Table Of ContentBecome ITIL
Foundation Certified
in 7 Days
Learning ITIL Made Simple with
Real-life Examples
—
Abhinav Krishna Kaiser
Become ITIL
Foundation Certified
in 7 Days
Learning ITIL Made Simple with
Real-life Examples
Abhinav Krishna Kaiser
Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with
Real-life Examples
Abhinav Krishna Kaiser
Toongabbie, New South Wales, Australia
ISBN-13 (pbk): 978-1-4842-2163-1 ISBN-13 (electronic): 978-1-4842-2164-8
DOI 10.1007/978-1-4842-2164-8
Library of Congress Control Number: 2016963207
Copyright © 2017 by Abhinav Krishna Kaiser
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Contents at a Glance
About the Author �����������������������������������������������������������������������������xv
About the Technical Reviewer �������������������������������������������������������xvii
Acknowledgments ��������������������������������������������������������������������������xix
Preface �������������������������������������������������������������������������������������������xxi
Introduction ����������������������������������������������������������������������������������xxiii
■ Chapter 1: Service Management as a Practice ������������������������������1
■ Chapter 2: Generic Concepts ��������������������������������������������������������17
■ Chapter 3: ITIL Service Lifecycle ��������������������������������������������������33
■ Chapter 4: Service Strategy ����������������������������������������������������������45
■ Chapter 5: Service Design ������������������������������������������������������������65
■ Chapter 6: Service Transition �����������������������������������������������������115
■ Chapter 7: Service Operations ����������������������������������������������������155
■ Chapter 8: Continual Service Improvement ��������������������������������209
■ Chapter 9: ITIL Foundation Exam Tips and Tricks �����������������������227
Index ����������������������������������������������������������������������������������������������243
v
Contents
About the Author �����������������������������������������������������������������������������xv
About the Technical Reviewer �������������������������������������������������������xvii
Acknowledgments ��������������������������������������������������������������������������xix
Preface �������������������������������������������������������������������������������������������xxi
Introduction ����������������������������������������������������������������������������������xxiii
■ Chapter 1: Service Management as a Practice ������������������������������1
1.1 Importance of Service Management ..............................................1
1.2 Introduction to IT Service Management .........................................2
1.3 Welcome to the World of ITIL ..........................................................2
1.4 Why ITIL Is Successful ....................................................................3
1.4.1 ITIL Is Based on Best Practices ....................................................................4
1.4.2 ITIL Is Nonprescriptive ..................................................................................4
1.4.3 ITIL Is Vendor and Technology Neutral ..........................................................4
1.4.4 ITIL Is Nonproprietary ...................................................................................4
1.5 Best Practices Trump Proprietary Knowledge ................................5
1.6 Introduction to IT Service ...............................................................5
1.6.1 Understanding the Definition ........................................................................5
1.6.2 Understanding ITIL with a Non-IT Example ..................................................6
1.7 Main Stakeholders in Service Management ..................................7
1.7.1 Customers ....................................................................................................7
1.7.2 Users ............................................................................................................7
1.7.3 Suppliers ......................................................................................................7
vii
■ Contents
1.8 Internal and External Customers ....................................................8
1.8.1 The Concept ..................................................................................................8
1.8.2 The Difference ..............................................................................................9
1.9 Processes .......................................................................................9
1.9.1 Characteristics of a Process .......................................................................10
1.9.2 T he Process Model .....................................................................................11
1.10 Functions ...................................................................................12
1.11 Intersect Between Processes and Functions .............................13
1.12 Practice Exercises ......................................................................14
1.13 Summary ....................................................................................15
■ Chapter 2: Generic Concepts ��������������������������������������������������������17
2.1 Utility and Warranty ......................................................................17
2.1.1 Elements That Create Value ........................................................................18
2.1.2 Utility of a Service ......................................................................................19
2.1.3 W arranty of a Service .................................................................................20
2.2 Assets, Resources, and Capabilities .............................................22
2.2.1 Resources ...................................................................................................23
2.2.2 Capabilities .................................................................................................23
2.2.3 Assets .........................................................................................................24
2.3 Types of Service Providers ...........................................................24
2.3.1 T ype 1: Internal Service Provider ................................................................24
2.3.2 T ype 2: Shared Service Unit ........................................................................25
2.3.3 T ype 3: External Service Provider ...............................................................25
2.4 Types of Services .........................................................................25
2.4.1 Core Service ...............................................................................................26
2.4.2 Enabling Service .........................................................................................26
2.4.3 Enhancing Service ......................................................................................27
viii
■ Contents
2.5 Contracts and Agreements ...........................................................27
2.5.1 Service-Level Agreement ...........................................................................27
2.5.2 Operational-Level Agreement .....................................................................28
2.5.3 Underpinning Contract................................................................................29
2.6 Practice Exercises ........................................................................30
2.7 Summary ......................................................................................31
■ Chapter 3: ITIL Service Lifecycle ��������������������������������������������������33
3.1 ITIL Service Lifecycle ...................................................................33
3.1.1 Service Strategy .........................................................................................36
3.1.2 Service Design ...........................................................................................36
3.1.3 Service Transition .......................................................................................37
3.1.4 Service Operations .....................................................................................37
3.1.5 Continual Service Improvement .................................................................38
3.2 ITIL Roles ......................................................................................39
3.2.1 Roles vs. Designations ...............................................................................39
3.2.2 Generic vs. Specific ....................................................................................39
3.2.3 Generic Role: Service Owner ......................................................................39
3.2.4 Generic Role: Process Owner .....................................................................40
3.2.5 Generic Role: Process Manager ..................................................................40
3.2.6 Generic Role: Process Practitioner .............................................................41
3.3 RACI Matrix ..................................................................................41
3.3.1 Understanding RACI with an Example ........................................................42
3.3.2 Ground Rules on RACI Matrix .....................................................................42
3.4 Practice Exercises ........................................................................43
3.5 Summary ......................................................................................44
ix
■ Contents
■ Chapter 4: Service Strategy ����������������������������������������������������������45
4.1 Purpose of Service Strategy .........................................................45
4.1.1 Perspective .................................................................................................46
4.1.2 Positions .....................................................................................................46
4.1.3 Plans ...........................................................................................................46
4.1.4 Patterns ......................................................................................................47
4.2 Objectives of Service Strategy .....................................................47
4.3 Value of Service Strategy .............................................................47
4.4 Value Creation ..............................................................................48
4.5 Patterns of Business Activity ........................................................50
4.5.1 PBA with Example ......................................................................................50
4.6 Risk Management ........................................................................51
4.6.1 Risk Assessment ........................................................................................52
4.6.2 Risk Management.......................................................................................53
4.7 Governance ..................................................................................53
4.8 Service Strategy Processes .........................................................54
4.8.1 Service Portfolio Management ...................................................................54
4.8.2 Financial Management for IT Services .......................................................58
4.8.3 Business Relationship Management ..........................................................61
4.9 Practice Exercises ........................................................................62
4.10 Summary ....................................................................................63
■ Chapter 5: Service Design ������������������������������������������������������������65
5.1 Purpose of Service Design ...........................................................65
5.2 Objectives of Service Design .......................................................66
5.3 Value of Service Design................................................................67
x
■ Contents
5.4 Four Ps of Service Design ............................................................68
5.4.1 Processes ...................................................................................................68
5.4.2 Product .......................................................................................................69
5.4.3 People .........................................................................................................69
5.4.4 Partners ......................................................................................................69
5.5 Five Aspects of Service Design ....................................................69
5.5.1 Service Solutions for New or Changed Services ........................................70
5.5.2 Management Information Systems and Tools ............................................70
5.5.3 T echnology and Management Architecture ................................................71
5.5.4 Processes ...................................................................................................71
5.5.5 Measurement Methods and Metrics ...........................................................71
5.6 Service Design Package...............................................................71
5.7 Service Design Processes ............................................................72
5.7.1 Service-Level Management ........................................................................73
5.7.2 Service Catalog Management ....................................................................81
5.7.3 Information Security Management .............................................................86
5.7.4 Supplier Management ................................................................................89
5.7.5 Availability Management ............................................................................94
5.7.6 Capacity Management ..............................................................................100
5.7.7 IT Service Continuity Management...........................................................103
5.7.8 Design Coordination .................................................................................108
5.8 Practice Exercises ......................................................................110
5.9 Summary ....................................................................................113
■ Chapter 6: Service Transition �����������������������������������������������������115
6.1 Objectives of Service Transition .................................................115
6.2 Scope of Service Transition ........................................................116
6.3 Value of Service Transition .........................................................117
xi
