An IT executive with over 25 years in the field A few companies I have worked for:

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1 Jerry Gitlitz

2 An IT executive with over 25 years in the field A few companies I have worked for: Chase Manhattan Bank IBM Goldman Sachs Bank of America I am ITIL, Six Sigma and CMM certified. Currently a Senior Vice President at Bank of America 2

3 ITIL is the abbreviation for the guideline IT Infrastructure Library, developed by CCTA, now the OGC (Office of Governance Commerce) in Norwich (England) developed on behalf of the British government. The main focus of the development was on mutual best practices for all British government data centers to ensure comparable services. Today ITIL is the worldwide de-facto-standard for service management and contains broad and publicly available professional documentation on how to plan, deliver and support IT service features. 3

4 From ITIL 1.0 to 3.0 In the beginning ITIL was a series of more than 40 manuals about IT service management consisting of 26 modules. This first large library is also known as ITIL 1.0. Between 2000 and 2004 due to the continuous service improvement and the adaption to the current situations in the IT environment ITIL 1.0 was modernized in a major release and combined into eight core manuals: ITIL 2.0. In the early summer of 2007 ITIL 3.0 was published. It established a completely new structure. In 2011 some minor revisions occurred and is now the current version: The current core publications are: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement 4 4

5 The current core publications are: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Service Strategy Strategy Mgt for IT Services Service Portfolio Mgt Demand Mgt Financial Mgt of IT Services Business Relationship Mgt 3 1 Service Transition Change Mgt Change Evaluation Project Mgt App Development Release & Deployment Mgt Service Validation & Test Service Asset & Config Mgt Knowledge Mgt 5 2 Service Design Design Coordination Service Catalog Mgt Service Level Mgt Risk Mgt Capacity Mgt Availability Mgt IT Service Continuity Mgt Info Sec Mgt Compliance Mgt Architecture Mgt Supplier Mgt 4 Service Operations Event Mgt Incident Mgt Request Mgt Access Mgt Problem Mgt IT Operations Control Facilities Mgt Application Mgt Tech Mgt Continuous Service Improvement Service Review Process Evaluation Definition of CSI Initiatives Monitoring of CSI Initiatives 5

6 The Service Strategy provides instructions on how to position and define services as strategic assets. This volume is actually the hub of the ITIL v3 core itself, and is a view of ITIL which aligns information technology and the business. From a triangular viewpoint of the ITIL core sets, it would be at the apex. The following topics are covered by this volume: Strategy and value planning Roles / responsibilities Planning and implementing service strategies Business planning and IT strategy linkage Challenges, risks and critical success factors. Time to market is killing us It helps focus upon understanding, and upon translating business strategy into IT strategy, as well as selection of the best practices for the particular industry in question. We need a server (cloud) hosting service 6

7 Service Mgt for IT Service Portfolio Management Demand Management Financial Management Business Relationship Management 7

8 The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself. As such, service design addresses: How a planned service solution interacts with the larger business and technical environments Service management systems required to support the service Processes which interact with the service, technology Supporting capabilities Supply chain required to support the planned service. Services are managed within the service catalogue. We need to offer a small, medium, large server 8

9 For the implementation of the design activities a comprehensive and integrated approach should be chosen. It has to include these five aspects: Design of the service solution including all agreed functional requirements, resources and capabilities. Design of the service portfolio for the management and the control of the services across the entire lifecycle. Design technology architectures, management architectures and systems management tools. Processes for design, implementation, operation and improvement of the services. Design of the measurement systems, methods and metrics for services, processes, architectures and underlying components. 9

10 10 10

11 Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management 11

12 Service Transition: Service transition, as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than "BAU" (business as usual). This area also covers topics such as managing changes to the "BAU" environment. Oct 1 is go live for our service offering! 12

13 Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation and Testing Change Evaluation Knowledge Management 13

14 The service operation manual describes practices for the management of the service operation. This includes instructions on the day to day effective and efficient delivery of the service. Additionally it includes support for the services in order to ensure the actual added value for the customer and consequently also for the service provider. Ultimately the strategic objectives are achieved in the day-to-day business through service operation, making this lifecycle the critical skill of the service provider. The manual contains instructions on how to maintain the service stability and allows for changes in the areas of design, scaling, scope and service level. Are we delivering the servers in the 7 days promised? 14

15 The decision as to whether to maintain the status quo or to approve changes is a constant conflict within the IT business operation. The service operation manual highlights the key areas of conflict and shows how the IT organization can identify at an early stage when it is tending towards extremes. The following four typical conflicts within service operation are examined: Internal IT viewpoint versus external customer viewpoint. Stability versus response capability in the event of a need for change. Service quality versus service costs. Reactive versus proactive. General Rule of thumb 80% of failures are caused by change! 15

16 Request Fulfillment Via Service Catalog Event Management Monitoring Incident Management Something failed, service restoral Problem Management Analysis, prevent reoccurrence Access Management 16

17 Service Desk Technical Management Application Management IT Operations Management 17

18 The continual service improvement manual (CSI) provides instructions in instrumentalized form for the creation and maintenance of customer added value in the form of improvements in the service design, introduction and operation. It combines principles, practices and methods of quality management, change management and process improvements in order to optimize the service quality. Demand is showing a need for a very small 1 cpu dev server with minimal storage and a 1 day turn around 18

19 The three-step certification model with foundation, intermediate and advanced levels is based on a credit point system and leads to the new qualification of ITIL Expert. This new certification structure provides for targeted training and certification in ITIL with topics compiled on an individual basis. The current certification models are also appropriate for use in further personal development. 19

20 20

21 Immediately improve your earning potential Open the door to more opportunities for career advancement Increase your job mobility and choices even in the face of a tough job market Reach not only your short-term job goals, but also position yourself for success in your long-term career Validate your knowledge and competence for potential employers and customers Connect with an elite community of certified peers which may lead to further opportunities and connections 21

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