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ITIL v3 Foundation Study Guide
Good practices are best practices which have gained
wide acceptance and adoption.
In short, Good Practices have withstood the test of
time.
Good Practices may come from a number of sources
including:
Standards
Public frameworks
Academic research
Proprietary knowledge
The Service Lifecycle
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ITIL v3 Foundation Study Guide
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide
Services
Services are a means of delivering value to customers
without requiring the customer to own specific costs
and risks.
Service Management
Service Management is a set of specialized capabilities
for delivering value to customers in the form of services.
ITIL is a framework for IT Service Management.
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ITIL v3 Foundation Study Guide
The core of ITIL is structured
around a Service Lifecycle
which consists of the five
phases
The Service Lifecycle
organizes activity around
services as the services move
from concept through the live
environment and into
retirement.
The ITIL core
documentation consists of
five volumes representing
each of the phases of the
Service Lifecycle.
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ITIL v3 Foundation Study Guide
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide
Processes are structured sets of activities designed to
achieve a specific objective.
Processes have four basic characteristics:
They transform inputs into outputs
They deliver results to a specific customer or
stakeholder
They are measurable
They are triggered by specific events
ITIL addresses a number of specific processes
associated with each lifecycle phase.
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Processes generic structure
shown in the three-layered
model below.
Process Control, such as
process policies, ownership,
documentation, review
programs, etc.
The Process itself including
process steps, procedures,
work instructions, roles,
triggers, metrics, inputs, and
outputs.
Process Enablers such as
resources and capabilities
required to support the
process.
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Service Strategy
Service Design
Service Transition
Service Strategy
Service Portfolio
Management
Demand
Management
Financial
Management
Service Catalog
Management
Service Level
Management
Availability
Management
Capacity
Management
Service Continuity
Management
IT Security
Management
Supplier
Management
Change Management
Service Asset and
Configuration
Management
Release and
Deployment
Management
Transition Planning
and Support *
Service Validation
and Testing *
Evaluation *
Knowledge
Management *
Service
Operation
Continual Service
Improvement
Incident
Management
Problem
Management
Event Management
Service Request
Fulfillment
Access Management
The Seven Step
Improvement
Process
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ITIL v3 Foundation Study Guide
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide
Functions are self-contained subsets of an organization intended
to accomplish specific tasks.
They usually take the form of a team or group of people and the
tools they use.
Whereas:
processes help organizations accomplish specific objectives--often
across multiple functional groups
functions add structure and stability to organizations.
Functions generally map fairly directly to the organizational
chart of an organization and are usually supported by budgets
and reporting structures.
Processes, by contract, typically do not have budgets and
reporting structures.
Both functions and processes involve roles.
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Roles are defined collections of specific responsibilities and
privileges.
Roles may be held by individuals or teams.
Individuals and teams may hold more than one role.
ITIL emphasizes a number of standard roles include, most
importantly:
Service Owner -- Accountable for the overall design, performance,
integration, improvement, and management of a single service.
Process Owner -- Accountable for the overall design, performance,
integration, improvement, and management of a single process.
Service Manager -- Accountable for the development, performance,
and improvement of all services in the environment.
Product Manager Accountable for development, performance,
and improvement of a group of related services.
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ITIL v3 Foundation Study Guide
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide
Copyright 2009, taruu LLC :: All Rights Reserved
ITIL v3 Foundation Study Guide
ITIL discusses a number of recommendations for how
IT Service Management organizations can best be
structured.
Most of this discussion focuses on four major
functions (Service Desk, Technical Management,
Application Management, and IT Operations
Management).
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Service Desk:
Provides a single point of contact between users and the IT organization.
Processes inbound incidents, service requests, change requests, etc.
Also acts as a hub for all communications internal to the IT Service Provider.
It usually (but not always) owns and executes the Incident Management
process.
Four basic Service Desk configurations are discussed within ITIL:
Local Users and support staff are located on the same premises or campus.
Centralized -- Multiple user locations are serviced by a single support location.
Virtual -- Multiple user location are serviced by multiple support locations
which by virtue of call routing and other technology are able to appear and
respond to user requests as a single entity.
Follow-the-Sun -- Identical to a virtual Service Desk, but organized in such a
way as to utilize support staff shifts working during normal daylight hours for
all user requests coming from any time zone.
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The Technical Management function is charged with
procurement, development, and management of the
technical skill sets and resources required to support
the infrastructure and the IT Service Management
effort.
Technical Management is typically divided into
specialty areas representing different specialized
teams or functions within an IT organization, e.g.
Networking, Security, Database, Storage, Servers, etc.
The primary objective of Technical Management is to
ensure that the Service Provider has the right skill sets
available to deliver the services it offers.
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Application Management is concerned with the end-
to-end management of applications in the
environment.
Like Technical Management, a big part of what it does
involves cultivation of the specialized skill sets
required to support the organizations applications.
Application Management does not replace, but rather
executes and is supported by core processes such as
Incident Management, Problem Management, Change
Management, Availability Management, etc.
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IT Operations Management is concerned with the day-to-day maintenance of
the IT infrastructure and the facilities which house it. It is divided into two
sub-functions: Operations Control and Facilities Management.
Operations Control
The Operations Control sub-function is concerned with regular maintenance
cycles associated with infrastructure management.
These include such activities as:
Console Management
Backup and restore operations
Media management
Batch job execution
Facilities Management
Facilities Management is concerned with maintenance of the facilities which
house IT operations, e.g. data centers, call centers, development facilities, etc.
Its areas of responsibility include things like:
HVAC
Fire suppression
Facilities access
Power
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In addition to discussing the four primary functions described above,
ITIL also utilizes the RACI model as a generic tool for reviewing and
assigning four key roles to any important task or activity.
Whereas role assignments are often well-defined within functions, the
RACI model holds particular value for ensuring that roles are
appropriately filled or covered within processes.
Those in the R = RESPONSIBLE role for a given activity are charged
with actually executing or performing the activity or task.
The single entity in the A = ACCOUNTABLE role owns the task or
activity and must answer for its outcomes. Only one party can be
accountable for a given task/activity.
Those in the C = CONSULTED role review and provide advice and
authorization around the task or activity.
Those in the I = INFORMED role receive updates as the task or activity
progresses.
Note that all rows have one and only one ACCOUNTABLE and at least
one RESPONSIBLE.
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ITIL v3 Foundation Study Guide
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ITIL v3 Foundation Study Guide
