ITIL Foundation in IT Services Management & Certification
This 3 day course delivered by ALC Education provides a comprehensive understanding of the Service Lifecycle, from Strategy and Design through Transition to daily Operation. ITIL is the world's most widely established approach to IT Service Management used to enhance the quality of IT services. It advocates that IT services are aligned to business needs and provides guidance on how to use IT as a tool to facilitate business change, transformation and growth.
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ITIL Service Life Cycle
The ITIL Service Lifecycle is comprised of the following volumes:
- ITIL Service Strategy
- ITIL Service Design
- ITIL Service Transition
- ITIL Service Operation
- ITIL Continual Service Improvement
These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.
ITIL Service Strategy
Service Strategy provides guidance on how to design, develop and implement Service Management not only as an organisational capability as a strategic asset.
- Strategy Management for IT Services
- Service Portfolio Management
- Financial Management for IT Services
- Demand Management
- Business Relationship Management
The ABC of Financial Management for IT Services (Accounting, Budgeting, Charging), provides the quantification of the value of IT services and assets, and the qualification of operational forecasting.
ITIL Service Design
Service Design provides guidance for the design of appropriate and innovative IT services, including their architecture, processes, policies, and documentation, to meet current and future agreed business requirements.
- Design Coordination
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity Management
- Continuity Management
- Security Management
- Supplier Management
There are five aspects of Service Design that provide a holistic approach to the design of new and changed services [STAMP]. Service Solutions for new or changed services; Management Information system and Tools; Technology Architectures and management architectures; Measurement methods and Metrics; and The Processes required.
The CIA triad (Confidentiality, Integrity, Availability) of information security management is the benchmark model used to evaluate and match the agreed needs of the business.
ITIL Service Transition
Service Transition provides guidance for the development and improvement of capabilities for transitioning new and changed services into operations.
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Validation and Testing
- Change Evaluation
- Knowledge Management
The Seven R's of change management offer a process to assess the risk and benefit of change to a service: Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementation of the change? What is the RELATIONSHIP between this change and other changes?
ITIL Service Operation
Service Operation includes guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider. From a customer viewpoint Service Operation is where actual value is seen / realised. The operation of service is where plans, designs and optimisations are executed and measured.
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
The service desk is a critical component to an organisation's ITSM. It is key to the successful implementation and fulfilment of service operation processes. A good service desk may compensate for deficiencies elsewhere within the organisation, but an ineffective service desk can give a poor impression of an otherwise excellent service. Hence, the correct calibre of staff must be used on the service desk.
ITIL Continual Service Improvement
A focus on increasing the efficiency, maximising the effectiveness and optimising the cost of services and the underlying IT Service Management (ITSM) processes.
- 7 Step Improvement Process
Many organizations attempt Service Improvement through ‘big bang’ implementations, but often small iterative improvements to a service or process can be more efficient and less risky. The Deming Cycle (or PDCA Cycle) provides a method for quality improvement. After each phase there is a period of consolidation to ensure new improvements are performing as intended and that the benefits are not temporary. Activities in the Deming Cycle:
- Plan - Planning the Improvements
- Do - Implementation of Improvements
- Check - Monitoring, Measuring and Reviewing
- Act - Improvements implemented fully
The 7 Step Improvement Process explains how to measure and report on service improvement. It is vital to baseline so to measure any improvements or deficiencies against an original marker. The 7 steps include:
- What should you measure?
- What can be measured?
- Gather Data
- Process Data
- Analyse Data
- Present and use information
- Implement Corrective Action - add to Service Improvement Plan (SIP), create a new baseline and start the 7 steps again.
There are close links between the 7 Step Improvement Process, the Deming Cycle and the Data to Information to Knowledge to Wisdom (DIKW) structure of Knowledge Management, which should feed into the Service Improvement Plan (SIP).
Related Standards and Frameworks
ITIL is mapped in ISO 20000. This recognizes the way that ITIL can be used in to meet the requirements set out for ISO 20000 certification and the interdependent nature with ITIL. This is the first such mapping that the International Organization for Standardization has allowed to be part of their standards
- ISO/IEC 20000
- ISO 27000
- ISO 9000
- ISO 19770
- ISO 15504
- SixSigma
- COBIT
About AXELOS Global Best Practice
ITIL's ITSM Best Practice is supported by the AXELOS certification scheme that enables practitioners to demonstrate abilities in adopting and adapting the framework to address an organisation's specific needs.
AXELOS, created on behalf of Her Majesty’s Government in the UK, is responsible for developing best practice methodologies used globally by professionals working primarily in project, programme and portfolio management, ITSM and cyber resilience.
www.axelos.com
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