ITIL Training Module 1 Service Management Part 2

ITIL® KEY CONCEPTS &SERVICE MANAGEMENT AS

PRACTICE

Module1 – Part 2

ITIL TRAINING

2

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

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PROCESS MODELProcess control

Process ownerProcess policy

Process objectives

Processdocumentation Process feedback

Process activitiesProcess metrics

Process roles

Process procedures

Process improvements

Process work instructions

Process resources Processcapabilities

Process

Process enablers

Triggers

Processinputs

Processoutputs

Including processReports and

reviews

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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



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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



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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



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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



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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



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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



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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



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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



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EXAMPLE RACI MATRIX

ACTIVITY USER SERVICE DESK OPERATOR

PROBLEM MANAGER

SUPPORTGROUPS

INCIDENTMANAGER (PROCESS OWNER)

REPORT R I R ALOG CALL R ACATEGORIZE C/I R I C/I ADIAGNOSE C/I R I R ARESOLVE I R I R ACLOSE C R I APROCESS IMPROVEMENT C/I C/I C/I C/I A/R



INCIDENT MANAGEMENT

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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



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GOVERNANCE..2

POLICY

Rules about boundaries, how decisions are made and how money is spent

PLANWhat the organization actually decides to do

Corporate governance(Conformance)

Business governance(Performance)



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ITIL® Key Concepts Summary

Why Do We Need It Service ManagementWhat Is ITIL®?Why Itil® Is So Successful? Service Management As PracticeStakeholdersProcessFunctionsRoles and ResponsibilitiesRACIGovernance

SUMMARY



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MODULE QUIZ



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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

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This information is part of the official ITIL® sample examination paper.

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ITIL® is a __________ __________ framework.

A. Good Practice

B. Industry Practice

C. International Practice

D. Best Practice

QUESTION - 2



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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



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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



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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



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ITIL Training Module 1 Service Management Part 2

Education