ITIL V3 2011 FOUNDATIONS

Updated information

Speaker Name
Title

©2010 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without
notice

The Service Lifecycle NEW

Service Level Management

Service Measurement
Supplier Management
Service Reporting
Availability Management
Service Improvement
Capacity Management

IT Service Continuity Management

Strategy Management for IT Services Information Security Management
Demand Management Service Catalogue Management
Service Portfolio Management

Financial Management
Configuration Management
Business Relationship Management
Change Management

Event Management Release and Deployment

Incident Management Change Evaluation

Problem Management Service Validation & Testing

Request Fulfillment Transition Planning and Support

Access Management Knowledge Management

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STRATEGY MANAGEMENT
FOR IT SERVICES

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 Activities NEW

• Strategic Service Assessment

– Assesses the present situation of the service provider within its current market spaces
(current service offerings, customer needs and competing offers from other service
providers)

• Service Strategy Definition

– Defines the overall goals the service provider should pursue in its development, and to
identify what services will be offered to what customers or customer segments, based
on the results of the Strategic Service Assessment.

• Service Strategy Execution

– Defines and plans strategic initiatives, and ensure the implementation of those
initiatives.

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Key Principles
• Business Planning Information
– Input from clients and external service providers, especially for devising the Service
Strategy and looking for ways to improve services
– Information that helps the service organization understand the businesses it serves
and their plans for the future

• Service Strategy
– Long-term plan of action, designed by the IT Service Organization to achieve defined
objectives

• Strategic Plan
– Plan for implementing the Service Strategy, containing objectives, activities and
responsibilities

• Strategic Service Assessment

– Assessment to gain insight into a service provider's weaknesses and strengths prior to
developing a Service Strategy

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Roles NEW

Service Strategy Manager - Process Owner

• Supports the IT Steering Group in producing and maintaining the
service provider's strategy
• Communicates and implements the service strategy

IT Steering Group (ISG)

• Sets the direction and strategy for IT Services
• Includes members of senior management from business and IT
• Reviews the business and IT strategies in order to make sure that they
are aligned
• Sets priorities of service development programs/ projects

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 BUSINESS RELATIONSHIP
MANAGEMENT

Activities NEW

• Maintain Customer Relationships

– Ensurethat the service provider continues to understand the needs of existing
customers and establishes relationships with potential new customers

• Identify Service Requirements

– Understand and document the desired outcome of a service, and to decide if the
customer's need can be fulfilled using an existing service offering

• Sign up Customers to Standard Services

– Capture customer requirements and agree service level targets with customers who
request the provision of existing standard services

• Customer Satisfaction Survey

– Plan, carry out and evaluate regular customer satisfaction surveys

• Complaints Management
– Assess customer complaints and to instigate corrective action if required.

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Key Principles
• Complaints Log
– Fullhistory of all received customer complaints, complete with activities triggered by
those complaints.

• Customer Portfolio
– Record of all customers of the IT service provider

• Customer Survey Questionnaire

– A questionnaire for surveying customer satisfaction

• Desired Service Outcomes

– The desired outcomes of a service, stated in the language of the customer

• Outline of Service Requirements

– The desired outcome of a service, stated in terms of required service functionality
(utility) and service levels (warranty)

• Suggestions and Complaints

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 Roles NEW

Business Relationship Manager - Process Owner

• Maintains a positive relationship with customers
• Identifies customer needs
• Ensures that the service provider is able to meet these needs with an
appropriate catalogue of services
• Works closely with the Service Level Manager

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DESIGN COORDINATION

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Overview
• Design Coordination is now responsible for coordinating the design
activities carried out by other Service Design processes
• In the previous ITIL version, some of these tasks were carried out as
part of Service Level Management

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 Activities
• Design Coordination Support
– Coordinate and develop Service Design assets, and ensure that a consistent approach
to designing new or changed services is adopted across all service transition projects

• Service Design Planning

– Plan design activities in detail, making sure that all relevant aspects are considered
during service design

• Service Design Coordination and Monitoring

– Coordinate the design activities performed by various Service Design processes
– Determine if the new or changed service can be provided economically
– Decide if the clients' requirements can be fulfilled or must be renegotiated

• Technical and Organizational Service Design

– Determine how a new service will be provided from an IT perspective

• Service Design Review and RFC Submission

– Submit the Service Design Package to a final review and initiate the RFC

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Roles NEW

Service Design Manager - Process Owner

• Produces quality, secure and resilient designs for new or improved
services.
• Includes producing and maintaining all design documentation

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SERVICE LEVEL
MANAGEMENT

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 Overview
• In ITIL 2011, the Service Review activities are part of Continual
Service Improvement
• Service Level Management has been completely redesigned in ITIL
2011 following the introduction of the Design Coordination process
(coordinating activities have been removed)
• Service Level Management is now mainly responsible for gathering
service requirements, as well as monitoring and reporting with regards
to agreed service levels

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Activities NEW

• Maintenance of the SLM Framework

– Design and maintain the underlying structure of the Customer Agreement Portfolio,
and to provide templates for the various SLM documents.

• Identification of Service Requirements

– Capture desired outcomes (requirements from the customer viewpoint) for new
services or major service modifications

• Agreements Sign-Off and Service Activation

– Have all relevant contracts (SLA and OLA) signed off after completion of Service
Transition, and to check if Service Acceptance Criteria are fulfilled

• Service Level Monitoring and Reporting

– Monitor achieved service levels and compare them with agreed service level targets
("Service Level Report")

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Roles
Service Level Manager - Process Owner
• Negotiates Service Level Agreements and ensures that these are met
• Ensures that all IT Service Management processes, Operational Level
Agreements and Underpinning Contracts are appropriate for the
agreed service level targets
• Monitors and reports on service levels

Service Owner
• Delivers a particular service within the agreed service levels
• Acts as the counterpart of the Service Level Manager when
negotiating Operational Level Agreements (OLAs)

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 CHANGE EVALUATION

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Overview
• In ITIL 2011 a Change Evaluation process has been added, following
a clarification in the ITIL® books that the purpose of this process is the
evaluation of Major Changes
• Change Evaluation is called upon by the Change Management
process at various points in a Change’s lifecycle to perform a Change
assessment

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Activities
• Change Evaluation prior to Planning
– Assess a proposed major Change before authorizing the Change planning phase

• Change Evaluation prior to Build

– Assess a proposed major Change before authorizing the Change build phase

• Change Evaluation prior to Deployment

– Assess a proposed major Change before authorizing the Change deployment phase

• Change Evaluation after Deployment

– Assess a major Change after it has been implemented, to verify if the Change has met
its objectives and to identify any lessons to be learned

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 Key Principles
• Change Evaluation Report
– Documented results of a formal Change Evaluation prior to authorization
– To be used for certain types of major Changes, like the introduction of a new service or
a substantial change to an existing service
– May be used at different points in a Change’s lifecycle, for example before authorizing
the Change/Release build or during the Post Implementation Review

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THANK YOU

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