Contents
ITIL Introductie ............................................................................................................................. 4
Waarom ITIL? ........................................................................................................................... 4
ITIL 4 ........................................................................................................................................ 4
ITIL 4 framework ....................................................................................................................... 5
Kernbegrippen van Service Management ....................................................................................... 5
Service ..................................................................................................................................... 6
Waarde .................................................................................................................................... 6
Service Management ................................................................................................................ 6
Organisatie ............................................................................................................................... 7
Stakeholder .............................................................................................................................. 7
Stakeholder: Service Provider ................................................................................................ 9
Stakeholder: Service Consument ........................................................................................... 9
Producten en Services ............................................................................................................ 10
Serviceaanbieding/aanbod...................................................................................................... 11
Servicerelaties ........................................................................................................................ 12
Waarde .................................................................................................................................. 14
Waarde: uitkomsten ............................................................................................................ 14
Waarde: output ................................................................................................................... 15
Waarde: kosten ................................................................................................................... 15
Waarde: risico’s .................................................................................................................. 15
Utility (bruikbaarheid) and warranty (zekerheid van levering) ..................................................... 16
4 dimensies van Service Management (SM) ................................................................................. 17
1. Organisaties en mensen ...................................................................................................... 18
2. Informatie en technologie .................................................................................................... 19
3. Partners en leveranciers ...................................................................................................... 21
4. Waardestromen en processen ............................................................................................. 22
Het ITIL Service Waarde Systeem (SWS) ...................................................................................... 24
1. Kansen/vraag ...................................................................................................................... 26
2. Richtinggevende principes (7) .............................................................................................. 26
2.1 Focus op waarde ........................................................................................................... 27
2.2 Begin waar je nu bent ..................................................................................................... 27
, 2.3 Ga iteratief vooruit met regelmatige feedback ................................................................. 28
2.4 Werk samen en bevorder zichtbaarheid .......................................................................... 28
2.5 Denk en werk holistisch ................................................................................................. 28
2.6 Houd het eenvoudig en praktisch ................................................................................... 29
2.7 Optimaliseer en automatiseer ........................................................................................ 29
3. Governance ........................................................................................................................ 29
4. De Servicewaardeketen (service value system) .................................................................... 30
De 6 waardeketen activiteiten .............................................................................................. 31
5. Practices ............................................................................................................................ 33
6. Continual Improvement (voortdurend verbeteren) ................................................................ 33
Opdracht McDonalds ................................................................................................................. 33
De ITIL Management practices .................................................................................................... 34
Continual Improvement .......................................................................................................... 34
Change Enablement ............................................................................................................... 36
Incident Management ............................................................................................................. 39
Problem Management ............................................................................................................. 43
Problem identificatie ........................................................................................................... 45
Problem control .................................................................................................................. 45
Error control ........................................................................................................................ 46
Service Desk ........................................................................................................................... 46
Service Level Management ...................................................................................................... 47
Service Request Management ................................................................................................. 50
Doelen van enkele andere practices ........................................................................................... 52
Information Security Management ........................................................................................... 52
Relationship Management ...................................................................................................... 52
Supplier Management ............................................................................................................. 52
IT Asset Management .............................................................................................................. 53
Service configuration management ......................................................................................... 53
Monitoring and event management ......................................................................................... 54
Release Management (uitrol)................................................................................................... 55
Deployment Management ....................................................................................................... 56
Voorbeeld waardestroom opdracht............................................................................................. 56
Syllabus begrippen examen ........................................................................................................ 59
,ITIL training
De kenmerken van het examen zijn:
• Meerkeuze vragen 40 vragen
• 26 punten zijn nodig om te slagen (van het totaal van 40 punten) - 65%
• Examenduur is 60 minuten
• Tijdens het examen mag geen gebruik worden gemaakt van het ITIL boek of
ander cursusmateriaal
• Online proctured
Dag 1
Introductie in ITIL
Kernbegrippen van Service Management (SM)
Richtinggevende principes
Vier Dimensies van SM
Service value system (SVS) en Servicewaardeketen (SWK), deel 1
Dag 2
Service value system (SVS) en Servicewaardeketen (SWK), deel 2
Continual improvement
ITIL practices
Proefexamen(s)
, ITIL Introductie
Wat is een service; kneden van producten + ondersteuning van mensen en denkkracht + afspraken
dat het waardevol is/wordt.
Waar komt ITIL vandaan?
Argentinië viel de falcon eilanden aan. IT systemen praatten slecht met elkaar; door eigen vuur
mensen overleden. 40 boekjes hoe je omgaat met IT. Subset ITIL3 life cycle focus; werd te veel silo
matig gedaan, in plaats van 1 geheel. ITIL4 breder keten denken, value streams, zodanig vormgeven
dat je ITIL4 info moet kneden en aanpassen naar je organisatie.
Waarom ITIL?
Services zijn de belangrijkste manier voor organisaties om waarde te creëren voor zichzelf en hun
klanten. ITSM (IT Service Management) is de basis voor goede serviceverlening. SM (service
management) moet de vele wijzigingen in organisaties bijhouden en ondersteunen en om te
verzekeren dat kansen door nieuwe technologieën en nieuwe werkwijzen worden gemaximaliseerd.
SM is aan het veranderen en dus ook ITIL.
ITIL 4
ITIL Introductie ............................................................................................................................. 4
Waarom ITIL? ........................................................................................................................... 4
ITIL 4 ........................................................................................................................................ 4
ITIL 4 framework ....................................................................................................................... 5
Kernbegrippen van Service Management ....................................................................................... 5
Service ..................................................................................................................................... 6
Waarde .................................................................................................................................... 6
Service Management ................................................................................................................ 6
Organisatie ............................................................................................................................... 7
Stakeholder .............................................................................................................................. 7
Stakeholder: Service Provider ................................................................................................ 9
Stakeholder: Service Consument ........................................................................................... 9
Producten en Services ............................................................................................................ 10
Serviceaanbieding/aanbod...................................................................................................... 11
Servicerelaties ........................................................................................................................ 12
Waarde .................................................................................................................................. 14
Waarde: uitkomsten ............................................................................................................ 14
Waarde: output ................................................................................................................... 15
Waarde: kosten ................................................................................................................... 15
Waarde: risico’s .................................................................................................................. 15
Utility (bruikbaarheid) and warranty (zekerheid van levering) ..................................................... 16
4 dimensies van Service Management (SM) ................................................................................. 17
1. Organisaties en mensen ...................................................................................................... 18
2. Informatie en technologie .................................................................................................... 19
3. Partners en leveranciers ...................................................................................................... 21
4. Waardestromen en processen ............................................................................................. 22
Het ITIL Service Waarde Systeem (SWS) ...................................................................................... 24
1. Kansen/vraag ...................................................................................................................... 26
2. Richtinggevende principes (7) .............................................................................................. 26
2.1 Focus op waarde ........................................................................................................... 27
2.2 Begin waar je nu bent ..................................................................................................... 27
, 2.3 Ga iteratief vooruit met regelmatige feedback ................................................................. 28
2.4 Werk samen en bevorder zichtbaarheid .......................................................................... 28
2.5 Denk en werk holistisch ................................................................................................. 28
2.6 Houd het eenvoudig en praktisch ................................................................................... 29
2.7 Optimaliseer en automatiseer ........................................................................................ 29
3. Governance ........................................................................................................................ 29
4. De Servicewaardeketen (service value system) .................................................................... 30
De 6 waardeketen activiteiten .............................................................................................. 31
5. Practices ............................................................................................................................ 33
6. Continual Improvement (voortdurend verbeteren) ................................................................ 33
Opdracht McDonalds ................................................................................................................. 33
De ITIL Management practices .................................................................................................... 34
Continual Improvement .......................................................................................................... 34
Change Enablement ............................................................................................................... 36
Incident Management ............................................................................................................. 39
Problem Management ............................................................................................................. 43
Problem identificatie ........................................................................................................... 45
Problem control .................................................................................................................. 45
Error control ........................................................................................................................ 46
Service Desk ........................................................................................................................... 46
Service Level Management ...................................................................................................... 47
Service Request Management ................................................................................................. 50
Doelen van enkele andere practices ........................................................................................... 52
Information Security Management ........................................................................................... 52
Relationship Management ...................................................................................................... 52
Supplier Management ............................................................................................................. 52
IT Asset Management .............................................................................................................. 53
Service configuration management ......................................................................................... 53
Monitoring and event management ......................................................................................... 54
Release Management (uitrol)................................................................................................... 55
Deployment Management ....................................................................................................... 56
Voorbeeld waardestroom opdracht............................................................................................. 56
Syllabus begrippen examen ........................................................................................................ 59
,ITIL training
De kenmerken van het examen zijn:
• Meerkeuze vragen 40 vragen
• 26 punten zijn nodig om te slagen (van het totaal van 40 punten) - 65%
• Examenduur is 60 minuten
• Tijdens het examen mag geen gebruik worden gemaakt van het ITIL boek of
ander cursusmateriaal
• Online proctured
Dag 1
Introductie in ITIL
Kernbegrippen van Service Management (SM)
Richtinggevende principes
Vier Dimensies van SM
Service value system (SVS) en Servicewaardeketen (SWK), deel 1
Dag 2
Service value system (SVS) en Servicewaardeketen (SWK), deel 2
Continual improvement
ITIL practices
Proefexamen(s)
, ITIL Introductie
Wat is een service; kneden van producten + ondersteuning van mensen en denkkracht + afspraken
dat het waardevol is/wordt.
Waar komt ITIL vandaan?
Argentinië viel de falcon eilanden aan. IT systemen praatten slecht met elkaar; door eigen vuur
mensen overleden. 40 boekjes hoe je omgaat met IT. Subset ITIL3 life cycle focus; werd te veel silo
matig gedaan, in plaats van 1 geheel. ITIL4 breder keten denken, value streams, zodanig vormgeven
dat je ITIL4 info moet kneden en aanpassen naar je organisatie.
Waarom ITIL?
Services zijn de belangrijkste manier voor organisaties om waarde te creëren voor zichzelf en hun
klanten. ITSM (IT Service Management) is de basis voor goede serviceverlening. SM (service
management) moet de vele wijzigingen in organisaties bijhouden en ondersteunen en om te
verzekeren dat kansen door nieuwe technologieën en nieuwe werkwijzen worden gemaximaliseerd.
SM is aan het veranderen en dus ook ITIL.
ITIL 4
