ITIL Practices:

Monitor, Support and Fulfil

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Speakers
Joan Sales
ITIL Product Manager

Adam Griffith
ITIL Architect

Roman Zhuravlev
Senior ITIL Architect

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What is MSF?

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4
MSF Practices

Service desk

Incident management

Problem management

Service request management

Monitoring and event management

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Practices update

In 2023, we updated 15 practice guides

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 Foundation-scoped practices
• Continual improvement • Change enablement • Deployment management
• Information security • Incident management
management
• IT asset management
• Relationship management
• Monitoring and event
• Supplier management management
• Problem management
• Release management
• Service configuration
management
• Service desk
• Service level management
• Service request
management

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 Bundling the practices
• Continual improvement • Change enablement • Deployment management
• Information security • Incident management
management
• IT asset management
• Relationship management
• Monitoring and event
• Supplier management management
• Problem management
• Release management
• Service configuration
management
• Service desk
• Service level management
• Service request
management

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 Bundling the practices
• Continual improvement • Change enablement • Deployment management
• Information security • Incident management
management
• IT asset management
• Relationship management
• Monitoring and event
• Supplier management management
• Problem management
• Release management
• Service configuration
management
• Service desk
• Service level management
• Service request
management

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 Bundling the practices
• Continual improvement • Change enablement • Deployment management
• Information security • Incident management
management
• IT asset management
• Relationship management
• Monitoring and event
• Supplier management management
• Problem management
• Release management
• Service configuration
management
• Service desk
• Service level management
• Service request
management

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Practice guide structure
▪ General information ▪ Partners and
▪ Purpose and description suppliers
▪ Terms and concepts
▪ Scope ▪ Capability
▪ Practice success factors assessment and
▪ Key metrics development
▪ Capability levels
▪ Value streams and processes ▪ Capability self-
▪ Processes assessment
▪ Value stream contribution ▪ Capability
development
▪ Organization and people
▪ Roles, competencies, and ▪ Recommendations
responsibilities for practice success
▪ Organizational structures and
teams

▪ Information and technology

▪ Information exchange
▪ Automation and tooling

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General
information

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Practice success factors
For the incident management practice to
achieve its purpose, the service provider needs
to:

▪ Detect incidents early

▪ Resolve incidents quickly

and efficiently

▪ Continually improve incident

management

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Key metrics
For the incident management practice to To understand if this PSF is
achieve its purpose, the service provider needs realised, measure:
to:

▪ Detect incidents early ▪ Time between incident

occurrence and detection
▪ Percentage of incidents
▪ Resolve incidents quickly detected via monitoring and
and efficiently event management

▪ Continually improve incident

management

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Key metrics
For the incident management practice to To understand if this PSF is
achieve its purpose, the service provider needs realised, measure:
to:

▪ Detect incidents early ▪ Time between incident detection

and acceptance for diagnosis
▪ Time of diagnosis
▪ Resolve incidents quickly ▪ Number of reassignments
and efficiently ▪ Percentage of waiting time in the
overall incident handling time
▪ First-time resolution rate
▪ Continually improve incident ▪ Meeting the agreed resolution time
management ▪ User satisfaction with incident
handling and resolution
▪ Percentage of incidents resolved
automatically
▪ Percentage of incidents resolved
before being reported by users
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Key metrics
For the incident management practice to To understand if this PSF is
achieve its purpose, the service provider needs realised, measure:
to:

▪ Detect incidents early ▪ Percentage of incident resolutions

using previously identified and
recorded solutions
▪ Resolve incidents quickly ▪ Percentage of incidents resolved
and efficiently using incident models
▪ Improvement of the key practice
indicators over time
▪ Continually improve incident ▪ Balance between the speed and
management effectiveness metrics for incident
resolution

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Value streams
and
processes

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Practices, processes, and service value
streams

Practices include multiple Value stream step 1 Value stream step 2 Value stream step 3
processes.
Activities of Activities of Activities of
Service
Workflow of a service value
Practice A Practice B Practice N

stream is formed of activities

from multiple practices. Practice D
Practice E
Practices enable value only in Practice Y

the context of service value Practice Z

streams.

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Typical key service value streams

Incidents Resolution

Users
Requests Fulfilment

Requirements Planning Development Deployment

Customers
Strategy Portfolio

Monitoring
Operations
Maintenance

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Organization
and
people

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LACMT competency model

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 LACMT competencies per process activity

Activities of the Skills and

processes knowledge
specific to each
activity

Competency
codes specific
to the activity
Roles
commonly
responsible for
the activity

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Information
and
technology

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Automation tools and solutions

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Automation solutions per process activity

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Partners
and
suppliers

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Dependencies and support

• Dependencies of the practice on

suppliers and partners

• Support of the practice by suppliers

and partners
• Participation in the practice activities
• Provision of software tools
• Consulting

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Capability
development

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ITIL 4 maturity model

▪ Maturity assessment of the SVS

▪ Capability assessment of the practices

▪ Assessment of the IT service governance and

management system, NOT of ITIL
implementation

▪ Available via Axelos Consulting Partners

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https://www.axelos.com/for-organizations/itil-maturity-model
Developing capabilities
Continual
improvement
Measurement
and reporting
Dependencies
and integration
continually improving
Tools and
procedures continually
Roles and
measured and 5
responsibilities assessed
Processes and
activities 4
well-defined; organized;
Stakeholders
and resources integrated
Purpose and
objectives 3
basic set of activities;
specialized resources

2
Initial/intuitive

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Capability criteria

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Recommendations
for
practice success

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ITIL4 Guiding Principles

FOCUS ON COLLABORATE KEEP IT SIMPLE

VALUE AND PROMOTE AND PRACTICAL
VISIBILITY

START WHERE PROGRESS THINK OPTIMIZE AND

YOU ARE ITERATIVELY AND WORK AUTOMATE
WITH FEEDBACK HOLISTICALLY

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Recommendations for practice success
Recommendations Guiding principles

Look at the incidents from the service consumer ▪ Focus on value

perspective. ▪ Collaborate and promote visibility

▪ Collaborate and promote visibility

Gather and reuse data.
▪ Optimize and automate

Understand, manage, and improve the incident

▪ Think and work holistically
resolution value stream, not only the incident
▪ Focus on value
management practice.

▪ Start where you are

Develop the practice continually, but do not
▪ Progress iteratively with feedback
overcomplicate it.
▪ Keep it simple and practical

▪ Optimize and automate

Adjust for complexity.
▪ Collaborate and promote visibility
▪ Focus on value
Demonstrate business value.
▪ Collaborate and promote visibility

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MSF
training
journeys

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Flexible cost and time commitments
• Each practice is available as a one-
day training with associated exam
consisting of 20 MCQs (30 min)

• MSF bundles all five practices into a

three-day training and one exam
consisting of 60 MCQs (90 min)

• Achieving the ITIL Practice Manager

designation requires 5 practices
completed in either format and ITIL
4: Create, Deliver and Support

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ITIL 4: Create, Deliver and Support
• Integrated teams • Continuous integration and
• Employee satisfaction delivery/deployment (CI/CD)
management • Practices that contribute to
• Positive communications these value streams
• Shift-left • Coordinating, prioritizing, and
• Workforce planning structuring work
• Collaboration and workflow • Buy vs build
• Robotic process automation • Sourcing options
(RPA) • Service integration and
• Artificial intelligence management
• Machine learning • Value stream for new service
• Information models • Value stream for user support

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ITIL 4: Create, Deliver and Support
• Practices that contribute to a • Practices that contribute to a
value stream for creating a value stream for user
new service: support:
• Service design • Service desk
• Software development and • Incident management
management • Problem management
• Deployment management • Knowledge management
• Release management • Service level management
• Service validation and • Monitoring and event
testing management
• Change enablement

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To be
continued…

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How-to master classes

• October, 10
• How to self-assess service management capability Roman

• October, 24
• How to use the competency model Roman & Dmitry

• November, 7
• How to ensure practices’ success Adam & Roman

• December, 19
• How to integrate practices into value streams Roman & Adam

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Practice bundles master classes

• November, 28
• Monitor, support, and fulfil Adam

• December, 5
• Plan, implement, and control Roman

• December, 12
• Collaborate, assure, and improve David

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Time for your questions!
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