Lesson 1 Study Guide
Introducing ITIL
The ITIL® Foundation Certificate in IT Service Management
Introducing ITIL®
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You’ll download a Study Guide at the end of most Lessons as you progress through the course.
This Chapter contains the Study Guide information for Lesson 1 – Introducing ITIL.
Use this Study Guide in conjunction with your own notes that you make as you progress
through the course. You may prefer to print the Study Guides out, or use them on-screen.
After each Lesson, you can consolidate what you have learnt whilst watching the videos and
taking the quizzes by reading through the chapter of the Study Guide.
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information.
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finished.
ITIL® is a registered trade mark of AXELOS Limited.
The Swirl logo™ is a trade mark of AXELOS Limited.
Text in "italics and quotation marks" is drawn from the ITIL core volumes
Quoted ITIL text is from Service Strategy, Service Design, Service Transition, Service Operation
and Continual Service Improvement
© Copyright AXELOS Ltd 2011. All rights reserved. Material is reproduced under license from
AXELOS Ltd
© IT Training Zone Ltd. 2014 unless otherwise stated. All rights reserved
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The ITIL® Foundation Certificate in IT Service Management
Table of Contents
Study Guide Icons 3
Lesson Contents 4
Introducing ITIL 5
Why is ITIL Successful? 7
Exercise – ITIL Benefits 8
Key Concept – Service 9
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The ITIL® Foundation Certificate in IT Service Management
Study Guide Icons
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piece of information.
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you some exam guidance.
Definition – key concept or term that you need to understand and
remember.
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Exercise Solution – suggested solution to one of the exercises you will
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Purpose or Objective – for a particular process or core volume.
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The ITIL® Foundation Certificate in IT Service Management
Lesson Contents
This Lesson introduced ITIL as a concept.
We studied:
The meaning of best practice
Why ITIL is successful
What we mean by service
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The ITIL® Foundation Certificate in IT Service Management
Introducing ITIL
ITIL is considered to be best practice for IT Service Management. It was
developed by the UK government, and is now globally adopted by many
organizations in both the public and private sector.
ITIL is not a prescriptive standard that must be followed. It is a framework that organizations
can adopt and adapt to improve the way they deliver their IT services.
ITIL is a widely recognized source of best practice. It allows organizations to deliver services
that meet their customer’s needs, at a price their customer is willing to pay.
In today’s climate, organizations cannot afford to stand still. They need to review their
performance and compare it to their competitors, and make sure they are constantly
improving.
Using the best practice available in the public domain can support improvement. Sources
including public frameworks like ITIL and standards like ISO/IEC 20000 can all be used to add
value.
ISO/IEC 20000 is the standard for service management, and is used to certify an organization’s
processes and management systems.
If organizations benchmark themselves against their competitors and continue to invest in skills
and capabilities, they will remain competitive.
This thinking does not just apply to the private sector. Public sector organizations such as local
and central government departments also need to demonstrate that they offer quality services
and value for money.
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The ITIL® Foundation Certificate in IT Service Management
The diagram below shows the many sources of service management practice.
Service Strategy fig. 2.30 Sources of service management practice
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You can see how industry practices, training and education are among the sources an
organization should consider. Enablers aggregate these sources to bring together what is
relevant. Best practice must be passed through a filter of the drivers and scenarios relevant to
the organization before it is fit for purpose.
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The ITIL® Foundation Certificate in IT Service Management
Why is ITIL Successful?
ITIL is not academic and theoretical. It’s based on the experience of IT service
management practitioners, and offers a practical approach.
The introduction of a service focus means that IT stops thinking about technology, and starts to
think about how to deliver value to the customer.
Common processes and practices and a strong service management framework all help to
support the focus on value.
ITIL is successful because:
• It’s vendor neutral: ITIL is not linked to one supplier, or one technology, or one
industry. This means it can be adopted across all types and sizes of organization
• It’s none-prescriptive: Organizations need to adopt and adapt the elements of ITIL
that work for them and their customers
• It’s best practice: ITIL draws on experience from service management practitioners
across the globe
Remember
ITIL is seen as being preferable to the proprietary information that
builds up in organizations and staff members.
Proprietary knowledge isn’t usually documented. It exists because it’s
built up over time.
This means it’s not challenged or improved – and can cause a real risk if
an experienced staff member leaves and takes their proprietary
knowledge with them.
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The ITIL® Foundation Certificate in IT Service Management
Exercise – ITIL Benefits
This Lesson included an Exercise to look at how ITIL helps organizations. If you didn’t have time
to complete the exercise during the Lesson, why not attempt it now?
Exercise
ITIL practices allow organizations to deliver benefits, improve return on investment and be
successful.
List 10 ways in which ITIL will help an organization.
Exercise Solution
The list below provides some suggested answers to this exercise. (source:
Service Strategy 1.4). ITIL is adopted by organizations to allow help them to:
• “Deliver value for customers through services
• Integrate the strategy for services with the business strategy and
customer needs
• Measure, monitor and optimize IT services and service provider
performance
• Manage the IT investment and budget
• Manage risk
• Manage knowledge
• Manage capabilities and resources to deliver services effectively and
efficiently
• Enable adoption of a standard approach to service management across
the enterprise
• Change the organizational culture to support the achievement of
sustained success
• Improve the interaction and relationship with customers
• Coordinate the delivery of goods and services across the value network
• Optimize and reduce costs”
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The ITIL® Foundation Certificate in IT Service Management
Service
“A Service is a means of delivering value to customers
Service by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks”
“A service provided by an IT service provider. An IT
service is made up of a combination of information
technology, people and processes. A customer-facing IT
IT Service service directly supports the business processes of one
or more customers, and its service level targets should
be defined in a service level agreement. Other IT
services, called supporting services, are not directly used
by the business but are required by the service provider
to deliver customer-facing services”
Service Definition
ITIL recommends the development of outcome-based definitions of services. This means that
we look at the customer outcome the service delivers, not the technology we are offering to
the customer. An outcome is the result of carrying out an activity, following a process or
delivering an IT service. Outcome can refer to intended or actual results.
Customers need to trust their service provider, and believe that the service will continue to
meet their needs in the future.
Customer expectations will change over time. Service providers must track their customer’s
expectations and update services to make sure they are still delivering value.
It’s very important for a service provider to understand their services. This includes looking at
how services relate to each other, and which customers use which services.
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The ITIL® Foundation Certificate in IT Service Management
If a service is performing poorly and doesn’t have many customers, it may be retired. A service
that is performing well and attracting lots of customers may receive more investment.
Service Classification
Services can be broken down into 3 classifications - core, enabling or enhancing.
Core services deliver the basic outcomes desired by one
or more customers.
Core
Services These services represent the value the customer wants
and will pay for. They are what attracts the customer in
the first place. Customers must be satisfied with the core
service.
Enabling services need to be in place for the core service
to be delivered.
Enabling The customer may not even know the enabling service
Services exists, but it is essential.
Customers will not see enabling services as being a
service that they use. They are a basic factor that makes
sure the core service can be delivered.
Enhancing services are non-essential services that are
added to the core service to tempt or excite the
customer.
Enhancing There is always a danger that customers will get bored
Services with enhancing services, and see them as being part of
the core service.
Service providers need to make sure they review their
enhancing services regularly and update them if
necessary.
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The ITIL® Foundation Certificate in IT Service Management
Services can be very simple and easy to define, or very complex. Service providers should try
and define their services from the customer’s perspective – what does the customer think the
service does?
Service providers must be efficient and effective. Services should only be provided if there is a
demand for them, and they need to be provided in a cost-effective way.
It’s useful if a service provider can offer a generic set of services to lots of customers, although
this isn’t always practical.
Offering generic services allows the provider to use economies of scale to compete based on
price, as well as flexibility to tailor the service to meet the customer’s exact needs.
Service Packages
Service providers can use service packages to help them offer their services to customers.
Service packages are made up of combinations of core, enabling and enhancing services.
The package contains 2 or more services that have been bundled together to meet the
customer’s needs.
Customers will want different levels of service as part of their service package. These different
levels are documented in a Service Level Package, which is then delivered with the service
package.
Creating a service package with just the right combination of services and service levels will
make sure that customers are kept happy.
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The ITIL® Foundation Certificate in IT Service Management
Internal and External Services
Internal services are delivered to departments or business units in the same organization as the
service provider.
External services are delivered to an external customer, who could be an individual or another
organization.
Internal services usually support internal activity. External services support business outcomes.
Remember
It’s usually easier to see how external services provide value. For
example, if our website is down, we lose ten thousand dollars an hour.
Internal services need to be linked to external services before their
value can be understood. An example of this could be – if the payroll
system goes down, the warehouse staff won’t work and then we’ll lose
ten thousand dollars an hour.
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The ITIL® Foundation Certificate in IT Service Management
The diagram below shows the internal and external services.
Service Strategy fig. 3.5 Internal and external services
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The ITIL® Foundation Certificate in IT Service Management
Types of Service
Supporting services are often infrastructure services.
They need to be in place for other services to be
Supporting
delivered, but the business might not be aware of them.
Service
For example, the network is a supporting service. If the
network isn’t available, many other services will be
unavailable.
Internal
These are used by customers in the same organization as
Customer
the service provider.
Facing
Services For example, your finance team might use an accounting
service to track payments that have been made.
External
Here, the customer is not part of the same organization
Customer
as the service provider.
Facing
Services For example, when you use an ATM you are an external
customer for that particular service.
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