IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | Simplilearn
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The document outlines ITIL (Information Technology Infrastructure Library) as a framework for best practices in IT service management, emphasizing its benefits such as improved service delivery and customer satisfaction. It details the ITIL service lifecycle, which includes stages like service strategy, design, transition, operation, and continual improvement, while also explaining key concepts related to ITSM (IT Service Management) such as service relationships and value co-creation. The document provides an overview of essential processes in each stage, helping organizations understand how to effectively manage and deliver IT services.
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | Simplilearn
- 2. What’s in it for you? • What is ITIL? • What is ITSM? • ITSM Key Concepts • ITIL Service Lifecycle
- 3. What is ITIL? ITIL is a list of volumes that describe a framework for the best practices to deliver IT services. These practices are drawn from the private and public sectors worldwide. ITIL has the following benefits:
- 4. Click here to watch the video
- 5. What is ITIL? ITIL is a list of volumes that describe a framework for the best practices to deliver IT services. These practices are drawn from the private and public sectors worldwide. ITIL has the following benefits: Reduced IT costs Improved IT services Improved customer satisfaction Standards and guidance
- 6. What is ITIL? ITIL is a list of volumes that describe a framework for the best practices to deliver IT services. These practices are drawn from the private and public sectors worldwide. ITIL has the following benefits: Improved productivity Improved skills and experience Improved delivery of 3rd party services
- 7. What is ITIL? ITIL has gone through several revisions and comprises of five books, focusing on the various processes and stages of the IT service lifecycle
- 8. What is ITIL? ITIL has gone through several revisions and comprises of five books, focusing on the various processes and stages of the IT service lifecycle Their most recent update, ITIL 4 began to start rolling out in Q1 of 2019, focuses on more agile, flexible and customizable version of ITIL, modified for modern businesses
- 9. What is ITSM? IT Service Management focuses on implementing, managing and delivering IT services to ensure the goals of the organization are met
- 10. What is ITSM? IT Service Management focuses on implementing, managing and delivering IT services to ensure the goals of the organization are met It uses the appropriate mix of people, processes and technology to ensure they can provide value to the organization
- 11. ITSM Key Concepts Value is the perceived benefits, usefulness and importance of something. Value is subjective in nature with respect to stakeholders, organization and customers Co-creation of value refers to a strategy that encourages involvement from customers to provide them with a greater experience To understand ITIL and ITSM, certain keywords need to be understood. Terms like:
- 12. ITSM Key Concepts A service refers to a means of giving value to customers, with favorable outcomes without having to manage specific costs and risks The service relationship refers to the co-operation between a service provider and a service consumer To understand ITIL and ITSM, certain keywords need to be understood. Terms like: The service provider is role performed by an organization that provides services to consumers
- 13. ITSM Key Concepts A service consumer could represent the customer, user and sponsor of the service An organization represents a group of people that have their own functions with responsibilities, authorities and relationship to achieve their objectives To understand ITIL and ITSM, certain keywords need to be understood. Terms like: The service relationship management refers to the joint activities performed by service providers and service consumers to ensure co-creation of value
- 14. ITSM Key Concepts To understand ITIL and ITSM, certain keywords need to be understood. Terms like: The output refers to the physical or non-physical deliverables created as a result of an activity The outcome refers to the result for a stakeholders enabled by one or more outputs
- 15. ITSM Key Concepts To understand ITIL and ITSM, certain keywords need to be understood. Terms like: Utility refers to the functionality offered by a product for service to meet a need of the organization Warranty refers to the assurance provided that a product or service will meet the agreed requirements discussed
- 16. ITIL Service Lifecycle It is an approach to IT Service Management that organizations of all sizes can be used to manage the full lifecycle of IT and other services. It helps co-ordinate and control across processes, systems and functions
- 17. ITIL Service Lifecycle Financial management Service Portfolio Management Demand Management Strategy Management for IT Service Service Strategy Service Design Service Transition Service Operations Continual Service Improvement The Service Strategy stage describes the steps and objectives required to manage IT services. The stage also makes sure that these services are aligned with the goals of the organization. These are the processes under this stage: Business Relationship Management
- 18. ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operations Continual Service Improvement Strategy management for IT services is a process to define and maintain the 4Ps of Strategy (i.e. perspective, position, plans, and patterns) and ensures the creation of a strategy for an IT Service & its Management, throughout the service life-cycle Financial management Service Portfolio Management Demand Management Strategy Management for IT Service Business Relationship Management 1/5
- 19. ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operations Continual Service Improvement The financial management process helps understand and manage costs and opportunities involved with the service. The different activities under it are: • Accounting: Tracking how money is spent by service providers • Budgeting: Planning how money would be spent by service providers • Charging: Securing payment from customers for the services provided to them Financial management Service Portfolio Management Demand Management Strategy Management for IT Service Business Relationship Management 1/5
- 20. ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operations Continual Service Improvement The service portfolio management process represents the entire set of activities that are managed by a service provider. This process organizes the process by which a process is identified, described, evaluated, selected and chartered Financial management Service Portfolio Management Demand Management Strategy Management for IT Service Business Relationship Management 1/5
- 21. ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operations Continual Service Improvement The demand management process helps understand and influence customer demand. It uses: User profiles: Characterizes different groups of users for a given service Patterns of Business Activity: Represents the way users in different user profiles interact with a service over a period of time Financial management Service Portfolio Management Demand Management Strategy Management for IT Service Business Relationship Management 1/5
- 22. ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operations Continual Service Improvement Business relationship management aims to maintain a positive relationship with customers. It identifies the requirements of potential and existing customers and ensures the development of appropriate services so that those needs can be met Financial management Service Portfolio Management Demand Management Strategy Management for IT Service Business Relationship Management 1/5
- 23. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement This stage focuses on the design of the services and all the other supporting elements that enable the service to be introduced into a live environment. There are 4 areas that need to be taken into consideration when designing a service: • People: HR and organizational structure to support the service • Processes: Service Management process required to support the service • Products: Technology and infrastructure support • Partners: Third parties that can provide additional support Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 24. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement Design coordination is a process responsible for being the single point of contact for co-ordination and control of all activities related to service design Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 25. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The service level management process secures and manages agreements between customers and service providers relating to utility and warranty of specific services. These lead to the creation of Service Level Agreements (SLA) between customers and the provider Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 26. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The availability management process handles the management and achievement of the agreed-upon availability requirements that were established in the Service Level Agreements Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 27. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The capacity management process ensures that the cost-effective capacity meets or exceeds the needs of the business, as established in the SLAs. It is divided into three categories: • Business Capacity Management • Service Capacity Management • Component Capacity Management Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 28. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The process of IT service continuity management ensures that the service provider can provide the minimum agreed upon levels of service. It uses techniques like Business Impact Analysis and Management of Risk to produce an IT Service Continuity Plan Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 29. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The process of IT security management aims to protect five basic qualities of information assets: • Confidentiality • Integrity • Availability • Nonrepudiation • Authenticity Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 30. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The service catalog management process contains all services available to customers and users. It is usually the only portion of the service portfolio accessible to users Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 31. ITIL Service Lifecycle Service Design Service Transition Service Operations Continual Service Improvement The process of supplier management deals with obtaining value for money from third party suppliers. It works more with external suppliers than with internal suppliers and consumers Service Level Management Availability Management Capacity Management Design Coordination IT Service Continuity Management Information Security Management Service Catalogue Management Supplier Management 2/5
- 32. ITIL Service Lifecycle Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Service Transition Service Operations Continual Service Improvement Change Evaluation Knowledge Management The Service Transition stage of service transition enables the building and deploying of IT services, while making sure the changes to the services and service management processes are taking place in a coordinated manner Service Evaluation and Testing 3/5
- 33. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement The transition planning and support process plans and coordinates the use of resources to deploy a major release within the time, time and quality predicted Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing 3/5
- 34. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement The process of asset and configuration management maintains information about the configuration items required to deliver an IT service, including their relationships Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing 3/5
- 35. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement The release and deployment management process plans, schedules and controls the movement of releases to testing and live environments, while ensuring the integrity of the live environment is maintained. It also makes sure the appropriate components are released Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing 3/5
- 36. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing The process of change management controls the lifecycle of all changes with minimal disruption to IT services 3/5
- 37. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement The process of change evaluation assesses major changes before they can proceed to their next phase in their lifecycle Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing 3/5
- 38. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement The process of service validation and testing ensures the deployed releases and resulting services meets the needs of the customer, and verifies the IT operations can support the new services Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing 3/5
- 39. ITIL Service Lifecycle Service Transition Service Operations Continual Service Improvement The knowledge management process gathers, analyzes, stores and shares knowledge and information within an organization, increasing efficiency by reducing the need to rediscover knowledge Service Asset and Config Management Release and Deployment Management Change Management Transition Planning and Support Change Evaluation Knowledge Management Service Evaluation and Testing 3/5
- 40. ITIL Service Lifecycle Service Operations Continual Service Improvement In the Service Operations stage, the aim is to meet the expectations of the end-user, while balancing costs and looking for any potential problems. This stage has a combination of processes and functions: Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 41. ITIL Service Lifecycle Service Operations Continual Service Improvement The incident management process manages the lifecycle of all incidents, ensuring IT service returns to users as soon as possible Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 42. ITIL Service Lifecycle Service Operations Continual Service Improvement The problem management process manages the lifecycle of all problems, making sure incidents are prevented, or have minimal impact in case they can’t be prevented Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 43. ITIL Service Lifecycle Service Operations Continual Service Improvement The access management process grants authorized users the right to use a service, while ensuring unauthorized users don’t access it Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 44. ITIL Service Lifecycle Service Operations Continual Service Improvement The event management process makes sure configuration items and services are continuously monitored, and to filter out and categorize events to decide appropriate actions Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 45. ITIL Service Lifecycle Service Operations Continual Service Improvement The request management process fulfills service requests (which are usually minor in nature) Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 46. ITIL Service Lifecycle Service Operations Continual Service Improvement Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management The service desk function is the point of contact between users and service providers. It also handles communication with users, and manages incidents and service requests 4/5
- 47. ITIL Service Lifecycle Service Operations Continual Service Improvement The technical management function provides technical expertise and support for the management of the IT infrastructure Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 48. ITIL Service Lifecycle Service Operations Continual Service Improvement The application management function manages applications throughout their lifecycle Problem Management Access Management Event Management Incident Management Request Management Service Desk Technical Management Application Management 4/5
- 49. ITIL Service Lifecycle Access Management Event Management Service Operations Continual Service Improvement Request Management Service Desk Technical Management Application Management IT Operations Management The IT operations management function that monitors and controls IT services and their underlying infrastructure. It involves activities like job scheduling, backing up and restoring, print and output management and regular maintenance 4/5
- 50. ITIL Service Lifecycle Continuous Service Improvement 7 Step Process Improvement The Continual Service Improvement stage of the lifecycle uses methods from quality management to learn from bygone successes and failures. It focuses on improving the effectiveness and efficiency of IT processes and services keeping in line with ISO 200 5/5
- 51. ITIL Service Lifecycle 7 Step Process Improvement There are 7 steps within this process: • Identifying improvement strategies • Defining what will be measured • Gathering data • Processing data • Analyzing data • Presenting and using information obtained from the data • Using the information for improvement Continuous Service Improvement 5/5
- 52. ITIL Service Lifecycle 7 Step Process Improvement There are 7 steps within this process: • Identifying improvement strategies • Defining what will be measured • Gathering data • Processing data • Analyzing data • Presenting and using information obtained from the data • Using the information for improvement Continuous Service Improvement 5/5