ITIL in a nutshell

Please note: Please click on the topic link for the source of the definition and/or sample example for further reading.

1. Introduction to ITSM
   IT Service Lifecycle Management: The figure below represents the five domains of ITIL’s IT Service Lifecycle along with the people, process and products required to make each domain fulfill its ‘silo of purpose’ within the IT organization.
   
   • IT's Total Cost of Ownership (TCO): Total Cost of Ownership (TCO) is an analysis meant to uncover all the lifetime costs that follow from owning certain kinds of assets. Ownership brings purchase costs, of course, but ownership can also bring costs for installing, deploying, operating, upgrading, and maintaining the same assets.
   • ITSM's Value to the Business: To improve its IT organization, ITIL consists of an inter-related set of best practices for improving the quality of IT services delivered to users.
   • The Benefits Of ITIL: Key Benefits of ITIL:
   • What you can learn:
   • -Manage business risk for your services by using ITIL availability management, capacity management, IT service continuity management, information security management and seven-step improvement processes to identify, prioritize and manage service improvement opportunities.
   • -Minimize service disruption by using the ITIL incident management and problem management processes to swiftly restore services, develop effective workarounds, run blameless major incident reviews, investigate and eliminate root causes, and prevent incidents from reoccurring.
   • -Quantify and clearly demonstrate the true value of the services you provide by using the ITIL financial management process to deliver the required financial stewardship and show improved governance over investments. 
   • -Benchmark services and maximize return on investment by using the ITIL service portfolio management process to map customer requirements against the investments required to build and deliver the services your customers need, at the right cost and quality. 
   • -Obtain value for money from your service providers by using the ITIL supplier management process to measure and manage supplier performance and ensure contracts with suppliers are optimized to support your agreements with your customers.
   • -Support the marketing and consumption of your services by using the ITIL service catalogue management process to improve communications, streamline the request process and help your customers to understand and link the services you provide to business outcomes they care about
   • What you can achieve:
   • -Ensure the quality of services matches customer needs and expectations by using the ITIL service level management process to define and agree specific and measurable service targets, understand how to best set up monitoring, measuring and reporting, and help identify corrective action opportunities. 
   • -Ensure your customers can use the services when and where needed by using the ITIL availability management process to plan service resilience
   • and recovery, analyze issues involving service unavailability, and drive continual service improvement. 
   • -Ensure the business and your customers are not affected by unexpected service failures by using the ITIL IT service continuity management process to align service continuity plans with business continuity plans, reduce risks to service levels and implement a tested service recovery strategy to meet customer requirements.
   • -Forecast, respond to and influence the demand for your services in a cost effective way by using ITIL demand management and capacity management techniques such as user profiling, modelling, off-peak pricing and differentiated service levels to provide optimal level of capacity and successfully manage fluctuating demand situations.
   • -Support business change at the speed your customer needs while ensuring stable and low-risk environment by using the ITIL change management process to respond to changing requirements in an agile manner whilst optimizing business risk and minimizing the severity of any disruptions to customer’s business processes. 
   • -Build and maintain positive business relationships with customers and improve customer satisfaction by using ITIL business relationship management and service level management processes to find the best practices to enable your teams to better understand and manage customer expectations.
   • IT Service Management (ITSM):The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. 
   • Critical Success Factors (CSF): The Critical Success Factors (CSFs) are needed for a Process, Project, Plan, or IT Service to succeed:Strong leadership is essential- Have a dedicated, trained and committed process ownerExisting IT environment needs mature assessmentThere should be well defined implementation & continuous service improvement planThere should be clearly defined roles & responsibilities- Responsibility-Accountability-AuthorityClear defined goals & objectives-Specific, Measurable, achievable, realistic & timelyKey performance indicators & metrics-measure achievement of Continual Service Improvement goalsControlling ChangesMaking Quick And Accurate Changes Based On Business PrioritiesProtecting Services When Making ChangesNeed to Know ITSM ConceptsIT Service Provider ModelIT Service Provider Domain Map
   • IT Governance: IT governance (ITG) is defined as the processes that ensure the effective and efficient use of IT in enabling an organization to achieve its goals.
   • IT Resource Management
   • IT Quality Management
   • IT Security Management
   • IT Service Provider Capability Model
   • The Service Provider Model Deployed
   • Good Practice
   • Service
   • Function-Process-Role
2. Introduction to ITIL Version 3
   • ITIL History
   • ITIL Description
   • ITIL v3 Service Lifecycle
   • ITIL v3 Service Lifecycle Management Processes
   • Managing Services with ITIL
3. Service Strategy
   • The Service Lifecycle
   • Service Strategy Objective
   • Service Strategy Processes
   • Service Stategy - Principles
   • Value Creation
   • Utitlity & Warranty
   • Service Assets
   • Service Provider Types
   • Service Portfolio
   • Service Portfolio Management
4. Service Design
   • The Service Lifecycle
   • ITSM Service Design Objective
   • Service Design Processes
   • Service Design Principles
   • Service Portfolio Design
   • Technology Design
   • Process Design
   • Measurement Design
   • Service Provider Models
5. Service Transition
   • The Service Lifecycle
   • Service Transition Objective
   • Service Transition Processes
   • Service Transition Goals
   • Service Transition Value to the Business
6. Service Operation
   • The Service Lifecycle
   • Service Operation Objective
   • Service Operation Processes
   • Service Operation Technology Domains
   • Service Operation Management Domains
   • Service Operation Goals
   • Service Operation Principles
   • Service Operation Value to the Business
7. Continual Service Improvement
   • The Service Lifecycle
   • CSI Objective
   • CSI Model
   • CSI Goal
   • The Principles of CSI
   • CSI Benchmarks
   • Ownership
   • Drivers
   • Service Level Management
   • Continual Improvement
   • Service Measuring & Reporting Frameworks

23 itil v3 foundation