Introduction to ITIL V.

3 Foundation

2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

House Rules

Turn off your cell phones (silent mode)

We will allow the use of laptop to access training materials

Avoid chatting/jabber Listen attentively during lectures Participate in discussions Ask questions and share what you have in mind Give constructive criticisms (feedback)

HP Restricted

Personal Introductions

Name

Organization
Job Title / Responsibilities ITSM Experience? Expectations?

HP Restricted

Learning Objectives

To know the fundamentals of ITIL V.3 To understand the ITIL Service Management Lifecycle To describe and differentiate the ITIL Service Management Practices Core Guidance
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

To pass the ITIL Foundation V.3 Certification Exam

HP Restricted

Training Schedule
ITIL V.3 Foundation
TIME 9:00 - 9:30 9:30 10:30 10:30 - 11:00 11:00 12:00 12:00 - 1:30 1:30 2:30 2:30 3:00 3:00 4:00 4:00 - 4:30
5

Day 1 Course Introduction Introduction to ITIL V.3 BREAK The Service Lifecycle LUNCH Service Strategy BREAK Service Design Day 1 Summary
HP Restricted

Day 2 Review Day 1 Service Transition BREAK Service Operation LUNCH Continual Service Improvement BREAK Practice Exam Day 2 Summary

IT Infrastructure Library (ITIL)

First published by UK Government in late 1980s Best practice for IT Service Management
Proven good practice that is in wide industry use

Updated to V2 in 2000/2001
Improved for international audience New types of service delivery

Updated to V3 in 2007
Lifecycle model

Greater focus on strategy and business outcomes

Provides detail for other industry frameworks and standards such as:
COBIT ISO/IEC 20000

HP Restricted

Key Concepts
Service

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.

Service Provider

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

Service Management

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services
A set of Functions and Processes for managing Services over their Lifecycle
HP Restricted

Service Owner
The Service Owner is responsible to the Customer for a particular service

Initiation and transition Ongoing maintenance and support Monitoring and reporting Identifying improvement opportunities Prime customer contact

HP Restricted

Key Concepts

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

Role
A set of responsibilities, activities and authorities granted to a person or team

Process
A set of activities designed to accomplish a specific objective. A process takes defined inputs and turns them into defined outputs. A process may include roles, responsibilities, tools and management controls required to deliver the outputs

10

HP Restricted

A Process Model

Processes are examples of closed-loop systems because they provide change and transformation towards a goal, and utilize feedback for self-reinforcing and self-corrective action. It is important to consider the entire process or how one process fits into another

11

HP Restricted

Characteristics of processes
How to recognize a process It is measurable

It delivers specific results Primary results are delivered to customers or stakeholders It responds to specific events

12

HP Restricted

Process Owner
Responsible for: Assisting with Process Design

Documenting the process Making sure the process is being performed as documented Making sure the process meets its aims

Monitoring and improving the process over time

13

HP Restricted

RACI Model

A RACI model can be used to help define roles and responsibilities It identifies the activities that must be performed alongside the various individuals and roles involved RACI is an acronym for the four main roles of:
Responsible The person or people responsible for getting the job done Accountable Only one person can be accountable for each task Consulted The people who are consulted and whose opinions are sought Informed The people who are kept up-to-date on progress

14

HP Restricted

Suppliers and Contracts

Supplier
A third party responsible for supplying goods or services These are required by the services provider to enable them to deliver services

Contract
A legally binding agreement between two or more parties to supply goods or services

15

HP Restricted