ITIL v3

Ashish A RainaKapil Chawla INTRODUCTION • Name • Product-line • Role • Why do you want to attend this training? • Previous Experience with ITIL • Hobbies / What do you enjoy most ? ITIL V3 FOUNDATION 2 PURPOSE Purpose of this training is to • Give the audience knowledge of ITIL v3 • Explain the updates from previous version • Encourage for Certification ITIL V3 FOUNDATION 3 EVOLUTION OF ITIL ITIL - Information Technology Infrastructure Library History • • • • • Originally created in late 80s by the UK government Now truly global and applicable to all IT Services Focus on process and roles rather than organisation Version 1 in 1991- focused on UK Government Version 2 in 2000 - Industry wide and took into account changes in technology • Version 3 in June 2007 – Life Cycle Approach OGC • Office of Government Commerce – UK Treasury ministry ITSMF • The driver behind all things ITIL taken over from OGC • Global – USA, Canada, Mexico, Argentina, and Brazil - Americas – Australia, India, Singapore - Asia Pacific – Denmark, France, Germany, Netherlands, Sweden, UK - EMEA ITIL V3 FOUNDATION 4 ITIL … Is a collection of books which contain recommendations & suggestions to improve provision of IT Services Not a standard but a Best Practices Framework Needs to be adopted and/or adapted ITIL V3 FOUNDATION 5 Standards based on ITIL BS 15000 ISO 20000 ITIL • BS15000 the first standard derived from ITIL BS15000:2002 Part 1 – Specification (The standard) BS15000:2002 Part 2 – Code of Practice (Implementation) • CSC was the first major computer services company to get BS15000 • ISO 20000: ISO standard derived from ITIL ITIL V3 FOUNDATION 6 WHY REFRESH ITIL v2 Necessity to accommodate the inputs from the Globe More practical & rational approach became necessary Emphasized on Service Support and Delivery only Less attention to Relationship Management with Partners ITIL V3 FOUNDATION 7 . ITIL V2 ITIL v2 ITIL v3 More process Oriented Lifecycle Based Approach Focus on Products. Process & People Focus on Partners apart from 3 Ps Security Management a part of Availability Security Management is a separate process Emphasize on SD & SS Equal attention to all the processes 10 processes + 1 Function 20 processes + 4 Functions IT & Business Alignment IT & Business Integration ITIL V3 FOUNDATION 8 .ITIL V3 VS. ITIL v3 CONTENTS Life Cycle Approach • Total 5 books (5 Phases) • All the core processes of v2 maintained • Additional 10 processes & 3 functions included • Other supporting document aids in various forms ITIL V3 FOUNDATION 9 . SERVICE LIFE CYCLE APPROACH ITIL V3 FOUNDATION 10 . FOCUS AREAS People Processes Products Partners ITIL V3 FOUNDATION 11 . SERVICE STRATEGY Demand Management Service Portfolio Management Financial Management 2.SERVICE OPERATION Service Desk (FUNCTION) Incident Management Event Management Request Fulfillment Access Management Problem Management Technical Management (FUNCTION) IT Operations Management (FUNCTION) Application Management (FUNCTION) ITIL V3 FOUNDATION 3.SERVICE DESIGN Service Catalogue Management Service Level Management Availability Management Capacity Management Supplier Management 5.CONTINUAL SERVICE Information Security Management IMPROVEMENT •7 Step Improvement Process Service Lifecycle Service Continuity Management –Service Reporting Approach –Service Measurement 4.SUMMARY OF ITIL v3 PROCESSES & FUNCTIONS 1.SERVICE TRANSITION Service Asset&Configuration Management Change Management Release & Deployment Management Knowledge Management 12 . New ITILv3 Education ITIL® v3 Qualification Scheme ITILFND09-1 ITIL V3 FOUNDATION 13 . BASIC CONCEPTS ITIL V3 FOUNDATION 14 . Service & Service Owner Service Management Process & Process Owner Functions. Interfaces RACI PDCA Compliance & Governance Concept of Caps ITIL V3 FOUNDATION 15 . Staff. Roles Metrics.BASIC CONCEPTS.……. Primary customer contact for the service Service Management • A set of specialized organizational capabilities which help us providing value to the customers in the form of services they enjoy AND/OR a set of Functions & Processes which manage the service ITIL V3 FOUNDATION 16 . Identifying improvement areas in Service – Accountable for Service. Ongoing Maintenance & Support – Monitoring & Reporting.Service • The means of delivering value to the customer by achieving the customer desired results while working within given constraints Service Owner • An individual or a team which is responsible towards customer for a given service • Responsible for – Initiation & Transition. Process • A set of activities which are carried out in a given manner to achieve the desired objective • A process is – – – – Measurable Yields desired result Delivers result to customers Responds to specific events or requirements Process Owner • An individual or a team responsible for – – – – – Help Design & documentation of process Ensuring it is being performed as per documentation Ensure that yields the desired end results Overall continual improvement of process Defining & reviewing KPIs ITIL V3 FOUNDATION 17 . responsibilities & activities assigned to individual or personnel ITIL V3 FOUNDATION 18 .Function • A Group of people & their tools used to carry out one or more processes or activities Staff • The personnel who are assigned to carry out specified tasks or activities Roles • A set of authorities. Metrics or KPIs • A measurement unit which imparts an ability to “Judge” the performance of a service Interfaces • The overlaps or linkages between two or more processes • Processes exchange data (input or output) via these linkages ITIL V3 FOUNDATION 19 . ultimately answerable for completion of task (only 1 person per task) C = Consulted.1 Internal Kick off 1. performs the task A = Accountable.5 Knowledge Transfer (KT) Transition C I C 1. kept apprised of the activity LOS Mgr SDM A R I 1.2 Offshore Resource requirement projection/Approval PM 20 .6 Conduct Lesson learned C A C 1.7 Sign off R A R ITIL V3 FOUNDATION Client A 1. provides information or assistance I = Informed.4 Resource Readiness R A 1.3 Travel Plan A 1.RESPONSIBILITY ACCOUNTABILITY CONSULTED INFORMED MATRIX Key: R = Responsible. PLAN DO CHECK ACT (Deming’s Cycle for Improvement) Continuous step by step improvement Act Check Plan Do Consolidated of the level reached (e.g. ISO 9001) ITIL V3 FOUNDATION 21 . COMPLIANCE & GOVERNANCE Compliance is a adherence to a Standard or Set of Guidelines or proper consistent practices Corporate Governance means to promote corporate Fairness. Transparency & Accountability IT Governance is an integral part of enterprise/corporate governance & it ensures that organization’s IT is in alignment with Strategies & Objectives ITIL V3 FOUNDATION 22 . When a staff is logging the call he is wearing a cap of Service Desk • When he/she is able to diagnose the root cause of the error he/she is wearing a cap of Incident & Problem management ITIL V3 FOUNDATION 23 .g.CONCEPT OF CAPS To carry out multiple roles simultaneously or at different times as per situation or the work involved • E. SERVICE STRATEGY 3.ITIL Processes & Positions Background work Service Strategy nt e t ien agem l C g En Service Level Management 5.CONTINUAL SERVICE IMPROVEMENT •7 Step Improvement Process ITIL V3 FOUNDATION Demand Management Service Portfolio Management Financial Management 2.SERVICE DESIGN Service Catalogue Management Availability Management Capacity Management Supplier Management Information Security Management Service Continuity Management 1.SERVICE OPERATION Service Desk (FUNCTION) Incident Management Event Management Request Fulfillment Access Management Problem Management Technical Management (FUNCTION) IT Operations Management (FUNCTION) Application Management (FUNCTION) 24 .SERVICE TRANSITION Service Asset & Configuration Management Change Management Release & Deployment Management Knowledge Management 4. 1. SERVICE STRATEGY ITIL V3 FOUNDATION 25 . ITIL V3 FOUNDATION 26 .ACTIVITIES OF SERVICE STRATEGY Identify market & define your target area • Decide what services you want to offer & who can be the potential customers Develop your service offerings • Build on/improve your services Develop strategic assets • Develop new services Help clarify the relationships between different services. processes. strategies etc. inputs. outputs • Fit for purpose Warranty – It is derived from positive effect being available when needed. in sufficient capacity & magnitude & dependably in terms of Continuity & Security • How well service does it • Fit for use ITIL V3 FOUNDATION 27 .BASIC CONCEPTS OF SERVICE STRATEGY Utility – It is derived from the attributes of service which have a positive effect on the performance • What does the service do? • Functional requirements • Features. Types of Service Providers Internal • Each BU has it’s own service providers (e. HR. Finance etc. authorized external vendors NOTE – In today’s world.g.) Shared • Each BU uses services from single SSU (Shared Services Unit) External • BUs take services from different. most of the organizations prefer to use mixture of all types ITIL V3 FOUNDATION 28 . networks) • KPO: Appointing external vendors to manage domain based processes/expertise ITIL V3 FOUNDATION 29 .g.DELIVERY MODELS Delivery model is a graphical representation of components that help organizations deliver services to customers • Insourcing: Using internal providers only • Outsourcing: Using external vendors • Co-sourcing: Combination of In-sourcing & outsourcing • Multi-sourcing: using 2 or more vendors to work together & are interdependent on each other’s work • BPO: Appointing external vendors to manage Business Function • ASP: Application Service Provider to provide shared services (e. SERVICE STRATEGY 1.Financial Management ITIL V3 FOUNDATION 30 .Service Portfolio Management 3.Demand Management 2. SERVICE STRATEGY 1 OF 3 DEMAND MANAGEMENT ITIL V3 FOUNDATION 31 . ONE LINER Demand Management = Know your customer’s requirements ITIL V3 FOUNDATION 32 . OBJECTIVES To understand customer’s current requirements Trend of requirements over a period/business cycle Match the customer’s expectations with organization's capabilities of providing services Ensure Warranty & Utility are in alignment with customer’s needs ITIL V3 FOUNDATION 33 . Service Level Package (SLP) Business Relationship Management ITIL V3 FOUNDATION 34 .KEY CONCEPTS Core service vs. Supporting Service Pattern of Business Activity (PBA). User profile Service Package (SP) vs. for a Banking customer.g. supporting services in above case could be providing a helpdesk which helps/troubleshoots any issues/queries faced by users when they access the website ITIL V3 FOUNDATION 35 . • It’s a service which is KEY from organization's perspective as well • E. Supporting Service Core Service is the service which actually brings ‘value’ to the customer. the core services provided will be all financial services Supporting Service ‘supports’ or enhances the core services • It’s like an added feature which may not be desired but important to have • Many times it becomes necessity • E.g.Core Service vs. Pattern of Business Activity (PBA) & User Profile Represents change in pattern of customers demands as explained by organization Important to track as it helps organization identify improvements in existing services or identify future opportunities Also important to study customer’s business & changing business needs User Profile • Demand patterns shown by users • Users means people or even processes/functions etc. • Is usually associated with/is subset of PBA ITIL V3 FOUNDATION 36 . SLP Service Package is a bundle of core services and/or supporting services which is offered to customer SP Includes Service Level Package SLP has a defined level of Utility & Warranty for a given SP • E.g. Buying 100 servers is a SP deal but some of them could be under Gold/Silver SLP ITIL V3 FOUNDATION 37 .SP vs. Business Relationship Management Customer centric activities Constant communication with customer Helps to know the improvements & future scope for business Usually the First Point of contact for the customer especially for a first time/new business ITIL V3 FOUNDATION 38 . METRICS Accurate understanding of customer’s business needs Loss of Business to competitors especially for a new services Improved Customer Relationships ITIL V3 FOUNDATION 39 . • Look for future business opportunities with customer He may have a team working with multiple customers ITIL V3 FOUNDATION 40 . PBAs.ROLES & RESPONSIBILITIES Business Relationship Manager • Documenting the customer’s business needs. User Profile etc. • Ensure SLP matches customer’s needs • Discussions with internal teams for setting up new SLPs or establishing the existing once • Analyze potential SLP improvements . SERVICE STRATEGY 2 OF 3 SERVICE PORTFOLIO MANAGEMENT ITIL V3 FOUNDATION 41 . ONE LINER SPM = How to bundle/package the services ITIL V3 FOUNDATION 42 . OBJECTIVES Plan for services you can offer Record of all the services including current. expired & in Pipeline Provide information/guidance to Service Design ITIL V3 FOUNDATION 43 . Business Service Management Business Service vs. IT Service ITIL V3 FOUNDATION 44 . It’s Components & structure Business Service.KEY CONCEPTS Service Portfolio. Service Portfolio It describes how the service are bundled & packaged Takes care of Marketing components such as • What is the REASON customer will buy these services? • What is the REASON customer will buy these services from US? • SWOT analysis for our Organization’s service capabilities • What could be our pricing models • How best to allocate resources & capabilities ITIL V3 FOUNDATION 45 . Approval. Operational Service Catalog Retired Services Stopped services ITIL V3 FOUNDATION 46 .Service Portfolio Structure New Services Services in pipeline Existing Services Requirements Gathering. Analysis. Charter. Release. Developed. Define Inventories. Prioritization. Resources • Charter – Communicate information / decisions. Chartering of services • Continually Update/ Improve the portfolio – begins next DAAC ITIL V3 FOUNDATION 47 . Validation of Data • Analyze – Decide Value Proposition. Services. Business Case. Balance of Demand & Supply • Approve – Authorize / Finalize the Portfolio.ACTIVITIES DAAC (Based on DMAIC cycle) • Define – Take Service Strategy as input. Resource allocation. METRICS How Accurate & Up-to-Date Portfolio is Is the information contained is relevant from Market perspective Is it in alignment with customer needs ITIL V3 FOUNDATION 48 . ROLES & RESPONSIBILITIES Product manager • Create Business case • Evaluate Marketing Opportunities • Deploy new services/retire the old ones • Manage a set of related services Business Relationship Manager • First Point of Contact • Document Customer needs ITIL V3 FOUNDATION 49 . SERVICE STRATEGY 3 OF 3 FINANCIAL MANAGEMENT ITIL V3 FOUNDATION 50 . ONE LINER Financial Management = Getting the Deal ($$$) right ITIL V3 FOUNDATION 51 . g.OBJECTIVES To serve as strategic tool to align IT services with Financial Decisions To balance the Cost & Price as appropriate Accounting for IT Services Facilitate Accurate Budgeting Finalize Financial Policies (e. Charging) Financial Review & Control ITIL V3 FOUNDATION 52 . COST VS PRICE Cost = Actual Expenditure of providing IT Services Price = The amount at which one Sells IT Services Hence Price – Cost = Profit ITIL V3 FOUNDATION 53 . Costs Types Business Case Business Impact Analysis ITIL V3 FOUNDATION 54 .KEY CONCEPTS Service Valuation (Previously known as Charging) Service Investment Analysis (Previously known as Budgeting) Accounting Cost Units . SERVICE VALUATION (CHARGING) A mechanism which helps organization to recover at least the expenditure incurred on providing IT services with additional monitorial profits as applicable Types • Cost Recovery (Actual) • Cost Plus Fixed Fee • Cost Plus % of Costs • Cost Plus Incentives • Notional Charging • Fixed Price • Time & Material ITIL V3 FOUNDATION 55 . SERVICE INVESTMENT ANALYSIS Was termed as Budgeting in v2 It is a Time phased allocation of Funds It helps Track & Control the expenditure pattern Also guide how to utilize the funds ITIL V3 FOUNDATION 56 . service. Helps an IT organization track costs for each customer.ACCOUNTING A mechanism to track WHAT has been spent & WHERE it has been spent Maintain accounts of all incoming and outgoing monetary fund Accounting involves maintaining detailed ledgers of the daily expenditure incurred during the implementation of an IT service. or activity ITIL V3 FOUNDATION 57 . Travel. Software. External etc.COST UNITS & COST CATAGORIES / TYPES Cost unit is the identified unit of consumption that can be accounted for a particular service or service asset Cost Categories • Hardware. Internal. Cost Types • Direct & Indirect • Fixed & Variable • Capital & Operational ITIL V3 FOUNDATION 58 . g. of Business case is a Study Report for “Why should we buy 34 Mbps Link?” ITIL V3 FOUNDATION 59 .BUSINESS CASE A decision support/planning system or tool /document It helps analyze the consequences of some decisions Usually it is in the form of report & may contain • Background/History • Facts & Figures. Validity period of the document • Risks & Mitigation plans • Recommendations • E. Customer Relationship etc. Financial penalties. ITIL V3 FOUNDATION 60 .BUSINESS IMPACT ANALYSIS It identifies organizations’ most critical business services & links them to the financial values or risks Helps to prioritize the critical services Analyzes facets of service such as Impact of outages. ACTIVITIES To design mechanisms for service valuation. Investment Analysis & Accounting To align IT Business with Finance Policies Ensure the accuracy in implementing financial controls Bill Payments & Collections Updating the Finance Policies as per Organizational needs ITIL V3 FOUNDATION 61 . ITIL V3 FOUNDATION 62 .METRICS Accuracy in Budgeting. Forecasting & Controls Quick & Effective financial decision making Proper IT Accounting Ensure Timely Bill Payments & Collections Overall performance of Finance Dept. / Controller • To Lay Financial Policies & document • To ensure that the policies are adhered to • Implement proper financial controls • Look for Continual Improvement Note – Every individual manager has some financial responsibility within his area of control ITIL V3 FOUNDATION 63 .ROLES & RESPONSIBILITIES Finance Manager / Dept. SERVICE DESIGN ITIL V3 FOUNDATION 64 .2. remove the risks from the services before they go live • Create & maintain IT plans. policies.ACTIVITIES Design services to meet Business Objectives • Design Secure & Resilient IT Infrastructure • Identify. transition & operation phases • Scope includes new services & improvements as may be needed over a service lifecycle ITIL V3 FOUNDATION 65 . technical & process framework (Design tool ensures standards are adhered to) • Design measurement methods & metrics for assessing effectiveness of processes • Design Effective & efficient processes for design. Availability Management 4. Service Catalog Management 2. Capacity Management 5. Service Level Management 3.SERVICE DESIGN 1.Information Security Management 7. Service Continuity Management ITIL V3 FOUNDATION 66 . Supplier Management 6. SERVICE DESIGN 1 OF 7 SERVICE CATALOG MANAGEMENT ITIL V3 FOUNDATION 67 . ONE LINER Service Catalogue Management = Services Ready to Use ITIL V3 FOUNDATION 68 . OBJECTIVES Create & Manage Service Catalog Keep Service Catalog Up to Date with latest information Continual Improvement in Management of Service Catalog ITIL V3 FOUNDATION 69 . Service Portfolio Types of Service Catalog ITIL V3 FOUNDATION 70 .KEY CONCEPTS What is Service Catalog? Service Catalog vs. Menu Card in a Hotel Service Catalog vs. Service Portfolio • Service catalog is a part of Service Portfolio • Service Portfolio depicts the services in their Business Value Terms i. Why customer would buy it from us • Service Catalog depicts what service would you like to offer to customer (which will be based on customer needs) • Service Portfolio is not usually available to be viewed by Customer or public whereas Service Catalog may be ITIL V3 FOUNDATION 71 .g.e.What is Service Catalog? • A single source of information for all the service offerings • Includes Operational & in Transition Services • E. Types of Service Catalog Business Service Catalog • Used by Relationship Manager to win a business • Consists list of all IT services which are important for Customer’s Business Process • Visible to customer (or even to common public) Technical Service Catalog • Used by Relationship Manager to know the capabilities & limits of Business Service Catalog • Contains all the Backup/Supporting services for services shown in BSC • Usually Not visible to Customer ITIL V3 FOUNDATION 72 . METRICS Accuracy of Information within Service Catalog Number of corrections made Customer Feedback Number of successful/lost proposals ITIL V3 FOUNDATION 73 . E. • Work on Continual Improvement of Service Catalog ITIL V3 FOUNDATION 74 .g.ROLES & RESPONSIBILITIES Service Catalog Manager • Establish & maintain Service Catalog • Ensure all the information is accurate & up-to-date • Oversee all the other aspects of service catalog. Information contains all applicable operational & in Transit services etc. SERVICE DESIGN 2 OF 7 SERVICE LEVEL MANAGEMENT ITIL V3 FOUNDATION 75 ONE LINER Service Level Management = Negotiate & Agree Service Levels with client ITIL V3 FOUNDATION 76 OBJECTIVES To Negotiate, Agree & Document the Service Levels To balance the customer expectations & organization’s capabilities To measure, report & continually maintain/improve service level To manage the performance as per agreed service levels To manage the customer relationship ITIL V3 FOUNDATION 77 KEY CONCEPTS Service Level Requirements (SLR) Service Level Agreements (SLA) Operational Level Agreements (OLA) Underpinning Contracts (UC) Service Improvement Plan (SIP) • A formal project undertaken within an organization to identify and introduce Measurable improvements within a specified work area or , work process ITIL V3 FOUNDATION 78 ELEMENTS OF SLA Service Scope and description Service hours Measures of availability and reliability Support details – who to contact, when and how Respond and fix times Deliverables and time scales Change approval and implementation Reference to IT Service Continuity Plan Signatories Responsibilities of both parties Review process Glossary of terms ITIL V3 FOUNDATION 79 SLA,OLA,UC Customer SLA Organization Management OLA Org’s Internal Teams UC Vendors ITIL V3 FOUNDATION 80 METRICS Clearly Defined SLAs. OLAs and UCs Performance against agreed SLAs Shortfalls in SLA and consequent SIPs Number & severity of service breaches Improvement in customer satisfaction ITIL V3 FOUNDATION 81 . SIPs.ROLES & RESPONSIBILITIES Service Level Manager • Process Owner • Review & Reporting • Maintaining an effective Service Level Management process by defining SLAs. OLAs and UCs • Updating the existing SLAs. OLAs and UCs • Reviewing and improving the performance of the IT organization to meet agreed service levels ITIL V3 FOUNDATION 82 . SERVICE DESIGN 3 OF 7 AVAILABILITY MANAGEMENT ITIL V3 FOUNDATION 83 . ONE LINER Availability Management = Ensure it is up when it should be ITIL V3 FOUNDATION 84 . in a cost-effective manner Continually Optimize & Improve the availability by preparing Availability Plan ITIL V3 FOUNDATION 85 .OBJECTIVES To ensure agreed Availability Level is met or exceeded The Availability Management process plays an important role in ensuring that a defined level of IT services is continuously accessible to customers. KEY CONCEPTS Availability Reliability Maintainability Serviceability Vital Business Function (VBF) High Availability Fault Tolerance ITIL V3 FOUNDATION 86 . component or configuration item to perform it’s agreed & expected function when required Usually expressed as Percentage Availability= (AST-DT) X 100 ----------------AST AST = Agreed Service Time DT = Downtime ITIL V3 FOUNDATION 87 .AVAILABILITY The ability of a service. Reliability • Implies how long the specified service is available for the required period without any interruptions or failures Serviceability • Ability of the 3rd party supplier to provide the expected service to service provider Maintainability (or Recoverability) • How easy it is to maintain or recover a service. ITIL V3 FOUNDATION 88 . component or configuration item • NOTE – Availability can be Proactive (recommended) or Reactive. Mean Time Between Failures(Uptime) = Availability MTBSI – Mean Time Between system Incidents = RELIABILITY ITIL V3 FOUNDATION 89 .Mean Time to Restore Service (Down Time) = Relates to Maintainability (Also has an element of Serviceability) Time Detection Restoration Repair Recover Diagnosis Incident Occurred Incident Occurred MTBF.Availability Metrics MTRS. Vital Business Function (VBF) • A critical function or business process High Availability • Minimizing the impact of component failure Fault Tolerance • Ability of a service to continue to be available even after component(s) failure ITIL V3 FOUNDATION 90 . METRICS Uptime per service or group of Users Downtime duration Downtime frequency Number of failures beyond ‘X’ time ITIL V3 FOUNDATION 91 . ROLES & RESPONSIBILITIES Availability Manager • Process Owner • Ensure the agreed levels of service availability • Create & manage Availability Plan • Continual improvement in process/results ITIL V3 FOUNDATION 92 . SERVICE DESIGN 4 OF 7 CAPACITY MANAGEMENT ITIL V3 FOUNDATION 93 . ONE LINER Capacity Management = Ensure IT is sized in optimum & effective manner ITIL V3 FOUNDATION cost 94 . OBJECTIVES Provide the required IT Infrastructure in a cost effective manner while also meeting it’s requirements Ensure optimum utilization of IT infrastructure Work on current & future needs Produce & regularly upgrade Capacity Plan ITIL V3 FOUNDATION 95 . Modeling. Service & Component Capacity Management Capacity Management Information System Capacity Plan Performance Management. Application Sizing ITIL V3 FOUNDATION 96 .KEY CONCEPTS Business . forecast model and developing the Capacity Plan to understand future business needs • Modeling to estimate the best alternative for Capacity deployment Service Capacity Management • Understand the functioning of the IT services.Business Capacity Management • Trend. network capacity etc. manage demand for service Component Capacity Management • Using and monitoring of all components of the IT infrastructure • Optimize use of the current IT resource components such as bandwidth. resource usage and variations to ensure that appropriate service agreements can be designed • Report on Service profile of use of services. ITIL V3 FOUNDATION 97 . Capacity Plan • Time (or trigger) phased plan to maintain/increase the utilization of IT Infrastructure by maintaining or adding IT infrastructure components Capacity Management Information System (CMIS) • A system which holds the data needed & maintained by all the capacity sub processes/activities ITIL V3 FOUNDATION 98 . Performance Management – Monitoring – Tuning Modeling – Mathematical models for determining the benefits and costs of varying capacity – Simulation and Analytical techniques Application Sizing – For determining the hardware capacity required to support new/modified applications ITIL V3 FOUNDATION 99 . METRICS Performance trends after estimates Reduction in rushed purchases Reduction in expensive overcapacity Reduction in number of incidents due to performance plans ITIL V3 FOUNDATION 100 . ROLES & RESPONSIBILITIES Capacity Manager • Monitors the Process • Capacity Plan Creation • Update the Capacity Management Database Supported by Technical & Application Management • To provide capacity requirements via capacity incidents & problems • Other day to day capacity management activities ITIL V3 FOUNDATION 101 . SERVICE DESIGN 5 OF 7 SUPPLIER MANAGEMENT ITIL V3 FOUNDATION 102 . ONE LINER Supplier Management = Manage Supplier Relationship & Performance ITIL V3 FOUNDATION 103 . List & Contracts Database ITIL V3 FOUNDATION 104 .OBJECTIVES Manage supplier relationship & performance Ensure the Right & Relevant contracts with supplier Manage the contracts throughout their lifecycle Create & maintain Supplier Policy. Supplier Selection Requirement of 3rd party supplier Request Supplier Responses Manage Suppliers Update supplier’s records SCD Select Suppliers Analyze Supplier Capabilities ITIL V3 FOUNDATION Contract with Supplier (UC) Supplier provides Services 105 . Supplier’s performance Against contract terms Supplier Contracts Database Fresh/Renewed Contracts Organization’s Supplier Records of Policy & Strategy Existing Past/Expired Contracts Contracts ITIL V3 FOUNDATION 106 .Supplier – Contracts Database (SCD) Contracts categorization According to Types of services. expiry date. Contracts Modification/Termination Owner. value etc. METRICS Accuracy of information in SCD Relevance of contracts in terms of SLM Performance of suppliers ITIL V3 FOUNDATION 107 . ROLES & RESPONSIBILITIES Supplier Manager • Process owner • Deliver expected supplier performance • Create. establish & maintain SCD • Manage the contracts in conjunction with SLM ITIL V3 FOUNDATION 108 . SERVICE DESIGN 6 OF 7 INFORMATION SECURITY MANAGEMENT ITIL V3 FOUNDATION 109 . ONE LINER ISM = Protect your Data & Information ITIL V3 FOUNDATION 110 . OBJECTIVES To prevent Unauthorized Access (& allow Authorized Access) To provide effective security measures at Strategic. Tactical & Operational organizational Levels To enable organization to do a business “Safely” To comply with Security Requirements as per SLA ITIL V3 FOUNDATION 111 . Availability. Non-Repudiation Information Security Policy Security Analysis & Controls ITIL V3 FOUNDATION 112 .KEY CONCEPTS Confidentiality. Integrity. Confidentiality • Information is accessible to only those who are authorized to view it Integrity • Information. it is available (only to authorized) when it should be Non-Repudiation • Sender of information can not deny that information has NOT been sent by him ITIL V3 FOUNDATION 113 . is protected against unauthorized modification Availability • Information is invulnerable to attacks or is recoverable in secured way i. especially while being communicated.e. Information Security Policy • A policy of an organization which ensures the compliance to Information Security Objectives & Guidelines Security Analysis & Controls • To Analyze the threats to organization’s data/Information & to eliminate/minimize the same • To provide security controls (checkpoints) at various levels so that reduce the impact of security breaches ITIL V3 FOUNDATION 114 . Attacks Business Losses incurred due to security malpractices Adherence /Compliance to Security Standards Security Audits reports ITIL V3 FOUNDATION 115 .METRICS Effectiveness of Security Measures / Controls Number of Security Breaches . ITIL V3 FOUNDATION 116 .ROLES & RESPONSIBILITIES Security Manager • Process Owner. Planning for Security • Design & Monitor Security Policy / Analysis / Controls • Oversee entire security aspect of the organization • Overall Improvement Security Officer • Mediator between Security manager & Customer / Users • Assist Implementation of security policies/measures etc. SERVICE DESIGN 7 OF 7 SERVICE CONTINUITY MANAGEMENT ITIL V3 FOUNDATION 117 . ONE LINER Service Continuity Management = Recover from disaster as per agreed & applicable SLA ITIL V3 FOUNDATION 118 . OBJECTIVES To create & manage IT service continuity & recovery plans To reduce potential disaster occurrence To negotiate & manage necessary contracts with 3rd parties Balance SLAs & Cost factors while planning for service continuity ITIL V3 FOUNDATION 119 . KEY CONCEPTS Business Continuity Strategy Life Cycle Approach to ITSCM Assessment of Changes for impact on ITSCM Dormant Contracts Negotiated/Compromised SLAs Regular Testing – Ongoing as a part of Lifecycle approach ITIL V3 FOUNDATION 120 . LIFE CYCLE APPROACH TO ITSCM Initiate ITSCM Gather requirements • Plan for implementation Implementation • ORR (Operation Readiness Review) • Mock Testing • Go Live /Sign Off for ITSCM Structure Ongoing regular testing & updates to ITSCM structure ITIL V3 FOUNDATION 121 . ITIL V3 FOUNDATION 122 . POSSIBLE RECOVERY OPTIONS Do nothing Manual Workarounds Reciprocal arrangements (Less Frequently used) Immediate recovery – hot standby (24 hours) • Mirrored business systems on an alternate site Intermediate recovery – warm standby (24-72 hrs) • Similar to immediate but critical systems need to be recovered and run Gradual recovery – cold standby (72 hrs) • Empty facility with utilities Fortress Approach Dormant contracts Insurance ITIL V3 FOUNDATION 123 . Business Continuity Strategy • Aims at reducing risks by developing recovery plan(s) to restore business activities if they are interrupted by a disaster Assessment of Changes for impact on ITSCM • To study & mitigate the impact of any changes in IT Infrastructure on ITSCM Dormant Contracts • Contracts with 3rd parties which become active only when triggered by a disaster Negotiated/Compromised SLAs • To negotiate appropriate SLAs with customer which will be applicable only during disaster ITIL V3 FOUNDATION 124 . METRICS Number of shortcomings Cost to company due to loss if no recovery Plan Cost in Time. resources and money to restore IT Services ITIL V3 FOUNDATION 125 . ROLES & RESPONSIBILITIES ITSCM Manager • Owns entire ITSCM process • To manage & upgrade ITSCM Plans ITIL V3 FOUNDATION 126 . 3. SERVICE TRANSITION ITIL V3 FOUNDATION 127 . Build. Package. Test & Deploy the releases into production • Transition of services to & from other Organizations • Decommission or Termination of services ITIL V3 FOUNDATION 128 .ACTIVITIES Plan & Implementation of all the releases / Services (Applies to new & existing services) • Ensure that the changes as proposed in Service Design are realized • Authorize. Offerings & Contracts Service Acceptance Test Service Operational Readiness Test Service Release Package Test Component & Assembly Test Service Component Build & Test (Internal & External Suppliers) ITIL V3 FOUNDATION 129 .Model Define Customer Business Requirements Service Review Criteria/Plan Define Service Requirements Service Acceptance Criteria/Plan Design Service Solution Service Operation Criteria/Plan Design Service Release Release Test Criteria/Plan Develop Service Solution Validate Service Packages.Service Transition V. Knowledge Management ITIL V3 FOUNDATION 130 . Release & Deployment Management 4.SERVICE TRANSITION 1. Change Management 3. Service Asset &Configuration Management 2. SERVICE TRANSITION 1 OF 4 SERVICE ASSET & CONFIGURATION MANAGEMENT ITIL V3 FOUNDATION 131 . ONE LINER SACM = Know what you have ITIL V3 FOUNDATION 132 . OBJECTIVES Identify. Record & Provide accurate information of the Configuration Items (CI = IT components) Provide the Logical Model for IT infrastructure correlating the IT services & their components Protect Integrity of the CIs Create & maintain Configuration Management System Manage Service Assets (Service CIs) Perform regular audits / status accounting activities for all the CIs ITIL V3 FOUNDATION 133 . Citi Bank SAP Services IT Infra Services SAP Service 1 Infra Service 1 SAP Service 2 Infra Service 2 Application Infrastructure Data Center Network Application Infrastructure Remote Connectivity Web Services Messaging ITIL V3 FOUNDATION 134 .LOGICAL MODEL Customers – RBS. Bank of America. Variant Types of CIs Configuration Management System ITIL V3 FOUNDATION 135 . Baseline.KEY CONCEPTS Configuration Items. ITIL V3 FOUNDATION 136 .Configuration Item • A uniquely identifiable entity/item which needs to be controlled Baseline • Snapshot of a CI or a group of CIs at a given time or stage Variant • A baseline with minor differences Configuration Management System • It is a system which controls & maintains the record if all CIs in a structured manner in 1 or more databases known as CMDB • Stores Attributes of CIs. Relationship between CIs • Consists of Multiple layers like Integration Presentation etc. CONFIGURATION MANAGEMENT SYSTEM Presentation Layer /User Interface Knowledge & Logic processing Data/Source information gathering NOTE – CMDB can be any Database. or even Excel File ITIL V3 FOUNDATION CMDB1 Services CMDB2 H/W CMDB3 Policies 137 . Service Model Organization CIs • Organization Policies. Service Design Package Service CIs • Service Capability /Resource Assets.TYPES OF CIs Service Lifecycle CIs • Business Case. Service Portfolio. documentations • ----------------------------------------------------------------------------------Internal CIs • Internal to individual projects which are required to maintain IT External CIs • Customer Agreements & Requirements ITIL V3 FOUNDATION 138 . ACTIVITIES Planning Identification Status Accounting Control Verification and Reporting ITIL V3 FOUNDATION 139 . Planning Defining the strategy. Identifying the tools and resources available for the process Creating interfaces with other ITIL processes. ITIL V3 FOUNDATION 140 . policy and objectives for the process Analyzing the information. projects and third party suppliers Configuration Management Plan including Policy and Strategy could be one output. Specific Areas Specify the Level of Detail for information recording • Identify the Relationships of the CIs • Determine the depth of information to be recorded • Naming Conventions. Define the Scope of the process • IT Services. Software and Documentation. Attributes covered ITIL V3 FOUNDATION 141 .Identification To identify the associated IT services and components. which need to be controlled by the Configuration Management process. Hardware. Released for Installation. Spare ITIL V3 FOUNDATION 142 . Typical Statuses • New CIs – In Order. RFC open for the CI new version requested. Under test. Phased Out.Status Accounting The next activity after Identification is Status Accounting of the IT component through its life cycle. Accepted • Existing CIs – Received. Order received. A status code is assigned to each of the statuses for easy identification. Down. Live. Undergoing maintenance • All CIs – In Stock. Tested. who can modify ITIL V3 FOUNDATION 143 . Control • Who can Access.Control Configuration Management controls all the IT components received by the organization. audit tools can be used to automatically analyze workstations and report on the current situation and status of the IT infrastructure.Audit and Verification Does the CMDB reflect reality? • The activities includes verifying and auditing the details in the CMDB. Accuracy is improved by • Active rather than passive CMDB • Automatic updating • Integration with other processes • Automatic checks ITIL V3 FOUNDATION 144 . • For example. Reporting Assess the efficiency and effectiveness • Through Regular MIS reports • Scheduled reviews of the expected growth in demand of Configuration management activities ITIL V3 FOUNDATION 145 . METRICS Number of occasions on which a – "Configuration" was found to be unauthorized – Number of refused RFCs as a result of incomplete data in the CMDB – Number of changes to the CMDB because of identified errors in the CMDB – Unauthorized IT components detected in use ITIL V3 FOUNDATION 146 . processes & procedures • Define necessary controls • Oversee collection & management of data • Audits • Produce management reports ITIL V3 FOUNDATION 147 .ROLES & RESPONSIBILITIES Service Asset Manager Configuration Manager These are responsible for their own processes • Implementing policy • Agree scope. SERVICE TRANSITION 2 OF 4 CHANGE MANAGEMENT ITIL V3 FOUNDATION 148 . ONE LINER Change Management = Minimize the Impact of Change ITIL V3 FOUNDATION 149 . OBJECTIVES Study the adverse Impact of change & minimize it Create & maintain a Change Management process Prevent Unauthorized changes Prepare Change (& Back out) Plans via FSC & provide PSA Post Implementation Reviews of Changes Maintain a record of all changes Note .Change Management does NOT implement change ITIL V3 FOUNDATION 150 . KEY CONCEPTS Scope of Change Management Change Types . Back out Plans ITIL V3 FOUNDATION 151 . ECAB. Change Models CAB. Change Classification & Prioritization. PSA. RFC. FSC. Tactical & Operational changes Out of Scope • Business Strategy & Processes • Implementation of changes • Any other task documented as out of scope ITIL V3 FOUNDATION 152 .Scope of Change Management Scope of Change Management process is restricted to • IMAC of IT Infrastructure Components including documentation • Strategic. Change Types Standard Changes • Routine Changes that follow an established procedure & do not disrupt It services • E.g. updating the Anti-Virus software is a standard Change Emergency Changes • Crucial to an organization and have to be implemented immediately. • Emergency Changes are disruptive and prone to failure • E.g. the some ports in critical switch has gone down. Therefore, a new switch needs to be installed ITIL V3 FOUNDATION 153 Request for Change (RFCs) • Incidents, upgrades to the infrastructure, or changes in the business requirements generate the need for a Request for Change (RFC) Change Classification & Prioritization • To classify & plan changes in the order of their impact & urgency Change Models • Predefined way or procedure for handling known type or complexity • Automated as far as possible • Allow for scalability to create a new model ITIL V3 FOUNDATION 154 Forward Schedule of Changes (FSC) • Contains details of all approved changes and their implementation dates for an agreed period • Detailed short term schedules and less detailed for longer term planning Projected Service Availability (PSA) • To determine the best time for a change implementation • Both the FSC and PSA are agreed with the customers Back Out Plan • It is executed if the Change can not happen as per plan • Usually but not necessarily the typical back out plan is to bring the systems back to original state it was in before the change started ITIL V3 FOUNDATION 155 Change Advisory Board (CAB) • CAB approves Changes after assessing and prioritizing the RFCs. • CAB members should have sound technical knowledge and good business perspective. • Change Manager is the only permanent member on the CAB & ECAB CAB/Emergency Committee • To review urgent changes • Few members required (typically Senior Managers from concerned dept) • Availability after shift hours ITIL V3 FOUNDATION 156 Change Management Process Flow Problem Management Customer or other teams Request For Change (RFC) Line Manager Approval Change Manager Co n it Inv CAB Meeting t s ul SCM, Capacity, BRM, ISM,SLM, R&D, Customer etc. p sa a ns o i t a Update CMDB & Change Records ble a c pli FSC/PSA Implement Change Failure Success Customer Sign Off Post Change Review Back out Plan ITIL V3 FOUNDATION 157 ACTIVITIES Record RFC Review RFC Assess & Evaluate Change – 7 Rs of Change Authorize Change Issue Change Plan (to R& D Team) Support/Coordinate Change Implementation Post Change Review ITIL V3 FOUNDATION 158 7 Rs of Change Who RAISED it What is REASON for change What is the RETURN expected from change What could be the RISKS involved in change Which RESOURCES are needed to implement change Who (which R&D Team) is RESPONSIBLE for build. test & implement change Is there (or what) any RELATIONSHIP between this change & other changes Back to previous slide ITIL V3 FOUNDATION 159 . METRICS Number of Rejected RFCs Number of Incidents occurring due to implemented Changes Number of successful changes Number of unsuccessful changes Number of backed out changes Average Time needed to implement a Change Number of incidents resolved by implementation of a Change ITIL V3 FOUNDATION 160 . ROLES & RESPONSIBILITIES Change Manager • Chairperson of the CAB • Filtering and accepting RFCs • Primary Responsibility of planning and coordinating implementation of changes • Obtaining authorization for change • Reviewing Implemented Changes • Convening emergency CAB meetings • Generating Change Management reports • May have Change coordinators to support CAB Member • Belongs to the CAB and participates in all CAB meetings • Helps in reviewing all RFCs to estimate impact • Participates in Scheduling Changes ITIL V3 FOUNDATION 161 . SERVICE TRANSITION 3 OF 4 RELEASE & DEPLOYMENT MANAGEMENT ITIL V3 FOUNDATION 162 . ONE LINER R & D Management = Bring in the change Carefully ITIL V3 FOUNDATION 163 . Build. Test & Install Hardware & Software components Skills & Knowledge Transfer to enable • Customers & users the optimum use of service • Operations & support staff to run & support the service ITIL V3 FOUNDATION 164 . Design.OBJECTIVES Implementing the authorized changes as per Change plan Plan. KEY CONCEPTS Release Release Units Release Identification Types of Release Release Methods ITIL V3 FOUNDATION 165 . ITIL V3 FOUNDATION 166 .Release A collection of authorized Changes to an IT Service A Release is defined by the RFCs that it implements A Release could consist of a number of Problem fixes and enhancements to a service. Including too many changes in one release can be too complex for safe implementation while too many releases affect user dependency on the stability of the service. program or module. An example of a s/w release unit could be changes made to a system. An example of hardware Release Unit can be changes to the complete PC or Processor. Depending on the type or item of software and hardware. the size of the unit can vary.Release Units A Release unit describes the portion of the IT infrastructure that should be released together. ITIL V3 FOUNDATION 167 . suite. The environments in which a Release can be categorized are: – Development – Test – Live – Archive ITIL V3 FOUNDATION 168 . Release identification means determining the status of a Release in different environments.Release Identification The status of a Release alters according to its current environment. ITIL V3 FOUNDATION 169 .  For example. Each of the software in the package depends on the other software in the group for its performance. including the parts that were not changed. such as Systems software and Office applications are appropriate for Package Releases. scheduled upgrades to third-party software.Release Types Depending on the number of changes that should be included in one Release.  A number of similar Changes can be implemented together in this Release  More preparation and resources are required for a Full Release • Package Release  You use a Package Release when you Release a group of software. a Release can be of the following type: • Delta Release  Just a few changes normally a quick fix • Full Release  When a program is released in its entirety. the release itself is carried out in phased manner Push vs. Pull (usually for software) • Push is used when a component is deployed from a centre & pushed to it’s target locations • Pull is used when a software is stored in centre & users are requested to pull it based on their requirements Automated vs.Release / Deployment Methods Big Bang vs. Phased Approach • In Big Bang approach the new or changed component is deployed to all user areas in one go • Phased approach involves deployment of components to part of user area & then deploying in other areas in phased manner • Alternatively. Manual ITIL V3 FOUNDATION 170 . Preparation & Training Release Distribution.ACTIVITIES Release Planning Release Design Building & Configuring Release Testing & Acceptance Roll Out Planning Communication. Implementation Definitive Software Library Definitive Hardware Store Configuration Management Database ITIL V3 FOUNDATION 171 . METRICS • Number of Incidents by Back Out • Number of accurate and timely release at remote sites • Number of unused software that have unnecessary costs. Licence fees • Number of times unauthorised software is used • Number of times CMDB status is updated/not updated ITIL V3 FOUNDATION 172 . eg. ROLES & RESPONSIBILITIES The Release & Deployment Manager coordinates the implementation of the process with other teams. • Prepares Release Plan • Authorises the Release Build and Configuration • Communicates Release to other groups • Coordinated final Implementation of Release • Member of the CAB The Test Manager ensures that the release is tested and signed off by proper authorities. • Successful testing of the release before sign-off • Ensure Testing environment is same as Live environment • Preparing roll-out Plan with Release Manager ITIL V3 FOUNDATION 173 . SERVICE TRANSITION 4 OF 4 KNOWLEDGE MANAGEMENT ITIL V3 FOUNDATION 174 . ONE LINER Knowledge Management = Gather. Store & Share the knowledge ITIL V3 FOUNDATION 175 . Analyze. Customer details. Maintain & update Service Knowledge Management System Make sure that a Right & Relevant information at Right time is available for organization’s requirements (e.OBJECTIVES Improve the efficiency by reducing the need to Re-discover the knowledge Create.g. contract/SLA data) ITIL V3 FOUNDATION 176 . KEY CONCEPTS D-I-K-W Structure DML DML & CMDB SKMS ITIL V3 FOUNDATION 177 . Data . what. when. where? ITIL V3 FOUNDATION 178 .Wisdom Data • A set of discrete facts about the events • Usually large amount of data is/can be collected Information • The data is arranged/sorted in appropriate context & manner so that it’s easy to locate/work on • Answers questions like Who.Information – Knowledge . Knowledge • Created based on the information/data or own expertise • Answers How? • Is dynamic & context based • Helps in decision making Wisdom • Gives detailed understanding • Arriving at the judgment • Helps finalize future decisions/actions ITIL V3 FOUNDATION 179 . external.Definitive Media Library Store Master copies of all the S/W assets • In house. Trail. Commercial Of The Shelf • Licenses. Scripts & codes Is controlled by Service Asset & Configuration Management process Serves as the only source for build & distribution for Release & Deployment process ITIL V3 FOUNDATION 180 . DML & CMDB CMDB stores the information about all the CIs (H/W & S/W) DML stores the actual CIs (S/W only) Both are controlled by SACM process Both form part of SKMS ITIL V3 FOUNDATION 181 . Service Knowledge Management System Presentation Layer /User Interface Knowledge & Logic Processing Service Knowledge Base CMS Services H/W DML CDB ITIL V3 FOUNDATION Policies SCD 182 . SERVICE OPERATION ITIL V3 FOUNDATION 183 .4. ACTIVITIES Keeping services into Operations • Ongoing day to day activities • Ensure that services are delivered at agreed levels (SLA) • Continual Improvement in meeting the SLAs & management of operations Involves Management of • Services • Service Management Processes • People • Technology ITIL V3 FOUNDATION 184 . Responsiveness Quality of Service vs. proactive ITIL V3 FOUNDATION 185 . Technology (External Business View vs. Internal IT view) Stability vs.Achieving balance between Conflicting Motives IT Services vs. Cost of Service Reactive vs. SERVICE OPERATION Service Desk (FUNCTION) Event Management Incident Management Request Fulfillment Access Management Problem Management Technical Management (FUNCTION) IT Operations Management (FUNCTION) Application Management (FUNCTION) ITIL V3 FOUNDATION 186 . SERVICE OPERATION 1 OF 9 SERVICE DESK (FUNCTION) ITIL V3 FOUNDATION 187 . ONE LINER Service Desk = Single & the First Point Of Contact ITIL V3 FOUNDATION 188 . OBJECTIVES OF SERVICE DESK To serve as FIRST Point of Contact (FPOC) Play a vital role in achieving Customer Satisfaction First Level Fix (FLF) & First Level Diagnosis (FLD) To coordinate the activities between End User & IT Service Provision Teams To OWN the Logged Request & ensure the Closure. Escalate as appropriate To support other IT Provision Activities on need basis ITIL V3 FOUNDATION 189 . KEY CONCEPTS OF SERVICE DESK Logging the call with service desk Types/Models/Structures of Service Desk Skills required for Service Desk Personnel ITIL V3 FOUNDATION 190 . All other relevant teams. Alerts. Events. Emails.LOGGING THE CALL WITH SERVICE DESK Who – End users. Web Console etc. What is an Incident? • An occurrence of event(s) which disrupts or can potentially disrupt the normal service operation What is problem? • Unknown underlying cause of one or more incidents ITIL V3 FOUNDATION 191 . as a proactive measure How – Telephone. Service Desk Team itself • NOTE: Not every call logged is an incident Why – As a part of responsibility. TYPES / MODELS / STRUCTURES OF SERVICE DESK Central Service Desk Local or Distributed Local Service Desk Virtual Service Desk Follow the Sun Model Specialized Service Desk ITIL V3 FOUNDATION 192 . CENTRAL SERVICE DESK Single Service Desk at a possible central location Can be a group of service desks Integrated at a single location Advantage • Cost cutting • Centralized control Disadvantage • Some Local presence may still be required for Physical support ITIL V3 FOUNDATION 193 . Pune ITIL V3 FOUNDATION 194 . Delhi sk 5 e lpd 242 e H -23 1 01 ABC Ltd.Centralized Service Desk ABC Ltd.k 25 Helpdesk 011-232425 ABC Ltd. Hyderabad He lp d 0 23 11 es 24 . Bangalore ABC Ltd. LOCAL OR DISTRIBUTED SERVICE DESK The desk is co-located within or physically close to user premises Advantage • Useful in case of multilingual / multi location organizations • Faster response wherever Physical presence is necessary Disadvantage • May prove Expensive • Difficult to manage multiple desks ITIL V3 FOUNDATION 195 . Delhi SD ABC Ltd. SD ABC Ltd. SD Pune ITIL V3 FOUNDATION 196 .Local or Distributed Service Desk ABC Ltd. SD Hyderabad Bangalore ABC Ltd. an appearance of a single / centralized desk Primarily used in Off-shoring kind of services Advantage • Maximum use of technology so minimum personnel involvement • Less number of requests go Unregistered Disadvantage • Expensive to use • Physical support may not be possible ITIL V3 FOUNDATION 197 .VIRTUAL SERVICE DESK By using the extensive technology. Hyderabad 2nd Caller 1800XX 1st Caller Network Cloud ITIL V3 FOUNDATION 3rd Caller 1800XX ABC Ltd. Delhi Answer to 3rd Caller ABC Ltd. Bangalore 1800XX 4th Caller 1800XX SD Beijing Answer to 2nd Caller SD London ABC Ltd.Virtual Service Desk SD New York ABC Ltd. Pune Answer to 1st Caller SD Sydney 198 . FOLLOW THE SUN MODEL 24 Hrs of Desk Team which is in Day time picks up the call Advantage • Best for 24 Hrs kind of support • Less desk staff attrition due to working time Disadvantage • Expensive due to use of technology • Multiple control points so difficult to manage ITIL V3 FOUNDATION 199 . Follow the SUN Responding SD Region USA EST IND UK AUS 5 AM ITIL V3 FOUNDATION 10 AM 3 PM 8 PM Indian Standard Time USA PAC 1 AM 200 . SPECIALIZED SERVICE DESK Expert Staff specialized in their respective fields Advantage • Faster & accurate resolution of request Disadvantage • Difficult to get skilled staff ITIL V3 FOUNDATION 201 . Specialized Service Desk DBA Network Admin Service Desk Menus Windows Team User calls Email Team ITIL V3 FOUNDATION 202 . most of the organizations use a mixture of service desk types/models/structures.NOTE In practical world. ITIL V3 FOUNDATION 203 . SKILLS REQUIRED Communication Interpersonal Skills Business / IT Understanding Professionalism Customer Focus Subject Knowledge (for a Specialist Service Desk) ITIL V3 FOUNDATION 204 . Provide Preliminary level of diagnosis as applicable Categorize the incident as possible Assign to relevant Incident Team Follow up with Incident Team Update status regularly & communicate to user as applicable Keep an eye on agreed SLAs Escalate as & when appropriate Confirm with user before closing the incident Provide Service Desk Metrics Reports to Service Desk Manager ITIL V3 FOUNDATION 205 . events etc.ACTIVITIES OF SERVICE DESK Receive & Log the calls from End Users. % Unattended Accuracy of updating ticket status Number of SLA breaches Timely Escalations Customer Satisfaction ITIL V3 FOUNDATION 206 .METRICS FOR SERVICE DESK Average call resolution/duration % of calls picked up in 3 rings. ROLES & RESPONSIBILITIES IN SERVICE DESK Service Desk Staff • To Perform all the activities of Service Desk as applicable Service Desk Manager • To Oversee the functioning of Service Desk • To build Service Desk Team for new services • To Monitor the performance of Service Desk on regular basis • To identify & work on the Continual Improvement of Service Desk ITIL V3 FOUNDATION 207 . SERVICE OPERATION 3 OF 9 EVENT MANAGEMENT ITIL V3 FOUNDATION 208 . ONE LINER Event Management = Detect Events & decide appropriate Actions ITIL V3 FOUNDATION 209 . ITIL V3 FOUNDATION 210 . Make Sense/Analyze them & Decide the appropriate action Monitor.OBJECTIVES Detect Events. Record & filter the relevant events Trend Analysis as a Proactive Measure/Study purpose Contributes to maintain SLAs. Alerts Type of Events ITIL V3 FOUNDATION 211 . Event Management.KEY CONCEPTS Event. CI or Monitoring Tool Event Management • A process of managing the events throughout their lifecycle • Typically done by IT Operation Staff Alerts • An occurrence of something which triggers event or a call for action or a human intervention ITIL V3 FOUNDATION 212 .Event • A notification or alert created by IT Service. g. Backup job completed • Usage – To check status of activity. device – To get statistics • Informational events are usually recorded for a pre-determined period ITIL V3 FOUNDATION 213 .Types of Events Information • An event which is only meant to provide information • E. g.Type of Events…. Hdd1 in RAID has failed ITIL V3 FOUNDATION 214 .g.contd Warning • Event meant as a proactive measure to indicate that service or device is reaching a threshold • E. Network traffic reaching a congestion point • Exception • Event which indicates that a service or a device is behaving abnormally (against a defined behavior) • E. some events can always get high priority Exceptions Management • Exception is usually converted into Incident or problem or RFC • Exception does NOT necessarily represents Incident/problem ITIL V3 FOUNDATION 215 .ACTIVITIES Recording. Filtering Events • All Events usually get recorded in a log file • Events are filtered according to their types either automatically or manually Prioritization of Events • Events are prioritized based on their importance & their types • Based on SLAs. METRICS Effectiveness of Event Management • How best are the events designed • Are they in alignment with SLAs? • Are they monitored. recorded. filtered correctly? • How well the events data is maintained • How many incidents are logged proactively based on Warnings/Exception ITIL V3 FOUNDATION 216 . – Typically involved for logging incidents based on Exceptions • Technical & Application Management – Both Application & Technical Management value add to event management during Service Design.ROLES & RESPONSIBILITIES Usually NOT a dedicated role such as Event Manager Event Management is conducted by staff in • Service Desk – Less Involvement. Service Transition & Service Operation • IT Operations Management – Usually clubbed with Technical or Application management – Typically do Monitoring & First-Lie responses ITIL V3 FOUNDATION 217 . SERVICE OPERATION 2 OF 9 INCIDENT MANAGEMENT ITIL V3 FOUNDATION 218 . ONE LINER Incident management = Restore Service ASAP ITIL V3 FOUNDATION 219 . Proactive measure) To deal with all incidents consistently To assist Problem Management team as required To assist Service Desk/ Release Team for any RFCs ITIL V3 FOUNDATION 220 .OBJECTIVES To restore NORMAL service operation as quickly as possible • NORMAL means as agreed in SLA To log & Track incidents wherever applicable (e.g. KEY CONCEPTS Incident • An occurrence of event(s) which disrupts or can potentially disrupt the normal service operation Problem • Set of incidents with similar underlying “unknown” cause(s) • (A root cause of one or more incidents) Priority Escalation Mechanism Incident Lifecycle ITIL V3 FOUNDATION 221 . Priority = Impact X Urgency Impact • Evidence of effect upon business activities Urgency • Evidence of effect upon business deadlines ITIL V3 FOUNDATION 222 . Escalation Mechanisms Functional Escalation  Through various functions or support group levels Hierarchical Escalation  Through organizational hierarchy ITIL V3 FOUNDATION 223 . INCIDENT LIFE CYCLE ITIL V3 FOUNDATION 224 . Tracking & Communication Is it a Request? YES Request Fulfillment Procedure NO Investigation & Diagnostics Resolution & Recovery Incident Closure ITIL V3 FOUNDATION 225 .Incident Detection & Recording Classification & Initial Support Ownership. Monitoring. • Start procedures for handling the service request.Incident Detection and Recording Time You Receive a Call Incident details from Service Desk or event management systems are the inputs for Incident Management. Resultant actions are to: • Record basic details of the Incident. ITIL V3 FOUNDATION 226 . • Alert specialist support group(s) as necessary. Select/define the best specialist or group to handle the Incident. Associate with an SLA where appropriate.Classification-Prioritization & Initial Support Classification is the process of identifying the reason for the Incident and hence the corresponding resolution action. The classification is used to: Specify the service with which the Incident is related. Identify the priority based upon the business impact. Determine a primary reporting matrix for management information. ITIL V3 FOUNDATION 227 . Identify a relationship to match against Known Errors or solutions. Define what questions should be asked or information checked. Configuration details from the CMDB.Investigation and Diagnosis Inputs: Updated Incident details. Resolution (including any Work-around) or a route to n-line support. Actions: Assessment of the Incident details. ITIL V3 FOUNDATION 228 . Outputs: Incident details yet further updated. Collection and analysis of all related information. and a specification of the selection or required Work-around. ITIL V3 FOUNDATION 229 . Any response on an RFC to effect resolution for the Incident(s). Updated Incident details. Any derived Work-around or solution. alternatively. to raise an RFC (including a check for resolution).Resolution and Recovery Inputs: Updated Incident details. Outputs: RFC for Incident resolution. Actions: Resolve the Incident using the solution/Work-around or. Take recovery actions. Resolved Incident. including recovery details. Outputs: Updated Incident detail. Closed Incident record.Incident Closure Inputs: Updated Incident details. Actions: The confirmation of the resolution with the Customer or originator. Resolved Incident. ‘Close' category of Incident. ITIL V3 FOUNDATION 230 . MAJOR INCIDENTS These are incidents which have a short timescale target & higher urgency Major Incident is NOT a Problem ITIL V3 FOUNDATION 231 . of Remote resolution of Incidents ITIL V3 FOUNDATION 232 . Second Line Support Total no.METRICS Number/Percentage of proactively recorded Incidents Average time to resolve Incidents Number of Incidents/workstation within SLAs Percentage of Incidents resolved at First Line. g.INTERFACES Problem Management Change Management Capacity Management Other processes e. Demand Incident Management SD & other Functions R & D Management ITIL V3 FOUNDATION SACM Availability Management 233 . ROLES & RESPONSIBILITIES Incident Manager : who is the overall in-charge of the Incident Management process and is responsible for: • Creating Process Reports • Organising Management Information • Recommending measures • Usually this role is assigned to Service Desk Manager Support Groups • Level 1 to Level n • Tech Specialist Group Super Users • They act as a link between IT & Service Desk • Manage expectations of users in terms of SLAs & Service Desk • Training & Encouraging users for minor incident resolutions • Involvement in new releases/roll outs ITIL V3 FOUNDATION 234 . SERVICE OPERATION 6 OF 9 PROBLEM MANAGEMENT ITIL V3 FOUNDATION 235 . ONE LINER Problem Management = identify Root Cause of the incident(s) ITIL V3 FOUNDATION 236 . OBJECTIVES To ensure that problems are identified and resolved To eliminate recurring incidents To minimize the impact of the incidents or problems that can not be prevented ITIL V3 FOUNDATION 237 . KEY CONCEPTS Problem • A root cause of one or more incidents Problem Model • A model/ set of guidelines to deal with the problems which can not be prevented Workaround • A temporary solution / Quick Fix which enables to user to continue using the service even though the root cause is not identified/removed • Usually Problem Team suggests workaround & Incident team implements it ITIL V3 FOUNDATION 238 . g. problems & known errors ITIL V3 FOUNDATION 239 . via RFC) Known Error Database • The purpose of this database is to maintain a record of all the previous incidents.KEY CONCEPTS…CONTD Known Error • A Problem for which the root cause is identified and a temporary Work-around has been made available • A Known Error is resolved by eliminating the root cause permanently (E. This activity helps identify weaknesses in the IT infrastructure and suggests methods to eliminate these ITIL V3 FOUNDATION 240 . these help in suggesting permanent solutions so that these Incidents do not recur. Proactive Problem Management : • The Proactive Problem Management activities aim at preventing Incidents before they occur. • Then.PROBLEM MANAGEMENT TYPES Reactive Problem Management : • The Reactive Problem Management activities help in identifying the root causes of the Incidents. Problem Management Techniques Pain Value Analysis Ishikawa Diagrams Kepner and Tregoe Analysis Major Problem Reviews ITIL V3 FOUNDATION 241 . METRICS Number of Incidents reduced by resolving Problems Time needed to resolve Problems % of Problems re-occurred Well maintained KEDB ITIL V3 FOUNDATION 242 ROLES & RESPONSIBILITIES Problem Manager :who is the overall in-charge of the Problem Management process and is responsible for: • Developing and maintaining the process • Assessing effectiveness of the process • Managing the Problem Support staff • Providing MIS to management • Allocating resources to the Support activities Support Groups : Are the Support Group Personnel who help the Problem Manager in Reactive and Proactive Problem Management through • Identifying and recording problems • Advising Incident Management team about workaround and fixes • Identifying trends and potential sources of problems • Submitting RFCs to prevent the occurrence • Prevent the replication of problems to multiple systems ITIL V3 FOUNDATION 243 SERVICE OPERATION 4 OF 9 REQUEST FULFILLMENT ITIL V3 FOUNDATION 244 ONE LINER Request Fulfillment = Provide a quick response to standard service requests ITIL V3 FOUNDATION 245 OBJECTIVES To communicate (or make available) the information regarding existing Standard services & the procedures To provide channel & mechanism for users to avail these standard services • Users need to raise a Service Request for the same To provide the standard services to users • May need to work in background as well for e.g. procurement of h/w (like mouse) for standard services To assist for general queries, updates on standard services NOTE - Request Fulfillment derives guidance from Change Management ITIL V3 FOUNDATION 246 KEY CONCEPTS Service Requests & Standard Service Components of Standard Services Request Model ITIL V3 FOUNDATION 247 Resetting password Components of Standard Service • Pre-defined process • Some changes can be pre-approved (or Auto Approved) e.g.g. Change of Mouse.Service Request • A request from users for Standard service Standard Service • Typically involves a routine type of change • Although may be managed by Service Desk. it is NOT treated as Incident • E. Requesting stationary • Some changes may require additional or special approvals ITIL V3 FOUNDATION 248 . Request Model involves a process-flow for Request Management Make Self-Help available Typical process flow would be • User initiates request • Request is accepted (or rejected as per process) by Service Desk • Necessary Approvals (if not pre-approved) are sought by SD • SD may also order the components (h/w or s/w) if out of stock • When approvals and components are ready. SD delivers the service to user • Service request is closed by SD ITIL V3 FOUNDATION 249 . METRICS User Satisfaction Survey feedback Number of Requests fulfilled ITIL V3 FOUNDATION 250 . Incident team or other team as designated by organization • Typical responsibilities as per Request Process Flow • Mostly Service Desk Manager is accountable ITIL V3 FOUNDATION 251 .ROLES & RESPONSIBILITIES Usually NOT a dedicated role such as Request Manager Request Fulfillment is managed by staff in • Service Desk. SERVICE OPERATION 5 OF 9 ACCESS MANAGEMENT ITIL V3 FOUNDATION 252 . ONE LINER Access Management = Manage the Access to Services ITIL V3 FOUNDATION 253 . OBJECTIVES Granting authorized users the access to their Required services Ensure that the access provided is of Right level Revoke the access after getting the necessary & relevant approvals (Indirectly) prevent non-authorized access from non-authorized users NOTE – Access management derives guidance from Information Security Management ITIL V3 FOUNDATION 254 . KEY CONCEPTS Access • Level & Extent of functionality that users can enjoy Identity • Unique Information about the user which confirms his status within the organization Rights • Actual settings which ensure that users get the required access Service & Service Groups • Set of services to which users can get the access in one go Directory Services • A specific type of tool to help manage the Access or Rights ITIL V3 FOUNDATION 255 . ACTIVITIES Request Access • Users can request access via, RFC or Service Request via Request Fulfillment or Helpdesk Menu Verify User Identity • Access Management Team ensures that users are who they say are & they have legitimate requirement for service Provide Rights • Access team provides the rights to users as per Policies of the organization ITIL V3 FOUNDATION 256 Monitor Identity Status • Monitor users identity status, their change of roles, expiry of valid account etc. Log & Track the Access • Ensure the Accesses are logged & data is maintained as per organizations policies Revoke or Restrict Access • Revoke/Restrict or modify the rights as per user status & as directed by policies ITIL V3 FOUNDATION 257 METRICS Meeting Access SLAs Accurate levels of Access Management Any other metrics as asked by Information Security management ITIL V3 FOUNDATION 258 ROLES & RESPONSIBILITIES Usually NOT a dedicated staff Typically carried out by Service Desk staff May also be managed by • IT Operations Management Staff • Technical Management Staff • Applications Management Staff ITIL V3 FOUNDATION 259 SERVICE OPERATION 7 OF 9 IT OPERATIONS MANAGEMENT (FUNCTION) ITIL V3 FOUNDATION 260 ONE LINER IT Operations Management = Support day-to-day basic level operational activities ITIL V3 FOUNDATION 261 OBJECTIVES Ensure the Infrastructure Stability by performing basic level jobs Support day to day operational activities Identify the opportunities to improve overall operational performance & saving costs Initial level diagnosis (& resolution) of operational incidents ITIL V3 FOUNDATION 262 . Printer management) • Basic H/W & S/W installations/configurations ITIL V3 FOUNDATION 263 . netmeeting) resolution • Outlook configuration • Facilities Management (e. Tape Management • On call (telephone) or Remote Control (Vnc.g.ACTIVITIES Basic level activities such as • Backup & Restore jobs. Analysts • Senior staff with more important workload assigned Operators • All basic level jobs/ activities ITIL V3 FOUNDATION 264 . reports. updates etc.ROLES & RESPONSIBILITIES IT Operation Manager • Leadership/Management activities • Management Reports Shift Leader • Overall in-charge of shift activities • Roaster plans. SERVICE OPERATION 8 OF 9 TECHNICAL MANAGEMENT (FUNCTION) ITIL V3 FOUNDATION 265 . ONE LINER Technical Management = Maintain Technical Knowledge & Expertise ITIL V3 FOUNDATION 266 . design. test.OBJECTIVES Design of efficient. transition . build .e. resilient & cost-effective IT Infrastructure for the organization Maintain Technical Knowledge & Expertise as required to manage this IT Infrastructure Ensure availability of actual technical resources when required especially during failure Other activities/roles within other ITIL processes or as directed by organization Provide technical resources for complete lifecycle i. implement & improve ITIL V3 FOUNDATION 267 . KEY CONCEPTS Technical Management Alignment • Alignment as per Technical lines for e. Activities • Manage lifecycle of Organization's IT Infrastructure • Maintain Knowledgebase • Constantly update Technical expertise ITIL V3 FOUNDATION 268 . Networks etc.g. Mainframes. other activities to update the technical knowledge • Reporting to senior management • Ensure policies/processes are in place for maintaining the technical data/knowledge ITIL V3 FOUNDATION 269 .ROLES & RESPONSIBILITIES Technical Managers/ Leads / Analysts / Operators / Specialists • Leadership/management activities • Arranging Trainings. SERVICE OPERATION 9 OF 9 APPLICATION MANAGEMENT (FUNCTION) ITIL V3 FOUNDATION 270 . ONE LINER Application Management = Managing Applications throughout their Lifecycle ITIL V3 FOUNDATION 271 . resilient & cost effective applications for managing IT Infrastructure Ensure availability. security of the applications Maintain the operational applications & their day-to-day activities Provide support during Application Failures Improve the functionality of applications as per organization’s needs ITIL V3 FOUNDATION 272 .OBJECTIVES Identify the requirement of Applications Design efficient. Test & implement applications Maintain knowledge & expertise for Managing the applications Make Application resources available May be involved in Development project but it’s not their primary responsibility ITIL V3 FOUNDATION 273 . Build.ACTIVITIES Manage applications throughout their lifecycle Assist Design. • Coordinate with Technical Management team as applicable ITIL V3 FOUNDATION 274 .ROLES & RESPONSIBILITIES Application Managers / Team Leaders • Leadership & management activities • Reporting to Senior Management • Trainings & other activities to improve expertise & knowledgebase Application Analysts / Architect • Work with first level users to capture & manage their requirements • Created & maintain standards for Application sizing. performance modeling etc. 5. CONTINUAL SERVICE IMPROVEMENT ITIL V3 FOUNDATION 275 . Audits ITIL V3 FOUNDATION 276 . Internal & external Services reviews. Customer Satisfaction Surveys.ACTIVITIES … (Scope includes ALL Service Lifecycle Phases) Continually align IT services to changing business needs by identifying & implementing improvements Continual Improvement of process efficiency & effectiveness along with Cost Effectiveness Maintain/Improve overall health of ITSM services in the organization Alignment of Service Portfolio with Business needs Maturity of processes. KEY CONCEPTS CSI Model Service Measurement VDJI Structure Types of Metrics 7 Step Improvement Process ITIL V3 FOUNDATION 277 . Continual Service Improvement Model What is the Vision? Where are we now? How to keep Momentum Going? Where do we want To be? Did we get there? How do we get there? ITIL V3 FOUNDATION 278 . Service Measurement Ability to capture the performance of an End to End service against Targets/Standards Also helps in prediction of future performance Produces management reports for comparison / Trend ITIL V3 FOUNDATION 279 . Why do we measure? To Validate Changes Corrective Actions Organization’s Measurement Framework Factual Evidence To Justify To Intervene Strategic Vision Targets Metrics To Direct ITIL V3 FOUNDATION 280 . components etc.g. Gold/bronze package service ITIL V3 FOUNDATION 281 . KPI.g. CSF Service based Metrics • End to End services • Focused on Supplier • E. Processes • E.Types of Metrics Technology based Metrics • Typically used for applications. Downtime Process based Metrics • Focused on Customer.g. • E. Performance. ROLES & RESPONSIBILITIES Service Manager • Oversee the development. Product Line strategy & Architecture • New Service Deployment & lifecycle Schedules • Perform Service Cost Management • Instill a Market Focus ITIL V3 FOUNDATION 282 . implementation. Evaluation & Ongoing management of all new & existing products & services • Develops Business Case. 7 STEP IMPROVEMENT PROCESS ITIL V3 FOUNDATION 283 . Implement corrective Actions ITIL V3 FOUNDATION 6.Analyze the Data 7.7 Step Improvement Process 2.Gather the Data 4.Define What You can measure 3.Define What You should measure Goals 5.Present & use the Information 284 .Process the Data 1. Prerequisite for 7 Step Improvement Process Identify & understand your organization’s • Strategy • Vision • Goals Distinguish between short term & long term activities Proceed to 7 Step process ITIL V3 FOUNDATION 285 . Governance requirements • Business expectations Output • List of what you should measure ITIL V3 FOUNDATION 286 .1. SLAs • Service Catalog 1.Define What You should measure • Legislative. Define What you Should measure Inputs • Vision & Mission • SLR. their expertise. manuals • Past experiences. reports Output • List of what you can measure ITIL V3 FOUNDATION 287 .2. Define what you can measure Inputs • List of what you should measure 2.Define What You can measure • Existing/new Processes/Procedures/Work Instructions • Existing/proposed Tools. Gather the Data • Answers to Who. when • Check the accuracy of data • Data collection requirements. Gather the Data Inputs • List of what you can measure 3. how. Availability plans • Tools to be used • Monitoring procedures ITIL V3 FOUNDATION 288 .3. procedures Outputs • Collection of Data • Updated Capacity. frequency Output • Updated Capacity.4. well arranged Data • Reports. Process the Data Inputs • Data from previous step 4. Availability plans • Sorted. tools. formats.Process the Data • Data processing requirements. facts & figures ITIL V3 FOUNDATION 289 . Analyze the Data • Data comparison with expectation • Questions like. Output • Analyzed Data • Reports which help in drawing conclusions. decision making ITIL V3 FOUNDATION 290 . Analyze the Data Inputs • Outputs from previous step 5. bad. is this performance good. with target etc.5. Present & Use the Information Inputs • Outputs from previous step 6.Present & use the Information • Past presentations Output • Presentation of information. conclusions & recommendations to Business.6. Senior management & Internal IT ITIL V3 FOUNDATION 291 . Internal IT • Necessary Authority.Implement corrective Actions Inputs • Decisions by Business. Implement Corrective Actions 7. Senior Management. Approvals & responsibilities Output • Implemented Corrective actions • Improved results ITIL V3 FOUNDATION 292 .7. ROLES & RESPONSIBILITIES CSI Manager • Drive. Communicate & Coordinate CSI Vision & Initiatives in organization throughout service lifecycle • Oversee & be Accountable for the success of all Improvement initiatives • Constantly work with Process/Service owners to identify Scope of Improvement • Build effective relationships with the Business & IT managers • Ensure Monitoring is in place to gather Data ITIL V3 FOUNDATION 293 . SUMMARY OF ITIL v3 PROCESSES & FUNCTIONS 1.SERVICE OPERATION Service Desk (FUNCTION) Incident Management Event Management Request Fulfillment Access Management Problem Management Technical Management (FUNCTION) IT Operations Management (FUNCTION) Application Management (FUNCTION) ITIL V3 FOUNDATION 3.SERVICE STRATEGY Demand Management Service Portfolio Management Financial Management 2.SERVICE DESIGN Service Catalogue Management Service Level Management Availability Management Capacity Management Supplier Management 5.CONTINUAL SERVICE Information Security Management IMPROVEMENT •7 Step Improvement Process Service Lifecycle Service Continuity Management –Service Reporting Approach –Service Measurement 4.SERVICE TRANSITION Service Asset&Configuration Management Change Management Release & Deployment Management Knowledge Management 294 . com/home/home.uk/QualificationsAssessments/ITServiceManageme nt.co.com/education/itil-version3.2003 Document 295 .pdf Some more Links - ITIL V3 FOUNDATION C:\Documents and Settings \nrane\Des ktop\ Micros oft Office Word 97 .hp.htm http://www.itil-officialsite.REFERENCES http://www.apmgroup.www1.hp.htm http://h10076.asp http://h10076.www1.org http://www.asp http://www.com/education/itil_v3_faqv4.com/itil-v3-presentation.ilxgroup.itil. ITIL Foundation Certification Examination– WHY SHOULD YOU DO IT? • It is an emerging necessity • Customers are demanding it • It gives CSC a competitive advantage • It Value-Adds to Individual Career Development ITIL V3 FOUNDATION 296 . ITIL FOUNDATION CERTIFICATION Managed by APMG from April 08 Multiple Choice Examination (1hr) 65% required to pass (26 from 40) Pre-requisite for the Practitioner and Manager’s Certificates ITIL V3 FOUNDATION 297 . EXAM FOCUS AREAS Typically Possible number of questions per process  Service Strategy: 3 – 5  Service Design: 10 – 12  Service Transition: 10 – 12  Service Operation: 10 – 15  Continual Service Improvement: 3-5 ITIL V3 FOUNDATION 298 . EXAM FOCUS AREAS…CONTD Possible questions could also include • Basic Concepts • Names. Roles of processes & their single liners • Interfaces between processes • The Lifecycle stage process falls into (especially new processes) ITIL V3 FOUNDATION 299 . Objectives. ITIL V3 FOUNDATION 300 . THANK YOU ITIL V3 FOUNDATION 301 .