itil v3 classroom demo kit

ITIL v3

FOUNDATION

COURSE

Version 2.3

STUDENT HANDBOOK

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Copyright 2009, ITpreneurs Nederland B.V. All rights reserved.ii

| ITIL v3 FOUNDATION | STUDENT |

The information contained in this classroom material is subject to change without notice.

This material contains proprietary information that is protected by copyright.

No part of this material may be photocopied, reproduced, or translated to another language without the prior

consent of ITpreneurs Nederland B.V.

Copyright 2009 by ITpreneurs Nederland B.V. All rights reserved.

ITIL Qualification Scheme Copyright 2007 APM Group. All rights reserved.

Crown Copyright 2007 Reproduced under license from OGC

ITIL Glossaries/Acronyms Crown Copyright Office of Government Commerce.

Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.

The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce,

and is Registered in the U.S. Patent and Trademark Office.

ITIL V3 - Published for the Office of Government Commerce under license from the Controller of Her Majestys

Stationery Office Crown Copyright 2007.

The Swirl logo is a Trade Mark of the Office of Government Commerce.

The OGC logo is a Registered Trade Mark of the Office of Government Commerce.

All content in italics and quotes Crown Copyright 2007 Reproduced under licence from OGC

All infographics Crown Copyright 2007 Reproduced under licence from OGC, unless otherwise noted

EXIN, the Examination Institute for Information Science, is a global, independent IT examination provider offering

qualification programs for ISO/IEC 20000, ISO/IEC 27000, ITIL, MOF, ASL, BiSL, TMap and SCP. Its EXINs

mission to improve the quality of the IT sector, the IT professionals and the IT users, by means of independent

testing and certification.

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Copyright 2009, ITpreneurs Nederland B.V. All rights reserved. iii

| STUDENT | ITIL v3 FOUNDATION |

CONTENTS

MODULE 1: ITIL FOUNDATION COURSE INTRODUCTION

COURSE INTRODUCTION 2

STUDENT INTRODUCTION 3

ITIL v3 FOUNDATION TRAINING 4

COURSE LEARNING OBJECTIVES 5

COURSE AGENDA 6

ITIL QUALIFICATION SCHEME 7

THE ROyAL CHAO PHRAyA HOTEL 8

EXERCISE THE ARORA FAMILy 9

MODULE 2: SERVICE MANAGEMENT AS A PRACTICE

MODULE LEARNING OBJECTIVES 12

IT ORGANIZATION Current CHALLENGES 13

GOOD PRACTICES 14

ITIL AS A GOOD PRACTICE 15

ISO/IEC 20000 AS A GOOD PRACTICE 16

SERVICE 17

SERVICE MANAGEMENT 18

FUNCTIONS, ROLES, AND PROCESSES 19

FUNCTIONS 20

WHAT ARE ROLES? 21

GENERIC ROLES 23

PROCESS MANAGER ROLE 24

WHAT IS A PROCESS? 25

PROCESS CHARACTERISTICS 26

PROCESS ELEMENTS 27

RACI MODEL 28

EXERCISE THE LOST LAUNDRy 30 MINUTES 29

MODULE SUMMARy 30

TEST QUESTIONS FOR SERVICE MANAGEMENT AS A PRACTICE 31

MODULE 3: THE SERVICE LIFECYCLE

LEARNING OBJECTIVES 34

THE SERVICE LIFECyCLE 35

EXERCISE THE NEW SWIMMING POOL30 MINUTES 36

SERVICE STRATEGy DESCRIPTION 38

SERVICE STRATEGy GOALS AND OBJECTIVES 39

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SERVICE DESIGN DESCRIPTION 40

SERVICE DESIGN GOALS AND OBJECTIVES 41

SERVICE DESIGN VALUE TO THE BUSINESS 42

SERVICE TRANSITION DESCRIPTION 43

SERVICE TRANSITION GOALS AND OBJECTIVES 44

SERVICE TRANSITION VALUE TO THE BUSINESS 45

SERVICE OPERATION DESCRIPTION 46

SERVICE OPERATION GOALS AND OBJECTIVES 48

SERVICE OPERATION VALUE TO THE BUSINESS 49

CONTINUAL SERVICE IMPROVEMENT DESCRIPTION 50

CONTINUAL SERVICE IMPROVEMENT GOALS AND OBJECTIVES 52

CONTINUAL SERVICE IMPROVEMENT VALUE TO THE BUSINESS 53

LIFECyCLE PROCESSES 54

IT GOVERNANCE AND THE SERVICE LIFECyCLE 55

MODULE SUMMARy 56

MODULE 4: SERVICE STRATEGY


SERVICE STRATEGy IN THE LIFECyCLE MODEL 59

THE PURPOSE OF SERVICE STRATEGy 60

UTILITy AND WARRANTy 61

SERVICE ASSETS 62

VALUE THROUGH SERVICES 63

SERVICE PORTFOLIO 64

SERVICE CATALOGUE 65

BUSINESS AND TECHNICAL CATALOGUES 66

WHAT IS A BUSINESS CASE? 67

WHAT IS RISK? 68

RISK MANAGEMENT PROCESS REASONS 69

THE PROCESSES IN SERVICE STRATEGy 70

DEMAND MANAGEMENT OBJECTIVES 71

DEMAND MANAGEMENT PATTERN OF BUSINESS ACTIVITy (PBAS) 72

FINANCIAL MANAGEMENT OBJECTIVES 73

FINANCIAL MANAGEMENT PROCESS ACTIVITIES 74

EXERCISE THE WI-FI SERVICE PACKAGE15 MINUTES 76

MODULE SUMMARy 78

TEST QUESTIONS FOR SERVICE STRATEGy 79

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MODULE 5: SERVICE DESIGN

SERVICE DESIGN AN INTRODUCTION 82

SERVICE DESIGN IN THE LIFECyCLE MODEL 83

PURPOSE OF SERVICE DESIGN 84

SERVICE PROVIDER AND SUPPLIER 85

SERVICE DESIGN PACKAGE 86

IMPORTANCE OF THE 4 PS 87

THE FIVE MAJOR ASPECTS OF SERVICE DESIGN 88

IDENTIFICATION OF BUSINESS AND SERVICE REQUIREMENTS 89

SERVICE PORTFOLIO CENTRAL REPOSITORy 90

SERVICE PORTFOLIO DETAILS OF SERVICES 91

TECHNOLOGy AND ARCHITECTURE DESIGN ARCHITECTURE MEANING 92

TECHNOLOGy AND ARCHITECTURE DESIGN ARCHITECTURE DESIGN 93

TECHNOLOGy AND ARCHITECTURE DESIGN ENTERPRISE ARCHITECTURE 94

PROCESS DESIGN GENERIC PROCESS ELEMENTS REVIEW 95

PROCESS DESIGN DEFINITION OF A PROCESS 96

PROCESS DESIGN PROCESS OWNERSHIP REVIEW 97

MEASUREMENT DESIGN NEED TO MEASURE 98

MEASUREMENT DESIGN DESIGN OF METRICS 99

INSOURCING, OUTSOURCING, AND CO-SOURCING 100

PARTNERSHIP OR MULTISOURCING 101

BUSINESS PROCESS OUTSOURCING (BPO) 102

APPLICATION SERVICE PROVISION 103

KNOWLEDGE PROCESS OUTSOURCING (KPO) 104

SERVICE DESIGN PROCESSES AN INTRODUCTION 105

SERVICE LEVEL MANAGEMENT OBJECTIVES 106

SLA, OLA, AND CONTRACT 107

SERVICE LEVEL MANAGEMENT SLAS, OLAS, AND CONTRACTS 108

SERVICE LEVEL MANAGEMENT SLA FRAMEWORKS 109

SERVICE LEVEL MONITORING CHART 110

SERVICE LEVEL MANAGEMENT PROCESS ACTIVITIES 111

SERVICE LEVEL MANAGEMENT KPIS 112

SERVICE REVIEW AND SIP 114

SERVICE LEVEL MANAGEMENT - RELATIONSHIPS 115

SERVICE CATALOGUE MANAGEMENT OBJECTIVES 116

SERVICE CATALOGUE MANAGEMENT ACTIVITIES 117

SERVICE CATALOGUE MANAGEMENT THE SERVICE CATALOGUE 118

AVAILABILITy MANAGEMENT OBJECTIVES 119

AVAILABILITy 120

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AVAILABILITy MANAGEMENT ACTIVITIES 121

AVAILABILITy MANAGEMENT SERVICE AND COMPONENT AVAILABILITy 122

AVAILABILITy MANAGEMENT - RELIABILITy, MAINTAINABILITy AND SERVICEABILITy 123

INFORMATION SECURITy MANAGEMENT OBJECTIVES 124

INFORMATION SECURITy MANAGEMENT SECURITy POLICy 125

INFORMATION SECURITy MANAGEMENT I NFORMATION SECURITy MANAGEMENT SySTEM (ISMS) FRAMEWORK 126

SECURITy MANAGEMENT - ISMS 127

SUPPLIER MANAGEMENT OBJECTIVES 128

SUPPLIER MANAGEMENT SUPPLIER AND CONTRACTS DATABASE (SCD) 129

CAPACITy MANAGEMENT OBJECTIVES 130

CAPACITy MANAGEMENT SUBPROCESSES 131

IT SERVICE CONTINUITy MANAGEMENT (ITSCM) OBJECTIVES 132

IT SERVICE CONTINUITy MANAGEMENT PROCESS ACTIVITIES AS A LIFECyCLE APPROACH 133

ITSC MANAGEMENT - BUSINESS IMPACT ANALySIS 134

ITSCM MANAGEMENT OF RISK 135

SERVICE DESIGN PROCESS PERFORMANCE EXAMPLE 136

EXERCISE CROSSWORD15 MINUTES 137

MODULE SUMMARy 138

TEST QUESTIONS FOR SERVICE DESIGN 140

MODULE 6: SERVICE TRANSITION


SERVICE TRANSITION IN THE LIFECyCLE MODEL 145

PURPOSE OF SERVICE TRANSITION 146

SERVICE KNOWLEDGE MANAGEMENT SySTEM (SKMS) 147

SERVICE TRANSITION PROCESSES AN INTRODUCTION 148

CHANGE MANAGEMENT OBJECTIVES 149

CHANGE MANAGEMENT PLANNING 150

CHANGE MANAGEMENT REQUEST FOR CHANGE (RFC) 151

CHANGE MANAGEMENT DEFINITIONS 152

SERVICE CHANGE 153

CHANGE TyPES 154

THE 7 RS OF CHANGE MANAGEMENT 155

CHANGE MANAGEMENT ROLES 156

CHANGE MANAGEMENT SCOPE 157

CHANGE MANAGEMENT PROCESS ACTIVITIES 158

CHANGE MANAGEMENT NORMAL CHANGE PROCESS FLOW 159

CHANGE MANAGEMENT STANDARD CHANGE PROCESS FLOW EXAMPLE 160

CHANGE MANAGEMENT RECORD AND REVIEW THE RFC 161

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CHANGE MANAGEMENT AUTHORIZING THE CHANGE 162

CHANGE MANAGEMENT COORDINATING CHANGE IMPLEMENTATION 163

CHANGE MANAGEMENT REVIEW AND CLOSE CHANGE RECORD 164

CHANGE MANAGEMENT KPIS 165

SERVICE ASSET AND CONFIGURATION MANAGEMENT OBJECTIVES 167

SERVICE ASSET AND CONFIGURATION MANAGEMENT CONFIGURATION MODEL 168

SERVICE ASSET AND CONFIGURATION MANAGEMENT CONFIGURATION MANAGEMENT SySTEM 169

CONFIGURATION ITEMS (CIS) 171

SERVICE ASSET AND CONFIGURATION MANAGEMENT DEFINITIONS 172

CONFIGURATION MANAGEMENT SySTEM (CMS) 173

CONFIGURATION MANAGEMENT DATABASE (CMDB) 174

DEFINITIVE MEDIA LIBRARy (DML) 175

SERVICE ASSET AND CONFIGURATION MANAGEMENT RELATIONSHIP BETWEEN DML AND CMDB 176

SERVICE ASSET AND CONFIGURATION MANAGEMENT ACTIVITIES 177

RELEASE AND DEPLOyMENT MANAGEMENT OBJECTIVES 178

RELEASE AND DEPLOyMENT MANAGEMENT RELEASE UNIT 179

RELEASE AND DEPLOyMENT MANAGEMENT RELEASE APPROACHES 180

RELEASE AND DEPLOyMENT MANAGEMENT RELEASE PACKAGES 181

RELEASE AND DEPLOyMENT MANAGEMENT RELEASE MODELS 182

KNOWLEDGE MANAGEMENT GOAL, PURPOSE, AND OBJECTIVES 183

KNOWLEDGE MANAGEMENT THE DIKW MODEL 184

EXERCISE CROSSWORD15 MINUTES 185

MODULE SUMMARy 186

TEST QUESTIONS FOR SERVICE TRANSITION 187

MODULE 7: SERVICE OPERATION


SERVICE OPERATION IN THE LIFECyCLE MODEL 193

SERVICE OPERATION PURPOSE 194

ROLE OF COMMUNICATION 195

SERVICE OPERATION PROCESSES AN INTRODUCTION 196

INCIDENT MANAGEMENT (IM) OBJECTIVES 197

IMPACT, URGENCy, AND PRIORITy 198

INCIDENTS 199

ESCALATION 200

INCIDENT MANAGEMENT SCOPE 201

INCIDENT MANAGEMENT PROCESS ACTIVITIES 202

INCIDENT MANAGEMENT KPIS 203

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EVENT MANAGEMENT (EM) OBJECTIVES 205

EVENT MANAGEMENT BASIC CONCEPTS 206

EVENTS AND ALERTS 207

REQUEST FULFILLMENT (RF) OBJECTIVES 208

REQUEST FULFILLMENT REQUEST MODELS 209

SERVICE REQUESTS 210

PROBLEM MANAGEMENT (PM) OBJECTIVES 211

PROBLEM MANAGEMENT BASIC CONCEPTS 212

PROBLEMS 213

KNOWN ERRORS AND KEDB 214

WORKAROUNDS 215

PROBLEM MANAGEMENT ACTIVITIES 216

ACCESS MANAGEMENT (AM) OBJECTIVES 217

ACCESS MANAGEMENT ACCESS, IDENTITy, AND RIGHTS 218

ACCESS MANAGEMENT SERVICE GROUPS AND DIRECTORy SERVICES 219

SERVICE OPERATIONS FUNCTIONS AN INTRODUCTION 220

SERVICE DESK (SD) ROLE 221

SERVICE DESK OBJECTIVES 222

SERVICE DESK LOCAL STRUCTURE 223

SERVICE DESK CENTRALIZED STRUCTURE 224

SERVICE DESK VIRTUAL STRUCTURE 225

SERVICE DESK FOLLOW THE SUN AND SPECIALIZED STRUCTURES 226

SERVICE DESK ROLES 227

SERVICE DESK STAFFING LEVELS 228

SERVICE DESK METRICS 229

TECHNICAL MANAGEMENT (TM) ROLE 231

TECHNICAL MANAGEMENT OBJECTIVES 232

APPLICATION MANAGEMENT (AM) ROLE 233

APPLICATION MANAGEMENT OBJECTIVES 234

IT OPERATIONS MANAGEMENT (OM) ROLE 235

IT OPERATIONS MANAGEMENT IT OPERATIONS CONTROL ROLE 236

IT OPERATIONS MANAGEMENT FACILITIES MANAGEMENT ROLE 237

IT OPERATIONS MANAGEMENT OBJECTIVES 238

ORGANIZATIONAL OVERLAP OF FUNCTIONS 239

APPLICATION MANAGEMENT AND DEVELOPMENT OVERLAPS 240

EXERCISE COMPLAINT HANDLING AND SERVICE RECOVERy 30 MINUTES 241

MODULE SUMMARy 243

TEST QUESTIONS FOR SERVICE OPERATION 245

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MODULE 8: CONTINUAL SERVICE IMPROVEMENT


CONTINUAL SERVICE IMPROVEMENT IN THE LIFECyCLE MODEL 251

CONTINUAL SERVICE IMPROVEMENT PURPOSE 253

CONTINUAL SERVICE IMPROVEMENT OBJECTIVES 254

CONTINUAL SERVICE IMPROVEMENT MEASURES 255

THE DEMING CyCLE 256

DEMING AND CONTINUAL SERVICE IMPROVEMENT 257

CONTINUAL SERVICE IMPROVEMENT APPROACH THE CONTINUAL SERVICE IMPROVEMENT MODEL 258

BUSINESS VALUE ROLE OF MEASUREMENT IN CONTINUAL SERVICE IMPROVEMENT 259

BUSINESS VALUE REASONS TO MEASURE 260

CONTINUAL SERVICE IMPROVEMENT BASELINES 261

BALANCED SCORECARD 262

CONTINUAL SERVICE IMPROVEMENT MEASUREMENTS TyPES OF METRICS 263

OVERALL DASHBOARD 264

7-STEP IMPROVEMENT PROCESS ACTIVITIES 265

7-STEP IMPROVEMENT PROCESS ROLES 266

EXERCISE CROSSWORD15 MINUTE 267

MODULE SUMMARy 268

TEST QUESTIONS FOR CONTINUAL SERVICE IMPROVEMENT 269

MODULE 9: TECHNOLOGY AND ARCHITECTURE

MODULE LEARNING OBJECTIVES 272

LETS DEBATE THESE STATEMENTS 273

GENERAL GUIDANCE 274

SERVICE OPERATION TECHNOLOGy REQUIREMENTS 275

SERVICE DESIGN TECHNOLOGy REQUIREMENTS 276

SERVICE TRANSITION TECHNOLOGy REQUIREMENTS 277

SERVICE STRATEGy AND CSI TECHNOLOGy REQUIREMENTS 278

SERVICE AUTOMATION THEN AND NOW 279

SERVICE AUTOMATION CONCEPTS 280

TOOL EVALUATION PROCESS 281

MODULE SUMMARy 282

TEST QUESTIONS FOR TECHNOLOGy AND ARCHITECTURE 283Samp

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MODULE 10: EXAM PREPARATION

ITIL FOUNDATION EXAM FACTS 286

ITIL FOUNDATION EXAM STRUCTURE 287

ITIL FOUNDATION EXAM STRATEGIES 288

MOCK EXAM QUESTIONS

APPENDIX A: CASE STUDY

APPENDIX B: GLOSSARY

APPENDIX C: ANSwERS

APPENDIX D: APM GROUP SYLLABUS

APPENDIX E: ADDITIONAL INFORMATION

FEEDBACK

ACKNOwLEDGEMENTS

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CLASSROOM

COURSE INTRODUCTION

DAy

18:30 - 9:45 Module 1: Introduction

9:45 - 10:00 Break

10:00 - 11:30 Module 2: Service Management as a Practice - (ITILFND01-07)

11:30 - 12:00 Module 3: Service Lifecycle - (ITILFND02-11)

12:00 - 1:00 Lunch

1:00 - 2:00 Module 3: Service Lifecycle (completion)

2:00 - 2:15 Break

2:15 - 3:15 Module 4: Service Strategy - (ITILFND01-07)

3:15 - 3:30 Break

3:30 - 4:30 Module 4: Service Strategy (completion)

4:30 - 5:00 Module 5: Service Design - (ITILFND02-13)

Evening Homework Study Material

DAy

28:30 - 10:00 Day 1 Review + Module 5: Service Design

10:00 - 10:15 Break

10:15 - 10:45 Module 5: Service Design (completion)

10:45 - 11:00 Break

11:00 - 12:00 Module 6: Service Transition - (ITILFND02-23)

12:00 - 1:00 Lunch

1:00 - 2:30 Module 6: Service Transition (completion)

2:30 - 2:45 Break

2:45 - 3:45 Module 7: Service Operation - (ITILFND02-33)

3:45 - 4:00 Break

4:00 - 5:00 Module 7: Service Operation (completion)

Evening Homework Study Material

DAy

38:30 09:30 Day 2 Review + Module 7: Service Operation

(completion, if required)

09:30 - 09:45 Break

9:45 - 11:15 Module 8: Continual Service Improvement - (ITILFND02-11)

11:15 - 12:00 Module 9: Technology and Architecture

- (ITILFND08-1, ITILFND08-2)

12:00 - 01:00 Lunch

01:00 - 03:00 Exam Preparation - (ITILFND10)

03:00 - 03:15 Evaluation

03:15 - 04:00 Break and Study Time

04:00 - 05:00 Exam

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SERVICE MANAGEMENT AS A PRACTICE |

MODULE 2

SERVICE MANAGEMENT AS A PRACTICE DURATION: 1 HOUR AND 30 MINUTES

SHARE

Learning Objectives

IDENTIFYChallenges in an

IT Organization

OUTLINE

ITIL as a Good Practice

DEFINE

Service | Service Management | Functions |

Roles | Processes | RACI

SLIDES

18

EXERCISE

The Lost Laundry

EVALUATION

6 MCQ Questions

BUSINESS

VALUE

LINK TO

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| ITIL v3 FOUNDATION | STUDENT | | SERVICE MANAGEMENT AS A PRACTICE

NOTES

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NOTES

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itil v3 classroom demo kit

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