1. ITIL@iNautix
Shivakumar

2. Page 2
Recap
 What is ITIL?
 What are the benefits of ITIL?
 Total number of process & function in ITIL V3
 What are the different life cycle phases of ITIL V3 Core Framework?
 What do you mean by Service?
 What is process, function and role?
 What do you mean by incident?
 What is the difference between incident and problem?
 What is the difference between normal change and standard change?

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Key Principles & Concepts

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Utility and Warranty
 Utility and Warranty come handy when characterizing and checking
the value of a IT Service as it progresses throughout its lifecycle.
– Utility - Functionality offered by a Product or a Service to meet a particular need.
Utility is often summarized as “what it does”.
– Warranty - A promise or guarantee that a Product or a Service will meet its agreed
requirements (”how it is done”).

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Capabilities & Resources
 Capability is the ability of an
organization, person, process,
application configuration item or IT
services to carry out an activity.
 Resources is a generic term that
includes IT infrastructure, people,
money or anything else that might help
to deliver an IT service.

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Objectives, CSFs, KPIs, Metrics, and Measurements
 Objectives: Establish the reason for
measurement. Measurement in itself has
no value. Rather, it only has value in as
much as it supports achievement of
specific objectives.
 Critical Success Factors: Define
specific things that must happen if
objectives are to be achieved.
 Key Performance Indicators: Are
metrics which specifically indicate
progress or performance around or
toward Critical Success Factors.
 Metrics: Are the definitions of what will
be measured and how it will be
measured.
 Measurements: Are the actual readings
taken based upon a specific metric.
Objectives
Key Performance Indicators
Metrics

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SLA & OLA
 Service level Requirements (SLR): Is a set of targets and responsibilities
documented and agreed witihin and SLR for each proposed new or changed
service. SLRs are based on Business Objectives and are used to negotiate
agreed Service Level Targets.
 Service Level Agreement (SLA) : Is a written agreement between an IT
service provider and the IT customer, defining the key service targets and
responsibilities of both parties.
 Operational Level Agreement (OLA): Is an agreement between an IT
service provider and another part of the same organization that assists with
the provision of services.
 Underpinning Contract (UC) : Is a contract between service provider and an
external supplier covering delivery of service that support the IT organization
in their delivery of services.

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ClientsClientsClientsClients
SLA - Service Level AgreementSLA - Service Level Agreement
Service ITService IT
SLM - Service Level ManagementSLM - Service Level Management
Service ITService IT
SLM - Service Level ManagementSLM - Service Level Management
OLA - Operational Level AgreementOLA - Operational Level Agreement UC - Underpinning ContractsUC - Underpinning Contracts
INTERNALINTERNALINTERNALINTERNAL EXTERNALEXTERNALEXTERNALEXTERNAL
SLA & OLA

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Service Portfolio & Service Catalogue
 Service Portfolio
– Contains information and all future requirements for every service
– Supports all processes
– Designed by Service Design
– Owned and managed by Service Strategy
 Service Catalogue
– Is a subset of Service Portfolio
– Is a customer-facing view of the IT Services in use.
– Contains
 Details of all operational services
 Summary of all services and customer characteristics.
 Service Design Package
– Defines a set of design constraints
– Passes the package to Service Transition
 Details and requirement of the Services.

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Benchmarks
 Provides Insight into Quality & Performance
– Relative to
 Standards
 Best Practice
 Peer Groups/organizations
 Act as a lever
 Provides Direction
 Identifies Opportunities
 Basis for Quick Wins

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Governance
 Governance is about Exerting Control
 Enterprise Governance
– Span Corporate & Business Governance
 Corporate Governance
– Transparency & Accountability
 IT Governance
– Control Over IT Service Lifecycle.

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RACI Model
 Responsibility
– Correct Execution of Process & Activities
 Accountability
– Ownership of Quality & Process Outcomes
 Consulted
– Knowledge & Information Input
 Informed
– Receive information About Quality of Process (Qop)

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RACI
Responsible – Those responsible to do the task.
Accountable – Only 1 person
Consulted – Those who are consulted
Informed – Those informed on progress

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PDCA (Deming Cycle)
 PDCA provides a method for
improving any process systematically
 The goal is to identify errors or
omissions that cause the output of
the process to fall short of
expectations

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Four steps in the PDCA cycle
 Plan how to improve a service first by identifying and measuring Key
Performance Indicators (KPIs)
 Do (implement) changes designed to improve the KPIs.
 Check KPI performance to evaluate if the changes are achieving the
desired result.
 Act (implement) changes on a larger scale if the experiment is
successful.

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Financial Management
 Budgeting
– The process of predicting and controlling the spending of money within the
enterprise - consists of a periodic negotiation cycle to set budgets, usually annual,
and the day-to-day monitoring of the current budgets.
 IT Accounting
– The set of processes that enable the IT organization to fully account for the way its
money is spent, particularly the ability to identify costs by customer, by service or by
activity.
 It usually involves ledgers and should be overseen by someone trained in accountancy.
 Charging
– The set of processes required to bill a customer for the services supplied to them.
To achieve this requires good IT Accounting, to a level of detail determined by the
requirements of the analysis, billing and reporting processes.
 Billing
– Bills must be:
 Simple, Understandable & Justifiable

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Various non-proprietary frameworks and methods

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Sample Questions

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The ITIL V3 core is structured around?
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle

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Functions are BEST described as?
a) A body of knowledge
b) Closed loop systems
c) Self-Contained units of organization
d) Project focusing on transformation

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The priority of an Incident is BEST described as?
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so
that it is resolved in time
d) The escalation path that will be followed to ensure resolution to the
Incident

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ITIL Foundation Exam Format
 One Hour Proctored Exam
 Closed-book
 40 Multiple-choice questions
 Pass mark is 65% (26 correctly answered out of 40)
 The Foundation Certificate in IT Service Management (ITIL Foundation)
guarantees your understanding of the basic terms, concepts, and
relationships between ITIL processes.

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ITIL Qualification Scheme