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Welcome to your Complementary Download Report
This document is supplementary to the information available to you online at
freeITILtraining.com. You can use it to read offline, to print out and to annotate
key points. This document is yours to keep after your online access has ended.
Icons
This will remind you of something you need
Tip to take note of or give you some exam
guidance.
Purpose or
For a process, practice or activity.
Objective
Contents
Welcome to your Complementary Download Report ............................................ 1
Icons .................................................................................................................................1
1. Welcome! ................................................................................................................... 3
2. The History of ITIL ........................................................................................................4
3. Service Management Key Concepts .....................................................................6
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3.1. Service Management .........................................................................................6
3.2. Organizations ......................................................................................................7
3.3. Value Co-creation ..............................................................................................8
3.4. Who’s Who in Service Management? ..............................................................8
3.5. Products and Services ........................................................................................9
4. Guiding Principles ....................................................................................................11
5. Four Dimensions of Service Management............................................................ 12
6. The Service Value System .......................................................................................13
7. ITIL Practices .............................................................................................................16
7.1. Types of Practice ...............................................................................................16
7.2. Change Control ................................................................................................18
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1. Welcome!
Welcome to your free introduction to ITIL from ITSM Zone, world leaders in online
service management training!
Throughout my career, I’ve seen the benefits that ITIL can deliver in organisations
of all sizes, and in all sectors. With this free course, you can get a taster of what
ITIL can offer and information to help you decide on your next steps – whether
that’s taking a training course, engaging with the community or trying
something out in your own workplace.
I hope you find this report useful. If you’d like to keep in touch, you can follow
me on twitter @ClaireAgutter, or for company news follow @ITSMZone.
Kind regards
Claire Agutter
Lead Tutor
ITSM Zone
Ctrl + click the logo to view the full ITSM Zone training catalogue
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2. The History of ITIL
ITIL was first developed by the UK government in the 1980s, to help improve the
quality of IT services and IT projects. The Central Computer and
Telecommunications Agency (CCTA, later renamed the Office of Government
Commerce) was tasked with developing a framework for efficient and
financially responsible use of IT resources in a government environment.
The earliest version of ITIL was called the Government Information Technology
Infrastructure Management (GITIM). GITIM focused on service support and
service delivery but was very different from the current version of ITIL. Large
companies and government agencies started to adopt ITIL, spreading service
management across the world.
In 2007, version 3 of ITIL was released, with an update to v3 in 2011. V3 of ITIL was
based around a service lifecycle:
▪ Service strategy
▪ Service design
▪ Service transition
▪ Service operation
The newest ITIL version is ITIL 4. Released in 2019, ITIL 4 has evolved to a value
system focused approach and can be integrated with other management
practices like Agile and DevOps.
ITIL has evolved into a common framework for the management of all IT
activities. It is vendor-neutral, non-prescriptive guidance that helps IT
organizations align themselves with their customers and deliver outcomes that
offer real value. ITIL is now owned and managed by AXELOS, a joint venture
between Capita and the UK government’s Cabinet Office.
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3. Service Management Key Concepts
Think about…
The products and services that we buy and consume need to
add value to our lives, or we won’t continue to consume them.
!
▪ What products and services are essential to your day to
day life?
Possible considerations…
Think about a typical day in your life. When your alarm goes off,
do you check your phone? Or turn on the TV and watch the
! news? Do you drive to work or get public transport? Or maybe
work from home using a laptop and cloud-based software
packages.
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store, or buy a product, you form an opinion about the organization’s service
management capabilities.
3.2. Organizations
▪ A single person
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3.3. Value Co-creation
Source: businessdictionary.com
▪ Customer
▪ User
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▪ Sponsor
Learn more
▪ People
▪ Information
▪ Technology
▪ Value streams
▪ Processes
▪ Suppliers
▪ Partners
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“A product is a configuration of an
Product organization’s resources designed to offer
value for a consumer.”
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4. Guiding Principles
“A guiding principle is a recommendation
Guiding that guides an organization in all
Principles circumstances.”
▪ Goals
▪ Key staff
▪ Strategies
▪ Types of work
▪ Management structure
The principles remain constant, no matter what else changes. The guiding
principles should encourage and support continual improvement. They apply
across the whole organization at all levels – ALL staff should be aware of them.
In each situation, staff and organizations should consider their principles and
what is applicable. Not all principles are relevant in every situation, but they all
be reviewed on each occasion to assess if they are appropriate.
▪ Focus on value
ITIL ▪ Start where you are
Guiding ▪ Progress iteratively with feedback
▪ Collaborate and promote visibility
Principles ▪ Think and work holistically
▪ Keep it simple and practical
▪ Optimize and automate
Hint
Remember that the principles are not standalone, they all
interact with and depend on each other.
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5. Four Dimensions of Service Management
The four dimensions are:
They are relevant to all elements of the Service Value System (SVS). Failing to
consider all of the four dimensions can lead to services that offer poor quality or
efficiency or may even mean services aren’t delivered at all. The four
dimensions can overlap and interact in unpredictable ways. The four dimensions
must be considered for every service.
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ITIL 4 Foundation fig. 3.1 The four dimensions of service management
© Copyright AXELOS Ltd 2019. All rights reserved. Material is reproduced under license from
AXELOS Ltd
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6. The Service Value System
The ITIL Service Value System (SVS) is “a model representing how all the
components and activities of an organization work together to facilitate value
creation.” It includes:
▪ Guiding principles
▪ Governance
▪ Practices
▪ Continual improvement
“The ITIL SVS describes how all the components and activities of an organization
work together as a system to enable value creation. Each organization’s SVS
has interfaces with other organizations, forming an ecosystem that can in turn
facilitate value for those organizations, their customers, and their stakeholders.”
The purpose of the SVS is to ensure that the organization continually co-creates
value with all stakeholders through the use and management of products and
services. The figure below shows the SVS:
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ITIL 4 Foundation fig. 4.1 The ITIL Service Value System
© Copyright AXELOS Ltd 2019. All rights reserved. Material is reproduced under license from
AXELOS Ltd
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The table below explains the areas on the figure:
▪ Increase flexibility
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▪ Support a holistic view
▪ Enable integration
▪ Support resilience and agility
7. ITIL Practices
“A practice is a set of organizational
resources designed for performing work or
Practice accomplishing an objective.”
Each ITIL practice supports multiple service value chain activities. Practices are
made up resources from the 4 dimensions of service management:
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The table below shows the full list of ITIL practices:
Technical Management
General Management Service Management
Practices
Practices Practices
Architecture Deployment
management Availability management management
Infrastructure and
Continual improvement Business analysis platform management
Knowledge
management Change control
Measurement and
reporting Incident management
Organizational change
Management IT asset management
Project management
Problem management
Relationship
management Release management
Service catalogue
Risk management management
Service configuration
Service financial
management
management
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Service continuity
Strategy management management
Service design
Supplier management
Service level
management
Service request
management
The course covered one ITIL practice in more depth: change control (often
referred to as change management).
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Each organization will define its own scope for change control. This often
includes:
▪ IT infrastructure
▪ Applications
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▪ Documentation
▪ Processes
▪ Supplier relationships
Next Steps…
For your next steps, why not consider:
Ctrl and Click to view all best practice training from ITSM Zone
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