Top 10 Tips to Using a Service Catalogue
|
|
|
- Virgil Allen
- 3 years ago
- Views:
Transcription
1 ARMED AND EXTREMELY DANGEROUS SERVICE CATALOGUE WEBINAR Karen Ferris Macanta Consulting
2
3
4 Outline What is a Service Catalogue and what it is not Benefits Where to start Approach Static service catalogue Actionable service catalogue Top 10 tips
5 What is a Service Catalogue?
6 Service Catalogue - ITIL The service catalogue is a database or structured document with information about all live services, including those available for deployment The service catalogue is the only part of the service portfolio published to customers, and is used to support the sale and delivery of IT services The service catalogue includes information about deliverables, prices, contact points, ordering and request processes It acts as a service order and demand channeling mechanism
7 Service Catalogue - USMBOK A service catalog consists of one or more descriptions of current service offerings and optionally, future service capabilities. A service catalog is defined in terms understood by it s intended customer audience and is the basis for requesting and negotiating service, and desired levels of service. A service catalog entry is the first stage of influencing and setting service level expectations.
8 What It Is Not It is NOT a list of services
9 What is a Service Catalogue? ü Comprehensive list of services ü Products ü Services including brochure services ü Deliverables, prices, contact points, ordering and request processes ü Business facing ü Actionable ü Contextual ü Shopping cart experience ü Service level targets ü Tracking ü Chargeback ü Demand management ü Automated fulfillment process
10 Benefits
11 Benefits Promotes the service provider as service focused not product or technology focused Enables business management Allocation of costs or service charges Reduces operational costs Providing services that are required Identifying and eliminating service waste Empowers the business Improves customer satisfaction Improves relationships and communication Identifies requirements and demand Provides foundation for formal SLM and SCM
12 Where to start?
13 What is a service?
14 What is a Service? A means of delivering value to customers by facilitating outcomes customers want to receive without the ownership of specific costs and risks. Source: ITIL A service is any act or performance that one person can offer to another, that is intangible, produced at the moment of delivery and does not result in transfer of ownership. Service value and quality is based on customer perception, where satisfaction is based on outcomes and is subjective. Source: The Service Catalog Practitioner Guide Mark O Loughlin
15 Approach
16 Approach Define the objective Gather requirements Run as a project Scope Milestones Assign ownership Communication Keep it simple Top down approach
17 Static Service Catalogue
18 Define Service Offerings Identify business units and business processes Identify underpinning service offerings Characteristics: Fulfils one or more needs of the customer Supports the customer s business objectives Is perceived by the customer as a coherent whole or consumable product
19 Service Offerings Does it have a customer? Are there terms and conditions established?
20 Catalogue Types Technical Service Catalogue Product Catalogue Supplier Catalogue Business Service Catalogue Retail Service Catalogue Supporting Service Catalogue Wholesale Service Catalogue Actionable Service Catalogue Professional Services Catalogue
21 There is only ONE Service Catalogue There are MANY views of the Service Catalogue
22 Data Capture Service name Description short and long Status Fulfillment process Service type Classification or category Service objective Service owner Service level targets Link to SLA Support hours (Service Desk and level x) Link to policies and procedures Charging arrangements Maintenance windows Backup and recovery details
23 Create Static Service Catalogue Populate the catalogue Make it available Link to current fulfillment processes Advertise and communicate Position and manage expectations Change Management Maintain momentum Feedback
24 Actionable Service Catalogue
25 Actionable Service Catalogue For each service: Determine current fulfilment process Define the future fulfilment process Create process flows Determine roles and responsibilities Entitlements, authorisations and approvals Create a RACI matrix Validate and update
26 Actionable Service Catalogue Considera*ons Will anyone be allowed to order a phone? Will there be an approval mechanism? Who can approve requests? How will people approve the request? What happens if the request is not approved? How will the user be kept informed? How does the actual request get processed from start to finish? Iden8fy bohlenecks. Details (Applicable to order phone workflow) Yes. If not, en8tlement needs to be understood. Who can order the item and how will this be validated and controlled? Yes. Line manager as listed in directory services. An automa8c approval work order will be generated and assigned to the appropriate line manager. The work order will be automa8cally linked to the service request using the API. The line manager will con8nue to receive approval no8fica8ons every two days un8l the approval work order is approved or rejected. At defined intervals the service request status will be updated to reflect where the request is within the order process. The status will be visible to the requestor from their personal page within the catalogue. As per the process flow. Line managers not approving orders. Delays in purchasing requisi8ons being completed in a 8mely manner.
27 The Actionable Service Catalogue Update Service Catalogue status User completes form and submits Line Manager approval requested Approved? N Inform user and close request Inform user and close request Y Assign request to purchasing Order phone Phone received Phone delivered Update Service Catalogue status End
28 The Actionable Service Catalogue Manager completes form for new starter Desk phone request Security pass request Access request Induction request Mobile phone request Laptop request Credit card request
29 Technology
30 Technology Create a specification of requirements Create RFI / RFP Go to market Shortlist Create detailed evaluation criteria Assign weightings Evaluate Reference sites Vendor product demonstration Proof of concept? Select Plan pilot Rollout
31 Top Ten Tips
32 Top 10 Tips 1. Use customer language 2. The Service Catalogue is not a list 3. Bite size chunks 4. Customise and contextualise 5. Communicate 6. Don t underestimate effort 7. Run as a project 8. Assign ownership 9. Stakeholder involvement 10. Manage and maintain subject to CSI
33 Website: Facebook: Mobile:
ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
ITIL Foundation for IT Service Management 2011 Edition
ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering
ITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 1 15 October 2008
Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 1 Agenda 2:30 2:45 Introductions and Overview 2:45 3:45 Service Catalog Overview 3:45 4:00
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL Foundation Examination Sample Paper A, version 5.1
The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes
ITIL Foundation. 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals. Language(s): Corporate Short Course
ITIL Foundation Length: Location: Language(s): Audience(s): Level: Vendor: Type: Delivery Method: 5 Days 182, Broadway, Newmarket, Auckland English, Entry Level IT Professionals Beginner ITIL Corporate
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service
ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
ITIL: Service Offerings & Agreements (SOA) (Revision 1.6)
ITIL: Service Offerings & Agreements (SOA) (Revision 1.6) Course Overview This hands-on course leads to a Certificate in ITIL Service Capability Management - Service Offerings & Agreements. The series
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
ITIL Foundation mock exam 1 1. The Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPI) 3. Improve the process 4. Perform
Course # 55011A. The ITIL Foundation Certificate in IT Service Management
Course # 55011A The ITIL Foundation Certificate in IT Service Management Course Outline Module 1: Introduction Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes
Fermilab Computing Division Service Level Management Process & Procedures Document
BMC Software Consulting Services Fermilab Computing Division Process & Procedures Document Client: Fermilab Date : 07/07/2009 Version : 1.0 1. GENERAL Description Purpose Applicable to Supersedes This
1. Verzeichnis der ITIL V3 Service Strategy Prozesse
1. Verzeichnis der ITIL V3 Service Strategy Prozesse Service Strategy Service Portfolio Financial Conception of IT Strategy IT Financial Organization Maintenance of the Service Portfolio IT Budgeting Demand
IT Service Management
IT Service Management Description Managing service levels is about understanding the importance of a service and ensuring that resources are available to meet agreed-upon performance expectations. This
Terms of Use - The Official ITIL Accreditor Sample Examination Papers
ITIL Sample Papers Terms of Use - The Official ITIL Accreditor Sample Examination Papers Please note that by downloading and/or using this document, you have agreed accepted to comply with the terms of
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
ITIL: Service Offerings & Agreements
ITIL: Service Offerings & Agreements Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What Do You Expect?
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Enterprise Service Management (ESM)
Enterprise Service Management (ESM) A Reference Model for Adopting and Adapting IT Best Practices Across and Enterprise itsm003 v.3.0 Agenda and Objectives What are ESM Best Practices? What is the ESM
Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 2 16 October 2008
Building a Service Catalog: A Practical Approach to get to an Actionable State with your Service Catalog - Part 2 16 October 2008 Agenda 9:30 9:45 Introductions and Overview 9:45 10:15 Service Catalog
ITIL v3. Service Management
ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform
ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting
ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary
ITIL V3 Foundation Certification - Sample Exam 1
ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of
The ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335
itil.org Service Management Essentials ITIL V3 Study Guide v1.0.0 Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335 Fax: +962-65007300 Email: info@saadehgroup.com
Service Catalog and Configuration Management Database as the Foundation of SIAM. Eija Hallikainen
Service Catalog and Configuration Management Database as the Foundation of SIAM Eija Hallikainen Master s Thesis Degree Programme in Information Systems Management 2015 Abstract 25.9.2015 Author(s) Eija
Project and Operational processes, Key differences. Gotchas when deploying projects into operations
Project and Operational processes, Key differences. Gotchas when deploying projects into operations Purpose of this Presentation Assist the smooth implementation of projects into production I ve heard
This volume is related to the topics of IT Governance and IT Portfolio Management.
ITIL Key Principles and Models This unit is aiming to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within
Roles within ITIL V3. Contents
Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for
ITIL Service Lifecycle Stream
ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition
ITIL v3 Service Manager Bridge
ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager
Quick guide: Implementing an IT solution
Quick guide: Implementing an IT solution This Quick Guide is part of a series of information products aimed to assist small to medium sized businesses purchasing an Information Technology (IT) solution.
WHITE PAPER IT SERVICE MANAGEMENT IT SERVICE DESIGN 101
WHITE PAPER IT SERVICE MANAGEMENT IT SERVICE DESIGN 101 Prepared by: Phillip Bailey, Service Management Consultant Steve Ingall, Head of Service Management Consultancy 60 Lombard Street London EC3V 9EA
ITIL Foundation Certification Program 3 / 3.5 Days
ITIL Foundation Certification Program 3 / 3.5 Days Course Overview ITIL is a set of best practices guidance that has become a worldwideadopted framework for Information Technology Service Management (ITSM)
1 Why should monitoring and measuring be used when trying to improve services?
1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve
ITIL Foundation V3. Walaa Omar. +201222874828 Walaaomar131@gmail.com
ITIL Foundation V3 Walaa Omar Service Lifecycle Mapping Service Catalogue Management Service Catalogue Management Objectives To provide a single source of consistent information on all of the agreed services.
The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office
Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered
IT Service Management Process Vs. Tools
IT Service Management Process Vs. Tools A Best Practices Approach Introduction Setting the Table Process Vs. Tool Achieving Desired State Best Practices Critical Success Factors Open Discussion 1 Introducing
Service Catalog: How Do I Build This Thing Anyway? November 14, 2013
Service Catalog: How Do I Build This Thing Anyway? November 14, 2013 Copyright 2013 Vivit Worldwide Brought to you by Vivit HP Service Management Special Interest Group (SIG) Leaders: Arnon Borensztajn,
MANDATORY CRITERIA. 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records?
MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? 2. Does the tool provide a pre-defined list of services which can be requested
Incident Management Get Your Basics Right
Incident Management Get Your Basics Right Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction
Here are two examples of a Service Catalog tool helping resolve common dilemmas faced when designing services for the Service Request Catalog.
7 Service Catalog Tools Throughout this book, we have emphasized the use of the Service Catalog as a best practice to help IT groups manage customer relationships. But how does IT manage the Service Catalog?
The ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on
JOB DESCRIPTION. I.C.T Application Systems & Workflow Manager
JOB DESCRIPTION POST: LOCATION: Service Level Manager Belfast City Hospital GRADE: Band 6 REPORTS TO: RESPONSIBLE TO: I.C.T Application Systems & Workflow Manager I.C.T Service Delivery Manager JOB SUMMARY/MAIN
The Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc.
The Rise of Service Level Management in ITIL V3 April 2008 Oblicore, Inc. Table of Contents The Move From Version 2 To Version 3................... 3 What s New In V3?..................................
Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
ITIL V3 Over View ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
Starting right with the service portfolio & service catalog in the information age
Processes 425 Starting right with the service portfolio & service catalog in the information age 7.4 Starting right with the service portfolio & service catalog in the information age Do you know what
ITIL V3 differences from V2
ITIL V3 differences from V2 Stuart Rance FISM, CISSP 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda Overall differences Brief
CRAWL, WALK, RUN APPROACH - IT SERVICE CATALOGUE
CRAWL, WALK, RUN APPROACH - IT SERVICE CATALOGUE Emtec Boot Camp Web Event May 2011 Agenda Key Concepts What is a service? Service Portfolio vs. Service Catalogue Challenges / Benefits in Defining Services
Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
What We Will Cover In This Module
ITIL Considerations What We Will Cover In This Module General Concepts Around ITIL (V3) Supporting Processes Principles ITIL Implementation Life Cycle Getting Started With A Practical Approach Why Service?
SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?
SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT
IT Service Management tools - Acquisition and implementation
IT Service Management tools - and implementation Christian F. Nissen, CFN People A/S ITIL and PRINCE2 are Registered Trade Marks of Axelos in the United Kingdom and other countries COBIT is a registered
Service Catalog in PostNord. Dorthe Benche 24-04-2015
Service Catalog in PostNord Dorthe Benche 24-04-2015 This is PostNord PostNord offers communication and logistics solutions to, from and within the Nordic region. We are the regional industry leader and
Creating and Maturing a Service Catalog
Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting
2. Does BGSU have a preference for an on-premise or cloud/hosted solution?
RFP #6057 Questions and Answers 1. It is our generally our preference to provide the names and contact numbers of references when we have been shortlisted or during advanced negotiations. This is intended
A Practical Approach To Service Catalog Management
A Practical Approach To Service Catalog Management Building the Service Catalog Rae Ann Bruno rbruno@businesssolutionstraining.com Business Proposition You and I are going to open a restaurant in the Pittsburgh,
ITIL Intermediate Qualification: Service Offerings and Agreement. Webinar presentation 8 May 2009
ITIL Intermediate Qualification: Service Offerings and Agreement Webinar presentation 8 May 2009 Team Lead SOA Vernon Lloyd FISM IT Industry before it was IT (1970) Done most things in most places ITSM
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda
Service Strategy and Design
Strategy and Design Traditionally, IT departments have been managed through technology silos like infrastructure, applications, etc. With the introduction of the latest edition of the Information Technology
5 Signs You Might Need a Service Management Framework (SMF) Assessment
5 Signs You Might Need a Service Management Framework (SMF) Assessment White Paper Terry Daffin Visionary Integration Professionals (1) To say running a large IT shop is challenging is an understatement.
ITIL 2015 and Beyond: Six Trends Driving Transformational Change in IT Best-Practices
ITIL 2015 and Beyond: Six Trends Driving Transformational Change in IT Best-Practices The Landscape of IT Services Provision is Changing! Customers and users are demanding a higher level of customer service
ITIL V3 Application Support Volume 1
ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain
How to Produce an Actionable IT Service Catalog
White Paper February 2005 How to Produce an Actionable IT Service Catalog newscale, Inc. www.newscale.com +1 650.403.7700 Table of Contents Introduction...1 Creating A Service Catalog that Matters...1
Integrating Project Management and Service Management
Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming
Hong Kong Information Security Group TRAINING AGENDA
TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of
Document management concerns the whole board. Implementing document management - recommended practices and lessons learned
Document management concerns the whole board Implementing document management - recommended practices and lessons learned Contents Introduction 03 Introducing a document management solution 04 where one
The Rise of Service Level Management. Gary Case
pink elephant WHITE PAPER: The Rise of Service Level Management in ITIL V3 The Rise of Service Level Management in ITIL V3 february, 2010 Gary Case Principal Consultant, Pink Elephant Table of Contents
CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
ITIL Foundation Exam Study Guide
Brochure More information from http://www.researchandmarkets.com/reports/2246184/ ITIL Foundation Exam Study Guide Description: Everything you need to prepare for the ITIL exam Accredited to 2011 syllabus
Service Level Management
Process Guide Service Level Management Company ABC Service Improvement Program (SIP) Process Guide Service Level Management Table of Contents Document Information... 3 Approval... 4 Section 1: Process
Release Management Policy Aspen Marketing Services Version 1.1
Release Management Policy Version 1.1 John Toso 5/10/2010 2 Contents Release Management Policy Overview:... 3 Critical Success Factors... 3 Service Level Management (SLM)... 4 Key Performance Indicators:...
BMC Software Consulting Services. Fermilab Computing Division Service Catalog & Communications: Process and Procedures
BMC Software Consulting Services Service Catalog & Communications: Process and Procedures Policies, Client: Date : Version : Fermilab 02/12/2009 1.0 GENERAL Description Purpose This document establishes
Adopting ITIL Framework By Vinayak Ghadi
Adopting ITIL Framework By Vinayak Ghadi Adopting ITIL Framework Contents 1. Who should read this paper?... 3 2. Do we know about ITIL framework?... 3 3. Key Adoption Challenges... 6 4. How do we prepare
ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition
Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert
White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.
White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed
Service Desk Institute 10 Steps To Successful ITSM Tool Selection
Service Desk Institute 10 Steps To Successful ITSM Tool Selection Introduction The one decision that really makes a difference for both consumers of IT and our service desk analysts is the one to replace
can you simplify your infrastructure?
SOLUTION BRIEF CA Virtual Desktop Automation for Vblock Platforms can you simplify your infrastructure? agility made possible You Can. With services that increase the speed of virtual provisioning on Vblock
ITIL: Service Design
ITIL: Service Design Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What do you Expect? Housekeeping
The ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
The ITSM Journey. Value. Chaos. Patrick Bolger. Chief Evangelist Hornbill Service Management
The ITSM Journey Chaos Value Patrick Bolger Chief Evangelist Hornbill Service Management Agenda ITIL the realities of adoption Greatest barriers to improving ITSM The ITSM journey Reactive to proactive
Free ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 4 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service is not very
through an automated service catalog
TECHNOLOGY BRIEF Managing Service Level Private Management Cloud Services Through with an Cisco Automated UCS and Service CA Solutions Catalog May October 2010 2010 managing implementing private SLM: cloud
HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
500 Creek View Road Newark, DE 19808. LearningServices@compaid.com www.compaid.com/learningservices. ITIL Foundation Training Business Case
500 Creek View Road Newark, DE 19808 LearningServices@compaid.com www.compaid.com/learningservices ITIL Foundation Training Business Case BUSINESS CASE WHAT IS ITIL? ITIL is the most widely used and successful
How To Implement Itil V3
2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process ITSM COE Agenda Background ITSM Overview ITIL and Service Delivery Adopting ITIL to NGEN SE&I Activities 2 Background Develop Government
Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service Level Package
ITIL v3 (Lecture II) Service Management as a Practice
ITIL v3 (Lecture II) as a Practice 1 Processes Availability mgmt Knowledge mgmt Service cont mgmt Evaluation Supplier mgmt Validation & Testing Access mgmt Financial mgmt Info security mgmt Release & Deploy
Change Management Living with Change
Change Management Living with Change Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction Fully
ITSM Process Maturity Assessment
ITSM Process Maturity Assessment April 2011 Prepared by: Brian Newcomb TABLE OF CONTENTS Executive Summary... 3 Detailed Assessment Results and Recommendations... 5 Advisory Group Survey Results (External
IT Services Management. ITIL:Service Design. Martin Sarnovský. Department of Cybernetics and AI, FEI TU Košice
IT Services Management ITIL:Service Design Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice 1 Contents Definitions, Context Service design, management of services Services: function, process,
What Every Project Manager should know about ITIL s Service Lifecycle Framework. Daniel Cayouette PMP - daniel@cayouette.
What Every Project Manager should know about ITIL s Lifecycle Framework Daniel Cayouette PMP - daniel@cayouette.com Sept 19, 2009 1 Presentation Objectives This presentation will provide a high-level view
The ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
Benchmark Against Best Practice Service Delivery Metrics
Benchmark Against Best Practice Service Delivery Metrics Featuring: Julie Giera, Forrester Pierre Champigneulle, BearingPoint Host: Jason Schroedl, newscale Internal Service Delivery The average company