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AXELOS - ITIL® Foundation

Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.

ITIL® is part of the AXELOS Global Best Practice Guidance.

Trademarks are properties of the holders, who are not affiliated with courseware author.

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AXELOS - ITIL® Foundation

  1. 1. PRINCE2®,P3O®,MSP®,MoP®,M_o_R®,MoV®,ITIL®,P3M3®areregisteredtrademarksofAXELOSLtd.Theswirllogo™isatrademarkofAXELOSLtd
  2. 2. Course administration Course introduction Start and finish Course style LunchCoffee and breaks M00 - Course introduction 2/13 | 2/370
  3. 3. Course objectives Course introduction  Getting to know the ITIL and it’s processes and functions of the model  Understanding terminology and scope  Introduction to service management  Understanding the ITIL process model Main goal  Attempt Foundation exam with confidence  Communicate freely within ITIL, understanding its principles and philosophy Secondary goal  Benefits and value of service management and ITIL M00 - Course introduction 3/13 | 3/370
  4. 4. Course introduction Let’s Get to Know Each Other  Please share with the class:  Your name and surname  Your organization  Your profession  Title, function, job responsibilities  Your background in IT  Your familiarity with the ITIL  Your familiarity with the IT service management  Your experience with ITIL/YASM/USMBoK  Your personal session expectations M00 - Course introduction 4/13 | 4/370
  5. 5. Day1 Module Subject Start End Total Time (in hours) 01 Defining service management and ITIL 09:00 10:00 01:00 02 IT Service Management practice 10:00 11:00 01:00 03 The ITIL Service Lifecycle 11:15 11:30 00:15 04 Service Strategy (SS) 11:30 13:00 01:30 Lunch 13:00 13:30 00:30 05 Service Design (SD) 13:30 16:30 03:00 Recap Day 1 16:30 17:00 00:30 Total Training Time 08:00 Course agenda - Day 1 Course introduction M00 - Course introduction 5/13 | 5/370
  6. 6. Day2 Module Subject Start End Total Time (in hours) Review Day 1 09:00 09:15 00:15 Service Design (SD) ctn. 09:15 11:00 01:45 07 Service Transition (ST) 11:00 13:00 02:00 Lunch 13:00 13:30 00:30 Service Transition (ST) ctn. 13:30 16:30 03:00 Recap Day 2 16:30 17:00 00:30 Total Training Time 08:00 Course agenda - Day 2 Course introduction M00 - Course introduction 6/13 | 6/370
  7. 7. Day3 Module Subject Start End Total Time (in hours) Review Day 1 09:00 09:15 00:15 11 Service Operation (SO) 09:15 11:00 01:45 12 Continual Service Improvement (CSI) 11:00 13:00 02:00 Lunch 13:00 13:30 00:30 Foundation exam 13:30 14:30 Total Training Time 04:30 Course agenda - Day 3 Course introduction M00 - Course introduction 7/13 | 7/370
  8. 8. ITIL Foundation certification Course introduction  Foundation Exam:  Paper based and closed book exam  Only pencil and eraser are allowed  Simple multiple (ABCD) choice exam  Only one answer is correct  40 questions, pass mark is 26 (65%)  1 hour exam  No negative points, no “Tricky Questions”  No pre-requisite for Foundation exam  Sample, one (official) mock exam is provided to you Candidates completing an examination in a language that is not their mother tongue, will receive additional time ITILFND09M00 - Course introduction 8/13 | 8/370
  9. 9. ITIL Qualification Scheme / ITIL Certification Roadmap Course introduction ITILFND09M00 - Course introduction 9/13 | 9/370
  10. 10. ITIL official handbooks and examination syllabus Course introduction ITIL syllabus section code and title ITILFND01 Service management as a practice ITILFND02 The ITIL service lifecycle ITILFND03 Generic concepts and definitions ITILFND04 Key principles and models ITILFND05 Processes ITILFND06 Functions ITILFND07 Roles ITILFND08 Technology and architecture ITILFND09 Competence and training ITILFND10 Mock exam Syllabus Handbook Page Module slide number / total module slides Slide number / total slides Module number and name ITIL handbook page ITIL syllabus section code M00 - Course introduction 10/13 | 10/370
  11. 11. ITIL interactive study guide mind map Course introduction See Appendix #2 for more mind maps from AXELOS Global Best Practice M00 - Course introduction 11/13 | 11/370
  12. 12. ITIL interactive glossary Course introduction quizlet.com/42710414/ M00 - Course introduction 12/13 | 12/370
  13. 13. About course author - Mirosław Dąbrowski twitter.com/mirodabrowski linkedin.com/in/miroslawdabrowski google.com/+miroslawdabrowski miroslaw_dabrowski www.miroslawdabrowski.com Mirosław Dąbrowski Agile Coach, Trainer, Consultant (former JEE/PHP developer, UX/UI designer, BA/SA) Creator Writer / Translator Trainer / Coach • Creator of 50+ mind maps from PPM and related topics (2mln views): miroslawdabrowski.com • Lead author of more than 50+ accredited materials from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc. • Creator of 50+ interactive mind maps from PPM topics: mindmeister.com/users/channel/2757050 • Product Owner of biggest Polish project management portal: 4PM: 4pm.pl (15.000+ views each month) • Editorial Board Member of Official PMI Poland Chapter magazine: “Strefa PMI”: strefapmi.pl • Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods translator for Polish language • English speaking, international, independent trainer and coach from multiple domains. • Master Lead Trainer • 11+ years in training and coaching / 15.000+ hours • 100+ certifications • 5000+ people trained and coached • 25+ trainers trained and coached linkedin.com/in/miroslawdabrowski Agile Coach / Scrum Master PM / IT architect Notable clients • 8+ years of experience with Agile projects as a Scrum Master, Product Owner and Agile Coach • Coached 25+ teams from Agile and Scrum • Agile Coach coaching C-level executives • Scrum Master facilitating multiple teams experienced with UX/UI + Dev teams • Experience multiple Agile methods • Author of AgilePM/DSDM Project Health Check Questionnaire (PHCQ) audit tool • Dozens of mobile and ecommerce projects • IT architect experienced in IT projects with budget above 10mln PLN and timeline of 3+ years • Experienced with (“traditional”) projects under high security, audit and compliance requirements based on ISO/EIC 27001 • 25+ web portal design and development and mobile application projects with iterative, incremental and adaptive approach ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank, Descom, Ericsson, Ericpol, Euler Hermes, General Electric, Glencore, HP Global Business Center, Ideo, Infovide-Matrix, Interia, Kemira, Lufthansa Systems, Media-Satrun Group, Ministry of Defense (Poland), Ministry of Justice (Poland), Nokia Siemens Networks, Oracle, Orange, Polish Air Force, Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom, Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy, Tieto, University of Wroclaw, UBS Service Centre, Volvo IT… miroslawdabrowski.com/about-me/clients-and-references/ Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management, Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern, DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0, ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development / Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM Simulation … M00 - Course introduction 13/13 | 13/370
  14. 14. Agenda Defining service management and ITIL 1. Defining service management and ITIL 2. IT Service Management practice 3. The ITIL Service Lifecycle 4. Service Strategy (SS) 5. Service Design (SD) 6. Service Transition (ST) 7. Service Operation (SO) 8. Continual Service Improvement (CSI) M01 - Defining service management and ITIL 2/34 | 15/370
  15. 15. Obstacles prevent effective engagement between business and IT Defining service management and ITIL IT Seen as Black Box:  Business lacks visibility  Poor customer satisfaction Overwhelming Demand: • Unstructured capture of requests and ideas • No formal process for prioritization and trade-offs • Reactive vs. proactive IT and Business divide:  Business thinks in IT servies  IT delivers in technology terms M01 - Defining service management and ITIL 3/34 | 16/370
  16. 16. Disparate solutions/systems reduce efficiency Defining service management and ITIL No Single System of Record for Decision Making Relevant Metrics Hard to Obtain Disparate Systems Costly to Maintain and Upgrade M01 - Defining service management and ITIL 4/34 | 17/370
  17. 17. IT Governance Landscape Defining service management and ITIL M01 - Defining service management and ITIL 5/34 | 18/370
  18. 18. Defining service management and ITIL Governance  Governance - 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  Early Governance  In the form of controls  Everyday operations of the mainframe controlled  Early 90s  Distributed processing introduced in IT  Distributed processing  n-tier processing, the Internet, and increasing virtualization make governance and controls less prevalent SS, 25ITILFND03M01 - Defining service management and ITIL 6/34 | 19/370
  19. 19. Defining service management and ITIL IT Governance  IT Governance - provides leadership, defines organizational structures, defines processes “IT governance is the responsibility of the board of directors and executive management. It is an integral part of enterprise governance and consists of the leadership, organizational structures and processes that ensure that the organization’s IT sustains and extends the organization’s strategies and objectives.” IT Governance Institute (2003). Board Briefing on IT Governance, 2nd edition SS, 25ITILFND03M01 - Defining service management and ITIL 7/34 | 20/370
  20. 20. Standards and best practices a.k.a. “forest of methodologies” Defining service management and ITIL ITIL DSDM PRINCE2 AgilePM AgilePgM OPBOK TOGAF M_o_R MoP MoVCOSO MSP ASL BiSL ISO 31000 ISO/IEC 20000 ISO/EIC 27001 COBIT PMBOK ITILFND01M01 - Defining service management and ITIL 8/34 | 21/370
  21. 21. ITIL Defining service management and ITIL ITILFND01 “The ITIL is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM).” M01 - Defining service management and ITIL 9/34 | 22/370
  22. 22. Defining service management and ITIL Basic information about ITIL  ITIL is a registered trademark of AXELOS Ltd.  ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000  ITIL is in the public domain  ITIL is vendor-neutral  ITIL is used by the largest companies leveraging IT  ITIL is non-prescriptive  ITIL is process based  adopt and adapt principle  ITIL is a set of best practices  ITIL is no longer an acronym for Information Technology Infrastructure Library ITILFND01 Quite often organisations see their hardware/software assets as value. Does you and your organisation sees processes as a valuable asset? M01 - Defining service management and ITIL 10/34 | 23/370
  23. 23. Relationship with other AXELOS Global Best Practices and Models Defining service management and ITIL The Portfolio, Programme, and Project Management Maturity Model (P3M3) ITIL Maturity Model (IMM) ITILPortfolio, Programme and Project Offices (P3O) Management of Value (MoV) Management of Risk (M_o_R) Best practice guides AXELOS common glossary PRINCE2 Maturity Model (P2MM) Models (MoP) Management of Portfolios (MSP) Managing Successful Programmes (PRINCE2) PRojects IN Controlled Environments Portfolio Office Programme Office Project Office RESILIA M01 - Defining service management and ITIL 11/34 | 24/370
  24. 24. ITIL Maturity Model Defining service management and ITIL M01 - Defining service management and ITIL 12/34 | 25/370
  25. 25. M01 - Defining service management and ITIL 13/34 | 26/370
  26. 26. ITIL History Defining service management and ITIL 1980s 1989 – 1996 2000 – 2001 2007 2011 2014 ITIL V1 • first publication - HelpDesk (1998) • 34 volumes ITIL V2 • process approach • Service Delivery • Service Support ITIL V3 (30 may 2007) • ITIL Refresh project (11.2004 – 05.2007) • ITIL Refresh Development Programme Board • Extensive cooperation on a global scale: itSMF, EXIN, ISEB, APMG, ISO, TSO, Jim Clinch, Sharon Taylor (ITIL Lead Architect) • Model the life cycle of services described in 5 publications Significant upgrade to version 3 • include all items that describe the life cycle of services • summary of updates in the position: „ITIL 2011 – Summary of Updates” AXELOS Limited • AXELOS has a majority stake in the products Best Practice Management • Rebranding the entire Best Management Practice to AXELOS Global Best Practice M01 - Defining service management and ITIL 14/34 | 27/370
  27. 27. Selected benefits of using ITIL Defining service management and ITIL  Improving cooperation of IT – Business/Customer  Greater involvement of IT  IT as a partner, not the supplier  Improve resource utilization  Decrease rework  Improve upon project deliverables and time  Improve availability, reliability and security of mission critical IT services  Provide services that meet business, customer, and user demands  Integrate central processes  Document and communicate roles and responsibilities in service provision M01 - Defining service management and ITIL 15/34 | 28/370
  28. 28. Real World Benefits of using ITIL Defining service management and ITIL  Procter & Gamble  Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million.  Caterpillar  Embarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.  Nationwide Insurance  Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The company estimates a $4.3 million ROI over the next three years.  Capital One  An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” incidents by 2003. Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006 M01 - Defining service management and ITIL 16/34 | 29/370
  29. 29. Defining service management and ITIL Service, Outcome  Service - means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks  Internal Services  External Services  Outcome - the result of carrying out an activity, following a process, or delivering an IT service  The term is used to refer to intended results as well as to actual results SS, 13, 35ITILFND01, ITILFND03M01 - Defining service management and ITIL 17/34 | 30/370
  30. 30. Anatomy of a Service (technical view) Defining service management and ITIL Applications FirewallNetwork Switch Load Balancer Portal Identity Manager Web Servers Router SAP PSFT Siebel 3rd Party Applications Databases Mainframe Database Web Services M01 - Defining service management and ITIL 18/34 | 31/370
  31. 31. Internal, External Business services Defining service management and ITIL The business Business Units (internal customers) External customer IT department Resources Capabilities Business services Internal services External services ©AXELOSLtd.2013.MaterialisreproducedunderlicencefromAXELOS. SS, 13, 35ITILFND01 External customer External customer External customer External customer External customer M01 - Defining service management and ITIL 19/34 | 32/370
  32. 32. Defining service management and ITIL Classification of services  Services can be discussed in terms of how they relate to one another and their customers  Core Service - a service that delivers the basic outcomes desired by one or more customers  Enhancing Service - a service that is added to a core service to make it more attractive to the customer  Enhancing services are not essential to the delivery of a core service but are used to encourage customers to use the core services or to differentiate the service provider from its competitors  Enabling Service - a service that is needed in order to deliver a core service  Enabling services may or may not be visible to the customer, but they are not offered to customers in their own right  Supporting Service - service that is not directly used by business organization, but is required by the provider of services for the delivery of services aimed at the consumer ITILFND03M01 - Defining service management and ITIL 20/34 | 33/370
  33. 33. Defining service management and ITIL Stakeholders  Stakeholders - any person, group of people or organization affected by a process or associated with the process  Stakeholders may include customers, partners, employees, owners, users etc. … ITILFND01M01 - Defining service management and ITIL 21/34 | 34/370
  34. 34. Defining service management and ITIL Stakeholders - Internal, External Customer  Customer - someone who buys goods or services  The customer of an IT service provider is the person or group who defines and agrees the service level targets  Internal Customer - a customer who works for the same business as the IT service provider  Provider and internal customers are parts of the same organisation  External Customer - a customer who works for a different business from the IT service provider  Provider and external customer are separate units that belong to separate organizations  Both types must be provided with the agreed level of service and the same levels of customer service  Services are often designed, transitioned, delivered and improved in different ways SS, 17ITILFND01, ITILFND03M01 - Defining service management and ITIL 22/34 | 35/370
  35. 35. Defining service management and ITIL Stakeholders - User  User - a person who uses the IT service on a day-to-day basis  Users are distinct from customers, as some customers do not use the IT service directly SS, 17ITILFND03M01 - Defining service management and ITIL 23/34 | 36/370
  36. 36. Defining service management and ITIL Stakeholders - Supplier  IT Service Provider - a service provider that provides IT services to internal or external customers  Both internal IT department or an independent company  Supplier - a third party responsible for supplying goods or services that are required to deliver IT services like network and telecom services, hardware maintenance, datacentre services, hosting, collocation etc. SS, 17ITILFND03M01 - Defining service management and ITIL 24/34 | 37/370
  37. 37. Defining service management and ITIL Process  Process - a structured set of activities designed to accomplish a specific objective  A process is measurable and performance driven  It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs  A process may define policies, standards, guidelines, activities and work instructions if they are needed  A process takes one or more defined inputs and turns them into defined outputs  A process exists to deliver a specific, identifiable and countable result  A process must meet expectations of all internal and external customers SS, 22 - 23ITILFND01M01 - Defining service management and ITIL 25/34 | 38/370
  38. 38. Process model Defining service management and ITIL ©AXELOSLtd.2013.MaterialisreproducedunderlicencefromAXELOS. ITILFND01M01 - Defining service management and ITIL 26/34 | 39/370
  39. 39. Process components Defining service management and ITIL ©AXELOSLtd.2013.MaterialisreproducedunderlicencefromAXELOS. ITILFND01 SS, 21 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 enables Triggers Process inputs Process outputs Including process Reports and reviews M01 - Defining service management and ITIL 27/34 | 40/370
  40. 40. Characteristics of a process Defining service management and ITIL Measurable  Performance driven  Cost, quality, duration, productivity … Specific results  Delivery of a specific output/result  Individually identifiable and countable Stakeholders  Delivery of result to a customer or stakeholder  Meeting customers' expectations  Could be internal or external Originating from a certain event  Traceable to a specific trigger  Responds to a specific event or is triggered at certain dates ITILFND01M01 - Defining service management and ITIL 28/34 | 41/370
  41. 41. Activity, Function, Role  Function - a team or group of people and the tools or other resources they use to carry out one or more processes or activities - for example, the service desk  Role - a set of responsibilities, activities and authorities assigned to a person or team  A role is defined in a process or function  One person or team may have multiple roles  Activity - a set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans, and are documented in procedures Defining service management and ITIL SS, 22 - 23ITILFND01M01 - Defining service management and ITIL 29/34 | 42/370
  42. 42. Defining service management and ITIL Process Roles  Process owner  Ensures a process is fit for purpose  Accountable for process being performed to agreed standard  Process manager  Accountable for operational management of a process  May be several (e.g. regional) process managers per process  Possible to combine with process owner role  Process practitioner  Responsible for carrying out one or more process activities  Possible to combine with process manager role M01 - Defining service management and ITIL 30/34 | 43/370
  43. 43. Service components Defining service management and ITIL OLAs contracts Supporting services Support teams Service management processes Business process 1 Business process 2 Business process N Policy / Strategy Governance / Compliance SLA / SLR Costs / Price Service Infrastructure Environment Data Applications Business Process management Requirements / Needs Suppliers UTILITY WARRANTY Resources and capabilities ©AXELOSLtd.2013.MaterialisreproducedunderlicencefromAXELOS. M01 - Defining service management and ITIL 31/34 | 44/370
  44. 44. Module review and summary  Basic information about ITIL  ITIL History  Definitions  Service  Outcome  Internal, External Business services  Customer  User  Supplier  Process  Function  Activity  Role  Definitions  Governance  IT Governance Defining service management and ITIL M01 - Defining service management and ITIL 32/34 | 45/370
  45. 45. Q&A Defining service management and ITIL M01 - Defining service management and ITIL 33/34 | 46/370
  46. 46. I hope you enjoyed this presentation. If so, please like, share and leave a comment below. Endorsements on LinkedIn are also highly appreciated!  (your feedback = more free stuff)  MIROSLAWDABROWSKI.COM/downloads

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