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MSI-200: ITIL Service ManagementWeek 1: Introduction
Instructor: Daniel [email protected]
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About Me Dawn of the Internet (1995-97) Interlog
Technical support, network operations
The bubble and its burst (1997-2000) PSINet
Data centre design, build and operation
From technology to people (2001-current) TELUS
Team management, process development, program
management, portfolio management
Twitter: @dmk1
LinkedIn: http://ca.linkedin.com/in/dkligerman2
Daniel KligermanManager, Program Office - TELUS
http://ca.linkedin.com/in/dkligermanhttp://ca.linkedin.com/in/dkligerman
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About You
Complete the MSI-200 student survey Lets discuss:
Your career goals
What you hope to get out of this course
How can I help you achieve your goals?
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Survey & Discussion
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Course Focus
Fundamental concepts and terminology of the ITILframework
Will allow you to prepare for and pass the ITIL foundation
level exam
Practical, real-world application of the ITIL framework
Going beyond the framework, to actual process
development, so you will actually be able to use ITIL in the
real world
A blend of the theoretic and the practical, so that IT
service management will be useful in any IT role you
find yourself in4
MSI-200
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Certification Requirements
Introduction to Service ManagementProcesses Functions and
RolesIntroduction to the Service Lifecycle
Overview of ITIL 12345
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Overview of ITILWhat is ITIL?
Library of best practices for delivering IT services
Documented common sense from worldwide experience
Framework for process development
Not how to do things, but rather guidance on best
practices to help you document the how
Common language that organizations can use when
communicating, especially via process touch-points
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Overview of ITIL Documented in five core volumes
$500+ to purchase see itSMF.ca
Core volumes not required for this course
Focuses on processes, not tools or software
BMC ITSM suite is an example of software based on ITIL
Many organizations build in-house tools to support ITIL-
based processes
Good practice vs. best practice
What is the difference?7
What is ITIL, continued
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Overview of ITIL
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The five core volumes
Service Strategy
ContinualServiceImprovement
Service Design
Service Operation
ServiceTransition
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3
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ITIL
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Overview of ITIL
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Discussion: Purpose of IT
What is the purpose of IT according to IT people?
What is the purpose of IT according to the business?
Why is there a difference? Who is right?
What is the difference between managing
technology and delivering a service?
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Overview of ITIL
IT exists to serve the needs of the business
IT delivers services that provide value
IT delivers these services while taking responsibility for
cost and risk
Think in terms of delivering services rather than
technology
Managing these services involves many processes
and functions all part of the Service Lifecycle
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Detailed Service Lifecycle
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Overview of ITIL
Many organizations focus only on technology,
neglecting:
Process development, documentation, institutionalization
Identifying what problem technology needs to solve, or
what value it is intended to bring
Governance of key technology related activities
Even when technology is well-managed, the business
may not have a positive experience with IT
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Common Challenges
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Overview of ITIL
What is the value of having a process?
What if there is really good technical documentation?
Is there still value in having documented processes?
What is the benefit of multiple organizations
following the same process framework?
Isnt every business unique?
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Discussion: Value of ITIL
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Overview of ITIL
Many IT professionals are unclear about ITILs value
Dont you trust me?, I know what Im doing, Whatsthe point of all
this overhead?
With technology, things are going to go wrong
ITIL separates process issues from technical issues;protects the
IT professionals from blame
ITIL takes IT to a level of maturity found in other
established industries
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Common Challenges
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Overview of ITIL
IT Service Management and ITIL provide a new lens
through which to see your IT work
Regardless of your IT field or level of experience,
understanding ITSM gives you an advantage
Understand how your role fits in to the overall service
Keep the needs of the business in mind
Allows you to speak ITIL within your organization and
with customers and suppliers
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The IT Service Management paradigm shift
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Overview of ITIL
ITIL is an ITSM framework; COBIT is an IT practice
framework (not restricted to IT services)
COBIT is broader than ITILITIL covers 8 of COBITs34
processes
ITIL stronger on why we do things
ITIL and COBIT are the two best-known IT process
frameworks, and are both useful
COBIT Product Family:
https://www.isaca.org/COBIT/Pages/Product-Family.aspx15
ITIL vs. COBIT
https://www.isaca.org/COBIT/Pages/Product-Family.aspxhttps://www.isaca.org/COBIT/Pages/Product-Family.aspx
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Certification Requirements
Foundations exam is one hour, 40 multiple choice
questions, 65% or above is a pass
Intermediate level has two paths: IT Service Lifecycle
or IT Service Capability
Expert level requires intermediate exams, plus
Managing Across the Lifecycle course/exam
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Foundations, Intermediate, Expert
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Intro to Service Management
Outcome: The intended or actual result of carryingout an
activity, following a process, or delivering an IT
service
Outcome-based service moves from business/IT
alignment to business/IT integration
Need to understand the desired outcomes, and not
just requirements
Current examples: Cloud, video, BYOD
What are the desired outcomes of these examples?
How do they demonstrated business/IT integration?18
Outcome-based Services
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Intro to Service Management
Core services deliver the value the business wants
and is willing to pay for
Enabling services are needed for a core service to
bedelivered
The business may not be aware of enabling services
Enhancing services are not essential, but added tocore services
to make them more enticing to the
business
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Types of services
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Intro to Service Management
What are the most important factors to the business
when delivering service?
What does the business think IT service is?
How does the business measure whether its ITservice is meeting
its needs? What metrics does it
use?
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Discussion: Goal of Service Management
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Intro to Service Management
Provide service to the business that is:
Consistent
High quality
Timely
Cost-effective
Meeting the needs of the business
Achieved by seeing Service Management as a
practice consistent of knowledge, experience, skills21
Goal of Service Management
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Intro to Service Management
IT is:
Systems, applications, infrastructure
Organization of people
Type of service needed by the business
Type of business asset and cost
IT Service Management (ITSM) is the management of
IT services that meet the needs of the business with
people, processes, and technology
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IT Service Management
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Intro to Service Management
Who are the stakeholders involved with IT and ITSM?
What role does each stakeholder play?
How do the stakeholders know how to interact witheach other?
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Discussion: Stakeholders
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Intro to Service Management
Customers (internal and external)
Define and agree to service level targets
Users
Use the service on a daily basis
Suppliers
Other organizations who supply goods or services needed
to operate the IT service
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Stakeholders
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Assets Processes Functions Roles Asset: any resource or
capability
Customer asset (used by customer) vs. service asset
(used by service provider)
Process: structured set of activities that accomplish aspecific
objective
Turns one or more inputs into one or more outputs
Function: Team or group of people, plus theirtools/resources,
that carry out processes/activities
Role: Set of responsibilities, activities, authorities
granted to a person or team25
Key Definitions
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Service Lifecycle
Service Strategy Strategy management
Service portfolio management
Financial management
Demand management
Business relationship management
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Processes for Service Strategy
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Service Lifecycle Service Design
Design coordination
Service catalogue management
Service level management
Availability management
Capacity management
IT service continuity management
Information security management
Supplier management27
Processes for Service Design
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Service Lifecycle
Service Transition Transition planning and support
Change management
Service asset and configuration management
Release and deployment management
Service validation and testing
Change evaluation
Knowledge management28
Processes for Service Transition
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Service Lifecycle
Service Operation Event management
Incident management
Request fulfilment
Problem management
Access management
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Processes for Service Operation
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Service Lifecycle
Continual Service Improvement Seven-step improvement process
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Process for Continual Service Improvement
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Wrap-up
Classes on each of Service Strategy, Service Design,
Service Transition, Service Operation, Continual
Service Improvement
Two tests
Case study
Opportunity to design and develop real ITIL-basedprocesses
Broken down into smaller assignments, given throughout
the course31
What to expect
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Tentative Schedulelass ate Topic1 Nov 21, 2013 Introduction to
Service Management
2 Nov 28, 2013 Service strategy overview & principles
3 Dec 5, 2013 Service strategy processes
4 Dec 12, 2013 Service design
5 Jan 9, 2014 Test 1 / Assignment 1
6 Jan 16, 2014 Service transition / Assignment 1
7 Jan 23, 2014 Service transition / operation
8 Jan 30, 2014 Service operation / Assignment 2
9 Feb 6, 2014 Test 2 / Assignment 2
10 Feb 13, 2014 Assignment 3 / presentation prep
11 Feb 20, 2014 Case study presentations /
guest speaker
12 Feb 27, 2014 Case study presentations / Wrap-up32
To be adjusted over time
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Wrap-up Provide feedback
Ask questions
Voice concerns
Suggest additional topics for discussion
Email: [email protected]
Twitter: @dmk1
LinkedIn: http://ca.linkedin.com/in/dkligerman
Blackboard site for course materials, discussion
board links to useful resources
Two-way communication
mailto:[email protected]://ca.linkedin.com/in/dkligermanhttp://ca.linkedin.com/in/dkligermanmailto:[email protected]
