WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER

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Class hours Class starts at 9:00 am Eastern time Class will end each day around 4:00 pm. 9

Breaks 15 minute morning 1 hour lunch 15 minute afternoon 10

Purpose of the this class To introduce and discuss the ITIL Foundation material, so that you can prepare to pass the ITIL Foundations certification test 11

What are we going to do: Introduction of ITIL: Why it is necessary; It s purpose; The test itself; and Discussion of that material; 12

What this class will not do: Make you an expert 14

15 What is ITIL? Information Technology Infrastructure Library (ITIL): A community-defined framework and library of IT service management best practices. Began in England as a project by the Central Computer and Telecommunications Agency (CCTA). Based on ITIL CCTA Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

17 ITIL Qualification Schemes Scheme Description Foundation level Covers the basic knowledge of ITIL's core processes and concepts. Intermediate level Covers material for two separate streams: One based on the Lifecycle, comprising five exams, one for each phase of the Lifecycle. One based on practitioner capabilities, comprising four exams: Operational Support and Analysis (OSA); Offerings and Agreements (SOA); Release, Control, and Validation (RC&V); and Planning, Protection, Optimization (PP&O). ITIL Expert Covers the full Lifecycle approach. Students must pass the Foundation exam, have at least 22 credits, and successfully pass the Managing Across the Lifecycle (MALC) capstone course. ITIL Master Candidates must demonstrate an ability to apply ITIL concepts to new areas.

18 ITIL Exams Scheme Description Foundation level The ITIL Foundation level is a multiple-choice, 40-question exam. Passing score is 65%. Intermediate level, Lifecycle Stream Intermediate level, Capability Stream ITIL Expert Strategy (SS) Design (SD) Transition (ST) Operation (SO) Continual Improvement (CSI) Operational Support and Analysis (OSA) Offerings and Agreements (SOA) Release, Control and Validation (RC&V) Planning, Protection, and Optimization (PP&O) The Managing Across the Lifecycle (MALC) capstone exam includes multiple choice, scenario-based, and gradient scored questions. Total questions: 8. Passing score is 70%. ITIL Master Candidates must demonstrate an ability to apply ITIL concepts to new areas.

19 s and IT s : A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. Customer Provider Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

20 s

21 s

23 Types of s

25 What are Assets

26 Governance and Management Systems

27 IT Management management: A set of specialized organizational capabilities for providing value to customers in the form of services. Internal IT Support External IT Support

28 Value Creation Value creation: The combination of utility and warranty that produces a positive effect. Utility: The actual, visible benefit of a service to meet a particular need. It is described as fitness for purpose in ITIL. Warranty: The guarantee that a service will meet the customer s requirements of it. It is described as fitness for use in ITIL. = + Value Utility Warranty

29 Utility and Warranty Utility: The actual, visible benefit of the service that meets a particular need. Warranty: The guarantee that the service will meet its requirements. Value is defined by the users Value Utility "Fitness for purpose" Warranty "Fitness for use"

30 The Provider provider: An organization that provides a service to customers, which may be within the company, or may be external. May be internal or external Customers Provider

31 Types of Providers Provider Type Description Type I An internal service provider that is embedded within a business unit. Example: A department with its very own, dedicated IT support group. Type II A shared services unit that provides services to several business units. Example: A centralized IT department that serves all of the other departments. Type III An external service provider that is concerned with providing IT services to customers outside of the company. Example: A separate organization contracted to maintain and support desktop hardware.

32 Best Practices Best practice: An industry-wide method that has proven itself in practice. A best practice is: Documented Measurable Actionable Specific

Stakeholders

34 Processes Process: A set of activities that are used to accomplish an objective.

35 Process

36 Characteristics of a Process

37 The Process Model Process model: A visual representation of the workflow and decision-making that occurs within a process. From Event Mgmt From Web Interface User Phone Call Email Technical Staff Incident Identification Incident Logging Incident Categorization Request? Yes To Request Fulfillment Major Incident Procedure Yes No Incident Prioritization No Major Incident? No Initial Diagnosis

Governance

Program Manager PM Assistant Board of Directors Manager Legal Adviser The RACI Model RACI Model: Responsible, Accountable, Consulted, and Informed. This model is used to help define roles and responsibilities. Activity 1 R A Activity 2 Activity 3 A R I C RA I I Activity 4 Activity 5 RA A R I C

40 Roles Role: A set of responsibilities; defined in a process. Security Manager Security Manager Supplier Manager Supplier Manager Individuals may have more than one role Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

41 Roles in Management

42 Functions Function: A team or group of people and the tools they use to carry out one or more processes or activities. Desk Function Applications Tools Databases Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

43 Functions in Management

44 Activities Activity: An action or set of actions designed to achieve a certain result; usually defined as part of a process or plan. An IT Desk employee grants rights to a user. Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

Question

57 The Lifecycle Continual Improvement Design Strategy Transition Continual Improvement Operation Continual Improvement

58 ITIL Lifecycle

59 ITIL Processes and Functions

60 Strategy Continual Improvement Strategy: Concerns the overall strategic planning of the IT service. Includes financial planning and definition of value to the customer. Design Strategy Transition Continual Improvement Operation Continual Improvement

61 Design Continual Improvement Design: Concerns the design and development of services, service management, and related processes. Typically begins when a customer requests a new or changed service. Design Strategy Operation Transition Continual Improvement Continual Improvement

62 Requirements Requirements include: Scalability. Business processes and business units. IT service and business functionality. Continual Improvement s, SLRs, and SLAs. Technology components. Internal services associated with OLAs. Externally supported services. Design Strategy Transition Continual Improvement Measurements and metrics. Security levels. Operation Continual Improvement

63 Transition Continual Improvement Transition: Utilizes various processes, systems, and functions. Builds, tests, and deploys the service before going live. Design Strategy Transition Continual Improvement Bridges the gap between Design and Operation. Operation Continual Improvement Based on AXELOS ITIL material. Reproduced under license from AXELOS Limited. All rights reserved.

64 Operation Continual Improvement Operation: Is where the service is first made available to customer. Has its own processes and functions to provide the service at the agreed-upon level. Design Strategy Operation Transition Continual Improvement Continual Improvement Based on AXELOS ITIL material. Reproduced under license from AXELOS Limited. All rights reserved.

Continual Improvement Continual Improvement Continual Improvement: Can be applied anywhere in the Lifecycle. Uses measurements to identify strengths and weaknesses. Is continual, iterative work. Design Strategy Transition Continual Improvement Is focused on making improvements throughout the service lifecycle. Operation Continual Improvement 65

Question

78 Goals, Objectives, and Scope of the Strategy Asset Resources "Tools" Capabilities Know How

79 The Portfolio Portfolio Catalog Pipeline Retired s Past Present Future Portfolio

80 Components of the Business Case Typical components of a business case: Introduction Methods and assumptions Business impacts Risks and contingencies Recommendations

81 Risks of Strategy Risk: An uncertainty in outcome that could cause the inability to meet objectives. Risks Contract Design Operational Market

82 Risk Analysis and Risk Management Risk Assess value of assets Assess threat levels Assess vulnerabilities Risk Analysis Risk Management Process to monitor risk Reliable risk information Balance of controls Decision-making processes Countermeasures

83 Activities of Strategy Define the Market, Develop the offerings, Develop strategic assets, and Prepare for execution

84 Four Processes of Strategy Strategy processes: Financial Management Portfolio Management; Demand Management; and Business Relationship Management Continual Improvemen t Design Strategy Operation Continual Improvement Transition Continual Improveme t

85 Financial Management Financial management: An integrated component of service management that helps the organization determine the best possible use of its monetary resources to provide services. A B C D Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

86 Accounting Accounting: The method by which an organization tracks and records investments and expenditures in order to provide services. Capital/Operational Expenses Fixed/Variable Costs Direct/Indirect Costs Budget Financial figures are measured against a budget Material in blue italic based on AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

87 Budgeting Budgeting: The activities associated with predicting and controlling expenditures. Budget Budgeting: Involves predicting and controlling expenditures. Defines acceptable amount of spending for providing a service. Begins with negotiation. Involves periodic monitoring and adjusting.

88 Portfolio Management SPM: The process used to make investment-related decisions across the enterprise. Catalog Pipeline Identify: Strengths and weaknesses of organization. Business requirements. Associated costs. Retired s Portfolio

90 Guidelines for Developing SPM Objectives Provider Industry Why should a customer buy these services? Why should a customer buy these services from us? What are the pricing or chargeback models? What are the organization s strengths, weaknesses, priorities, and risks? How should resources and capabilities be allocated?

91 SPM Phases Strategy Define Analyze Approve Charter