ITIL 4 Foundation Tutorial

Introduction

• Presenter: CMR Chandra MR, certified ITIL expert and managing professional
• Topics: Introduction to ITIL 4, basic definitions of IT service management, benefits and framework overview

Benefits of ITIL 4

• Cost-Efficiency: Reduces IT costs
• Service Improvement: Enhances IT services and productivity
• Risk Management: Better management of business risks and service disruptions
• Customer Satisfaction: Improved through efficient services
• Guidance: Helps address service management challenges

ITIL 4 Framework

• Latest Version: Released in February 2019
• Focus: Practical approach to quality services, implementation for all organization sizes
• Integration: Works with various frameworks like Agile, Lean, and DevOps

IT Service Management (ITSM)

• Definition: Aligning IT services with business needs
• Process Activities: Planning, designing, delivering, deploying, managing services
• Value Creation: Emphasis on customer value and co-creation with stakeholders
• Cost and Risk Management: Essential duties of the service provider

Key Concepts

• Output vs. Outcome: Example: Wedding photo album (output), client satisfaction (outcome)
• Co-Creation of Value: Importance of stakeholder interaction and feedback

ITIL 4 Core Elements

Four Dimensions

1. Organization & People: Organizational structure, culture, principles
2. Information & Technology: Required information, technology, and knowledge
3. Partners & Suppliers: Stakeholders providing services
4. Value Streams & Processes: Steps taken to create and deliver products/services

External Factors (PESTLE)

• Political, Economic, Social, Technological, Legal, Environmental

Service Value System

• Components: Guiding principles, governance, service value chain, practices, continual improvement
• Guiding Principles: Focus on value, start where you are, work iteratively, keep it simple, collaborate, optimize
• Governance: Evaluate, direct, monitor
• Service Value Chain: Engage, plan, improve, design & transition, obtain & build, deliver & support

Utility and Warranty

• Utility: Functionality to meet requirements (e.g., email service features)
• Warranty: Assurance of service (availability, security, capacity, continuity)

ITIL Practices

1. General Management Practices (14): Continual improvement, information security, relationship management, etc.
2. Service Management Practices (17): IT asset management, incident management, service desk, etc.
3. Technical Management Practices (3): Deployment management, software development, infrastructure management

Certification

• Foundation Level: Basic concepts and elements of ITIL 4
• Specialist Levels: Create, deliver, support; Drive stakeholder value; High velocity IT
• Strategist Levels: Direct, plan, improve; Digital and IT strategy
• Master Level: Advanced certification following specialist and strategist modules

Case Study: Disney

• Challenges: Maintaining accurate information, asset availability
• Improvements After ITIL: 100% asset availability, improved service delivery, increased customer engagement

Summary

• Core Concept Recap: ITSM definitions, value co-creation, ITIL 4 framework, service value chain, four dimensions and PESTLE factors
• Certifications and Case Studies: Overview of ITIL certifications and real-world applications like Disney