IT4IT™ Foundation study guide

Study Guide

IT4IT™

Foundation

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Study Guide

IT4IT™ Foundation

Document Number: B160

Published by The Open Group, April 2016.

Comments relating to the material contained in this document may be submitted to:

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Contents

Chapter 1     Introduction

1.1    Key Learning Points

1.2    The Open Group IT4IT Certification Program

1.2.1    Program Vision and Principles

1.2.2    Certification Document Structure

1.2.3    IT4IT Foundation

1.2.4    IT4IT Foundation Certification Syllabus Overview

1.2.5    The Certification Process

1.2.6    Preparing for the Examination

1.3    Summary

1.4    Recommended Reading

1.5    Exercises

1.6    Test Yourself Questions

Chapter 2     IT4IT Overview

2.1    Key Learning Points

2.2    An Introduction to the IT4IT Reference Architecture

2.3    The IT Value Chain

2.4    Summary

2.5    Recommended Reading

2.6    Exercise 1: IT4IT Overview

2.7    Test Yourself Questions

Chapter 3     Key Terminology

3.1    Key Learning Points

3.2    Key Terms

3.2.1    Service Lifecycle Data Object (Data Object)

3.2.2    IT Value Chain

3.2.3    Value Chain

3.2.4    Value Stream

3.2.5    Functional Component

3.2.6    Service Model Backbone Data Object

3.2.7    Relationship

3.2.8    System of Record

3.3    Summary

3.4    Recommended Reading

3.5    Exercise 2: Definitions

3.6    Test Yourself Questions

Chapter 4     Basic Concepts

4.1    Key Learning Points

4.2    The Strategy to Portfolio (S2P) Value Stream

4.3    The Requirement to Deploy (R2D) Value Stream

4.4    The Request to Fulfill (R2F) Value Stream

4.5    The Detect to Correct (D2C) Value Stream

4.6    The IT4IT Reference Architecture

4.6.1    The Service Model

4.6.2    The IT4IT Information Model

4.6.3    The IT4IT Functional Model

4.6.4    Functional Components

4.6.5    Functional Components and Data Objects

4.7    Summary

4.8    Recommended Reading

4.9    Exercise 3: Basic Concepts

4.10  Test Yourself Questions

Chapter 5     IT4IT Core

5.1    Key Learning Points

5.2    IT4IT Abstractions

5.3    Level 1 Concepts

5.3.1    Value Streams

5.3.2    Functional Components

5.3.3    Service Lifecycle Data Objects

5.3.4    Relationships

5.3.5    Level 1 Reference Architecture Model

5.4    Level 2 Concepts

5.4.1    Level 2 Reference Architecture Diagram (Example)

5.5    Level 3 Concepts

5.6    Levels 4 and 5

5.7    Summary

5.8    Recommended Reading

5.9    Exercise 4: IT4IT Core

5.10  Test Yourself Questions

Chapter 6     The Strategy to Portfolio Value Stream

6.1    Key Learning Points

6.2    Objectives

6.3    Benefits

6.4    Key Performance Indicators

6.5    Functional Components

6.5.1    Enterprise Architecture Functional Component

6.5.2    Policy Functional Component

6.5.3    Proposal Functional Component

6.5.4    Portfolio Demand Functional Component

6.5.5    Service Portfolio Functional Component

6.5.6    IT Investment Portfolio Auxiliary Functional Component

6.6    Summary

6.7    Recommended Reading

6.8    Exercise 5: Strategy to Portfolio Value Stream

6.9    Test Yourself Questions

Chapter 7     The Requirement to Deploy Value Stream

7.1    Key Learning Points

7.2    Objectives

7.3    Benefits

7.4    Key Performance Indicators

7.5    Functional Components

7.5.1    Project Functional Component

7.5.2    Requirement Functional Component

7.5.3    Service Design Functional Component

7.5.4    Source Control Functional Component

7.5.5    Build Functional Component

7.5.6    Build Package Functional Component

7.5.7    Release Composition Functional Component

7.5.8    Test Functional Component

7.5.9    Defect Functional Component

7.6    Summary

7.7    Recommended Reading

7.8    Exercise 6: Requirement to Deploy Value Stream

7.9    Test Yourself Questions

Chapter 8     The Request to Fulfill Value Stream

8.1    Key Learning Points

8.2    Objectives

8.3    Benefits

8.4    Key Performance Indicators

8.5    Functional Components

8.5.1    Engagement Experience Portal Secondary Functional Component

8.5.2    Offer Consumption Functional Component

8.5.3    Offer Management Functional Component

8.5.4    Catalog Composition Functional Component

8.5.5    Request Rationalization Functional Component

8.5.6    Fulfillment Execution Functional Component

8.5.7    Usage Functional Component

8.5.8    Chargeback/Showback Functional Component

8.5.9    Knowledge & Collaboration Supporting Function

8.6    Summary

8.7    Recommended Reading

8.8    Exercise 7: Request to Fulfill Value Stream

8.9    Test Yourself Questions

Chapter 9     The Detect to Correct Value Stream

9.1    Key Learning Points

9.2    Objectives

9.3    Benefits

9.4    Key Performance Indicators

9.5    Interactions with Other Value Streams

9.6    Functional Components

9.6.1    Service Monitoring Functional Component

9.6.2    Event Functional Component

9.6.3    Incident Functional Component

9.6.4    Problem Functional Component

9.6.5    Change Control Functional Component

9.6.6    Configuration Management Functional Component

9.6.7    Diagnostics & Remediation Functional Component

9.6.8    Service Level Functional Component

9.7    Other IT Operations Areas

9.8    Summary

9.9    Recommended Reading

9.10  Exercise 8: Detect to Correct Value Stream

9.11  Test Yourself Questions

Appendix A     Answers to Exercises and Test Yourself Questions

A.1   Answers to Exercises

A.1.1   Exercise 1: IT4IT Overview

A.1.2   Exercise 2: Definitions

A.1.3   Exercise 3: Basic Concepts

A.1.4   Exercise 4: IT4IT Core

A.1.5   Exercise 5: Strategy to Portfolio Value Stream

A.1.6   Exercise 6: Requirement to Deploy Value Stream

A.1.7   Exercise 7: Requirement to Fulfill Value Stream

A.1.8   Exercise 8: Detect to Correct Value Stream

A.2   Answers to the Test Yourself Questions

Appendix B     Test Yourself Examination Paper

B.1   Examination Paper

B.2   Questions

Appendix C     Test Yourself Examination Paper Answers

C.1   Scoring the Examination

C.2   Answers

Appendix D     Functional Component & Data Object Summary

D.1   Functional Components

D.2   Data Objects

Appendix E     IT4IT Foundation Certification Syllabus

Acronyms and Abbreviations

Index

Preface

This Document

This book is a Study Guide for IT4IT™ Foundation. It is based on The Open Group Certification for People: IT4IT™ Conformance Requirements (Level 1). It gives an overview of every learning objective for the IT4IT Foundation certification syllabus and in-depth coverage on preparing and taking the IT4IT Part 1 Examination. It is specifically designed to help individuals to prepare for certification.

The Open Group Certification for People: IT4IT Certification Program is intended to make certification available to people who have knowledge and understanding of the IT4IT Reference Architecture.

The IT4IT Reference Architecture presents the IT service lifecycle in a new and powerful way, and provides a foundation on which to base your IT operating model. Adoption of the Reference Architecture as part of the IT operating model can accelerate IT’s transition to becoming a service broker to the business. It can also address the strategic challenges brought about by the implementation of mobility, cloud, big data, security, and Bring Your Own Device (BYOD).

The use of the IT4IT approach allows organizations to:

•   Focus on the true role of IT: to deliver services that make the company more competitive and innovative.

•   Support the multi-sourced service economy, enabling new experiences in driving the self-sourcing of services to power innovation.

The audience for this Study Guide includes:

•   Individuals who require a basic understanding of the IT4IT Reference Architecture

•   IT Professionals/Practitioners who are responsible for delivering services in a way that is flexible, traceable, and cost-effective

•   IT Professionals who want to achieve a higher-level certification in the IT4IT Certification Program (when available) in a stepwise approach

A prior knowledge of IT Service Management is advantageous but not required. While reading this Study Guide, the reader should also refer to the IT4IT documentation available at www.opengroup.org/it4it.

The Study Guide is structured as follows:

•   Chapter 1 (Introduction) provides a brief introduction to The Open Group IT4IT Certification Program, specifically the IT4IT Foundation certification, and explains how to use this Study Guide as well as how to prepare for the examination.

•   Chapter 2 (IT4IT Overview) provides a first introduction to the IT4IT Reference Architecture, the IT Value Chain, and the four value streams that make up with IT Value Chain.

•   Chapter 3 (Key Terminology) describes the terminology of the IT4IT Reference Architecture.

•   Chapter 4 (Basic Concepts) describes the scope, value propositions, and typical activities of the four value streams, as well as the basic concepts of the IT4IT Reference Architecture, including the Service Model, the Information Model, and the Functional Model.

•   Chapter 5 (IT4IT Core) describes the five abstraction levels of the IT4IT Reference Architecture and the key concepts of each level.

•   Chapter 6 (The Strategy to Portfolio Value Stream) describes the objectives, benefits, Key Performance Indicators (KPIs), functional components, and data objects of the Strategy to Portfolio Value Stream.

•   Chapter 7 (The Requirement to Deploy Value Stream) describes the objectives, benefits KPIs, functional components, and data objects of the Requirement to Deploy Value Stream.

•   Chapter 8 (The Request to Fulfill Value Stream) describes the objectives, benefits, KPIs, functional components, and data objects of the Request to Fulfill Value Stream.

•   Chapter 9 (The Detect to Correct Value Stream) describes the objectives, benefits, KPIs, functional components, and data objects of the Detect to Correct Value Stream.

•   Appendix A (Answers to Exercises and Test Yourself Questions) provides the answers to the Exercises and Test Yourself sections provided at the end of each chapter.

•   Appendix B (Test Yourself Examination Paper) provides a Test Yourself examination to allow you to assess your knowledge of the IT4IT Reference Architecture and readiness to take the IT4IT Part 1 Examination.

•   Appendix C (Test Yourself Examination Paper Answers) provides the answers to the examination in Appendix B.

•   Appendix D (Functional Component & Data Object Summary) provides summary tables of the IT4IT Reference Architecture functional components and data objects.

•   Appendix E (IT4IT Foundation Certification Syllabus) provides the IT4IT Foundation certification syllabus.

How to Use this Study Guide

The chapters in this Study Guide are arranged to provide coverage of the IT4IT Foundation certification syllabus (see Appendix E) and should be read in order. However, you may wish to use this Study Guide during review of topics with which you are already familiar, and it is certainly possible to select topics for review in any order. Where a topic requires further information from a later part in the syllabus, a cross-reference is provided.

Each chapter includes:

•   Key Learning Points and Summary sections to help you to easily identify what you need to know for each topic.

•   A Recommended Reading section that indicates the relevant sections in the IT4IT Reference Architecture that can be read to obtain a further understanding of the subject material.

•   Exercises and Test Yourself Questions sections that will help you to check your understanding of the chapter, and prepare for the IT4IT Part 1 Examination. These include open questions, simple exercises, and multiple-choice format questions where you must identify one correct answer.

Finally, at the end of this Study Guide is a Test Yourself practice examination paper that you can use to test your readiness to take the official IT4IT Part 1 Examination.

Conventions Used in this Study Guide

The following conventions are used throughout this Study Guide in order to help identify important information and avoid confusion over the intended meaning.

•   Ellipsis (…)

Indicates a continuation; such as an incomplete list of example items, or a continuation from preceding text.

•   Bold

Used to highlight specific terms.

•   Italics

Used for emphasis. May also refer to other external documents.

•   (Syllabus Reference: Unit X, Unit Name, Learning Outcome Y: Statement)

Used at the start of a text block to identify the IT4IT Foundation certification syllabus learning outcome. For example, Syllabus Reference: Unit 2, Definitions, Learning Outcome 1 refers to the first learning outcome in Unit 2. If a learning outcome has subsidiary outcomes then a notation Y-N is used; e.g., 1-1, 1-2.

Readers should note that due to the limited number of colors used in this Study Guide, the model diagrams use a different color scheme to the official IT4IT documentation. Readers are recommended to download the free reference cards from The Open Group (see References).

In addition to typographical conventions, the following conventions are used to highlight segments of text:

A Note Box is used to highlight useful or interesting information.

A Tip Box is used to provide key information that can save you time or that may not be entirely obvious.

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