?

2006

Hewlett-Packard

Development

Company,L.P.The

information

contained

herein

is

subject

to

change

without

noticeITIL

V3OverviewAgenda2221十一月2023What

is

ITIL?Service

Management

as

apracticeService

LifecycleService

StrategyService

DesignService

TransitionService

OperationContinual

Service

ImprovementConcepts,

PrinciplesReferences

&

ResourcesWhat

is

ITIL?IT

Service

Management

as

apracticeProduced

by

Office

of

Government

Commerce

(OGC)Non

proprietary

and

Crown

CopyrightPublished

by

The

Stationery

OfficeGuidance

rather

than

standardOrganizations

will

need

to

adopt

and

adapt

the

processesSupported

by

software

solutionsThe

UK's

Office

of

Government

Commerce

(OGC)

has

documented

a

set

ofprocesses

and

procedures

for

the

delivery

and

support

of

high

qualityITservices

that

are

designed

and

managed

to

meet

the

needs

of

an

organization.These

processes

and

procedures

are

referred

to

as

the

Information

TechnologyInfrastructure

Library

(ITIL).

As

of

version

3,

ITIL

comprises

five

core

books.321十一月2023What’s

different

about

v3?421十一月2023ITIL

V2ProcessbasedITIL

V3Structured

according

to

the

ITService

lifecycleCentered

on

business

valueSeeing

IT

as

a

Strategic

BusinessUnitCreating

a

way

to

integrate

IT

Processes,

People

and

Toolswith

the

Business

Strategy

and

desired

OutcomesIncreased

scopeITIL

V2ServiceSupportServiceDeliveryTheBusinessBusinessPerspectiveThe521十一月2023TechnologyICTInfrastructureManagementApplicationManagementSecurityManagementPlanning

to

implement

Service

ManagementSoftware

AssetManagementService

LifecycleITIL

V3621十一月2023ITILServiceOperationContinual

ServiceImprovementSeSrveircveice

DeDseigsnignSSeervrvicicee

StrategyServiceTransitionService

Management

as

apractice721十一月2023ServiceService

Management(Best)

PracticeService

Management

as

apractice821十一月2023What

is

a‘Service’?a

means

of

delivering

value

to

customers

byfacilitatingoutcomes

customers

want

to

achieve

without

theownership

of

specific

costs

and

risksServices

facilitate

outcomes

by

enhancing

the

performanceofassociated

tasks

and

reducing

the

effect

of

constraints.Service

Management

as

apractice921十一月2023What

is

‘Service

Management’?a

set

of

specialized

organizational

capabilitiesforproviding

value

to

customersin

the

form

of

servicesThese

capabilities

include

the

Functions

and

Processes

used

tomanage

services

over

their

lifecycle

(strategy,

design,transition,

operation,

and

continual

improvement).The

act

of

transforming

resources

into

valuable

services

is

atthe

core

of

service

management.Four

Perspectives

of

ITSM:

People,

Partners,

Process,ProductsProcess:

a

set

of

coordinated

activities

combining

and

implementingresources

and

capabilities

in

order

to

produce

an

outcome

and

provide

value

to

customers

orstakeholders.Characteristics

of

every

process

include:They

are

measurable,They

deliver

specific

resultsThey

deliver

outcomes

to

customers

or

stakeholdersThey

respond

to

specific

events

(triggers)A

process

owner

is

responsible

for

improvements

and

ensuring

that

the

process

is

fit

for

the

desiredpurpose.

They

are

accountable

for

the

outputs

of

that

process.A

service

owner

is

accountable

for

the

delivery

of

a

specific

IT

Service

and

is

responsible

forcontinual

improvement

and

management

of

change

affecting

Services

under

their

care.The

process

owner

and

service

owner

are

accountable

for

the

process

or

service

under

their

care.However

they

may

not

be

responsible

for

performing

many

of

the

actual

activities

required

for

the

processorservice.1021十一月2023RACIModelTheRACImodelhelpsshowhowaprocessactuallydoesworkendtoendacrossseveralfunctionalgroupsbydefiningrolesandresponsibilities,aswellasorganizationalstructure.R––Responsibility(actuallydoestheworkforthatactivitybutis

responsibletothefunctionorpositionthathasa“n”Aa“”gainstit.)eg

ProcessmanagerA––Accountability(ismadeaccountableforensuringthattheactiontakesplace,eveniftheymightnotdoitthemselves).egProcessOwnerC––Consult(advice/guidance/informationcanbegainedfromthisfunctionorpositionpriortotheactiontakingplace).–I–Inform(thefunctionorpositionthatistoldabouttheeventafterithashappened).GeneralRulesOnly“1”Ap“”erRow(ensuresaccountability,morethanon“eA“”would

confusethis)Atleast“1R”“p”erRow(showsthatactionsaretakingplace)1131十二月2022Function-units

oforganizations

specialized

to

perform

certain

typesofworkandresponsibleforspecificoutcomesCustomer:

referstotheperson

who

“pays””forthe

service,

or

has

theauthority

torequesta

serviceUser:

Anorganization’sstaff

member/employee

who

“uses”theITservice1231十二月20221.Implementation

of

ITILServiceManagement

requires

preparingandplanningtheeffectiveandefficient

useof:A.People,

Process,

Partners,SuppliersB.People,

Process,

Products,TechnologyC.People,

Process,

Products,PartnersD.People,

Products,Technology,Partners1331十二月2022Implementation

ofITILService

Management

requires

preparing

andplanningtheeffectiveand

efficient

useof:People,Process,Partners,SuppliersPeople,Process,Products,TechnologyPeople,Process,Products,PartnersPeople,Products,Technology,

Partners1431十二月20222.HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone-theprocessownerC.Two-theprocessownerandtheprocessenactorD.Onlyone-theprocessarchitect1531十二月20222.HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone-theprocessownerC.Two-theprocessownerandtheprocessenactorD.Onlyone-theprocessarchitect1631十二月2022WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?AsetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservicesAgroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurposeC.ThemanagementoffunctionswithinanorganizationtoperformcertainactivitiesD.Unitsoforganizationswithrolestoperformcertainactivities1731十二月2022Whichof

the

followingistheBESTdefinitionof

the

termServiceManagement?Asetofspecializedorganizational

capabilitiesforproviding

valuetocustomersintheformofservicesAgroup

of

interacting,

interrelated,orindependentcomponents

thatforma

unifiedwhole,

operatingtogetherfora

common

purposeThe

management

offunctions

within

anorganization

toperformcertainactivitiesUnitsoforganizations

with

rolestoperformcertainactivities1831十二月20224.Which

roleisaccountablefor

aspecificservicewithinanorganization?A.TheServiceLevelManagerB.TheBusinessRelationship

ManagerC.TheServiceOwnerD.TheServiceContinuity

Manager1931十二月2022Which

role

isaccountable

for

a

specific

servicewithin

anorganization?The

ServiceLevelManagerThe

BusinessRelationship

ManagerThe

ServiceOwnerThe

ServiceContinuityManager2031十二月2022Whichof

the

followingstatementsis

INCORRECT?TheServiceOwner:Is

responsible

for

the

day-to-daymonitoringandoperation

oftheservicethey

ownIs

responsible

for

continualimprovementandthemanagement

of

changeaffecting

theservicetheyownIs

aprimarystakeholderin

all

of

the

underlyingITprocesses

whichsupporttheservicetheyownIs

accountable

for

aspecificservicewithinan

organization2131十二月20225.WhichofthefollowingstatementsisINCORRECT?TheServiceOwner:A.Isresponsiblefortheday-to-daymonitoringandoperationoftheservicetheyownB.IsresponsibleforcontinualimprovementandthemanagementofchangeaffectingtheservicetheyownC.IsaprimarystakeholderinalloftheunderlyingITprocesseswhichsupporttheservicetheyownD.Isaccountableforaspecificservicewithinanorganization2231十二月20226.In

thephrasePeople,Processes,

Products

andPartners;.

Products

refersto:A.ITInfrastructureandApplicationsB.Services,technologyandtoolsC.Goodsprovidedbythirdparties

to

supportthe

IT

ServicesD.Allassets

belongingtotheServiceProvider2331十二月20226.InthephrasePeople,Processes,ProductsandPartners;.Productsrefersto:A.ITInfrastructureandApplicationsB.Services,technologyandtoolsC.GoodsprovidedbythirdpartiestosupporttheITServicesD.AllassetsbelongingtotheServiceProvider2431十二月2022AProcessOwner

has

been

identified

with

an

"I"

ina

RACImatrix.Which

ofthefollowing

wouldbeexpectedofthem?Tellothers

abouttheprogress

ofanactivityPerform

an

activityBe

kept

up

todate

ontheprogress

ofanactivityManage

anactivity2531十二月20227.AProcessOwnerhasbeenidentifiedwithan"I"inaRACImatrix.Whichofthefollowingwouldbeexpectedofthem?A.TellothersabouttheprogressofanactivityB.PerformanactivityC.BekeptuptodateontheprogressofanactivityD.Manageanactivity2631十二月2022Which

ofthefollowingis

NOT

a

characteristic

of

a

process?Itis

measurableDelivers

specificresultsResponds

tospecific

eventsAmethod

ofstructuring

anorganization2731十二月20228.WhichofthefollowingisNOTacharacteristicofaprocess?A.ItismeasurableB.DeliversspecificresultsC.RespondstospecificeventsD.Amethodofstructuringanorganization2831十二月20229.WhichofthefollowingstatementsisCORRECT?A.ProcessownersaremoreimportanttoservicemanagementthanserviceownersB.Service

ownersaremoreimportanttoservicemanagement

thanprocessownersC.Service

ownersareasimportant

to

servicemanagementasprocess

ownersD.Process

ownersandserviceownersare

notrequiredwithinthe

sameorganization2931十二月2022Which

ofthefollowingstatementsis

CORRECT?Processowners

are

more

important

toservice

management

than

service

ownersServiceowners

are

more

important

toservice

management

than

process

ownersServiceowners

are

asimportantto

servicemanagement

asprocess

ownersProcessowners

and

serviceowners

arenotrequired

withinthesameorganization3031十二月2022Whichofthefollowing

statementsisCORRECTforevery

process?

1.

Itdelivers

itsprimary

results

toacustomerorstakeholder2.

It

defines

activitiesthat

are

executed

by

asingle

functionBothof

the

above1onlyNeither3131十二月202210.WhichofthefollowingstatementsisCORRECTforeveryprocess?1.Itdeliversitsprimaryresultstoacustomerorstakeholder2.ItdefinesactivitiesthatareexecutedbyasinglefunctionA.BothoftheaboveB.1onlyC.Neither3231十二月2022requiredtrainingA.1,3and4onlyB.AlloftheaboveC.1,2and3onlyD.1,2and4only3331十二月2022KeyPerformanceIndicators(KPIs)3.Improving

theprocess

4.

Ensuringprocessstaffundertake

therequiredtraining1,3

and4

onlyAllofthe

above1,2

and3

only1,2

and4

only3431十二月2022Whichofthefollowing

statementsaboutprocesses

is

INCORRECT?They

areunitsoforganizations

designed

to

performcertaintypesofworkWemust

be

abletomeasurethem

in

arelevantmannerThey

deliverspecificresultsThey

respondtospecificevents3531十二月202212.WhichofthefollowingstatementsaboutprocessesisINCORRECT?A.TheyareunitsoforganizationsdesignedtoperformcertaintypesofworkB.WemustbeabletomeasuretheminarelevantmannerC.TheydeliverspecificresultsD.Theyrespondtospecificevents3631十二月2022ServiceStrategyITILSSeervrvicicee

Strategy3731十二月2022ServiceStrategy3831十二月2022ShowsorganizationshowtotransformServiceManagementintoastrategicassetandtothenthinkandactinastrategicmannerGuidanceon:Whatservicesshouldweofferandtowhom??Howtocreatevalueforcustomers?Howdowedifferentiateourselvesfromcompetingalternatives?Utility+Warranty=ValueUtility(fitforpurpose)featuresandsupportofserviceWarranty

(fit

for

use)

–defines

levelsof

availability,

capacity,security,continuityService

DesignITILSeSrveircveice

DeDseigsnignSSeervrvicicee

Strategy3931十二月2022ServiceDesign4031十二月2022Providesguidanceforthedesignanddevelopmentofservicesandservicemanagementprocesses.Scopenewservices,andthechangesandimprovementsfunctional&operationalrequirementsValuetobusinessThecostofserviceisdesignedServiceTransitionITILSeSrveircveice

DeDseigsnignSSeervrvicicee

Strategy4131十二月2022ServiceTransitionService

Transition4231十二月2022Testseach

serviceanddeploysthemintooperationsaftercareful

planningScopeNewservice,existingservicePackage,build,test,and

deployareleaseintoproductionEstablishthe

serviceValuetobusinessThecostofservice

is

validatedService

OperationITILServiceOperation4331十二月2022SeSrveircveice

DeDseigsnignSSeervrvicicee

StrategyServiceTransition44Service

OperationCoordinateandcarryoutday-to-dayactivitiesandprocessesto

deliverandmanageservicesat

agreedlevelsScopeOngoingmanagement

of:services,people,processes,productsValue

tobusinessWhereactual

valueofstrategy,designandtransition

are

realizedby

thecustomersandusersFroma

customerviewpoint,

Service31

十二月O2022perationiswhere

actualvalue

isseen4531十二月2022Continual

Service

ImprovementITILServiceOperationContinual

ServiceImprovementSeSrveircveice

DeDseigsnignSSeervrvicicee

StrategyServiceTransition46ContinualServiceImprovementcontinuallyalignsITservicestochangingbusinessneedsbyidentifyingimprovementstoefficiencyandeffectivenessGuidanceinevaluatingandimprovingservicequality,theservicelifecycleanditsunderlyingprocessesScope–Overallhealthof…;Alignmentof…;MaturityofprocessesValuetobusiness–Improvements;Benefits;ROI(ReturnonInvestme31十n二t月)20;22VOI(ValueonInvestment)References&Resources4731十二月2022CoursesITILV3Overview(grow@HP)ReadingsITILV3PublicationsAnIntroductoryOverviewofITIL??V3.pdf1.WhatistheBESTdescriptionofthepurposeofServiceOperation?A.TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycleB.ToproactivelypreventalloutagestoITServicesC.TodesignandbuildprocessesthatwillmeetbusinessneedsD.TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomers4831十二月2022What

isthe

BEST

descriptionof

the

purposeof

Service

Operation?Todecide

how

ITwillengage

with

suppliers

during

the

ServiceManagement

LifecycleToproactively

preventalloutages

toIT

ServicesTodesign

and

build

processes

that

will

meet

business

needsTodeliver

and

manageIT

Services

atagreed

levels

to

businessusersandcustomers4931十二月2022Event

Management,Problem

Management,Access

Managementand

RequestFulfillment

arepartofwhichstage

ofthe

Service

Lifecycle?ServiceStrategyServiceTransitionServiceOperationContinual

ServiceImprovement5031十二月2022Event

Management,Problem

Management,Access

Managementand

RequestFulfillment

arepartofwhichstage

ofthe

Service

Lifecycle?ServiceStrategyServiceTransitionServiceOperationContinual

ServiceImprovement5131十二月20223.Whichofthefollowingarethetwoprimaryelementsthatcreatevalueforcustomers?A.ValueonInvestment(VOI),ReturnonInvestment(ROI)B.CustomerandUsersatisfactionC.UnderstandingServiceRequirementsandWarrantyD.UtilityandWarranty5231十二月2022Which

ofthefollowingare

the

two

primaryelements

that

createvalue

forcustomers?Value

on

Investment

(VOI),Return

onInvestment(ROI)Customer

andUsersatisfactionUnderstanding

ServiceRequirements

and

WarrantyUtilityandWarranty5331十二月20224.TheinformationthatispassedtoServiceTransitiontoenablethemtoimplementanewserviceiscalled:A.AServiceLevelPackageB.AServiceTransitionPackageC.AServiceDesignPackageD.ANewServicePackage5431十二月2022The

information

that

is

passedtoServiceTransition

to

enablethem

toimplementanewserviceiscalled:AServiceLevel

PackageAServiceTransitionPackageAServiceDesignPackageANewServicePackage5531十二月2022One

ofthefive

majoraspectsof

Service

Design

isthedesignof

service

solutions.Which

ofthefollowing

doesthisinclude?OnlycapabilitiesneededandagreedOnlyresources

and

capabilities

neededOnlyrequirementsneededandagreedRequirements,resources

and

capabilitiesneeded

and

agreed5631十二月2022Oneofthefivemajoraspects

of

ServiceDesign

is

thedesignofservicesolutions.Whichofthefollowing

doesthisinclude?Only

capabilitiesneededand

agreedOnly

resourcesandcapabilities

neededOnly

requirementsneededand

agreedRequirements,

resourcesandcapabilities

neededandagreed5731十二月2022Which

stage

of

theService

Lifecycle

is

MOST

concernedwithdefiningpoliciesand

objectives?ServiceDesignServiceTransitionServiceStrategyServiceOperation5831十二月20226.WhichstageoftheServiceLifecycleisMOSTconcernedwithdefiningpoliciesandobjectives?A.ServiceDesignB.ServiceTransitionC.ServiceStrategyD.ServiceOperation5931十二月20227.Which

of

thefollowingisMOSTconcernedwiththedesign

of

neworchanged

services?A.ChangeManagementB.Service

TransitionC.Service

StrategyD.Service

Design6031十二月20227.WhichofthefollowingisMOSTconcernedwiththedesignofneworchangedservices?A.ChangeManagementB.ServiceTransitionC.ServiceStrategyD.ServiceDesign6131十二月20228.WhichofthefollowingaregoalsofServiceOperatio