Welcome to Our University Virtual Session

ITIL Foundation:
Session 1- ITIL Overview
Our University
Introductions

ITIL Foundation Virtual Learning & Certification Program

Tim Canning, Lead ITIL Facilitator

Stacey Prosser, Moderator

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 Session Objectives

Objectives of the Kick Off Session

 Provide an overview and key terms related to ITIL Foundation

 Share information about the certification exam

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Welcome! Where are you working from today?

At the top left of your screen, double-click on the arrow next to the rectangle. Select the
checkmark (or star or other item). Use this annotation tool to mark your location.
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Program Reminders

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ITIL Yammer Group

You will be added as a member to the Yammer Group for this program.
If you have not been added, please request to be added using the link sent
in the introduction session email.
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Important Program Notes

• Blended program – each week:

 1 hour facilitated virtual classroom session – provides overview of topic,
tips for learning key concepts, considerations when preparing for the
certification exam
 2-4 hours self-paced study to reinforce learning using web-based
learning, online books, online mentors and study prep exams

• Recording your certification

 You will be assigned a certification activity in MyLearning
 It will be completed on your behalf when you inform the University team
of the date of your certification (with appropriate documentation)

Please complete assigned online training before attending the live session.
Completion of program elements will be tracked.

There will be review questions at the beginning of each session (other than
this one).
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 Facilitated Virtual Learning Program
for ITIL Foundation Certification Prep Training
Open to anyone Able to apply ITIL ITSM principles
ITIL Foundation Certified
7 Weeks

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7

WBL 10
WBLs 2 – WBLs 4 – WBLs 7 –
WBL 1 WBL 6 WBL 9 (Test
Indiv. 3 5 8
Prep)
Pre-work

ITIL
Foundation
Exam*

Kick-off & Continual

Group Service Service Service Service Service Study
ITIL
Required Strategy Design Transition Operation Improveme Review
Overview nt

Reading
Indiv.
Suggested
OJT

Self-paced study – 2 to 4 hours per week

Virtual Classrooms – 1 hour each Reading Self Virtual On the Job Cert
eLearning
Assignment Assessment Classroom Training
*Schedule and sit for exam through an external testing center
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Weekly Session Topics

Session Topic
1 ITIL Overview
2 Service Strategy
3 Service Design
4 Service Transition
5 Service Operation
6 Continual Service Improvement
7 Study Review

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ITIL Foundation (2011 Edition)
Overview

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What is ITIL®

ITIL® [formally known as the Information Technology (IT) Infrastructure

Library]
– A framework for IT Service Management (ITSM)
– Set of 5 core books
– Consistent & comprehensive documented good practice for IT Service
Management
– Non-proprietary
– Non-prescriptive
– Good practice
– Best practice

Good practices are in wide industry use because they work.

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Benefits of Applying ITIL

 Establishes clear links between IT services and business strategies

 Improves quality and speed of IT services.
 Improves customer relations.
 Closes the gap between you and your competitors
- ITIL has levelled the playing field.

ITIL should create VALUE for the customer!

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ITIL® why have it?

 Common terminology both within the company & with our clients
 Improved user & customer satisfaction with IT services
 Improved service availability, directly leading to increased business profits &
revenue
 Financial savings from reduced rework, lost time, improved resource
management & usage
 Improved time to market for new products & services
 Improved decision making & optimised risk
 Implementation of ITIL will assist in compliance with demands from other
regulatory bodies such as the FDA (pharmaceuticals), Sarbanes-Oxley, 8th
Directive
 Use of ITIL is global, with ITIL qualifications internationally recognised
 Microsoft based MOF on ITIL
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ITIL Foundation – 2011 Edition vs version 3

 ITIL V3 is considered “outdated”

• Beware of ITIL v3 materials as you prepare for the exam.
 ITIL Foundation – 2011 Edition takes into account feedback from the user
and training community.
 ITIL Foundation – 2011 Edition is an update, not a new version.
 No entirely new concepts have been added in ITIL 2011, but the aim of the
updates are to "resolve errors and inconsistencies in the text and diagrams
across the whole suite".
 People who are certified on V3 do NOT need to seek re-certification on ITIL
Foundation 2011 Edition

www.itil.com

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Important ITIL Business Partners

 OGC – Office of Government Commerce

- Owns the ITIL copyright
 TSO – Stationery Office
- Official publisher of OGC
 APMG – APM Group
- OGC’s official accreditor
 EXIN – Examination Institute for Information
- Examination provider
- www.exin.com

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What is IT Service Management (ITSM)?

Service Management
– A set of specialized organizational capabilities for providing value to customers in the form of
services.
– ITSM transforms resources and capabilities into value-adding services.
 Resource
- Something that can be used
- Ex. Information, infrastructure, applications, financial capital
 Capabilities
- Ability to do something with Resources
- Ex. Organization, process, knowledge, management
 Service Assets
- Used to create value in the form of goods and services

Resources + Capabilities = Assets

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ITIL Key Concepts

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Key Concepts (1)

Service
– is a means of delivering value to customers by facilitating the
outcomes customers want to achieve without the ownership of
specific costs & risks

Customer Provider

Capabilities Service Capabilities

Resources Resources

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Key Concepts (2)

Utility
– Functionality offered by a Product or Service to meet a particular
need.
– “What it does”
– Fit for Purpose

Warranty
– A promise or guarantee that a Product or a Service will meet its
agreed requirements
– “How it is done”
– Fit for Use

Utility + Warranty = VALUE

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Key Concepts (3)

Customer
 Someone who buys goods or services
 Person or group that defines and agrees the services level targets
User
 Person who uses the IT service on a day-to-day basis
Provider
 A company or unit of a company that provides IT services to customers
Supplier
 A third party responsible for supplying goods or services that are required to
deliver IT services

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Key Concepts (4)

Business Cases
 Means of quantitatively supporting action of decision
Models
 Templates for common activities or structures
Packages
 Complete descriptions and specifications
Baselines
 Descriptions of a state at a particular point in time

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Key Concepts (5)

Process
 A set of coordinated activities combining resources and capabilities to produce an outcome that
creates value for the customer
 Set of activities
 25 Processes introduced throughout ITIL

Function
 Units of organizations specialized to perform certain types of work and responsible for specific
outcomes
 Set of people
 4 Functions - Service Desk, Technical Mgmt, Applications Mgmt, Operations Mgmt

Roles
 A position, responsibility or duty
 Set of duties
 Service Owners, Process Owners, Process Managers
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Process Characteristics

 Measurable
 Specific Results
 Delivers to the Customer
 Responds to Specific Events

Note: Timeliness is NOT a Process Characteristic

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RACI Model

 Chart documenting the roles and relationships of stakeholders in a process

or activity
 Maps all of your resources to all the activities

R Responsible The person or people responsible for getting the job

done
A Accountable Only 1 person can be accountable for each task
C Consulted Involved through input of knowledge and information
I Informed Receiving information about process execution and
quality

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RACI Model Example

Roles

ITSM System
REQUEST Service Desk Security Admin User

Log Request RACI - - I

Prioritize
Activities

Request RACI C - I

Verify Access RI C AC C

Provide
Access RI I A R

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ITIL Service Lifecycle

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ITIL Service Lifecycle

ITIL is structured around the Service Lifecycle which consists of the five
iterative phases as shown below

Service Strategy
Strategies, Policies, Standards
that drive the delivery of service operations to meet the client’s needs

Service Design
Plans to create/modify services
which are designed to meet customer expectations

Service Transition
Manage the transition of new/changed services into production.
Includes build, test, and implementation

Service Operation
Day-to-day operations of the services

Continual Service Improvement (CSI)

Activities to measure and improve services
Occurs in any and all phases of the service lifecycle

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ITIL ® Service Management Practices

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The 5 Books of ITIL ®
3. Service Transition
1. Service Strategy  7 Processes
 5 Processes • Transition Planning & Support
• Financial Mgmt for IT • Change Mgmt
• Strategy Mgmt for IT Services
• Service Portfolio Mgmt • Service Asset & Configuration Mgmt
• Demand Mgmt • Release & Deployment Mgmt
• Business Relationship Mgmt • Service Validation & Testing
• Change Evaluation
2. Service Design
 8 Processes • Knowledge Mgmt
• Service Catalog Mgmt
• Service Level Mgmt
4. Service Operation
• Capacity Mgmt  5 Processes  4 Functions
• Availability Mgmt
• Service Continuity Mgmt • Event Mgmt • Service Desk
• Information Security Mgmt • Incident Mgmt • Technical Mgmt
• Supplier Mgmt • Request Mgmt • Operations Control
• Design Coordination
• Problem Mgmt • Application Mgmt
• Access Mgmt Lifecycle

5. Continual Service Improvement

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About the ITIL Foundation Exam

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The ITIL Foundation Exam

• An ITIL service management examination consists of 40 multiple-choice

questions.
• Exam is supervised, either in a classroom environment or remotely via
webcam.
• Exam duration is 60 minutes. 75 minutes is allowed in certain situations (ie.
Language is not mother tongue or language in exam is not a business
language in the country).
• The pass mark is 65% (26/40).
• There are always four 'response alternatives': A, B, C, D.
• Only one answer is correct per question.
• No marks are deducted if a wrong answer is given (i.e., there is no 'negative
marking').
• The examination papers are designed to cover the whole topic of service
management in proportion to the prescribed weightings in the official syllabus.
This ensures there will be a wide spread of questions on each paper and that
the papers will be well balanced.
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Next Steps

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Topics

Session Topic
1 ITIL Overview
2 Service Strategy
3 Service Design
4 Service Transition
5 Service Operation
6 Continual Service Improvement
7 Study Review

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 Assignment for Week 2
Open to anyone Able to apply ITIL ITSM principles
ITIL Foundation Certified
7 Weeks

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7

WBL 10
WBLs 2 – WBLs 4 – WBLs 7 –
WBL 1 WBL 6 WBL 9 (Test
Indiv. 3 5 8
Prep)
Pre-work

ITIL
Foundation
Exam*

Continual
Group ITIL Service Service Service Service Service Study
Required Overview Strategy Design Transition Operation Improveme Review
nt

Reading
Indiv.
Suggested
OJT

Self-paced study – 2 to 4 hours per week

Virtual Classrooms – 1 hour each Reading Self Virtual On the Job Cert
eLearning
Assignment Assessment Classroom Training
*Schedule and sit for exam through an external testing center
38
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It is for Capgemini internal use only. Copyright© 2013 Capgemini. All rights reserved.
Online Training Modules - Assignments

Pre-work
Assignment for Component Type Title Duration (in hours)
Week . . .
1 WBT ITIL and the Service Lifecycle 1.5

2 WBT Service Strategy Fundamentals 2.5

2 WBT Service Strategy Processes 1.5

3 WBT Service Design Fundamentals 1.5

3 WBT Service Design Processes 2.5

2.5
Service Transition Processes &
4 WBT Policies
5 WBT Introduction to Service Operation 1

5 WBT Service Operation Processes 2

6 WBT Continual Service Improvement 1.5

7 Assessment ITIL Foundation (2011) TestPrep 1

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Reminder – ITIL Learning Resources

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ITIL Yammer Group

You will be added as a member to the Yammer Group for this program.

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ITIL Foundation Learning Map

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ITIL Mentoring

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ITIL Test Prep

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Navigating to the Learning Map (Option 1)

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Hover over Curriculum, then click as shown

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Click on ITIL - Foundation

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Navigating to the Learning Map (Option 2)

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Click on External Certifications

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Click on ITIL - Foundation

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Accessing the online ITIL book collection

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Select from the Browse Topics Drop-down

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Choose ITIL Version 3 (2011 Edition)

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QUESTIONS?

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