Mountainview - Courseware Samples - First 10 Pages
Short Description
Course ware Samples...
Description
M S T I f o n o it a d n u o F 3 V L I T I
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT:
The ITIL Fou ndati on Cert if ic ate in IT Serv ic e Management
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
1 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I Units Lifecycle Process
Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
2 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Trade marks a nd A ck no wl edg ements
Units Lifecycle
Process Function Terms
FB:
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. The Swirl logo™ is a Trade Mark of the Office of Government Commerce The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PMBoK® is a Registered Trade Mark of the Project Management Institute COBIT® is a Registered Trade Mark of ISACA and the IT Governance Institute
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
3 of 7 19
Sample Onl
Navigation
M S T I f o n o it a d Units n u Lifecycle o F Process 3 Function V L Term I T I Hyperlink Units
Home page
Return to the last viewed slide
Next slide
Previous slide
Unit Table of Contents Service Lifecycle Table of Contents
Process Table of Contents
Function Table of Contents
Key Term and Concept Table of Contents
Some underlined words are hyperlinks Additional reading for in-depth knowledge Supplementary Material
Lifecycle
Not a syllabus requirement
Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
4 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Tabl e of Con tents
Unit 1 Logistics
Unit 2 Qualification Scheme
Unit 3 Introduction to IT Governance Frameworks
Unit 4: Service Management as a Practice
Unit 5: The Service Lifecycle Unit 6: Service Strategy
Unit 7: Service Design
Unit 8: Service Transition
Unit 9: Service Operation
Unit 10: Continual Service Improvement
Units
Unit 11: Review
Lifecycle
Unit 12: Mock exam
Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
5 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Unit 1: Logist ics
Meet and Greet
Goal of the class
Course Program
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
6 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Meet an d Greet
Sign-up sheet
Facility - Emergency exits and bathrooms
Tell us about yourself – What is your name? – How many years of IT related experience do you have? – What is your current role and responsibilities (map to ITIL if possible)? – What is your objective from this course?
About the instructor
Pre-study and confirmation of preparation
Student Manual contents
Units Lifecycle Process Function
Courseware is regularly reviewed for continuous improvement – authorization date indicates review cycle – Please use the feedback forms for any comments, corrections or suggestions– we strive to improve the quality of our courseware and your assistance is greatly appreciated
Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
7 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Goal of thi s cl ass
Provide the student with knowledge to successfully pass the Certification exam
This is not a process improvement class
Please leave your corporate baggage outside the door
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
8 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Revi ew t he Cou rs e Pro gr am
Start of day
End of day
Breaks
Lunch
Exam time Cross-references
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
9 of 7 19
Sample Onl
M S T I f o n o it a d n u o F 3 V L I T I
Uni t 2: ITIL® Quali fi cati on Sch eme
Explain the ITIL® Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates and diplomas, and understand the different options for further training (Non examinable).
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
10 of 7 19
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT:
The ITIL Found ati on Br id ge Cert if ic ate in IT Serv ic e Management
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
1
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT Units Lifecycle Process
Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
2
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Trade marks a nd A ck no wl edg ements
Units Lifecycle
Process Function Terms
FB:
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. The Swirl logo™ is a Trade Mark of the Office of Government Commerce The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PMBoK® is a Registered Trade Mark of the Project Management Institute COBIT® is a Registered Trade Mark of ISACA and the IT Governance Institute
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
3
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT Units
Navigation
Units
Home page
Return to the last viewed slide
Next slide
Previous slide
Lifecycle
Unit Table of Contents Service Lifecycle Table of Contents
Process
Process Table of Contents
Function
Function Table of Contents
Term
Key Term and Concept Table of Contents
Some underlined words are hyperlinks Additional reading for in-depth knowledge Supplementary Material
Hyperlink
Lifecycle
Not a syllabus requirement
Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
4
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Tabl e of Con tents
Unit 1 Logistics
Unit 2 Qualification Scheme
Unit 3 Introduction to IT Governance Frameworks
Unit 4: Service Management as a Practice
Unit 5: The Service Lifecycle Unit 6: Service Strategy
Unit 7: Service Design
Unit 8: Service Transition
Unit 9: Service Operation
Unit 10: Continual Service Improvement
Units
Unit 11: Review
Lifecycle
Unit 12: Mock exam
Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
5
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Unit 1: Logist ics
Meet and Greet
Goal of the class
Course Program
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
6
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Meet an d Greet
Sign-up sheet
Facility - Emergency exits and bathrooms
Tell us about yourself – What is your name? – How many years of IT related experience do you have? – What is your current role and responsibilities (map to ITIL if possible)? – What is your objective from this course?
About the instructor
Pre-study and confirmation of preparation
Student Manual contents
Units Lifecycle Process Function
Courseware is regularly reviewed for continuous improvement – authorization date indicates review cycle – Please use the feedback forms for any comments, corrections or suggestions– we strive to improve the quality of our courseware and your assistance is greatly appreciated
Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
7
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Goal of thi s cl ass
Provide the student with knowledge to successfully pass the Certification exam
This is not a process improvement class
Please leave your corporate baggage outside the door
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
8
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Revi ew t he Cou rs e Pro gr am
Start of day
End of day
Breaks
Lunch
Exam time Cross-references
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
9
Sample Onl
e g d i r B n o it a d n u o F 3 V IL IT
Uni t 2: ITIL® Quali fi cati on Sch eme
Explain the ITIL® Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates and diplomas, and understand the different options for further training (Non examinable).
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
10
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT:
The ITIL Manager’ s B ri dg e Cert if ic ate in IT Serv ic e Management
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
1 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I Units Lifecycle Process
Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
2 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Trade marks a nd A ck no wl edg ements
Units Lifecycle
Process Function Terms
FB:
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. The Swirl logo™ is a Trade Mark of the Office of Government Commerce The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PMBoK® is a Registered Trade Mark of the Project Management Institute COBIT® is a Registered Trade Mark of ISACA and the IT Governance Institute
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
3 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Navigation
Units
Home page
Return to the last viewed slide
Next slide
Previous slide
Lifecycle
Unit Table of Contents Service Lifecycle Table of Contents
Process
Process Table of Contents
Function
Function Table of Contents
Term
Key Term and Concept Table of Contents
Some underlined words are hyperlinks Additional reading for in-depth knowledge Supplementary Material
Hyperlink Units
Lifecycle
Not a syllabus requirement
Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
4 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Tabl e of Con tents
Unit 1 Logistics
Unit 2 Qualification Scheme
Unit 3 Introduction to IT Governance Frameworks
Unit 4: Service Management as a Practice
Unit 5: The Service Lifecycle Unit 6: Service Strategy
Unit 7: Service Design
Unit 8: Service Transition
Unit 9: Service Operation
Unit 10: Continual Service Improvement
Units
Unit 11: Review
Lifecycle
Unit 12: Mock exam
Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
5 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Unit 1: Logist ics
Meet and Greet
Goal of the class
Course Program
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
6 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Meet an d Greet
Sign-up sheet
Emergency exits
Facilities
Tell us about yourself – What is your name? – How many years of IT related experience do you have? – What is your current role and responsibilities? – What is your objective from this course?
About the instructor
Courseware content – pre-study and classroom
Units
Courseware is regularly reviewed for continuous improvement – authorization date indicates review cycle
Lifecycle Process Function Terms
FB:
Please use the feedback form for any comments, corrections or suggestions– we strive to improve the quality of our courseware and your assistance is greatly appreciated
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
7 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Goal of thi s cl ass
Provide the student with knowledge to successfully pass the Certification exam
This is not a process improvement class
Please leave your corporate baggage outside the door
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
8 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Revi ew t he Cou rs e Pro gr am
Start of day
End of day
Breaks
Lunch
Exam time Cross-references
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
9 of 7 17
Sample Onl
e g d ri B s r’ e g a n a M 3 V L I T I
Uni t 2: ITIL® Quali fi cati on Sch eme
Explain the ITIL® Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates and diplomas, and understand the different options for further training (Non examinable).
Units Lifecycle Process Function Terms
FB:
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
10 of 7 17
Sample Onl
n o it c u d o rt n I t e a i d e rm e t n I 3 V IL T I
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE STREAM The ITIL Intermediate Qualification: Introduction
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
1
Sample Onl
n Use of M ou nt ain vi ew Copy ri gh t Material o it Complying with all applicable copyright laws is the responsibility c u of the user d No part of this document may be reproduced, stored in or o rt introduced into a retrieval system, or transmitted in any form or n I by any means (electronic, mechanical, photocopying, recording,
t e a i d e rm e t n I 3 V IL T I
or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
2
Sample Onl
n Trade marks a nd A ck no wl edg ements o it » “ITIL ® is a Registered Trade Mark, and a Registered c u Community Trade Mark of the Office of Government d Commerce, and is Registered in the U.S. Patent and o rt Trademark Office” n I » "The Swirl logo™ is a Trade Mark of the Office of t e a i d e rm e t n I 3 V IL T I
Government Commerce“ The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Governmen Commerce in the United Kingdom and other countries SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
3
Sample Onl
n Navi gatio n – Cli ck in g o it Home page c u Return to the last viewed slide d o Next slide rt Previous slide n I
t e a i d e rm e t n I 3 V IL T I
Hyperlink
Some underlined words are hyperlinks
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
4
Sample Onl
n Meet an d Greet o it Sign-up sheet c u Emergency exits d o Facilities rt Tell us about yourself n I
t e a i d e rm e t n I 3 V IL T I
– What is your name? – How many years of IT related experience do you have? – What is your current role and responsibilities? – What is your objective from this course?
About the instructor
Courseware content: Pre-study declaration and course binder
Courseware is regularly reviewed for continuous improvement – authorization date indicates review cycle Daily Feedback Form: Please provide any comments, corrections or suggestions – we strive to improve the quality of our course and your assistance is greatly appreciated
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
5
Sample Onl
n Goal of thi s cl ass o it Provide the student with knowledge to successfully pass the c u Certification exam d This is not a process improvement class o rt Please leave your corporate baggage outside the door n I
t e a i d e rm e t n I 3 V IL T I ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
6
Sample Onl
n Revi ew t he Cou rs e Pro gr am o it Start of day c u End of day d o Breaks rt Lunch n I
t e a i d e rm e t n I 3 V IL T I
Exam time Cross-references
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
7
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n Revi ew Syll abu s o it Purpose c u Target Audience d o Learning Objectives rt Prerequisites – Entry Criteria n I
t e a i d e rm e t n I 3 V IL T I
Eligibility for Examination Difficulty Level
Format of the Examination
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
8
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n His to ry of ITIL o it 1980s: The British government determined that the level of IT service c u quality provided to them was not sufficient d – The Central Computer and Telecommunications Agency (CCTA) was o tasked with developing a framework for efficient and financially rt responsible use of IT resources within the British government and the n I
t e a i d e rm e t n I 3 V IL T I
private sector – Originally called GITIM, Government Information Technology Infrastructure Management; Dozens of books were published; Integration was an issue
1990s: Large companies and government agencies in Europe adopted the framework very quickly 2000: Version 2 was published; The Service Support and Service Delivery books were redeveloped into more concise usable volumes 2001: The CCTA merged into the Office of Government Commerce (OGC); BS15000 Standard was published by the BSI 2005: ISO20000 Standard was published 2007: Version 3 was published. A lifecycle approach to service management, with greater emphasis on IT business integration
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
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n Func ti ons i n th e Servi ce Lif ecyc le o it Functions c u – Service Desk ** d – Technical Management o rt – Application Management n I
t e a i d e rm e t n I 3 V IL T I
– IT Operations Management (IT Operations Control and Facilities Management)
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
10
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le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE STREAM The ITIL Intermediate Qualification: Managing Acr oss the Lif ecycl e Certi fic ate
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
1
TOC
Sample Onl
Use of M ou nt ain vi ew Copy ri gh t Material
le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
2
TOC
Sample Onl
le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Trade marks a nd A ck no wl edg ements
No part of this document may be reproduced in any format without explicit authorization from Mountainview.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
3
TOC
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le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Tabl e of Con tents
MALC01: Introduction to ITSM Business and Managerial Issues
MALC02: Management of Strategic Change
MALC03: Risk Management
MALC04: Managing the Planning and Implementation of ITSM
MALC05: Organizational Challenges MALC06: Service Assessment
MALC07: Complementary Industry Guidance & Tool Strategies
MALC08: Summary; Exam Preparation and Directed Studies
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
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MAL C01: Int ro du ct io n t o ITSM Busi ness and Ma nage ri al Issu es
le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
This unit introduces the candidate to the management concepts and terminology used in the field of IT Service Management. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: – Lifecycle positioning and transition • The difference between open-loop and closed-loop systems (SS 2.4.4, SS 4.3.1, SO, 5.1.2) • Complex Monitor Control loops (SO 5.1.2) • ITSM Monitor Control loops (SO 5.1.2)
– Relationship between Business and IT • How to achieve business value with people, process and function (SS 2.1, SS 2.2, SS 2.3, SS 2.4, SS 2.6.1, SS 2.6.2, SS 3.1.1, SS 3.1.2) • How to achieve business value with supplier relationship and technology alignment (SS 3.3.4, SS 3.4, SS 4.3.2, SD 4.7.1, SD 4.7.3)
The recommended minimum study period for this module is 2.0 hours.
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
5
TOC
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Lifecycle posit ioni ng a nd tr ansit ion
le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
The difference between open-loop and closed-loop systems Complex Monitor Control loops ITSM Monitor Control loops
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
6
TOC
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le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
The di ff erence betwee n open-loop and cl os ed-loo p sys tems
Both are types of control processes
Open-loop – Control processes in which the value of the outcome has no influence on the process input – Take controlling action based simply on inputs – Changes in inputs result in changes in action – Effectiveness of open-loop systems depends excessively on foresight in design of all possible conditions associated with outcomes – When there are exceptions, open-loop systems are unable to cope – Open-loop solutions attempt to solve the problem by good design, to make sure it does not occur in the first place. – Once a design is implemented, mid-course corrections are not made.
Closed-loop – Control processes in which the value of the outcome has influence (with or without some delay) on the process input in such a manner as to maintain the desired value – Control action in closed loop systems is goal driven and sensitive to disturbances or deviations – Closed-loop solutions are based on compensating feedback
ITIL® is a trademark of the Office of Government Commerce
Mountainview Copyright 2007
7
TOC
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le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Clo sed- lo op : Zinc Galv ani zin g Mill i n Mont erey, Mexi co
Outcome: Galvanized sheet metal That meets industry standard
Cold Air to dry before hitting the roller
Input: Thickness Measuremen Too much High Cost/Waste Too little Fast Corrosion
Rusty spool of sheet metal
Air Guns
Output: Air Pressure Too much Thinner Faster Corrosion Too little Thicker High Cost/Waste
Vat of molten zinc 2000 F
UCL LCL Thresholds Trends
Input: Temperature of Zinc Too hot Very viscous Thin Too cold Thick
Flames Valve
ITIL® is a trademark of the Office of Government Commerce
DEC PDP 11/70
Output: Volume of propane to heat the vat
Mountainview Copyright 2007
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le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Open- lo op : Inc id ent Manage ment Exampl e User Calls
Service Desk Agent
Network Group
Unix Group
DB Group
MF Group
SAP Group
2nd Level
2nd Level
2nd Level
2nd Level
2nd Level
3rd Level
3rd Level
3rd Level
3rd Level
3rd Level
What is the desired outcome of Incident Management? What happened to the duration of the incident? What happened to customer satisfaction? What is the perception of the user? What happened to the Service Level Target? What is the CIO thinking? What is the manager of each group thinking? What is each 2nd / 3rd resource thinking? What is the Service Agent thinking? Is the desired outcome achieved? ITIL® is a trademark of the Office of Government Commerce
Incident Record ID: INC101 Caller/Source: Fred Flintstone Impact: High Urgency: High Priority: Top Assigned to: Service Desk Network Group 2 Unix Group 2 DB Group 2 Network Group 2 Network Group 3 MF Group 2 SAP Group 2 SAP Group 3 Unix Group 2 Etc
Mountainview Copyright 2007
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le c y c fie L e h t s s ro c A g in g a n a M 3 V IL T I
Clo sed- lo op : Inc id ent Manage ment Exa mp le Major Incident User Calls
Service Network Desk 3rd
Unix 3rd
DB 3rd
MF 3rd
SAP 3rd
Incident Manager Service Desk Agent
Network Group
Unix Group
DB Group
MF Group
SAP Group
2nd Level
2nd Level
2nd Level
2nd Level
2nd Level
3rd Level
3rd Level
3rd Level
3rd Level
3rd Level
What is the desired outcome of Incident Management? What happened to the duration of the incident? What happened to customer satisfaction? What is the perception of the user? What happened to the Service Level Target? What is the CIO thinking? What is the manager of each group thinking? What is each 2nd / 3rd resource thinking? What is the Service Agent thinking? Is the desired outcome achieved? ITIL® is a trademark of the Office of Government Commerce
Incident Record ID: INC102 Caller/Source: Barney Rubble Impact: High Urgency: High Priority: Top Assigned to: Service Desk Network Group 2 Unix Group 2 DB Group 2 MF Group 2 SAP Group 2
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Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE CAPABILITY STREAM The ITIL Intermediate Qualification: Planning, Protection
ITIL® is a trademark of the Office of Government Commerce
and Opti miza tio n Certi fic ate
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Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents
PPO01: Introduction
PPO02: Capacity Management
PPO03: Availability Management
PPO04: IT Service Continuity Management
PPO05: Information Security Management PPO06: Demand Management
PPO07: Challenges, Critical Success Factors and Risks
PPO08: PPO Roles and Responsibilities
PPO09: Technology and Implementation Considerations
PPO10: Summary, Exam Preparation and Directed Studies
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PPO01: Int ro du ct io n
This unit introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of PPO within the Lifecycle. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – Service Management as a practice (SD 2.1.1) – The concept of Service, its value proposition and composition (SD 2.2.1) – The functions and process across the Lifecycle (SD 2.3.1, 2.3.2, 2.3.3) – The role of the processes in the Service Lifecycle (SS 2.6.3) – How Service Management creates business value (SS 3.1, ST 2.4.3, SO 2.4.3, SD2.4.3) – How the processes within Planning, Protection and Optimization practices support the Service Lifecycle, including their roles and responsibilities (ST 2.4.6, SO 2.4.5.4, SD 4.6)
The recommended minimum study period for this unit is 1.5 hours.
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Servic e Management
A set of specialized organizational capabilities for providing value to customers in the form of services Capabilities are functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation and continual improvement Capabilities represent a service organization’s capacity, competency and confidence for action Transforming resources into valuable services is at the core of Service Management Without capabilities, a service organization is merely a bundle of resources has relatively low intrinsic value for customers
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The Valu e Pro po si ti on
Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Services facilitate outcomes by improving the efficiency and effectiveness of activities to create conditions for better performance, thus the probability of desired outcomes is higher The Customer does not want to be accountable for the costs and risks but wants the outcome The Customer would rather specialize in the outcomes from the services The Provider takes ownership of services because the provider is specialized with capabilities for dealing with those costs and risks
The Provider can spread the costs and risks across many customers
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Uti li ty and W arr ant y
Value consists of two elements from the customer’s perspective
Utility – Util ity i s what the cust omer ge ts – Fitness for purpose – Removal or relaxation of constraints on performance also positive
Warranty – Warranty i s ho w it is d elivered – Fitness for use – Adding sufficient capacity, availability, continuity, security also positive
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Func tio ns; Roles; Processe s
Functions are units of organizations specialized to perform certain types of work and are responsible for specific outcomes Role refers to a set of connected behaviours or actions that are performed by a person, team or group in a specific context Processes define actions, dependencies, and sequence. A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customer or stakeholder.
t io c e t o r P , g n i n n a l P 3 V Source ® Supplier L I T I
Functio n A Operations
Input (trigger)
ITIL® is a trademark of the Office of Government Commerce
…
Functio n C Service Desk
Processes (Activities)
Output
Recipient Customer
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Proc ess Characte ri sti cs
Measurable – Able to measure the process in a relevant manner – Performance driven – Managers want to measure cost, quality and other variables – Practitioners are concerned with duration and productivity
Specific results – Deliver a specific result – Result must be individually identifiable and countable
Customers – Every process delivers its primary results to a customer or stakeholder – Customers may be internal or external to the organization – Process must meet their expectations
Responds to a specific event – A process may be ongoing or iterative – Should be traceable to a specific trigger
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Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE CAPABILITY STREAM The ITIL Intermediate Qualification: Serv ic e Off eri ng s and A gr eements Ce rt if ic ate
ITIL® is a trademark of the Office of Government Commerce
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Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents
SOA1 Introduction
SOA2 Service Portfolio Management
SOA3 Service Catalogue Management
SOA4 Service Level Management
SOA5 Demand Management SOA6 Supplier Management
SOA7 Financial Management
SOA8 Business Relationship Manager
SOA9 SOA Roles and Responsibilities
SOA10 Technology and Implementation Considerations
SOA11 Summary, Exam Preparation and Directed Studies
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SOA01: Int ro du ct io n
This unit introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of SOA within the Lifecycle. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – the concept of Service Management as a practice (SS 2.1, ST 2.1) – the concept of Service, its value proposition and composition (SS 2.2, ST 2.2) – the functions and process across the Lifecycle (SS 2.6, ST 2.3) – the role of Processes in the Service Lifecycle (SS 2.6.2, SS 2.6.3) – how Service Management creates business value (SS 3.1, SD 2.4.3, ST 2.4.3, SO 2.4.3, CSI 3.7.2) – how the processes within the Service Offerings and Agreement curriculum supports the Service Lifecycle (SD 2.4.5, SS 5.1 up to 5.1.2, SS 5.5.1, SS 5.3 up to 5.3.1)
The recommended minimum study period for this unit is 1.5 hours.
ITIL® is a trademark of the Office of Government Commerce
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Defi ni ti on of Serv ic e Manage ment
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. Capabilities such as: – provide value to customers in the form of services – establish functions and processes for managing services – define the capacity, competency, and confidence for action – transform resources into valuable services
Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
ITIL® is a trademark of the Office of Government Commerce
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Defin iti on of a Serv ice
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Customers are then freed to focus on what they consider to be their core competence From the customer’s perspective, value consists of two primary elements: utility or fitness for purpose and warranty or fitness for use
ITIL® is a trademark of the Office of Government Commerce
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Uti li ty and W arr ant y
Value consists of two elements from the customer’s perspective
Utility – Util ity i s what the cust omer ge ts – Fitness for purpose – Removal or relaxation of constraints on performance also positive
Warranty – Warranty i s ho w it is d elivered – Fitness for use – Adding sufficient capacity, availability, continuity, security also positive
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The Bu si ness P ro cess
s g n ir e ff O e c i rv e S 3 V IL T I
Business outcomes are produced by business processes governed by objectives, policies and constraints The processes are supported by resources including people, knowledge, applications and infrastructure Workflow coordinates the execution of tasks and flow of control between resources, and intervening action to ensure adequate performance and desired outcomes Business processes are particularly important from a service management perspective They apply the organization’s cumulative
Business Process
knowledge and experience to the achievement of a particular outcome
Management
People
Knowledge
ITIL® is a trademark of the Office of Government Commerce
Information
Workflow
Applicatio
Infrastructure
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Func tio ns; Roles; Processe s
Functions are units of organizations specialized to perform certain types of work and are responsible for specific outcomes Role refers to a set of connected behaviours or actions that are performed by a person, team or group in a specific context Processes define actions, dependencies, and sequence. A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customer or stakeholder.
s g n ir e ff O e c i rv e S 3 V Supplier IL T I
Functio n A Network Group
Input (trigger)
ITIL® is a trademark of the Office of Government Commerce
…
Processes (Activities)
Functio n C Service Desk
Output
Custo
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Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE CAPABILITY STREAM The ITIL Intermediate Qualification: Opera tio nal S upp ort and Analysi s Certi fic ate
ITIL® is a trademark of the Office of Government Commerce
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s i s y l a n A & t r o p u S l a n o ti a r e p O 3 V IL T I
Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents
OSA1 Introduction
OSA2 Event Management
OSA3 Incident Management
OSA4 Request Fulfillment
OSA5 Problem Management OSA6 Access Management
OSA7 Service Desk
OSA8 Functions
OSA9 Technology and Implementation considerations
OSA10 Summary, Exam Preparation and Directed Studies
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OSA01: Int ro du ct io n
p u S l a n o ti a r e p O 3 V IL T I
This unit Introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of OSA within the Lifecycle. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – the concept of Service Management as a practice (SS 2.1, ST 2.1) – the concept of Service, its value proposition and composition (SS 2.2 , ST 2.2) – the functions and processes across the Lifecycle (SS 2.6, ST 2.3) – the role of processes in the Service Lifecycle (SS 2.6.2. 2.6.3) – how Service Management creates business value (SS 3.1, ST 2.4.3, SO 2.4.3, CSI 3.7.2) – how Operational Support and Analysis supports the Service Lifecycle (SO 2.2, SO 2.4,)
The recommended minimum study period for this unit is 1.5 hours.
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Defi ni ti on of Serv ic e Manage ment
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services Capabilities such as: – provide value to customers in the form of services – establish functions and processes for managing services – define the capacity, competency, and confidence for action – transform resources into valuable services
Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
ITIL® is a trademark of the Office of Government Commerce
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s i s y l a n A & t r o p u S l a n o ti a r e p O 3 V IL T I
Defin iti on of a Serv ice
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Customers are then freed to focus on what they consider to be their core competence From the customer’s perspective, value consists of two primary elements: utility or fitness for purpose and warranty or fitness for use
ITIL® is a trademark of the Office of Government Commerce
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Uti li ty and W arr ant y
Value consists of two elements from the customer’s perspective
Utility – Util ity i s what the cust omer ge ts – Fitness for purpose – Removal or relaxation of constraints on performance also positive
Warranty – Warranty i s ho w it is d elivered – Fitness for use – Adding sufficient capacity, availability, continuity, security also positive
U V W
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The Bu si ness P ro cess
Business outcomes are produced by business processes governed by objectives, policies and constraints The processes are supported by resources including people, knowledge, applications and infrastructure Workflow coordinates the execution of tasks and flow of control between resources, and intervening action to ensure adequate performance and desired outcomes Business processes are particularly important from a service management perspective They apply the organization’s cumulative
Business Process
knowledge and experience to the achievement of a particular outcome
Management
People
Knowledge
ITIL® is a trademark of the Office of Government Commerce
Information
Workflow
Applicatio
Infrastructure
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Func tio ns; Roles; Processe s
Functions are units of organizations specialized to perform certain types of work and are responsible for specific outcomes Role refers to a set of connected behaviours or actions that are performed by a person, team or group in a specific context Processes define actions, dependencies, and sequence. A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customer or stakeholder.
p u S l a n o ti a r e p O 3 V Supplier IL T I
Functio n A Network Group
Input (trigger)
ITIL® is a trademark of the Office of Government Commerce
…
Processes (Activities)
Functio n C Service Desk
Output
Custo
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Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE CAPABILITY STREAM The ITIL Intermediate Qualification: Release, Con tr ol and Vali datio n Cert if ic ate
3 V L I T I
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Use of M ou nt ain vi ew Copy ri gh t Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements
l o rt n o C e s a e l e R
3 V L I T I
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents
RCV1 Introduction
RCV2 Change Management
RCV3 Service Asset and Configuration Management
RCV4 Service Validation and Testing
RCV5 Release and Deployment Management RCV6 Request Fulfillment
RCV7 Service Evaluation
RCV8 Knowledge Management
RCV9 RCV Roles and Responsibilities
RCV10 Technology and Implementation Considerations
RCV11 Summary, Exam Preparation and Directed Studies
3 V L I T I
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RCV1: Intr od uc ti on
To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – the concept of Service Management as a practice (ST 2.1)
l o rt n o C e s a e l e R 3 V L I T I
This unit covers the importance of Service Capability Stream: Release, Control and Validation in the context of the Service Lifecycle.
– the concept of Service, its value proposition and composition (ST 2.2) – the functions and processes across the Lifecycle (ST 2.3) – how service management processes are defined, and how they can be applied across the Service Lifecycle with different perspective (SS 2.6.2, 2.6.3) – how Service Management creates business value (SS 3.1, ST 2.4.3, SO 2.4.3, CSI 3.7.2) – scope of the Service Transition Lifecycle in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other Lifecycle stages (ST 2.4.2, 2.4.5, 2.4.6)
The recommended minimum study period for this unit is 1.5 hours.
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n io t a d il a V d n a l o rt n o C e s a e l e R
Defi ni ti on of Serv ic e Manage ment
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. Capabilities such as: – provide value to customers in the form of services – establish functions and processes for managing services – define the capacity, competency, and confidence for action – transform resources into valuable services
Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
3 V L I T I
ITIL® is a trademark of the Office of Government Commerce
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n io t a d il a V d n a l o rt n o C e s a e l e R
Defin iti on of a Serv ice
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Customers are then freed to focus on what they consider to be their core competence From the customer’s perspective, value consists of two primary elements: utility or fitness for purpose and warranty or fitness for use
3 V L I T I
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Uti li ty and W arr ant y
Value consists of two elements from the customer’s perspective
Utility – Util ity i s what the cust omer ge ts – Fitness for purpose – Removal or relaxation of constraints on performance also positive
Warranty – Warranty i s ho w it is d elivered – Fitness for use – Adding sufficient capacity, availability, continuity, security also positive
U
3 V L I T I
V W
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The Bu si ness P ro cess
Business outcomes are produced by business processes governed by objectives, policies and constraints The processes are supported by resources including people, knowledge, applications and infrastructure Workflow coordinates the execution of tasks and flow of control between resources, and intervening action to ensure adequate performance and desired outcomes Business processes are particularly important from a service management perspective They apply the organization’s cumulative
Business Process
knowledge and experience to the achievement of a particular outcome
3 V L I T I
Management
People
Knowledge
ITIL® is a trademark of the Office of Government Commerce
Information
Workflow
Applicatio
Infrastructure
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n io t a d il a V d n a l o rt n o C e s a e l e R
Func tio ns; Roles; Processe s
Functions are units of organizations specialized to perform certain types of work and are responsible for specific outcomes Role refers to a set of connected behaviours or actions that are performed by a person, team or group in a specific context Processes define actions, dependencies, and sequence. A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customer or stakeholder. Functio n A Network Group
3 Supplier V L I T I
Input (trigger)
ITIL® is a trademark of the Office of Government Commerce
…
Processes (Activities)
Functio n C Service Desk
Output
Custo
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t n e m e v o r p Im e ic v r e S l a u n it n o C
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE LIFECYCLE STREAM The ITIL Intermediate Qualification: Con ti nu al Servi ce Imp ro veme nt Cert if ic ate
3 V L I T I ITIL® is a trademark of the Office of Government Commerce
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t Use of M ou nt ain vi ew Copy ri gh t Material n e m Complying with all applicable copyright laws is the responsibility e v of the user o r No part of this document may be reproduced, stored in or p introduced into a retrieval system, or transmitted in any form or Im by any means (electronic, mechanical, photocopying, recording, e or otherwise), or for any purpose, without the express written ic v permission of Mountainview r e » Mountainview is officially accredited as an Accredited S l Courseware Provider by EXIN, the Examination a Institute for Information Science u n it » Mountainview is officially accredited as an Accredited n o Training Provider for ITIL V3 Foundation, Advanced C
3 V L I T I
and Expert by EXIN, the Examination Institute for Information Science
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t Trade marks a nd A ck no wl edg ements n e m No part of this document may be reproduced in any format e without explicit authorization from Mountainview. v o r p ITIL® is a Registered Trade Mark of the Office of Government Im Commerce in the United Kingdom and other countries e IT Infrastructure Library® is a Registered Trade Mark of the ic v Office of Government Commerce in the United Kingdom and r other countries e S The OGC logo® is a Registered Trade Mark of the Office of l a Government Commerce in the United Kingdom u n PRINCE® is a Registered Trade Mark of the Office of it Government Commerce in the United Kingdom and other n o countries C SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of 3 Government the United V L The Swirl logo™ is a Trade Mark of the Office of Government I T Commerce I
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t Tabl e of Con tents n e m CSI Overview e v CSI01: Introduction to Continual Service Improvement o r CSI02: Continual Service Improvement Principles p CSI03: Continual Service Improvement Process Im e CSI04: Continual Service Improvement Methods and Techniques ic v CSI05: Organisation for Continual Service Improvement r e CSI06: Technology for Continual Service Improvement S l CSI07: Implementing Continual Service Improvement a u CSI08: Critical success factors and risks n it CSI09: Summary, Exam Preparation and Directed Studies n o C
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t CSI Overv iew n e m This section cover some of the basic concepts of CSI e v o r p Im e ic v r e S l a u n it n o C
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t CSI: Cont in uo us Serv ic e Imp ro veme nt Pro cesses n e m The 7 Step Continuous Improvement Method e v Service Reporting o r – Reporting policy and rules p Service Measurement Im e 1. Objective (Availability, Reliability, Performance of the Service) ic 2. Developing a Service Measurement Framework v r 3. Different levels of measurement and reporting e S 4. Defining what to measure l a 5. Setting targets u n 6. Service management process measurement it n 7. Creating a measurement framework grid o 8. Interpreting and using metrics C
3 V L I T I
9. Interpreting metrics 10.Using measurement and metrics 11.Creating scorecards and reports 12.CSI policies ITIL® is a trademark of the Office of Government Commerce
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t CSI: Cont in uo us Serv ic e Imp ro veme nt Pro cesses n e m Return on Investment for CSI e v – Creating a Return on Investment o r – Establishing the Business Case p – Measuring benefits achieved Im Business Questions for CSI e ic – Where are we now? v r – What do we want? e S – What do we actually need? l a – Service Level Management plays a key role in working with the u business to provide answers to the business questions. n it • What can we afford? n • What will we get? o C • What did we get?
3 V L I T I
Verifying Service Level Management – Service Improvement Plan (SIP)
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t CSI Mod el n e m e v o r p Im e Inputs: •Business Data ic •Internal or v r External e Assessment 1. Where Are We Now? S •Continual Improvement l a Report u •Internal audit n it (Corporate) findings n o Roles C •ITSM Continual Inputs: 3 V L I T I
Improvement Manager •Sponsor •Process Owner
Inputs: •Executive Strategy (Targets, New Directions) •Service Objectives (optimization of process Integration at Value Added Level) •External Benchmarks 2. Where Do We Want To Be?
S
ity ur ec
IT Strategy planning
F in a
Services
Inputs: •Process Owner Meeting •Continual Improvement Action List •Sponsor Status Meeting nc e
Service Management Processes Data Centre Ops
3. How Do We Get There?
Roles •ITSM Continual Improvement Manager •Sponsors •Process Owners / Process Managers •Infrastructure Managers
4. Are We Improving?
•Service Metrics, Technology Metrics, Process Metrics •Process KPIs and Management Reports •Service Improvement plans •Update Continual Improvement Action List (Assign and re-prioritize)
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Roles •Executive Sponsors •Sponsors •Senior Management •ITSM Continual Improvement Manager
Roles •ITSM Continual Improvement Manager •Process Owners / Process Managers
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t CSI: Cont in ual Se rvi ce Imp ro veme nt Mod el Ill ust rate d n e m Where are we now? e v An ITSM Program is the Roadmap What do we want? o r to get you to your destination What do we need? p What can we afford? Im Where we e want to What will we get? ic be? v What did we get? r e Does it still meet our wants/needs? S l a u n it n o C
3 V L I T I
Where we are?
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t CSI: Plan Do Check Ac t (PDCA) Mod el n e m Continuous Service Improvement e v A formal recurring project undertaken within an organization to o r identify and introduce measurable improvements p Im e “ “trust. InInGod Godwe we ic trust. All All v others othersbring bring r data” e data” Business S www.deming.org l and IT a Alignment l u e n v it e L n A P o y ti C r
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ta u M
C
D
Build a Foundation with measurable processes, consolidated doc umenta tion, sim pli fied pr ocedur es, repea table a nd reusable pr oc ess es. (e.g. GMP, T QM, ISO 9000)
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y g e t a rt S e c i v r e S 3 V L I IT
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE LIFECYCLE STREAM The ITIL Intermediate Qualification: Serv ic e Str ategy Cert if ic ate
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Use of M ou nt ain vi ew Copy ri gh t Material y g e t a rt S e c i v r e S 3 V L I IT
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements y g e t a rt S e c i v r e S 3 V L I IT
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents y g e t a rt S e c i v r e S 3 V L I IT
Service Strategy Overview
SS01: Service Strategy Principles
SS02: Defining Services and Market Spaces
SS03: Conducting Strategic Assessments
SS04: Service Portfolio Management SS05: Demand Management
SS06: Financial Management
SS07: Driving Strategy Through The Service Lifecycle
SS08: Critical Success Factors and Risks
SS09: Summary, Exam Preparation and Directed Studies
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Serv ic e Str ategy y g e t a rt S e c i v r e S 3 V L I IT
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Serv ic e Str ategy Goal a nd Obj ect iv es y g e t a rt S e c i v r e S 3 V L I IT
To provide guidance on how to how to design, develop and implement service management, whilst providing direction for growth not only as an organizational capability, but as a strategic asset Answers questions such as: – What services should we offer and to whom? – How do we differentiate ourselves from competing alternatives? – How do we truly create value for our customers? – How do we capture value for our stakeholders? – How can we make a case for strategic investments? – How can we provide visibility and control over value creation? – How should we define service quality? – How do we choose paths for improving service quality? – How do we efficiently allocate resources across a portfolio of services? – How do we resolve conflicting demands for shared resources?
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Serv ic e Str ategy Goals and O bj ect iv es [ 2] y g e t a rt S e c i v r e S 3 V L I IT
Guidance is provided for developing service management policies, guidelines and processes across the ITIL Service Lifecycle Topics covered in SS include: – the development of markets, both internal and external – service assets – Service Catalogue – implementation of strategy through the Service Lifecycle – Financial Management – Service Portfolio Management – Organizational Development – Strategic Risks
Sets objectives for performance towards serving customers and market spaces, and to identify, select, and prioritize opportunities Addresses that and risks of Service Portfolios, operational effectiveness forcosts distinctive performance Audits current ITIL-based service management capabilities to improve the alignment between those capabilities and business strategies
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Service Model y g e t a rt S e c i v r e S 3 V L I IT
Classifies the service strategy for a market space.
Describes how service assets provide the capacity for customers
Creates value for a given portfolio of contracts
SLAs specify the terms and conditions in which such interaction
occurs with commitments and expectations Classifies the structure and dynamics of services – The structure and dynamics are influenced by factors of utility and warranty to be delivered to customers – The structure and dynamics have consequences for Service Operations,
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Serv ic e Mod els Inf lu enc ed b y Mark et Spa ce y g e t a rt S e c i v r e S 3 V L I IT
Market Spaces determine/influence Service Models Service Models determine/influence the structure and dynamics of a Service
Market Space
Service Portfolio
Customer Portfolio
Contract Portfolio
Customer Assets
Service Assets
Service Models
Configuration of Assets
Activities Events
Service Operations
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Mark et Space y g e t a rt S e c i v r e S 3 V L I IT
All opportunities that an IT Service Provider could exploit to meet business needs of Customers Identifies the possible IT Services that an IT Service Provider may wish to consider delivering
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n g i s e D e ic v r e S 3 V IL
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE LIFECYCLE STREAM The ITIL Intermediate Qualification: Serv ic e Desi gn Cert if ic ate
T I
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Use of M ou nt ain vi ew Copy ri gh t Material n g i s e D e ic v r e S 3 V IL T I
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements n g i s e D e ic v r e S 3 V IL T I
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents n g i s e D e ic v r e S 3 V IL T I
Service Design Overview SD01: Introduction to Service Design SD02: Service Design Principles SD03: Service Design Processes – – – – – – –
Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management
SD04: Service Design technology related activities SD05: Organizing for Service Design SD06: Consideration of Technology SD07: Implementation and improvement of Service Design SD08: Summary, Exam Preparation and Directed Studies
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Serv ic e Desi gn Overv iew n g i s e D
This unit introduces the candidate to the overview of the concepts and of Service Design.
e ic v r e S 3 V IL T I
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Serv ic e Desi gn n g i s e D e ic v r e S 3 V IL T I
FB:
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Serv ic e Desi gn Pro cess es (SD) n g i s e D e ic v r e S 3 V IL
Serv ic e Level Management
Service Catalogue Management
Availability Management
Information Security Management
Supplier Management Capacity Management
IT Service Continuity Management
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SD01: Intr od uc ti on to Serv ic e Desi gn n g i s e D
e ic v r e S 3 V IL
This unit introduces the candidate to the concepts and terminology in the field of Service Design. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – the concept of Service Management as a practice (SD 2.1) – the concept of Service, its value proposition and composition (SD 2.2 and SS 2.2) – the concepts of Function, Process and Role (SD 2.3, glossary) – the purpose, goals and objectives of Service Design (SD 2.4.1, SD 3.1) – the scope of Service Design (SD 2.4.2) – the business value (SD 2.4.3) – the contents and use of the Service Design Package (SD 4introduction, Appendix A (SDP)) – the contents and use of Service Acceptance Criteria (Appendix B (SAC))
T I
The recommended minimum study period for this unit is 2.0 hours.
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Servic e Management n g i s e D e ic v r e S 3 V IL
A set of specialized organizational capabilities for providing value to customers in the form of services Capabilities are functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation and continual improvement Capabilities represent a service organization’s capacity, competency and confidence for action Transforming resources into valuable services is at the core of Service Management Without capabilities, a service organization is merely a bundle of resources has relatively low intrinsic value for customers
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The Valu e Pro po si ti on n g i s e D e ic v r e S 3 V IL T I
Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Services facilitate outcomes by improving the efficiency and effectiveness of activities to create conditions for better performance, thus the probability of desired outcomes is higher The Customer does not want to be accountable for the costs and risks but wants the outcome The Customer would rather specialize in the outcomes from the services The Provider takes ownership of services because the provider is specialized with capabilities for dealing with those costs and risks
The Provider can spread the costs and risks across many customers
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n o tii s n a r T e c i v r e S 3 V
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT: INTERMEDIATE LIFECYCLE STREAM The ITIL Intermediate Qualification: Serv ic e Transit io n Cert if ic ate
IL T I
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Use of M ou nt ain vi ew Copy ri gh t Material n o tii s n a r T e c i v r e S 3 V IL T I
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL® is a trademark of the Office of Government Commerce
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Trade marks a nd A ck no wl edg ements n o tii s n a r T e c i v r e S 3 V IL T I
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is aCommerce RegisteredinTrade Mark Kingdom of the Office of Government the United The Swirl logo™ is a Trade Mark of the Office of Government Commerce
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents n o tii s n a r T e c i v r e S 3 V IL T I
ST01: Introduction to Service Transition
ST02: Service Transition Principles
ST03: Service Transition Processes – Transition Planning and Support – Change Management – Service Asset & Configuration – Release & Deployment – Service Validation & Testing – Evaluation – Knowledge Management
ST04: Service Transition Activities
ST05: Organizing for Service Transition
ST06: Consideration of Technology
ST07: Implementation and Improvement of Service Transition
ST08: Summary, Exam Preparation and Directed Studies
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ST01: Int ro du ct io n to Serv ic e Transi ti on (ST) n o tii s n a r T e c i v r e S 3 V
This unit introduces the candidate to the concepts and terminology in the field of Service Management in general and the main goals and objectives of Service Transition. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – Service Transition as a practice (ST 2.1) – Service, its value proposition and value composition (ST 2.2) – Functions, Processes and Roles (ST 2.3) – The purpose, goals and objectives of Service Transition (ST 2.4.1) – The scope of Service Transition (ST 2.4.2) and the types of processes used by Service Transition (ST 2.4.6) – The position of Service Transition within the service lifecycle , the interfaces, inputs and outputs (ST 2.4.5)
IL T I
– Potential value to business (ST 2.4.3)
The recommended minimum study period for this unit is 2.5 hours.
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Servic e Management as a Pract ice n o tii s n a r T e c i v r e S 3 V IL T I
Service Management – ‘A set of specialized organizational capabilities for providing value to customers in the form of services.’
Service Management, however, is more than just a set of capabilities Also a professional practice supported by an extensive body of knowledge, experience and skills A global community of individuals and organizations in the public and private sectors fosters its growth and maturity Formal schemes exist for the education, training and certification of practicing organizations and individuals influence its quality Industry best practices, academic research and formal standards contribute to its intellectual capital and draw from it The srcins ofsuch Service Management in traditional service businesses as airlines, banks, are hotels and phone companies Grown with the adoption by IT organizations of a service-oriented approach to managing IT applications, infrastructure and processes
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Servi ce Value P ro pos iti on & Comp osi tio n n o tii s n a r T e c i v r e S 3 V
Service – ‘A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.’
Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Services facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints The result is an increase in the probability of desired outcomes
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Func tio ns; Roles; Processe s n o tii s n a r T e c i v r e S 3 V
Functions are units of organizations specialized to perform certain types of work and are responsible for specific outcomes Role refers to a set of connected behaviours or actions that are performed by a person, team or group in a specific context Processes define actions, dependencies, and sequence. A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customer or stakeholder. Functio n A Network Group
I Supplier L T I
Input (trigger)
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…
Processes (Activities)
Functio n C Service Desk
Output
Custo
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Pur po se, Goal a nd Obj ect iv es n o tii s n a r T e c i v r e S 3 V I L T I
Plan and manage the capacity and resources required to package, build, test and deploy a release into production Establish the service specified in the customer and stakeholder requirements Provide a consistent and rigorous framework for evaluating the service capability and risk profile before service is released Set customer expectations on how the performance and use of the service can be used to enable business change Enable the business change project or customer to integrate a release into their business processes and services Plan and manage the resources to establish successfully a service into production within the predicted cost, quality and time Ensure there is minimal unpredicted impact on the production services, operations and support organization
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Scope n o tii s n a r T e c i v r e S 3 V
Management and coordination of the processes, systems and functions to package, build, test and deploy a release into production
Establish the service specified in the requirements
The following lifecycle processes support all lifecycle stages: – Change Management – Service Asset and Configuration Management – Knowledge Management.
Service Transition uses all the processes as it is responsible for testing these processes
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n io t a r e p
Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT:
O e ic v r e S 3 V
INTERMEDIATE LIFECYCLE STREAM The ITIL Intermediate Qualification: Servi ce Opera ti on Cert if ic ate
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Use of M ou nt ain vi ew Copy ri gh t Material
n io t a r e p
O e ic v r e S 3 V I L T I
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
© Crown copyright 2007 Reproduced under licence fro
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Trade marks a nd A ck no wl edg ements
n io t a r e p
O e ic v r e S 3 V I L T I
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom The Swirl logo™ is a Trade Mark of the Office of Government Commerce
© Crown copyright 2007 Reproduced under licence fro
ITIL® is a trademark of the Office of Government Commerce
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Tabl e of Con tents
n io t a r e p
O e ic v r e S 3 V I L T I
SO1 Introduction SO2 Principles SO3 Processes – – – – –
SO4 Common Service Operation Activities SO5 Organizing Service Operation – – – –
Event Management Incident Management Request Fulfillment Problem Management Access Management
Service Desk Technical Management Application Management IT Operations Management (IT Operations Control & Facilities)
SO6 Technology Considerations SO7 Implementation Considerations SO8 Challenges, Critical Success Factors and Risks SO9 Summary, Exam Preparation and Directed Studies © Crown copyright 2007 Reproduced under licence fro
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SO01: Intr od uc ti on to Serv ic e Opera ti on
n io t a r e p
O e ic v r e S 3 V I L T I
This unit covers and introduction of the concepts and terminology in the field of Service Operation. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe: – the term ‘Service Operation’, and how it fits in the overall core ITIL Lifecycle (SO 1.2.3) – the main purpose and objectives of Service Operation (SO 1.3, 2.4.1) – the ITIL processes primarily covered in Service Operation (SO 2.4.5) – the functions within Service Operation (SO 2.4.6) – the value to the business (SO 2.4.3)
The recommended minimum study period for this unit is 45 minutes.
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Servi ce Operatio n h ow it fi ts int o c ore I TIL L ifecycl e
n io t a r e p
O e ic v r e S 3 V I L T I
Provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and SP Strategic objectives are ultimately realized through Service Operations, therefore making it a critical capability
Guidance is provided on how to maintain stability in Service Operations, allowing for changes in design, scale, scope and service levels Organizations are provided with detailed process guidelines, methods and tools for use in two major control perspectives: reactive and proactive Managers and practitioners are provided with knowledge allowing them to make better decisions in areas such as: – – – – –
Managing the availability of services Controlling demand Optimizing capacity utilization Scheduling of operations Fixing problems © Crown copyright 2007 Reproduced under licence fro
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Serv ic e Operati on Goals and O bj ect iv es
n io t a r e p
O e ic v r e S 3 V I L T I
To provide guidance to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers by the ongoing management of the technology that is used to deliver and support services. Control and manage operational processes Monitor performance, assess metrics and gather data during Service Operation Achieve effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider Maintain stability in service operations, allowing for changes in design, scale, scope and service levels. Support of operations through new models and architectures such as shared services, utility computing, web services and mobile commerce. © Crown copyright 2007 Reproduced under licence fro
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Pri mary Proc ess es i n Serv ic e Opera ti on s
n io t a r e p O e ic v r e S 3 V
Event Management
Incident Management
Problem Management
Request Fulfilment
Access Management
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Func ti ons wi thi n Servi ce Operatio n
n io t a r e p
Service Desk
Technical Management
IT Operations Management – IT Operations Control,
O e ic v r e S 3 V
– Facilities Management
Application Management
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Valu e of Serv ic e Opera ti on s t o t he Busi ness
n io t a r e p
O e ic v r e S 3 V I L T I
From a customer viewpoint, Service Operation is where actual value is seen Maintain operations within the budget and within the Return on Investment targets established earlier in the lifecycle Recognize and fix design flaws or unforeseen requirements Provide a formal mechanism to review operational services for design and value Use Incident and Problem Management to resolve operational issue Justify additional funding for tools or actions (including training) aimed at improving the efficiency of Service Operation
Link functionality of a specific service to the cost expectation
from the customer Deploy solutions through very high rate of technological change
Optimize the service to use new tools to manage it more effectively, efficiently and economically © Crown copyright 2007 Reproduced under licence fro
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Professional Qualifications for
ISO/IEC 20000:2005 Foundation Certification IT Service Management according to ISO/IEC 20000
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Use of Mountainview Copyright Material
Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
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Trademarks and Acknowledgements
No part of this document may be reproduced in any format without explicit authorization from Mountainview. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM® is ainRegistered Mark of the Office of Government Commerce the UnitedTrade Kingdom The Swirl logo™ is a Trade Mark of the Office of Government Commerce
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Navigation – Clicking
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Home page
Return to the last viewed slide
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Table of Contents
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Schedule
Review the course program
Cell phone – on buzz or off
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Table of Contents
Introduction
ISO/IEC 20000 & Quality –
Standards and Frameworks
[1] Scope
[2] Terms and Definitions [3] Service Management System
[4] Planning and Implementing Service Management
[5] Planning and Implementing new or changed Services
[6] Service Delivery Processes
[7] Relationship Management
[8] Resolution Processes
[9] Control Processes [10] Release Processes
Certification
Review
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Introduction
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Meet and Greet
Sign-up sheet
Tell us about yourself – What is your name? – How many years of IT related experience do you have? – What is your current role and responsibilities – What is your objective from this course?
About the instructor
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Expected Study Time By Subject
Title Service Management as a Practice TheServiceLifecycle Generic concepts and definitions Key Principles andModels Processes Functions Roles Technology and Architecture ITIL® Qualification scheme Mock exam
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Effort (hrs) 1 1.5 1.5 2.5 5 1 0.25 0.5 0.25 2
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Documentation
Course Manual - Slides
Feedback form
Glossary and Acronyms
Mock Exam
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