ITIL® 4 Foundation Courseware - English E-Book

Van Haren Learning Solutions a. o.

• Herausgeber: Van Haren Publishing
• Kategorie: Bildung
• Sprache: Englisch

Seitenzahl: 127

Veröffentlichungsjahr: 2019

Beschreibung

Besides the ITIL® 4 Foundation Courseware - English (ISBN: 978 94 018 0394 6) publication you are advised to obtain the ITIL® 4 - A Pocket Guide (ISBN: 978 94 018 0439 4). The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS). ITIL 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps. This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam. Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment. You’ll learn: • Understand the key concepts of service management • Understand how the ITIL guiding principles can help an organization adopt and adapt service management • Understand the four dimensions of service management • Understand the purpose and components of the ITIL service value system • Understand the activities of the service value chain, and how they interconnect • Know the purpose and key terms of 18 ITIL practices • Understand 7 ITIL practices ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students. Any course should always include an exam.

Leseprobe

ITIL® 4 FoundationCourseware - English

Colophon

Title:

ITIL® 4 Foundation Courseware - English

Authors:

Van Haren Learning Solutions A.O.

Publisher:

Van Haren Publishing, ‘s-Hertogenbosch

ISBN Hard Copy:

978.940.180.393.9

Edition:

First edition, second print, May 15th, 2019

Design:

Van Haren Publishing, ‘s-Hertogenbosch

Copyright:

© Van Haren Publishing 2019

For further information about Van Haren Publishing please e-mail us at: [email protected] or visit our website: www.vanharen.net

This material contains diagrams and text Information based upon: AXELOS ITIL® material. Material is reproduced under licence from AXELOS All rights reserved.

No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the publisher.

Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.

Material in this document has been sourced from ITIL® Service Operation 2011 edition. No part of this document may be reproduced in any form without the written permission of both Van Haren Publishing and AXELOS Limited. Permission can be requested at [email protected] and [email protected].

Publisher about the Courseware

The Courseware was created by experts from the industry who served as the author(s) for this publication. The input for the material is based on existing publications and the experience and expertise of the author(s). The material has been revised by trainers who also have experience working with the material. Close attention was also paid to the key learning points to ensure what needs to be mastered.

The objective of the courseware is to provide maximum support to the trainer and to the student, during his or her training. The material has a modular structure and according to the author(s) has the highest success rate should the student opt for examination. The Courseware is also accredited for this reason, wherever applicable.

In order to satisfy the requirements for accreditation the material must meet certain quality standards. The structure, the use of certain terms, diagrams and references are all part of this accreditation. Additionally, the material must be made available to each student in order to obtain full accreditation. To optimally support the trainer and the participant of the training assignments, practice exams and results are provided with the material.

Direct reference to advised literature is also regularly covered in the sheets so that students can find additional information concerning a particular topic. The decision to leave out notes pages from the Courseware was to encourage students to take notes throughout the material.

Although the courseware is complete, the possibility that the trainer deviates from the structure of the sheets or chooses to not refer to all the sheets or commands does exist. The student always has the possibility to cover these topics and go through them on their own time. It is recommended to follow the structure of the courseware and publications for maximum exam preparation.

The courseware and the recommended literature are the perfect combination to learn and understand the theory.

-- Van Haren Publishing

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Van Haren Publishing (VHP) specializes in titles on Best Practices, methods and standards within four domains:

- IT and IT Management

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Table of content

Reflection

Agenda

Introduction

(1)

Key Concepts of Service Management

(9)

Products and services

(12)

Value and value co-creation

(14)

Organizations, providers, consumers, and other stakeholders

(15)

Service relationships

(18)

Value: outcomes, costs, and risks

(20)

Summary & Practice Questions

(24)

The four dimensions of service management

(30)

Organizations and people

(32)

Information and technology

(33)

Partners and suppliers

(39)

Value streams and processes

(42)

External factors

(45)

Summary & Practice Questions

(46)

The ITIL service value system

(50)

Service value system overview

(61)

The ITIL guiding principles

(65)

Summary & Practice Questions

(73)

ITIL guiding principles

(78)

Focus on Value

(87)

Start where you are

(91)

Progress iteratively

(95)

Collaborate

(99)

Optimize and automate

(111)

Summary & Practice Questions

(115)

ITIL management practices

(121)

Service management practices

(121)

Summary & Practice Questions

(160)

General and Technical management practices

(166)

Summary & Practice Questions

(181)

Exercises

1. Service management key concepts

2. ITIL key concepts

3. ITIL practices

4. Case Value Streams

Sample paper 1

Sample paper 1 Answers and Rationale

Sample paper 2

Sample paper 1 Answers and Rationale

Syllabus

Glossary

Literature mapping with ITIL 4 Foundation Pocketguide

Self-Reflection of understanding Diagram

‘What you do not measure, you cannot control.” – Tom Peters

Fill in this diagram to self-evaluate your understanding of the material. This is an evaluation of how well you know the material and how well you understand it. In order to pass the exam successfully you should be aiming to reach the higher end of Level 3. If you really want to become a pro, then you should be aiming for Level 4. Your overall level of understanding will naturally follow the learning curve. So, it’s important to keep track of where you are at each point of the training and address any areas of difficulty.

Based on where you are within the Self-Reflection of Understanding diagram you can evaluate the progress of your own training.

Write down the problem areas that you are still having difficulty with so that you can consolidate them yourself, or with your trainer. After you have had a look at these, then you should evaluate to see if you now have a better understanding of where you actually are on the learning curve.

Troubleshooting

Timetable

Day 1, Key concepts of service management

     Part 1

Introduction

Value creation, outcomes, costs and risks

Services and service relationships

The four dimensions

Lunch

     Part 2

The ITIL service value system

The activities of the service value chain

The nature and use of the guiding principles

Day 2, Selected ITIL practices and key terms

     Part 1

Service management practices

General practices

Technical practices

Theme Quality + Quality Review Technique

Exercise Quality Management Approach

Lunch

     Part 2

Set up exam

ITIL® Exam

ITIL® 4 Foundation exercises

The following exercises can be solved individually, in pairs or in teams.

1. Service management key concepts

1.1 Value

List examples of value

• What is the value? ________________________________________________________

• Who are the stakeholders? _________________________________________________

• How is value facilitated through services? ______________________________________

_______________________________________________________________________

_______________________________________________________________________

1.2 Organization

Describe an “organization” in your own company

• Which people are a part of the organization? ___________________________________

• What are their responsibilities? ______________________________________________

• What are their authorities/mandate? __________________________________________

• What is the objective of the organization (briefly)? _______________________________

_______________________________________________________________________

_______________________________________________________________________

1.3 Stakeholders/consumers

List examples of the following stakeholders from your own organization

• Customer _______________________________________________________________

• User ___________________________________________________________________

• Sponsor ________________________________________________________________

• Other types of stakeholders _________________________________________________

1.4 Co-creation

List examples of provisioning and consumption of services from your ovn organization:

• Which activities does the service provider perform?

_______________________________________________________________________

_______________________________________________________________________

• Which activities does the service consumer perform?

_______________________________________________________________________

_______________________________________________________________________

• Which activities are performed jointly – or COULD be performed jointly?

_______________________________________________________________________

_______________________________________________________________________

1.5 Service relations

Describe service relation with service offerings, goods, access to resources and service actions. Use the template below or draw on paper/flipover.

If there is spare time, also note products and resources.

1.6 Output/outcome

List an example of output from your own organization. Describe how this output facilitates an outcome.

• Output: _________________________________________________________________

• Resultat: _______________________________________________________________

1.7 Costs and riscs

Describe costs and riscs in your own organization

• Costs: _________________________________________________________________

• Riscs: __________________________________________________________________

1.8 Utility and warranty

Using the service relation from 1.5, describe:

• The utility of the service offering: _____________________________________________

• The warranty of the service offering: __________________________________________

• One example where the utility and/or warranty of the service relation does not match the promises of the service offering – or the expectations of the consumer:

_______________________________________________________________________

2. ITIL key concepts

2.1 Organizations & people

List examples of conflicts between:

• ”Communication and cooperation” and ”breaking down silos”: ______________________

_______________________________________________________________________

• ”Updating skills and competencies” and ”Broad knowledge and deep specialization”: ____

_______________________________________________________________________

2.2 Information & technology

Consider a technological solution from your own organization. Evaluate the solution against the below ”checklist”.

Technological solution: 

Is it compatible with the current architecture?

Does the organization have the skills in the organization to support and maintain it?

Does it raise any regulatory, compliance or information security control issues?

Does it have sufficient automation capabilities to be developed, deployed and operated?

Is it viable in the foreseeable future?

Does it have additional capabilities that can be used for other products or services?

Does it align with service provider or service consumer strategy?

Does it introduce new risks or constraints to the organization?

2.3 Partners & suppliers

List partners from your own organization where the relationship is characterized by:

• Service partnership (cooperate and share common goals and riscs): _________________

_______________________________________________________________________

• Supplier of goods and services (formal contracts, clear separation of responsibilities): ___

_______________________________________________________________________

2.4 Value streams & processes

Describe a process from your own organization:

• Input:___________________________________________________________________

• Output:_________________________________________________________________

• Value created by this output:________________________________________________

• Activities that convert input to output:

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

2.5 Siloes

Describe an example of siloes in your own organization: _____________________________

2.6 Value chain activities

Fill in the blanks with the correct value chain activities

Planning at all levels is performed by ____________________________________________

All interactions with external parties are performed by _______________________________

Improvements are initiated and managed via _____________________________________

All new resources are obtained through ________________________________________

Creation, modification, delivery, maintenance and support of components, products and services are performed in an integrated and coordinated way between

_________________________________________________________________________,

_______________________________________________________________________ and

__________________________________________________________________________

2.7 ITIL guiding principles

Match each guiding principle with the correct application of the principle

3. ITIL practices

3.1 Continual improvement model

Match the elements in the continual improvement model with each other

3.2 Service management practices

Describe a situation, where a user has experienced an unavailable service.

__________________________________________________________________________

__________________________________________________________________________

3.3 Capacity and performance management

Describe a situation, where a user has experienced bad service performance.

__________________________________________________________________________

__________________________________________________________________________

3.4 Change control

What characterizez:

• Standard changes: _______________________________________________________

• Normal changes: _________________________________________________________

• Emergency changes: ______________________________________________________

3.5 Incident management

List examples from your own organization how to perform the following with incidents:

• Log: ___________________________________________________________________

• Meet agreed target resolution times: __________________________________________

• Prioritize: _______________________________________________________________

3.6 IT asset management

Describe planning and managing the lifecycle of one IT asset in your own organization.

_________________________________________________________________________,

________________________________________________________________________ og

3.7 Monitoring and event management

Explain how you handle events in your own organization.

_________________________________________________________________________,

________________________________________________________________________ og

3.8 Problem management

What is stored in a known error database? Mark the correct answers with an X.

3.9 Service configuration management

Describe how service configuration management integrates with IT asset management.

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

3.10 Service continuity management

Describe how your organization ensures that the availability and performance of a service is maintained at a sufficient level in the event of a disaster.

__________________________________________________________________________

__________________________________________________________________________

3.11 Service desk

List examples of service desk access channels and technologies/tools in your own organization.

3.12 Service level management

Which parties agree on an SLA (service level agreement)?

___________________________________ og ___________________________________

3.13 Service request management

Mark with an X the texts that describe Service request management best practice:

3.14 Practices terms

The below table shows a list of practices and descriptions of definitions of these practices. Enter the matching term in the empty column.

#

Practice

Term

Definition description

1

Availability management

The ability of an IT service or other configuration item to perform its agreed function when required

2

Capacity and performance management

A measure of what is achieved or delivered by a system, person, team, practice or service

3

Capacity and performance management

The number of service actions performed in a timeframe, and the time required to fulfil a service action, at a given level of demand

4

Capacity and performance management

The maximum throughput that a configuration item or service can deliver

5

Change control

The addition, modification, or removal of anything that could have a direct or indirect effect on services

6

Change control

Pre-authorized Implement without further authorization

7

Change control

Authorization based on change type

8

Change control

Expedited assessment and authorization May be separate change authority

9

Change control

The person or group who authorizes a change

0

Change control

Is used to help plan changes, assist in communication, avoid conflicts and assign resources

10

Incident management

An unplanned interruption to a service, or reduction in the quality of a service

11

IT asset management

Any valuable component that can contribute to delivery of an IT product or service

12

Monitoring and event management