Download - 1 Introduction to ITIL v.3
-
7/29/2019 1 Introduction to ITIL v.3
1/14
2008 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Introduction to
ITIL V.3 Foundation
-
7/29/2019 1 Introduction to ITIL v.3
2/14
HP Restricted2
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)
-
7/29/2019 1 Introduction to ITIL v.3
3/14
HP Restricted3
Personal Introductions
Name
Organization
Job Title / Responsibilities
ITSM Experience?
Expectations?
-
7/29/2019 1 Introduction to ITIL v.3
4/14
HP Restricted4
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
-
7/29/2019 1 Introduction to ITIL v.3
5/14
HP Restricted5
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
-
7/29/2019 1 Introduction to ITIL v.3
6/14
HP Restricted6
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
-
7/29/2019 1 Introduction to ITIL v.3
7/14HP Restricted7
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
-
7/29/2019 1 Introduction to ITIL v.3
8/14HP Restricted8
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
-
7/29/2019 1 Introduction to ITIL v.3
9/14HP Restricted10
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
-
7/29/2019 1 Introduction to ITIL v.3
10/14HP Restricted11
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
-
7/29/2019 1 Introduction to ITIL v.3
11/14HP Restricted12
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
-
7/29/2019 1 Introduction to ITIL v.3
12/14HP Restricted13
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
-
7/29/2019 1 Introduction to ITIL v.3
13/14HP Restricted14
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
-
7/29/2019 1 Introduction to ITIL v.3
14/14HP Restricted15
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