ITIL V3 FOUNDATION - LEARNING

COURSE

“ITIL® is a Registered Trade Mark of The Cabinet Office in the United Kingdom and other countries”.
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 ITIL® 2011 Foundation Course
2Objectives
At the end of the course, you should be able to
 Discuss the ITIL 2011 qualification scheme
 Explain the practice of Service Management
 Describe Service Lifecycle
 Identify key principles and models of ITIL 2011
 Define generic concepts in ITIL 2011
 Discuss the processes, roles and functions in ITIL 2011
 Summarise the use of technology with ITIL 2011
 Successfully clear your ITIL 2011 foundation exam.
 ITIL® 2011 Foundation Course
3
Agenda
Module 1: Introduction to Service Management Lifecycle
Principles of Service Management, Processes, The ITIL Service Lifecycle
Module 2: Service Strategy
Concepts and Models, Processes
Module 3: Service Design
Concepts and Models, Key Principles, Processes
Module 4: Service Transition
Concepts and Models, Key Principles, Processes
Module 5: Service Operations
Concepts and Models, Key Principles, Processes and Functions
Module 6: Continual Service Improvement
Concepts and Models, Key Principles, Processes
Module 7 : Summary and Exam Preparation
Review of Key Concepts and Practice Exam
 Module
4
1

Introduction
To Service
Managemen
t Lifecycle
 Lesson 1.0: What is
5ITIL ?
What is ITIL® ?
 A set of publications for good practices in IT service Management.

 Why ITIL ?
• Focuses on descriptive guidance on IT Service Management that’s
easily adapted.
• Emphasizes Quality Management approach, standards

 ITIL® goals
• Consistent, comprehensive, hygienic set of Best-Practice
guidance
• Platform independent discussion of processes
• Common Language, Standardized vocabulary
• Flexible framework, adaptable to different IT environments.
Lesson 1.1: ITIL 2011
Components
6
Lesson 1.2: ITIL Core
Publications
7

Each lifecycle phase of ITIL 2011 Core

is represented by a Volume in the
Library

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
Lesson 1.3: ITIL 2011
Qualification Scheme: Credits
8
System
Lifecycle Modules
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Capability Modules
Operational Support and Analysis (OSA)
Planning Protection & Optimization (PPO)
Release Control and Validation (RCV)
Service Offerings & Agreements (SOA)

http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
Lesson 1.4: ITIL 2011 Foundation Exam
9
Format

Type Online, Multiple choice, 40 questions. The questions are selected

from the full ITIL Foundation in IT Service Management examination
question bank.
Duration Maximum 60 minutes. Candidates sitting the examination in a language
other than their native language have a maximum of 75 minutes
Supervised Yes
Open Book No
Pass Score 65% (26 out of 40)
Where ? AEC Authorized Examination Centers
 Lesson 2.0: Principles of IT Service
10
Management
Lesson objectives
At the end of this lesson, you should be able to:
• Explain the concept of good practice

• Define the concepts of service, Service

Management, Functions, Roles &Processes, and

RACI
• The role of IT Governance across the Service

Lifecycle
Lesson 2.1: ITIL is presented as
Good Practice. What are good
11
Practices?
Good Practices are generally commoditized, generally accepted, proven effective ways
of doing things which were previously considered best practices of the pioneering
organizations.

Successful Innovations applied diligently become

Best Practices

Best practice accepted and adopted by others

become
common, Good Practices

Good Practices are Commoditized, generally

accepted principles, or regulatory requirements
Lesson 2.2: Why Choose Good
practices over Proprietary
12
ones?

Good Practices, Public Standards

Proprietary knowledge
and frameworks
Difficult to adopt
 Wide Community Distribution
Difficult to replicate and transfer
 Public Training and Certification
Hard to document

 Valid in Different applications Highly customized

 Peer Reviewed Specific to business needs
 Used by different parties Hard to adapt or reuse

 Free and publicly available

Owners expect compensation
 Labor market skills easy to find
Lesson 2.3: What is a
Service?
13

A means of delivering value to customers by facilitating outcomes customer want to

achieve, without the ownership of specific costs or risks.

Costs and Risks are transferred to service provider.

Customers focus on outcomes versus means.

Customer Service Provider

Transfer costs and Risks Takes on Costs and Risks
Retains focus and accountability for Responsible for the means of achieving
outcomes outcomes
Lesson 2.4: What is a Service
Management?
14

Business
Outcomes
Value

Customer Assets
Service Management

Performance
Services
Capabilities Resources
A5 Management Financial Capital
Service Assets A4 Organization Infrastructure
A3 Processes Applications
Capabilitie Resourc
A2 Knowledge Information
s es
A1 People
Lesson 2.5: Process, Functions and
Roles
15

 Process
- A set of activities designed to accomplish a specific
objective. A process takes defined inputs and turns them
into defined outputs. A process may include roles,
responsibilities, tools and management controls required
to deliver the outputs
Lesson 2.6: A Basic
Process
16

Data, Information
and Knowledge

Desired
Process Outcome
Suppliers
Activity 1

Activity 2 Customer

Activity 3

Service Control & Quality

Trigger