WHITE PAPER December, 2008

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "WHITE PAPER December, 2008"

Transcription

1 INTRODUCTION Key to most IT organization s ongoing success is the leadership team s ability to anticipate, plan for, and adapt to change. With ever changing business/mission requirements, customer/user expectations, new technologies, governmental regulations, economic and budgetary constraints, reorganizations, increasing competition, new business models (e.g. managed services and outsourcing), etc., never before have IT organizations had to deal with so much concurrent change so quickly. Fortunately, while change cannot be prevented and is difficult to control, it can, and must be managed. The degree to which an IT organization can effectively manage change determines the degree to which they are successful. The question then becomes, how do we best manage change? Part of the answer lies in the adoption of standards and repeatable processes. Within most successful IT organizations, there exist well defined standards and integrated processes that help to anticipate, evaluate, estimate, impact, plan for, and implement change in a consistent manner. In world class organizations, these standards and processes were repeatable and over time come to be recognized as commercial best practices. The Information Technology Infrastructure Library (ITIL) and the closely related ISO/IEC standards embody these commercial best practices and are rapidly being adopted as the IT profession s standard for supporting and delivering IT services. The IC is undergoing tremendous change and is considering alternative ways in which the agencies support the mission. New operating models are being considered. Under consideration by defense and many civilian agencies is an operating model that requires the build out of an IT Infrastructure or Service Management framework (based on ITIL) that various service providers can then plug into. While the IT services may change based on mission requirements, the processes and procedures used to define, design, transition, operate and improve the services remains fairly constant. There are numerous benefits associated with this approach including: Elimination of redundant processes and process managers/owners Improvement in operational efficiencies thereby reducing the overall cost structure Visibility across the entire enterprise as a whole vs. individual parts Sharper focus on the actual services that are provided to the end user rather than on the various technology used to support the service Centralized control of data necessary to support the mission Minimized dependency on any particular vendor or integrator Objective and meaningful performance metrics that accurately reflect reality Real time reporting on the current status of the infrastructure A critical success factor in transforming the organization from a traditional model to a more mature shared services model for IT delivery and support is the OCIO s ability to clearly define the requirements for the new model (internal and vendor). Without a thoughtful vision that starts P a g e 1

2 with the end in mind, the probability of success is significantly reduced. This white paper outlines the most significant requirements for the OCIO and supporting vendors if the IC is to achieve the desired end state. All requirements can be organized by People, Process, and Technology. PEOPLE REQUIREMENTS Organizational transformation to commercial best practices revolves around the people. They can either support change, or resist it to the fullest extent that management will allow. Included below are a few of the key people requirements to help ensure that transformation is understood, accepted and supported. a. Executive Education & Sponsorship - One of the first requirements is for the OCIO to formally adopt ITIL and ISO/IEC as the IC de facto standard for IT Service Management and the preferred support and delivery framework to help the agencies achieve a shared services vision. Senior leaders must publically and privately buy into and support proposed changes and they must understand their specific roles in facilitating organizational and cultural change. b. Staff Education - Select individuals within the IC and the supporting organizations will need to be formally trained with regard to ITIL. c. Contractor Education - Externally, the IC must insist on vendors and integrators that have knowledgeable and experienced leaders and support personnel that have successfully implemented and managed in accordance with ITIL based best practices at the enterprise level. Most important is that the IC/agencies obtains quantifiable data indicating the performance improvements the vendors or integrators were able to achieve in successfully implementing ITIL and that this data can be customer validated. d. Communication - Open and frequent communication to all OCIO staff is critical to the success of the transformation initiative. The communication requirements include distribution and access to the IC s Service Management master plan; frequent and informal briefings regarding the transformation initiative, and what they can expect on an individual and organizational level; and periodic and formal executive level briefings regarding the transformation initiative and the progress that the team is making towards a well defined end state. e. Organization - New areas of accountability and responsibility need to be defined for individuals through their job descriptions as well as for organizations assuming various functional responsibilities. Value, beliefs, and organizational cultures need to be changed from unconstructive departmental competition to Customer-focused cooperation. The organizational structure may need to change in order to accommodate a new operational model. P a g e 2

3 PROCESS REQUIREMENTS There are numerous process related requirements associated with the successful implementation of ITIL and ISO standards in accordance with version 3. One of the most critical requirements for the IC is to determine what role they want to play in the ongoing management and delivery of IT services in support of the mission. It is assumed that the IC will own all of the key ITIL processes with designated process owners. With this in mind, there are both general as well as process specific requirements that will need to be met. Outlined below are a few of the major requirements associated with what is described as the ITIL Core. Figure 1 illustrates the five (5) core features of ITIL and their associated processes. Figure 1 ITIL v3 Overview P a g e 3

4 SERVICE STRATEGY The achievement of strategic goals or objectives requires the use of strategic assets. Service Strategy demonstrates how to transform service management into a strategic asset. Listed below are the key processes and high-level requirements involved in Service Strategy. a. Service Portfolio Management - Develop a Portfolio of IT services to be provided to the user community (description, value proposition, business case, priorities, risks, offerings and packages, costs and pricing) including a service catalog containing information regarding all services (products, policies, ordering, support, escalations, pricing and chargeback ) b. Financial Management Requires determination of the actual cost of service; the price to charge for all services; reporting ongoing costs and cost recovery; and integration with financial applications c. Demand Management - Define how demand for services will be managed to regulate utilization of resources. d. Return on Investment (ROI) - Demonstrate value of new and existing services or service improvements by providing ROI information SERVICE DESIGN Service Design is focused on the steps associated with actually designing IT services. This includes the governing of IT practices, processes and policies, to realize the strategy and facilitate the introduction of services into the live environment. A properly designed service helps to ensure quality service delivery, customer satisfaction and cost-effective service provision throughout the lifecycle of a given service. The processes and high-level requirements associated with Service Design are as follows: a. Service Catalog Management - Produce and maintain accurate information on all operational services and those being prepared to be offered b. Service Level Management - Document IT service targets with customers and then monitor and produce reports on the service provider s ability to deliver the agreed level of service and specific plans and processes to improve service levels and provide progress reports c. Capacity Management - Provide IT capacity plans and processes that demonstrate IT capacity is appropriately matched to current and future needs of the mission and that additional capacity is readily available as required d. Availability Management - Provide network, hardware and software availability plans and processes that demonstrate agreed upon levels of service availability match or exceed current and future needs of the mission. e. IT Service Continuity Management - Provide IT service continuity plans and processes that demonstrate the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and service desk) can be resumed within required, and agreed upon, mission timelines P a g e 4

5 f. Information Security management - Provide security management plans and processes to ensure information security is effectively managed in all service and service management activities that align IT to security with service and Service Management activities g. Supplier Management - Provide plans and processes that demonstrate service providers ability to seamlessly manage suppliers and the services they provide and do it in an efficient manner that maximizes the value of the service for the money invested SERVICE TRANSITION Service Transition involves the development of capabilities for transitioning new and changed services into operations while ensuring the requirements of Service Strategy, encoded in Service Design, are effectively realized in Service Operations. Service Transition helps to control the risk of failure and disruption while introducing new or changed services into production. Outlined below are the key processes and requirements associated with Service Transition. a. Change Management - Use a standardized method or process for the efficient and prompt handling of all requested changes; implement a Change Advisory Board that will review and approve proposed changes and that unauthorized changes are not allowed b. Service Asset & Configuration Management - Be able to ID, control, record, report, audit and verify service assets and configuration items, including versions, baselines, constituent components, their attributes, and relationships c. Release and Deployment Management - develop release and deployment plans with the customer; Ensure that each release package includes related assets and service components that are compatible with each other; and ensure that the integrity of a release package is maintained throughout the transition activities and recorded accurately in the CMS d. Service Validation and Testing - Develop and implement a structured validation and test process that provide objective evidence that new or changed services will support the defined requirements and agreed service levels e. Evaluation - Provide a consistent and standardized process to determine the performance of a service change as it relates to existing and proposed services and the IT infrastructure f. Knowledge Management - Provide real time access to information that identifies who is currently using what services, service delivery constraints, the current state of consumption, and customer difficulties in realizing service benefits P a g e 5

6 SERVICE OPERATION Service Operation is focused on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operations. Included below are the key processes/functions and high-level requirements associated with Service Operation. a. Event Management - Develop and implement a process that monitors all events that occur through the IT infrastructure to allow for normal operation and to detect and escalate exceptions conditions b. Incident management - Develop and implement a process that is focused on restoring specified services in the shortest amount of time in order to minimize mission related impacts c. Problem Management - Develop and implemental process that will identify the root cause of incidents and proactively detect and prevent future problems/incident and known Error sub-process to allow quicker diagnosis and resolution if further incident do occur d. Access Management - Develop and implement a process of granting authorized users the right to use a service, while restricting access to non authorized users. Must be able to accurately identify authorized users and then manage their ability to access services as required during different stages of their human resource or contractual lifecycle. e. Service Desk - Establish a central point of contact for all users when there is a disruption in service, or a request for a specific and predefined service or change f. Technical Management - Provide detailed technical skills and resources needed to support the ongoing operation of the IT infrastructure provide for the design, testing, releases and improvement of IT services g. Application Management - Develop and implement a process to manage applications throughout their lifecycle to ensure the effective design, testing and ongoing improvement of applications that form part of the IT services h. Operations Management - Develop processes and procedures for the daily operational activities needed to manage the IT infrastructure in accordance with pre-establish performance standards CONTINUAL IMPROVEMENT Continual Improvement is involved in creating and maintaining value for customers through better design, introduction and operation of services, linking improvement efforts and outcomes with Service Strategy, Design, Transition and Operation. Continual Improvement is best represented by a seven step process of defining what should be measured, what can be measured, how measurement data will be gathered, and how to process, analyze and present suggestions for improvement. The last step of the seven step process is actually implementation of the recommendations. The key requirement for Continual Improvement is to: 1. Implement a defined improvement plan that demonstrates specific activities and initiatives to improve the overall quality of service and service offerings P a g e 6

7 RECOMMENDATIONS While there are many things which an organization considering implementing ITIL could do, there is also an order and precedence required for the implementation to be successful. Listed below is a list of general recommendations that should be considered before embarking on an initiative that will transform the traditional IT organization and culture. 1. Conduct an initial baseline assessment that will evaluate the relative maturity of all existing processes against ITIL best practices as reflected in the ISO20000 standards. Assessment deliverables include for example: Identification of gaps between current operation and ISO standards Recommended steps, in priority order, to close the gaps Preliminary overall Service Management (or improvement) Plan Baseline measures of performance to be used later for comparison purposes 2. Based on the assessment results, further define the specific program requirements to effectively manage all programs in accordance with ITIL/ISO standards. 3. Develop process improvement plans (PIP) for each of the key ITIL process in order to meet and/or exceed stated program requirements. For example, the PIP must define the process purpose, goals, resource requirements, timeline for implementation/improvements, performance measures, reporting, roles and responsibilities, owner, etc. Processes must be repeatable, cross departmental and overlaid across silos and a system- based organizational structures. Each plan must: be well integrated with clearly defined process inputs and outputs to/from each of the processes hold process owners accountable for cross-departmental processes and have visible authority in order to manage across multiple silos. The current (hierarchical) and new management models may exist side by side until the change has become institutionalized. become part of an overall Service Management Plan that is readily available and is used as a basis to determine progress toward the realization of a shared vision 4. Begin to establish an IT governance structure with specific rules of engagement that must be defined and enforced to achieve the proven benefits of an ITIL conforming implementation. P a g e 7

8 About the Author Gregory C. Smith is the President and Founder of G2SF, Inc., a premier service management consultancy to the intelligence and defense communities. Gregory has been supporting and managing the successful implementation of ITIL and ISO processes and standards to the Federal Government for almost a decade. him at P a g e 8

ITIL Foundation Course 2 - Introduction to ITSM

ITIL Foundation Course 2 - Introduction to ITSM ITIL Foundation Course 2 - Introduction to ITSM Lesson Slide 1 ITSM as a Practice Topics Discussed The Practice of IT Service Management Good Practice Service Service Management Process Model Practice

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

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

More information

The ITIL Foundation Examination

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

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

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

More information

The ITIL Foundation Examination

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

More information

ISO 20000-1:2005 Requirements Summary

ISO 20000-1:2005 Requirements Summary Contents 3. Requirements for a Management System... 3 3.1 Management Responsibility... 3 3.2 Documentation Requirements... 3 3.3 Competence, Awareness, and Training... 4 4. Planning and Implementing Service

More information

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. 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

More information

Roles within ITIL V3. Contents

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

More information

ITIL V3 Application Support Volume 1

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

More information

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL 1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But

More information

ITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu

ITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu ITSM 101 Patrick Connelly and Sandeep Narang Gartner 1 IT Service Management 101 Agenda What is IT Service Management? Why is IT Service Management Important? Speaking a Common Language: Overview of Key

More information

Service Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1

Service Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1 Service Transition ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1 Lesson Objectives Service Transition - Introduction - Purpose and Objectives

More information

SERV SER ICE DE SIGN

SERV SER ICE DE SIGN SERVICE DESIGN Service Design Set of specialized organizational capabilities for providing value to customers in the form of services SOURCE: ITIL Service Design Publication, p. 11 Service Design Goals

More information

Is ITIL All Theory and No Practice?

Is ITIL All Theory and No Practice? Is ITIL All Theory and No Practice? Carolyn M. Hennings PMP, IT Service Manager ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered

More information

Creating and Maturing a Service Catalog

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

More information

ITIL: What it is What it Can Do For You V2.1

ITIL: What it is What it Can Do For You V2.1 ITIL: What it is What it Can Do For You V2.1 Service Solution Company Facilitated by: Patrick Musto Agenda Answer the questions what? and how? Historical Background Fundamental Principles 5 Lifecycle Phases

More information

Determining Best Fit. for ITIL Implementations

Determining Best Fit. for ITIL Implementations Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction

More information

ISSA Guidelines on Master Data Management in Social Security

ISSA Guidelines on Master Data Management in Social Security ISSA GUIDELINES ON INFORMATION AND COMMUNICATION TECHNOLOGY ISSA Guidelines on Master Data Management in Social Security Dr af t ve rsi on v1 Draft version v1 The ISSA Guidelines for Social Security Administration

More information

Practical Approaches to Achieving Sustainable IT Governance

Practical Approaches to Achieving Sustainable IT Governance Practical Approaches to Achieving Sustainable IT Governance Beyond Mandates: Getting to Sustainable IT Governance Best Practices Agenda IT Governance Definition IT Governance Principles IT Governance Decisions

More information

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1 Benefits to the Quality System in implementing an IT Standard ISO/IEC 20000-1 Presentation to: ASQ North Jersey September 15, 2010 Subrata Guha Director IT s UL DQS Inc. A New Global Alliance for Systems

More information

ITSM Process Maturity Assessment

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

More information

San Francisco Chapter. Cassius Downs Network Edge LLC

San Francisco Chapter. Cassius Downs Network Edge LLC Cassius Downs Network Edge LLC ITIL History ITIL Books V3 Objectives Business Benefits of V3 V3 Changes Training & Certification V2 or V3? Summary 2 The 12 Rules 1. EXERCISE Rule #1: Exercise boosts brain

More information

EXIN IT Service Management Foundation based on ISO/IEC 20000

EXIN IT Service Management Foundation based on ISO/IEC 20000 Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing

More information

Metrics 101: Implementing a Metrics Framework to Create Value through Continual Service Improvement

Metrics 101: Implementing a Metrics Framework to Create Value through Continual Service Improvement Metrics 101: Implementing a Metrics Framework to Create Value through Continual Service Improvement By David Smith It s often been said that you can t manage what you don t measure, which is true. Without

More information

ITIL v3 Foundation Notes: Service Operation [2]

ITIL v3 Foundation Notes: Service Operation [2] ITIL v3 Foundation Notes: Service Operation [2] Author : Edward Chung Categories : ITIL Foundation [ITIL v3 Foundation Notes] Other processes of the Service Operation phase for the ITIL v3 Foundation Certification

More information

Project Management and ITIL Transitions

Project Management and ITIL Transitions Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:

More information

The ITIL Foundation Examination

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

More information

White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard

White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard Abstract: This white paper outlines the ITIL industry best practices methodology and discusses the methods in

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 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

More information

The ITIL Foundation Examination

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

More information

ITIL v3. Service Management

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

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 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

More information

acceptance criteria acceptance testing achievement profile

acceptance criteria acceptance testing achievement profile acceptance criteria acceptance testing achievement profile acquirer acquisition acquisition strategy ) ) The stakeholder that acquires or procures a product or service from a supplier. (See also stakeholder.

More information

Integrating Project Management and Service Management

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

More information

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing

More information

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful

More information

ITIL V3 Foundation Certification - Sample Exam 1

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

More information

Wilhelmenia Ravenell IT Manager Eli Lilly and Company

Wilhelmenia Ravenell IT Manager Eli Lilly and Company Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience

More information

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

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

More information

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 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

More information

IT Service Management. The Role of Service Request Management

IT Service Management. The Role of Service Request Management RL Consulting IT Service Management The Role of Service Request Management Prepared by: Rick Leopoldi June 1, 2007 Copyright 2001-2007. All rights reserved. Duplication of this document or extraction of

More information

EMA Service Catalog Assessment Service

EMA Service Catalog Assessment Service MORE INFORMATION: To learn more about the EMA Service Catalog, please contact the EMA Business Development team at +1.303.543.9500 or enterpriseit@enterprisemanagement.com The IT Service Catalog Aligning

More information

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? 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

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions

ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions Page 1 of 15 Sample ITIL version 3 Foundation Examination Instructions 40 questions should be attempted. There are no trick questions. You have 60 minutes to complete this paper. Candidates sitting the

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

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

More information

ITIL V3 SYLLABUS. About the Topic

ITIL V3 SYLLABUS. About the Topic About the Topic ITIL v3: Achieving Foundation Certification The Information Technology Infrastructure Library (ITIL) is a set of concepts and policies for managing information technology (IT) infrastructure,

More information

ITIL The Basics. Contents

ITIL The Basics. Contents ITIL The Basics Contents What is ITIL and what are its origins?... 1 Services and Service Management... 2 Service Providers... 3 Stakeholders in Service Management... 3 Utility and Warranty... 4 Best Practices

More information

_experience the commitment TM. Seek service, not just servers

_experience the commitment TM. Seek service, not just servers The complete cloud Creating and preserving cloud savings, security and service quality transition planning and service management ABOUT THIS PAPER Creating and preserving cloud infrastructure savings,

More information

The ITIL v.3. Foundation Examination

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.

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

The Good, the Bad and the Ugly of Implementing Service Management

The Good, the Bad and the Ugly of Implementing Service Management Service Management The Good, the Bad and the Ugly of Implementing Service Management Date: April 2013 Prepared by: Alex Hernandez, ITIL Master and Fellow in Service Management Content 1. The Bad and Ugly

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success

Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Table of Contents Abstract............................................ 3 CRM Drivers and Benefits............................. 4

More information

Service Transition and Support: A CA Service Management Process Map

Service Transition and Support: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE TRANSITION AND SUPPORT Service Transition and Support: A CA Service Process Map JUNE 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1:

More information

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management

Understanding ITIL Service Portfolio Management and the Service Catalog. An approach for implementing effective service lifecycle management best practices WHITE PAPER Understanding ITIL Service Portfolio Management and the Service Catalog An approach for implementing effective service lifecycle management Table of Contents Executive Summary...1

More information

SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View

SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View The Business of IT Provisioning Bill Irvine Transformation Strategist, Accelerate Innovation, VMware billirvine@comcast.net Session

More information

The ITIL v.3 Foundation Examination

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.

More information

Domain 1 The Process of Auditing Information Systems

Domain 1 The Process of Auditing Information Systems Certified Information Systems Auditor (CISA ) Certification Course Description Our 5-day ISACA Certified Information Systems Auditor (CISA) training course equips information professionals with the knowledge

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

ITIL: Managing Across the Lifecycle

ITIL: Managing Across the Lifecycle ITIL: Managing Across the Lifecycle Course Introduction Course Introduction Chapter 01 - Course Introduction Lesson: Course Organization Welcome to the Course! Mentoring Community Introductions Why Are

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

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

More information

CA Service Desk On-Demand

CA Service Desk On-Demand PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.

More information

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management

More information

Advanced Topics for TOGAF Integrated Management Framework

Advanced Topics for TOGAF Integrated Management Framework Instructor: Robert Weisman MSc, PEng, PMP CD Robert.weisman@buildthevision.ca Advanced Topics for TOGAF Integrated Management Framework ROBERT WEISMAN CEO BUILD THE VISION, INC. WWW.BUILDTHEVISION.CA EMAIL:

More information

Cisco Video Surveillance Services

Cisco Video Surveillance Services Cisco Video Surveillance Services Accelerate the deployment of your flexible, scaleable video surveillance solution while lowering operating costs and managing risk CHALLENGE To access surveillance video

More information

Applying a Life Cycle Framework to Implementing a Governance Model

Applying a Life Cycle Framework to Implementing a Governance Model PMI Virtual Library 2011 Eric M. Pratt Applying a Life Cycle to Implementing a Governance Model By Eric M. Pratt, PMP Executive Summary Governance implementation is a unique endeavor, which must be properly

More information

ITIL v3 Process Cheat Sheets

ITIL v3 Process Cheat Sheets CEB Infrastructure Leadership Council ITIL v3 Process Cheat Sheets 2014 CEB. All rights reserved. IEC8051414SYN 1 ITIL v3 Process Cheat Sheets The ITIL v3 process cheat sheets include a definition, description

More information

Sample Exam. IT Service Management Foundation based on ISO/IEC 20000

Sample Exam. IT Service Management Foundation based on ISO/IEC 20000 Sample Exam IT Service Management Foundation based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored

More information

The ITIL Foundation Examination

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

More information

Appendix A-2 Generic Job Titles for respective categories

Appendix A-2 Generic Job Titles for respective categories Appendix A-2 for respective categories A2.1 Job Category Software Engineering/Software Development Competency Level Master 1. Participate in the strategic management of software development. 2. Provide

More information

RUNNING HEAD: ITIL V3 IMPROVES INFORMATION SECURITY MANAGEMENT

RUNNING HEAD: ITIL V3 IMPROVES INFORMATION SECURITY MANAGEMENT ITIL v3 Improves 1 RUNNING HEAD: ITIL V3 IMPROVES INFORMATION SECURITY MANAGEMENT ITIL V3 Improves Information Security Management Ginger Taylor East Carolina University ICTN 6823 ITIL v3 Improves 2 Abstract

More information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

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,

More information

Introduction to ITIL: A Framework for IT Service Management

Introduction to ITIL: A Framework for IT Service Management Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C

More information

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 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

More information

IT Risk Management Life Cycle and enabling it with GRC Technology. 21 March 2013

IT Risk Management Life Cycle and enabling it with GRC Technology. 21 March 2013 IT Risk Management Life Cycle and enabling it with GRC Technology 21 March 2013 Overview IT Risk management lifecycle What does technology enablement mean? Industry perspective Business drivers Trends

More information

Select the right configuration management database to establish a platform for effective service management.

Select the right configuration management database to establish a platform for effective service management. Service management solutions Buyer s guide: purchasing criteria Select the right configuration management database to establish a platform for effective service management. All business activities rely

More information

Course: Information Security Management in e-governance. Day 1. Session 3: Models and Frameworks for Information Security Management

Course: Information Security Management in e-governance. Day 1. Session 3: Models and Frameworks for Information Security Management Course: Information Security Management in e-governance Day 1 Session 3: Models and Frameworks for Information Security Management Agenda Introduction to Enterprise Security framework Overview of security

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

A Quick Overview of ITIL

A Quick Overview of ITIL A Quick Overview of ITIL John Shade CERN CERN - IT Department WLCG Collaboration Workshop 21-25 April 2008 What is ITIL? IT Infrastructure Library Best practices for supplying IT services Description of

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

Department of Finance and Deregulation 2011/004 Portfolio Panels for IT Services ATTACHMENT A

Department of Finance and Deregulation 2011/004 Portfolio Panels for IT Services ATTACHMENT A 2011/004 Portfolio Panels for IT Services Definition of IT Services The definition for IT Services supports the Portfolio Panel Policy and reflects the Victorian eservices model. Key Service Category Management

More information

Business Analysis Capability Assessment

Business Analysis Capability Assessment Overview The Business Analysis Capabilities Assessment is a framework for evaluating the current state of an organization s ability to execute a business automation effort from and end-to-end perspective..

More information

ITIL Foundation for IT Service Management 2011 Edition

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

More information

Top 10 Success Considerations for ITSM Programs

Top 10 Success Considerations for ITSM Programs Top 10 Success Considerations for ITSM Programs A For ITSM Program Success Date : April 2013 Author : Troy DuMoulin The First Step So you have taken the ITIL Foundations course and possibly even one or

More information

BoxTone Mobile User Management with ITIL and ITSM

BoxTone Mobile User Management with ITIL and ITSM White Paper BoxTone Mobile User Management with ITIL and ITSM Summary Today, many organizations are shifting their IT focus from day-to-day technical operation of back-office infrastructure to delivering

More information

ITSM. Maturity Assessment

ITSM. Maturity Assessment ITSM 2012 Maturity Assessment Table of Contents Introduction... 2 What is ITSM?... 2 What is ITIL... 2 Is ITS doing ITSM today?... 3 Where is ITS in relation to ITIL best practices?... 3 Readiness and

More information

Calculating ITIL ROI

Calculating ITIL ROI UNIVERSITY OF MIAMI Calculating ITIL ROI Issues and Case Study Results Doug Tyre 1/20/2012 dtyre@miami.edu @dougtyre Calculating ROI for ITIL implementations is notoriously difficult. However, some companies

More information

ROI VOI Feasibility Analysis

ROI VOI Feasibility Analysis ROI VOI Feasibility Analysis Pink Elephant White Paper PinkLink November 2006 Table Of Contents 1 VOI vs ROI... 3 2 VOI & The ITIL Business Case... 4 2.1 Why ROI/VOI & IT Governance... 4 3 Project Initiation...

More information

Practical IT Service Management: Rapid ITIL Without Compromise

Practical IT Service Management: Rapid ITIL Without Compromise W H I T E P A P E R Practical IT Service : Rapid ITIL Without Compromise John Custy IT Service Consultant and Managing Consutant JPC Group Executive Summary All businesses face challenges providing the

More information

Cost Reduction and Cost Containment Initiatives: Not an All or Nothing Value Proposition By Gary Friedman, President, Cost Containment Specialists

Cost Reduction and Cost Containment Initiatives: Not an All or Nothing Value Proposition By Gary Friedman, President, Cost Containment Specialists 1 Cost Reduction and Cost Containment Initiatives: Not an All or Nothing Value Proposition By Gary Friedman, President, Cost Containment Specialists Troubling economic times require attention to the basics:

More information

Position Summary Goals and Worker Activities 40% A. Manage the Data Center Planning and Operations Section.

Position Summary Goals and Worker Activities 40% A. Manage the Data Center Planning and Operations Section. Position Description Department of Administration, Division of Enterprise Technology Management Information Chief - 13530 Data Center Planning and Operations Section Chief Bureau of Infrastructure Support

More information

Executive Briefing Outsourcing your Enterprise Management Services - IT Challenge or Business Opportunity?

Executive Briefing Outsourcing your Enterprise Management Services - IT Challenge or Business Opportunity? Executive Briefing Outsourcing your Enterprise Management Services - IT Challenge or Business Opportunity? Contents Introduction Outsourcing Opportunities Challenges SAP Outsourcing Models Selecting the

More information

SERV SER ICE TRANSITION

SERV SER ICE TRANSITION SERVICE TRANSITION Service Transition Development and improvement of capabilities for transitioning new and changed services into operations SOURCE: ITIL Service Transition Publication, p. 6 Service Transition

More information

ITIL v3 (Lecture III) Service Management as a Practice IT Operation

ITIL v3 (Lecture III) Service Management as a Practice IT Operation ITIL v3 (Lecture III) as a Practice IT Operation 1 Processes and Functions Application mgmt IT Operation mgmt Technical mgmt Functions Service Desk Availability mgmt Knowledge mgmt Service cont mgmt Evaluation

More information

IT Governance. What is it and how to audit it. 21 April 2009

IT Governance. What is it and how to audit it. 21 April 2009 What is it and how to audit it 21 April 2009 Agenda Can you define What are the key objectives of How should be structured Roles and responsibilities Key challenges and barriers Auditing Scope Test procedures

More information

White Paper. IT Service Management Process Maps. Select Your Route to ITIL Best Practice

White Paper. IT Service Management Process Maps. Select Your Route to ITIL Best Practice White Paper IT Service Process Maps Select Your Route to ITIL Best Practice Brian Johnson VP and WW ITIL Practice Manager, CA Inc. Nancy Hinich Solution Manager, Technical Services, CA Inc. Pete Waterhouse

More information

Best Practice ITIL (Information Technology Infrastructure Library)

Best Practice ITIL (Information Technology Infrastructure Library) Best Practice ITIL (Information Technology Infrastructure Library) To achieve G H Bank s overall objectives, the Information Technology Group must provide excellent cutting-edge IT services to all stakeholders

More information

MODULE CURRICULUM DOCUMENT

MODULE CURRICULUM DOCUMENT MODULE CURRICULUM DOCUMENT ITIL FOUNDATION (C383) Approved by: Boo Chong-han Director, School of Infocomm Date of Approval: 20 March 2015 Submitted by: Anne Tan Module Chair Effective Date: AY2015 Semester

More information

ADM The Architecture Development Method

ADM The Architecture Development Method ADM The Development Method P Preliminary Phase Preliminary Phase Determine the Capability desired by the organization: Review the organizational context for conducting enterprise architecture Identify

More information