Become ITIL Foundation Certified in 7 Days Learning ITIL Made Simple with Real-life Examples — Abhinav Krishna Kaiser Become ITIL Foundation Certified in 7 Days Learning ITIL Made Simple with Real-life Examples Abhinav Krishna Kaiser Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life Examples Abhinav Krishna Kaiser Toongabbie, New South Wales, Australia ISBN-13 (pbk): 978-1-4842-2163-1 ISBN-13 (electronic): 978-1-4842-2164-8 DOI 10.1007/978-1-4842-2164-8 Library of Congress Control Number: 2016963207 Copyright © 2017 by Abhinav Krishna Kaiser This work is subject to copyright. 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Printed on acid-free paper Dedicated to my family who sacrificed several evenings and weekends while I hammered on the keyboard Contents at a Glance About the Author �����������������������������������������������������������������������������xv About the Technical Reviewer �������������������������������������������������������xvii Acknowledgments ��������������������������������������������������������������������������xix Preface �������������������������������������������������������������������������������������������xxi Introduction ����������������������������������������������������������������������������������xxiii ■ Chapter 1: Service Management as a Practice ������������������������������1 ■ Chapter 2: Generic Concepts ��������������������������������������������������������17 ■ Chapter 3: ITIL Service Lifecycle ��������������������������������������������������33 ■ Chapter 4: Service Strategy ����������������������������������������������������������45 ■ Chapter 5: Service Design ������������������������������������������������������������65 ■ Chapter 6: Service Transition �����������������������������������������������������115 ■ Chapter 7: Service Operations ����������������������������������������������������155 ■ Chapter 8: Continual Service Improvement ��������������������������������209 ■ Chapter 9: ITIL Foundation Exam Tips and Tricks �����������������������227 Index ����������������������������������������������������������������������������������������������243 v Contents About the Author �����������������������������������������������������������������������������xv About the Technical Reviewer �������������������������������������������������������xvii Acknowledgments ��������������������������������������������������������������������������xix Preface �������������������������������������������������������������������������������������������xxi Introduction ����������������������������������������������������������������������������������xxiii ■ Chapter 1: Service Management as a Practice ������������������������������1 1.1 Importance of Service Management ..............................................1 1.2 Introduction to IT Service Management .........................................2 1.3 Welcome to the World of ITIL ..........................................................2 1.4 Why ITIL Is Successful ....................................................................3 1.4.1 ITIL Is Based on Best Practices ....................................................................4 1.4.2 ITIL Is Nonprescriptive ..................................................................................4 1.4.3 ITIL Is Vendor and Technology Neutral ..........................................................4 1.4.4 ITIL Is Nonproprietary ...................................................................................4 1.5 Best Practices Trump Proprietary Knowledge ................................5 1.6 Introduction to IT Service ...............................................................5 1.6.1 Understanding the Definition ........................................................................5 1.6.2 Understanding ITIL with a Non-IT Example ..................................................6 1.7 Main Stakeholders in Service Management ..................................7 1.7.1 Customers ....................................................................................................7 1.7.2 Users ............................................................................................................7 1.7.3 Suppliers ......................................................................................................7 vii ■ Contents 1.8 Internal and External Customers ....................................................8 1.8.1 The Concept ..................................................................................................8 1.8.2 The Difference ..............................................................................................9 1.9 Processes .......................................................................................9 1.9.1 Characteristics of a Process .......................................................................10 1.9.2 T he Process Model .....................................................................................11 1.10 Functions ...................................................................................12 1.11 Intersect Between Processes and Functions .............................13 1.12 Practice Exercises ......................................................................14 1.13 Summary ....................................................................................15 ■ Chapter 2: Generic Concepts ��������������������������������������������������������17 2.1 Utility and Warranty ......................................................................17 2.1.1 Elements That Create Value ........................................................................18 2.1.2 Utility of a Service ......................................................................................19 2.1.3 W arranty of a Service .................................................................................20 2.2 Assets, Resources, and Capabilities .............................................22 2.2.1 Resources ...................................................................................................23 2.2.2 Capabilities .................................................................................................23 2.2.3 Assets .........................................................................................................24 2.3 Types of Service Providers ...........................................................24 2.3.1 T ype 1: Internal Service Provider ................................................................24 2.3.2 T ype 2: Shared Service Unit ........................................................................25 2.3.3 T ype 3: External Service Provider ...............................................................25 2.4 Types of Services .........................................................................25 2.4.1 Core Service ...............................................................................................26 2.4.2 Enabling Service .........................................................................................26 2.4.3 Enhancing Service ......................................................................................27 viii ■ Contents 2.5 Contracts and Agreements ...........................................................27 2.5.1 Service-Level Agreement ...........................................................................27 2.5.2 Operational-Level Agreement .....................................................................28 2.5.3 Underpinning Contract................................................................................29 2.6 Practice Exercises ........................................................................30 2.7 Summary ......................................................................................31 ■ Chapter 3: ITIL Service Lifecycle ��������������������������������������������������33 3.1 ITIL Service Lifecycle ...................................................................33 3.1.1 Service Strategy .........................................................................................36 3.1.2 Service Design ...........................................................................................36 3.1.3 Service Transition .......................................................................................37 3.1.4 Service Operations .....................................................................................37 3.1.5 Continual Service Improvement .................................................................38 3.2 ITIL Roles ......................................................................................39 3.2.1 Roles vs. Designations ...............................................................................39 3.2.2 Generic vs. Specific ....................................................................................39 3.2.3 Generic Role: Service Owner ......................................................................39 3.2.4 Generic Role: Process Owner .....................................................................40 3.2.5 Generic Role: Process Manager ..................................................................40 3.2.6 Generic Role: Process Practitioner .............................................................41 3.3 RACI Matrix ..................................................................................41 3.3.1 Understanding RACI with an Example ........................................................42 3.3.2 Ground Rules on RACI Matrix .....................................................................42 3.4 Practice Exercises ........................................................................43 3.5 Summary ......................................................................................44 ix ■ Contents ■ Chapter 4: Service Strategy ����������������������������������������������������������45 4.1 Purpose of Service Strategy .........................................................45 4.1.1 Perspective .................................................................................................46 4.1.2 Positions .....................................................................................................46 4.1.3 Plans ...........................................................................................................46 4.1.4 Patterns ......................................................................................................47 4.2 Objectives of Service Strategy .....................................................47 4.3 Value of Service Strategy .............................................................47 4.4 Value Creation ..............................................................................48 4.5 Patterns of Business Activity ........................................................50 4.5.1 PBA with Example ......................................................................................50 4.6 Risk Management ........................................................................51 4.6.1 Risk Assessment ........................................................................................52 4.6.2 Risk Management.......................................................................................53 4.7 Governance ..................................................................................53 4.8 Service Strategy Processes .........................................................54 4.8.1 Service Portfolio Management ...................................................................54 4.8.2 Financial Management for IT Services .......................................................58 4.8.3 Business Relationship Management ..........................................................61 4.9 Practice Exercises ........................................................................62 4.10 Summary ....................................................................................63 ■ Chapter 5: Service Design ������������������������������������������������������������65 5.1 Purpose of Service Design ...........................................................65 5.2 Objectives of Service Design .......................................................66 5.3 Value of Service Design................................................................67 x ■ Contents 5.4 Four Ps of Service Design ............................................................68 5.4.1 Processes ...................................................................................................68 5.4.2 Product .......................................................................................................69 5.4.3 People .........................................................................................................69 5.4.4 Partners ......................................................................................................69 5.5 Five Aspects of Service Design ....................................................69 5.5.1 Service Solutions for New or Changed Services ........................................70 5.5.2 Management Information Systems and Tools ............................................70 5.5.3 T echnology and Management Architecture ................................................71 5.5.4 Processes ...................................................................................................71 5.5.5 Measurement Methods and Metrics ...........................................................71 5.6 Service Design Package...............................................................71 5.7 Service Design Processes ............................................................72 5.7.1 Service-Level Management ........................................................................73 5.7.2 Service Catalog Management ....................................................................81 5.7.3 Information Security Management .............................................................86 5.7.4 Supplier Management ................................................................................89 5.7.5 Availability Management ............................................................................94 5.7.6 Capacity Management ..............................................................................100 5.7.7 IT Service Continuity Management...........................................................103 5.7.8 Design Coordination .................................................................................108 5.8 Practice Exercises ......................................................................110 5.9 Summary ....................................................................................113 ■ Chapter 6: Service Transition �����������������������������������������������������115 6.1 Objectives of Service Transition .................................................115 6.2 Scope of Service Transition ........................................................116 6.3 Value of Service Transition .........................................................117 xi