Nothing Special   »   [go: up one dir, main page]
Scribd
Upload
239 views22 pages

Itilv3 Foundation Study Guide

Itilv3 foundation study guide

Uploaded by

Masoom 'Meente' Tulsiani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
239 views22 pages

Itilv3 Foundation Study Guide

Itilv3 foundation study guide

Uploaded by

Masoom 'Meente' Tulsiani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 22

Copyright 2009, taruu LLC :: All Rights Reserved

ITIL v3 Foundation Study Guide

Good practices are best practices which have gained

wide acceptance and adoption.


In short, Good Practices have withstood the test of
time.
Good Practices may come from a number of sources
including:

Standards
Public frameworks
Academic research
Proprietary knowledge
The Service Lifecycle
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Services
Services are a means of delivering value to customers

without requiring the customer to own specific costs


and risks.
Service Management
Service Management is a set of specialized capabilities

for delivering value to customers in the form of services.


ITIL is a framework for IT Service Management.

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

The core of ITIL is structured

around a Service Lifecycle


which consists of the five
phases
The Service Lifecycle
organizes activity around
services as the services move
from concept through the live
environment and into
retirement.
The ITIL core
documentation consists of
five volumes representing
each of the phases of the
Service Lifecycle.

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Processes are structured sets of activities designed to

achieve a specific objective.


Processes have four basic characteristics:

They transform inputs into outputs


They deliver results to a specific customer or
stakeholder
They are measurable
They are triggered by specific events

ITIL addresses a number of specific processes

associated with each lifecycle phase.


Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

Processes generic structure

shown in the three-layered


model below.
Process Control, such as

process policies, ownership,


documentation, review
programs, etc.
The Process itself including
process steps, procedures,
work instructions, roles,
triggers, metrics, inputs, and
outputs.
Process Enablers such as
resources and capabilities
required to support the
process.
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

Service Strategy

Service Design

Service Transition

Service Strategy
Service Portfolio
Management
Demand
Management
Financial
Management

Service Catalog
Management
Service Level
Management
Availability
Management
Capacity
Management
Service Continuity
Management
IT Security
Management
Supplier
Management

Change Management
Service Asset and
Configuration
Management
Release and
Deployment
Management
Transition Planning
and Support *
Service Validation
and Testing *
Evaluation *
Knowledge
Management *

Service
Operation

Continual Service
Improvement

Incident
Management
Problem
Management
Event Management
Service Request
Fulfillment
Access Management

The Seven Step


Improvement
Process

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Functions are self-contained subsets of an organization intended

to accomplish specific tasks.


They usually take the form of a team or group of people and the
tools they use.
Whereas:

processes help organizations accomplish specific objectives--often

across multiple functional groups


functions add structure and stability to organizations.

Functions generally map fairly directly to the organizational

chart of an organization and are usually supported by budgets


and reporting structures.
Processes, by contract, typically do not have budgets and
reporting structures.
Both functions and processes involve roles.
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

Roles are defined collections of specific responsibilities and

privileges.
Roles may be held by individuals or teams.
Individuals and teams may hold more than one role.
ITIL emphasizes a number of standard roles include, most
importantly:
Service Owner -- Accountable for the overall design, performance,

integration, improvement, and management of a single service.


Process Owner -- Accountable for the overall design, performance,
integration, improvement, and management of a single process.
Service Manager -- Accountable for the development, performance,
and improvement of all services in the environment.
Product Manager Accountable for development, performance,
and improvement of a group of related services.
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

ITIL discusses a number of recommendations for how

IT Service Management organizations can best be


structured.
Most of this discussion focuses on four major
functions (Service Desk, Technical Management,
Application Management, and IT Operations
Management).

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Service Desk:

Provides a single point of contact between users and the IT organization.


Processes inbound incidents, service requests, change requests, etc.
Also acts as a hub for all communications internal to the IT Service Provider.
It usually (but not always) owns and executes the Incident Management
process.

Four basic Service Desk configurations are discussed within ITIL:


Local Users and support staff are located on the same premises or campus.
Centralized -- Multiple user locations are serviced by a single support location.
Virtual -- Multiple user location are serviced by multiple support locations

which by virtue of call routing and other technology are able to appear and
respond to user requests as a single entity.
Follow-the-Sun -- Identical to a virtual Service Desk, but organized in such a
way as to utilize support staff shifts working during normal daylight hours for
all user requests coming from any time zone.

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

The Technical Management function is charged with

procurement, development, and management of the


technical skill sets and resources required to support
the infrastructure and the IT Service Management
effort.
Technical Management is typically divided into
specialty areas representing different specialized
teams or functions within an IT organization, e.g.
Networking, Security, Database, Storage, Servers, etc.
The primary objective of Technical Management is to
ensure that the Service Provider has the right skill sets
available to deliver the services it offers.
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

Application Management is concerned with the end-

to-end management of applications in the


environment.
Like Technical Management, a big part of what it does
involves cultivation of the specialized skill sets
required to support the organizations applications.
Application Management does not replace, but rather
executes and is supported by core processes such as
Incident Management, Problem Management, Change
Management, Availability Management, etc.
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

IT Operations Management is concerned with the day-to-day maintenance of

the IT infrastructure and the facilities which house it. It is divided into two
sub-functions: Operations Control and Facilities Management.
Operations Control

The Operations Control sub-function is concerned with regular maintenance

cycles associated with infrastructure management.


These include such activities as:

Console Management
Backup and restore operations
Media management
Batch job execution

Facilities Management
Facilities Management is concerned with maintenance of the facilities which

house IT operations, e.g. data centers, call centers, development facilities, etc.
Its areas of responsibility include things like:

HVAC
Fire suppression
Facilities access
Power
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide

In addition to discussing the four primary functions described above,

ITIL also utilizes the RACI model as a generic tool for reviewing and
assigning four key roles to any important task or activity.
Whereas role assignments are often well-defined within functions, the
RACI model holds particular value for ensuring that roles are
appropriately filled or covered within processes.
Those in the R = RESPONSIBLE role for a given activity are charged

with actually executing or performing the activity or task.


The single entity in the A = ACCOUNTABLE role owns the task or
activity and must answer for its outcomes. Only one party can be
accountable for a given task/activity.
Those in the C = CONSULTED role review and provide advice and
authorization around the task or activity.
Those in the I = INFORMED role receive updates as the task or activity
progresses.
Note that all rows have one and only one ACCOUNTABLE and at least

one RESPONSIBLE.

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

Copyright 2009, taruu LLC :: All Rights Reserved


ITIL v3 Foundation Study Guide

You might also like