ITILV3

Overview228二二月20202AgendaWhatisITIL??ServiceManagementasapracticeServiceLifecycleServiceStrategyServiceDesignServiceTransitionServiceOperationContinualServiceImprovementConcepts,PrinciplesReferences&Resources328二二月2020WhatisITIL??ITServiceManagementasapracticeProducedbyOfficeofGovernmentCommerce(OGC))NonproprietaryandCrownCopyrightPublishedbyTheStationeryOfficeGuidanceratherthanstandardOrganizationswillneedtoadoptandadapttheprocessesSupportedbysoftwaresolutionsTheUK''sOfficeofGovernmentCommerce((OGC)hasdocumentedasetofprocessesandproceduresforthedeliveryandsupportofhighqualityITservicesthataredesignedandmanagedtomeettheneedsofanorganization.TheseprocessesandproceduresarereferredtoastheInformationTechnologyInfrastructureLibrary((ITIL)).Asofversion3,,ITILcomprisesfivecorebooks.428二二月2020What’sdifferentaboutv3?ITILV2ProcessbasedITILV3StructuredaccordingtotheITServicelifecycleCenteredonbusinessvalueSeeingITasaStrategicBusinessUnitCreatingawaytointegrateITProcesses,PeopleandToolswiththeBusinessStrategyanddesiredOutcomesIncreasedscope528二二月2020ITILV2ServiceSupportServiceDeliveryTheBusinessBusinessPerspectiveTheTechnologyICTInfrastructureManagementApplicationManagementSecurityManagementPlanningtoimplementServiceManagementSoftwareAssetManagement628二二月2020ComplimentaryGuidanceQuickWinsGovernanceMethodsCaseStudiesValue-addedProductsTemplatesQualificationsStudyAidsContinualService

ImprovementServiceLifecycleITILV3ITILServiceService

StrategyService

OperationServiceDesignService

DesignService

Transition728二二月2020ServiceManagementasapracticeServiceServiceManagement(Best)Practice828二二月2020ServiceManagementasapracticeWhatisa‘‘Service’’?ameansofdeliveringvaluetocustomersbyfacilitatingoutcomescustomerswanttoachievewithouttheownershipofspecificcostsandrisksServicesfacilitateoutcomesbyenhancingtheperformanceofassociatedtasksandreducingtheeffectofconstraints.928二二月2020ServiceManagementasapracticeWhatis‘ServiceManagement’’?asetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservicesThesecapabilitiesincludetheFunctionsandProcessesusedtomanageservicesovertheirlifecycle((strategy,,design,transition,operation,andcontinualimprovement).Theactoftransformingresourcesintovaluableservicesisatthecoreofservicemanagement..FourPerspectivesofITSM:People,,Partners,Process,Products1028二二月2020Process:asetofcoordinatedactivitiescombiningandimplementingresourcesandcapabilitiesinordertoproduceanoutcomeandprovidevaluetocustomersorstakeholders..Characteristicsofeveryprocessinclude::?Theyaremeasurable,?Theydeliverspecificresults?Theydeliveroutcomestocustomersorstakeholders?Theyrespondtospecificevents((triggers))Aprocessownerisresponsibleforimprovementsandensuringthattheprocessisfitforthedesiredpurpose..Theyareaccountablefortheoutputsofthatprocess.AserviceownerisaccountableforthedeliveryofaspecificITServiceandisresponsibleforcontinualimprovementandmanagementofchangeaffectingServicesundertheircare.Theprocessownerandserviceownerareaccountablefortheprocessorserviceundertheircare.Howevertheymaynotberesponsibleforperformingmanyoftheactualactivitiesrequiredfortheprocessorservice..1128二二月2020RACIModelTheRACImodelhelpsshowhowaprocessactuallydoesworkendtoendacrossseveralfunctionalgroupsbydefiningrolesandresponsibilities,aswellasorganizationalstructure.R–Responsibility((actuallydoestheworkforthatactivitybutisresponsibletothefunctionorpositionthathasan““A””againstit..)egProcessmanagerA–Accountability((ismadeaccountableforensuringthattheactiontakesplace,eveniftheymightnotdoitthemselves).egProcessOwnerC–Consult((advice/guidance//informationcanbegainedfromthisfunctionorpositionpriortotheactiontakingplace)..I–Inform(thefunctionorpositionthatistoldabouttheeventafterithashappened)).GeneralRules?Only1“A”perRow(ensuresaccountability,morethanone“A”wouldconfusethis))?Atleast1““R”perRow((showsthatactionsaretakingplace))1228二二月2020Function--unitsoforganizationsspecializedtoperformcertaintypesofworkandresponsibleforspecificoutcomesCustomer:referstothepersonwho“pays”fortheservice,,orhastheauthoritytorequestaserviceUser:Anorganization’’sstaffmember//employeewho“uses”theITservice1328二二月20201.ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficientuseof:A.People,,Process,,Partners,SuppliersB.People,,Process,,Products,TechnologyC.People,,Process,,Products,PartnersD.People,,Products,Technology,Partners1428二二月20201.ImplementationofITILServiceManagementrequirespreparingandplanningtheeffectiveandefficientuseof:A.People,,Process,,Partners,SuppliersB.People,,Process,,Products,TechnologyC.People,,Process,,Products,PartnersD.People,,Products,Technology,Partners1528二二月20202.HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone--theprocessownerC.Two--theprocessownerandtheprocessenactorD.Onlyone--theprocessarchitect1628二二月20202.HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone--theprocessownerC.Two--theprocessownerandtheprocessenactorD.Onlyone--theprocessarchitect1728二二月20203.WhichofthefollowingistheBESTdefinitionofthetermServiceManagement??A.AsetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservicesB.Agroupofinteracting,interrelated,,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurposeC.ThemanagementoffunctionswithinanorganizationtoperformcertainactivitiesD.Unitsoforganizationswithrolestoperformcertainactivities1828二二月20203.WhichofthefollowingistheBESTdefinitionofthetermServiceManagement??A.AsetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservicesB.Agroupofinteracting,interrelated,,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurposeC.ThemanagementoffunctionswithinanorganizationtoperformcertainactivitiesD.Unitsoforganizationswithrolestoperformcertainactivities1928二二月20204.Whichroleisaccountableforaspecificservicewithinanorganization?A.TheServiceLevelManagerB.TheBusinessRelationshipManagerC.TheServiceOwnerD.TheServiceContinuityManager2028二二月20204.Whichroleisaccountableforaspecificservicewithinanorganization?A.TheServiceLevelManagerB.TheBusinessRelationshipManagerC.TheServiceOwnerD.TheServiceContinuityManager2128二二月20205.WhichofthefollowingstatementsisINCORRECT??TheServiceOwner:A.Isresponsiblefortheday-to-daymonitoringandoperationoftheservicetheyownB.IsresponsibleforcontinualimprovementandthemanagementofchangeaffectingtheservicetheyownC.IsaprimarystakeholderinalloftheunderlyingITprocesseswhichsupporttheservicetheyownD.Isaccountableforaspecificservicewithinanorganization2228二二月20205.WhichofthefollowingstatementsisINCORRECT??TheServiceOwner:A.Isresponsiblefortheday-to-daymonitoringandoperationoftheservicetheyownB.IsresponsibleforcontinualimprovementandthemanagementofchangeaffectingtheservicetheyownC.IsaprimarystakeholderinalloftheunderlyingITprocesseswhichsupporttheservicetheyownD.Isaccountableforaspecificservicewithinanorganization2328二二月20206.InthephrasePeople,Processes,,ProductsandPartners;..Productsrefersto:A.ITInfrastructureandApplicationsB.Services,technologyandtoolsC.GoodsprovidedbythirdpartiestosupporttheITServicesD.AllassetsbelongingtotheServiceProvider2428二二月20206.InthephrasePeople,Processes,,ProductsandPartners;..Productsrefersto:A.ITInfrastructureandApplicationsB.Services,technologyandtoolsC.GoodsprovidedbythirdpartiestosupporttheITServicesD.AllassetsbelongingtotheServiceProvider2528二二月20207.AProcessOwnerhasbeenidentifiedwithan""I""inaRACImatrix..Whichofthefollowingwouldbeexpectedofthem??A.TellothersabouttheprogressofanactivityB.PerformanactivityC.BekeptuptodateontheprogressofanactivityD.Manageanactivity2628二二月20207.AProcessOwnerhasbeenidentifiedwithan""I""inaRACImatrix..Whichofthefollowingwouldbeexpectedofthem??A.TellothersabouttheprogressofanactivityB.PerformanactivityC.BekeptuptodateontheprogressofanactivityD.Manageanactivity2728二二月20208.WhichofthefollowingisNOTacharacteristicofaprocess?A.ItismeasurableB.DeliversspecificresultsC.RespondstospecificeventsD.Amethodofstructuringanorganization2828二二月20208.WhichofthefollowingisNOTacharacteristicofaprocess?A.ItismeasurableB.DeliversspecificresultsC.RespondstospecificeventsD.Amethodofstructuringanorganization2928二二月20209.WhichofthefollowingstatementsisCORRECT?A.ProcessownersaremoreimportanttoservicemanagementthanserviceownersB.ServiceownersaremoreimportanttoservicemanagementthanprocessownersC.ServiceownersareasimportanttoservicemanagementasprocessownersD.Processownersandserviceownersarenotrequiredwithinthesameorganization3028二二月20209.WhichofthefollowingstatementsisCORRECT?A.ProcessownersaremoreimportanttoservicemanagementthanserviceownersB.ServiceownersaremoreimportanttoservicemanagementthanprocessownersC.ServiceownersareasimportanttoservicemanagementasprocessownersD.Processownersandserviceownersarenotrequiredwithinthesameorganization3128二二月202010.WhichofthefollowingstatementsisCORRECTforeveryprocess?1.Itdeliversitsprimaryresultstoacustomerorstakeholder2.ItdefinesactivitiesthatareexecutedbyasinglefunctionA.BothoftheaboveB.1onlyC.Neither3228二二月202010.WhichofthefollowingstatementsisCORRECTforeveryprocess?1.Itdeliversitsprimaryresultstoacustomerorstakeholder2.ItdefinesactivitiesthatareexecutedbyasinglefunctionA.BothoftheaboveB.1onlyC.Neither3328二二月202011.Aprocessownerisresponsibleforwhichofthefollowing??1..Documentingtheprocess2..DefiningprocessKeyPerformanceIndicators((KPIs)3.Improvingtheprocess4..EnsuringprocessstaffundertaketherequiredtrainingA.1,3and4onlyB.AlloftheaboveC.1,2and3onlyD.1,2and4only3428二二月202011.Aprocessownerisresponsibleforwhichofthefollowing??1..Documentingtheprocess2..DefiningprocessKeyPerformanceIndicators((KPIs)3.Improvingtheprocess4..EnsuringprocessstaffundertaketherequiredtrainingA.1,3and4onlyB.AlloftheaboveC.1,2and3onlyD.1,2and4only3528二二月202012.WhichofthefollowingstatementsaboutprocessesisINCORRECT?A.TheyareunitsoforganizationsdesignedtoperformcertaintypesofworkB.WemustbeabletomeasuretheminarelevantmannerC.TheydeliverspecificresultsD.Theyrespondtospecificevents3628二二月202012.WhichofthefollowingstatementsaboutprocessesisINCORRECT?A.TheyareunitsoforganizationsdesignedtoperformcertaintypesofworkB.WemustbeabletomeasuretheminarelevantmannerC.TheydeliverspecificresultsD.Theyrespondtospecificevents3728二二月2020ServiceStrategyITILServiceService

Strategy3828二二月2020ServiceStrategyShowsorganizationshowtotransformServiceManagementintoastrategicassetandtothenthinkandactinastrategicmannerGuidanceon:Whatservicesshouldweofferandtowhom???Howtocreatevalueforcustomers??Howdowedifferentiateourselvesfromcompetingalternatives?Utility+Warranty==ValueUtility(fitforpurpose))featuresandsupportofserviceWarranty((fitforuse))–defineslevelsofavailability,capacity,security,continuity3928二二月2020ServiceDesignITILServiceService

StrategyServiceDesignService

Design4028二二月2020ServiceDesignProvidesguidanceforthedesignanddevelopmentofservicesandservicemanagementprocesses.Scopenewservices,,andthechangesandimprovementsfunctional&operationalrequirementsValuetobusinessThecostofserviceisdesigned4128二二月2020ServiceTransitionITILServiceService

StrategyServiceDesignService

DesignService

Transition4228二二月2020ServiceTransitionTestseachserviceanddeploysthemintooperationsaftercarefulplanningScopeNewservice,existingservicePackage,build,test,anddeployareleaseintoproductionEstablishtheserviceValuetobusinessThecostofserviceisvalidated4328二二月2020ServiceOperationITILServiceService

StrategyService

OperationServiceDesignService

DesignService

Transition4428二二月2020ServiceOperationCoordinateandcarryoutday--to--dayactivitiesandprocessestodeliverandmanageservicesatagreedlevelsScopeOngoingmanagementof::services,people,,processes,productsValuetobusinessWhereactualvalueofstrategy,designandtransitionarerealizedbythecustomersandusersFromacustomerviewpoint,ServiceOperationiswhereactualvalueisseen4528二二月2020ContinualService

ImprovementContinualServiceImprovementITILServiceService

StrategyService

OperationServiceDesignService

DesignService

Transition4628二二月2020ContinualServiceImprovementcontinuallyalignsITservicestochangingbusinessneedsbyidentifyingimprovementstoefficiencyandeffectivenessGuidanceinevaluatingandimprovingservicequality,theservicelifecycleanditsunderlyingprocessesScopeOverallhealthof…;;Alignmentof…;;MaturityofprocessesValuetobusinessImprovements;;Benefits;ROI((ReturnonInvestment);VOI(ValueonInvestment)4728二二月2020References&ResourcesCoursesITILV3Overview(grow@HP))ReadingsITILV3PublicationsAnIntroductoryOverviewofITIL?V3..pdf4828二二月20201.WhatistheBESTdescriptionofthepurposeofServiceOperation??A.TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycleB.ToproactivelypreventalloutagestoITServicesC.TodesignandbuildprocessesthatwillmeetbusinessneedsD.TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomers4928二二月20201.WhatistheBESTdescriptionofthepurposeofServiceOperation??A.TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycleB.ToproactivelypreventalloutagestoITServicesC.TodesignandbuildprocessesthatwillmeetbusinessneedsD.TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomers5028二二月20202.EventManagement,,ProblemManagement,AccessManagementandRequestFulfillmentarepartofwhichstageoftheServiceLifecycle??A.ServiceStrategyB.ServiceTransitionC.ServiceOperationD.ContinualServiceImprovement5128二二月20202.EventManagement,,ProblemManagement,AccessManagementandRequestFulfillmentarepartofwhichstageoftheServiceLifecycle??A.ServiceStrategyB.ServiceTransitionC.ServiceOperationD.ContinualServiceImprovement5228二二月20203.Whichofthefollowingarethetwoprimaryelementsthatcreatevalueforcustomers?A.ValueonInvestment(VOI)),ReturnonInvestment((ROI)B.CustomerandUsersatisfactionC.UnderstandingServiceRequirementsandWarrantyD.UtilityandWarranty5328二二月20203.Whichofthefollowingarethetwoprimaryelementsthatcreatevalueforcustomers?A.ValueonInvestment(VOI)),ReturnonInvestment((ROI)B.CustomerandUsersatisfactionC.UnderstandingServiceRequirementsandWarrantyD.UtilityandWarranty5428二二月20204.TheinformationthatispassedtoServiceTransitiontoenablethemtoimplementanewserviceiscalled::A.AServiceLevelPackageB.AServiceTransitionPackageC.AServiceDesignPackageD.ANewServicePackage5528二二月20204.TheinformationthatispassedtoServiceTransitiontoenablethemtoimplementanewserviceiscalled::A.AServiceLevelPackageB.AServiceTransitionPackageC.AServiceDesignPackageD.ANewServicePackage5628二二月20205.OneofthefivemajoraspectsofServiceDesignisthedesignofservicesolutions..Whichofthefollowingdoesthisinclude?A.OnlycapabilitiesneededandagreedB.OnlyresourcesandcapabilitiesneededC.OnlyrequirementsneededandagreedD.Requirements,,resourcesandcapabilitiesneededandagreed5728二二月20205.OneofthefivemajoraspectsofServiceDesignisthedesignofservicesolutions..Whichofthefollowingdoesthisinclude?A.OnlycapabilitiesneededandagreedB.OnlyresourcesandcapabilitiesneededC.OnlyrequirementsneededandagreedD.Requirements,,resourcesandcapabilitiesneededandagreed5828二二月20206.WhichstageoftheServiceLifecycleisMOSTconcernedwithdefiningpoliciesandobjectives?A.ServiceDesignB.ServiceTransitionC.ServiceStrategyD.ServiceOperation5928二二月20206.WhichstageoftheServiceLifecycleisMOSTconcernedwithdefiningpoliciesandobjectives?A.ServiceDesignB.ServiceTransitionC.ServiceStrategyD.ServiceOperation6028二二月20207.WhichofthefollowingisMOSTconcernedwiththedesignofneworchangedservices?A.ChangeManagementB.ServiceTransitionC.ServiceStrategyD.ServiceDesign6128二二月20207.WhichofthefollowingisMOSTconcernedwiththedesignofneworchangedservices?A.ChangeManagementB.ServiceTransitionC.ServiceStrategyD.ServiceDesign6228二二月20208.WhichofthefollowingaregoalsofServiceOperation?1.Tocoordinateand