1. ITIL® Foundation Certificate
in IT Service Management
Training Course
Legal Notice
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries
The Swirl logo™ is a Trade Mark of the Cabinet Office
This training material is composed of two types of content:
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2) Content which has been either excerpted from or based on one or more of the following Cabinet
Office ITIL publications: Service Strategy (ISBN 978-0-11-331045-6), Service Design (ISBN 978-0-11-
331047-0), Service Transition (ISBN 978-0-11-331048-7), Service Operation (ISBN 978-0-11-331046-3),
Continual Service Improvement (ISBN 978-0-11-331049-4). © Crown Copyright 2007. Reproduced
under Licence from the Cabinet Office. Where applicable, this content is identified by the framed
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2. Audience
● Individuals who require a basic understanding
of the ITIL framework.
● IT professionals that are working within an
organization that has adopted and adapted
ITIL.
● Individuals seeking the ITIL Expert Certificate
in IT Service Management, for which this
qualification is a prerequisite.
● Individuals seeking progress toward the ITIL
Master Certificate in IT Service
Management, for which the ITIL Expert is a
prerequisite.
● This may include:
– IT professionals
– Business managers
Slide
– Business process owners
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3. Class Schedule
Day Segment Start End Dur.
time time (min.)
Course introduction 9:00 10:00 60
1: Industry Best Practices 10:00 11:00 60
Coffee break 11:00 11:15 15
Exercises for unit 1 11:15 11:45 30
2: Service Management as a Practice 11:45 13:45 120
1 Lunch break 13:45 14:45 60
Exercises for unit 2 14:45 15:15 30
3: Service Strategy 15:15 17:15 120
Coffee break 17:15 17:30 15
Exercises for unit 3 17:30 18:00 30
4: Service Design (part 1) 18:00 19:00 60
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4. Reference Literature
Course literature
• The five core CO (the Cabinet Office) ITIL v3 books published by TSO
(The Stationery Office):
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• The Official Introduction to the ITIL Service Lifecycle
Published by TSO (The Stationery Office)
2007
• Passing your ITIL Foundation Exam - The Official Study Aid
Published by TSO (The Stationery Office)
2007
• Foundations of IT Service Management Based on ITIL V3
Published by Van Haren Publishing
2007
• An Introductory Overview of ITIL V3 (E-Book)
Published by the UK Chapter of the itSMF
2007
• ITIL glossary of terms
© Crown Copyright the Cabinet Office
2011
• CO ITV3F course syllabus
© CO (the Cabinet Office)
2011
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5. Unit Contents
1 Industry Best Practices
1.1 Best Practices in the Public Domain
1.2 Basic Concepts and Background of ITIL
1.3 Industry Standards
1.4 Frameworks
1.5 Models and Quality Systems
1.6 Company Standards and Frameworks
2 Service Management as a Practice
2.1 Service
2.2 Internal and External Customers
2.3 Internal and External Services
2.4 Service Management
2.5 IT Service Management
2.6 Stakeholders in Service Management
2.7 Processes and Functions
2.8 The Process Model and the Characteristics of Processes
2.9 Integration of Service Management Processes through Service Automation
2.10 Structure of the ITIL Service Lifecycle
2.11 Why ITIL is Successful
2.12 ITIL Roles
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6. Preamble: ITIL V3 Processes and Functions
© Crown Copyright 2007. Reproduced under Licence from the Cabinet Office
Legend: P = Process Event Management P
What is ITIL?
Design Coordination P F = Function Incident Management P
A set of best
practices for IT Service Catalogue
P Transition Planning and
P Request Fulfilment P
Management Support
Service
Management. Service Level
Management P Change Management P Problem Management P
Strategy Management for
IT Services P Availability Management P Service Asset and
Configuration Management P Access Management P
Service Portfolio
Management P Capacity Management P Release and Deployment
Management P Service Desk F
Financial Management for
IT Services P IT Service Continuity
Management P Service Validation and
Testing P Technical Management F
Demand Management P Information Security
Management P Change Evaluation P IT Operations
Management F
Business Relationship
Management P Supplier Management P Knowledge Management P Application Management F
Service Service Service Service
Strategy Design Transition Operation
Continual Service Improvement (CSI)
The Seven-Step Improvement Process P
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7. 1 Industry Best Practices
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8. 1.1 Best Practices in the Public Domain
Industry Best
Practices
● Best practices enable organizations to:
Close gaps in capabilities
Best practices
Become more competitive
● Sources for best practice:
Public frameworks
Standards
Proprietary knowledge
ITIL is the most widely recognized and trusted source of
best-practice guidance in the area of ITSM.
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9. 1.2 Basic Concepts and Background of ITIL
Industry Best
Practices
ITIL: A customizable set of best practices designed to promote
ITIL
quality IT services.
● Provides a systematic, process-based approach to the
provisioning and management of IT services.
● The processes identified apply to all aspects of IT
infrastructure.
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10. 1.2 Basic Concepts and Background of ITIL
Industry Best The stages in the service lifecycle approach to IT Service
Practices
Management are:
ITIL
Service Service
Operation Design
Continual Service
Service Improvement
Strategy
Service
Transition
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11. 2.3 Internal and External Services
Internal and external services
External External External External External External
customer customer customer customer customer customer
The business
Business unit Business unit
(internal customer) (internal customer) © Crown copyright 2007.
Reproduced under
licence from the Cabinet
Office
IT
IT department IT department IT department
External customer-facing services
IT services Internal customer-facing services
Supporting services (internal)
Business services and products
provided by other business
units
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12. 2.8 The Process Model and the Characteristics of Processes
Process model
Process control
Policy
Owner Objectives
Triggers Documentation Feedback
Process
Metrics
Activities Roles
Inputs Procedures Improvements Outputs
Work Including process
instructions
reports and reviews
Process enablers
Resources Capabilities
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
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13. 3.3.1 Value Creation through Services
Service
Strategy Services are designed, built and
delivered with both utility and warranty.
Value of a
service
UTILITY
Performance supported? T/F
OR
Constraints removed?
Fit for
purpose? Value-created
AND
Available enough? T/F
Fit for use?
Capacity enough?
AND T/F
Continuous enough?
T: True
Secure enough? F: False
WARRANTY
© Crown copyright 2007. Reproduced
under licence from the Cabinet Office.
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14. 3.3.1 Value Creation through Services
Service Components of value
Strategy
Creating value Business
outcomes
Value
Preferences Perceptions
© Crown copyright 2007. Reproduced
under licence from The Cabinet Office.
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15. 3.3.1 Value Creation through Services
Service
How customers perceive value
Strategy Positive Negative
difference difference
Creating value Losses from
– Net
utilizing the
service
difference
Gains from
utilizing the +
service
under licence from The Cabinet Office.
© Crown copyright 2007. Reproduced
Based on DIY strategy or
existing arrangements
Reference Economic value of
value service
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16. 3.4.1 Service Portfolio Management
Service
Strategy The service portfolio
Service portfolio
The Service
Portfolio
Service Retired
Service catalogue
pipeline services
Configuration management system
Supplier and contract Customer
Customer Application Project
management agreement CMDB
portfolio portfolio portfolio
information system portfolio
© Crown copyright 2007. Reproduced
under licence from the Cabinet Office
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17. 4.4.1 Service Level Management (SLM)
The service level management process
The business
Business unit A Business unit B
3 6
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Business 2 Business 5
process 1 process 4
SLM
SLA(s) D E F
Service A B C
SLR(s)
Service
catalogue Assist with the
service catalogue and
maintain document
Determine, document Monitor service Conduct service templates
and agree requirements performance against reviews and instigate
for new services SLRs SLA and produce improvements within Design SLA
and make SLAs service reports overall SIP frameworks and
document procedures
and standards
Develop contacts and Collate, measure and
relationships, record improve customer
and manage complaints satisfaction Service Provide
and compliments reports management
information
Review and revise SLAs,
service scope and Underpinning
OLAs underpinning contracts
agreements
Business Teams Suppliers
relationship
management (ii) (ii)
Support team (I) Supplier (I)
Supplier management
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18. 4.4.2 Service Catalogue Management
Service Design A two-view service catalogue
The service catalogue
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Service Business Business Business Business/customer
service catalogue view
catalogue process 1 process 2 process 3
Service A Service B Service C Service D Service E
Service 1 Service 2 Service 3 Service 4 Service 5 Service 6
Technical/supporting service catalogue view
Links to
related
information
Service assets/configuration records
Key = Customer-facing services = Supporting services
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19. 5.4.1 Service Asset and Configuration Management (SACM)
Example of relationships between the CMS and SKMS
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
SKMS
The CMS is Some CIs (such as
part of the SLAs or release
SKMS CMS plans) are in the
SKMS
Configuration Each configuration
records are record points to and
stored in describes a CI
CMDBs in the
CMS
 Other CIs (such as
users and servers)
are outside the
SKMS
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20. 5.4.2 Change Management
Service
Transition Scope
It covers changes to all configuration items across the whole
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Change service lifecycle.
Management
Business Service provider Supplier
Strategic Manage the Manage the
Manage IT services supplier’s
change business
business
Tactical Manage the Service Manage
change business portfolio external
processes services
Service
change
Operational Manage Service External
change business operations operations
operations
Scope of change management
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21. 5.4.2 Change Management
Interfaces between change management
and service asset and configuration management
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Change management
Raise and Assess Authorize/ Coordinate Review Close
record change change reject change change change
request change implementation*
Release and deploy
new/changed CIs
Service asset and configuration management
Identify Capture
Reports Update Audit Check
Affected release and
and audits records items records
items environment
updated
baselines
Configuration management system
* Includes build and test where applicable
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22. 5.4.2 Change Management
Example of a process flow for a normal change
Role
Create RFC
Change
initiator
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Record RFC
Change
Change proposal management Requested
(optional)
Review RFC
Change
Activities assigned to the role ‘change management Ready for evaluation
management’ may be carried out by a Assess and evaluate
change practitioner, a change authority change
or the change management process Change
Update information in CMS
owner, depending on organizational management Ready for decision Work flows
design. Rejected Authorize change
Change build and test
authority Authorized
Rejected Coordinate change
Change build and test*
*Activities to plan, create and deploy
releases are part of the release and management Created Work flows
deployment management process. Authorize change
Change deployment
authority Scheduled
Coordinate change
Change
deployment*
management Implemented Work flows
Review and close
change record
Change management, Closed
change authority, change
initiator
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23. 5.4.3 Release and Deployment Management
Phases of release and deployment management
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Change management
Auth Auth Auth Auth Auth
Auth Auth
Authorize Authorize Authorize Authorize Post-
release planning build and test check-in to DML deployment/ implementation
transfer/retirement review
Release and
Release build Review and
deployment Deployment
and test close
planning
Deployment
Transfer
Auth Change management authorization
Retirement
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24. 5.4.4 Knowledge Management
Service Relationship of the CMDB, the CMS and the SKMS
Transition
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
SKMS Service knowledge Support for decisions
management system
Support for delivery of services
Configuration management system
Configuration management
databases
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25. 6.4.1 Incident Management
Service Simple priority coding system
Operation
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
Impact, urgency Impact
and priority
High Medium Low
High
Urgency 1 2 3
Medium 2 3 4
Low 3 4 5
Priority
Description Target resolution time
code
1 Critical 1 hour
2 High 8 hours
3 Medium 24 hours
4 Low 48 hours
5 Planning Planned
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26. 6.5.4 IT Operations Management
Service operation functions
Service
Operation IT operations management
Technical IT operations Application
Service desk Control
management management
Console management/
operations bridge
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
IT Operations Mainframe Financial
Management Job scheduling apps
Backup and restore
Print and output management HR
Server
apps
Facilities management
Data centres Business
Network
Recovery sites apps
Consolidation
Storage Contracts
Database
Directory
services
Desktop
Middleware
Internet/ web
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27. 7.3.1 The Continual Service Improvement Approach
Continual
Service Continual service improvement approach
Improvement
Business vision,
What is the vision? mission, goals and
CSI approach objectives
Baseline
Where are we now?
assessments
How do we keep the Where do we want Measurable
momentum going? to be? targets
How do we get Service and process
there? improvement
Measurements &
Did we get there?
metrics
© Crown copyright 2007. Reproduced
under licence from The Cabinet Office.
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28. 7.3.2 The Deming Cycle (Plan, Do, Check, Act)
Continual
Service Continuous quality control and consolidation
Improvement
Plan Project Plan
The Deming Do Project
Cycle Check Audit
Act New Actions
Maturity Level
ACT PLAN
Business
IT
alignment
CHECK DO
Effective Quality
Improvement
Consolidation of the level reached
i.e. Baseline
Timescale
© Crown copyright 2007. Reproduced under licence from The Cabinet Office.
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29. 7.4.1 The Seven-Step Improvement Process
The seven-step improvement process
Wisdom 1. Identify the strategy for 2. Define what you will measure Data
improvement
• Vision
© Crown copyright 2007. Reproduced under licence from the Cabinet Office
• Business need
• Strategy
• Tactical goals
• Operational goals
7. Implement improvement PLAN 3. Gather the data
• Who? How? When?
• Criteria to evaluate integrity
of data
• Operational goals
• Service measurement
ACT DO
6. Present and use the
information
• Assessment summary
• Action plans
• Etc.
CHECK
5. Analyse the information and 4. Process the data
data • Frequency?
• Trends? • Format?
• Targets? • Tools and systems?
• Improvements required? • Accuracy?
Knowledge Information
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30. 7.4.1 The Seven-Step Improvement Process
Continual Operational management Step 1 Step 2
Service Knowledge spiral
Improvement PLAN
Step 7 Step 3
ACT DO
Step 4
The 7-step CHECK
improvement
process Step 6 Step 5
Step 1 Step 2
PLAN
Step 7 Step 3
ACT DO
Step 4
CHECK
Step 6 Step 5
Tactical management
Step 1 Step 2
PLAN
Step 7 Step 3
ACT DO
Step 4
CHECK
© Crown copyright 2007. Reproduced
Step 6 Step 5 under licence from the Cabinet Office
Strategic management
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