The structure of the ITIL framework is that of the service lifecycle

ITIL The structure of the ITIL framework is that of the service lifecycle

Also note the relationship between IT Service Management processes and the technical activities below.

Used properly, ITSM processes can optimize the time, effort and other resources spent performing technical activities, ensuring that all staff actions are working in accordance to agreed business priorities and objectives.

This is just a simple example used to illustrate the relationship between ITSM and the organization.

Any approach used to improve ITSM practices should always be carefully considered to ensure that the plans suit the organization, in terms of: • • • • Size (number of staff, customers, IT devices etc.) Geographical dispersion Culture and ethos Current maturity and capability levels. 1.4 What is ITIL®? ITIL® stands for the Information Technology Infrastructure Library.

ITIL® is the international de facto management framework describing “good practices” for IT Service Management.

The ITIL® framework evolved from the UK government’s efforts during the 1980s to document how successful organizations approached service management.

By the early 1990s they had produced a large collection of books documenting the “best practices” for IT Service Management.

This library was eventually entitled the IT Infrastructure Library.

The Office of Government Commerce in the UK continues to operate as the trademark owner of ITIL®.

ITIL® has gone through several evolutions and was most recently refreshed with the release of version 3 in 2007.

Through these evolutions the scope of practices documented has increased in order to stay current with the continued maturity of the IT industry and meet the needs and requirements of the ITSM professional community.

ITIL® is only one of many sources for ITSM good practices, and should be used to complement any other set of practices being used by an organization.

Five volumes make up the IT Infrastructure Library (Version 3). • Service Strategy • Service Design • Service Transition • Service Operation ©Emereo Learning 14 • Continual Service Improvement. Each volume provides the guidance necessary for an integrated approach, and addresses capabilities’ direct impact on a service provider’s performance.

The structure of the ITIL framework is that of the service lifecycle.

It ensures organizations are able to leverage capabilities in one area for learning and improvements in others.

The framework is used to provide structure, stability and strength to service management capabilities with durable principles, methods and tools.

This enables service providers to protect investments and provide the necessary basis for measurement, learning and improvement.

In addition to the core publications there is also ITIL Complimentary Guidance.

This consists of a complimentary set of publications with guidance specific to industry sectors, organization types, operating models and technology architectures.

At present, this complimentary guidance is available by subscription from 1.4.1 Good practices Ignoring public frameworks and standards can needlessly place an organization at a disadvantage.

Organizations should seek to cultivate their own proprietary knowledge on top of a body of knowledge developed from using public frameworks and standards.

Public frameworks (ITIL, COBIT, CMMI etc.): Frameworks are scaled and adapted by the organization when implemented, rather than following a prescriptive set of practices (standards).

Examples of public frameworks for ITSM include: • ITIL ®. • COBIT – The Control Objectives for Information and related Technology. • Capability Maturity Model Integrated (CMMI) for IT Services.

Standards: Usually a formal document that establishes uniform engineering or technical criteria, methods, processes and practices.

Unlike frameworks, they are prescriptive in declaring mandatory elements that must be demonstrated.

Examples of standards relating to ITSM are: • ISO/IEC 20000 – International Standard for IT Service Management. • ISO/IEC 27001 – International Standard for Information Security Management Systems.

Proprietary knowledge of organizations and individuals: Specific expertise developed for internal purposes, or developed in order to sell to other organizations (EG


Generally good practices are defined as those formalized as a result of being successful in wideindustry use. 15 ©Emereo Learning 2 Common Terminology Critical to our ability to participate with and apply the concepts from the ITIL® framework is the need to be able to speak a common language with other IT staff, customers, end-users and other involved stakeholders.

This chapter documents the important common terminology that is used throughout the ITIL® framework.

Care should be taken when attempting the ITIL Foundation exam, as there will be a number of questions that seek to ensure the candidate has an effective grasp of the terminology used throughout the framework.

Terminology IT Service Management: Capabilities: Explanations A set of specialized organizational capabilities for providing value to customers in the form of services.

The ability of an organization, person, process, application, CI or IT service to carry out an activity.

Capabilities can be described as the functions and processes utilized to manage services.

These are intangible assets of an organization that cannot be purchased, but must be developed and matured over time.

The ITSM set of organizational capabilities aims to enable the effective and efficient delivery of services to customers.

A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT service.

Resources are also considered to be tangible assets of an organization.

A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.

Processes are strategic assets when they create competitive advantage and market differentiation.

They may define roles, responsibilities, tools, management controls, policies, standards, guidelines, activities and work instructions if they are needed. Resources: Process: ©Emereo Learning 16 Terminology Service: — Service Level Management (SLM) 6, 13, 46, 52, 56-9, 61, 97-8, 131, 153, 182-3, 192, 195-6, 199, 202, 207, 212-13 service levels 50, 52, 59, 61, 99, 133, 138, 193, 197, 213 Service Lifecycle 6-7, 15, 18, 24-6, 29, 39, 44, 48, 52-3, 67, 73, 76, 101, 124-5, 182-3, 192-3 Service Management 1, 9, 11, 14-15, 25, 29, 105, 143, 147, 152, 154, 191, 211 Service Measurement 7, 180, 183, 186, 189 Service Operation 7-8, 14, 21-2, 44, 49, 51-2, 56, 68, 96, 121, 133-4, 136, 150, 153, 175, 181-2 Service Portfolio 6, 29-30, 36-8, 45, 48, 52, 54-5, 68, 113, 182-3, 192 Service Strategy 6-7, 14, 29, 31, 35, 38, 41, 48-50, 52-4, 75, 113, 183, 192-3 Service Transition 7-8, 14, 44, 48, 52-3, 96, 100-2, 105, 111, 173, 193, 198, 203 Serviceability 81, 206 Single Point of Contact (SPOC) 141, 210, 213-14 Single Point of Failure (SPOF) 214 SIP (Service Improvement Plan) 28, 62, 65, 131, 182, 187, 189, 199 SKMS (Service Knowledge Management System) 67, 104-5, 129, 165 SLAs (Service Level Agreement) 46, 52, 57-63, 68, 74, 83, 85, 89, 91, 99, 105, 142-3, 154, 163, 193, 21314 SLR (Service Level Requirement) 55, 57, 89, 95, 131, 193, 199 stability 15, 133-5, 146 standards 15, 17, 20, 30, 48, 90-2, 95, 109, 212 structure 12, 15, 55, 106 Supplier Management 6, 56, 58, 63-5, 68, 84, 96, 98, 179, 196, 203 Supplier service improvement plans (SSIP) 65 System Incidents 82, 98, 196 T Technical Management (TM) 7, 17, 136, 144-5, 176, 178, 202 Technical Service Catalog 70 technology 9-10, 12, 15, 31, 69, 102, 124, 133, 142, 145, 175, 178, 189-90, 203, 205, 210 Tension Metrics 187 Total Downtime 80 Transitioning New and Changed Services 127 U Underpinning Contract (UC) 57, 62, 64, 83, 213-14 223 ©Emereo Learning V Virtual Service Desk 139 vision 181-3, 186, 190, 204-5 W warranty 2, 33-4, 42, 44, 48-50, 52, 193-4 wisdom 102-4, 130, 198 ©Emereo Learning 224 The ITIL ® (Information Technology Infrastructure Library) V3 Foundation Complete Certification Kit is the most complete guide for anyone involved in IT Service Management and who are aiming to take the ITIL V3 Foundation exam, whether they are first-time ITIL learners or seasoned IT professionals.

The study guide and online learning program includes inspiring, and detailed plans for passing your ITIL V3 Foundation exam on the first attempt.

With examples, instructions, and cautionary advice, the ITIL V3 Foundation Complete Certification Kit is, to quote numerous of ITIL certified clients, “the gold standard of ITIL Certification.” As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ITIL Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT.

This kit prepares you for the certification exam by offering valuable information on the ITIL framework, ITIL certification and IT Service Management as a practice.

This certification kit contains both the study guide and access to our online program, that together provides everything you need to prepare for the ITIL V3 Foundation certification exam, including: – Real-world scenarios that describe what you’ve learned in the context of service solutions.

These include thought provoking questions to challenge your thinking and understanding. – Section reviews for each chapter to help you zero in on what you need to know and includes practice exam questions. – A real-world guide to ITIL V3 Skills.

Key information and realistic examples organized around the actual day-today tasks and challenges you’ll face in the field of IT Service Management. – Ability to assess what you’ve learned with challenging ITIL Foundation exam style questions. – Adobe Flash presentations that you can view and replay as many times as required, facilitated by certified ITIL trainers who explain each of the topics and concepts of ITIL. – Materials developed on the specific syllabus and exam criteria – so that you can be confident in achieving exam success on your first attempt.

Editorial Reviews – Read the book, took the online course and test, PASSED. – This ITIL exam prep book and course are an invaluable study aid for passing the ITIL Foundation exam.

Highly recommended. – I’ve been an IS project manager for over 10 years.

I’ve studied ITIL materials in preparation, but took no courses or workshops.

I studied this book and its accompanying course for 10 days immediately preceding my exam.

Read the book about 3 times. – I took the ITIL Foundation exam and got 98% of the questions correct.

I think that the study tips in the book and course helped me get about 15-20 questions right that I might have otherwise missed. (your mileage may vary). – The book and course made me confident in sitting the exam, and is the best such book that I’ve come across. – Worth it especially since you have access to the online learning component as well. – Good focus on ITIL’s processes (things important to ITIL Foundation and passing the test that your experience in IT may not help you) – Highly recommended, I passed in one go!

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ITIL - The structure of the ITIL framework is that of the service lifecycle