Recognition Based CPIT(Service Management) Peter Miao, Chairman of itsmf (HK Chapter)

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1 Recognition Based CPIT(Service ) Peter Miao, Chairman of itsmf (HK Chapter)

2 ITIL (IT infrastructure library) is a widely accepted approach to IT Service (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. ISO/IEC is an international IT standard that allows companies to demonstrate excellence and prove best practice in IT management. The standard ensures companies can achieve evidence-based benchmarks to continuously improve their delivery of IT services. ISO/IEC was released in 2005 based on the ITIL best practice framework, and updated in The itsmf International is the only internationally recognized organization for IT Service professionals worldwide since It is not-for-profit and is aimed to continuously develop and promote IT Service "best practices", standards (ITILv3, ISO20000) and qualifications. As of today, there are 58 officially approved itsmf Chapters and 854 ISO Certified Organizations worldwide. Please go to for more information.

3 Founded in 2006 by our Founding Chairman Mr. HP Suen and a Group of Experienced ITSM Supporters Please go to for more information. Currently, we have 248 individual members and 292 corporate members from 24 organizations including CLP, Cathay, Jockey Club, PCCW, Wharf T&T, Bank of Communications, Deloitte, HKU, PolyU, CityU, OGCIO, HKHS, etc. We organize workshops, special interest groups, seminars, site visits, networking hours, annual conference for our members mostly with sponsorship from IT vendors providing ITSM tools and consultancy.

4 ISO/IEC Framework Requirements for a management system Planning & implementing service management responsibility Documentation requirements Competence, awareness & training Plan, Implement, Monitor, Improve (PDCA) Planning & implementing new or changed services Planning & implementing new or changed services Service Reporting Service Level Mgt Budgeting & Accounting for IT Service Service Delivery Processes Control Processes Configuration Change Capacity Mgt Service Continuity & Availability Mgt Security Mgt Release Processes Release Resolution Processes Incident Problem Relationship Processes Business Relationship Supplier

5 Incident & SR Problem & Change Real Example: Quantified Productivity Gains Since ISO20000 Certified in Trend of Tickets Business growth Major Systems Upgrade Windows 7 Upgrade Year Incident SR Problem Change 950+ Employees 1,250+ Employees

6 Quantified Productivity Gains Item % Critical Services Incident Tickets per month Service Request Tickets per month SR Resolution hours per year 164,004 45, Problem Tickets per month Change Tickets per month Number of Configuration Item CI (Relationship) 500 (817) 2,101 (1,710) Only 3 Failed Changes out of 300+ Changes in 2013

7 Roadmap for IT Professional Certification of Hong Kong Technology Industry 3 X 7 Generic Job Titles Matrix Competency Level Job Category Engineering / Development Project (IT) IT Architecture Service and Operation Security Master Engineering CPIT(QAM) IT Project Director CPIT(PD) IT Architect CPIT(SA) Service Operation (TBD) Security Content Senior Engineer CPIT(QAS) IT Project CPIT(PM) Senior IT Architect System Operation (TBD) Security CPIT(ISS) Content Practitioner Engineer Professional Assistant, IT Projects CPIT(APM) IT Architect CPIT(BA) CPIT(SOO) Practitioner Security Officer CPIT(InfoSec) Content Developer

8 ITIL v3 Qualification Scheme ITIL Master ITIL ITIL Expert 5 V3 s Bridge 5 Managing Across the Lifecycle 5 17 ITIL ITIL V2 s Practitioner Certificate Certificates SS SD ST SO CSI OSA PPO RCV SOA Lifecycle modules Capability modules V1 V2 12 Credits Required 2 ITIL v3 Foundation for Service 2 V3 Foundation Bridge 0.5 ITIL v2 Foundation Certificate 1.5

9 About Intermediate ITIL Certification Pass the exam and Get Certified! 12 hrs pre-study + 30 contact hrs of Training 2 to 4 years professional experience ITIL Foundation Certified

10 The ITIL Service Capability Process Map Release Control & Validation Operational Support & Analysis Service Offerings & Agreements Change Event Service Portfolio Release Incident Service Catalogue Service Assets and Configuration Service Validation & Testing Knowledge Request Fulfilment Service Level Planning Protection & Optimization Capacity Availability IT Service Continuity Problem Demand Security Access Supplier Demand Request Fulfilment Service Desk Financial

11 SOO is the first phase of the Recognition Framework of CPIT SMO Job category Job Category Competency Level Engineering / Development Project (IT) IT Architecture Service and Operation Security Master Engineering CPIT(QAM) IT Project Director CPIT(PD) IT Architect CPIT(SA) Service Operation Security Content Senior Engineer CPIT(QAS) IT Project CPIT(PM) Senior IT Architect System Operation Security CPIT(ISS) Content Practitioner Engineer Professional Assistant, IT Projects CPIT(APM) IT Architect CPIT(BA) System Operation Officer CPIT(SOO) Security Officer CPIT(InfoSec) Content Developer

12 Why RCV & OSA certification as requirements for CPIT/SOO? ITIL Capability Process Release Control & Validation Operational Support & Analysis Planning, Protection & Optimization Service Offering & Agreement 4.3 Competency Level - Practitioner CM RM SACM SVT KM RF EM IM RF PM ACM SD CAPM AVM ITSCM ISM DM SPM SCM SLM DM SUPM FM No. Job Description HKITPC Competency Use appropriate tools to monitor overall systems and network performance, utilization, availability, capacity, security and healthiness so that proactive actions can be taken to prevent or resolve problems. Maintain log- books or operating records per shift. Conduct shift handover to ensure un-completed changes and incidents are followed up by the incoming shift. Work in team and follow the procedures based on quality and established standard, to achieve effectiveness and efficiency in the delivery and support of service Provide prompt support to user on day to day operation problems on PCs, printers, office standard software, etc. 25 Take corrective action per documented procedures to handle incident, and escalate to supervisor if the incident is not fixed within predefined timeframe. 26 Communicate with support personnel and users on potential service outage, to carry out preventive maintenance, hardware installation, software 27 implementation, Handle calls service etc. desk and communications with users. ITSWOS201A ITSWOS406A ITSWOS413A ITSWOS420A ITSWOS302A ITSWOS405A ITSWOS418A ITSWOS304A ITSWOS305A ITSWOS410A ITSWOS308A ITSWOS303A ITSWOS411A ITSWOS307A ITSWOS421A ITSWOS403A ITSWOS423A ITSWOS306A ITSWOS301A

13 5 3 SS SD 3 ST3 SO3 CSI 3 OSA 4 PPO 4 RCV 4SOA How to get CPIT/SOO Certified? AD/HD/Undergraduate qualification in IT CPIT/SOO ITIL Master ITIL Expert Managing Across the Lifecycle Lifecycle modules Capability modules ITIL v3 Foundation for Service 2 2 V3 Foundation Bridge Certification in ITIL Foundation, RCV and OSA Intermediate qualification 2 years relevant working experience

14 What s next? Job Category Competency Level Engineering / Development Project (IT) IT Architecture Service and Operation Security Master Engineering CPIT(QAM) IT Project Director CPIT(PD) IT Architect CPIT(SA) Service Operation Security Content Senior Engineer CPIT(QAS) IT Project CPIT(PM) Senior IT Architect System Operation Security CPIT(ISS) Content Practitioner Engineer Professional Assistant, IT Projects CPIT(APM) IT Architect CPIT(BA) System Operation Officer CPIT(SOO) Security Officer CPIT(InfoSec) Content Developer

15 Thank You

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