deployment Management: Basic Concepts: Release Unit Simplilearn Solutions Pvt. Ltd. 2011 152 152 Release Types Major Release: Containing large proportions of new functionalities. Also known as a Major Upgrade, generally supersedes all preceding minor upgrades.
Minor Release: Contains small enhancements and fixes. A Minor Upgrade or release generally supersedes previous emergency fixes.
Emergency Release: Normally linked to an Emergency change. Lesson 3.21: Release and Deployment Management: Basic Concepts: Release Types Simplilearn Solutions Pvt. Ltd. 2011 153 153 Release and Deployment Approaches
Big bang versus phased approach Phased approach can be users, locations, functionality ..
Push versus Pull deployment
Automated versus manual deployment Lesson 3.22: Release and Deployment Mgmt. Basic Concepts: Release and Deployment Approaches Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to: State the goals, objectives and basic concepts of Knowledge Management Lesson 3.23: Knowledge Management 154 Simplilearn Solutions Pvt. Ltd. 2011 155 Lesson 3.24: Knowledge Management: Goals and Objectives 155 The goal of Knowledge Management is to Improve quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle
The objective of Knowledge Management is to ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decisions.
Simplilearn Solutions Pvt. Ltd. 2011 156 Lesson 3.25: Knowledge Management: Purpose 156 Knowledge Management is The process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization.
The primary purpose of knowledge Management is to improve efficiency and effectiveness by reducing the need to rediscover knowledge.
Simplilearn Solutions Pvt. Ltd. 2011 157 Lesson 3.26: Knowledge Management: Basic Concepts: DIKW 157 Simplilearn Solutions Pvt. Ltd. 2011 158 Lesson 3.27: Knowledge Management: Service Knowledge Management System 158 Simplilearn Solutions Pvt. Ltd. 2011 159 Lesson 3.28: Knowledge Management: SKMS 159 A set of tools for managing knowledge and information.
SKMS includes CMS.
SKMS contains all the information needed to manage the lifecycle of IT Services.
Simplilearn Solutions Pvt. Ltd. 2011 Service Transition : Summary 160 Goals and Objectives Service Transition processes: Transition, Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Knowledge Management
Simplilearn Solutions Pvt. Ltd. 2011 Service Transition : Quiz 161 Simplilearn Solutions Pvt. Ltd. 2011 162 Module 4: Quiz Question 1: 162 Which of the following statements about a standard change is INCORECT ?
a) A Standard change is a low risk change
b) Standard changes are pre-authorized changes
c) Standard changes are authorized by E-CAB
d) Standard changes are only raised by Incident Management Simplilearn Solutions Pvt. Ltd. 2011 163 Module 4: Quiz Question 2: 163 Which statement is the CORRECT statement about the relationship between CMS and SKMS ?
a) The SKMS is a part of the CMS
b) The CMS is a part of the SKMS
c) There is no relationship between the CMS and SKMS
d) The CMS and the SKMS are the same Simplilearn Solutions Pvt. Ltd. 2011 164 Module 4: Quiz Question 3: 164 Whish of the following is an activity of SACM ?
a) Account for all the Financial assets of an organization
b) Specify the relevant attributes of CI
c) Implement ITIL across the organization
d) Design Service models to justify ITIL implementations
Simplilearn Solutions Pvt. Ltd. 2011 165 Module 4: Quiz Question 4: 165 Which of the following does Service Transition provide guidance on: 1. Moving New and Changed Services to production 2. Testing and Validation 3. Transfer of services to and from external service provider
a) All of the above
b) None of the above
c) Only 1 and 2
d) Only 1 Simplilearn Solutions Pvt. Ltd. 2011 166 Module 4: Quiz Question 5: 166 Which of the following is an INCORRECT Release and Deployment approach?
a) Propagate and Consolidate
b) Push and Pull
c) Big bang and Phased
d) Automated and Manual Simplilearn Solutions Pvt. Ltd. 2011 167 Module 4: Quiz Question 6: 167 Which of the following would be stored in the DML? 1. Copies of Purchased software 2. Copies of Internally developed software 3. Relevant License documentation 4. The Change schedule
a) All of the above
b) 1 and 2 only
c) 3 and 4 only
d) 1, 2 and 3 only Simplilearn Solutions Pvt. Ltd. 2011 168 Module 5 168 Service Operations
Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
Understand the Goals and Objectives of Service Operations Briefly Explain What Value Service Operations provide to business Understand Key Concepts & definitions Understand the Role of Communication in Service Operations
Lesson 1.0: Service Operations 169 Simplilearn Solutions Pvt. Ltd. 2011 170 Lesson 1.1: Service Operations: Objectives To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
Responsible for the ongoing management of the technology that is used to deliver and support services.
Carrying out activities and Processes required to deliver and manage Services at agreed levels. KEY ROLE: How to achieve effectiveness & efficiency in Service Delivery so as to ensure value to business and the service provider 170 Simplilearn Solutions Pvt. Ltd. 2011 171 Lesson 1.2: Value to Business Service Operations is where the plans, designs and optimizations from other ITIL lifecycle phases are executed and measured. Service value is modeled in Service Strategy The cost of the service is designed, predicted and validated in Service Design and Service Transition Measures for optimization are identified in Continual Service Improvement
From a customer viewpoint, Service Operation is where actual value is seen. 171 Simplilearn Solutions Pvt. Ltd. 2011 172 Lesson 1.3: Role of Communication 172 Good communication is important across all phases of the service lifecycle but particularly so in Service Operation Good communication is needed between all IT Service Management staff and with users/ customers / partners. Issues can often be mitigated or avoided through good communication . All communication should have: - Intended purpose and/ or resultant action - Clear audience, who should be involved in deciding the need/format Examples of Communications in Service Operations Routine operational communication Communication between shifts Performance reporting -Communication related to emergencies Training on new or customized processes and service designs Simplilearn Solutions Pvt. Ltd. 2011 173 Lesson 1.4: Events 173 An expected or unexpected change of state of a an IT component that could negatively impact delivery of IT services.
Events are typically notifications created by an IT service, Configuration Item (CI) or a monitoring tool. Event Type Description Informational An event that does not require any action, regular operation Example: Notification that a scheduled workload has completed Warning An Event that is unusual but not an exception, requires closer monitoring. Example: A servers CPU utilization is approaching maximum performance threshold. Exception An Event signifying a service or a device is operating abnormally Example: A PC scan reveals the installation of unauthorized software. Simplilearn Solutions Pvt. Ltd. 2011 174 Lesson 1.5: Alerts & Incidents 174 Alert A warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools. Alerts are managed by the Event Management Process. Objective is to notify the concerned Stakeholders Incident An unplanned interruption to an IT service. A reduction in the quality of an IT service. Failure of an IT component that has not yet affected service, but could likely disrupt service if left unchecked. This can be raised by IT support teams. Example: Failure of a server in a clustered mode. Relationship between Events, Alerts and Incident All Alerts are Events, but not all Events trigger Alerts All Incidents are Events, but all Events are not Incidents Simplilearn Solutions Pvt. Ltd. 2011 175 Lesson 1.6: Service Request 175 Service Request A generic description for many varying types of demands that are placed upon the IT Department by the users.
Many of these requests are actually small changes low risk, frequently occurring, low cost, etc.
Their scale and frequency, low-risk nature means that they are better handled by a separate process, rather than being allowed to congest and obstruct the normal Incident and Change Management processes.
Examples: A request to change a password, A request to install an additional software application onto a particular PC, A request to relocate some items of desktop equipment Simplilearn Solutions Pvt. Ltd. 2011 176 Lesson 1.7: Problem & Workaround 176 Problem The cause of one or more incidents.
The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
Prioritized in the same way and for same reasons as Incidents.
Workaround A temporary way to restore service failures to a usable level. For example; rebooting a server hang.
Used for reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available.
Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record.
Workarounds for Problems are documented in Known Error Records. Simplilearn Solutions Pvt. Ltd. 2011 177 Lesson 1.8: Known Error (KE) and Known Error Database (KEDB) 177 Known Error (KE) A Problem that has a documented Root cause and a Workaround. A known error might be raised for a problem whose root cause is not yet known but a workaround has been identified.
Known Errors are created and managed throughout their Lifecycle by Problem Management.
Known Errors may also be identified by Development or Suppliers. For example; Application incompatibility reports for Windows by Microsoft . Known Error Database (KEDB) A storage of previous knowledge of incidents and problems exact details of the fault and the symptoms that occurred how they were overcome
Allows quicker diagnosis and resolution if Incidents/Problems recur. Simplilearn Solutions Pvt. Ltd. 2011 178 Lesson 1.9: Impact, Urgency & Priority 178 Impact A measure of the effect of an Incident, Problem or Change on Business Processes. Based on how Service levels will be affected. Urgency A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. Priority The relative importance of an Incident, Problem or Change.
Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken. For example, the SLA may state that Priority 2 Incidents must be resolved within 12 hours. Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
State the objectives and basic concepts for Event Management Lesson 2.0: Service Operations Process 179 Simplilearn Solutions Pvt. Ltd. 2011 180 Lesson 2.1: Event Management: Objectives Objectives To detect events, make sense of them and determine the appropriate control action. Can be used as a basis for automating many routine Operations Management activities, For example - executing scripts on remote devices, or - submitting jobs for processing It provides a way of comparing actual performance and behavior against design standards and SLAs. Provide the basis for Operational Monitoring and Control 180 Definition The process responsible for monitoring Events throughout their Lifecycle. Simplilearn Solutions Pvt. Ltd. 2011 181 Lesson 2.2: Event Management: Process Activities 181 Process Activities Event occurs
Event Detection , Filtering & Notification
Event Significance (Type of Event) (Information, Warning or Exception)
Event correlation.
Event Response
Event Review & Closure
Simplilearn Solutions Pvt. Ltd. 2011 182 Lesson 2.3: Event Management: Event Logging & Filtering 182 Simplilearn Solutions Pvt. Ltd. 2011 183 Lesson 2.4: Event Management: Managing Exceptional Events 183 Simplilearn Solutions Pvt. Ltd. 2011 184 Lesson 2.5: Event Management: Managing Information & Warning Events 184 Simplilearn Solutions Pvt. Ltd. 2011 185 Lesson 2.6: Incident Management: Objectives 185 Definition The process for dealing with all incidents; this can include failures, questions or queries reported by the users (usually via a telephone call to the Service Desk), by technical staff, or automatically detected and reported by event monitoring tools. Objectives To restore normal service operation as quickly as possible and minimize the adverse impact on business operations To ensure that the best possible levels of service quality and availability are maintained, i.e. restore service within SLAs Simplilearn Solutions Pvt. Ltd. 2011 186 Lesson 2.7: Incident Management: Scope and Value to Business 186 Scope Managing any disruption or potential disruption to live IT services
Incidents identified Directly by users through the service Desk Through an interface from Event Management to incident Management tools
Reported and/or logged by technical staff
Value to Business Lower downtime to the business, which in turn means higher availability of the service.
The capability to identify business priorities and dynamically allocate resources as necessary.
The ability to identify potential improvements to services. Simplilearn Solutions Pvt. Ltd. 2011 187 Lesson 2.8: Incident Management: Basic Concepts 187 Time Scales Timescales must be agreed for all incident handling stages. - Depending on Priority & SLAs - Documented in OLAs & UCs All support groups should be made fully aware of these timescales. Incident Models An Incident model is predefined steps to handle a particular Incident. The incident model should include: The steps that should be taken to handle the incident The order in which these steps should be taken in. Responsibilities; who should do what Major Incident An Incident Model to handle Incidents of Major Impacts and great Urgency. Simplilearn Solutions Pvt. Ltd. 2011 188 Lesson 2.9: Incident Management: Process Flow & Activities 188 Simplilearn Solutions Pvt. Ltd. 2011 189 Lesson 2.10: Incident Management: Process Interfaces 189 Problem Manage ment Incident Management Event Manage ment Service break/ degrading Events
Potential problems
Change Manage ment RFC for resolving Incidents Incidents from Failed Changes
Service Level Manage ment SLAs, OLAs, UCs
Capacity Manage ment Performance incidents Incident Workarounds
Availabil ity Manage ment SACM* *SACM: Service Asset & Configuration Management Availability incidents
CI data Maintain faulty CI Status
Simplilearn Solutions Pvt. Ltd. 2011 190 Lesson 2.11: Problem Management: Objectives 190 Definition The process responsible for managing the lifecycle of all problems. Problem Management seeks to identify and remove the root-cause of Incidents in the IT Infrastructure. Objectives To prevent problems and resulting incidents from happening and to eliminate recurring incidents To minimize the impact of incidents that cannot be prevented. Simplilearn Solutions Pvt. Ltd. 2011 191
Lesson 2.12: Problem Management: Scope and Value to Business 191 Scope Activities required to diagnose the root cause of incidents and to determine the resolution to those problems.
Responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.
Maintain information about problems and the appropriate workarounds and resolutions Value to Business Together with Incident and Change Management increases IT service availability and quality.
Reduction in downtimes and disruptions of Business critical systems.
Reduced expenditure on workarounds or fixes that do not work
Reduction in cost of effort in fire- fighting or resolving repeat incidents. Simplilearn Solutions Pvt. Ltd. 2011 192 Lesson 2.13: Problem Management: Basic Concepts 192 Reactive Problem Management Resolution of underlying cause (s) The activities are similar to those of Incident Management for the logging, categorization and classification for Problems. The subsequent activities are different as this is where the actual root-cause analysis is performed and the Known Error corrected. Covered in Service Operation Proactive Problem Management Prevention of future problems by analyzing Incident Records, and using data collected by other IT Service Management processes and external sources to identify trends or significant problems. Generally undertaken as part of Continual Service Improvement (CSI) Simplilearn Solutions Pvt. Ltd. 2011 193 Lesson 2.14: Problem Management: Process Flow: Reactive Problem Management 193 Problem detection & Logging Problem Categorization & Prioritization Problem Investigation & Diagnosis Workarounds & raising Known Error Records Problem Resolution & Closure Major Problem Reviews Errors from Development / Suppliers Known Error Database Simplilearn Solutions Pvt. Ltd. 2011 194 Lesson 2.15: Problem Management: Process Flow: Interfaces with Other Processes 194 Problem Management
Change Management
Configuration Management
Release & Deployment Management
Availability Management
Capacity Management
IT Service Continuity Management
Financial Management Service Level Management Simplilearn Solutions Pvt. Ltd. 2011 195 Lesson 2.16: Request Fulfillment Process 195 Definition The processes of dealing with Service Requests from the users. Objectives To provide pre-defined pre-approved standard services to users. To provide users with information on available services and procedures for obtaining them. Deliver requested standard services. Assist IT users with general information, comments and complaints Basic Concepts Request models Specific procedures for handling certain types of requests For example; IMACS, Password resets, etc. Simplilearn Solutions Pvt. Ltd. 2011 196 Lesson 2.17: Access Management: Objectives 196 Definition The process of granting authorized users the right to use a service, while preventing access to non-authorized users. Also referred to as Rights Management or Identity Management. In practice, Access Management is the operational enforcement of the policies defined by Information Security Management. Objectives To grant authorized users the right to use a Service and deny access to unauthorized users To Execute policies and actions defined in Security and Availability Management Simplilearn Solutions Pvt. Ltd. 2011 197 Lesson 2.18: Access Management: Basic Concepts Basic Concepts 197 Access Access refers to the level and extent of a services functionality or data that a user is entitled to use. Identity The information about the user that distinguishes them as an individual, and which verifies their status within the organization. By definition, the identity of a user is unique to that user. Rights Also called privileges, refer to the actual settings whereby a user is provided access to a service or group of services. Typical rights or levels of access include read, write, execute, change, delete. Service/ Service Groups
Granting users/User groups access to similar set of services Simplilearn Solutions Pvt. Ltd. 2011 Lesson objectives At the end of this lesson, you should be able to:
Explain the role, objectives and organizational structures of Service desk Lesson 3.0: Service Operations: Functions
198 Simplilearn Solutions Pvt. Ltd. 2011 199 Lesson 3.1: Service Desk 199 Definition A Service Desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events. Acts as daily Single point of contact for IT users Objectives To restore the normal service to the users as quickly as possible. Operate as Level 1 for Incident Management and Request Fulfillment i.e. Log calls, do initial diagnosis and investigation and if possible resolve and close. Manage Incidents throughout its lifecycle, which also includes user communication and Technical & hierarchical escalations. Conducting customer/user satisfaction survey. Simplilearn Solutions Pvt. Ltd. 2011 200 Lesson 3.1: Purpose of Service Desk 200 Purpose of Service Desk Improved customer service, perception of IT and satisfaction with IT services Increase accessibility to IT services through a single point of contact, communication and information. Better quality and faster turnaround of customer or user IT requests Enhanced focus and a proactive approach to IT service provisioning. More meaningful management information for decision support Improved teamwork and communication amongst IT staff. A reduced negative business impact. Improved usage of IT Support resources and increased productivity of business personnel. Simplilearn Solutions Pvt. Ltd. 2011 201 Lesson 3.2: Organization Structures 201 Type Description 1. Local Located physically close to the user community it serves. 2. Centralized Service desk is deployed at one central physical location. 3. Virtual Impression of single, centralized Service desk, through the use of technology and tools to create a virtual Service desk. 4. Follow-The-Sun Multiple Service desks across time zones to provide 24x7 service. 5. Specialized specialist groups within the overall Service Desk structure, so that incidents relating to a particular IT service can be routed directly (normally via telephony selection or IVR or a web-based interface) to the specialist group. Simplilearn Solutions Pvt. Ltd. 2011 202 Lesson 3.3: Service Desk Function: Organization Structures - Local 202 Service Desk (local) Third Party Support Application Support Infrastructure Support Local Users Local Aids communication and gives a clearly visible presence
Can often be inefficient and expensive to resource due to low call volumes
Reasons for a Local service desk Language and cultural or political differences Different time zones Specialized groups of users VIP/criticality status of users.
Simplilearn Solutions Pvt. Ltd. 2011 203 Lesson 3.4: Service Desk Function: Organization Structures- Centralized 203 Customer Site 1 Customer Site 2 Customer Site 3 Service Desk (centralized) Second-Line Support Third party Support Application Support Infrastructure Support Centralized Local Service Desks merged into one or few locations.
more efficient and cost-effective, allowing fewer overall staff to deal with a higher volume of calls.
local presence to handle physical support requirements, but controlled and deployed from the central desk.
Simplilearn Solutions Pvt. Ltd. 2011 204 Lesson 3.5: Service Desk Function: Organization Structures- Virtual 204 Virtual Single Visible Service Desk which may actually be run by staff in multiple locations.
Allows for homeworking, secondary support group, off-shoring or outsourcing or any combination necessary to meet user demand.
Safeguards are needed to ensure consistency and uniformity in service quality and cultural terms Simplilearn Solutions Pvt. Ltd. 2011 205 Lesson 3.6: Service Desk: Service Desk Staffing 205 Service Desk Staffing Correct number and qualification at any given time, considering Customer expectations and business requirements e.g. call response time (SLA) , Budget Number of users to support, their language and skills Coverage period, out-of-hours, time zones/locations, travel time Processes and procedures in place, Infrastructure for short breaks Minimum qualifications Interpersonal skills, Business and underlying IT understanding Skill sets Customer and Technical emphasis, Expert Typing skills Simplilearn Solutions Pvt. Ltd. 2011 206 Lesson 3.7: Service Desk: Service Desk Metrics 206 Service Desk Metrics Periodic evaluations of health, maturity, efficiency, effectiveness and any opportunity to improve Realistic and carefully chosen total number of call is not itself good or bad Some examples: First-line resolution rate Average time to resolve and/or escalate an incident Total costs for the period divided by total call duration minutes The number of calls broken by time of day and day of week, combined with the average call-time Customer/User Satisfaction surveys
Simplilearn Solutions Pvt. Ltd. 2011 207 Lesson 3.8: Technical Management 207 Role of Technical Management Function The groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure Custodian of technical knowledge and expertise related to managing the IT Infrastructure. Provides the actual resources to support the ITSM Lifecycle. - Ensures that resources are effectively trained and deployed to design, build, transition, operate and improve the technology required to deliver and support IT services. Objectives To help plan, implement and maintain a stable technical infrastructure to support the organizations business Processes -Well designed and highly resilient, cost-effective infrastructure configuration - Use of adequate technical skills to maintain the technical infrastructure and to speedily diagnose and resolve any technical failures that do occur. Simplilearn Solutions Pvt. Ltd. 2011 208 Lesson 3.9: Application Management 208 Role of Application Management Function Responsible for managing applications throughout their lifecycle. Custodian of technical Knowledge and expertise related to managing application, whether purchased or developed in-house. It provides the actual resources to support the ITSM Lifecycle Providing guidance to IT Operations about how best to carry out the ongoing operational management of applications. The integration of the Application Management Lifecycle into the ITSM Lifecycle Objectives To helping to identify functional and manageability requirements for application software so as to support the organizations business Processes. Assist in design and deployment of applications. Assist in ongoing support/maintenance/improvement of applications. Simplilearn Solutions Pvt. Ltd. 2011 209 Lesson 3.10: IT Operations Management Function 209 Role of IT Operations Management Function The function responsible for the ongoing management and maintenance of an organization s IT Infrastructure to ensure delivery of the agreed level of IT services to the business.
Operations Control - oversees the execution and monitoring of the operational activities and events in the IT Infrastructure. Includes Console Management, Job Scheduling, Backup & restore, Print & output Management and Maintenance activities on behalf of Technical or Application Management teams.
Facilities Management - The management of the physical IT environment, typically a Data Centre or computer rooms and recovery sites together with all the power and cooling equipment. Simplilearn Solutions Pvt. Ltd. 2011 210 Lesson 3.11: IT Operations Management Objectives 210 Objectives Maintenance of the as- is infrastructure and procedures to achieve stability of the organizations day-to-day processes and activities. Regular scrutiny and improvements to achieve improved service at reduced costs, while maintaining stability. Swift application of operational skills to diagnose and resolve any IT operations failures that occur. Simplilearn Solutions Pvt. Ltd. 2011 Service Operations : Quiz 211 Simplilearn Solutions Pvt. Ltd. 2011 212 Question 1: 212 Major Incidents require:
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation Simplilearn Solutions Pvt. Ltd. 2011 Module 5 213 Module 5 Question 2: 213 Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary 2: Decide whether a Problem needs to be logged
A. 1 only
B. Both of the above
C. 2 only
D. None of the above Simplilearn Solutions Pvt. Ltd. 2011 214 Module 5 Question 3: 214 Which of the following is NOT a valid objective of Request Fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the Service Catalogue with services that may be requested through the Service Desk
C. To provide a channel for users to request and receive standard services
D. To source and deliver the components of standard services that have been requested Simplilearn Solutions Pvt. Ltd. 2011 215 Module 5 Question 4: 215 Which Functions are included in IT Operations Management?
A. Network Management and Application Management
B. Technical Management and Application Management
C. IT Operations Control and Facilities Management
D. Facilities Management and Technical Management Simplilearn Solutions Pvt. Ltd. 2011 216 Module 5 Question 5: 216 What is the BEST description of the purpose of Service Operation?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To design and build processes that will meet business needs
D. To deliver and manage IT Services at agreed levels to business users and customers Simplilearn Solutions Pvt. Ltd. 2011 217 Module 5 Question 6: 217 Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests 2: Providing first-line investigation and diagnosis 3: Restoring service 4: Diagnosing the root-cause of problems
A. All of the above B. 1, 2 and 3 only C. 1, 2 and 4 only D. 2, 3 and 4 only Simplilearn Solutions Pvt. Ltd. 2011 End of Module 5 218 Simplilearn Solutions Pvt. Ltd. 2011 219 Module 6 219 Continual Service Improvement
Simplilearn Solutions Pvt. Ltd. 2011
At the end of this lesson, you should be able to:
Understand the Goals and Objectives of Continual Service Improvement
Lesson 1.0: Continual Service Improvement 2 Simplilearn Solutions Pvt. Ltd. 2011 221 Lesson 1.1: Continual Service Improvement: Goals To continually align IT Services to the changing Business needs by identifying and implementing improvements.
Continually be on the lookout for improvements related to process effectiveness and efficiency.
To implement improvement plans in a cost-effective manner. 3 Simplilearn Solutions Pvt. Ltd. 2011 222 Lesson 1.2: Continual Service Improvement: Objectives Review analyze and recommend improvement opportunities in all the life cycle phases To make CSI activities, fact based, CSI Reviews and analyze Service level achievement results Identify and implement activities for improve service efficiency and effectiveness to improve service quality Improve cost effectiveness Ensure appropriate quality management methods are used to support CSI activities 4 Simplilearn Solutions Pvt. Ltd. 2011 223 Lesson 1.3: Continual Service Improvement: Scope Scope of CSI: Overall health of ITSM. It takes care of entire ITSM as well as all dependent services. Alignment of the service portfolio with business needs After implementing and operating processes, CSI help Maturing the processes. Organization need to: Review management information and trends of service delivery Ensure outputs of enabling ITSM are achieving results Conduct audits to access maturity of process, compliance of processes. Conduct customer satisfaction surveys. 4 Simplilearn Solutions Pvt. Ltd. 2011
At the end of this lesson, you should be able to:
Understand the Basic Concepts and Key Principles of Continual Service Improvement John Kotters eight steps for Organization Transformation
Use formal approaches to address people-related issues: John Kotters Eight steps to transforming your organization Project Management Simplilearn Solutions Pvt. Ltd. 2011 226 Lesson 2.2: John Kotters 8 steps to Organizational Transformation 226 Steps Quotes 1 Creating Sense of urgency 50% of transformations fail in this stage. Without motivation, people wont help and efforts goes nowhere 76% of companys management should be convinced of the need 2 Forming a guiding coalition Understand difficulties and producing change. Lack of effective, Strong leadership Not a powerful coalition. Opposition eventually stops the change initiatives. 3 Creating a Vision Without a sensible vision transformation effort can easily dissolve into a list of confusing, incompatible projects. An explanation of 5 minutes should obtain reaction of understanding and Interest. 4 Communicating Vision
Without credible communication, and lot of it, the hearts and minds of the troops are never captured. Make use of all communication channels. Reference: Crown copyright OGC. Simplilearn Solutions Pvt. Ltd. 2011 227
Lesson 2.3: John Kotters 8 steps to Organizational Transformationcontd 227 Steps Quotes 5 Empowering others to act on vision Structures to underpin the vision.. And removal of barriers to change. More people involved, the better the outcome. Reward initiatives. 6 Planning for and creating quick wins Real transformation takes time. Without quick wins too many people give up or join the ranks of those opposing change. Actively look for performance improvements and establish clear goals. Communicate success. 7 Consolidating improvements and producing more change Until changes sink deeply into the culture new approaches are fragile and subject to regressions. In many cases worker revert to old practices. Use credibility of quick wins to tackle even bigger problems. 8 Institutionalize the change Show how new approaches, behavior and attitude have helped improve performance. Ensure selection and promotion criteria underpin the new approach. Reference: Crown copyright OGC. Simplilearn Solutions Pvt. Ltd. 2011 228 Lesson 2.4: Service Measurement 228 The ability to predict and report service performance against targets of an end-to-end service is known as Service Measurement.
Will require someone to take the individual measurements and combine them to provide a view of the customer experience. This data can be analyzed over a period of time to produce a trend. This data can be collected at multiple levels, (for example, CIs, processes, services). Simplilearn Solutions Pvt. Ltd. 2011 229
Lesson 2.5: Reasons to Monitor & Measure 229 Simplilearn Solutions Pvt. Ltd. 2011 230 Lesson 2.5: Types of Metrics 230 Technology metrics: typically components and applications For example Performance Availability Process metrics: Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activity metrics for ITSM processes Service metrics: end-to-end service metrics (often Service metrics are a sum of process and technology metrics) Simplilearn Solutions Pvt. Ltd. 2011 231 Lesson 2.6: Key Definitions 231 Improvement Favorable Outcome showing a measurable increase in a desirable metric or a decrease in undesirable metric. Benefit Gain achieved from Improvement. This is generally associated with ROI or VOI. Return on Investment (ROI) Quantifiable monetary benefit achieved by expending a certain amount of money, usually expressed as a percentage. Value on Investment (VOI) Non monetary benefit, such as branding, achieved by expending a certain amount of money. Baseline Benchmark used as a reference point for later comparison. Simplilearn Solutions Pvt. Ltd. 2011 232 Deming Cycle 232 Simplilearn Solutions Pvt. Ltd. 2011 Plan: Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization's policies. Do: Implement the processes. Check: Monitor and measure processes and product against policies, objectives and requirements for the product and report the results. Act: Take actions to continually improve process performance. P D A C 233 7 Step Improvement Process PDCA cycle Lesson 2.7: Seven Step Improvement Process- PDCA Cycle 233 DEFINE WHAT YOU SHOULD MEASURE DEFINE WHAT YOU CAN MEASURE GATHER THE DATA WHO, HOW, WHEN PROCESS THE DATA ANALYZE THE DATA PRESENT AND USE THE DATA IMPLEMENT CORRECTIVE ACTION P L A N
DO CHECK ACT Simplilearn Solutions Pvt. Ltd. 2011 234 Lesson 2.8: Continual Service Improvement Model 234 Simplilearn Solutions Pvt. Ltd. 2011 CSI : Quiz 235 Simplilearn Solutions Pvt. Ltd. 2011 236 Module 6: Quiz Question 1: 236 Which of the following does CSI provide guidance on? 1. How to improve process efficiency and effectiveness 2. How to improve services 3. Improvement of all phases of service lifecycle 4. Measurement of processes and services
a) 1 and 2 only
b) All of the above
c) 2 only
d) 1, 3 and 4 only Simplilearn Solutions Pvt. Ltd. 2011 237 Module 6: Quiz Question 2: 237 Which is the first activity of the CSI model?
a) Carry out a baseline assessment to understand the current situation
b) Understand the Business Vision and Objectives
c) Agree on priorities for Improvement
d) Create and verify a plan Simplilearn Solutions Pvt. Ltd. 2011 238 Module 6: Quiz Question 3: 238 Which of the following is NOT a metric described in CSI?
a) Process Metric
b) Personnel Metric
c) Service Metrics
d) Technology Metrics
Simplilearn Solutions Pvt. Ltd. 2011 239 Module 6: Quiz Question 4: 239 Which of the following are objectives of CSI? 1. To improve process efficiency and effectiveness 2. To improve services 3. To improve all phases of service lifecycle except Strategy 4. To improve International standard such as ISO 20000
a) 1 and 2 only
b) 2 and 4 only
c) 1, 2 and 3 only
d) All of the above Simplilearn Solutions Pvt. Ltd. 2011 240 Module 6: Quiz Question 5: 240 Learning and Improvement is the PRIMARY concern of which of the following phases of service lifecycle?
a) Continual Service Improvement
b) Service Strategy and Service Design
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition and Service Operation Simplilearn Solutions Pvt. Ltd. 2011 CSI : Summary 241 Goals and Objectives of CSI John Kotters 8 steps of Organizational Transformation Service Measurement and Metrics 7 Step Improvement process CSI Improvement Model Simplilearn Solutions Pvt. Ltd. 2011 242 ITIL 2011 Foundation Certification Exam Practical Tips 242 Read the question CAREFULLY
At this level of exam the obvious answer is often the correct answer (if you have read the question carefully!)
Beware of being misled by the preliminary text for the question
If you think there should be another choice that would be the right answer, then you have to choose the most right
Use strategies such as What comes first? or What doesnt belong? to help with the more difficult questions
Where there are questions that involve multiple statements (i.e. 1, 2, 3, 4), then try to eliminate combinations that are immediately incorrect (based on something you can remember) so that the question is broken into smaller, and more manageable pieces. Simplilearn Solutions Pvt. Ltd. 2011 243 ITIL 2011 Foundation Certification Exam Practical Tips 243 Sample Question Which of the following statements is CORRECT for ALL processes?
a) They define functions as part of their design
b) They should deliver value for stakeholders
c) They are carried out by an external service provider in support of a customer
d) They are units of organizations responsible for specific outcomes Lets see with an example how to answer the questions. Simplilearn Solutions Pvt. Ltd. 2011 244 ITIL 2011 Foundation Certification Exam Practical Tips 244 Which of the following statements about a Definitive Media Library (DML) are CORRECT?
1. The DML can include a physical store 2. The DML holds definitive hardware spares 3. The DML includes master copies of controlled documentation
a) All of the above
b) 1 and 2 only
c) 2 and 3 only
d) 1 and 3 only Let us look at another example. Sample Question Simplilearn Solutions Pvt. Ltd. 2011