ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle
Why is ITIL® so successful?
It's not owned by any one organization
It contains a framework that is applicable to any organization
It provides best practices
It is very specifically focused on a single area of technology
It provides a strict methodology for solving business problems
It provides an organization with good practices
Select reasons why organizations should adopt ITIL®'s best practices for ITSM.
Improved quality and speed of IT services
Clear linking between IT services and business strategies
Improved customer relations
Narrower gap between you and your competitors
Improved relations between managers and employees
Improved collaboration among companies
Identify the features of the ITIL® qualification scheme
There are multiple levels of ITIL® certifications
There are two intermediate streams in the ITIL® examination structure
Candidates must first pass the Managing across the Lifecycle exam before they can obtain the ITIL® Expert level
There is the option for advancement in certification
The ITIL® Expert certificate is awarded once a candidate completes one of the intermediate streams
There are two Foundation level streams in the ITIL® qualification scheme
What are the features of services?
Enable the customer to create value for the service provider
Eliminate the risk for the customer
Offer the same value as the customer could provide themselves
Take on the service maintenance costs on behalf of the customer
Say you're a service owner in an organization that provides IT software services. You're studying ways to add value to the service the organization provides in order to increase customer satisfaction. How can you support or improve the utility of the organization's service?
Provide staff training to improve the problem resolution rate
Remove distractions from the organization and improve staff morale
Ensure staff always give customers more than they ask for
Limit customer queries so that customers are restricted to 15 minutes
What can you do to support or improve the warranty of the service?
Employ more staff to reduce the time customers spend unattended
Detail all customer interactions to offer greater protection to customers
Change the organization's calendar so that it's open throughout the year
Expand the organization's range of services to include on-site technical support
Relax restrictions that prevent staff from showing anger towards difficult customers
Handle all customer interactions in a consistently effective and efficient manner
What are the features of Service Management?
Aims to provide specialized organizational capabilities
Has roots in the IT industry
Is comprised of a range of general resources
Is a professional practice
What is Service Management?
An operating method that is supported by formal standards and academic research
A practice derived from the IT sector
An approach to managing IT processes
A set of best practices developed in the public sector
Identify the reasons for adopting good practices in Service Management.
To better manage the trade-offs between increasing the clientele and increasing speed of delivery
To build better relationships with existing customers
To improve relationships between staff members of various designations
To provide a more efficient and speedy service
To improve collaboration with the organization that supplies you with hardware and components
What challenges do Service Management providers face?
Once the service is rendered, the customer need not return
It's difficult to apply Service Management features to a service supplied in the IT sector
The demand for the service depends on whether the customer is growing its business or upgrading existing systems
Customer satisfaction depends on quality of interactions with the service provider
How can your organization improve the warranty of the services it offers to its customers?
By providing accurate technical advice when requested
Discount old stock to clear it
Charge more for products so that customers think they're getting better value
Subcontract a courier service to deliver products around the world
Maintain a reputation for consistent and reliable after-sales service
In which ways can Gleeson Associates increase the utility of its service?
Speed up the completion of new orders
Increase the range of brands available to customers
Implement a new network installations service
Improve staff morale by implementing an annual shutdown of two weeks
What are the five stages of the ITIL® Service Lifecycle?
Service Transition
Service Strategy
Service Structure
Continual Service Improvement
Service Design
Service Operation
Service Management
Service Strategy
Provides guidance across all the stages of the Service Lifecycle to improve service and management of services
Provides guidelines for developing the strategic objectives that underlie an IT service
Provides guidelines to help reduce the chance of unexpected results when implementing designed IT services
Continual Service Improvement
Provides guidance across all the stages of the Service Lifecycle to improve service and management of services
Provides guidelines for developing the strategic objectives that underlie an IT service
Provides guidelines to help reduce the chance of unexpected results when implementing designed IT services
Service Transition
Provides guidelines for developing the strategic objectives that underlie an IT service
Provides guidance across all the stages of the Service Lifecycle to improve service and management of services
Provides guidelines to help reduce the chance of unexpected results when implementing designed IT services
Service Design
Provides guidelines to effectively and efficiently carry out service delivery and operations
Provides design principles to assist with developing and designing IT services
Provides assistance to ensure that the implementation of designed IT services is efficient
Service Operation
Provides guidelines to effectively and efficiently carry out service delivery and operations
Provides design principles to assist with developing and designing IT services
Provides assistance to ensure that the implementation of designed IT services is efficient
Service Transition
Ensure minimal unpredicted errors and risks
Enable customers to integrate and use the service
Ensure service meets requirements and constraints
Service Design
Create a stable infrastructure that can be further developed
Create measurement methods to evaluate design processes
Ensure the design of IT services meets all objectives and business requirements
Service Operation
Service Operation: Ensure that the everyday operation of processes is properly conducted
Service Operation: Maintain the service technology
Service Operation: Monitor performance and gather information
Service Strategy
Service Strategy: Turn Service Management into strategic assets
Service Strategy: Determine the nature and the type of service being offered
Service Strategy: Define service quality and determine how to deliver it
Which are objectives of the CSI stage?
Ensure minimal unpredicted errors upon integrating IT services
Improve each stage of the ITIL® Service Lifecycle
Design and create efficient IT services that can be developed over time
Apply activities that improve overall IT Service Management processes
Ensure customer satisfaction while maintaining cost effectiveness
Which options cover the scope of CSI?
Creating a developed solution
Maintaining the overall health of IT Service Management
Aligning services with business needs on an ongoing basis
Testing the service for release
Monitoring the maturity of processes throughout the ITIL® Service Lifestyle
Service Transition
Packaging, building, testing, and deploying the IT service
Creating a developed solution that can meet all the business requirements
Managing and controlling ITservice-related activities, including the performance of most Service Management processes, the technology and resources
Determining strategic objectives, assigning activities to Service Management, and defining expected results
Service Design
Managing and controlling ITservice-related activities, including the performance of most Service Management processes, the technology and resources
Determining strategic objectives, assigning activities to Service Management, and defining expected results
Creating a developed solution that can meet all the business requirements
Packaging, building, testing, and deploying the IT service
Service Operation
Packaging, building, testing, and deploying the IT service
Managing and controlling ITservice-related activities, including the performance of most Service Management processes, the technology and resources
Creating a developed solution that can meet all the business requirements
Determining strategic objectives, assigning activities to Service Management, and defining expected results
Service Strategy
Packaging, building, testing, and deploying the IT service
Creating a developed solution that can meet all the business requirements
Managing and controlling ITservice-related activities, including the performance of most Service Management processes, the technology and resources
Determining strategic objectives, assigning activities to Service Management, and defining expected results
What are the various kinds of value that Continual Service Improvement can provide to an organization.
Good quality service creation
Return on Investment (ROI)
Improvements
Service through good training of customers and users
Benefits
Value on Investment (VOI)
Service Transition
Adaptable to large amount of changes and releases
Reduced total cost of ownership and improved quality
Good reputation due to effective strategic objectives
Consolidates and visibly demonstrates the value of each stage
Service Design
Adaptable to large amount of changes and releases
Reduced total cost of ownership and improved quality
Good reputation due to effective strategic objectives
Consolidates and visibly demonstrates the value of each stage
Service Strategy
Adaptable to large amount of changes and releases
Reduced total cost of ownership and improved quality
Good reputation due to effective strategic objectives
Consolidates and visibly demonstrates the value of each stage
Service Operation
Adaptable to large amount of changes and releases
Adaptable to large amount of changes and releases
Good reputation due to effective strategic objectives
Consolidates and visibly demonstrates the value of each stage
ITIL® Service Lifecycle term - Process
Includes a series of dependent activities with a measurable outcome
Converts an input into a desired output
Consists of a specialized unit that performs a specific type of work
Has its own resources
ITIL® Service Lifecycle term - Function
Includes a series of dependent activities with a measurable outcome
Converts an input into a desired output
Consists of a specialized unit that performs a specific type of work
Has its own resources
The bank is identifying the opportunities for creating value for itself and for its customers. It is also creating strategies to determine objectives and expectations for the ITservice. Which stage of the ITIL® Service Lifecycle is the organization engaged in?
Service Transition
Service Design
Service Strategy
Continual Service Improvement (CSI)
Service Operation
The bank is now ready to approach the Service Design stage of the ITIL® Service Lifecycle. What objectives can it hope to achieve through this stage?
Designing measurement methods to evaluate the success of the design processes
Continually maintaining the technology that accompanies the service
Creating a stable infrastructure that can support further growth
Designing of sound services and processes that meet all requirements
Reviewing and improving on aspects of each ITIL® Service Lifecycle stage
What are examples of the scope of the Service Operation stage?
Managing an activity that forms part of the IT service
Managing technology
Recognizing the people involved
Developing strategic objectives
Maintaining the health of IT Service Management throughout the lifecycle
What are examples of value provided by CSI (Continual Service Improvement)?
Improvements
Creation of a quality, cost-effective IT service
Return in Investment (ROI)
Consolidation of the value of the other stages of the ITIL® Service Lifecycle
Benefits
Value on Investment (VOI)
ITIL® Term - Function
A detailed thought process
Self-contained, specialized units that perform a specific type of work and create specific results
An organized, measurable set of activities that has been created in order to achieve a specific result
ITIL® Term - Function
An organized, measurable set of activities that has been created in order to achieve a specific result
Self-contained, specialized units that perform a specific type of work and create specific results
A company will benefit from effective and efficient processes and functions. What are some requirements for a company to become effective and efficient?
They require specialization to become effective and efficient
They require isolation to become effective and efficient
They require feedback and control
They are self-regulating and require little control to be effective
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