Itil V3 Pocket Book

What is ITIL Benefits of Adopting ITIL During the 20 years of ITIL practice, it remains the world‟s most widely recognized and adopted framework for IT Service Management. It has grown from a cottage industry in the 80‟s to a global influence. Over this time the many benefits of ITIL have become widely known and ocntinue to grow as the community of practice mature. Whether you are a business customer, a service provider, a CIO or CEO, ITIL Service Management Practices Offer benefits that demonstrate their value and return on investment. Some of the widely published benefits are: Non-properietary practice – ITIL is owned by the Office of Government Commerce, a department of the UK Government. ITIL does not require a lincense to practice and it is independent of any commercial solution or platform. Scalable – ITIL can be adapted for any size of organization. This is a key benefit since the industry predictions for the growth of small to medium enterprise is a major developing trend. Reduce Costs – ITIL has provedn its value in reducing overall cost of managing services. Improved Quality – ITILc helps improve the qualityof IT services through sound management practices. Aligned to standards - is well aligned to the ISO/Iec 20000 Standard for Service Management. Qualification – ITIL supports the ITSM professional with a line of accredited training and education courses. ROI- ITIL helps IT organizations demonstrate their return on investment and measureable value to the business. This helps establish a business case for new or continuing investment in IT. Seamless Sourcing Partnerships – Outsourcing, often with multiple service providers, is increasingly common today. ITIL is widely practiced among industry service providers and offers a common practice base for improved service chain management

ITIL Service Management Practices (ITIL v3)

ITIL is now history Although ITIL continued to increase in popularity it is now some years since it was last updated. This was back in 2000 in fact. Consequently, in December 2005, the OGC announced that there would be an “ITIL refresh”, known widely as ITIL v3.Now, ITIL has once again undergone a major refresh! The nine books have become five: Service Strategies, Service Design, Service Transition, Service Operation and Continual Service Improvement. The new ITIL v3 is being released on 30 th May 07.

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If you‟re looking for latest information about ITIL v3, your first resource is QAI! That‟s because we have direct connections to all the major ITIL v3 players. So, if you want to keep yourself updated about what‟s changing and when, watch out for more details. The New ITIL - ITIL Service Management Practices (ITIL v3) ITIL has undergone some intensive changes. Notably, the title of framework itself has changed. Once called the IT Infrastructure library, ITIL is now known as ITIL Service Management Practices. The name change is an apt reflection of the evolution that the ITIL has undergone, from an operationally focused set of processes to a mature service management set of practice guidance. The vision for ITIL v3 is holistic, value based, business focused service practice for service management. ITIL v3 is written with a broader context and scope of thinking for best practices. The five books contain much of the ITIL v2 process information; however, they have a new structure and approach. The input for the books, reviews and changes comes from a collective global community of IT Service Management professionals and stakeholders during a three-year period. The development incorporates thinking across the content of the eight v2 books and not just the IT Service Support and Delivery set as was common during the past few years. The new approach is termed the „lifecycle‟ approach, much the same as an IT service in reality. There is also greater guidance provided on how to demonstrate value to the business, putting together return on investment (ROI) statements and case studies. What’s new in ITIL v3 Besides the overall new architecture of ITIL Service Management Practices, there are new topics covered in ITILv3, that haven‟t been a part of ITIL in past. The following are some of them:           

Strategic aspects Service design aspects Supplier Management Outsourcing Service knowledge management system Application design and management Technology architecture design and management Service Measurement Event management Request fulfillment Access Management The New books

The first book in the lifecycle is the Service Strategy, which subjects such as strategy creation, implementation, value networks, service portfolio, management, financial management and ROI. The second book is Service Design, which starts with a set of new or changed business requirements and ends with the development of a solution designed to meet the documented needs of the business. It covers the aspects of availability, capacity, continuity, service level management and outsourcing. The book also includes supplier management and information security management.

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The next book is Service Transition, which is concerned with managing change, risk & quality assurance and has an objective to implement service designs so that service operations can manage the services and infrastructure in a controlled manner. It also includes managing change, risk and quality assurance. Key processes addressed are planning and support; change management; asset and configuration management; release and deployment management; knowledge management systems; evaluation and early life support; managing organisation and change; and review and close transition. The fourth book in the lifecycle is Service Operation, which is concerned with business as usual activities. This book focuses on the day-to-day support operations. Additionally, the book includes incident and problem management. It also introduces a new process for operations management, including enterprise-wide system management (exception monitoring), as well as the automated monitoring of thresholds and automation of operational tasks. The final book is Continual Service Improvement, which has an overall view of all the other elements and looks for ways that the overall process and service provision can be improved. Emphasis here is on the „Plan, Do, Check, Act‟ approach to identifying and acting upon ongoing improvements to all of the processes detailed in the other four books. As a consequence, improved processes lead to enhanced services delivered to customers and users.

The purpose of the ITIL® Foundation certificate in IT Service Management is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL® practices for Service Management. Target Group The target group of the ITIL® Foundation certificate in IT Service Management is:  

Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation. IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.

This may include but is not limited to, IT professionals, business managers and business process owners. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.         

Service Management as a practice Comprehension Service Lifecycle Comprehension Key Principles and Models Comprehension Key Concepts Awareness Selected Processes Awareness Selected Roles Awareness Selected Functions Awareness Technology and Architecture Awareness TIL Qualification scheme Awareness

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Prerequisite Entry Criteria There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended. Course Outline The course is aimed at raising individual‟s understanding of and competence in IT Service Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL® Introduction and ITIL® Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind. Service Management as a practice This unit is aiming to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. Specifically, candidates must be able to:      

Describe the concept of Good Practice Define and explain the concept of a Service Define and explain the concept of Service Management Define and distinguish between Functions, Roles and Processes Explain the process model List the characteristics of processes

The Service Lifecycle This unit is aiming to help the candidate to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle. Specifically, candidates must be able to:            

Explain the Service Lifecycle Describe the structure, scope and components of the ITIL Library Account for the main goals and objectives of Service Strategy Explain the two elements of value: Utility and Warranty Account for the main goals and objectives of Service Design Explain what value Service Design provides to the business Account for the main goals and objectives of Service Transition Explain what value Service Transition provides to the business Account for the main goals and objectives of Service Operations Explain what value Service Operation provides to the business Account for the main goals and objectives of Continual Service Improvement Explain what value Continual Service Improvement provides to the business

Key concepts This unit is aiming to help the candidate to define some of the key terminology and explain the key concepts of Service Management.

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Specifically, candidates must be able to define and explain the following key concepts:                               

Service Portfolio Service Catalogue Business Service Catalogue and Technical Service Catalogue Business Case Risk Service Model Service Provider Supplier Service Level Agreement Operational Level Agreement OLA Contract Service Design Package Availability Service Knowledge Management System SKMS Configuration Item CI Configuration Management System Definitive Media Library DML Service Change Change types Normal, Standard and Emergency Release Unit Seven R‟s of Change Management Event Alert Incident Impact, Urgency and Priority Service Request Problem Workaround Known Error Known Error Data Base KEDB Swim lane diagram Service Measurement

Key Principles and Models This unit is aiming to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. Specifically, candidates must be able to: Service Strategy

Discuss the three types of Service Providers:   

Internal Service Provider Type I Shared Services Provider Type II External Service Provider Type III

Describe Service Strategy as Perspective, Position, Plan, or Pattern SS

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Service Design

Understand the importance of People, Processes, Products and Partners for Service Management Discuss the five major aspects of Service Design SD 3.6:     

Service Portfolio Design Identification of Business Requirements, definition of Service requirements and design of Services Technology and architectural design Process design Measurement design

Be able to distinguish between different sourcing approaches and options        

Insourcing Outsourcing Co-sourcing Partnership Multisourcing Business Process outsourcing Application Service Provision Knowledge Process Outsourcing

Service Transition

Explain the Service V model Service Operation

Summarize the following conflicting motives in Service Operation    

IT Services versus Technology components Stability versus Responsiveness Quality of Service versus Cost of Service Reactive versus Proactive

Explain the role of communication in Service Operation Continual Service Improvement

Discuss the Plan, Do, Check and Act PDCA Model to control and manage quality Explain the Continual Service Improvement Model Understand the role of measurement for Continual Service Improvement and explain the following key elements:

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   

Business value Baselines Vision, mission, goals, objectives, CSF, KPI, metrics and measurements Types of metrics technology metrics, process metrics, service metrics

Understand the role of Governance for Continual Service Improvement Processes This unit is aiming to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, business value, basic concepts, activities, interfaces, key metrics KPI‟s and challenges for three of the core processes and to state the objectives, business value, some of the basic concepts and interfaces for ten of the remaining processes. Specifically, candidates must be able to: Service Strategy

Outline the four main activities in the Service Strategy process     State

Define the market Develop the offerings Develop strategic assets Prepare for execution the

objectives,

business

value,

basic

concepts

and

interfaces

for:

Service Portfolio Management Service Design Explain the high level objectives, scope, business value, basic concepts, process activities, interfaces input/output, key metrics KPI‟s and challenges for: 

Service Level Management SLM

State the objectives, business value, basic concepts and interfaces for:    

Service Catalogue Management Availability Management, Information Security Management ISM, Supplier Management

Service Transition Explain the high level objectives, scope, business value, basic concepts, process activities, interfaces, key metrics and challenges for: 

Change Management

State the objectives, business value, basic concepts and interfaces for:

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

Service Asset and Configuration Management SACM Release and Deployment Management

Service Operation Explain the high level objectives, scope, business value, basic concepts, process activities, interfaces, key metrics and challenges for: 

Incident Management SO 4.2

State the objectives, business value, basic concepts and interfaces for:   

Event Management Request Fulfillment Problem Management

Continual Service Improvement Explain the high level objectives, basic concepts, process activities, interfaces, and metrics for: 

The 7 step improvement process

Functions This unit is aiming to help the candidate to explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions. Specifically, candidates must be able to: Explain the role, objectives, organizational structures, staffing and metrics of: 

The Service Desk function

State the role, objectives and overlap of:   

The Technical Management function The Application Management function The IT Operations Management function IT Operations Control and Facilities Management

The recommended number of study hours for this unit is 1 hour. Roles This unit is aiming to help the candidate to account for the role and the responsibilities of two of the key roles in Service Management and to recognize a number of the remaining roles. Specifically, candidates must be able to:

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Account for the role and the responsibilities of the  

Process owner Service owner

Recognise the RACI model and explain its role in determining the organization structure Technology and Architecture This unit is aiming to help the candidate to List some generic requirements for an integrated set of Service Management Technology Mock exam This unit is aiming to help the candidate to pass the ITIL® Foundation exam.

Format of the Examination This syllabus has an accompanying examination with must be passed for the candidate to achieve the ITIL® Foundation Certificate in IT Service Management. Type:

Multiple choices, 40 questions

Duration:

60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and use of a dictionary

Prerequisite:

This section is still being clarified

Proctored:

Yes

Open Book:

No

Pass Score:

65% 26 out of 40

Distinction Score:

None

Delivery:

Online or Paper Based.

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