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    ITIL Foundation Essentials: The exam facts you need
    ITIL Foundation Essentials: The exam facts you need
    ITIL Foundation Essentials: The exam facts you need
    Ebook152 pages1 hour

    ITIL Foundation Essentials: The exam facts you need

    By Claire Agutter and Melanie Crawley

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    About this ebook

    An official ITIL® Licensed product, ITIL® Foundation Essentials is a distillation of critical information - no waffle or padding - just exactly what you need to understand how to pass the ITIL Foundation exam. Written for self-study candidates, ITIL community training delegates, itSMF/BCS members and V2 Foundation Certificate holders, who have yet to take an upgraded exam, this pocket guide is fully aligned with the ITIL 2011 core volumes.

    Project managers, who are looking to expand their qualifications, and IT contractors or consultants, who don't want to take time out from their day jobs to attend a course, will also find this pocket guide an essential companion to their studies and education.

    LanguageEnglish
    Publisheritgovernance
    Release dateSep 6, 2012
    ISBN9781849284011
    ITIL Foundation Essentials: The exam facts you need
    Author

    Claire Agutter

    Claire Agutter is interested in anything that helps IT work better. She has more than two decades experience as a service management consultant, trainer, speaker and author. She is the founder of Scopism, an organisation which focuses on publications, events and consultancy linked to SIAM (Service Integration and Management). She recruited and led the team of volunteers that contributed to the SIAM Foundation and Professional Bodies of Knowledge publications and created the online SIAM community. From 2018-23, she was nominated by Computer Weekly as one of the most influential women in UK tech. A long time IT Governance Publishing collaborator, Claire has written ITIL® study guides covering both ITIL® v3 and ITIL® 4, with her ITIL Foundation Essentials ITIL 4 Edition – The ultimate revision guide rating 4.6 on Amazon. To view all her publications, visit: https://www.itgovernancepublishing.co.uk/author/claire-agutter.

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      ITIL Foundation Essentials - Claire Agutter

      Resources

      INTRODUCTION

      Welcome to ITIL Foundation Essentials. This guide distils the key facts that you need to prepare for a successful ITIL Foundation exam.

      This pocket guide is a great revision aid for anyone preparing for their Foundation exam, and is fully aligned with the latest syllabus and ITIL 2011 core volumes.

      CHAPTER 1: INTRODUCING ITIL

      ITIL is:

      Best practice for IT service management

      Developed by the UK government

      Globally adopted in the public and private sectors

      Not prescriptive

      A framework that organisations adopt and adapt.

      Best practice is proven activities or processes that have been successfully used in multiple organisations. Best practice available in the public domain supports organisational improvement. Sources include public frameworks (ITIL) and standards like ISO/IEC 20000.

      ITIL is successful because it’s:

      Vendor neutral

      Non-prescriptive

      Best practice.

      ITIL is preferable to proprietary information held within organisations, which may not be documented, challenged or improved.

      Figure 1 shows the many sources of service management practice. Best practice must be passed through a filter of the drivers and scenarios relevant to the organisation before it is fit for purpose.

      Figure 1: Sources of service management best practice

      CHAPTER 2: SERVICES

      A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

      For example, a customer using a data centre service does not want to take ownership of the costs of individual hardware elements, or manage risks related to power, etc. The customer wants to pay for, and use, the service.

      IT service:

      Provided by IT service providers

      Made up of IT, people and processes

      Customer-facing IT services directly support the business processes of customer(s), according to SLA targets

      Supporting services are used to deliver customer-facing services.

      Service providers define results-based services focused on customer outcomes.

      Outcome:

      The result of carrying out an activity, following a process or delivering an IT service. Outcome can refer to intended or actual results.

      Customer expectations change. Service providers must update services so that they continue to deliver value.

      Service classifications

      Core services: deliver basic outcomes desired by customer(s). They represent what the customer wants and will pay for. For example: e-mail.

      Enabling services: Required for the core service to be delivered. For example: the network used to access e-mail.

      Enhancing services: Non-essential services are added to the core service to tempt or excite customers. For example: mobile e-mail may be an optional extra.

      Service providers use service packages to help organise services for customers. Service packages combine core, enabling and enhancing services. The package contains two or more services bundled together to meet customers’ needs.

      Service providers can be:

      Type 1 or Internal: has a one-to-one relationship with a business unit it provides services to, often embedded in the unit.

      Type 2 or Shared Service Unit: has a one-to-many relationship with internal business units.

      Type 3 or External: provides IT services to external customers.

      Internal and external services

      Internal services are delivered to departments or business units in the same organisation as the service provider. They support internal activity.

      External services are delivered to an external customer, who could be an individual or another organisation. They support business outcomes.

      Figure 2: Internal and external services

      Types of service

      Supporting services:

      Often infrastructure services

      Required for other services to be delivered

      Customers may not be aware of them

      Internal customer-facing services

      Used by customers in the same organisation as the service provider

      External customer-facing services

      Customers are from different organisations.

      CHAPTER 3: SERVICE MANAGEMENT

      A set of specialised organisational capabilities for delivering value to customers in the form of services.

      Service management can include, for example, the staff skills and processes used to manage and support IT

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