axelos - itil® foundation
TRANSCRIPT
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Course administration
Course introduction
Start and finish Course style
LunchCoffee and breaks
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Course objectives
Course introduction
Getting to know the ITIL and it’s processes and functions of the model
Understanding terminology and scope Introduction to service management Understanding the ITIL process modelMain goal Attempt Foundation exam with confidence Communicate freely within ITIL,
understanding its principles and philosophySecondary goal Benefits and value of service management
and ITIL
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Course introduction
Let’s Get to Know Each Other
Please share with the class: Your name and surname Your organization Your profession
Title, function, job responsibilities
Your background in IT Your familiarity with the ITIL Your familiarity with the IT service
management Your experience with ITIL/YASM/USMBoK Your personal session expectations
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Day
1
Module Subject Start End Total Time(in hours)
01 Defining service management and ITIL 09:00 10:00 01:00
02 IT Service Management practice 10:00 11:00 01:00
03 The ITIL Service Lifecycle 11:15 11:30 00:15
04 Service Strategy (SS) 11:30 13:00 01:30
Lunch 13:00 13:30 00:30
05 Service Design (SD) 13:30 16:30 03:00
Recap Day 1 16:30 17:00 00:30
Total Training Time 08:00
Course agenda - Day 1
Course introduction
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Day
2
Module Subject Start End Total Time(in hours)
Review Day 1 09:00 09:15 00:15
Service Design (SD) ctn. 09:15 11:00 01:45
07 Service Transition (ST) 11:00 13:00 02:00
Lunch 13:00 13:30 00:30
Service Transition (ST) ctn. 13:30 16:30 03:00
Recap Day 2 16:30 17:00 00:30
Total Training Time 08:00
Course agenda - Day 2
Course introduction
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Day
3
Module Subject Start End Total Time(in hours)
Review Day 1 09:00 09:15 00:15
11 Service Operation (SO) 09:15 11:00 01:45
12 Continual Service Improvement (CSI) 11:00 13:00 02:00
Lunch 13:00 13:30 00:30
Foundation exam 13:30 14:30
Total Training Time 04:30
Course agenda - Day 3
Course introduction
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ITIL Foundation certification
Course introduction
Foundation Exam: Paper based and closed book exam Only pencil and eraser are allowed Simple multiple (ABCD) choice exam Only one answer is correct 40 questions, pass mark is 26 (65%) 1 hour exam No negative points, no “Tricky Questions”
No pre-requisite for Foundation exam Sample, one (official) mock exam is
provided to you
Candidates completing an examination in a language that is not their mother tongue, will receive additional time
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ITIL Qualification Scheme / ITIL Certification Roadmap
Course introduction
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ITIL official handbooks and examination syllabus
Course introduction
ITIL syllabus section code and title
ITILFND01 Service management as a practice
ITILFND02 The ITIL service lifecycle
ITILFND03 Generic concepts and definitions
ITILFND04 Key principles and models
ITILFND05 Processes
ITILFND06 Functions
ITILFND07 Roles
ITILFND08 Technology and architecture
ITILFND09 Competence and training
ITILFND10 Mock exam
Syllabus Handbook Page
Module slide number / total module slides
Slide number / total slides
Module number and name
ITILhandbook page
ITIL syllabus section code
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ITIL interactive study guide mind map
Course introduction
See Appendix #2 for more mind maps from AXELOS Global Best Practice
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ITIL interactive glossary
Course introduction
quizlet.com/42710414/
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About course author - Mirosław Dąbrowski
twitter.com/mirodabrowski
linkedin.com/in/miroslawdabrowskigoogle.com/+miroslawdabrowski
miroslaw_dabrowski
www.miroslawdabrowski.com
Mirosław DąbrowskiAgile Coach, Trainer, Consultant(former JEE/PHP developer, UX/UI designer, BA/SA)
Creator Writer / Translator Trainer / Coach
• Creator of 50+ mind maps from PPM and related topics (2mln views): miroslawdabrowski.com
• Lead author of more than 50+ accredited materials from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc.
• Creator of 50+ interactive mind maps from PPM topics: mindmeister.com/users/channel/2757050
• Product Owner of biggest Polish project management portal: 4PM: 4pm.pl (15.000+ views each month)
• Editorial Board Member of Official PMI Poland Chapter magazine: “Strefa PMI”: strefapmi.pl
• Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods translator for Polish language
• English speaking, international, independenttrainer and coach from multiple domains.
• Master Lead Trainer• 11+ years in training and coaching / 15.000+ hours• 100+ certifications• 5000+ people trained and coached• 25+ trainers trained and coached
linkedin.com/in/miroslawdabrowski
Agile Coach / Scrum Master PM / IT architect Notable clients
• 8+ years of experience with Agile projects as a Scrum Master, Product Owner and Agile Coach
• Coached 25+ teams from Agile and Scrum• Agile Coach coaching C-level executives • Scrum Master facilitating multiple teams
experienced with UX/UI + Dev teams• Experience multiple Agile methods• Author of AgilePM/DSDM Project Health Check
Questionnaire (PHCQ) audit tool
• Dozens of mobile and ecommerce projects• IT architect experienced in IT projects with budget
above 10mln PLN and timeline of 3+ years• Experienced with (“traditional”) projects under high
security, audit and compliance requirements based on ISO/EIC 27001
• 25+ web portal design and development and mobile application projects with iterative,incremental and adaptive approach
ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank, Descom, Ericsson, Ericpol, Euler Hermes, General Electric, Glencore, HP Global Business Center, Ideo, Infovide-Matrix, Interia, Kemira, Lufthansa Systems, Media-Satrun Group, Ministry of Defense (Poland), Ministry of Justice (Poland), Nokia Siemens Networks, Oracle, Orange, Polish Air Force, Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom, Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy, Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…miroslawdabrowski.com/about-me/clients-and-references/
Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management, Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0, ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development / Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM Simulation …
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Agenda
Defining service management and ITIL
1. Defining service management and ITIL2. IT Service Management practice3. The ITIL Service Lifecycle4. Service Strategy (SS)5. Service Design (SD)6. Service Transition (ST)7. Service Operation (SO)8. Continual Service Improvement (CSI)
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Obstacles prevent effective engagement between business and IT
Defining service management and ITIL
IT Seen as Black Box: Business lacks visibility Poor customer satisfaction
Overwhelming Demand:• Unstructured capture of requests and ideas• No formal process for prioritization and trade-offs• Reactive vs. proactive
IT and Business divide: Business thinks in IT servies IT delivers in technology terms
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Disparate solutions/systems reduce efficiency
Defining service management and ITIL
No Single System of Record for Decision Making
Relevant Metrics Hard to Obtain
Disparate Systems Costly to Maintain and Upgrade
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IT Governance Landscape
Defining service management and ITIL
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Defining service management and ITIL
Governance
Governance - ensures that policies and strategy are actually implemented, and that required processes are correctly followed Governance includes defining roles and responsibilities, measuring and
reporting, and taking actions to resolve any issues identified
Early Governance In the form of controls Everyday operations of the mainframe controlled
Early 90s Distributed processing introduced in IT
Distributed processing n-tier processing, the Internet, and increasing virtualization make governance
and controls less prevalent
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Defining service management and ITIL
IT Governance
IT Governance - provides leadership, defines organizational structures, defines processes
“IT governance is the responsibility of the board of directors and executive management. It is an integral part
of enterprise governance and consists of the leadership, organizational structures and processes that ensure that
the organization’s IT sustains and extends the organization’s strategies and objectives.”
IT Governance Institute (2003). Board Briefing on IT Governance, 2nd edition
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Standards and best practices a.k.a. “forest of methodologies”
Defining service management and ITIL
ITILDSDM
PRINCE2
AgilePM
AgilePgM
OPBOK
TOGAF
M_o_R
MoP
MoVCOSO
MSP
ASL
BiSL
ISO 31000
ISO/IEC 20000
ISO/EIC 27001
COBIT
PMBOK
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ITIL
Defining service management and ITIL
ITILFND01
“The ITIL is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and
private sectors internationally. It describes the organisation of IT resources to deliver business value,
and documents processes, functions and roles in IT Service Management (ITSM).”
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Defining service management and ITIL
Basic information about ITIL
ITIL is a registered trademark of AXELOS Ltd. ITIL is the basis of the worldwide standard for quality IT Service
Management, ISO 20000 ITIL is in the public domain ITIL is vendor-neutral ITIL is used by the largest companies leveraging IT ITIL is non-prescriptive ITIL is process based adopt and adapt principle
ITIL is a set of best practices ITIL is no longer an acronym for Information Technology
Infrastructure Library
ITILFND01
Quite often organisations see their hardware/software assets as value.
Does you and your organisation sees processes as a valuable asset?
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Relationship with other AXELOS Global Best Practices and Models
Defining service management and ITIL
The Portfolio, Programme, and Project
Management Maturity
Model (P3M3)
ITILMaturity
Model(IMM)
ITILPortfolio, Programme and Project
Offices(P3O)
Management of Value(MoV)
Management of Risk
(M_o_R)
Best practice guides
AXELOS common glossary
PRINCE2Maturity
Model(P2MM)
Models
(MoP)Management of Portfolios
(MSP)Managing Successful Programmes
(PRINCE2)PRojects IN Controlled Environments
Portfolio Office
Programme Office
Project Office
RESILIA
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ITIL Maturity Model
Defining service management and ITIL
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ITIL History
Defining service management and ITIL
1980s 1989 –1996
2000 –2001 2007 2011 2014
ITIL V1• first publication -
HelpDesk (1998)• 34 volumes
ITIL V2• process approach• Service Delivery• Service Support
ITIL V3 (30 may 2007)• ITIL Refresh project (11.2004 –
05.2007)• ITIL Refresh Development
Programme Board• Extensive cooperation on a global
scale: itSMF, EXIN, ISEB, APMG, ISO, TSO, Jim Clinch, Sharon Taylor (ITIL Lead Architect)
• Model the life cycle of services described in 5 publications
Significant upgrade to version 3• include all items that describe the life cycle of
services• summary of updates in the position: „ITIL
2011 – Summary of Updates”
AXELOS Limited• AXELOS has a majority
stake in the products Best Practice Management
• Rebranding the entire Best Management Practice to AXELOS Global Best Practice
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Selected benefits of using ITIL
Defining service management and ITIL
Improving cooperation of IT – Business/Customer Greater involvement of IT IT as a partner, not the supplier
Improve resource utilization Decrease rework Improve upon project deliverables and time Improve availability, reliability and security of
mission critical IT services Provide services that meet business, customer,
and user demands Integrate central processes Document and communicate roles and
responsibilities in service provision
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Real World Benefits of using ITIL
Defining service management and ITIL
Procter & Gamble Started using ITIL in 1999 and has realized a 6% to 8% cut in
operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million.
Caterpillar Embarked on a series of ITIL projects in 2000. After applying ITIL
principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
Nationwide Insurance Implementing key ITIL processes in 2001 led to a 40% reduction
of its systems outages. The company estimates a $4.3 million ROI over the next three years.
Capital One An ITIL program that began in 2001 resulted in a 30% reduction
in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” incidents by 2003.
Source: Pink Elephant – “The Benefits of
ITIL® White Paper”, March 2006
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Defining service management and ITIL
Service, Outcome
Service - means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks Internal Services External Services
Outcome - the result of carrying out an activity, following a process, or delivering an IT service The term is used to refer to
intended results as well as to actual results
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Anatomy of a Service (technical view)
Defining service management and ITIL
Applications
FirewallNetwork
Switch
Load Balancer Portal
Identity Manager
Web ServersRouter
SAP
PSFT
Siebel
3rd Party Applications
Databases
Mainframe
Database
Web Services
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Internal, External Business services
Defining service management and ITIL
The businessBusiness Units (internal customers)
External customer
IT department
Resources Capabilities
Business services Internal services External services
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External customer
External customer
External customer
External customer
External customer
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Defining service management and ITIL
Classification of services
Services can be discussed in terms of how they relate to one another and their customers Core Service - a service that delivers the basic outcomes desired by one or more
customers Enhancing Service - a service that is added to a core service to make it more
attractive to the customer Enhancing services are not essential to the delivery of a core service but are used to
encourage customers to use the core services or to differentiate the service provider from its competitors
Enabling Service - a service that is needed in order to deliver a core service Enabling services may or may not be visible to the customer, but they are not offered
to customers in their own right
Supporting Service - service that is not directly used by business organization, but is required by the provider of services for the delivery of services aimed at the consumer
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Defining service management and ITIL
Stakeholders
Stakeholders - any person, group of people or organization affected by a process or associated with the process Stakeholders may include customers, partners, employees, owners, users etc. …
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Defining service management and ITIL
Stakeholders - Internal, External Customer
Customer - someone who buys goods or services The customer of an IT service provider is the person or group who defines and
agrees the service level targets Internal Customer - a customer who works for the same business as the IT
service provider Provider and internal customers are parts of the same organisation
External Customer - a customer who works for a different business from the IT service provider Provider and external customer are separate units that belong to separate
organizations
Both types must be provided with the agreed level of service and the same levels of customer service
Services are often designed, transitioned, delivered and improved in different ways
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Defining service management and ITIL
Stakeholders - User
User - a person who uses the IT service on a day-to-day basis Users are distinct from customers, as some customers do not use the IT service
directly
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Defining service management and ITIL
Stakeholders - Supplier
IT Service Provider - a service provider that provides IT services to internal or external customers Both internal IT department or an independent company
Supplier - a third party responsible for supplying goods or services that are required to deliver IT services like network and telecom services, hardware maintenance, datacentre services, hosting, collocation etc.
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Defining service management and ITIL
Process
Process - a structured set of activities designed to accomplish a specific objective A process is measurable and performance driven It may include any of the roles, responsibilities, tools and management controls
required to reliably deliver the outputs A process may define policies, standards, guidelines, activities and work
instructions if they are needed A process takes one or more defined inputs and turns them into defined outputs A process exists to deliver a specific, identifiable and countable result A process must meet expectations of all internal and external customers
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Process model
Defining service management and ITIL
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Process components
Defining service management and ITIL
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ITILFND01 SS, 21
Process control
Process owner
Process policy
Process objectives
Processdocumentation Process feedback
Process activitiesProcess metrics
Process roles
Process procedures
Processimprovements
Process work instructions
Process resourcesProcess
capabilities
Process
Process enables
Triggers
Processinputs
Processoutputs
Including processReports and
reviews
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Characteristics of a process
Defining service management and ITIL
Measurable Performance driven Cost, quality, duration, productivity …
Specific results Delivery of a specific output/result Individually identifiable and countable
Stakeholders Delivery of result to a customer or stakeholder Meeting customers' expectations Could be internal or external
Originating from a certain event
Traceable to a specific trigger Responds to a specific event or is triggered at certain dates
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Activity, Function, Role
Function - a team or group of people and the tools or other resources they use to carry out one or more processes or activities - for example, the service desk
Role - a set of responsibilities, activities and authorities assigned to a person or team A role is defined in a process or
function One person or team may have
multiple roles
Activity - a set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans, and are documented in procedures
Defining service management and ITIL
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Defining service management and ITIL
Process Roles
Process owner Ensures a process is fit for purpose Accountable for process being performed to agreed standard
Process manager Accountable for operational management of a process May be several (e.g. regional) process managers per process Possible to combine with process owner role
Process practitioner Responsible for carrying out one or more process activities Possible to combine with process manager role
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Service components
Defining service management and ITIL
OLAs contracts
Supporting services
Support teams
Service management
processes
Business process 1
Business process 2
Business process N
Policy / Strategy Governance / Compliance
SLA / SLRCosts / Price
Service
Infrastructure Environment Data Applications
Business Process management
Requirements / Needs
Suppliers
UTILITYWARRANTY
Resources and capabilities
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Module review and summary
Basic information about ITIL ITIL History Definitions Service Outcome Internal, External Business services Customer User Supplier Process Function Activity Role
Definitions Governance IT Governance
Defining service management and ITIL
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Q&A
Defining service management and ITIL
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