ITIL Foundation Course 1
Copyright AXELOS, UK. All the information in this presentation is based on the contents from the ITIL core publications. All the diagrams in this presentation are reproduced (or are based on) from ITIL core publications. No part of this document may be reproduced in any form without the written permission of both Processus Pty Ltd and. 2
ITIL 2011 Foundation Course Structure Unit 1 Unit 2 Service Strategy Unit 3 Service Design Unit 4 Service transition Unit 5 Service Operation Unit 6 Continual Service Improvement Unit 7 Exam Prep to ITIL to Service strategy to Service Design to Service transition to Service Operation to CSI Cheat sheet Principles of IT Service Management Key concepts of Service strategy Key concepts of Service Design Key concepts of Service Transition Key concepts of Service Operation Key concepts of CSI Practice Exam 1 The Service Lifecycle Service strategy processes Service design processes Service Transition processes SO processes CSI processes Practice Exam 2 Case studies 3
ITIL 2011 Foundation Course Objectives At the end of the course, you should be able to: Discuss the ITIL 2011 qualification scheme. Explain the practice of service management. Describe service lifecycle. Identify key principles and models of ITIL 2011. Define generic concepts in ITIL 2011. Discuss the processes, roles and functions in ITIL 2011. Summarise the use of technology with ITIL 2011. Successfully clear your ITIL 2011 foundation exam. 4
Learning Unit 1 To Service Management Lifecycle 5
Lesson 1.0: to ITIL Lesson objectives At the end of this lesson, you should be able to: Explain what is ITIL. What is the ITIL Core publication. Why ITIL is successful. Understand the ITIL 2011 qualification scheme and ITIL Foundation exam format. 6
Lesson 1.0: What is ITIL? What is ITIL? A set of publications for best practices in IT service management. Why ITIL? Focuses on descriptive guidance on IT service management that s easily adapted Emphasizes quality management approach ITIL goals Consistent, comprehensive, hygienic set of best-practice guidance Platform independent discussion of processes Common language, standardised vocabulary Flexible framework, adaptable to different IT environments 7
Lesson 1.2: ITIL Core Publications Each lifecycle phase of ITIL 2011 core is represented by a Volume in the library 1. 2. 3. 4. 5. Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Copyright AXELOS Limited 2011 Reproduced under licence from AXELOS. All rights reserved. 8
Bonus Lesson: Describe and Explain Why ITIL is Successful? ITIL embraces a practical approach to service management do what works. And what works is adapting a common framework of practices that unite all areas of IT service provision towards a single aim that of delivering value to the business. The following list defines the key characteristics of ITIL that contribute to its global success: Vendor-neutral ITIL service management practices are applicable in any IT organisation because they are not based on any particular technology platform or industry type. ITIL is owned by the UK government and is not tied to any commercial proprietary practice or solution. Non-prescriptive ITIL offers robust, mature and time-tested practices that have applicability to all types of service organisation. It continues to be useful and relevant in public and private sectors, internal and external service providers, small, medium and large enterprises, and within any technical environment. Organisations should adopt ITIL and adapt it to meet the needs of the IT organisation and their customers. Best practice ITIL represents the learning experiences and thought leadership of the world s best-in-class service providers. 9
Bonus Lesson: Describe and Explain Why ITIL is Successful? Contd. ITIL is successful because it describes practices that enable organisations to deliver benefits, return on investment and sustained success. ITIL is adopted by organisations to enable them to: Deliver value for customers throughservices Integrate the strategy for services with the business strategy and customer needs Measure, monitor and optimise IT services and service provider performance Manage the IT investment and budget Manage risk Manage knowledge Manage capabilities and resources to deliver services effectively and efficiently Enable adoption of a standard approach to service management across the enterprise Change the organisational culture to support the achievement of sustained success Improve the interaction and relationship with customers Coordinate the delivery of goods and services across the value network Optimise and reduce costs 10
Lesson 1.3: ITIL 2011 Qualification Scheme: Credits System Copyright AXELOS Limited 2011 Reproduced under licence from AXELOS. All rights reserved 11