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Beginners notes
Foundation in ITIL Service Management
This document is a “Bonus” for Six Sigma Management Kit owners
The Office of Government Commerce in the United Kingdom owns the ITIL Content. However, the use of ITIL processes is permitted and encouraged.
More information on ITIL can be found at www.itil.co.uk
The Art of Service (owners of this document) have a licensing arrangement in place with Ovitz Taylor Gates, that permits the supply of this document with the Six Sigma Management Kit. The full ITIL toolkit can be purchased by visiting: www.itil-toolkit.com
e-Learning courses: www.itsm-learning.com
The Art of Service support the purchase of further material supplied by The Stationary Office (a commercial outlet for Her Majesty’s Stationary Office (HMSO). Such material can be purchased by visiting: www.itsmdirect.com.
This document has been modified slightly.
©The Art of Service Pty Ltd 2001, 2002.
1 Table of Contents 2
2 Start Here. 4
3 Foundation Certificate in IT Service Management 4
3.1 EXIN Exam requirements specifications 4
3.1.1 The importance of IT Service Management and the IT Infrastructure 4
3.1.2 The Service Management processes and the interfaces between them 4
4 IT Service Management 5
4.1 Introduction into IT Service Management 5
4.1.1 ITIL Service Management 6
4.1.2 Business Alignment 6
4.1.3 Processes 6
4.1.4 Function version processed based 7
5 ITIL 10
5.1.1 History 10
5.1.2 Groups involved 11
6 Implementing ITIL Service Management 19
6.1 Introduction 19
6.2 Cultural change 19
6.3 Some of the do’s and don’ts 20
6.4 Further reading 20
7 The ITIL Service Management Processes 21
7.1 Service Delivery Set 21
7.1.1 Service Level Management 21
7.1.2 Financial Management for IT Services 23
7.1.3 Availability Management 25
7.1.4 Capacity Management 28
7.1.5 IT Service Continuity Management 29
7.2 Service Support Set 35
7.2.1 Service Desk 35
7.2.2 Incident Management 37
7.2.3 Problem Management 38
7.2.4 Change Management 43
7.2.5 Release Management 48
7.2.6 Configuration Management 49
8 Tools 53
8.1.1 Type of tools 53
8.1.2 The Cost of a Tool 53
9 Security Management 55
9.1 Introduction 55
9.1.1 Basic concepts 55
9.2 Objectives 55
9.2.1 Benefits 56
9.3 Process 56
9.3.1 Relationships with other processes 57
9.3.2 Security section of the Service Level Agreement 60
9.3.3 The security section of the Operational Level Agreement 61
9.4 Activities 64
9.4.1 Control - Information Security policy and organisation 64
9.4.2 Plan 64
9.4.3 Implement 65
9.4.4 Evaluate 65
9.4.5 Maintenance 66
9.4.6 Reporting 66
9.5 Process control 67
9.5.1 Critical success factors and performance indicators 67
9.5.2 Functions and roles 67
9.6 Problems and costs 67
9.6.1 Problems 67
9.6.2 Costs 68
© The Art of Service Pty Ltd 2002
‘All of the information in this document is subject to copyright. No part of this document may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’
This document is designed to answer many of the questions about IT Service Management and the ITIL Framework.
The document has evolved over many years and offers the reader the chance to quickly learn through reading and re-reading a lot of the theory behind ITIL (IT Infrastructure Library). It provides answers, but it will also raise some questions for the reader.
It is a beginner’s document. It tells stories.
Let’s begin with the end in mind. A lot of readers are interested in achieving certification in ITIL. This document combined with online learning will prepare you to sit for the “IT Service Management Foundations” exam.
This chapter discusses the examination that is set by EXIN. The exam is set and marked by this independent body. You can book and take your exam at any Prometric Testing centre (www.prometric.com to locate a Test Centre in your area).
The candidate has understanding of the importance of IT Service Management and the IT Infrastructure Library (ITIL).
The candidate is able to indicate the importance of a methodical and systematic approach
to information technology service:
· for users and customers of IT Service
· for suppliers of IT Service.
The candidate has understanding of the Service Management processes and the interfaces between them.
The candidate is able to:
· Mention the benefits of the Service Management processes for an organisation
· Distinguish between ITIL processes and organisational units
· Indicate which elements are needed for the ITIL processes.
Most organisations now understand the benefits of having Information Technology (IT) throughout their corporate structure. Few realise the potential of truly aligning the IT department’s objectives with the business objectives. More and more organisations start to recognize IT as being crucial to the service delivery to their customers.
When the IT services are crucial to the organisation, you need to be absolutely positive that the IT group adds value and delivers consistent services.
With this in mind as the ultimate goal for the IT organisation, we should look at the organisation’s objectives.
To achieve these overarching, organisational objectives, the organisation has business processes in place. These business processes can be anything: sales, admin support, financial processes, etc.
Information systems and technology are fundamental requirements to providing capability for the organisation to achieve these business objectives by enabling the activities to be carried out in an effective an efficient manner.
Historically, these processes delivered products and services to clients in an off-line environment (the ‘brick-and-mortar’ companies). The IT organisation provides support to the back-office and admin processes. IT performance is measured internally as the external clients are only indirectly influenced by the IT performance.
Today, with online service delivery, the IT component of the service delivery can be much stronger. The way of delivering the service is IT based and therefore internal and external clients measure the performance of the IT group.
Consistent service delivery is more important than the glimpse of brilliance every now and then. The internal clients (business processes) and external clients need availability of the IT services and to be able to expect a consistent performance.
IT Service Management is a means to enable the IT group to provide reliable Information Systems to meet the requirements of the business processes, irrespective of the way these services are delivered to the external customers. This in turn enables the organisation to meet its Business Objectives.
Definition:
IT Service Management provides effective and efficient process driven management of the quality of IT services
Any organisation that delivers IT services to their customers with a goal to support the business processes, needs some sort of structure to achieve that. Historically, that structure was based around functions and tech...
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