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Course administration

Course introduction

Start and finish Course style

LunchCoffee and breaks

M00 - Course introduction 2/13 | 2/370

Course objectives

Course introduction

Getting to know the ITIL and it’s processes and functions of the model

Understanding terminology and scope Introduction to service management Understanding the ITIL process modelMain goal Attempt Foundation exam with confidence Communicate freely within ITIL,

understanding its principles and philosophySecondary goal Benefits and value of service management

and ITIL


Course introduction

Let’s Get to Know Each Other

Please share with the class: Your name and surname Your organization Your profession

Title, function, job responsibilities

Your background in IT Your familiarity with the ITIL Your familiarity with the IT service

management Your experience with ITIL/YASM/USMBoK Your personal session expectations


Day

1

Module Subject Start End Total Time(in hours)

01 Defining service management and ITIL 09:00 10:00 01:00

02 IT Service Management practice 10:00 11:00 01:00

03 The ITIL Service Lifecycle 11:15 11:30 00:15

04 Service Strategy (SS) 11:30 13:00 01:30

Lunch 13:00 13:30 00:30

05 Service Design (SD) 13:30 16:30 03:00

Recap Day 1 16:30 17:00 00:30

Total Training Time 08:00

Course agenda - Day 1

Course introduction


Day

2


Review Day 1 09:00 09:15 00:15

Service Design (SD) ctn. 09:15 11:00 01:45

07 Service Transition (ST) 11:00 13:00 02:00

Lunch 13:00 13:30 00:30

Service Transition (ST) ctn. 13:30 16:30 03:00

Recap Day 2 16:30 17:00 00:30



Course introduction


Day

3


Review Day 1 09:00 09:15 00:15

11 Service Operation (SO) 09:15 11:00 01:45

12 Continual Service Improvement (CSI) 11:00 13:00 02:00

Lunch 13:00 13:30 00:30

Foundation exam 13:30 14:30



Course introduction


ITIL Foundation certification

Course introduction

Foundation Exam: Paper based and closed book exam Only pencil and eraser are allowed Simple multiple (ABCD) choice exam Only one answer is correct 40 questions, pass mark is 26 (65%) 1 hour exam No negative points, no “Tricky Questions”

No pre-requisite for Foundation exam Sample, one (official) mock exam is

provided to you

Candidates completing an examination in a language that is not their mother tongue, will receive additional time

ITILFND09M00 - Course introduction 8/13 | 8/370

ITIL Qualification Scheme / ITIL Certification Roadmap

Course introduction

ITILFND09M00 - Course introduction 9/13 | 9/370

ITIL official handbooks and examination syllabus

Course introduction

ITIL syllabus section code and title

ITILFND01 Service management as a practice

ITILFND02 The ITIL service lifecycle

ITILFND03 Generic concepts and definitions

ITILFND04 Key principles and models

ITILFND05 Processes

ITILFND06 Functions

ITILFND07 Roles

ITILFND08 Technology and architecture

ITILFND09 Competence and training

ITILFND10 Mock exam

Syllabus Handbook Page

Module slide number / total module slides

Slide number / total slides

Module number and name

ITILhandbook page

ITIL syllabus section code


ITIL interactive study guide mind map

Course introduction

See Appendix #2 for more mind maps from AXELOS Global Best Practice


ITIL interactive glossary

Course introduction

quizlet.com/42710414/


About course author - Mirosław Dąbrowski

twitter.com/mirodabrowski

linkedin.com/in/miroslawdabrowskigoogle.com/+miroslawdabrowski

miroslaw_dabrowski

www.miroslawdabrowski.com

Mirosław DąbrowskiAgile Coach, Trainer, Consultant(former JEE/PHP developer, UX/UI designer, BA/SA)

Creator Writer / Translator Trainer / Coach

• Creator of 50+ mind maps from PPM and related topics (2mln views): miroslawdabrowski.com

• Lead author of more than 50+ accredited materials from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc.

• Creator of 50+ interactive mind maps from PPM topics: mindmeister.com/users/channel/2757050

• Product Owner of biggest Polish project management portal: 4PM: 4pm.pl (15.000+ views each month)

• Editorial Board Member of Official PMI Poland Chapter magazine: “Strefa PMI”: strefapmi.pl

• Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods translator for Polish language

• English speaking, international, independenttrainer and coach from multiple domains.

• Master Lead Trainer• 11+ years in training and coaching / 15.000+ hours• 100+ certifications• 5000+ people trained and coached• 25+ trainers trained and coached

linkedin.com/in/miroslawdabrowski

Agile Coach / Scrum Master PM / IT architect Notable clients

• 8+ years of experience with Agile projects as a Scrum Master, Product Owner and Agile Coach

• Coached 25+ teams from Agile and Scrum• Agile Coach coaching C-level executives • Scrum Master facilitating multiple teams

experienced with UX/UI + Dev teams• Experience multiple Agile methods• Author of AgilePM/DSDM Project Health Check

Questionnaire (PHCQ) audit tool

• Dozens of mobile and ecommerce projects• IT architect experienced in IT projects with budget

above 10mln PLN and timeline of 3+ years• Experienced with (“traditional”) projects under high

security, audit and compliance requirements based on ISO/EIC 27001

• 25+ web portal design and development and mobile application projects with iterative,incremental and adaptive approach

ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank, Descom, Ericsson, Ericpol, Euler Hermes, General Electric, Glencore, HP Global Business Center, Ideo, Infovide-Matrix, Interia, Kemira, Lufthansa Systems, Media-Satrun Group, Ministry of Defense (Poland), Ministry of Justice (Poland), Nokia Siemens Networks, Oracle, Orange, Polish Air Force, Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom, Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy, Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…miroslawdabrowski.com/about-me/clients-and-references/

Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management, Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0, ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development / Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM Simulation …


Agenda

Defining service management and ITIL

1. Defining service management and ITIL2. IT Service Management practice3. The ITIL Service Lifecycle4. Service Strategy (SS)5. Service Design (SD)6. Service Transition (ST)7. Service Operation (SO)8. Continual Service Improvement (CSI)

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Obstacles prevent effective engagement between business and IT


IT Seen as Black Box: Business lacks visibility Poor customer satisfaction

Overwhelming Demand:• Unstructured capture of requests and ideas• No formal process for prioritization and trade-offs• Reactive vs. proactive

IT and Business divide: Business thinks in IT servies IT delivers in technology terms


Disparate solutions/systems reduce efficiency


No Single System of Record for Decision Making

Relevant Metrics Hard to Obtain

Disparate Systems Costly to Maintain and Upgrade


IT Governance Landscape




Governance

Governance - ensures that policies and strategy are actually implemented, and that required processes are correctly followed Governance includes defining roles and responsibilities, measuring and

reporting, and taking actions to resolve any issues identified

Early Governance In the form of controls Everyday operations of the mainframe controlled

Early 90s Distributed processing introduced in IT

Distributed processing n-tier processing, the Internet, and increasing virtualization make governance

and controls less prevalent

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IT Governance

IT Governance - provides leadership, defines organizational structures, defines processes

“IT governance is the responsibility of the board of directors and executive management. It is an integral part

of enterprise governance and consists of the leadership, organizational structures and processes that ensure that

the organization’s IT sustains and extends the organization’s strategies and objectives.”

IT Governance Institute (2003). Board Briefing on IT Governance, 2nd edition


Standards and best practices a.k.a. “forest of methodologies”


ITILDSDM

PRINCE2

AgilePM

AgilePgM

OPBOK

TOGAF

M_o_R

MoP

MoVCOSO

MSP

ASL

BiSL

ISO 31000

ISO/IEC 20000

ISO/EIC 27001

COBIT

PMBOK

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ITIL


ITILFND01

“The ITIL is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and

private sectors internationally. It describes the organisation of IT resources to deliver business value,

and documents processes, functions and roles in IT Service Management (ITSM).”



Basic information about ITIL

ITIL is a registered trademark of AXELOS Ltd. ITIL is the basis of the worldwide standard for quality IT Service

Management, ISO 20000 ITIL is in the public domain ITIL is vendor-neutral ITIL is used by the largest companies leveraging IT ITIL is non-prescriptive ITIL is process based adopt and adapt principle

ITIL is a set of best practices ITIL is no longer an acronym for Information Technology

Infrastructure Library

ITILFND01

Quite often organisations see their hardware/software assets as value.

Does you and your organisation sees processes as a valuable asset?


Relationship with other AXELOS Global Best Practices and Models


The Portfolio, Programme, and Project

Management Maturity

Model (P3M3)

ITILMaturity

Model(IMM)

ITILPortfolio, Programme and Project

Offices(P3O)

Management of Value(MoV)

Management of Risk

(M_o_R)

Best practice guides

AXELOS common glossary

PRINCE2Maturity

Model(P2MM)

Models

(MoP)Management of Portfolios

(MSP)Managing Successful Programmes

(PRINCE2)PRojects IN Controlled Environments

Portfolio Office

Programme Office

Project Office

RESILIA


ITIL Maturity Model




ITIL History


1980s 1989 –1996

2000 –2001 2007 2011 2014

ITIL V1• first publication -

HelpDesk (1998)• 34 volumes

ITIL V2• process approach• Service Delivery• Service Support

ITIL V3 (30 may 2007)• ITIL Refresh project (11.2004 –

05.2007)• ITIL Refresh Development

Programme Board• Extensive cooperation on a global

scale: itSMF, EXIN, ISEB, APMG, ISO, TSO, Jim Clinch, Sharon Taylor (ITIL Lead Architect)

• Model the life cycle of services described in 5 publications

Significant upgrade to version 3• include all items that describe the life cycle of

services• summary of updates in the position: „ITIL

2011 – Summary of Updates”

AXELOS Limited• AXELOS has a majority

stake in the products Best Practice Management

• Rebranding the entire Best Management Practice to AXELOS Global Best Practice


Selected benefits of using ITIL


Improving cooperation of IT – Business/Customer Greater involvement of IT IT as a partner, not the supplier

Improve resource utilization Decrease rework Improve upon project deliverables and time Improve availability, reliability and security of

mission critical IT services Provide services that meet business, customer,

and user demands Integrate central processes Document and communicate roles and

responsibilities in service provision


Real World Benefits of using ITIL


Procter & Gamble Started using ITIL in 1999 and has realized a 6% to 8% cut in

operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million.

Caterpillar Embarked on a series of ITIL projects in 2000. After applying ITIL

principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.

Nationwide Insurance Implementing key ITIL processes in 2001 led to a 40% reduction

of its systems outages. The company estimates a $4.3 million ROI over the next three years.

Capital One An ITIL program that began in 2001 resulted in a 30% reduction

in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” incidents by 2003.

Source: Pink Elephant – “The Benefits of

ITIL® White Paper”, March 2006



Service, Outcome

Service - means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks Internal Services External Services

Outcome - the result of carrying out an activity, following a process, or delivering an IT service The term is used to refer to

intended results as well as to actual results

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Anatomy of a Service (technical view)


Applications

FirewallNetwork

Switch

Load Balancer Portal

Identity Manager

Web ServersRouter

SAP

PSFT

Siebel

3rd Party Applications

Databases

Mainframe

Database

Web Services


Internal, External Business services


The businessBusiness Units (internal customers)

External customer

IT department

Resources Capabilities

Business services Internal services External services

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SS, 13, 35ITILFND01

External customer

External customer

External customer

External customer

External customer



Classification of services

Services can be discussed in terms of how they relate to one another and their customers Core Service - a service that delivers the basic outcomes desired by one or more

customers Enhancing Service - a service that is added to a core service to make it more

attractive to the customer Enhancing services are not essential to the delivery of a core service but are used to

encourage customers to use the core services or to differentiate the service provider from its competitors

Enabling Service - a service that is needed in order to deliver a core service Enabling services may or may not be visible to the customer, but they are not offered

to customers in their own right

Supporting Service - service that is not directly used by business organization, but is required by the provider of services for the delivery of services aimed at the consumer



Stakeholders

Stakeholders - any person, group of people or organization affected by a process or associated with the process Stakeholders may include customers, partners, employees, owners, users etc. …



Stakeholders - Internal, External Customer

Customer - someone who buys goods or services The customer of an IT service provider is the person or group who defines and

agrees the service level targets Internal Customer - a customer who works for the same business as the IT

service provider Provider and internal customers are parts of the same organisation

External Customer - a customer who works for a different business from the IT service provider Provider and external customer are separate units that belong to separate

organizations

Both types must be provided with the agreed level of service and the same levels of customer service

Services are often designed, transitioned, delivered and improved in different ways

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Stakeholders - User

User - a person who uses the IT service on a day-to-day basis Users are distinct from customers, as some customers do not use the IT service

directly



Stakeholders - Supplier

IT Service Provider - a service provider that provides IT services to internal or external customers Both internal IT department or an independent company

Supplier - a third party responsible for supplying goods or services that are required to deliver IT services like network and telecom services, hardware maintenance, datacentre services, hosting, collocation etc.



Process

Process - a structured set of activities designed to accomplish a specific objective A process is measurable and performance driven It may include any of the roles, responsibilities, tools and management controls

required to reliably deliver the outputs A process may define policies, standards, guidelines, activities and work

instructions if they are needed A process takes one or more defined inputs and turns them into defined outputs A process exists to deliver a specific, identifiable and countable result A process must meet expectations of all internal and external customers

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Process model


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Process components


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ITILFND01 SS, 21

Process control

Process owner

Process policy

Process objectives

Processdocumentation Process feedback

Process activitiesProcess metrics

Process roles

Process procedures

Processimprovements

Process work instructions

Process resourcesProcess

capabilities

Process

Process enables

Triggers

Processinputs

Processoutputs

Including processReports and

reviews


Characteristics of a process


Measurable Performance driven Cost, quality, duration, productivity …

Specific results Delivery of a specific output/result Individually identifiable and countable

Stakeholders Delivery of result to a customer or stakeholder Meeting customers' expectations Could be internal or external

Originating from a certain event

Traceable to a specific trigger Responds to a specific event or is triggered at certain dates


Activity, Function, Role

Function - a team or group of people and the tools or other resources they use to carry out one or more processes or activities - for example, the service desk

Role - a set of responsibilities, activities and authorities assigned to a person or team A role is defined in a process or

function One person or team may have

multiple roles

Activity - a set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans, and are documented in procedures


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Process Roles

Process owner Ensures a process is fit for purpose Accountable for process being performed to agreed standard

Process manager Accountable for operational management of a process May be several (e.g. regional) process managers per process Possible to combine with process owner role

Process practitioner Responsible for carrying out one or more process activities Possible to combine with process manager role


Service components


OLAs contracts

Supporting services

Support teams

Service management

processes

Business process 1

Business process 2

Business process N

Policy / Strategy Governance / Compliance

SLA / SLRCosts / Price

Service

Infrastructure Environment Data Applications

Business Process management

Requirements / Needs

Suppliers

UTILITYWARRANTY

Resources and capabilities

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Module review and summary

Basic information about ITIL ITIL History Definitions Service Outcome Internal, External Business services Customer User Supplier Process Function Activity Role

Definitions Governance IT Governance



Q&A



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AXELOS - ITIL® Foundation