ITIL Intermediate Course: PPO Instructor Guide_r3.2.0

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Chicago Manual of Style, The American Heritage Dictionary, and the ...... any resistance to the thought-pattern changes required with ITIL v3. To overcome these ...
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ITpreneurs™ Service Management

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ITIL® Intermediate Planning, Protection, and Optimization INSTRUCTOR GUIDE

release 3.2.0

www.ITpreneurs.com

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ITIL Planning, Protection, and Optimization, Classroom course, release 3.2.0

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Copyright

Copyright © 2012 ITpreneurs. All rights reserved.

ITIL® is a registered trademark of the Cabinet Office.

Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V.

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Copyright and Trademark Information for Partners/Stakeholders.

IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office.

The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

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All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office.

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All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

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More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

Copyright © 2012 ITpreneurs. All rights reserved

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Contents v

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List of Icons List of Activities General Training Tips

vi xiii

Acknowledgements xvii

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Follow us XIX Course Introduction

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Introductions 2 Course Introduction Unique Nature of the Course Course Qualification Scheme

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Course Learning Objectives

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Course Agenda

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Course Agenda and Exam Details

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11 14

ITIL Intermediate Classroom Blended Course

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ITIL Intermediate Virtual Classroom Blended Course

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ITIL Intermediate Classroom Course

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1.2 The Lifecycle in Context

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1.3 Basics of Service Design

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1.4 Role of Design Coordination Within PPO

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1.5 Group/Individual Exercise

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Summary of Unit 1

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1.1 Purpose, Objectives, and Value of Service Design

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ITIL Intermediate Expert Program Course

Unit 1: Introduction to PPO

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Unit 2: Capacity Management

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2.1 Purpose and Objectives

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2.2 Scope of Capacity Management

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2.3 Business Value of Capacity Management

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2.4 Policies, Principles, and Basic Concepts

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2.5 Activities, Methods, Techniques, and Relationship with Other Processes

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2.5.1 Business Capacity Management

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2.5.2 Service Capacity Management

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2.5.3 Component Capacity Management

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2.5.5 Ongoing iterative Activities of Capacity Management

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2.5.6 Demand Management in Capacity Management

98 100

2.5.8 Application Sizing

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2.6 Triggers, Inputs, Outputs, and interfaces with other processes

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2.7 Information Management

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2.8 Critical Success Factors and Key Performance Indicators for Successful Capacity Management

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2.9 Challenges and Risks

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2.5.7 Modeling and Trending

2.10 Group/Individual Exercise

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2.11 Sample Test Question

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Summary of Unit 2 125 Unit 3: Availability Management

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3.1 Purpose and Objectives 3.2 Scope of the Process 3.3 Value to the Business

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3.4 Policies, Principles, and Basic Concepts 3.6 Triggers, Inputs, Outputs, and Process Interfaces 3.7 Information Management

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3.8 Critical Success Factors and Key Performance Indicators 3.9 Challenges and Risks

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3.10 Group/Individual Exercise

141 144 156 204 210 213 215 217 221 223 227

4.1 Purpose and Objectives

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4.2 Scope of ITSCM

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Unit 4: IT Service Continuity Management

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4.4 Policies, Principles, and Basic Concepts

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4.5 Process Activities, Methods, and Techniques

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4.5.1 Stage 1 - Initiation

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4.5.2 Stage 2 - Requirements and Strategy

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4.5.3 Stage 3 - Implementation

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4.5.4 Stage 4 - Ongoing Operation

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4.5.5 Invocation

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4.6 Triggers, Inputs, Outputs, and Process Interfaces

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4.7 Information Management

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4.8 Critical Success Factors and Key Performance Indicators

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4.9 Challenges and Risks

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4.10 Group/Individual Exercise

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4.11 Sample Test Question

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Summary of Unit 4

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4.3 Business Value of ITSCM

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Summary of Unit 3

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3.5 Process Activities, Methods, and Techniques

3.11 Sample Test Question

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2.5.4 Design-related Activities

Unit 5: Information Security Management

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5.2 Scope of ISM

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5.3 Business Value of ISM

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5.4 Policies, Principles, and Basic Concepts

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5.5 Process Activities, Methods, and Techniques

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5.1 Purpose and Objectives

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5.5.1 Security Controls

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5.5.2 Management of Security Breaches and Incidents 5.6 Triggers, Inputs, Outputs, and Interfaces of ISM

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5.7 Information Management 5.8 CSFs and KPIs for Successful ISM 5.9 Challenges and Risks 5.10 Group/Individual Exercise 5.11 Sample Test Question

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Summary of Unit 5 Unit 6: Demand Management

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6.1 Purpose and Objectives 6.2 Scope of Demand Management

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6.3 Value to the Business

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362 363 365

6.5 Process Activities, Methods, and Techniques

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6.5.1 Identifying sources of demand forecasting

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6.5.2 Patterns of Business Activity

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6.5.4 Activity-Based Demand Management

375 378 380

6.5.6 Management of Operational Demand

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6.5.5 Develop Differentiated Offerings

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6.7 Information Management

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6.6 Triggers, Inputs, Outputs, and Interfaces 6.8 CSFs and KPIs

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6.9 Challenges and Risks

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6.10 Group/Individual Exercise

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6.11 Sample Test Question

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Summary of Unit 6

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6.4 Policies, Principles, and Basic Concepts

6.5.3 User Profiles

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Unit 7: Roles and Responsibilities

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7.1 Process Owner

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7.2 Process Manager

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7.3 Process Practitioner

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7.4 Capacity Management Process Owner

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7.5 Capacity Management Process Manager

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7.6 Availability Management Process Owner

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7.7 Availability Management Process Manager

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7.8 IT Service Continuity Management Process Owner

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7.9 IT Service Continuity Management Process Manager

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7.11 Information Security Management Process Manager

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7.12 Demand Management Roles

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7 .13 Group/Individual Exercise

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Summary of Unit 7

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Unit 8:Technology and Implementation Considerations

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8.2 Evaluation Criteria for Technology and Tooling for Process Implementation

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8.3 Good Practices for Practice and Process Implementation

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8.1 Generic Technology Requirements to Assist Service Design

8.4 Challenges, CSFs, and Risks in Implementing Practices and Processes

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8.5 Planning and Implementing Service Management Technologies

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8.6 Considerations for Implementing Technologies

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8.7 Group/Individual Exercise

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8.8 Sample Test Question

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Summary of Unit 8

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Unit 9 : Exam Preparation Guide

9.1 Mock Exam 1

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9.2 Mock Exam 2 APPENDIX A: CASE STUDY

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APPENDIX B: MIND MAP EXCERCISE

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517 548 579 593

APPENDIX C: GLOSSARY 595

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APPENDIX D: SYLLABUS 689

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APPENDIX E: Answers (Not Applicable for Instructor)

APPENDIX G: Release Notes

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Appendix F: Diagrams (Macro View)

Instructor Feedback Form

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7.10 Information Security Management Process Owner

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LIST OF ICONS

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Refers to content that is meant for the instructor to lecture in class

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Refers to content that is meant for the student to read on his/her own in class or at home

Refers to information items that are not covered by the instructor in class but help the student understand a particular topic in detail Refers to a Scenario-Based Activity that the student must do in class or as homework after the completion of a topic or in between a topic

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Refers to items or contents that are given in a step-by-step-instruction or checklist format

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Refers to an important snippet of information that the instructors should remember to touch upon while conducting an activity or during a lecture

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Refers to the simplification of content that was previously difficult to understand or confusing

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Refers to an extra piece of information that is not very important but still good to know

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Refers to light, conversational snippets of information or that the instructor can use in class to break the monotony of a serious and tedious lecture

Refers to space for the students to take notes

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Refers to general-knowledge-based information that the instructor can use to provide relief to students during a serious or tedious classroom lecture

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This course uses a variety of delivery techniques. Each of these techniques is designed to help students not only learn the material but also apply the information. The various techniques used are:

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LIST OF ACTIVITIES

Description Activity

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Generally, the instructor asks students to fill up a blank diagram or to answer given questions in their Workbook.

Delivery Instructions

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Direct the students to their Workbook. Ask them to do the Activity given in the Workbook. Ask the students to fill up the blank diagram/write their answers in the Workbook. Discuss the answer(s) in the class. Let the students know that they will also find the correct answers in Appendix E of their Workbook. or

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1. 2. 3. 4. 5.

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6. The students can find the sample answers in Topic XX of the Reference Material.

Description

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Delivery Instructions

1. Initiate a controlled brainstorm on the . 2. Ask the students to read/analyze/inspect/assess the context provided in . 3. Direct them to write their response in the space provided in their Workbook. 4. Facilitate a brainstorm discussion on the and elicit responses from the students; encourage them to share their responses. 5. Note the key points on the whiteboard/flipchart. 6. Provide guidance when you feel the class is digressing. 7. Let students know that they will also find the correct answers in Appendix E of their Reference Material.

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Brainstorm

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This promotes collaborative learning, where the group is encouraged to offer up ideas without analysis and to then finalize the solution after brainstorming.

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Description The class compares and lists the similarities and differences between two concepts or processes.

Compare and Contrast

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Delivery Instructions

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1. Divide the class into three to four groups. 2. Ask each group to analyze the similarities and/or differences between < processes/ roles and responsibilities/techniques/and so on in the topic/content/graphics/scenarios/ questions/and so on> and discuss it within their respective groups. 3. Ask the students to note down similarities and differences in the space provided in their Workbook. 4. Ask students from each group to take turns, come to the flipchart/whiteboard, and write down a similarity or difference each in the respective column (or of course, you could write as they read out from their seats). 5. Follow this up with a brainstorm on the similarities and differences. 6. Encourage the students to take notes in their Workbook during the brainstorm. 7. Let them know that they will also find the correct answers in Appendix E of their Reference Material.

Description

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The instructor asks a “Rapid-Fire” round of questions to students. The instructor and students discuss the answers in 2 minutes.

Delivery Instructions

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Concept Jog

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1. The objective here is to warm up the participants to the topic activity. Keep this short and peppy. The “dialog” given in Instructor Guide (IG) materials is indicative, and of course, you would use expressions that you are most comfortable with. When you ask the question to participants, individually call the participants names or point to participants if you do not know their names. 2. Note the key points on the whiteboard/flipchart. 3. Provide guidance when you feel the class is digressing. 4. Elicit responses from the students and encourage them to share their responses. 5. Do not allow the participants to take a lot of time to answer these questions. 6. Treat the questions in a “rapid-fire” style.

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Description The students think about a given question(s), write their responses, and present their views in class.

Critical Thinking

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Delivery Instructions

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1. Initiate a critical thinking session on the . 2. Guide the students to in the space given in their Workbook. 3. Ask them to share their reflections with the rest of the class (use this point ONLY if you would like this; REMOVE this point if you just want students to reflect for themselves, without sharing). 4. Ask them to share their reflections with the rest of the class. Note that you don’t need to have all the participants share their responses. Randomly pick participants or offer participants an opportunity to share and pick two or three participants who are enthusiastic about sharing (use this point ONLY if you would like this; REMOVE this point if you just want students to reflect for themselves without sharing). 5. Let the students know that they will also find the correct answers in Appendix E of their Reference Material.

Description

Discussion

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The instructor poses questions to guide the students through complex subjects. The discussion assists the students in comprehending complicated topics.

Delivery Instructions

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1. Direct the students to write their response in the space provided in their Workbook. 2. Facilitate a discussion on the question and elicit responses from the students; encourage them to share their responses. 3. Note the key points on the whiteboard/flipchart. 4. Provide guidance when you feel the class is digressing. 5. Let the students know that they will also find the correct answers in Appendix E of their Workbook.

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Description

This is a traditional method of instruction but is done from the Instructor Guide, not from the PowerPoint presentation. The students are encouraged to follow along in their Student Reference Materials.

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Lecture

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Delivery Instructions

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1. Present the content provided in the “Speaking Points” to the students. 2. Use personal styles to teach the materials. 3. Try to intersperse long snippets of content with light-hearted “Icebreakers” or “Did You Knows?” given in the Instructor Guide (IG).

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Description

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Delivery Instructions

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Mind Map

The class draws a stepwise list of activities/phases/functions or web of content, for example, processes, functions, activities, steps, and so on. The idea is to map one idea in relation to other ideas, to understand whether or not the students have understood a concept properly.

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1. Present the slide with the question(s) to the class. 2. Ask the students to create a mind map of the concept given/stated in the question. 3. If the students are struggling, provide them with an example by drawing it on the whiteboard/flipchart. 4. Let them know that they will also find the correct answers in Appendix E of their Workbook.

Description

Delivery Instructions

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1. Ask the class to spend a couple of minutes to reflect on what they have just learned. 2. Ask the students to list the in the space provided in their Workbook. 3. Ask them to read out some of the points they just listed in their Workbook (you may either randomly pick students to read out one point each from their list or ask them to take turns). 4. List the points that they read out on the whiteboard/flipchart. 5. Check if the students have any questions. 6. Let them know that they will also find the correct answers in Appendix E of their Reference Material.

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Recall, Describe, and List

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The class lists as many ideas on or the key points of a previously learned topic, either in the Foundations course or through the course materials.

Description

Role-Play

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The instructor and the students play different roles. The instructor assigns roles to the students based on real-life situations/problems and asks them to act out their roles in a problem situation. The students give their views of/solutions to the situation/problem, per the specific roles assigned to them. Role-reversal can also take place where the students act as the instructor and teach the class.

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Delivery Instructions

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Part 1: 1. Divide the students into groups. 2. Explain to the students that you are going to play an interactive role-play exercise. Let them know that you will wear two hats during this role-play - that of their instructor and that of the . 3. Provide a brief but clear list of what the students are expected to do (for example, create your analysis/recommendation/pitch/and so on). 4. Instruct the students that they will find the following in their Workbook to complete their . 5. Instruct the students that they will be making presentations and to choose a member from their group for the presentation. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

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Part 2:

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6. As the groups set to work on their project, walk around to observe their work, and guide them if they are way off. They may not have the right solution as you know it nor be able to do a great job. 7. As you walk around, guide the teams to cover at least the points provided within the above in their Workbook. 8. Keep a time check, remind participants of the time available, and urge them to complete their presentations quickly. 9. Once the three teams are ready with their , ask them to make name cards for their and place it on the Instructor table before arrives. 10. After the , and the subsequent class interactions, it’s time to wear the Instructor’s hat again. Part 3:

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11. Inquire of the presenters what their experience was, and how they could have improved their . 12. Ask each team to take a couple of minutes to huddle together as a team and reflect upon their , and how they could have improved it. 13. Ask the nonparticipating students to ask their questions or share their views/comments from their notes or from the questions raised in their team huddle.

Description

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Round-Robin

This is similar to a discussion, except that the conversation goes from one student to the next, and each student must offer up an idea or a concept.

Delivery Instructions

Ask the class the question . Initiate a discussion on the question and the possible answers. Make all students contribute to the session. Note the key points on the whiteboard. The students can find the sample answers in Appendix E of their Workbook.

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1. 2. 3. 4. 5.

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1. Pick a student to read paragraph to the class. 2. Follow this with the question to drive the discussion on . or

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Description Real-world cases are used to provide context to apply the ITIL framework. These are particularly valuable when the students are developing a consultative view of a situation and selecting what aspect of ITIL will meet the needs of the scenario.

Scenario

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Delivery Instructions

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1. Direct the students to their Workbook. 2. Ask them to read the scenario and do Scenario-Based Activity given in their Workbook. 3. Ask them to write their answer(s) in the Workbook. 4. Discuss the answer(s) in the class. 5. The students can find the sample answers in Appendix E of their Workbook.

Description

Delivery Instructions

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Self-Study

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This is usually used for supplemental material after a topic has been covered. It is also used to create diversification of teaching techniques in order to keep students engaged. In Class and at Home:

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1. Ask the students to read through the content in detail and note down their queries. 2. Let them know that you will answer their queries and clarify doubts regarding the content. 3. There might be times when you do not have enough time to answer all questions. In this case, answer only one or two questions, and either write the other questions down or request the students to give their questions in writing/e-mail to you.

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The class is divided into two groups. Each group notes down a brief, “topic-related” problem. The groups then quiz each other about “how to solve” the given problem.

Delivery Instructions 1. Direct the students to read the in their Workbook. 2. Ask them to analyze the various aspects and nuances of the . 3. Ask them to in the space provided in their Workbook, based on the . 4. Ask them to randomly take turns to share their responses. If they are required to create a , seek a volunteer(s) to come draw it on the whiteboard/flipchart, and initiate a discussion around it. 5. Encourage the students to take notes during the discussion. 6. Summarize the key points on the flipchart/whiteboard. 7. Let the students know that they will also find the correct answers in Appendix E of their Reference Material.

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Solve a Common Problem/ Risk Mitigation

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Description

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Description This encourages greater retention of topics through self-study and preparation, to teach the concepts back to fellow classmates. The instructor plays a key role to ensure that the teachback session reflects the appropriate content.

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Delivery Instructions

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Teach-Back

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1. Slice the content/topics into logical parts. 2. Divide the class into the same number of groups as the number of content parts you have just created. 3. Assign each content part to a group. 4. Inform the students that each group will teach its section to the rest of the class. 5. Let the students know they have minutes for reading up their respective parts and for discussing them within their respective groups. 6. At the end of the allotted time, ask each group for a volunteer to teach back the material to the rest of the class. 7. Encourage the class to discuss the topic after each of the groups has completed its task.

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Description The Big “Why”

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The instructor asks “The Big ‘Why’” questions to introduce a to class. The instructor conducts this activity in a conversational or less formal manner and provides a gist of the entire course/topic(s)/subtopic(s).

Delivery Instructions

Display the question(s) given on the slide. Ask the class to answer the question(s) shown on the slide. There is no provision of space for answers in the students’ Workbook. The students need to given verbal answers to the question(s) asked in class. Encourage the class to relate their answers to their work environment and give examples from real life or the hotel scenario. 6. There is no sample answer for the question(s) in Appendix E of the Workbook.

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1. 2. 3. 4. 5.

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Description

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The instructor asks the class a question. The students then pair up with a partner to compare or discuss their responses. The instructor calls randomly on a few students to summarize their discussion or give their answer.

Think-PairShare

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Delivery Instructions

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1. 2. 3. 4. 5. 6.

Display the slide. Ask the class to answer the question(s) shown on the slide. Ask the class to write their answer(s) under the relevant questions in the Workbook. Give the class anywhere from 10 secs to 5 mins to work individually. Ask the students to pair up with a partner to compare or discuss their responses. The students can find the sample answers in Appendix E of their Workbook.

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

GENERAL TRAINING TIPS Value of Scenarios

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Scenarios provide invaluable support to the learning process. As a result, we recommend that you provide scenarios from your own or anyone else’s experience to contextualize ITIL concepts. This will facilitate a deeper understanding of some of the more-challenging concepts or aspects of the best practices you are describing. Ensure that your stories are as succinct and effective as possible. Here are some helpful guidelines to follow when sharing scenarios:

Do’s:

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 Be sincere and genuine.

 Make sure that the story is fresh in your mind, and that you remember all the important facts.  Share the story with enthusiasm.  Vary the tone and intensity of your voice.  Smile and use facial expressions to animate the scenario.

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 Share the story, as if you are talking to a close friend.  Keep your story brief and to the point.

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 Link your scenario closely to the skill or concept you are teaching. Explain why you are narrating the scenario.  Remember to involve the group and ask for their experiences too.

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 If the experience is someone else’s, be upfront about saying that.

Don’ts:

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 Be careful not to use space fillers, such as “and,” “umm,” “but,” “ok,” and “ya’ know,” because they detract from the story.

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 Avoid too many personal stories because that can give the impression that you are merely “reminiscing.”

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 Avoid topics such as religion, politics, race, gender, or age. These can be controversial.

Facilitating

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The main difference between training and facilitating is that training involves telling or informing to directly impart knowledge to participants while facilitation guides participants to discovery. ITpreneurs’ ITIL Intermediate training materials are expressly designed for “facilitation.” A successful facilitator does the following:  Asks questions  Listens

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 Explains concepts when they are unknown  Answers questions  Transfers energy by encouraging particular points of view/ideas

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 Guides participants to correct conclusions (doesn’t just correct answers)

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 Stimulates interaction between class participants

To quote Julie Mohr, an industry expert, “Now with the introduction of the new Intermediate ITIL® materials, ITpreneurs has elevated the playing field and developed a completely new approach to not only teaching the ITIL framework but changing the way that students learn. The new approach requires that instructors elevate their teaching methodologies. No longer can the instructor use a PowerPoint slide as a crutch, they must know the materials - and know them well. The result is that students really know and experience the material. But instructors be forewarned - you must prepare for these courses like you have never

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

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prepared before!”

Participant WIIFM

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WIIFM stands for “What’s in it for me,” and underlies the principle that adult learners seldom learn just for the sake of it, but rather learn to achieve a personal goal. It is important that participants know how the course will help them in their lives/workplaces. Establish this at the beginning of the course and reaffirm it frequently throughout the course to maintain participants’ commitment to learning from this course. For example, you can say things like:  “People often find they need ITIL, and the principles and practices covered in the OSA course, for their jobs.”

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 “OSA will help improve your performance.”

 “Once applied, OSA will help you stand out from the crowd and can increase your chances of promotion.”

Establish What Participants Want from the Course and Achieve It

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Participants generally just want a few things to keep them happy during a course, and it is your responsibility to try to accommodate them. ITpreneurs will supply all the necessary tools/resources to satisfy these requirements, as described below.

Enjoy a Relaxed Atmosphere

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Create a relaxed and fun learning environment using color, treats (sweets or fruit), and so on to stimulate creative thinking, humor, and laughter. Evolve your own mantra for creating a relaxed atmosphere conducive to learning the fun and experiential way.

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Find Useful skills

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Provide a learning experience that is personal to each participant. Ensure that the learning experience supplies skills that the participants can usefully apply to their own job and life. Do this by encouraging them to think of at least one concept in the OSA course that could help them at work.

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Use Practical Examples

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Supplement theory about the ideas and concepts with examples of how they can be put into practice either in their working environment, public (local news) environment, or at home. The OSA Instructor Guide provides you with several ideas and resources to do so.

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Respect Participants’ Feelings and Thoughts

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Adult learners do not welcome surprises, nor do individuals like being singled out or criticized. Remain respectful at all times, and ensure that participants always know what is coming next.

Vary Information Presentation

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Try to use multiple modes of learning, including reading, listening, practicing, seeing, interacting, or introspecting! The OSA materials provide several exercises to enable this. Of course, the more you enrich these, the richer your delivery will be.

Time Management

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Some adult learners can get frustrated and feel rushed if the course is running late, even if it’s only by a few minutes. Try to get through all the topics on time. Use your judgment of the class level and experience to guide if you should spend longer or less time on specific topics.

The Top-Ten (Non-ITIL/OSA) Questions That Participants Ask We suggest that you have answers to the following questions before beginning the course. You may wish to cover some in your introduction.  Are we going to finish on time?  When is the coffee break?

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

 Will there be a vegetarian lunch available?  Where are the toilets?  Is it OK if I take or make phone calls?  Are we going out after class?

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 Has my management attended this class?  How are you qualified to train us?  How will this course help me improve my career prospects?  What other ITIL or other courses would I benefit from?  How much do those other trainings cost?

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 Are you going to cover anything important in the next hour?

 Can we contact you directly to train for my company or should we only go via ITpreneurs/their partner?

Considerations for Adult Learners

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Adults are autonomous and self-directed. They often take charge of a situation and like to direct themselves to information discovery. They need to connect current learning to their existing experiences and knowledge.

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Learner Goals

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Most adult learners are goal-oriented and already know their goals when they arrive for the course. You should find out their goals when they introduce themselves on the first day of the course. Goals are not the same as course or unit objectives.

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Participants usually enroll in an OSA course for one or more of the following reasons:

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 Networking: Those attending OSA courses are like-minded people in similar working environments, who could offer business opportunities.

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 External expectations: An employer/customer requests the certification, or potential clients have a condition that contractors must use a structured methodology. Encourage the sharing of experiences.

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Adults like to apply their learning practically. Although you do not have the time to run a full ITIL Lifecycle project in the course, participants often benefit from being made to think about a scenario and discuss the implications of applying a concept equivalent to the real world. At all times, be respectful of the experiences shared with the group. Even if the experiences are not relevant to the current discussion, they should be encouraged and appreciated. If a participant does not grasp a concept, use the phrase “you would think that, wouldn’t you, but…” or “most people believe that too, however…”

Low-Intensity Activities

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The material provides several low-intensity activities aimed at energizing participants. Icebreakers and Concept Jogs are some such activities. Here are some more simple activities that you can utilize at any point during the course, for example, while waiting for people to return from a break, to wake people up after lunch, or to break the tension after an intensive study period.

“What If ”

Sa

To get your group laughing and talking right off the bat, start your session with a quick game of “What if.” Directions: Give each participant a small piece of paper. Ask them to write a “What-if ” question, such as “What if the sky was purple?” or “What if we all had three arms?” When everyone has finished (encourage them to work quickly), ask them to pass their question to the person to their right. Then ask each person to write the answer to the question they’ve received. They should answer the question as if they had written it. For example, if Tom hands his question (“What if I won the lottery?”) to Susan, she should answer the question as if she had won the lottery, not Tom.

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Materials/time needed: For a group of 6–20 people, this exercise will take about 10–15 minutes. No advance preparation is required, but you’ll need pens or pencils and note paper.

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When everyone has written their answer, select someone to read only the question they have in front of them. Ask the person to their right to read the answer to their question. They should then read the question on their paper and the person to their right should read the answer and so on. Even though the questions and answers are unrelated, you’ll find some hilarious combinations!

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

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ACKNOWLEDGEMENTS

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We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.

ITpreneurs’ Course Reviewers

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Anessi, Ray - Pangloss Group

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Costigan, Michael D - CSC Mohr, Julie - Blue Print Audits Vikdal, Mike - Auslyn Group Wigmore, Michael - Independent Pondman, Dick - Independent Burgers, Jurian - Independent Rijken, Adriaan - Independent Kaushik, Jitendra - ITpreneurs Townsend, Madeleine - Foster-Melliar, Morvest Professional Services

ITpreneurs’ Course Exercise Writers Foederer, Marcel - ITpreneurs Mohr, Julie - Blue Print Audits Vikdal, Mike - Independent Wigmore, Michael - Independent

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www.ITpreneurs.com

Follow us

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Before you start the course, please take a moment to:

“Like us” on Facebook

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http://www.facebook.com/ITpreneurs

“Follow us” on Twitter http://twitter.com/#!/ITpreneurs

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"Add us in your circle" on Google Plus http://gplus.to/ITpreneurs

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"Link with us" on Linkedin

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http://www.linkedin.com/company/ITpreneurs

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"Watch us" on YouTube

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http://www.youtube.com/user/ITpreneurs

Copyright © 2012 ITpreneurs. All rights reserved

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Course Introduction

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1

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

INTRODUCTIONS Planning, Protection, and Optimization

ITIL ®

Intermediate

Course Introduction

Introductions

Course Learning Objectives

Unique Nature of the Course

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Course Introduction

Welcome!

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Please share with the class: • Your name • Your profession • Your role • Your background in IT

• Your familiarity with Information Technology Infrastructure Library (ITIL®)

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• What you expect to learn over the next few days

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Delivery Instructions

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1. Welcome the students to the training course and introduce yourself.

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2. Be sure to give the students background information that establishes you as a credible expert on the learning material. Please share with the class your experience and background in IT and ITIL.

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It is important to understand the level of each student because it indicates the following challenges that the students may face:  Difficulty in understanding the concepts taught because applying “best practices” is unfamiliar territory

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 Helping students overcome the influence of “too much experience” in their current way of operating and any resistance to the thought-pattern changes required with ITIL v3

To overcome these challenges, you must question the students about their expectations from the course.

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You can record the students’ expectations on a flipchart. The expectations may range from passing the exam to wanting to implement the changes in their organization. As the expectations are stated and recorded, you can begin to manage them within the scope of this training.You can also use this exercise to start to introduce the key concepts that will be taught as part of the course.

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

COURSE INTRODUCTION Planning, Protection, and Optimization

ITIL ®

Intermediate

Course Introduction

Introductions

Course Learning Objectives

Unique Nature of the Course

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Course Introduction

Overview

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Planning, Protection, and Optimization (PPO) is part of the ITIL Intermediate Capability stream. The PPO course helps you understand and implement ITIL best practices related to: Processes

Roles

Availability Management

Availability Management Process Manager

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Capacity Management Process Manager

Capacity Management

ITSCM Process Manager IT Service Continuity Management (ITSCM)

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ISM Process Manager

Information Security Management (ISM)

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Demand Management Process Owner

Demand Management

Demand Management Process Manager

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Overview

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Let us now quickly understand what PPO is. Only a brief overview of PPO will be provided here. A more detailed understanding of what PPO is and the relationship of PPO with other Service Lifecycle processes will be dealt with in more detail in Unit 1.

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Planning, Protection, and Optimization (PPO) is one of the four courses that are part of the Information Technology Infrastructure Library (ITIL) Intermediate Capability stream.The PPO course is designed to help you gain the knowledge needed to plan, deliver, and manage Service-level commitments that balance customer demands, availability, and capacity with the realities of IT cost and capacity while mitigating Risk. The course provides in-depth coverage of PPO areas, such as Availability Management, Capacity Management, IT Service Continuity Management (ITSCM), Information Security Management (ISM), and Demand Management.

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To understand PPO, it is important to know the learning objectives of the PPO course. The list on the slide will help you understand what you will be able to do after taking this course.

Delivery Instructions Talk through the bulleted list, and answer any questions that participants may have.Take a moment to establish the connect between the Course Overview and Learning Objectives slides, emphasizing the key words and phrases.

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

3

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

COURSE LEARNING OBJECTIVES Planning, Protection, and Optimization

ITIL ®

Intermediate

Course Introduction

Introductions

Course Learning Objectives

Unique Nature of the Course

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Course Introduction

Course Learning Objectives

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At the end of this training, you will have gained the knowledge and skills to:

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• Comprehend the importance of Service Management as a practice. • Comprehend the importance of the principles, purpose, and objectives of Service Operation in relation to PPO. • Understand the importance of PPO while providing Services. • Recognize how all processes in PPO interact with other Service Lifecycle processes. • Learn the processes, activities, methods, and functions used in each of the PPO processes. • Learn how to use the PPO processes, activities, and functions to achieve operational excellence. • Comprehend how to measure PPO. • Explain the importance of IT security and its contributions to PPO. • Recognize the technology and implementation considerations surrounding PPO. • Outline the challenges, Critical Success Factors (CSFs), and Risks associated with PPO.

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UNIQUE NATURE OF THE COURSE

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Planning, Protection, and Optimization

ITIL ®

Intermediate Introductions

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Course Introduction

Course Introduction

Course Learning Objectives

Unique Nature of the Course

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Course Delivery Method

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This course will not be delivered in the traditional mode of “technical training”.

Participate in your learning experience.

You will benefit when you:

Internalize learning to take your final examination. Apply new, practical experience.

5

4

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

Planning, Protection, and Optimization Course Introduction

Introductions

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ITIL ®

Intermediate

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This course will not be delivered in the traditional mode of “technical training”, where the instructor presents and lectures on slide after slide. Instead, you will be expected to participate in the learning experience through discussions, exercises, and the sharing of practical experiences. This is to ensure that you internalize the learning, as required, to sit for your final examination successfully and to apply your new practical experience back at the workplace.

Course Learning Objectives

Course Introduction

Unique Nature of the Course

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Sample from the Student Reference Material and Workbook

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Delivery Instructions

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Take this introductory time to also walk through the student materials with your students. Explain where they will find information and how best to participate in the training session.

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Student Materials

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The student materials consist of two parts:  Student Reference Material: Contains the concepts that are covered in class. We recommend that you use the Reference Material to study each evening, after class, to prepare for the final exam. Each unit ends with Sample Test Questions. These questions have been created based on the format of the qualification exam. The answers to these questions are given in Answers: Appendix E in the Workbook.  Student Workbook: Contains all the exercises you have to do in class.The answers to these questions are given in Answers: Appendix E in the Workbook.

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ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Mock Exam

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The Exam Preparation Guide contains the two sample exams released by APMG. Mock Exam 1 consists of Sample Paper 1 (a complete set with scenarios + question-and-answer options with their rationale) and Mock Exam 2 contains Sample Paper 2 (a complete set with scenarios + question-and-answer options with their rationale). On the last day of the course, you will have the opportunity to attempt the Mock Exam questions, which will help you prepare for the final exam.

The Royal Chao Phraya Hotel Case Study

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Activities in this course are aimed at improving the retention of concepts learned. The Royal Chao Phraya Hotel case study provides the “scenario setting” for these activities. Scenario-Based Activities are based on Single Points of Failure (SPOFs) that occur because of IT challenges at the Royal Chao Phraya hotel. The scenarios are often intentionally not situated in the IT department, to establish the real-life connect between IT and business. The SPOFs at the Royal are illustrative of the connection between business and IT, and the fact that IT failures or challenges lead to business challenges and setbacks.

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Working through the IT challenges faced by the Royal, students will understand the value of implementing ITIL to overcome IT challenges and, consequently, comprehend how to ensure smooth business operations at their workplace.

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Also, the Royal Chao Phraya hotel is used in the Intermediate-level courses to provide a “scenario setting” for the assignments, rather than in an analogous manner, as in the Foundation-level course.This has been designed to ensure that the assignments, far more complex at this level, focus directly on the job at hand, and consequently, directly relate to IT. Important information on Intermediate-level syllabi:

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The composition of the ITIL Intermediate-level syllabi has a fair degree of overlap in concepts across each of the qualifications. The courses too, consequently, reflect this syllabus overlap. As you progress through the Intermediate levels and add one qualification after another, you may find this repetition of concepts increasing.

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From a syllabus point of view, this is done to ensure that students have skills in and knowledge of all the content areas required for a given Intermediate qualification. In practice, for example, the same concept may differ in the way it is applied in say PPO vis-à-vis how it is applied in Service Design.

6

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

Delivery Instructions Teaching Style Suggestions: 1. For repeated topics from the Foundation course:

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If the content of a unit has already been covered in the ITIL Foundation course, we suggest you do a dipstick check in class to test the students’ familiarity with and knowledge of previously covered concepts.

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If you think that the class needs to revise Foundation topics, continue teaching the course. If you think that some students need reinforcement of the Foundation concepts while others do not need this, you could offer the latter the option of taking a coffee break while you teach these topics to their classmates. 2. For topics repeated from other Intermediate courses:

Planning, Protection, and Optimization Course Introduction

Course Agenda and Exam Details

ITIL Qualification Scheme and Credit Assignment

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Course Qualification Scheme

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ITIL ®

Intermediate

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COURSE QUALIFICATION SCHEME

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The Intermediate course syllabi are such that several topics are repeated across courses.These re-peated topics may be taught in more or less detail across different courses. For example, Capacity Management is covered in three Intermediate Courses [Service Design, Service Operation, and PPO]. Suppose you are taking a Service Design course and the class has some students who have passed PPO. These students will have learned this process in detail. In this situation, you must inform the students who have already done PPO that they should use this opportunity to revise the topics they have learned in the previous course and that doing this will help reinforce their knowledge.

Legend

Service Strategy

SD

Service Design

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SS

ST

Service Transition

SO

Service Operation

CSI

Continual Service Improvement

OSA

Operational Support and Analysis

PPO

Planning, Protection, and Optimization

RCV

Release, Control, and Validation

SOA

Service Offerings and Agreements

© Crown Copyright 2011 Reproduced under licence from the Cabinet Office

7

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

7

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Qualification Scheme

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The purpose of this topic is to help you understand the Qualification Scheme, distinguish between the purposes of the two Intermediate streams, mention the included certificates and diplomas, and understand the different options for further training (not examinable).

There are four levels within the new scheme: a Foundation level, an Intermediate level, the Managing Across the Lifecycle level, and an Advanced level known as ITIL Masters. ITIL Masters was officially launched 1 May 2012.

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The Foundation level focuses on knowledge and comprehension to provide a good grounding in the key concepts, terminology, and processes of ITIL.

The new Intermediate level contains two streams, a Lifecycle stream and a Capability stream. The Lifecycle stream is built around the five core Cabinet Office books: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Planning, Protection, and Optimization

ITIL ®

Intermediate

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Course Introduction Course Agenda and Exam Details

Course Qualification Scheme

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Continual Service Improvement

Service Design

Improvement Process SS

SD

OSA

PPO

ST

RCV

Service Strategy

SO

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CSI

SOA

Demand Management

Measurement Management SS

SD

OSA

PPO

ST

RCV

SS

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CSI

SO SOA

CSI

SS

OSA

PPO

SD

ST

SO SOA

Legend:

SOA

PPO

IT Service Continuity SS

PPO

Information Security Management SD

PPO

Capacity Manager Availability Manager IT Service Continuity Manager Information Security Manager Demand Manager

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RCV

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Reporting Management

PPO

SD

Availability Management

Processes

Roles

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Adapted from ITIL Core © Crown Copyright 2011 Reproduced under license from the Cabinet Office

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The Capability stream is built around four clusters:

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 Operational Support and Analysis (OSA): Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk,Technical Management, IT Operations Management, and Application Management

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 Planning, Protection, and Optimization (PPO): Availability Management, Capacity Management, IT Service Continuity Management, Demand Management, Risk Management, and Information Security Management  Release, Control, and Validation (RCV): Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Knowledge Management, Request Fulfilment, and Change Evaluation  Service Offerings and Agreements (SOA): Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management, Financial Management for IT services, and Business Relationship Management

8

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

Both Intermediate streams assess your comprehension and application of the concepts of ITIL.You will be able to take units from either of the Intermediate streams, giving you credits toward a diploma. The Managing Across the Lifecycle course brings together the full essence of the Lifecycle approach to Service Management.

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After gaining the requisite number of 22 credits through your education at the Foundation, Intermediate, and Managing Across the Lifecycle levels, you will be awarded the ITIL Expert Qualification. No further examination or course is required to gain the qualification.

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The Advanced-level diploma will assess your ability to apply and analyze the ITIL concepts in new areas.

Note: The ITIL Qualification scheme is not examinable and is intended as information only. According to the APM Group, this qualification is subject to change.

COURSE AGENDA AND EXAM DETAILS Course Prerequisites:

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For the Capability courses, there is no minimum mandatory experience requirement, but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

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For the Lifecycle courses, there is no minimum experience requirement but basic IT literacy and around 2 years’ IT experience are highly desirable.

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To be eligible for the exam you must hold the Foundation Certificate in IT Service Management or other ap-propriate earlier ITIL and bridge qualifications.

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Planning, Protection, and Optimization Course Introduction

Course Qualification Scheme

Course Agenda and Exam Details

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ITIL ®

Intermediate

Duration: 1.5 hours

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Questions: 8 Multiple-Choice Questions

Each question has 4 Answer Options

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Scoring Scheme: Most Correct Answer: Worth 5 marks

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Second Best Answer: Worth 3 marks

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Exam Details

Third-Best Answer: Worth 1 mark Distracter: No marks

Format: Closed-book, online, or paper-based examination Pass Score: 28/40 or 70% Distinction Score: Not defined yet Contact Hours: 30-hour formal training with Accredited Training Organization (ATO)

Personal Study Hours by APMG: 12 hours Provisions for additional time relating to language Candidates completing an exam: • •

in a language that is not their mother tongue, and where the language of the exam is not their primary business language, have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary 9

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9

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Useful Tips for Writing the Exam:

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 Review the syllabus in your course material.

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 Use the syllabus to focus your study within the identified chapters in the core ITIL books to prepare for these exams.

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 The exam is written to a depth where you not only need to have a strong core competency in the ITIL best practice, but you also need to be able to apply this knowledge in practical scenarios.  Read the question CAREFULLY.  Remember that there will be qualifiers such as NOT and BEST.

 Make note of the unique business situation presented – this scenario may point you in the direction of the “best” answer from the list.

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 As far as possible, try to eliminate the incorrect distracter question by using your ITIL theory and assessment of the provided information.

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 Use your ITIL theory to assist with answering the question and selecting the best remaining answers from which to choose.

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 Because this exam is gradient marked, you will most likely find very close similarities with the remaining answers.  If you are stuck on a question, skip it and move to the next one.

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 As you progress through the exam, you will pick up the rhythm of the structure and the language of the questions.

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 When in doubt, guess – you will not lose marks for providing the wrong answer.

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Delivery Instructions

1. Review the 5-day course agenda with the students.

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2. Inform the students that there will be a 1-hour lunch break each day (or 45 minutes if time is of issue and lunch is available onsite).

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3. Encourage the students to set time aside to study and review the material each evening to prepare for the final exam.

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Let the students know that each unit will include practice questions, with a mock exam conducted on Day 5. As a result, the students will be very familiar with the format by the time they finish the course.

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

Course Agenda ITIL Intermediate

Classroom Course

1 Planning, Protection, and Optimization

Day

Total Time

Start

End

Course Introduction

08:00

08:30

00:30

1

Introduction to Planning, Protection, and Optimization (PPO)

08:30

09:45

01:15

2

Capacity Management

09:45

12:00

02:15

12:00

01:00

01:00

01:00

03:15

02:15

03:15

05:00

01:45

LUNCH 2

Capacity Management

3

Availability Management

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(in hours)

01:00

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Homework (review of day's material)

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Subject

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Unit

TOTAL

08:00

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Total - (Less Lunch and Homework)

10:00

Note: Reading the Case Study

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The case study used for activities in this course can be found in Appendix A of the Instructor Guide and Student Reference Material. It is recommended that you read through the case study during the first break. This will enhance your understanding of the scenarios used for the activities.

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Remark: Students may choose to read the “nonessential” section of the case study as well, for more-detailed insight into the Royal Chao Phraya Hotel and its staff.

Note: Personal Study Recommendation for Students

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The PPO syllabus recommends 12 hours of personal study in addition to the assigned classroom time.

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The content to support such personal study for this course has been provided in the Student Reference Material. We would like to recommend that you take time after class each day to read through the sections covered in class that day. This would refresh your memory and reinforce the concepts learned in class.

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Remark: While this would significantly contribute to the student’s learning, it is not mandatory.

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Some ideas for structured personal study:

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You may want to direct the students to do a mind-map exercise to revise the concepts learned during the day in a structured manner. Refer to Appendix B for a sample mind-map exercise and for instructions on how to do this ex-ercise (this is also provided to the students in the Appendix section of the Student Reference Material). The exercise will help the students discover gaps in their understanding. You may want to utilize breaks or take time out at the start or end of the class to discuss these gaps with your students and clarify their concepts. Direct your students to use homework time to also attempt the sample test questions.

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ITIL Intermediate Certification Level | Planning, Protection, and Optimization

2 Planning, Protection, and Optimization

Day

4

Start

End

Availability Management

08:00

12:00

04:00

LUNCH

12:00

01:00

01:00

IT Service Continuity Management

01:00

05:00

01:00

TOTAL

10:00

Total - (Less Lunch and Homework)

08:00

3 Planning, Protection, and Optimization

Day

Subject

IT Service Continuity Management (ITSM)

5

Information Security Management

6

Demand Management Homework (review of day's material)

10:15

02:15

10:15

12:00

01:45

12:00

01:00

01:00

01:00

04:15

03:15

04:15

05:00

00:45

(in hours)

01:00 10:00

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TOTAL

08:00

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Information Security Management

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LUNCH 5

End

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4

Total Time

Start

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Unit

04:00

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Homework (review of day's material)

(in hours)

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3

Total Time

Subject

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Unit

08:00

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Total - (Less Lunch and Homework)

4 Planning, Protection, and Optimization

Unit

Subject

at

Day

Start

End

Total Time (in hours)

Demand Management

08:00

09:30

01:30

7

Roles and Responsibilities

09:30

12:00

02:30

LUNCH

12:00

01:00

01:00

Technology and Implementation Considerations

01:00

04:30

03:30

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Homework (review of day's material)

01:00

TOTAL

09:30

Total - (Less Lunch and Homework)

07:30

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8

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6

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

5 Planning, Protection, and Optimization

Day

Start

End

Exam Preparation / Mock Exam

08:00

12:00

04:00

LUNCH

12:00

01:00

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9

Total Time

Subject

Exam

01:00

02:30

01:30

01:00

06:30

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TOTAL

(in hours)

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Unit

Total - (Less Lunch and Exam)

04:00

35.5 hours

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TOTAL CONTACT HOURS

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13

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Course Agenda

Expert Program Course

ITIL Intermediate

3 Planning, Protection, and Optimization

Day

Start

End

Course Introduction

01:00

01:30

00:30

1

Introduction to Planning, Protection, and Optimization (PPO) (incl. 15-min RECAP)

01:30

02:30

01:00

2

Capacity Management (incl. 40-min RECAP)

02:30

06:00

03:30

Homework (review of day’s material)

06:00

Total (Less Homework)

05:00

4 Planning, Protection, and Optimization

Day

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*All times in hours

Subject Availability Management (incl. 60-min RECAP)

3

IT Service Continuity Management (incl. 60-min RECAP)

5

Information Security Management (incl. 30-min RECAP) Homework (review of day’s material)

Start

End

Time*

09:00

12:00

03:00

12:00

01:00

01:00

01:00

03:00

02:00

03:00

06:00

03:00 01:00 10:00

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TOTAL

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4

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LUNCH

08:00

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Total (Less Lunch and Homework)

5 Planning, Protection, and Optimization

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Day Unit

rin 01:00

TOTAL

Unit

Time*

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Subject

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Unit

*All times in hours

Subject

*All times in hours Start

End

Time*

Demand Management (incl. 30-min RECAP)

09:00

11:00

02:00

7

Roles and Responsibilities (incl. 30-min RECAP)

11:00

12:00

01:00

LUNCH

12:00

01:00

01:00

M

at

6

Roles and Responsibilities

01:00

02:00

01:00

8

Technology & Implementation Considerations (incl. 15-min RECAP)

02:00

05:00

03:00

pl e

7

08:00

Total (Less Lunch)

07:00

TOTAL CONTACT HOURS

20 hours

Sa

m

TOTAL

14

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Course Introduction

Course Agenda ITIL Intermediate

Classroom Blended Course

1 Planning, Protection, and Optimization

Day

Start

Course Introduction

09:00

09:30

00:30

1

Introduction to Planning, Protection, and Optimization (PPO) (incl. 15-min RECAP)

09:30

10:40

01:10

2

Capacity Management (incl. 40-min RECAP)

10:40

12:00

01:20

12:00

01:00

01:00

01:00

02:40

01:40

02:40

06:00

03:20

LUNCH 2

Capacity Management

3

Availability Management (incl. 60-min RECAP) Homework (review of day's material)

Total - (Less Lunch and Homework)

2 Planning, Protection, and Optimization

ot

Day

Time*

rin 01:00 10:00 08:00 *All times in hours

Start

End

Time*

IT Service Continuity Management (incl. 60-min RECAP)

09:00

12:00

03:00

LUNCH

12:00

01:00

01:00

N

Subject

4

fo

TOTAL

Unit

End

t

Subject

rR ep

Unit

*All times in hours

Information Security Management (incl. 30-min RECAP)

01:00

05:00

04:00

6

Demand Management (incl. 30-min RECAP)

05:00

06:00

01:00

l-

5

01:00

TOTAL

10:00

er

ia

Homework (review of day's material)

Total - (Less Lunch and Homework)

08:00

Subject

M

Unit

at

3 Planning, Protection, and Optimization

Day

*All times in hours Start

End

Time*

Demand Management

09:00

10:00

01:00

7

Roles and Responsibilities (incl. 30-min RECAP)

10:00

12:00

02:00

LUNCH

12:00

01:00

01:00

7

Roles and Responsibilities

01:00

02:00

01:00

8

Technology & Implementation Considerations (incl. 15-min RECAP)

02:00

05:00

03:00

Sa

m

pl e

6

TOTAL

08:00

Total - (Less Lunch)

07:00

TOTAL CONTACT HOURS

23 hours

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

15

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Course Agenda

Virtual Classroom Blended Course

ITIL Intermediate

1 Planning, Protection, and Optimization

Day

Start

End

Course Introduction

09:00

09:30

00:30

1

Introduction to Planning, Protection, and Optimization (PPO) (incl. 15-min RECAP)

09:30

10:40

01:10

2

Capacity Management (incl. 40-min RECAP)

10:40

12:00

01:20

12:00

01:00

01:00

01:00

02:40

01:40

02:40

06:00

03:20

LUNCH 2

Capacity Management

3

Availability Management (incl. 60-min RECAP) Homework (review of day's material)

10:00

fo

2 Planning, Protection, and Optimization

Day

08:00 *All times in hours

Start

End

Time*

IT Service Continuity Management (incl. 60-min RECAP)

09:00

12:00

03:00

LUNCH

12:00

01:00

01:00

l-

N

Subject

ot

Total - (Less Lunch and Homework)

4

rin 01:00

TOTAL

Unit

Time*

t

Subject

rR ep

Unit

*All times in hours

Information Security Management (incl. 30-min RECAP)

01:00

05:00

04:00

6

Demand Management (incl. 30-min RECAP)

05:00

06:00

01:00

er

ia

5

01:00

TOTAL

10:00

at

Homework (review of day's material)

Total - (Less Lunch and Homework)

08:00

Start

End

Time*

Demand Management

09:00

10:00

01:00

Roles and Responsibilities (incl. 30-min RECAP)

10:00

12:00

02:00

LUNCH

12:00

01:00

01:00

7

Roles and Responsibilities

01:00

02:00

01:00

8

Technology & Implementation Considerations (incl. 15-min RECAP)

02:00

05:00

03:00

6

Sa

m

7

Subject

*All times in hours

pl e

Unit

M

3 Planning, Protection, and Optimization

Day

TOTAL

08:00

Total - (Less Lunch)

07:00

TOTAL CONTACT HOURS

23 hours

Each Cup represents one break.

16

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Unit1

Sa

m

pl e

M

at

er

ia

l-

N

ot

fo

rR ep

rin

t

Introduction to PPO

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

17

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization Unit 1 : Introduction to PPO

rin

t

Intermediate

rR ep

The Big “Why” • What is Planning, Protection, and Optimization (PPO)? • What does PPO do for you? • What does PPO do for your organization?

2

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N

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• Why PPO?

er

ia

Alright! So, we come to that big fundamental “why” question. Why Planning, Protection, and Optimization or PPO? Why take this course? Of course you know why you’re here! But my question is what does taking a PPO course do for you and for your organization?

M

Delivery Instructions

at

Anyone? OK, so let’s do a quick round-robin. What does the Planning, Protection, and Optimization course help with?

pl e

The objective here is to warm the participants up to the differences between Incidents and Problems. Keep this session short and peppy. The “dialog” above is indicative and, of course, you would use expressions that you are most comfortable with. Point to participants when you ask a question and call out their names individually…

Sa

m

Then, after you have a couple of responses, state that you would now move on to what this course really deals with.

Great! Let us now look at the specifics, at what this course really deals with.You will find this in your Reference Material as well.

18

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

rin

t

Overview PPO:

rR ep

• Focuses on an IT organization’s ability to plan, deliver, manage, and support IT Services on a daily basis.

• Helps organizations implement the PPO best practice in their IT organization to ensure that Services meet the customer expectations of Utility and Warranty.

3

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• Helps IT organizations understand how to balance customer demands and needs with IT costs and capacity.

ia

Overview

at

er

PPO focuses on the IT organization’s ability to plan, deliver, manage, and support IT Services on a daily basis. PPO helps organizations implement the PPO best practice in their IT organization to ensure that Services meet the customer expectations of Utility and Warranty. PPO also helps IT organizations understand how to balance customer demands and needs with IT costs and capacity.

M

We will now see how the learning objectives of this unit connect with what you will be able to do at the end of this course.

pl e

Delivery Instructions

Talk through the bulleted list, and answer any questions participants may have. Take a moment to establish the connect between the Unit Overview and the Learning Objectives slides, emphasizing the key words and phrases.

Sa

m

IMPORTANT: At this stage, be sure to explain to participants that some of the topics that follow will be a repetition for those who have undergone another ITIL v3 Intermediate Capability and/or Lifecycle training program.

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

19

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

rin

t

Unit Learning Objectives At the end of this unit, you will be able to:

rR ep

• Understand the purpose, objectives, and value of Service Design in relation to PPO. • Understand the role of the PPO processes in the Service Lifecycle. • Understand the basics of Service Design.

N

ot

fo

• Describe how the processes within PPO practices support the Service Lifecycle, including their roles and responsibilities.

Planning, Protection, and Optimization Unit 1 : Introduction to PPO

er

ia

Intermediate

l-

ITIL ®

4

Topics Covered in This Unit

Sa

m

pl e

M

at

1.1 Purpose, Objectives, and Value of Service Design 1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO 1.5 Group/Individual Exercise

20

5

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

1.1 PURPOSE, OBJECTIVES, AND VALUE OF SERVICE DESIGN Planning, Protection, and Optimization Unit 1 : Introduction to PPO



“The objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required.”

t

1.4 Role of Design Coordination within PPO

rin

“The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.”

1.3 Basics of Service Design

rR ep



1.2 The Lifecycle in Context

(Source: Service Design book)

fo

Purpose

1.1 Purpose, Objectives, and Value of Service Design

Objectives

ITIL ®

Intermediate

N

ot

(Source: Service Design book)

er

ia

l-

6

at

Purpose and Objectives

M

Core Guidance Reference — SD 1.1.1 Student Reference Material — Pg. 15

The objective of Service Design is to design IT Services in such a manner that they require minimum improvements during their Lifecycle. However, continual improvement should be embedded in all Service Design activities. Doing so:

pl e

 Ensures that the solutions and designs become even more effective over time.  Enables identifying changing trends in the business that may offer improvement opportunities.

Sa

m

Service Design activities can be periodic or exception-based. A specific business need or Event may trigger Service Design activities.

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

21

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

rin

t

Scope Service Design:

rR ep

• Provides guidance for the design of appropriate and innovative IT Services to meet current and future agreed business requirements. • Describes the principles of Service Design.

• Looks at identifying, defining, and aligning the IT solution with the business requirement.

• Introduces the concept of the Service Design Package and looks at selecting the appropriate Service Design model.

• Enforces the principle that the initial Service Design should be driven by a number of factors, including:

fo

o The functional requirements.

o The requirements within Service Level Agreements (SLAs). o The business benefits.

er

ia

Scope of Service Design Core Guidance Reference — SD 1.1.2 Student Reference Material — Pg. 15

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o The overall design constraints.

at

Successful Service Design relies on the following processes:

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 Design Coordination

 Service Catalogue Management  Service Level Management

pl e

 Availability Management  Capacity Management  IT Service Continuity Management

m

 Information Security Management

Sa

 Supplier Management

Almost all the preceding processes are also active throughout the other stages of the Service Lifecycle.These processes within the Service Lifecycle must be linked closely together to manage, design, support, and maintain:  Services  The IT infrastructure  The environment,

22

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

 Applications  Data

Planning, Protection, and Optimization Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

Value of Service Design

1.4 Role of Design Coordination within PPO

rR ep

ITIL ®

Intermediate

rin

t

The interfaces between processes need to be clearly defined when designing a Service or improving or implementing a process.

• Adopting and implementing standard and consistent approaches for Service Design will: • Reduce the Total Cost of Ownership (TCO). • Ease the implementation of new or changed Services.

fo

• Improve: o Quality of Service o Consistency of Service

ot

o Service alignment and performance. o IT governance.

N

o Effectiveness of Service Management and IT processes. o Information and decision-making.

8

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l-

o Alignment with customer values and strategies.

M

Value of Service Design

Core Guidance Reference — SD 1.1.4 Student Reference Material — Pg. 16

pl e

With good Service Design, it is possible to deliver quality and cost-effective Services and ensure that business requirements are being met consistently.

Sa

m

“Adopting and implementing standard and consistent approaches for service design will:  Reduce total cost of ownership (TCO) Cost of ownership can only be minimized if all aspects of services, processes and technology are designed properly and implemented against the design.  Improve quality of service Both service and operational quality will be enhanced through services that are better designed to meet the required outcomes of the customer.  Improve consistency of service This will be achieved by designing services within the corporate strategy, architectures and constraints.  Ease the implementation of new or changed services Integrated and full service designs and the production of comprehensive service design packages will support effective and efficient transitions.

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23

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

 Improve service alignment Involvement of service design from the conception of the service will ensure that new or changed services match business needs, with services designed to meet service level requirements.  Improve service performance Performance will be enhanced if services are designed to meet specific performance criteria and if capacity, availability, IT service continuity and financial plans are recognized and incorporated.

rin

t

 Improve IT governance By building controls into designs, service design can contribute towards the effective governance of IT.

 Improve effectiveness of service management and IT processes Processes will be designed with optimal quality and cost effectiveness.

rR ep

 Improve information and decision-making Comprehensive and effective measurements and metrics will enable better decision-making and continual improvement of services and service management practices throughout the service lifecycle.  Improve alignment with customer values and strategies For organizations with commitments to concepts such as green IT or that establish strategies such as the use of cloud technologies, service design will ensure that all areas of services and service management are aligned with these values and strategies.”

Planning, Protection, and Optimization Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

ot

Intermediate

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

N

ITIL ®

fo

(Source: Service Design book)

l-

Target Audience Organizations

Professionals • IT Architects

• Organizations that aim to improve services through the effective application of Service Management principles and a service lifecycle approach

• IT Service Owners

• IT Managers and Practitioners • Business Relationship Managers

at

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• Service Providers, both internal and external

M

• Organizations that require a consistent managed approach across all Service Providers in a supply chain or value network

9

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• Organizations that are going out to tender for their Services

Target Audience Core Guidance Reference — SD 1.1.5 Student Reference Material — Pg. 17

Service Design is relevant to organizations involved in the development, delivery, or support of Services. It is also relevant to any professional involved in the management of Services.The slide lists such organizations and professionals.

24

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

R

A

N

S

1.1

I

T

I

Coming Up

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N

1.2

Purpose, Objectives, and Value of Service Design

The Lifecycle in Context

t

T

Just Concluded

rR ep

rin

1.2 THE LIFECYCLE IN CONTEXT

Alright, we learned the purpose, objectives, and value of Service Deign. Let us now understand the Service Lifecycle. Planning, Protection, and Optimization Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

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ITIL ®

Intermediate

ot

The ITIL Service Lifecycle

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Continual service improvement

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Service transition

Service operation

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er

Service design

Service strategy

10

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M

Adapted from The ITIL service lifecycle © Crown Copyright 2011 Reproduced under licence from the Cabinet Office

m

The ITIL Service Lifecycle

Sa

Core Guidance Reference — SD 1.2 Student Reference Material — Pg. 18

The diagram on the slide shows the ITIL core, which consists of the five Lifecycle stages — Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI). Each Lifecycle stage provides guidance that is essential for an integrated approach, as specified by the ISO/IEC 20000 standard. Each publication has an influence on the working of Service Providers. The ITIL core provides structure, stability, and strength to Service Management capabilities and its robust principles, methods, and tools. This helps organizations protect investments and provide the basis for measurement, learning, and improvement. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

25

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Let us now discuss each stage in detail.

Service Strategy

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Service Strategy aims to understand organizational objectives as well as customer needs. It also involves developing markets and implementing strategy throughout the Service Management Lifecycle to make Service Management a strategic asset for the organization. Service Strategy deals with developing Service Management policies, guidelines, and processes to support the overall business strategy. Service Strategy helps organizations manage the costs and Risks involved in delivering Services and ensure operational effectiveness and performance. Decisions taken during Service Strategy have a great Impact on the performance and effectiveness of the Services in an organization.

rR ep

Service Design

Service Design helps organizations develop design capabilities for Services and Service Management. It involves implementing design principles to convert strategic objectives into portfolios of Services and Service Assets. It also helps organizations identify the Changes or improvements required to maintain value, Service continuity, and conformance with standards and regulations. Service Design encompasses the entire IT organization and focuses on turning Service Strategy into a plan to meet business objectives.

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Service Transition

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Service Transition ensures that the requirements identified in Service Strategy and the plans and designs developed in Service Design are effectively realized in Service Operations while controlling the Risks of failure and disruption. Service Transition deals with developing and improving Service capability while transitioning new and changed Services into operations. Service Transition also involves managing the complexity related to Changes in Services and the transfer of control of Services between customers and Service Providers.

Service Operation

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Service Operation is a crucial part of Service Management because it is through this phase of the Lifecycle that organizations meet strategic objectives. Service Operation provides guidelines, tools, and methods for organizations to use in reactive and proactive control situations.This phase helps managers make decisions related to Service Availability Management, demand control, optimization of capacity utilization, operation scheduling, and Problem and Incident resolution.

er

CSI

T

Just Concluded

R

1.2

M

at

CSI helps organizations make improvements in Service quality, operational efficiency, and business continuity. This stage of the Lifecycle enables managers to establish a closed-loop feedback system that helps identify improvement opportunities and improve continuously. The feedback system is based on the Plan, Do, Check, Act (PDCA) model. Feedback is provided throughout the Service Management Lifecycle. A

S

I

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Coming Up

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1.3

Basics of Service Design

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The Lifecycle in Context

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26

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

1.3 BASICS OF SERVICE DESIGN Let us now learn about the basics of Service Design. Planning, Protection, and Optimization Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

t

Intermediate

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

rR ep

Service Design Basics

rin

ITIL ®

Cost-effective Service is not possible without Service Design.

“Adopting and implementing standardized and consistent approaches for Service Design will:

11

at

Service Design Basics

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ia

(Source: Service Design book)

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• Enable projects to estimate the cost, timing, resource requirement and risks associated with the Service Design stage more accurately. • Result in higher volumes of successful change. • Make design methods easier for people to adopt and follow. • Enable Service Design assets to be shared and reused across projects and services. • Reduce delays from the need to redesign prior to completion of Service Transition. • Improve management of expectations for all stakeholders involved in Service Design including customers, users, suppliers, partners and projects. • Increase confidence that the new or changed service can be delivered to specification without unexpectedly affecting other services or stakeholders. • Ensure that new or changed services will be maintainable and cost-effective.”

M

Core Guidance Reference — SD 3.1 Student Reference Material — Pg. 20

pl e

The design of new or changed Services for introduction into the live environment is the main objective of the Service Design stage. This stage is responsible for the design of the Service Provider’s overall Service Management system.

Sa

m

Cost-effective Service is not possible without Service Design. If Services or processes are not designed, they will evolve organically. It is difficult to design to match the anticipated environment. So, you should always consider iterative and incremental approaches to Service Design. Adopting and implementing standardized and consistent approaches for Service Design is described on the slide.

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

27

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.4 Role of Design Coordination within PPO

1.3 Basics of Service Design

The business/customers

Service design

Service transition

Service portfolio

New/changed/ retired services

Service operation

SKMS updates

Tested solutions

Achievements against targets

Operational/live services

Implementation of transition plans

Business value

ot

Service catalogue

Continual service improvement

Service design packages

Standards

Architectures

Solution designs

rin

Policies

Strategies

Change proposal & service charters

Resources and constraints

rR ep

Service strategy

fo

Service knowledge management system

t

Requirements

CSI register, improvement actions and plans

12

l-

N

Adapted from Integration across the Service Lifecycle © Crown Copyright 2011 Reproduced under licence from the Cabinet Office

er

ia

All design activities should be driven by the business needs and this should reflect the needs of the strategies, plans, and policies produced by Service Strategy processes.

at

The figure gives you an idea of some of the key links, input, and outputs that are involved at each stage of the Service Lifecycle. It shows how key outputs produced by each stage are used as inputs by the subsequent stages.

M

Service Portfolio acts as the main component of the Service Lifecycle. It is the only source of information on the status of each Service. The information within the Service Portfolio is used by the activities within each stage of the Service Lifecycle.

Sa

m

pl e

The key output of the Service Design stage is the design of Service solutions to meet the changing requirements of the business. When designing these solutions, input from many different areas needs to be considered within the various activities involved in designing the Service solution. These activities range from identifying and analyzing requirements, through to building a solution and Service Design Package (SDP) to hand over to Service Transition.

28

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

Business process development

Business benefits realization

rR ep

Business process implementation

rin

Business requirements and feasibility

Business process change

t

Service Design and Overall Business Change

IT service requirement

IT service

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IT Service Lifecycle

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Adapted from The Business change process © Crown Copyright 2011 Reproduced under licence from the Cabinet Office

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Core Guidance Reference — SD 3.1.2 Student Reference Material — Pg. 22

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Service Design and Overall Business Change

at

Service Design is a part of the overall business change process.

” Once accurate information on what is required has been obtained and signed off with regard to the changed needs of the business, the plan for the delivery of a service to meet the agreed need can be developed. The role of the service design stage within this overall business change process can be described as the design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements.” (Source: Service Design book)

Sa

m

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M

In the diagram, you can see the overall flow of the process that manages Change on the business side – the “business change processes.”Each step reflects that when it is invoked, the element changing on the business side is most often a business process change that indicates making a change in the supporting Service.

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29

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

rin

t

Scope and Flow of Service Design The business Business service B

Business service C

B us in e s s 3 Business B u sin e ss P roc e ss 3 Pr oc es s 1 2 2 process

u sine s s Business B u sB Pinroe ss ce s s 6 6 P roce ss 4 5 5 process

B uesin Business B usin s es sss 8 9 9 Pro sce P ro ce ss7 8 process

SLAs

Service A

B

C

D

F

E

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Business service A

G

IT Service Provider Service strategy

Service knowledge management system

Service Design

Service operation Continual service improvement

Design of service solutions

Service portfolio

Design of technology architectures and management architectures

Service catalogue

Design of measurement methods and metrics

ot

Support teams

5

fo

Design of processes Service management process Service management 4 process Service management 3 process Service management 2 process Service management 1 process

Service transition

Design of management information systems and tools

Suppliers

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Core Guidance Reference — SD 3.1.3 Student Reference Material — Pg. 23

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Scope and Flow of Service Design

14

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Adapted from Scope and Flow of Service Design © Crown Copyright 2011 Reproduced under licence from the Cabinet Office

M

at

The diagram illustrates the overall scope of Service Design and the five aspects of design in context to the Service Provider’s relationship with the business. The figure shows how IT and business interact through the provision of Service and how the work of Service Design is part of the complete Service Lifecycle.

Sa

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The Service Design stage of the Lifecycle starts with a set of new or changed business requirements and ends with the development of a Service solution. This Service solution, together with its SDP, is then passed to Service Transition to evaluate, build, test, and deploy the new or changed Service or to retire the Service. On completing these transition activities, control is transferred to the Service Operation stage of the Service Lifecycle.

30

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

Processes

• Make sure that processes, roles, responsibilities, and skills have the capability to operate, support, and maintain the new or changed Service. • Make sure that existing measurement methods can provide the required metrics for the new or changed Service.

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Aspects of Service Design

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• Make sure that all technology architectures and management systems are consistent with and capable of operating and maintaining the new Service.

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Measurement Methods and Metrics

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Technology Architectures and Management Systems

• Review Service Management systems and tools to ensure that they are capable of supporting the new or changed Service.

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Service Management Systems and Tools

• Ensure that this new or changed Service aligns with all other Services.

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Service Solution

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Aspects of Service Design

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Because the main aim of Service Design is to design new or changed Services, it is important to consider each individual Service Design in conjunction with each of the other aspects of Service Design.

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Let us now understand each aspect in detail.

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 Service Solutions for new or changed Services: Make sure that this new or changed Service aligns with all other Services, and that all other Services that interface, support, or depend on the new or changed Services are consistent with the new Service. If this is not the case, you need to update either the design of the new Service or other existing Services.

pl e

Each individual Service solution design should then be considered in line with the other four aspects of Service Design, discussed below.

 Management information systems and tools: In addition, you should review Service Management systems and tools to ensure that they are capable of supporting the new or changed Service.

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 Technology architectures and management systems: Make sure that all technology architectures and management systems are consistent with and capable of operating and maintaining the new Service. If not, you need to amend the architectures and management systems or revise the design of the new Service.  Processes: Make sure that processes, roles, responsibilities, and skills have the capability to operate, support, and maintain the new or changed Service. If not, you need to enhance existing process capabilities or revise the design of the new Services. Include all IT and Service Management processes, not just the key Service Design processes.  Measurement methods and metrics: Make sure that existing measurement methods can provide the required metrics for the new or changed Service. If not, revise the Service metrics or improve the measurement

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31

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

methods.

Planning, Protection, and Optimization Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

Value to the Business

1.4 Role of Design Coordination within PPO

rR ep

ITIL ®

Intermediate

rin

t

You can extract the requirements for the new Services from the Service Portfolio. Then, analyze, document, and agree on each requirement and produce a solution design. Compare the solution design to the strategies and constraints from Service Strategy to ensure that the design conforms to corporate and IT policies.

The business focus in IT Service Management (ITSM) enables an IT Service Provider organization to:

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Value to the Business

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(Source: Service Design book)

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• “Align IT service provision with business goals and objectives • Prioritize all IT activities based on business impact and urgency, ensuring critical business processes and services receive the most attention • Increase business productivity and profitability through the increased efficiency and effectiveness of IT processes • Support the requirements for corporate governance with appropriate IT governance and controls • Create competitive advantage through the exploitation and innovation of IT infrastructure as a whole • Improve service quality, customer satisfaction and user perception • Ensure regulatory and legislative compliance • Ensure appropriate levels of protection on all IT and information assets • Ensure that IT services continue to be aligned with changing business needs over time.”

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Core Guidance Reference — SD 3.1.4 Student Reference Material — Pg. 25

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The focus on business processes supported and business value provided is a fundamental principle of Service Management.

32

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

To ensure that Service provision is linked to business value, the Service Provider can:

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Demonstrating Business Value

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Demonstrating Business Value

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• Agree on Service levels, SLAs, and targets across the entire enterprise and ensure that critical business processes receive the most attention. • Measure IT quality in business/user terms and report what is relevant to the users, for example, customer satisfaction and business value. • Map business processes to IT infrastructure because new components are continuously added, which increases the possibility of disruptions by IT and loss of focus on business services and processes. • Map business processes to business and Service measurements and make Services focus on IT measurements linked to the key aspects of business performance. • Map infrastructure resources to Services and take full advantage of critical IT components within the Configuration Management System (CMS), which are related to critical business processes. Use information within the Service Knowledge Management System (SKMS). • Provide end-to-end performance monitoring and measurement of online business processes that are periodically reported against SLA targets.

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Completing all the activities during the Service Design stage ensures there will be minimal issues during the subsequent stages of the Service Lifecycle. As a result, in the Service Design stage, you must consolidate the key design issues and activities of all IT and Service Management processes within the design activities. This will ensure that you consider and include all aspects of designs for new or changed Services as part of everyday process operations. The ability to measure and demonstrate business value needs the capability to connect business outcomes, objectives, and their supporting processes and functions to IT Services and their underpinning assets, processes, and functions. The slide shows how the Service Provider can ensure that Service provision is linked to business value.

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33

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

rin

t

Comprehensive and Integrated Service Design

• Are business- and customer-oriented, focused, and driven. • Are cost-effective. • Meet the customer’s security requirements. • Are flexible and adaptable.

rR ep

It is essential that IT systems and Services are designed, planned, implemented, and managed appropriately for the business as a whole. The requirement then is to provide Services that:

• Can absorb an ever-increasing demand in the volume and speed of Change. • Meet increasing business demands for continuous operation.

fo

• Are managed and operated to an acceptable level of Risk.

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• Are responsive.

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Core Guidance Reference — SD 3.1.5 Student Reference Material — Pg. 27

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Comprehensive and Integrated Service Design

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Organizations may tend to “cut corners” on the design and planning processes or to ignore them completely in order to meet the pressures on both IT and the business. However, this should be avoided as in order to deliver quality Services, design and planning activities are very essential. To achieve effective, quality design in short timescales and with high Service delivery pressure, organizations should ensure that:

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 The importance of the Service Design stage is fully understood.  Support is provided to maintain and mature Service Design as a fundamental element of Service Management.

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Organizations should strive continually to review and improve their Service Design capability in order that Service Design can become a consistent and repeatable practice. Doing so enables organizations to deliver quality Services against challenging timescales. Having a mature Service Design practice will also enable organizations to reduce Risk in the transition and operational stages of Service. An appropriate level of design and planning to determine which projects, processes, and Services will have the greatest Impact or benefit to the business is the key to the successful provision of IT Services. With the appropriate level of thought, design, preparation, and planning, effort can be targeted at those areas that will yield the greatest return.

Risk Assessment and Management are key requirements within all design activities. Therefore, Risk Assessment and Management must be included as an integrated part of addressing all five aspects of Service Design. This will ensure that the Risks involved in the provision of Services and the operation of processes, technology, and measurement

34

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Instructor | ITIL Intermediate Certification Level | Introduction to PPO

methods are aligned with business Risk and Impact, because Risk Assessment and Management are embedded within all design processes and activities. Planning, Protection, and Optimization

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

t

Unit 1 : Introduction to PPO

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ITIL ®

Intermediate

rR ep

The Four P’s

People

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Partners/ Suppliers

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Products/ Technology

Processes

The Four P’s

However, there is no benefit in producing designs, plans, architectures, and policies and keeping them to yourself. They must be published, agreed to, circulated, and actively used.

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You can implement ITSM as a practice by preparing and planning the effective and efficient use of the four Ps: People, process, products and partners.

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35

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

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Comprehensive and Integrated Service Design (Contd.) The following are actions that need to be undertaken from the onset of Service Design to ensure that the solution meets the requirements of the business: • The new Service solution should be added to the overall Service Portfolio from the concept phase.

• • • • •

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The Service Portfolio should be updated to reflect the status through any incremental or iterative development. As part of the initial Service/system analysis, there will be a need to understand the Service Level Requirements (SLRs) for the Service when it goes live. From the SLRs, the various processes and functions must ascertain if customer’s requirements can be met with current resources and capabilities. If new infrastructure is required for the new Service, or for extended support, Financial Management for IT Services will need to be involved to set the budget. An initial Business Impact Analysis (BIA) and Risk assessment should be conducted on Services well before implementation. The Service Desk will need to be made aware of new Services well in advance of live operation to prepare and train the staff. The Technical Management, Application Management, and IT Operations Management functions also need to be made aware of new Services to allow them to plan for effective operational support of the Services. Service Transition can start planning the implementation and build into the Change schedule. Supplier Management will need to be involved if procurement is required for the new Service.

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Comprehensive and Integrated Service Design (Contd.)

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It is important that the right interfaces and links to design activities exist. When designing new or changed Services, it is vital that the entire Service Lifecycle and ITSM processes are involved from the outset. The slide lists the actions that need to be undertaken from the outset of a Service Design to ensure that the solution meets the requirements of the business.

36

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Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

t

Service Composition Diagram

rin

Business Service Management Business Service A (delivered to business customers)

IT service management Utility: name, description, purpose, impact, contacts Warranty: service levels, targets, service hours, assurance, responsibilities

Business process 2

Policy, strategy, governance, compliance

IT service

Service

SLAs/SLRs including cost/price

Assets/resources: systems, assets, components Supporting services

Support teams

Suppliers

Data

Applications

Service management processes

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Assets/capabilities: resources, staffing, skills

OLAs contracts

Environment

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Infrastructure

Assets/Capabilities: processes, supporting targets, resources

Business process 3

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Business process 1

Requirements/demand:

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The composition of a Service

Zoomed graphic provided in Appendix F.

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Adapted from Service Composition © Crown Copyright 2011 Reproduced under licence from the Cabinet Office

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Service Design must consider the entire service and its following constituent parts when designing service solutions to meet new and evolving business needs:

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 “Business process To define the functional needs of the service being provided – for example, telesales, invoicing, orders, credit checking

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 Service The service itself that is being delivered to the customers and business by the service provider – for example, email, billing.

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 Policy, strategy, governance, compliance The elements defined by the organization to direct activity and thereby ensure adherence to organizational goals and objectives  SLAs/SLRs The documents agreed with the customers that specify the level, scope and quality of service to be provided, either now for an existing service (SLAs) or in the future for a new service (SLRs)

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 Infrastructure All of the IT equipment necessary to deliver the service to the customers and users, including servers, network circuits, switches, personal computers (PCs), telephones  Environment The environment required to secure and operate the infrastructure – for example, data centres, power, air conditioning  Data The data necessary to support the service and provide the information required by the business processes – for example, customer records, accounts ledger  Applications All of the software applications required to manipulate the data and provide the functional requirements of the business processes – for example, enterprise resource management, financial or customer relationship management applications Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

37

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

 Supporting services Any services that are necessary to support the operation of the delivered service – for example, a shared service, a managed network service  Operational level agreements (OLAs) and underpinning contracts Any underpinning agreements necessary to deliver the quality of service agreed within the SLA

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 Support teams Any internal teams providing support for any of the components required to provide the service – for example, Unix, mainframe, networks

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 Suppliers Any external third parties necessary to provide support for any of the components required to provide the service – for example, networks, hardware, software

 Service Management processes Any processes needed by the service provider to ensure the successful provision of the service.” (Source: Service Design book)

The diagram on the slide illustrates the composition of a Service and its constituent parts.

Planning, Protection, and Optimization Unit 1 : Introduction to PPO 1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

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1.1 Purpose, Objectives, and Value of Service Design

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ITIL ®

Intermediate

ot

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The design activities must not just consider each of the components listed above in isolation, but should also consider the relationships between each of the components and their interactions and dependencies on any other components and Services, to provide an effective and comprehensive solution that meets business needs.

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Setting Direction, Policy, and Strategy for IT Services

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Many companies have a committee consisting of senior management roles from the business and IT organizations to ensure that business and IT Services remain synchronized.

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This committee has overall accountability for setting governance, direction, policy, and strategy for IT Services. The function of an IT Strategy or Steering Group (ISG) is to act as a partnership between IT and the business.

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The group should provide the vision, set direction, and determine priorities of individual programs and projects to ensure that IT is aligned and focused on business targets and drivers.

38

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22

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Setting Direction, Policy, and Strategy for IT Services

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Core Guidance Reference — SD 3.1.6 Student Reference Material — Pg. 32

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Many companies have a committee consisting of senior management roles from the business and IT organizations to ensure that business and IT Services remain synchronized. This committee has overall accountability for setting governance, direction, policy, and strategy for IT Services, which forms a critical element of the overall Service Management system of the Service Provider. The function of an IT Steering Group (ISG) is to act as a partnership between IT and the business. It should provide the vision, set direction, and determine the priorities of individual programs and projects to ensure that IT is aligned with and focused on business targets and drivers. Planning, Protection, and Optimization Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

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ITIL ®

Intermediate

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

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Setting Direction, Policy, and Strategy for IT Services (Contd.)

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The ISG will include discussions on all aspects of the business that involve IT Services, as well as any proposed or possible Change at strategic level. Subjects for the ISG to discuss may include:

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• “Reviewing business and IT plans To identify any changes in either area that would trigger the need to create, enhance or improve services • Demand planning To identify any changes in demand for both short- and long-term planning horizons; such changes may be increases or decreases in demand, and concern both businessas-usual and projects • Project authorization and prioritization To ensure that projects are authorized and prioritized to the mutual satisfaction of both the business and IT • Review of projects To ensure that the expected business benefits are being realized in accordance with project business cases, and to identify whether the projects are on schedule • Potential outsourcing To identify the need and content of sourcing strategies for the IT service provision • Business/IT strategy review To discuss major changes to business strategy and major proposed changes to IT strategy and technology, to ensure continued alignment • Business continuity and IT service continuity The group, or a working party from the group, is responsible for aligning business continuity and IT service continuity strategies • Policies and standards The ISG is responsible for ensuring that IT policies and standards, particularly in relation to Financial Strategy and Performance Management, are in place and aligned with the overall corporate vision and objectives.”

(Source: Service Design book)

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Setting Direction, Policy, and Strategy for IT Services (Contd.)

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The ISG will include discussions on all aspects of the business that involve IT Services, as well as proposed or possible Changes at a strategic level. Subjects for the ISG to discuss may include the points listed on the slide.

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39

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

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The IT Steering/Strategy Group

Direct and steer the selection of investment

Service Portfolio enables the ISG to:

Ensure the realization of projects

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Select, prioritize, and plan

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The IT steering group sets the direction for policies and plans from the corporate to the operational level of an organization.

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The IT Steering/ Strategy Group

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Manage required business pipelines

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The IT steering group sets the direction for policies and plans from the corporate to the operational level of an organization and ensures that they are consistent with corporate-level strategies.

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The ISG plays an important role in aligning the business and IT strategies and plans. As a key source of input to the ISG in its decision-making role, the Service Portfolio enables the ISG to:

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 “Direct and steer the selection of investment in those areas that yield the greatest business value and Return on Investment (ROI)

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 Perform effective programme and project selection, prioritization and planning  Exercise effective ongoing governance and active management of the ‘pipeline’ of business requirements  Ensure that the projected business benefits of programmes and projects are realized.”

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(Source: Service Design book)

40

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

rR ep

The optimization of design activities requires the implementation of documented processes, together with an overriding Quality Management System (QMS).

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Optimizing Design Performance

The Impact of the activities on all stages of the Lifecycle should be measured when considering the improvement and optimization of Service Design activities.

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Optimizing Design Performance

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Service Design measurements and metrics should look at the amount of activity needed for rework and improvement.

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Core Guidance Reference — SD 3.1.7 Student Reference Material — Pg. 34

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Designed activities can be optimized by implementing documented processes along with an overriding Quality Management System, such as ISO 9001, for their continual measurement and improvement. When considering the improvement and optimization of Service Design activities, you should also measure the Impact of the activities on all Lifecycle stages and not just the Impact on the design stage. As a result, Service Design measurements and metrics should consider the amount of activity required for reworking and improving transition, operation, and improvement activities as a result of inadequacies within the design of new and changed Service solutions. T

Just Concluded

1.3

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Coming Up

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1.4

Role of Design Coordination Within PPO

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Basics of Service Design

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41

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

1.4 ROLE OF DESIGN COORDINATION WITHIN PPO Planning, Protection, and Optimization Unit 1 : Introduction to PPO 1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

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1.1 Purpose, Objectives, and Value of Service Design

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ITIL ®

Intermediate

Design Coordination

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The Design Coordination process:

• Provides and maintains a single point of coordination and control for all activities and processes within the Design Stage.

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• Enables a Service Provider to create comprehensive and appropriate designs through well-coordinated action.

Design Coordination

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Core Guidance Reference — SD4.1 Student Reference Material — Pg. 35

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“Each organization should define the criteria that will be used to determine the level and rigour or attention to be applied in design coordination for each design. Some organizations take the perspective that all changes, regardless of how small in scope, have a ‘design’ stage, as it is important that all changes have clear and correct plans for how to implement them.” (Source: Service Design book)

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The activities within PPO are detailed and complex. A Service Provider will only be able to truly create comprehensive and appropriate designs through well-coordinated action. The Design Coordination process will enable the Service Provider to do just this.

42

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 1 : Introduction to PPO

1.1 Purpose, Objectives, and Value of Service Design

1.2 The Lifecycle in Context

1.3 Basics of Service Design

1.4 Role of Design Coordination within PPO

rin

t

Design Coordination Interfaces Service Portfolio Management Change Management

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Financial Management for IT Services Transition Planning and Support Strategy Management for IT Services Release and Deployment Management Service Validation and Testing

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Change Evaluation Service Level Management

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Availability Management, Capacity Management, IT Service Continuity Management, and Information Security Management (ISM)

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Interfaces

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Core Guidance Reference — SD4.1.6.4 Student Reference Material — Pg. 36

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Supplier Management

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The principal interfaces to the stages of the Lifecycle are Service Strategy, using information contained within Service Strategy and Service Portfolio, and Service Transition, with the handover of the design of the Service solution within the SDP. The key process interfaces include:

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 Service Portfolio Management: This provides design coordination with the Service charter and documents, such as requirements for business, Service Utility and Warranty, Risks, and priorities.  Change Management: This produces Change requests, which a formal communication requesting the addition, modification, or removal of something has been chosen to control with Change Management.

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 Financial Management for IT Services: This provides details of the value proposition for the new or changed Service as well as budgets available.  Business Relationship Management: This provides design coordination with intelligence and information regarding the required outcomes, customer needs, and priorities of the business.  Transition planning and support: This provides the SDP to the Service Transition stage.  Strategy Management for IT Services: This provides information about the current and evolving Service Strategy to enable design coordination to ensure that design guidelines and documentation remain aligned with the strategy over time.

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43

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

 Release and Deployment Management: This manages the planning and execution of individual authorized Changes, Releases, and deployments.  Service validation and testing: This plans and executes tests to ensure that the Service matches its design specification and will meet the needs of the business.

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 Change evaluation: This determines the performance of a Service Change, including evaluation of the Service Design to meet the intended requirements.

 Service Level Management (SLM): Adherence with the standards and practices developed by design coordination for successful Service Design is critical for this process.

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 Availability Management, Capacity Management, IT Service Continuity Management, and Information Security Management (ISM) processes: Each of these processes is actively involved in Service Design and must perform these design activities consistently, according to practices developed cooperatively with design coordination.

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 Supplier Management: To ensure that the contributions of suppliers to design activities are appropriately managed, this process must collaborate with design coordination to develop consistent and reliable practices in this area.

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The design coordination process also interfaces with all the processes that include Service Design activities, especially the processes described in the Service Lifecycle.

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The Change Management process produces Change requests. Design coordination and Change Management should have collaboratively defined policies and consistent practices for the design work associated with Changes. Some Changes have the scope to go through the Service Strategy stage and Service Portfolio Management process while others might come to design coordination directly from Change Management. Design coordination provides status information on design milestones that relate to Changes.

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Change Management provides details of authorized Changes from which detailed Service Design activity can proceed.

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1.4

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Coming Up

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1.5

Group/Individual Exercise

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Role of Design Coordination Within PPO

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Just Concluded

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It also provides authorization at defined points in the Service Lifecycle, to ensure that required actions have taken place and that quality criteria have been met. Finally, the Post-Implementation Reviews (PIRs) from Change Management can provide valuable feedback on areas of improvement for design coordination.

44

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Instructor | ITIL Intermediate Certification Level | Introduction to PPO

1.5 GROUP/INDIVIDUAL EXERCISE ITIL ®

Intermediate

Planning, Protection, and Optimization Unit 1 : Introduction to PPO

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1.5 Group/Individual Exercise

Activity

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The design coordination process interfaces with all the processes that include Service Design activity. Write down all the key process interfaces and their description. Description

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Key process interfaces

Note:

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1. Write your response in the space provided in your Workbook. 2. Activity!

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Activity Learning Outcomes

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At the end of this activity, students will be able to:

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 Write all the key process interfaces with their description.

Bloom’s Levels: 2

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Suggested Activity Duration: 20 mins

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

45

ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Sample Answer: Key process interfaces

Description This process provides design coordination with the Service charter and all associated documentation, such as business requirements, requirements for Service Utility and Warranty (including Service options), Risks, and priorities.

Change Management

This process produces change requests (formal communications requesting the addition, modification or removal of something in our live environment that we have chosen to control with Change Management).

Financial Management for IT services

This process provides details of the value proposition for the new or changed Service as well as budgets available.

Business relationship management

This process provides design coordination with intelligence and information regarding the business’s required outcomes, customer needs, and priorities and serves as the interface with the customer at a strategic level.

Transition planning and support

Design coordination provides the SDP to the Service Transition stage via this process. Transition planning and support carries out the overall planning and coordination for the Service Transition stage of the Service Lifecycle, in the same way that design coordination does for the Service Design stage.

Strategy management for IT services

This process provides information about the current and evolving Service Strategy to enable design coordination to ensure that design guidelines and documentation remain aligned with the strategy over time.

Release and Deployment Management

This process manages the planning and execution of individual authorized changes, releases, and deployments.

Service validation and testing

This process plans and executes tests to ensure that the Service matches its design specification and will meet the needs of the business.

Change evaluation

This process determines the performance of a Service change. This includes evaluation of the Service Design to ensure it is able to meet the intended requirements.

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Service Portfolio Management

Adherence to the standards and practices developed by design coordination for successful Service Design is critical for this process.

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SLM

Each of these processes is actively involved in Service Design and must perform these design activities consistently, according to practices developed cooperatively with design coordination.

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Availability, capacity, IT service continuity, and information security management processes

In order to ensure that the contributions of suppliers to design activities are properly managed, this process must collaborate with design coordination to develop consistent and reliable practices in this area

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Supplier management

46

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Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Summary of Unit 1 Introduction to PPO Summary

Overview Unit Learning Objectives

Overview of the Unit. Learning Objectives of the Unit.

1.1 Purpose, Objectives, and Value of Service Design

Purpose “The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision. ”

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Unit Roadmap

(Source: Service Design book)

(Source: Service Design book) Scope Service Design:

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Objectives “The objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required. “

Provides guidance for the design of appropriate and innovative IT Services to meet current and future agreed business requirements  Describes the principles of Service Design  Looks at identifying, defining, and aligning the IT solution with the business requirement  Introduces the concept of the Service Design Package and looks at selecting the appropriate Service Design model.  Enforces the principle that the initial Service Design should be driven by a number of factors, including: o The functional requirements o The requirements within Service Level Agreements (SLAs) o The business benefits o The overall design constraints Value of Service Design Adopting and implementing standard and consistent approaches for Service Design will:

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Reduce the Total Cost of Ownership (TCO). Ease the implementation of new or changed Services. Improve: o Quality of Service o Consistency of Service o Service alignment and performance o IT governance o Effectiveness of Service Management and IT processes o Information and decision-making o Alignment with customer values and strategies

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Target Audience Organizations Service Providers, both internal and external Organizations that aim to improve Services through the effective application of Service Management principles and a Service Lifecycle approach  Organizations that require a consistent managed approach across all Service Providers in a supply chain or value network  Organizations that are going out to tender for their Services Professionals

1.2 The Lifecycle in Context

IT Architects IT Managers and Practitioners IT Service Owners Business Relationship Managers

The ITIL core consists of five Lifecycle phases, which are:  Service Strategy  Service Design Service Transition

Enable projects to estimate the cost, timing, resource requirement, and Risks. Result in higher volumes of successful change Make design methods easier for people to adopt and follow Enable Service Design assets to be shared and reused across projects Reduce delays

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Service Design Basics Adopting and implementing standardized and consistent approaches for Service Design will:

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1.3 Basics of Service Design

Service Operation CSI

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IT Service Design and Overall Business Change IT Service Design is a part of the overall business change process.

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Scope and Flow of Service Design The Service Design stage of the Lifecycle starts with a set of new or changed business requirements and ends with the development of a Service solution.

Instructor | ITIL Intermediate Certification Level | Introduction to PPO

Align IT service provision Prioritize all IT activities Increase business productivity and profitability Support the requirements for corporate governance Improve Service quality Ensure regulatory and legislative compliance Ensure appropriate levels of protection

   

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Comprehensive and Integrated Service Design Provide IT services requirements that:

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Value to the Business The business focus in ITSM enables a Service Provider:

Are business- and customer-oriented Are cost-effective Meet the customer’s security requirements Are flexible and adaptable

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Reviewing business and IT plans Demand planning Project authorization and prioritization Review of projects Potential outsourcing Business/IT strategy review Business continuity and IT service continuity Policies and standards

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Setting Direction, Policy, and Strategy for IT Services Subjects for the ISG to discuss may include:

Key process interfaces include:  Service Portfolio Management  Change Management  Financial Management for IT services  Business Relationship Management  Transition planning and support  Strategy Management for IT services  Release and Deployment Management  Service validation and testing  Change evaluation  SLM

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1.4 Role of Design Coordination within PPO

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Optimizing Design Performance The optimizing of design activities requires the implementation of documented processes, together with an overriding quality management system.

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Unit2

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Capacity Management

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ITIL Intermediate Certification Level | Planning, Protection, and Optimization

ITIL ®

Planning, Protection, and Optimization Unit 2 : Capacity Management

Planning, Protection, and Optimization

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ITIL ®

Unit 2 : Capacity Management

The Big “Why” • What do you understand by “capacity?” • What is Capacity Management? • How important is it for organizations to understand the importance of Capacity Management?

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Intermediate

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Take a moment to mull over this cartoon.

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Intermediate

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Instructor | ITIL Intermediate Certification Level | Capacity Management

So, what according to you is Capacity? What is Capacity Management? How important is it for organizations to understand the importance of Capacity Management?

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Anyone?

ITIL ®

Intermediate

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Alright, to understand Capacity Management, it is important to know the meaning of the term “capacity” first. Can anyone quickly define capacity? Planning, Protection, and Optimization Unit 2 : Capacity Management

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ITIL defines capacity as:

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“The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive.”

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(Source: Service Design book)

ITIL defines Capacity Management as:

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“The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and is concerned with meeting both the current and future capacity and performance needs of the business.”

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(Source: Service Design book)

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ITIL defines capacity as “The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive.”

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According to the official definition, Capacity Management is:“The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure are able to deliver agreed Service Level Targets in a cost effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and is concerned with meeting both the current and future capacity and performance needs of the business.” Capacity Management deals with providing the right IT infrastructure and utilizing the IT infrastructure in the best way possible. It proactively adds components, space, or people in a cost-effective way and simultaneously ensures that the performance levels of the new additions and older platforms are at acceptable levels. For this reason, Capacity Management is aligned with the business case and planning process. So, how does all this fit together with what you do at work?

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ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Capacity Management maintains the balance among capacity, cost, and supply in terms of demand. Many organizations face challenges with endless requests for Services from customers with no capital to invest in resources, infrastructure, or supplies. Capacity Management has to deal with cost versus capacity, and supply versus demand questions, such as:  Can organizations use this capacity efficiently?

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 Are there sufficient capacity reserves available to supply the customer’s future demand for IT Services?

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 Are the costs involved in purchasing new capacity justified in terms of business requirements?

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Consequently, to balance demand and supply, organizations should use the different sub-processes of Capacity Management. The table shows how the three sub-processes of Capacity Management analyze the different aspects of capacity.

Service Capacity Management (SCM)

Component Capacity Management (CCM)

This enables organizations to consider, plan for, and implement future business requirements for IT Services, as required. Organizations can do this in relation with its business planning efforts.

This addresses the supply of IT Services to organizations. It enables organizations to monitor and measure the performance of all Services, as laid down in Service Level Agreement (SLA) targets.

This focuses on the technology components that support the supply of Services. It validates that organizations monitor and measure all components with established, set resources.

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Business Capacity Management (BCM)

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Case Study Connection

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For the holiday season, rooms at the Royal Chao Phraya hotel are booked well in advance. This means that the Royal will need to have the capacity required to provide its guests with efficient services, such as conference rooms, swimming pool, kiosk, room services, and spa. Because the holiday season is approaching, James, the General Manager, has ensured that all Services have been considered and the required capacity is planned for. He does not want to compromise on the quality of Services the Royal has been offering its guests for years by not having the capacity to deal with peak season demands.

IT Connection

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The IT organization is responsible for managing hundreds of servers. Most IT organizations cannot afford any server downtime. More importantly, the IT organization wants to ensure Service continuity by ensuring that all infrastructure, Services, resources, and third-party Service support organizations are available for reliable Services. Consequently, the organization has decided to monitor and measure the performance of all Services, as laid down in SLA targets. What are they doing here? They are, in effect, putting in place the Capacity Management process.

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Now, let’s move on to the overview of what this unit covers.

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Instructor | ITIL Intermediate Certification Level | Capacity Management

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 2 : Capacity Management

Capacity Management: • Is a process that is used across the Service Lifecycle.

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• Helps manage all capacity and performance issues related to Services and resources.

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Overview

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• Helps ensure that the capacity and performance of Services match the evolving demands of the business in the most cost-effective and timely manner.

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Delivery Instructions

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Let us now understand the objectives of the Capacity Management process.

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Talk through the bulleted list, and answer any questions participants may have. Take a moment to establish the connect between the Unit Overview and Learning Objectives slides, emphasizing the key words and phrases.

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ITIL Intermediate Certification Level | Planning, Protection, and Optimization

Planning, Protection, and Optimization

ITIL ®

Intermediate

Unit 2 : Capacity Management

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Unit Learning Objectives: At the end of this unit, you will be able to: • Understand the purpose and objectives of Capacity Management.

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• Identify the scope of Capacity Management.

• Demonstrate the importance of Capacity Management as a process to generate business value.

• Apply the policies, principles, and basic concepts of Capacity Management.

• Categorize the main activities, methods, and techniques that enable Capacity Management, and understand how they relate to PPO.

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• Identify the triggers, inputs, and outputs of Capacity Management and its interfaces with other processes.

• Understand how key metrics can be used to demonstrate the efficiency and effectiveness of successful Capacity Management.

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• Understand the challenges and Risks of Capacity Management.

Planning, Protection, and Optimization Unit 2 : Capacity Management

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Topics Covered in This Unit:

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2.1 Purpose and Objectives

2.2 Scope of Capacity Management 2.3 Business Value of Capacity Management

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2.4 Policies, Principles, and Basic Concepts 2.5 Activities, Methods, Techniques, and Relationship with Other Processes

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2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes 2.7 Information Management

2.8 Critical Success Factors and Key Performance Indicators for Successful Capacity Management 2.10 Group/Individual Exercise 2.11 Sample Test Question

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2.9 Challenges and Risks

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Instructor | ITIL Intermediate Certification Level | Capacity Management

2.1 PURPOSE AND OBJECTIVES

Unit 2 : Capacity Management

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2.4 Policies, Principles, and Basic Concepts

“The objectives of capacity management are to: •

Produce and maintain an appropriate and upto-date capacity plan, which reflects the current and future needs of the business



Provide advice and guidance to all other areas of the business and IT on all capacityand performance-related issues



Ensure that service performance achievements meet all of their agreed targets by managing the performance and capacity of both services and resources

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(Source: Service Design book)

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“The purpose of the capacity management process is to ensure that the capacity of IT services and the IT infrastructure meets the agreed capacity and performance related requirements in a cost-effective and timely manner. Capacity management is concerned with meeting both the current and future capacity and performance needs of the business.”

Objectives

2.3 Business Value of Capacity Management

2.2 Scope of Capacity Management

2.1 Purpose and Objectives

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Planning, Protection, and Optimization

ITIL ®

Intermediate

Purpose

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Core Guidance Reference — SD 4.5.1 Student Reference Material — Pg. 49

Assist with the diagnosis and resolution of performance- and capacity-related incidents and problems



Assess the impact of all changes on the capacity plan, and the performance and capacity of all services and resources



Ensure that proactive measures to improve the performance of services are implemented wherever it is cost-justifiable to do so.”

(Source: Service Design book)

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Scope of Capacity Management

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ITIL Intermediate Certification Level | Planning, Protection, and Optimization

2.2 SCOPE OF CAPACITY MANAGEMENT Planning, Protection, and Optimization Unit 2 : Capacity Management 2.3 Business Value of Capacity Management

2.2 Scope of Capacity Management

2.4 Policies, Principles, and Basic Concepts

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2.1 Purpose and Objectives

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Intermediate

Scope of Capacity Management

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Capacity Management must be the focal point for all IT performance and capacity issues.

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The scheduling of human resources, staffing levels, skill levels, and capability levels should be included in the scope of Capacity Management.

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The data-collection process must encompass both the hardware and software areas of technology and consider space planning and the capacity of environmental systems.

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Core Guidance Reference — SD 4.5.2 Student Reference Material — Pg. 50

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Scope of Capacity Management

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Capacity Management must be the focal point of all IT performance and capacity issues. Capacity Management considers all resources required to deliver the IT service, and plans for short-, medium-, and long-term business requirements.

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Technology Management functions, such as network support, server support, and Operations Management, perform routine operational tasks but they too need to give performance-related data to Capacity Management. The datacollection process must encompass both the hardware and software areas of technology and consider space planning and environmental systems capacity.

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Capacity Management should consider human resource capacity where a lack of human resources could result:  In a breach of SLA or OLA targets

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 In a delay in the end-to-end performance or Service response time  In an inability to meet future commitments and plans; for example, overnight data backups not completed in time because no operators were present to load tapes.

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Instructor | ITIL Intermediate Certification Level | Capacity Management

Aspects of Human Resources The specific aspects of human resources that should be included within the scope of Capacity Management are:

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 Scheduling human resources  Staffing levels  Skill levels

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 Capability levels The Capacity Management process should include:

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 “Monitoring patterns of business activity through performance, utilization and throughput of IT services and the supporting infrastructure, environmental, data and applications components and the production of regular and ad hoc reports on service and component capacity and performance  Undertaking tuning activities to make the most efficient use of existing IT resources

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 Understanding the agreed current and future demands being made by the customer for IT resources, and producing forecasts for future requirements

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 Influencing demand in conjunction with the financial management for IT services and demand management processes

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 Producing a capacity plan that enables the service provider to continue to provide services of the quality defined in SLAs and that covers a sufficient planning timeframe to meet future service levels required as defined in the service portfolio and SLRs

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 Assisting with the identification and resolution of any incidents and problems associated with service or component capacity or performance

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 The proactive improvement of service or component performance, wherever it is cost-justifiable and meets the needs of the business.”

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(Source: Service Design book)

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