Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

Introduction

• Welcome
• What you should know

1. ITIL Foundation Concepts

• Services and service management
• The service lifecycle
• Service management terminology, principles, and models
• Service management processes and functions
• Service management roles
• Service management technology and architecture

2. Seven Ways to Apply ITIL Foundation Concepts

• Applying ITIL doesn't have to be this way
• The Seven Ways: Service management applications
• The Seven Ways: A service management manifesto
• Enact and enable outcomes
• Enlighten and empower people
• Lower barriers, increase enablers
• Improve moments of truth
• Bringing the first four ways together
• Root out variation and dependency
• Lower transaction costs
• Reflect and act as individuals, teams, and organizations
• Now that we've covered our approach, let's start applying

3. Apply: Real-World Examples

• Services and service management
• Service management lifecycle
• Service management terminology
• Service management processes
• Service management functions
• Service management roles
• Service management technology and architecture

4. Apply: Services and Service Management

• Services and stakeholders
• Services and business services
• Value perception and stakeholder relations
• Hiding the specifics of costs and risks
• Internal and external services, customers, and users
• Core, enabling, option, and enhancing services
• Service assets
• Service parts
• Service features, qualities, and telemetry
• Service management capabilities
• Service portfolio
• Service catalog
• Utility and warranty = Value
• Variation, dependencies, and service degradation
• SLAs, OLAs, and UCs

5. Apply: Service Management Lifecycle Concepts

• Service strategy
• Service design
• Service transition
• Service operation
• Continual service improvement (CSI)

6. Apply: Service Management Terminology and Key Principles and Models

• Why shared terminology is important
• Service management terminology and key principles and models
• Overall and next-level-down understanding
• A hunting we shall go
• Do something with it
• Where does it hurt?
• Key principles and models
• Value creation through services
• People, process, products, and partners
• Five aspects of service design
• CSI approach
• CSFs and KPIs
• Baselines
• Technology, process, and service metrics

7. Apply ITIL Foundation Processes

• Service management processes
• Service strategy
• Service design
• Service transition
• Service operation
• CSI approach

8. Apply ITIL Foundation Functions

• Service desk, application, technology, and IT operations management
• Service desk
• Technical management
• IT operations management
• Application management

9. Apply ITIL Roles

• Service management roles
• Process owner and process manager
• Service owner
• RACI: Responsible and accountable
• RACI: Consulted and informed

10. Apply Service Management Technology and Architecture

• Service management technology and architecture
• Scope of automation
• Tooling
• Reduce variation by simplification and automation
• Service analytics
• Event management techniques

Conclusion

• Next steps
• Additional resources