I passed the ITIL V3 Foundation certification and the purpose of this article is to show you the notes I had written for me to help me better prepare for the exam.

The first point to be understood is the goal of ITIL: Provide value to the business. IT department goes from a technology-oriented culture to a culture oriented around business and services. The service is a means of delivering value.

A service owner is different from a process owner.

Service owner: The person who is due to deliver a specific IT service. For example, the director of SOA development.

Process owner: The person responsible for evaluating the effectiveness and efficiency of the whole process and make recommendations for improvement. He must ensure that the process is running as documented.

The process manager is the person who is responsible for the proper execution of the process.

The RACI matrix model is a method to assign different levels of responsibility to a group or a person in relation to a process or task:

R : Responsible (Person that performs the task)

A : Accountable (Actor responsible for a task, the approver)

C : Consulted

I : Informed

We made a chart with roles at the x-axis (horizontal) and tasks at the y-axis (vertical).

There should be only one A per task.

There are five basics processes in the structure of ITIL V3:

  • Service Operations: We want to manage services at the levels agreed with the business.
  • Service Transition: We want to minimize the impact of changes in service or during the introduction of new services.
  • Service Design: We want to ensure that services are aligned according to the targets.
  • Service Strategy: To define the portfolio of services to deliver value to the business. We want to have the best return on investment.
  • Continual Service Improvement: To make recommendations for improvement in all stages of life services./li>

An operational level agreement (OLA) is different from a Service level Agreement (SLA).

OLA : An agreement between an IT Service Provider and another part of the same organization that supports the delivery of services.

SLA : A written agreement between the Provider of IT services and IT customers that specifies the key targets and responsibilities of both parties.

At the process operation of services is access management. Often candidates think that the definition of security policies for system access is in the access management process. But no, it is rather in the design of services. So there is a distinction.

A configuration item (CI) is used in which of ITIL basic process? The Service Transition, CI includes IT services, equipment, buildings, software and all documentation processes and SLAs. Is a Business Case is a CI? Yes, because it's documentation. Another point, systems configuration management (CMS) is used by all the processes of IT service management. The CMS is part of Service Knowledge Management System (SKMS).

Metrics for continuous improvement of services include three types of metrics:c

  • Metrics Technology: We want to measure the performance and availability of an application.
  • Metrics process: We want to evaluate a process with Critical Success Factors (CSF) and Key Productivity Indicator (KPI).
  • Metric services: For example, customer satisfaction on a scale of 1 to 10, the percentage of default in respect of the estimate.

A service request is not the same as an incident.

A service request is a request from a user for planned changes or an access to an IT service while an incident is an unplanned event. They should therefore be managed in separate processes.

If we consider Service operation process, there is a distinction to make between problem management and incident management and is very important to understand. Problem management is proactive to prevent the same incidents from recurring. Problem management is to find the causes of an incident. For Incident management, the manager must determine whether the incident is a service request or not. A service request is a small change with low risk and that is why some companies prefer managed services request in a separate process. They can also be incorporated into the management of incidents and manage them as a particular type of incident.

The role of the Emergency Change Advisory Board (ECAB) is to take the right decisions for urgent changes that have a high impact for the organization. This committee may be nominated at the same time the meeting is scheduled to decide whether or not we should bring the change.<>

Finally, ITIL can help implement new services even in a difficult economic climate. When a company establishes reliable processes in IT service management, it can only benefit because managers adopt best working practices and better understand the impacts of changes.

It would have been very difficult in a single article to pass through all the important points of ITIL. But these few notes in this article help me to better prepare myself. I also wanted to give the reader a brief overview of ITIL and to understand its usefulness.

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