Contents Acknowledgements 5 About this guide 6 1 Introduction to service 9 1.1 Good practice 9 1.2 The ITIL framework 9 1.3 What is service? ( 2.1 2.2, 2.1 2.2) 11 1.4 Service value creation 13 1.5 The ITIL service model 17 1.6 Functions and processes across the service lifecycle ( 2.6, 2.3) 19 1.7 Operational support and analysis supporting the service lifecycle (SO 2.4) 22 2 Event 26 2.1 Purpose/goal/objectives (SO 4.1.1) 26 2.2 Scope (SO 4.1.2) 26 2.3 Value to the business and service lifecycle (SO 4.1.3) 27 2.4 Policies, principles and basic concepts (SO 4.1.4) 27 2.5 Process activities, methods and techniques (SO 4.1.5) 29 2.6 Triggers, inputs, outputs and interfaces (SO 4.1.6) 33 2.7 Information (SO 4.1.7) 34 2.8 Metrics (SO 4.1.8, 4.3, 7.1.3) 35 2.9 Challenges, critical success factors and risks (SO 4.1.9) 35 2.10 Event design (SO 4.1.10) 36
2 Contents 3 Incident 39 3.1 Purpose/goal/objectives (SO 4.2.1) 39 3.2 Scope (SO 4.2.2) 39 3.3 Value to the business and service lifecycle (SO 4.2.3) 40 3.4 Policies, principles and basic concepts (SO 4.2.4) 40 3.5 Process activities, methods and techniques (SO 4.2.5) 42 3.6 Triggers, inputs, outputs and interfaces (SO 4.2.6) 52 3.7 Information (SO 4.2.7) 54 3.8 Metrics (SO 4.2.8, 4.1, 4.3, 4.5) 54 3.9 Challenges, critical success factors and risks (SO 4.2.9, 4.5, 9) 55 4 Request fulfilment 57 4.1 Purpose/goal/objectives (SO 4.3.1) 57 4.2 Scope (SO 4.3.2) 57 4.3 Value to the business and service lifecycle (SO 4.3.3) 57 4.4 Policies, principles and basic concepts (SO 4.3.4) 58 4.5 Process activities, methods and techniques (SO 4.3.5) 59 4.6 Triggers, inputs, outputs and interfaces (SO 4.3.6) 60 4.7 Information (SO 4.3.7) 61 4.8 Metrics (SO 4.3.8, 7.1.6) 61 4.9 Challenges, critical success factors and risks (SO 4.3.9, 9) 62 5 Problem 64 5.1 Purpose/goal/objectives (SO 4.4.1) 64 5.2 Scope (SO 4.4.2) 64 5.3 Value to the business and service lifecycle (SO 4.4.3) 65 5.4 Policies, principles and basic concepts (SO 4.4.4) 65 5.5 Process activities, methods and techniques (SO 4.4.5) 66
Contents 3 5.6 Triggers, inputs, outputs and interfaces (SO 4.4.6) 72 5.7 Information (SO 4.4.7) 74 5.8 Metrics (SO 4.4.8, 4.1, 4.6) 75 5.9 Challenges, critical success factors and risks (SO 4.4.9, 4.5, 9) 76 6 Access 77 6.1 Purpose/goal/objectives (SO 4.5.1) 77 6.2 Scope (SO 4.5.2) 77 6.3 Value to the business and service lifecycle (SO 4.5.3) 77 6.4 Policies, principles and basic concepts (SO 4.5.4) 78 6.5 Process activities, methods and techniques (SO 4.5.5) 78 6.6 Triggers, inputs, outputs and interfaces (SO 4.5.6) 81 6.7 Information (SO 4.5.7) 82 6.8 Metrics (SO 4.5.8) 83 6.9 Challenges, critical success factors and risks (SO 4.5.9, 9) 83 7 Service desk 85 7.1 Role (SO 6.2.1) 85 7.2 Objectives (SO 6.2.2) 86 7.3 Organizational structures (SO 6.2.3) 86 7.4 Staffing options (SO 6.2.4) 91 7.5 Metrics (SO 6.2.5) 98 7.6 Outsourcing the service desk (SO 6.2.6) 101 8 Service operation functions 103 8.1 Functions 103 8.2 Technical 103 8.3 IT operations 107 8.4 Application 109
4 Contents 9 Technology and implementation 114 9.1 Generic requirements for ITSM technology (SO 7.1) 114 9.2 Evaluation criteria for technology and tools ( 7.2) 115 9.3 Practices for process implementation 116 9.4 Challenges, critical success factors and risks relating to implementing practices and processes 118 9.5 Planning and implementing service technologies (SO 8.5) 121 10 Qualifications 124 10.1 Overview 124 10.2 Foundation 124 10.3 Intermediate level 126 10.4 ITIL Expert 127 10.5 ITIL Master 127 10.6 Existing ITIL V1 and V2 qualifications 127 Further information 129 Related standards and other sources 129 Further guidance and contact points 130
About this guide This guide provides a quick reference to the processes covered by the ITIL operational support and analysis (OSA) syllabus. It is designed to act as a study aid for students taking the ITIL Capability qualification for OSA, and as a handy portable reference source for practitioners who work with these processes. This guide is not intended to replace the more detailed ITIL publications, nor to be a substitute for a course provider s training materials. Many parts of the syllabus require candidates to achieve competence at Bloom levels 3 and 4, showing the ability to apply their learning and analyse a situation. This study aid focuses on the core knowledge that candidates need to acquire at Bloom levels 1 and 2, including a knowledge and comprehension of the material that supports the syllabus. For further syllabus details, see the current syllabus published by the APM Group at www.itil-officialsite.com. Listed below in alphabetical order are the ITIL service processes with cross-references to the publication in which they are primarily defined, and where significant further expansion is provided. Most processes play a role during each lifecycle stage, but only significant references are included. Those processes and functions specifically relevant to the OSA syllabus and covered in this guide are also listed. Abbreviations are given in full in section 1.2.
About this guide 7 ITIL service processes Service process Seven-step improvement process OSA syllabus Primary source Access 4 SO Further expansion Availability Capacity SO, Change Demand Evaluation Event 4 SO Financial Incident 4 SO Information security SO IT service continuity Knowledge Problem 4 SO Release and deployment Request fulfilment 4 SO SO
8 About this guide Service process Service asset and configuration Service catalogue Service level Service measurement Service portfolio Service reporting Service validation and test Service strategy (strategy generation) Supplier OSA syllabus Primary source Transition planning and support Function Application 4 SO IT operations 4 SO Service desk 4 SO Technical 4 SO Further expansion SO