ITIL Training Module 1 Service Management Part 2

ITIL® KEY CONCEPTS &
SERVICE MANAGEMENT AS PRACTICE
Module1 – Part 2
ITIL TRAINING

1. ITIL® KEY CONCEPTS
 Process
A process is a structured set of activities designed to
accomplish a specific objective
A process takes one or more defined inputs and turns
them into defined outputs
Processes define actions, dependencies and
sequence
PROCESS
2
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PROCESS MODEL
3
Process control
Process owner
Process policy
Process objectives
Process
documentation
Process feedback
Process activities
Process metrics
Process roles
Process
procedures
Process
improvements
Process work
instructions
Process resources Process
capabilities
Process
Process enablers
Triggers
Process
inputs
Process
outputs
Including process
Reports and
reviews
© AXELOS copyright 2013. Reproduced under licence of AXELOS
Limited

 Measurability
 Duration and productivity
 Cost and Quality
 Specific results
 Individually identifiable and accountable
 Delivers primary results to a customers / stakeholder
 Outputs its primary results to a customer
 Responds to specific events
 Traceble to a specific trigger
PROCESS CHARACTERISTICS
4

 A team or group of people and the tools they use to carry out an
activity e.g. Accounts or HR
 ITIL® Functions
 Service Desk
 Technical Management
 Application Management
 Operations Management
FUNCTIONS
5

 ITIL® has two key roles that assist in the delivery of
quality services
 Generic Service Owner role
 Service owners provide focus for their services supported by a
service manager
 Generic Process Owner role
 Process owners focus on their processes supported by a process
manager
SPECIFIC ROLES
6

 Ensure service delivery meets customer requirements
 Initiation, transition and on-going maintenance
 Identifying improvement opportunities in the service and implementing
them by raising requests for change (RFC)
 Prime customer contact for service related issues
 Ensure service delivery meets customer requirements
 Ensuring effective communication with customer.
 Serving as the point of escalations for major incidents
 Accountable for the delivery of the service
 Liase with Process Owners throughout the service management
lifecycle
SERVICE OWNER RESPONSIBILITIES
7

 Defining the process strategy, policy and standards
 Assisting with process design
 Ensure Process documentation is maintained
 Auditing Process for efficiecy, effectiveness and complaince.
 Communicating process information to ensure awareness
 Providing process resources to support activities
 Ensuring that process technicians have the required knowledge and understanding
 Reviewing opportunities for process enhancements
 Identifying improvement opportunities and implementing them
 Provide inputs to Service Improvement Programs (SIP)
PROCESS OWNER RESPONSIBILITIES
8

 Responsible for operational management of a process
 Management of resources of the process
 Working with process owner to plan and coordinate the process
activities as required
 Ensure all activities related to the process are carried out
 Monitoring and reporting on process performance
 Identifying improvement opportunities for inclusion in the CSI
register
 Making improvements to the process implementation
PROCESS MANAGER RESPONSIBILITIES
9

 Carrying out one or more activities of a process
 Working with other stakeholders, ensuring their contribution
are effective
 Understand their role in overall service delivery and value
creation
 Ensuring that inputs, outputs and interfaces for the
stakeholders activities are correct
 Creating or updating records to show that activities have been
carried out correctly.
PROCESS PRACTITIONER RESPONSIBILITIES
10

RACI is also known as “Authority Matrix”, used to assist in
mapping defined roles to process activities.
 Responsible : The person or people responsible for correct
execution or for getting the job done
 Accountable : The person who has ownership of quality and the end
result. Only one person can be accountable for each task
 Consulted : The people who are consulted and whose opinions are
sought
 Informed : The people who are kept up to date on progress
RACI MATRIX
11

EXAMPLE RACI MATRIX
12
ACTIVITY USER
SERVICE DESK
OPERATOR
PROBLEM
MANAGER
SUPPORT
GROUPS
INCIDENT
MANAGER
(PROCESS OWNER)
REPORT R I R A
LOG CALL R A
CATEGORIZE C/I R I C/I A
DIAGNOSE C/I R I R A
RESOLVE I R I R A
CLOSE C R I A
PROCESS
IMPROVEMENT
C/I C/I C/I C/I A/R
INCIDENT MANAGEMENT

 Ensures that policies and strategy are actually implemented, and
that required processes are correctly followed
 Governance includes defining roles and responsibilities,
measuring and reporting, and taking actions to resolve any issues
identified
 Governance works to apply a consistently managed approach at
all levels of the organization
GOVERNANCE
13

GOVERNANCE..2
14
STRATEGY
Sets direction
POLICY
Rules about boundaries, how
decisions are made and how
money is spent
PLAN
What the organization actually decides to do
Corporate governance
(Conformance)
Business governance
(Performance)

 ITIL® Key Concepts Summary
 Why Do We Need It Service Management
 What Is ITIL®?
 Why Itil® Is So Successful?
 Service Management As Practice
 Stakeholders
 Process
 Functions
 Roles and Responsibilities
 RACI
 Governance
SUMMARY
15

MODULE QUIZ
16

1. ITIL® KEY CONCEPTS => MODULE QUIZ
ITIL® stands for?
A. Income Tax Infrastructure Liability
B. Income Tax Infrastructure Library
C. Information Technology Infrastructure Library
D. Information Technology Information Library
QUESTION - 1
17
Copyright © AXELOS Limited 2013. All rights reserved. No part of this publication may be reproduced in
any form or by any means without permission in writing from AXELOS Limited.
This information is part of the official ITIL® sample examination paper.

ITIL® is a __________ __________ framework.
A. Good Practice
B. Industry Practice
C. International Practice
D. Best Practice
QUESTION - 2
18

 A service owner is responsible for which of the
following?
a) Designing and documenting a Service
b) Carrying out the Service Operation activities needed to support a
Service
c) Producing a balanced scorecard showing the overall status of all
Services
d) Recommending improvements
QUESTION - 3
19

 A set of activities designed to achieve a specific
objective.
The above definition applies to a:
A. Service
B. Process
C. Function
D. Role
QUESTION - 4
20

 Which of the following statements are CORRECT about
Functions?
1. They provide structure and stability to organizations
2. They are self-contained units with their own capabilities and resources
3. They rely on processes for cross-functional coordination and control
4. They are costlier to implement compared to processes
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All of the above
d) None of the above
QUESTION - 5
21

22
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ITIL Training Module 1 Service Management Part 2

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ITIL Training Module 1 Service Management Part 2