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ITIL Foundation Overview and Custom Notes (English)

Work in progress, edits welcome!

Wes Fitzpatrick

on 8 February 2017

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Transcript of ITIL Foundation Overview and Custom Notes (English)

Service Strategy
Demand Management
Strategy Management
Service Portfolio Management
IT Financial Management
Business Relationship Management

Service Design
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management
Design Coordination
Risk Management
Compliance Management
Architecture Management

Service Transition
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Transition Planning and Support
Change Evaluation
Service Validation and Testing
Knowledge Management
Application Development
ITIL Foundation
Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
IT Operations Control
Facilities Management
Application Management
Technical Management

Continual Service

Service Review
Process Evaluation
Definition of CSI Initiatives
Monitoring of CSI Initiatives

Demand Management
The objective of Demand Management aims to understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.
Value: Ensures capacity to meet demand, influences demand.
Keywords: demand, influence
Patterns of Business Activity
Patterns of Business Activity (PBA) are workload profiles describing the demand for particular services. PBAs are an important tool used by Demand Management for anticipating and influencing service demand.
Strategy Management
Service Portfolio Management
The objective of Service Portfolio Management is to manage the service portfolio. Ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Value: Ensures right mix of services
Keywords: portfolio, investment

Service Pipeline
Service Catalogue
Retired Services
The objective of Strategy Management is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, Strategy Management is also responsible for ensuring the implementation of the strategy.
Value: Ensures implementation, develops strategy.
Keywords: competitors, market, strategy implementation
IT Financial Management
The objective of ITIL Financial Management for IT Services is to manage the service provider's budgeting, accounting and charging requirements.

Value: Ensuring enough budget allocation for new/changed services.
Keywords: budgets, accounting, charging
Business Relationship Management
Business Relationship Management aims to maintain a positive relationship with customers. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.

Value: Identifies customer needs and ensures services developed.
Keywords: customers, relationship
Service Catalogue Management
The objective of Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services' interdependencies.

Value: Maintains accurate record on vital info.
Keywords: catalogue, details, status, interdependencies, accuracy
Service Level Management
The objective of SLM is to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.

Value: Ensures contractual agreements are agreed and appropriate.
Keywords: SLA, OLA, UC, negotiation, levels.
Capacity Management
The objective of Capacity Management is to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.

Value: Cost effectiveness and timelyness
Keywords: cost, resources, plans, service level targets.
Availability Management
The objective of Availability Management is to define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed availability targets.

Value: Ensures all infra will be available for agreed targets.
Keywords: targets, infrastructure, availability, service, maintain, 3rd party support
IT Service Continuity Management
The objective of IT Service Continuity Management is to manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.

Value: Ensures continuity in event of failure, reduces risk
Keywords: risk, failover, recovery, impact
Information Security Management
The objective of Information Security Management is to ensure the confidentiality, integrity and availability of an organization's information, data and IT services. Information Security Management usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider.

Value: Ensures protection of data
Keyword: confidentiality, integrity, data, information.
Supplier Management
The objective of Supplier Management is to ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

Value: Ensures contractual obligations are met
Keyword: suppliers, contracts, support
Design Coordination
The objective of Design Coordination is to coordinate all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics

Value: Ensures consistent effective design
Keywords: consistency, design activities, design archtecture
Risk Management
The objective of Risk Management is to identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats

Value: Assesses vulnerabilities and identifies risk
Keywords: Risk, vulnerability, value, analysis
Compliance Management
The objective of Compliance Management is to ensure IT services, processes and systems comply with enterprise policies and legal requirements.

Value: Ensures legal and enterprise policy followed.
Keywords: policies, legal
Architecture Management
The objective of Architecture Management is to define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.

Value: Develops the architecture for a service change
Keywords: infrastructure, architecture, new technologies
Service Asset and Configuration Management
Process Objective: To maintain information about Configuration Items required to deliver an IT service, including their relationships.

Value: Maintains configuration, attributes and relationship records
Keywords: CIs, relationships, assets
Release and Deployment Management
Process Objective: To plan, schedule and control the movement of releases to test and live environments. The primary goal of Release Management is to ensure that the integrity of the live environment is protected and that the correct components are released.

Value: Ensures testing and live environment is protected.
Keywords: environments, testing, scheduling, release, deployment
Transition Planning and Support
Process Objective: To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates (Project Management).

Value: Ensures releases deployed within predicted estimates.
Keywords: cost, time, quality, major release, estimates
Change Evaluation
Process Objective: To assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their lifecycle.

Value: Asses major changes before proceeding.
Keywords: major change, substantial.
Service Validation and Testing
Process Objective: To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.

Value: Ensures deployments meet expectations and Ops can support.
Keywords: early life support, expectations, verify
Knowledge Management
Process Objective: To gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Value: Improve efficiency by reducing need to rediscover knowledge.
Keywords: efficiency, data, information, knowledge, wisdom
Application Development
Process Objective: To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.

Value: Provides development and maintenance of custom applications.
Keywords: functionality, applications, development, vendors, custom
Change Management
Process Objective: To control the lifecycle of all Changes. The primary objective of Change Management is to enable beneficial changes to be made, with minimum disruption to IT services.

Value: Enables beneficial change with minimum disruption
Keywords: change, change lifecycle
Incident Management
Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.

Value: Restores service as quickly as possible.
Keywords: incident, restore, handles, single point of contact.
Request Fulfillment
Process Objective: To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.

Value: Fulfils standard service requests
Keywords; service desk, standard change, requests, RFCs, minor.
Problem Management
Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.

Value: minimise impact of incidents, proactively solve problems before they occur
Keywords: problem, prevent, proactive, records, impact, analysis, trends
Access Management
Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in Information Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.

Value: Manages access and restricts unauthorised access.
Keywords: authorisation, identity, user, access, rights, policies.
IT Operations Control
Process Objective: To monitor and control the IT services and their underlying infrastructure. The process IT Operations Control executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance

Value: Monitors and controls all aspects of it environment.
Kewords: day-to-day, routine tasks, infra components, backup, restore, print, output, routine, control.
Facilities Management
Process Objective: To manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.

Value: Manages all aspects of the physical environment.
Keywords: environment, physical, facilities, buildings, power, aircon.
Application Management
Application Management is responsible for managing applications throughout their lifecycle.

Value: Manages the lifecycle of applications in environment.
Keywords: application lifecycle.
Technical Management
Technical Management provides technical expertise and support for the management of the IT infrastructure.

Value: Provides expertise and 3rd level support.
Keywords: technical, expertise.
Event Management
Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.

Value: Handles significant events
Keywords: monitoring, events, significance, categorise
Service Review
Process Objective: To review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.

Value: Identifies improvements in quality and reductions in cost
Keywords: economical, quality, review
Process Evaluation
Process Objective: To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.

Value: Ensures constant evaluation of processes for improvement.
Keywords: evaluate, metrics, benchmarks, maturity, audits
Definition of CSI Initiatives
Process Objective: To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.

Value: Defines initatives aimed at improvements.
Keywords: initiatives, define
Monitoring of CSI Initiatives
Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.

Value: Implement corrective measures where off target.
Keywords: planned initiatives, corrective measures.
Process Objective: To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.
Value: Bring strategy to the organisation
Keywords: strategy, customer needs, goals
Service Design Objective: To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones.

Value: Designs of new and improved services
Keywords: design, improvements, changes, scope
Process Objective: To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.
Value: Ensures coordination between change processes:
Keywords: change, deploy, build
Process Objective: To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Value: Carries out operation of customers services.
Keywords: effective, efficient, day-to-day, fulfilling, problems, operational
Process Objective: To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.
Value: learns form past success and failure, ensures continual improvement throughout lifecycle.
Keywords: improvement, quality, effectiveness, efficiency, continual

fit for purpose - "what the service does"
fit for use - "meets business requirements and needs"
Does this clock tell the time?
Does this clock tell us what time it is?
Service Provider Types
Type 1:
Type 2: Shared
Type 3:
4 P's of Service Strategy
(Vision, goals...)
(Where we are now?)
(Where do we want to be?)
(Consistent Strategy)
(Intangible Assets)
Service Package
Core Services
Supporting Services
Service Level
Patterns of Business Activity
Service Assets
Customer Assets
Service Delivery
Service Design Package
Documents defining all aspects of IT Service building upon the Service Level Requirements through each stage of Lifecycle. A SDP is produced for each:
new IT Service
major Change
IT Service Retirement
4 Balances of
Service Operation
Internal vs
4 Balances of Service Operation
Stability vs Responsiveness
4 Balances of Service Operation
Quality vs Cost
4 Balances of Service Operation
Reactive vs Proactive
CSI Model / Approach
Business Cases, inventory, data
Goals, maximise value, align, prioritize, balance supply/demand
Authorize services and resources, finalize proposed portfolio
Commucate decisions, allocate resources, promote
Service Portfolio Management
Service Portfolio
Service Transition
Service Design
CIs, OLAs, UCs
Service Level Management
Customer Based
Agreement covering all the IT they use.
Service Based
Agreement with all customers of a specific service.
Elements common to all customers covered by a corporate level SLA.
Availability - CI performs when needed
Reliability - How long without an interruption?
Maintainability - How quickly it can be restored?
Serviceability - 3rd party support commitment
Data - Information - Knowledge - Wisdom
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