Mountainview - Courseware Samples - First 10 Pages

May 14, 2018 | Author: MyScribd_ielts | Category: Itil, It Service Management, Trademark, Accountability, Information Technology
Share Embed Donate


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

Sample Onl

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

Sample Onl

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

9

Sample Onl

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

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

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

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

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

4

TOC

Sample Onl

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

Sample Onl

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

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

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

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

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

8

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

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

9

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

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

Mountainview Copyright 2007

10

TOC

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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

Mountainview Copyright 2007

TOC

1

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I 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

Mountainview Copyright 2007

TOC

2

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I 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

TOC

3

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

4

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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.

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

5

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

6

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

7

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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 OAA PU ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

8

Sample Onl

n ito a iz m ti p O & n

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

Mountainview Copyright 2007

TOC

9

Sample Onl

n ito a iz m ti p O & n t io c e t o r P , g n i n n a l P 3 V ® L I T I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

10

Sample Onl

s t n e m e re g A & s g n ir e ff O e c i rv e S 3 V IL T I

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

Mountainview Copyright 2007

1

TOC

Sample Onl

s t n e m e re g A & s g n ir e ff O e c i rv e S 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

Mountainview Copyright 2007

2

TOC

Sample Onl

s t n e m e re g A & g s n ir e ff O e c i rv e S 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

Sample Onl

s t n e m e re g A & g s n ir e ff O e c i rv e S 3 V IL T I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Onl

s t n e m e re g A & s g n ir e ff O e c i rv e S 3 V IL T I

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

Mountainview Copyright 2007

5

TOC

Sample Onl

s t n e m e re g A & s g n ir e ff O e c i rv e S 3 V IL T I

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

Mountainview Copyright 2007

6

TOC

Sample Onl

s t n e m e re g A & s g n ir e ff O e c i rv e S 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

Mountainview Copyright 2007

7

TOC

Sample Onl

s t n e m e re g A & s g n ir e ff O e c i rv e S 3 V IL T I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

8

TOC

Sample Onl

s t n e m e re g A &

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

Mountainview Copyright 2007

9

TOC

Sample Onl

s t n e m e re g A &

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

Mountainview Copyright 2007

10

TOC

Sample Onl

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

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

Mountainview Copyright 2007

1

TOC

Sample Onl

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

Mountainview Copyright 2007

2

TOC

Sample Onl

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

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

Mountainview Copyright 2007

3

TOC

Sample Onl

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

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Onl

s i s y l a n A & t r o

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.

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

5

TOC

Sample Onl

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

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

Mountainview Copyright 2007

6

TOC

Sample Onl

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

Mountainview Copyright 2007

7

TOC

Sample Onl

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

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

8

TOC

Sample Onl

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

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

Mountainview Copyright 2007

9

TOC

Sample Onl

s i s y l a n A & t r o

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

Mountainview Copyright 2007

10

TOC

Sample Onl

n io t a d il a V d n a l o rt n o C e s a e l e R

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

1

TOC

Sample Onl

n io t a d il a V d n a l o rt n o C e s a e l e R 3 V L I 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

Mountainview Copyright 2007

2

TOC

Sample Onl

n io t a d il a V d n a

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

Mountainview Copyright 2007

3

TOC

Sample Onl

n io t a d il a V d n a l o rt n o C e s a e l e R

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Onl

n io t a d il a V d n a

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.

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

5

TOC

Sample Onl

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

Mountainview Copyright 2007

6

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

7

TOC

Sample Onl

n io t a d il a V d n a l o rt n o C e s a e l e R

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

8

TOC

Sample Onl

n io t a d il a V d n a l o rt n o C e s a e l e R

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

Mountainview Copyright 2007

9

TOC

Sample Onl

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

Mountainview Copyright 2007

10

TOC

Sample Onl

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

Mountainview Copyright 2007

1

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

2

TOC

Sample Onl

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 













ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

3

TOC

Sample Onl

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          

3 V L I T I ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Onl

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 

3 V L I T I ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

5

TOC

Sample Onl

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

Mountainview Copyright 2007

6

TOC

Sample Onl

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)

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

7

TOC

Sample Onl

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)

ITIL® is a trademark of the Office of Government Commerce

Roles •Executive Sponsors •Sponsors •Senior Management •ITSM Continual Improvement Manager

Roles •ITSM Continual Improvement Manager •Process Owners / Process Managers

Mountainview Copyright 2007

8

TOC

Sample Onl

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?

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

9

TOC

Sample Onl

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  

3 V L I T I

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)

Time ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

10

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

1

Sample Onl

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

Mountainview Copyright 2007

TOC

2

Sample Onl

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

Mountainview Copyright 2007

TOC

3

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

4

Sample Onl

Serv ic e Str ategy y g e t a rt S e c i v r e S 3 V L I IT

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

5

Sample Onl

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?

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

6

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

7

Sample Onl

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,

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

8

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

9

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

10

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

1

Sample Onl

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

Mountainview Copyright 2007

TOC

2

Sample Onl

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

Mountainview Copyright 2007

TOC

3

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

4

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

5

Sample Onl

Serv ic e Desi gn n g i s e D e ic v r e S 3 V IL T I

FB:

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

6

Sample Onl

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

T I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

7

Sample Onl

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.

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

8

Sample Onl

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

T I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

9

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

TOC

10

Sample Onl

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

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 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

Mountainview Copyright 2007

2

TOC

Sample Onl

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

Mountainview Copyright 2007

3

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Onl

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.

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

5

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

6

TOC

Sample Onl

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

IL T I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

7

TOC

Sample Onl

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)

ITIL® is a trademark of the Office of Government Commerce



Processes (Activities)

Functio n C Service Desk

Output

Custo

Mountainview Copyright 2007

8

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

9

TOC

Sample Onl

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

IL T I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

10

TOC

Sample Onl

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

I L T I © Crown copyright 2007 Reproduced under licence fro

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

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

2

TOC

Sample Onl

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

Mountainview Copyright 2007

3

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Onl

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.

© Crown copyright 2007 Reproduced under licence fro

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

5

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

6

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

7

TOC

Sample Onl

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

I L T I © Crown copyright 2007 Reproduced under licence fro

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

8

TOC

Sample Onl

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

I L T I © Crown copyright 2007 Reproduced under licence fro

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

9

TOC

Sample Onl

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

10

TOC

Sample Onl

n o i t a d n u o F 0 0 0 0 2 C E I /

Professional Qualifications for

ISO/IEC 20000:2005 Foundation Certification IT Service Management according to ISO/IEC 20000

O S I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

1

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I / O S I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

2

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I / O S I

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

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

3

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I /

Navigation – Clicking

TOC



Home page



Return to the last viewed slide



Next slide



Previous slide



Table of Contents

O S I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

4

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I /

Schedule 

Review the course program



Cell phone – on buzz or off

O S I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

5

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I / O S I

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



ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

6

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I /

Introduction

O S I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

7

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I /

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

O S I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

8

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I / O S I

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

ITIL® is a trademark of the Office of Government Commerce

Effort (hrs) 1 1.5 1.5 2.5 5 1 0.25 0.5 0.25 2

Mountainview Copyright 2007

9

TOC

Sample Only

n o i t a d n u o F 0 0 0 0 2 C E I /

Documentation 

Course Manual - Slides



Feedback form



Glossary and Acronyms



Mock Exam

O S I

ITIL® is a trademark of the Office of Government Commerce

Mountainview Copyright 2007

10

TOC

Sample Only

View more...

Comments

Copyright ©2017 KUPDF Inc.