How to Pass the Exin ITILFND Exam: Comprehensive ITIL – Foundation (v4) Guide and Tips

The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements

https://www.bmc.com/blogs/itil-continual-improvement/

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

SLAs are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.

Some of the key requirements for successful SLAs include:

• They must be related to a defined ‘service’ in the service catalogue. Individual metrics without a specified service context are unhelpful.
• They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
• They should reflect an ‘agreement’: an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
• They must be simply written and easy to understand and use for all parties.

https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs) &text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.

Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;

https://www.bmc.com/blogs/itil-key-concepts-service-management/

To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.

https://www.bmc.com/blogs/itil-management-practices/

Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.

https://www.bmc.com/blogs/itil-service-value-chain/

Think and work holistically

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.

https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts .

https://www.bmc.com/blogs/itil-service-level-management/

You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can’t be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.

You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!

https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).

https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D ).

A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

• Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
• Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
• The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
• Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

https://www.bmc.com/blogs/itil-service-request-management/