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2008 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice

Introduction to

ITIL V.3 Foundation

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House Rules Turn off your cell phones (silent mode)

We will allow the use of laptop to access training materials

Avoid chatting/jabber

Listen attentively during lectures

Participate in discussions

Ask questions and share what you have in mind

Give constructive criticisms (feedback)

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Personal Introductions

Name

Organization

Job Title / Responsibilities

ITSM Experience?

Expectations?

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Learning Objectives

To know the fundamentals of ITIL V.3

To understand the ITIL Service Management Lifecycle

To describe and differentiate the ITIL Service ManagementPractices Core Guidance

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

To pass the ITIL Foundation V.3 Certification Exam

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Training Schedule

ITIL V.3 Foundation

TIME Day 1 Day 2

9:00 - 9:30 Course Introduction Review Day 1

9:30 10:30 Introduction to ITIL V.3 Service Transition

10:30 - 11:00 BREAK BREAK

11:00 12:00 The Service Lifecycle Service Operation

12:00 - 1:30 LUNCH LUNCH

1:30 2:30 Service Strategy Continual Service Improvement

2:30 3:00 BREAK BREAK

3:00 4:00 Service Design Practice Exam

4:00 - 4:30 Day 1 Summary Day 2 Summary

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IT Infrastructure Library (ITIL) First published by UK Government in late 1980s

Best practice for IT Service Management

Proven good practice that is in wide industry use

Updated to V2 in 2000/2001

Improved for international audience New types of service delivery

Updated to V3 in 2007

Lifecycle model

Greater focus on strategy and business outcomes

Provides detail for other industry frameworks and standards such as:

COBIT

ISO/IEC 20000

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Key Concepts

Service

A service is a means of delivering value to customers by facilitatingoutcomes customers want to achieve without the ownership of specificcosts and risks.

Service Provider

An organization supplying services to one or more internal customers orexternal customers

Service Management

Service Management is a set of specialized organizational capabilities forproviding value to customers in the form of services

A set of Functions and Processes for managing Services over theirLifecycle

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Service Owner

The Service Owner is responsible to the Customer for a

particular service Initiation and transition

Ongoing maintenance and support

Monitoring and reporting

Identifying improvement opportunities

Prime customer contact

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Key Concepts

Function

A team or group of people and the tools they use to carry out one ormore processes or activities

Role

A set of responsibilities, activities and authorities granted to a personor team

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 managementcontrols required to deliver the outputs

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A Process Model

Processes are examples of closed-loop systems because

they provide change and transformation towards a goal, andutilize feedback for self-reinforcing and self-corrective action.

It is important to consider the entire process or how one

process fits into another

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Characteristics of processes

How to recognize a process

It is measurable

It delivers specific results

Primary results are delivered to customers or stakeholders

It responds to specific events

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Process Owner

Responsible for:

Assisting with Process Design

Documenting the process

Making sure the process is being performed as documented

Making sure the process meets its aims

Monitoring and improving the process over time

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RACI Model

A RACI model can be used to help define roles and

responsibilities

It identifies the activities that must be performed alongsidethe various individuals and roles involved

RACI is an acronym for the four main roles of:

Responsible The person or people responsible for getting the jobdone

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

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Suppliers and Contracts

Supplier

A third party responsible for supplying goods or services

These are required by the services provider to enable them to deliverservices

ContractA legally binding agreement between two or more parties to supply

goods or services