ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna1CopyrightAll Right ReservedPrepared by Prashant PokarnaITIL 2011 FOUNDATION CERTIFICATION COURSEITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna2CopyrightAll Right ReservedPrepared by Prashant PokarnaAgenda - Day 1Learning Unit 1: Introduction to Service Management LifecyclePrinciples of Service Management, Processes, The ITILService LifecycleLearning Unit 2: Service StrategyConcepts and Models, ProcessesLearning Unit 3: Service DesignConcepts and Models, Key Principles, ProcessesAgenda - Day 2Learning Unit 4: Service TransitionConcepts and Models, Key Principles, ProcessesLearning Unit 5: Service OperationsConcepts and Models, Key Principles, Processes and FunctionsLearning Unit 6: Continual Service ImprovementConcepts and Models, Key Principles, ProcessesLearning Unit 7 : Summary and Exam PreparationReview of Key Concepts and Practice ExamITIL 2011 Foundation Course AgendaITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna Name Professional Experience Current Assignment Expectations from this workshopIntroductionITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna Cell Phones in silent mode. Systems / Laptops not required. Breaks to be matched with course flow Examples / Discussions on Real Time Scenario Agree to DisagreeAgreementITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaITIL 2011 Foundation Course ObjectivesAt the end of the course, you should be able to: Discuss the ITIL2011 qualification scheme Explain the practice of service management Describe service lifecycle Identify key principles and models of ITIL2011 Define generic concepts in ITIL 2011 Discuss the processes, roles and functions in ITIL2011 Summarise the use of technology with ITIL2011 Successfully clear your ITIL2011 foundation examITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaWhat 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 thats easily adapted Emphasizes quality management approach, standards ITIL goals Consistent, comprehensive, hygienic set of best-practice guidance Platform independent discussion of processes Common language, standardized vocabulary Flexible framework, adaptable to different IT environmentsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna7CopyrightAll Right ReservedPrepared by Prashant Pokarna10Each lifecycle phase of ITIL 2011 core is represented by a Volume in the library1.Service Strategy2.Service Design3.Service Transition4.Service Operation5.Continual Service ImprovementAXELOS copyright 2011. Reproduced under license from AXELOS ITIL Core PublicationsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna8CopyrightAll Right ReservedPrepared by Prashant Pokarna11ITIL 2011 Qualification Scheme: Credits SystemLifecycle ModulesService StrategyService DesignService TransitionService OperationContinual Service ImprovementCapability ModulesOperational Support and Analysis (OSA)Planning Protection & Optimisation (PPO)Release Control and Validation (RCV)Service Offerings & Agreements (SOA)http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspxITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaType Online, multiple choice, 40 questions. The questions are selected from the fullITIL Foundation in IT Service Management examination question bank.Duration Maximum 60 minutes English LanguageOther Native Language 75 minutesProctoredYesPass Score 65% (26 out of 40)Where? AEC Authorized Examination Center'sITIL 2011 Foundation ExamFormatITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaWhat is Best Practice ? Best Practice is a set of guidelines based on the bestexperiences of the most qualified and experiencedprofessionals in a particular field. Best practices are generally commoditized, generally accepted,proven as effective ways of doing things which were previouslyconsidered best practices of the pioneering organizations. Best practice accepted and adopted by others becomecommon best practicesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaDrawbacks of Proprietary Knowledge Proprietary knowledge is difficult to Adopt Proprietary knowledge is often undocumented Proprietary knowledge is difficult to replicate and transfer Owner expects royalty / compensation Proprietary knowledge is specific in most casesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaPublic Frameworks & Standards Available through Public Communities Widely Easy to get trained and certified Valid for different segments Peer reviewed Used by different parties Free Skills can be easily made availableITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaWhat is a Service ? Ameans of delivering value to customers by facilitatingoutcomes customer want to achieve, without the ownership ofspecific costs or risks. Customer transfers the Cost and Risk Enjoys the outcomes / values of the Service Service Provider takes over the transferred Cost & Risk Responsible for the outcomes / adding value / means for theCustomerITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna14CopyrightAll Right ReservedPrepared by Prashant PokarnaWhat is a Service Management?AXELOS copyright 2011. Reproduced under license from AXELOS ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSource of Best Practices for Service Management? Service Management is a set of specialized organizationalcapabilities which take the form of Processes, Functions & RolesSources of Practices for Service Management: Standards such as ISO 9000, ISO/IEC 20000 and ISO/IEC 27001 are a set of criteria that help validate a practice. Industry practices like ITIL, Cobit, CMMI, PRINCE2, PMBOK are set of guidelines that are used throughout the industry and have proven their usefulness. Academic research Training and education Internal experience also called proprietary knowledgeITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaWho are Stakeholders in Service ManagementStakeholders are the ones who are interested in an organization, project or service, etc. and may be interested in the activities, targets, resources or deliverables from service management. Example: Organizations, service providers, customers, consumers, users, partners, employees, shareholders, owners and suppliers. Organization means a company, legal entity or other institution. It is also used to refer any entity that has people, resources and budgets like project or a business. Within the service provider organization there are many different stakeholders including the functions, groups and teams that deliver services.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Stakeholders contd.Also, there are many stakeholders external to the service provider organization. Example: Customers: Those who buy goods or services Users: Those who use the services on a day-to-day basis Suppliers: Third parties responsible for supplying goods or services that are required to deliver IT services. Example: Hardware and software vendors, network and telecom providers and outsourcing organizations.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Challenges Intangible nature of the output, difficult to measure, control and validate Demand is tightly-coupled with customers assets High level of contact for producers and consumers of services The perishable nature of service output and service capacityITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaIT Service Management IT Service Management (ITSM): The implementation andmanagement of quality ITservicesthat meet the needsof thebusiness. ITservicemanagement isperformedbyITserviceprovidersthroughandappropriatemixof people, processandinformation technology IT service provider: A service provider that provides ITservices to internal or external customersITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBenefits of IT Service Management Improved quality service provision Cost-justifiable service quality Services that meet business, customer and user demands Integrated centralized processes Everyone knows their role and knows their responsibilities in service provisionITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaInternal and External Customers There is a difference between customers who work in the sameorganization as the IT service provider and the customers whowork for another organization. Internal customersarepeopleor functionswhoworkinthesame organization as the service provider. Example: Marketing department is an internal customer of theIT organization because it uses IT services. If IT charges forits services, the money paid is an internal transaction in theorganization's accounting system, not real revenue. External customers arepeoplewho are not employed by theorganization or organizations that are separate legal entities thatpurchase services from the service provider in terms of a legallybinding contract or agreement.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaProcess, Functions and RolesProcess A set of activities designed to accomplish a specific objective. Aprocess takes defined inputs and turns theminto definedoutputs. A process may include roles, responsibilities, tools andmanagement controls required to deliver the outputs.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna23CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Process ElementsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaCharacteristics of Processes Measurable Process is performance driven and measurable on the aspectof cost effectiveness, cycle time and productivity Specific results Aprocessdeliversspecificandindividuallyidentifiableandcountable result Customers A process delivers its primary result to acustomer/stakeholder They respond to specific events Whileprocess is continuous, it shouldbetraceable toaspecific triggerITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna FunctionA team or group of people and the tools they use to carry out one or more processes or activitiesFunctionsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaProcess Owner vs. Service Owner Process Owner: A process owner is responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process. Service Owner: A service owner is accountable for the delivery of specific IT Service, Responsible for continual improvement and management of change effecting services under their careITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaProcess owner Assisting with process design Documenting the process Ensuring that the process is being performed as documented Ensuring that the process is meeting its aims Monitoring and improving the process over timeITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Owner To act as prime customer contact for all service related enquiriesand issues To ensure that the on-going service delivery and support meetagreed customer requirements To identify opportunities for service improvements, discuss withthe customer and to initiate changes for improvements ifappropriate Toliaisewiththeappropriateprocessownersthroughout theservice management lifecycle To solicit required data, statistics and reports for analysis and tofacilitate effective service monitoring and performanceITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna29CopyrightAll Right ReservedPrepared by Prashant PokarnaRACI is an acronym for the following four main roles: 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 progressConnecting with Processes and Functions: RACIActivitiesServiceOwnerProcessOwnerSecurityManagerITHeadChiefArchitectProcessManagerCreate a framework for defining IT servicesC C C A/R C IBuild an IT service catalogue C A/R I C I IDefine SLA for critical IT services A R C R C IMonitor and report SL performance I A/R I I I RReview SLAs, OLAs and UCs A R C R I RReview and update IT service catalogueC A/R I C I CCreate service improvement Plan I A/R I C C RITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna30CopyrightAll Right ReservedPrepared by Prashant Pokarna An organization supplying services to one or more internalcustomers or external customers. Service provider is often usedas a short form for IT service provider. There are three types of business models service providers:Key Terminology: Service ProviderType IInternal Service Provider An internal service provider that is embedded within a business unit, e.g. one IT organization within each of the business units. The key factor is that the IT services provide a source of competitive advantage in the market space in which the business exists.Type IIShared Service Provider An internal service provider that provides shared IT service to more than one business unit,e.g. one IT organization to service all businesses in an umbrella organization. IT services typically dont provide a source of competitive advantage, but instead support effective and efficient business processes.Type IIIExternal Service Provider A service provider that provides IT services to external customers, i.e. outsourcing.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaLifecycle Components ITIL 2011 AXELOS copyright 2011. Reproduced under license from AXELOS ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaITIL Lifecycle Interaction ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaITIL Life CycleITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaDescribe and Explain Why ITIL is Successful?ITILembracesapractical approachtoservicemanagement dowhatworks. And what works is adapting a common framework of practices thatunite all areas of ITserviceprovisiontowards asingle aim that ofdelivering value to the business.The following list defines the key characteristics of ITIL that contribute to itsglobal success: Vendor-neutral ITIL service management practices are applicable in any ITorganizationbecausethey are not basedonany particular technologyplatform or industry type. ITIL is owned by the UK government and is nottied to any commercial proprietary practice or solution. Non-prescriptive ITIL offers robust, mature and time-tested practices thathaveapplicabilitytoall typesof serviceorganization. It continuestobeuseful andrelevant inpublic andprivatesectors, internal andexternalserviceproviders, small, mediumandlargeenterprises, andwithinanytechnical environment. Organizations should adopt ITIL and adapt it to meetthe needs of the IT organization and their customers. Best practice ITIL represents the learning experiences and thoughtleadership of the worlds best-in-class service providers.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaDescribe and Explain Why ITIL is Successful? Contd.ITIL is successful because it describes practices that enable organizationstodeliver benefits, returnoninvestment andsustainedsuccess. ITILisadopted by organizations to enable them to: Deliver value for customers through services Integrate the strategy for services with the business strategy and customerneeds Measure, monitor and optimise IT services and service providerperformance Manage the IT investment and budget Manage risk, knowledge Manage capabilities and resources to deliver services effectively andefficiently Enable adoption of a standard approach to service management across theenterprise Improve the interaction and relationship with customers Coordinate the delivery of goods and services across the value network Optimise and reduce costsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna36CopyrightAll Right ReservedPrepared by Prashant PokarnaThe Service StrategyITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Strategy Purpose and Objectives The purpose of the service strategy stage of the service lifecycle is to define theperspective, position, plans and patterns that a service provider needs to be ableto execute to meet an organization's business outcomes.The objectives of service strategy include providing: An understanding of what strategy is Aclearidentificationof thedefinitionof servicesandthecustomerswhousethem The ability to define how value is created and delivered A means to identify opportunities to provide services and how to exploit them A clear service provision model, that articulates how services willbe deliveredand funded, and to whom they will be delivered and for what purpose Themeanstounderstandtheorganizational capabilityrequiredtodeliverthestrategy Documentationandcoordinationof howserviceassets areusedtodeliverservices, and how to optimize their performance Processes that define the strategy of the organization, which services willachieve the strategy, what level of investment will be required, at what levels ofdemand, andthemeanstoensureaworkingrelationshipexistsbetweenthecustomer and service provider.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaKey Strategy Questions and ScopeTheobjectivesof servicestrategyaretoanswerquestionssuch as: What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders?Scope: Defining a strategy whereby a service provider will deliver services to meet a customers business outcome. Defining a strategy for how to manage those services.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Strategy Value to BusinessService strategy provides following value to the business: Enable the service provider to have a clear understanding of what typesandlevels of servicewill makeits customers successful andthenorganizeitself optimally todeliver andsupport thoseservices. Theservice provider will achieve this through a process of definingstrategies and services, ensuring a consistent, repeatable approach todefining how value will be built and delivered that are accessible to allstakeholders. Enable the service provider to respond quickly and effectively tochangesin the businessenvironment, ensuringincreased competitiveadvantage over time. Support the creation and maintenance of a portfolio of quantifiedservices that will enable the business to achieve positive return on itsinvestment in services. Facilitate functional and transparent communication between thecustomer andtheserviceprovider, sothat bothhaveaconsistentunderstanding of what is required and how it will be delivered.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Strategy: Types of ServicesThe types of services are further classified into1. Core Services - A service that delivers the basic outcomes desired by one or more customers.2. Enabling Services - A service that is needed in order to deliver a core service.3. Enhancing Services - A service that is added to a core service to make it more attractive to the customerITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaExamples of core, enabling and enhancing services.Service Strategy: Types of ServicesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Strategy: Customers and Users Customers: Those who buy goods or services. The customer ofan IT service provider is the person or group who defines andagreestheservicelevel targets. Thistermisalsosometimesused informally to mean user.Example: This is a customer focused organization Users: Thosewhousetheservices onaday-to-day basis.Usersaredistinct fromcustomers, assomecustomersdonotuse the IT services directly.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaUTILITYWARRANTYT/FT/FT/FFit for purpose?Fit for use?ORANDPerformance supported?Constraints removed?Available enough?Capacity enough?Continuous enough?Secure enough?T: TrueF: FalseValue-createdANDService Strategy Key Principle = ValueITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Value Creation: Utility and Warranty Utility Functionality of the Product / Service as its been viewed by the Customer What the Customer gets Fit for Purpose Removes Constraints / Increases Performance Warranty Promise that the product will meet the agreed Service Requirements How the Service will be delivered Fitness for use, Availability, Capacity, IT Continuity, Security Reduction in performance variationITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBasics of Value Creation: Service AssetsService Assets Resources andcapabilities availableto anorganization. Resources The IT infrastructure, people, money and otherswhich might help to deliver an IT service; the tangible assetsof an organization. Capabilities Ability to co-ordinate, control, deploy resources;the intangible assets of an organization.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaValue Creation Through Services Value is defined by the customer: The decision about the serviceis valuable or not rests with customer. Affordable mix of features: The customer will select the serviceor product that represents the best mix of features at the pricethey are willing topay Achievement of objectives: Many servicesarenot designedtoproduce revenue, but to meet some other organizationalobjectives such as social responsibility or human resourcemanagement. Valuechangesovertimeandcircumstances: Asthecustomerchanges to meet the challenges of their environment, so too dotheir service needs and values.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaValue Creation Through Services contd.Understanding the value of IT requires three pieces1. What service(s) does IT provide? Service from IT perspectiveshould be linked to the specific business activities and outcomeof customers.2. What didtheservice(s) achieve?Thecustomer will identifywhat they were able to do with the service and just howimportant that was to them and their organization3. How much did the service(s) cost orwhat isthe priceof theservice(s)? When a customer compares the cost or price of aservice with the service that enabled them to achieve, they willbe able to judge how valuable the service actually was.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaValue Creation through services contd.Value needs to be defined in terms of three areas:1. Business outcomes2. Customers preferences3. Customers perceptionValueisdefinednot onlyintermsofthe customers business outcomes buthighly dependent on customersperception and preferences.Perceptions are influenced byattributes of a service, present or priorexperiences with similar attributes andrelative capability of competitors, otherpeers, self image, position in themarketPreferences PerceptionsValueBusiness outcomesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna49CopyrightAll Right ReservedPrepared by Prashant Pokarna1. How Service Management Enables Business OutcomesService Strategy Business Outcomes2.How Service Provider Enables a Business Units OutcomesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna50CopyrightAll Right ReservedPrepared by Prashant PokarnaService PackagesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBusiness Case A decision support and planning toolthat projects the likelyconsequences of a business action Justification for a significant item of expenditure Includesinformationabout costs, benefits, options, issues,risks and possible problems Uses qualitative and quantitative terms Types of business case structures Introduction Business objectives addressed Methods and Assumptions Boundaries of the business case Business Impacts Financial and non financial Risks and Contingencies Recommendations Specific ActionsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaRisk Risk is defined as uncertainty of outcome, whether positiveopportunity or negative threat. There are two distinct phases: Risk Analysis and RiskManagement. Risk analysis is concerned with gathering information aboutexposure to risk so that the organization can make appropriatedecisions and manage risk appropriately. Risk management supports critical decision making process, interms of evaluating and selecting controls. Management of riskcoversawiderangeof topics, includingbusiness continuity management (BCM), security,program/project risk management and operational servicemanagement.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Technology and AutomationAutomation (tools) is extremely usefulto improve utility andwarranty of services: Real time and historical data for analysis Correlation of data from multiple devices Service impact analysis for prioritisation Service performance optimisationITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Technology and Automation contd. Automation of service processes helps improve the quality ofservice, reduce costs and reduce risks by reducingcomplexity and uncertainty, and by efficiently resolving trade-offs. Someof theareaswhereservicemanagement canbenefitfrom automation Design and modelling Service catalogue Pattern recognition and analysis Classification, prioritization and routing Detection and monitoring OptimizationITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Technology and Automation contd.Service management tools functionality includes: Self Help: A web front-end offering a menu-driven range ofself help and service requests with a direct interface into theback-end process-handling software. Workflow or Process Engine: Should allow responsibilities,activities, timescales, escalation paths and alerting to be pre-defined and then automatically managed. Integrated CMS: CIs, relationships, records related toincidents, problems, KE & change. Discovery/Deployment Technology: Populate or verifyCMSdata, assist inlicensemanagement, abilitytodeploynew software at target locationsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Management Technology and Automation contd.Service management tools functionality include (contd.) Remote control: Allow relevant support groups to take controlof the user desktops Diagnostic scripts & utilities Reporting & dashboardsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaKey Processes in Service Strategy Service Portfolio Management (SPM) Demand Management Finance Management Business Relationship ManagementITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaPurpose To understand, anticipate and influence customer demands for services. To work with the capacity management to ensure the service provider hascapacity to meet its demand.Objectives Identificationandanalysis of patterns of business activity (PBA) anduser profiles (UP) that generate demand. Anticipate and prevent or manage situations where demand for aservice exceeds the capacity to deliver it. Gear the utilization of resources that deliver services to meet thefluctuating levels of demand for those services.Scope: The scope of demand management process is to identify andanalyzethe patterns of business activity that initiate demand for services. To identify and analyze howdifferent types of users influence thedemand for services.Demand Management: Purpose, Objectives and ScopeITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna59CopyrightAll Right ReservedPrepared by Prashant PokarnaManaging Demand for ServicesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaKey Concepts PBA and User Profiles Pattern of Business Activity (PBA) Workload profile of one or more business activities Varies over time Represents changing business demands User Profile Pattern of user demand for IT services Each user profile includes one or more PBAsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Portfolio Management: Purpose To ensure the service provider has the right mix of services tobalance the investment in IT with the ability to meet the businessoutcomes. To track the investment in services throughout their lifecycle andworkwith other service management processes to ensure thatthe appropriate returns are being achieved. Toensurethat servicesareclearlydefinedandlinkedtotheachievement of business outcomes, thus ensuring that alldesign, transition and operation activities are aligned to the valueof services.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Portfolio Management: Objectives Provides a process and mechanisms to enable an organizationto investigate and decide on which services to provide. Maintains the definitive portfolio of services provided. Provides amechanismfor theorganizationtoevaluatehowservices are enabled to achieve its strategy. Controls which services are offered, under what conditions andat what level of investment. Analyzewhichservicesarenolonger viableandwhentheyshould be retired.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Portfolio Management: Scope Thescopeof serviceportfoliomanagement is about all theservices that a service provider plans to deliver, that arecurrently delivered and that have been withdrawn from service. Primary concern is whether the service provider is able togenerate value from the services. It evaluates the value of services throughout their lifecycles, andmust be able to compare what newer services have offered overthe retired services they have replaced.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaWhat is Service Portfolio & ComponentsThe service portfolio represents the commitments andinvestments made by a service provider across all customers andmarket spaces.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Portfolio Process ActivitiesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaFinancial Management: Purpose Tosecureappropriatelevel of fundingtodesign, developanddeliver services that meet the strategy of the organization It isagatekeeper that ensurestheserviceprovider doesnotcommit to services which they are not able to provide Identifiesthebalancebetweencost andquality of serviceandmaintains the balance of supply and demand between theservice providers and their customersITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaFinancial Management: Objectives Defining and maintaining a framework toidentify, manageandcommunicatethecost of providing services. Evaluating the financial impact of new orchanged strategies on the serviceprovider. Facilitating good stewardship to servicecustomer asset andtoensurethat theorganization meet its objectives. Executing the financial policies andpractices in the provision of the services. Accounting for money spent on thecreation, delivery and support ofservices.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaFinancial Management: Scope Managed by professional accountants which set financialpolicies, budgeting procedures, financial reporting standards,accountingpracticesandrevenuegenerationor cost recoveryrules. Often a separate function either reporting to the CIO or CFO, butwith some form of functional reporting between the two areas. Consists of three main processes: Budgeting, IT Accounting, ChargingITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaActivitiesActivits Financial Management ProcessBudgetingAccountingChargebackPredictingthe expected futurerequirements for fundstodeliver theagreeduponservices andmonitoringadherence to the defined budgets.Enables the IT organization to account fully for the wayits money is spent.Charging customers for their use of IT Services.Demand ModellingWorking with the process of demand management toanticipate usage of services by the business and theassociated financial implications of future servicedemand.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaFinancial Management: Benefits Enhanced decision making. Increased speed of change. Improved service portfolio management. Financial compliance and control. Improved operational control. Greaterinsight andcommunicationof thevaluecreatedbyITservices. Increased visibility of IT leading to increased perception of ITITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBusiness Relationship Management: Purpose Toestablishandmaintainrelationshipbetweentheserviceprovider and customer based on understanding the customerand their business needs. To identify customer needs and ensure that the serviceprovider is abletomeet theseneeds as business needschange over time and between circumstances.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBusiness Relationship Management: Objectives Ensure that the service provider understands the customerperspective of service, and is therefore able to prioritize its servicesand service assets appropriately. Ensure high levels of customer satisfaction, indicating that theservice provider is meeting customers requirements. Establish and maintain a constructive relationship between theserviceprovider and thecustomer based on understandingthecustomer and their business drivers. Identify changes to the customer environment that could potentiallyimpact the type, level or utilization of services provided. Work with customers to ensure that services and service levels areable to deliver value. Identifytechnologytrendsthat couldpotentiallyimpact thetype,level or utilization of the services provided.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBusiness Relationship Management: Scope Business outcomes that the customer wants to achieve Services that are currently offered to the customer, and the wayin which they are used by the customer Understanding who is responsible for the service, what levels ofservice have been agreed, the quality of service delivered andany changes that are anticipated Understanding technology trends that could impact currentservices and the customer How to optimize services for the future How the service provider is represented to the customerITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaBusiness Relationship ActivitiesThe two key activities are: Being the voice of the service provider to the customer Being the voice of the customer to the service providerITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaRole Business Relationship Manager Responsibleforthe interactionandthecommunicationwithcustomers Could easily combine with the service level manager to createseamless conduit from customer to service providercapabilities used to ensure valueITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService DesignITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Design: Purpose and Objectives Thepurposeof theservicedesignstageof thelifecycleistodesignITservices, together withthegoverningITpractices,processes & policies. Torealizetheservice providersstrategyandtofacilitatetheintroduction of these services into supported environmentsensuring quality service deliver, customer satisfaction and cost-effective service provision.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Design: Purpose and Objectives TodesignITservicessoeffectivelythat minimal improvementduring their lifecycle will be required. Inclusion of continual service improvement in all service designactivities to Ensure that the solutions and designs become even moreeffective over time. To identify changing trends in the business that may offerimprovement opportunities.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaScope and Value to Business Current, new or changed agreed business requirements Management information systems & tools Technology, architecture & management systems Measurement methods and metrics All processes that are essential for successful service design Reduced total cost of ownership (TCO) Improved quality & consistency of service Easier implementation of new or changed services Improved service alignment Increased effective service performance, service management and it processes Improved IT governanceITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Design - Roles1. Process Manager- The responsibilities of a process manager are: Workingwiththeprocessowner toplanandcoordinateallprocess activities. Ensuring that all activities are carried out as requiredthroughout the service lifecycle. Managing resources assigned to the process. Working with service owners and other process managers toensure the smooth running of services. Working with the CSI manager and process owner to reviewand priorities improvements in the CSI register. Making improvements to the process implementation.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaLesson 1.7: Service Design - Roles2.Process Practitioner- The responsibilities of a process practitioner are to: Ensure that all activities are carried out of the process. Work with other stakeholders, as process managers, co-workers, users and customers to ensure that theircontributions are effective. Ensure that inputs, outputs and interfaces of processactivities are correct. Create and update records to show that activities are beingcarried out correctly.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaThe Four Ps of Service Design People: The people, skills and competencies involved in provisioning of IT services. Products / Technology: The technology and management systems used in the delivery of IT services Processes: The processes, roles and activities involved in the provision of IT services Partners / Suppliers: The vendors, manufacturers and suppliers used to assist and support IT service provision.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaMajor Aspects of Service Design New or changed service solutions design Management information systems and tools design Technology and management architectures design Processes design Measurement systems designITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Design Package Defines all aspects of an IT service and its requirements througheach stage of its lifecycle. A service design package is producedfor every new IT service, a major change or for retiring a service.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Design - Processes Service Catalogue Management Service Level Management Supplier Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Design CoordinationITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Catalogue Management PurposeTo provide and maintain a single source of consistent information onall operational services, and those being prepared to runoperationally, and to ensure that it is widely available to those whoare approved to access it. ObjectiveManage the information contained within the service catalogue.Maintain accuracy with current details, status, interfaces anddependencies of all services.Enable access to service catalogue to those approved. ScopeContribution to the definition of services and service packages. Development and maintenance of service and service packages. Production and maintenance of an accurate service catalogue. Interfaces, dependencies and consistency between the service catalogue and the overall service portfolio.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Catalogue Management: Two ViewStructure Business Service Catalog Details of all the IT services delivered to the customer,together with relationships to the business units and thebusinessprocessthat relyontheITservices. Thisisthecustomer view of the service catalogue. Technical Service Catalog Containsthedetailsof all theITservicesdeliveredtothecustomer, together with relationships to the supportingservices, shared services, components and CIs necessary tosupport the provision of the service to the business.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaTwo Way Catalog ViewITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Catalogue Management: Three View StructureSomeorganizationsproject morethantwoviews. Thereisnocorrect or suggestednumber of viewsanorganizationshouldproject. The number of views projected depend upon theaudiences to be addressed and the users. Therefore the threeview structure includes:1. Wholesale customer view Details all the IT services delivered to wholesale customers (customer- facing services) Includes relationships to the customers they support2. Retail customer view Details all the IT services delivered to retail customers (customer facing services) Includes relationships to the customers they supportITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Catalogue Management: Three View Structure3. Supporting services view Details of all the supporting IT services, together with relationships to the customer-facing services they underpin Includes components, CIs and other supporting services necessary to support the provision of the service to the customersITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna91CopyrightAll Right ReservedPrepared by Prashant PokarnaService Catalog Three View StructureITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Catalogue Management: RoleService Catalog Manager Produce and maintain the service catalogue Ensure that all operational services and all services beingprepared for operational running are recorded within the servicecatalogue Ensurethat all theinformationwithintheservicecatalogueisaccurate and up-to-date Ensurethat all theinformationwithintheservicecatalogueisconsistent with the information within the service portfolio Ensure that the information within the service catalogue isadequately protected and backed upITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna93CopyrightAll Right ReservedPrepared by Prashant PokarnaService Level Management PurposeTo ensure that allcurrent and planned IT services are delivered toagreed achievable targets. To correct or improve the level of servicedelivered. ObjectiveTo define, document, agree on, monitor measure, report and reviewthe level of IT services provided.To provide and improve the relationship and communication with thebusiness and customers.Proactivemeasurestoimprovethelevelsof servicedeliveredareimplemented in a cost-justified manner. ScopeTo provide a point of regular contact and communication to the customers and business managers of an organization in relation to service levels. Needs to manage the exception and perception of the business, customers and users and ensure that the quality of serviceITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna94CopyrightAll Right ReservedPrepared by Prashant PokarnaService Level Management: Process ActivitiesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna95CopyrightAll Right ReservedPrepared by Prashant PokarnaService Level Management: TerminologyService Level Requirements(SLR)Detailed recording of the customers needs, forming thebasis for design criteria for a new or modified service.Service CatalogueA written statement of available IT services,default levels, options, prices and identification ofwhich business processes or customers use them.Service Level Agreement (SLA)An agreement between anITserviceprovider and acustomer. The SLA describes the IT service, documentsservice level targets, and specifies the responsibilities ofthe IT service provider and the customer.Operational Level Agreement(OLA)Internal agreement with another function of thesameorganizationwhichsupportstheITserviceprovider in their delivery of services.Underpinning Contract (UC)Contract with an external supplier that supports the IT organization in their delivery of services.SLAM ChartA service level agreement monitoring(SLAM)chart isused to help monitor and report achievements againstservice level targets.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna96CopyrightAll Right ReservedPrepared by Prashant PokarnaService Level Management: Key Terms IllustratedITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna97CopyrightAll Right ReservedPrepared by Prashant PokarnaService Level Management: Designing SLA StructuresITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSupplier Management PurposeTomanagesuppliers andtoobtainvaluefor moneyfromsuppliers, toprovide seamless quality of IT service to the business.Ensure that underpinning contracts and agreements with suppliers arealigned to business needs and they meet their contractual commitments. ObjectiveManage relationships with suppliers.Negotiate and agree contracts with suppliers.Manage supplier performance.Maintain a supplier policy and a supporting supplier and contract database(SCMIS). ScopeManagement of all suppliers and contracts needed to support the provisionof IT services to the businessToensurethat suppliersprovidevaluefor moneyandmeet their servicetarget.To ensure that relationships are developed in a consistent manner and thatsuppliers performance is appropriately reviewed and managed.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna99CopyrightAll Right ReservedPrepared by Prashant PokarnaSupplier Management: Supplier and Contract Management Information systemSupplier &Contract Management Information systemSupplier and Contracts EvaluationEstablish New Suppliers and ContractsSupplier & Contract Management & PerformanceContract Renewal and/or TerminationSupplier Categorization and Maintenance of the SCMISSupplier Strategy& PolicyITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSupplier Management: Supplier CategorizationSupplier categorization is classified into: Strategic E.g. a network service provider supplying worldwide network service and their support. Tactical E.g. a hardware maintenance organization providing resolution of server hardware failures. Operational E.g. an internet hosting service provider, supplying hosting space for a low-usage, low-impact website or internally used IT service. Commodity E.g. paper or printer cartridge suppliers.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSupplier Management: Role Ensure that the aims of supplier management are met Provide assistance in the development and reviewof SLAs,contracts Ensure that value for money is obtained from all IT suppliers andcontracts Ensure that all ITsupplier processes are consistent standardT&Cs Maintain and review a supplier and contracts database (SCD) Review and conduct risk analysis of all suppliers and contracts ona regular basis Ensure that any underpinning contracts, agreements or SLAs arealigned to customer needs Ensure that all supporting services are scoped and documented Ensurethat all roles andrelationships betweenleadandanysuppliers are identifiedITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna102CopyrightAll Right ReservedPrepared by Prashant PokarnaCapacity Management PurposeTo ensure that cost-justifiable IT capacity in all areas of IT always existsand is matched to the current and future agreed needs of the business,in a timely manner. ObjectiveProduce and maintain an appropriate and up-to-date capacity plan.Provide advice and guidance to the business and IT onall capacity and performance-related issues.Ensure that serviceperformance achievementsmeet orexceed all oftheir agreed performance targets. ScopeConsiders all resources required to deliver the IT service, and plans forshort-, medium- and long-term business requirements.Scheduling of human resources, staffing levels, skill levels andcapability levels are included within the scope of capacity management.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna103CopyrightAll Right ReservedPrepared by Prashant PokarnaReview Current Capacity and PerformancePlan New CapacityCapacity Performance Reports& DataForecastsCapacity PlansCapacity Management Information System(CMIS)Assess, Agree & Document New Requirements & CapacityImprove Current Serviceand Component CapacityCapacity Management: Process ActivitiesITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaCapacity Management: Sub Processes Translates business needs and plans intorequirements for service and IT infrastructure,ensuring that the future business requirements forIT services are quantified, designed, planned andimplemented in a timely fashion.Service CapacityManagement Management, control andpredictionof theend-to-end performance and capacity of the live,operational IT services usage and workloads. Ensure that the performance of all services, asdetailed in service targets within SLAs and SLRs, ismonitored and measured, and that the collecteddata is recorded, analyzed and reported.Component Capacity Management Management, control and prediction of theperformance, utilization and capacity of individualIT technology components.BusinessCapacityManagementITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaCapacity Management: Capacity Plan Contains information on the current usage of service andcomponents, andplansfor thedevelopment of ITcapacitytomeet the needs in the growth of both existing service and anyagreed new services Used by all areas of the business and IT management Plan the capacity of the IT infrastructure Also provides planning input to many other areas of IT and thebusiness Used as a basis for decision-makingITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna106CopyrightAll Right ReservedPrepared by Prashant PokarnaAvailability Management PurposeToensurethat thelevel of serviceavailabilitydeliveredinall servicesismatched to or exceeds the current and future businessrequirements, in acost-effective and timely manner.To ensure both the current and future availability need of the business aremet. ObjectiveProvide a point of focus and management for all availability- related issues.Produce and maintain an appropriate and up-to-dateavailability plan.Ensurethat proactive measures to improvetheavailabilityof servicesareimplemented wherever it is cost-justifiable to do so. ScopeCurrent business processes, their operation and requirements.Future business plans and requirements.Service targets and the current IT service operation and delivery.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaAvailability The per cent time of agreed service hoursthe component or service is available.Reliability A measureof howlongacomponent or ITservice can performits agreed operationwithout interruption.Maintainability A measureof howquicklyandeffectivelyacomponent orIT servicecan be restoredtonormal working after a failure.ServiceabilityThe ability of a third-party supplier to meet the terms of its contract. This contract will include agreed levels of reliability, maintainability or availability for an IT service or component.Availability Management: Key Terms ExplainedITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaVital Business Functions (VBFs)The business critical elements of the businessprocess supported by an IT Service.Typically this will be wheremore effort andinvestments will be spent to protect these vitalbusiness functions.Service AvailabilityAll aspects of service availability and unavailabilityandtheimpact of component availability, or thepotential impact of component unavailability onservice availability.ComponentAvailabilityAll aspects of component availability andunavailability.Availability Management: Key Terms Explained ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna109CopyrightAll Right ReservedPrepared by Prashant PokarnaIT Service Continuity Management PurposeTo support the overall business continuity management (BCM) processby ensuring that the required IT technical and service facilities (includingcomputer systems, networks, applications, data repositories,telecommunications, environment, technicalsupport and service desk)can be resumed within required, and agreed business timescales. ObjectiveMaintain a set of IT service continuity plans and IT recovery plans thatsupport the overall business continuity plans (BCPs) of the organization.To conduct regular risk assessment and management exercises.To complete regular business impact analysis (BIA). ScopeFocus on business disaster events.Set critical requirements for survival.Maintaining agreements on scope and policies.ITSCM supports IT service requirements.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaIT Service Continuity Management: Key Terms ExplainedBusiness Continuity Management(BCM) Strategies and actions to take place to continuebusiness processes in the case of a disaster. It is essential that the ITSCM strategy isintegrated into and a subset of the BCM strategy.Business Impact Analysis (BIA) Quantifiestheimpact lossof ITservicewouldhave on the business. Identifies the most important services to theorganization and is therefore critical input tostrategy.Vital Business Functions (VBFs) The business critical elements of the businessprocess supported by an IT service. Typicallythiswill bewheremoreeffort andinvestments will be spent to protect these vitalbusiness functions.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaIT Service Continuity Management: Key TermsExplained contd.Risk Possibilityof anevent occurringthat couldcauseharmorloss, or affect the ability to achieve objectives. A risk is measured by the probability of a threat, thevulnerabilityof theasset tothat threat, andtheimpact itwould have if it occurred.RiskAssessment Identification & evaluation of assets, threats andvulnerabilities that exist to business processes, IT services,IT infrastructure and other assets. Used in assessing and reducing the chance of normaloperational incidents and is a technique used by availabilitymanagement to ensure the required availability and reliabilitylevels can be maintained.RiskManagement Identifying appropriate risk responses or cost-justifiablecountermeasures to combating identified risks.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna112CopyrightAll Right ReservedPrepared by Prashant PokarnaIT Security Management PurposeTo align IT security with business security and ensure that informationsecurity is effectively managed in all service and IT servicemanagement activities. ObjectiveTo protect the interests of those relying on information, and the systemsandcommunicationsthat deliver theinformation, fromharmresultingfrom failures of availability, confidentiality and integrity. ScopeInput from business security policy and plansCurrent business operation and its security requirementsFuture business plans and requirementsLegislative and regulatory requirementsObligations with regard to security contained within SLAsThe business and IT risks and their managementITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaInformation Security Management: Key TerminologyConfidentiality Protecting information against unauthorized access and use. Examples: Passwords, swipe cards, firewallsIntegrity Accuracy, completeness and timeliness of services, data information, systems and physical locations. Examples: Rollback mechanisms, test procedures,audits.Availability The information should be accessible at any agreed time. This depends on the continuity provided by the information processing systems. Examples: UPS, resilient systems, service desk hoursITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna114CopyrightAll Right ReservedPrepared by Prashant PokarnaInformation Security Management: Security FrameworkInformation SecurityFrameworkInformation Security StrategyInformation Security organizationInformation Security ManagementSystemInformation SecurityPolicyInformation Security ControlsInformation Security ProcessesManagement of SecurityRisks> Communications Strategy> Training & Awareness StrategyITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna115CopyrightAll Right ReservedPrepared by Prashant Pokarna Asset disposal policyInformation Security Management: Security Policy An overall information security policy Use and misuse of IT assets policy Access control policy Password control policy E-mail policy Internet policy Anti-virus policy Information classification policy Document classification policy Remote access policy Policy for supplier access of IT service, informationand componentsAudience for Security Policy These policies should be widely available to all customers and users, and their compliance should be referred to in all SLRs, SLAs, contracts and agreements.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna116CopyrightAll Right ReservedPrepared by Prashant PokarnaISM: Information Security Management SystemInterested Parties (Customers, Suppliers, etc.)Interested Parties (Customers, Suppliers, etc.) Internal Audit External Audit Self-Assessments Security Incidents Learn Improve Plan ImplementPlan ImplementEvaluate MaintainInformationSecurityRequirements& ExpectationsManagedInformationSecurityControl Organise Establish Framework Allocate Responsibilities Service Level Agreements (SLAs) Underpinning Contracts (UCs) Operational Level Agreements (OLAs) Policy Statements Awareness,Classification Personnel Security Physical Security Systems Security Security Incident ProceduresITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna117CopyrightAll Right ReservedPrepared by Prashant PokarnaDesign Coordination Process PurposeTo ensure that the objectives of the service design stages are met byproviding and maintaining a single point of coordination and control forall activities and processes within this stage of the service lifecycle ObjectiveEnsuringconsistent designof servicestomeet current andevolvingbusiness needsCoordination of all design activities across projects, changes, suppliersand support teamsMaintaining governance ScopeAll design activitiesAll newor changed service solutions that are being designed fortransition into the live environment or retirementITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaDesign Coordination GovernanceSome aspects of the governance that design coordination can bring includes Assisting and supporting each project through all the activities and processes Maintaining policies and guidelines for service design activities Planning and forecasting of the resources for future demand Ensuring that all the requirements are appropriately addressed in service designsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService TransitionITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna120CopyrightAll Right ReservedPrepared by Prashant PokarnaService Transition Process PurposeThe purpose of service transition is to ensure that new, modified or retiredservicesmeet theexpectationsof thebusinessasdocumentedintheservice strategy and service design stages of the lifecycle. ObjectivePlan and manage service changes efficiently and effectively.Manage risks relating to new, changed or retired services.Successfully deploy service releases into supported environments.Set correct expectations on the performance and use of new or changedservices.Provide good quality knowledge and information about services andservice assets. ScopeThedevelopment andimprovement of capabilitiesfor transitioningnewand changed services into supported environments, including releaseplanning, building, testing, evaluation and deployment.It alsoconsiders serviceretirement andtransfer of services betweenservice providers.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaValue to Business The capacity of the business to respond quickly and adequatelyto changes in the market improves. Changesin the businessasa result of takeovers, contracting,etc. are well managed. More successful changes and releases for the business. Better compliance of business and governing rules. Less deviation between planned budgets and the actual costs. Better insight into the possible risks during and after the input ofa service into production. Higher productivity of customer staff.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaConfiguration Item (CI) Anythingthat needstobemanagedinorder todeliver anITService. CI information is recorded in the configuration managementsystem. CI information is maintained throughout its lifecycle byconfiguration management. All CIs are subject to change management control.CIs typically include :IT services, hardware, software, buildings, people, and formaldocumentation such as process documentation and SLAsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaConfiguration Management System (CMS) Information about all configuration items CI may be entire service, or any component Stored in 1 ormore databases (CMDBs) CMS stores attributes Any information about the CI that might be needed CMS stores relationships Between CIs With incident, problem, change records, etc. CMS has multiple layers Datasourcesandtools, informationintegration, knowledgeprocessing (scorecards, dashboards, etc.), presentationITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaService Transition Processes Transition, planning and support; Change management; Service asset and configuration management; Release and deployment management; and Knowledge management.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna125CopyrightAll Right ReservedPrepared by Prashant PokarnaTransition Planning & Support PurposeThe purpose of the transition, planning and support process is to provideoverall planning for service transitions and to coordinate the resources thatthey require. ObjectiveTo plan and coordinate the resources to ensure that the requirements ofservicestrategy encodedin servicedesignareeffectively realizedinservice operation.Coordinate activities across projects, suppliers and service teams whererequired.Provide clear and comprehensive plans that enable customer andbusiness change projects to align their activities with the service transitionplans.Establish new or modified information systems and tools, technology andmanagement architectures, service management processes andmeasurement methods and metrics tomeet requirements establishedduring the service design lifecycle stage.Monitor andimprovetheperformanceof theservicetransitionlifecyclestage.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaTransition, Planning and Support - ScopeThe scope of transition, planning and support scope includes: Maintaining policies, standards and models for service transition activities and processes. Coordinating the efforts needed to enable multiple transitions tobe managed at the same time. Prioritizing conflicting requirements for service transitionresources. Reviewing and improving the performance of transition planningand support activities.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna127CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management Process PurposeThe purpose of the change management process is to control the lifecycleof all changes, enablingbeneficial changestobemadewithminimumdisruption to IT services. ObjectiveRespondtobusinessandITrequeststoalignserviceswithbusinessneeds ensuring changes are introduced in a controlled mannerOptimize business riskImplement changes successfullyImplement changes in times that meet business needsUse standard processes & Record all changes ScopeAny changes to all architecture, processes, tools, metrics anddocumentation.Addition, modification or removalof any service or configuration item orassociated documentation.Changes to any of the five aspects of service design.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Change TypesChange Types Normal changesTypes are specific to the organizationType determines what assessment is required Standard changesPre-authorised with an established procedureTasks are well known, documented and low risk (usually)E.g. replacement of faulty printer, upgrade PC, etc. Emergency changesBusiness criticality means there is insufficient time for normalhandlingShould use normal process but speeded upImpact can be high, more prone to failure, should be kept tominimumITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management : Change Model A change Model is a way of predefining the steps thatshould be taken to handle a particular type of change in anagreed way. We can use tools which will ensure that such changes arehandled in a predefined path and to predefined timescales. Change Model will include the following: Steps that shouldbe taken to handle the change, includingissues and unexpected events The chronological order in which these steps should betaken, with any dependences or co-processing defined Responsibilities who should do what (including identificationof those change authorities who will authorize the change andwho will decide whether formal change evaluation is needed) Timescales and thresholds for completion of the actions Escalation procedures who should be contacted and whenITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Remediation PlanningRemediation: Recovery to a known state after a failed changeor release Remediation may include back out, invocation of servicecontinuity plans, or other actions designed to enable thebusiness process to continue. Remediation plan should consist of documentation of proceduresthat needs to be followed during change evaluation or testing.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Concepts Service change It is done by the addition, modification or removal of an authorized, planned or supported service component and its associated documentation. Request for change (RFC) It is a formal request for a Service Change and it can be raised or issued by anyone involved in the service. Change proposal It is raised for major changes with significant organizational or financial effects.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Change Proposals A change proposal is used to communicate a high-leveldescription of the change. The change proposal is normally created by the service portfoliomanagement process and is passed to change management forauthorization. In someorganizationschangeproposalsmay be created by aprogramme management office or by individual project. A change proposal should include a high-level description of thenew, changed or retired service, a business case including risks,issuesandalternatives, financial requirementsandanoutlineschedule for design and implementation of the change.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaCreate request for change (RFC)Change review and closureAssess and evaluate changeReviewRFCCo-ordinate Change implementationChangeauthorizationRecordRFCChange Management: Change FlowITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Roles in Change ManagementChange Manager Ensures that process is followed Usually authorises minor changes Coordinates and runs CAB meetings Produces change schedule Coordinates change/built/test/implementation Reviews/closes changes Change advisory board (CAB) Supports the change manager Consulted on significant changes Business, users, application/technical support, operations, service desk, capacity, service continuity, third parties People who have clear understanding of business needs Technical specialists/consultantsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Change Advisory Board (CAB) Emergency CAB (ECAB) Subset of the standard CAB Membership depends on the specific changeITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: 7 Rs of Change Management Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementationof the change? What is the RELATIONSHIP between this change and otherchanges?ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaChange Management: Key Challenges Business pressure to just do it Inaccurate and incomplete configuration management system Soiled technical function areas Misunderstanding of Emergency changes Scalability across large organizations Vendor/contract compliance Ad hoc nature of peopleITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna138CopyrightAll Right ReservedPrepared by Prashant PokarnaService Asset & Configuration Management PurposeToensurethat theassets requiredtodeliver servicesareproperlycontrolled, and that accurate and reliable information about thoseassets is available when and where it is needed. ObjectiveTodefineandcontrol thecomponentsof servicesandinfrastructureand maintain accurate configuration records. This enables anorganization to comply with corporate governance requirements,protect & control its asset base, optimize its costs, manage change andrelease effectively, and resolve incidents and problems faster. ScopeTo make sure that allassets that are used during the service lifecycleare within the scope of asset management. Management of thecompletelifecycleof everyconfigurationitem. Theprocessoffersacomplete overview of all assets, and shows who is responsible for thecontrol and maintenance of these assets.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSACM: Basic ConceptsWhat is a configuration item (CI)? Anything that needs to be managed in order to deliver an IT Service CI information is recorded in the configuration management system CI information is maintained throughout its lifecycle by configuration management All CIs are subject to change management controlCI Types: CIs typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and SLAsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSACM: Basic Concepts contd. Configuration baseline Configuration details captured at a specific point in time. This captures both the structure and details of a configuration item. It is used as a reference point for future builds, releases and changes. (E.g. after major changes, disaster recovery, etc.). It is typically managed through the change management process.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSACM: Basic Concepts Contd.What is a configuration management system (CMS)? Information about all configuration items CI may be an entire service, or any component Stored in 1 or more databases (CMDBs) CMS stores attributes Any information about the CI that might be needed CMS stores relationships Between Cis With incident, problem, change records, etc. CMS has multiple layers Data sources and tools, information integration, knowledge processing (scorecards, dashboards, etc.), presentationITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSACM: Basic Concepts Contd.What is a definitive media library (DML)? The only source for build and distribution Master copies of all software assets In house, external software houses Scripts as well as code Management tools as well as applications Including licenses Quality checked Complete, correct, virus scannedITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna143CopyrightAll Right ReservedPrepared by Prashant PokarnaBasic ConceptsDML and CMDBSACM: Basic Concepts CMDB and DMLITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaSACM: Relationship between CMDB, CMS and SKMSCMDBCMSSKMS Informed DecisionITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Pokarna145CopyrightAll Right ReservedPrepared by Prashant PokarnaRelease & Deployment Management PurposeThe purpose of the release and deployment management processis to plan, scheduleandcontrol thebuild, test anddeployment ofreleases.To deliver new functionality required by the business whileprotectingthe integrity of existing services. ObjectiveDefineandagreereleaseanddeployment management plans withcustomers and stakeholders.Create and test release packages that consist of related configurationitems that are compatible with each other.Ensurethat all releasepackages canbetracked, installed, tested,verified and/or uninstalled or backed out if appropriate.Recordandmanagedeviations, risksandissuesrelatedtotheneworchanged service and take necessary corrective action.Ensure that there is knowledge transfer to enable the customers and usersto optimise their use of the service to support their business activities.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaRelease and Deployment Management Scope The scope of release and deployment management includesprocesses, systems and functions to package, build, test anddeployareleaseintoproductionandestablishtheservicespecified in the service design package before final handoverto service operations. It also includes all configuration items required to implement arelease.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaRDM: Basic Concepts: Release PolicyRelease Policy: The overarching strategy for releases and was derivedfromtheservicedesignphaseof theservicelifecycleandtypicallyincludes:Releasedescriptionwiththeuniqueidentification, numberingandnamingconventionsThe roles and responsibilities at each stage in processThe expected frequency for each type of releaseThe approach for accepting and grouping changes into a release.The mechanismto automatethebuild, installation and releasedistributionprocesses toimprove re-use, repeatability and efficiencyHowtheconfigurationbaselinefor thereleaseis capturedandverifiedagainst the actual release contents, e.g. hardware, software, documentationand knowledgeExit and entry criteria and authority for acceptance of the release into eachservice transition stage and into the controlled test, training, disasterrecovery and production environmentsCriteria and authorization to exit early life support and handover to serviceoperationsITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaRDM: Basic Concepts: Release UnitRelease unit Cls that are normally released together Typically includes sufficient components to perform a useful function. For example - Fully configured desktop PC, payroll applicationsRelease package Single release or many related releases Can include hardware, software, utility, warranty, documentation, training..ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant PokarnaRDM: Basic Concepts: Release TypesRelease TypesMajor Release: Containing large proportions of new functionalities. Also known as a major upgrade, generally supersedes all preceding minor upgrades.Minor Release: Contains small enhancements and fixes. A minor upgrade or release generally supersedes previous emergency fixes.Emergency Release: Normally linked to an emergency change.ITIL is a Registered Trade Mark of AXELOS Limited The Swirl logo is a Trade Mark of the AXELOS Limited CopyrightAll Right ReservedPrepared by Prashant Poka