ITIL® Course in Bangladesh
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ITIL® is a globally-recognized framework for IT Service Management. It was developed by the British government in the 1980s to help public sector organizations improve their IT service delivery. ITIL® has been translated into more than 30 languages and is used by over 100,000 organizations worldwide.
What is ITIL® v3 Foundation?
ITIL® v3 foundation was the most popular and widely adopted ITIL® framework in the world. Go through image you will have an absolute idea about what is ITIL® , what is ITIL® v2, what is ITIL® v3 and what current version ITIL® 4
What is ITIL®?
The main meaning of ITIL® is "Information Technology Infrastructure Library"
When the ITIL® journey had started, it focused on IT infrastructure. It Became popular as a “ITIL®” and continued with the same name.
Now, it is a Service Management Framework, the most widely adopted framework for the service management in Information Technology domain.
If you see the image, you will have an idea about ITIL® journey. ITIL® journey starts with CCTA (The United Kingdom's Central Computer and Telecommunications Agency).
In the late 80s, the UK government was not happy with the infrastructure service provided by CCTA. In the 1980's Information technology was mainly an infrastructure base.
One day the government authorities called the agency "CCTA" and informed their dissatisfaction about IT services CCTA was providing at that moment to different government organizations.
And you know how all the government organizations work! When something goes wrong, the first thing they form (You and I can guess) an investigation committee. And CCTA at that time did form an investigation committee, how to improve the I.T. services or value of the infrastructure services they were providing at this moment to different government organizations
They come up with a frame framework. They call GITIM
It means 'Government Information Technology Infrastructure Management'. And when they implemented the guideline of GITIM, the service was significantly improved than earlier and authorities were happy.
Later the private organizations started adopting the GITIM and in 1980s, it came as an ITIL®
The first book published in 1989 mainly focusing on guidelines and recommendations about how to improve Information technology infrastructure. They called it the Information technology infrastructure Library or ITIL®.
When ITIL® was started, it was adopted by private organizations and became more popular. In 2000-2001, two books were published for ITIL® , service delivery and service support. ITIL® slightly shifted infrastructure to deliver and support.
In 2007, the most comprehensive framework of five books, the ITIL® V3,
ITIL® service strategy with 5 processes: Strategy Management, Business Relationship Management, Demand management Product Portfolio Management, Financial Management
ITIL® service design with 8 processes: Design coordination, Service level management, Service catalog, Availability management, capacity management, information security management, Service continuity management and supplier management.
ITIL® service transition with 7 processes: Transition Planning and Support, Change Management, Change Evaluation, Release Management, Service Validation and Testing, Service asset and configuration management and Knowledge Management.
ITIL® service operation with 5 process: Service Request management Access management, Event Management, Incident management, Problem management,
ITIL® continual improvement with 1 process: Continual improvement process and ITIL® continual improvement model.
ITIL® v3 was mainly process driven starting from strategy to operation. Then what is ITIL® v3 Foundation?
ITIL® v3 Foundation was the summary of all these processes. And In advance there was 5 training on 5 core modules.
ITIL® v3 got widely adopted and it got much popularity all over the world. In 2011 when ISO 20000 standard change ITIL® 3 need be updated
So 4 more processes were added in 2011. It was not a new version, but rather a refresher of ITIL® V3 which was published in 2007.
Then in 2016 ITIL® published ITIL® Practitioner, focusing on nine Guiding Principles and how you Can Implement ITIL® in organizations.
And in 2018, the global community of ITIL® came up with the new framework of ITIL® 4 which is more comprehensive, more advanced to manage the modern enable IT Services.
What is ITIL® 4?
ITIL® 4 is a Service Management Framework, the most widely adopted framework for the service management in Information Technology domain.
ITIL® 4 wants to introduce you to the management of modern IT enabled Services, Key Concept, Common Language of ITIL® 4 and how you can improve your organization or your work with the ITIL® 4.
It also considered the wider context of customer service values stream, and digital transformation, as well as embracing new ways of working such as lean, Agile and DevOps, DevSecOps, Machine learning, AI and other emerging technologies.
Now if you want a complete overview of ITIL® 4 than below section is for
In ITIL® 4, there are a few new topics, we'll first know the name of these new topics and then we will start our overview.
Our first topic is
1.ITIL® 4 service value system,
2.Four dimension of service management
3.ITIL® 4 service value chain
4.ITIL® 4 Seven guiding principles
5.Service offering and
Let start with organization, we buy products and services every day; starting from the groceries, electronic items or other daily needs you name anything.
From where are we buying these products and services?
We buy products and services from different organizations.
So What is Organization?
Organization may have one person or multiple people with its own authority and responsibilities to achieve certain objectives.
What organizations do? Organizations solve problems or serve a need through product and services.
So The Next Question is What is Service?
Service is a means that facilitates outcome, a customer wants to achieve without having to manage specific risk and cost.
Every organization needs some specialized capabilities to deliver service or products. Again, how does an organization develop specialized organizational capabilities?
Organization develops specialized capability with their people,
relationship among people, their knowledge, management, policy, principles technology, organization practices & partners, value stream and processes etc.
All this individual capability and capacity combined to produce specialized organizational capability.
This specialized capability is called service management and this specialized capability creates a competitive edge over other organizations.
When organizations use these specialized capabilities to facilitate outcome, customers want to achieve without having to manage specific cost and risk, customers consider the product or service is useful, beneficial or important.
And when a customer perceives any product or service is useful or beneficial or important, we call it value. We will discuss each of these topics in detail during our discussion of key concepts of service management.
When all the components and activities of the organization work together as a system to enable value creation for customer itl 4 call it service value system, such a system which can generate value for customer and user in continuous basis.
Next Question is: How Organizations Create Products and Services ?
Modern IT enabled organizations use ITIL® 4 service value chain activities for creation and management of product and services.
First, we will understand how plan value chain activity connects different practices to understand what product and service need to create to deliver value to customers.
Plan value chain activity in connection with strategy management practice explore the market space, plan activities also connect relationship management practice and engage service value chain activity to understand existing and potential customer demand, pattern of business activity.
How to influence and anticipate customer demand. With proper exploration and analysis of market space, organizations create a potential service pipeline. When decisions about any product and service are confirmed, plan value chain activities deliver the service to design and transition service value chain activity.
After design and transition service value chain activity, it goes to obtain or build for development or creation, it may also require obtaining necessary resources from external developers or suppliers. After a successful transition, service was implemented in a live environment.
Deliver and support value chain activity ensures support is delivered according to agreed specification and stakeholder expectation.
Last but not least, Improve value chain focus on improving product, service, practices and all value chain activities.
In design and transition service value chain activity, we create service design packages based on customer functional and nonfunctional requirements.
Functional requirements are utilities, ensure product are fit for purpose,
Warranties ensure products are fit for use in live operation.
Warranty is a combination of availability, capacity, security and continuity.
Availability managed by availability management practice which focus on availability, downtime, maintainability, serviceability, reliability and resilience of the product and services.
Capacity focuses on business service and component capacity through capacity and performance management practice.
Security aspect managed by information security management practice, mainly confidentiality integrity availability and protecting of organization information and knowledge assets.
Continuity of service managed by IT service continuity management practice.
All these requirements are agreed through service level management practice through ongoing discussion and agreement to ensure seamless service.
Service level needs support from different suppliers and managed by supplier management practice.
Service level management focuses on both business and operational metrics.
All this information is recorded in the service knowledge management system database. Design and transition value chain activity also involve change management practice for creating requests for change. Create change proposals as part of portfolio management. Approve change based on the change model. Change can be classified as standard normal or emergency.
Different types of change are approved by different change authorities. All these are change records and recorded in the change management tool. Configuration, deployment and release management practices obtain or build necessary builds from developers and suppliers.
According to agreed specification and ensure resources are available when and where this is needed. Obtain or build will update configuration item records in configuration management system and all records are stored in knowledge management system.
Finally, product and services deployed to the live environment through transition value chain activity and release management practice announce the availability of product and service for users and customers to use on live operation.
Deliver and support value chain activity ensure maintenance and support of service to customer and user, mainly through service desk management practice. Service desk management practice performs two other practice service requests and incident management.
Service desk practice focuses on business and people and requires excellent customer service skills. Service desk practice also works closely with the support and development team.
Finally, improved service value chain activity focuses on improvement of products, services, practices and all value chain activities.
All engagement activities are completed by engaged value chain activity.
In the next slide we will see all these value chain activities work together and focus on relevant practices for ITIL® 4 foundation.
Plan explored the market space; the vision and mission for product and services. Engage value chain activity engage with customers at strategic and technical level through relationship management practice and at operational level through service level management practice.
Design transition connect change, deploy, release, configuration management and
information security management practices.
Obtain or build ensure resources are available according to agreed specification when and where resources are needed.
Deliver and support ensure maintenance and support according to agreement and stakeholder expectation through incident, problem, service request, service desk practices.
All engagement activities performed by engaging value chain activities.
Improve ensure improvement direction for product and services are aligned across all value chain activities.
These service value chain activities work as an operating model for organizations to create or maintain products and services.
Understanding the service value chain is really important for foundation level as well as all the future ITIL® 4 advanced levels.
When an organization has a flexible coordinated, well-run system it can produce many services by targeting different customer segments.
Few organizations may focus on delivering goods like mobile, laptop etc. Ownership is transferred to the consumer and consumers take the ownership of goods and products. There are organizations that may focus on access to resources, like Gmail, Yahoo, Microsoft Excel and other online products. Ownership is never transferred, users are allowed to use the product for an agreed period of time.
Some organizations only provide or perform service action, like service integration or managed service companies. For example, end user computing support services for different organizations. Many organizations may offer goods, access to resources and service action as complete services to different customer segments.
Guiding principles are recommendations that guide an organization in all circumstances to make good decisions.
ITIL® 4 recommends seven guiding principles for organization to shape organizational culture, build systems, and practices for this digital world.
Seven guiding principles are
1.Focus on value
2.Collaborate and promote visibility
3.Think can work holistically
4.Start where you are
5.Progress iteratively with feedback
6.Keep it simple and
7.Optimize and automate.
Detail about guiding principle and practical we will discuss as part of guiding principles and practice section of this training.