ITIL: What it is What it Can Do For You V2.1
|
|
- Ariel Craig
- 8 years ago
- Views:
Transcription
1 ITIL: What it is What it Can Do For You V2.1 Service Solution Company Facilitated by: Patrick Musto
2 Agenda Answer the questions what? and how? Historical Background Fundamental Principles 5 Lifecycle Phases Implementation Framework (bet they didn t tell you this!) 2
3 Quality Principles Fact or Fallacy? 1. Quality is expensive? 2. Quality control experts and inspectors can assure quality? 3. Defects are caused by workers? Who or what gets blamed when the process doesn t work? 3
4 Background Service Solution Company Understand and internalize the key fundamental and universal principles inherent in all quality systems. They should be second nature ; a part of who you are, as an individual or an organization Patrick Musto, Service Practitioner
5 Thoughts? This ITIL stuff is only 1. Agility getting in the (People way & Technology) of 2. Readiness delivering IT (People and Process) to my customers! (Anonymous) workshop participant We don t produce gadgets, we create services. We want to make money when people use our devices, not when they buy them. (Not so anonymous) Jeff Bezos, Amazon ESSENTIALLY ITIL IS ABOUT ORGANIZATIONAL 3. Service Alignment (Cultural Alignment) (adapted from CIO Magazine) 5
6 ITIL Evolution Operational and Tactical Focus Strategy and Business Integration Focus 1980 s GITIM Library of 40 Books V2 2 Books SS, SD 11 Processes, 1 Function V3 5 Books 5 Phases 23 Processes, 4 Functions V3 Update 5 Books 5 Phases 26 Processes 4 Functions Central Compute and Telecommunications Agency (CCTA) Office of Government Commerce (OGC) Assortment of Processes Lifecycle Approach Capita & UK Govt. Joint Venture for ITIL & Prince2 GITIM: Government Information Technology Infrastructure 6
7 V2: 2001 Service Support Service Delivery Focus Day to day Planning/longer term S.P.O.C Service Desk Service Level Mgmt Who User Paying Customer Main Focus Service Quality Value for Money ITIL Function Service Desk Data Center ITIL Processes Incident Mgt. Problem Mgt. Change Mgt. Release Mgt. Configuration Mgt. Service Level Mgt. Availability Mgt. Capacity Mgt. IT Service Mgt. Financial Mgt. 7
8 V3 & Refresh SERVICE SUPPORT Incident Problem Change Release Configuration SERVICE DELIVERY Service Level Financial Capacity IT Service Continuity Availability Security FUNCTION Service Desk the better a thing is, the cheaper it is to make Bill Knudsen, GM President Service Strategy Business Relationship Strategy Generation Demand Financial Service Portfolio Continual Service Improvement 7-Step Improvement Model CSI Approach Measurement & Reporting Service Operation Event Incident Request Access Problem Functions Service Desk Technology Application IT Operations Service Design Design Coordination Service Catalog Service Level Supplier Continuity Information Security Capacity Availability Service Transition Transition Planning & Support Validation & Testing Change Evaluation Knowledge Service Asset & Configuration Change Release & Deployment 8
9 Today ITIL is the most successful and widely adopted IT Service framework ITIL is not a standard ISO/IEC 20K provides the international standard for Service ITIL certifies people not organizations, not software/applications 9
10 Good Practice Best Practice Characteristics Generally publicly available Validated across a diverse set of environments Sources Public Domain (ITIL) Standards (ISO, CMMI, COBIT, PRINCE2, PMBOK) Proprietary (company specific) Good Practice Organization-specific bodies of knowledge Built upon standard, publicly available knowledge Proven to improve unique IT capabilities Good Practice is doing those things that have been shown to work
11 So What Is A Best Practice? 11
12 Fundamental Principles Service Solution Company Understand and internalize the key fundamental and universal principles inherent in all quality systems. They should be second nature ; a part of who you are, as an individual or an organization Patrick Musto, Service Practitioner
13 Leverage the Framework Case Study IT Service ITIL Framework Scope QMS ISO 9001 Criteria Mgt. Responsibility Resource Mgt. Product Realization Measurement, Analysis, Improvement Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Quality System Process Definition Process Dependencies Process Planning Process Operation Process Control Process Monitoring Process Measurement Process Improvement Process Documentation Quality Manual 13
14 Governance Pyramid Policy High-level guiding principle. Policy is written from a topdown perspective and is supported by standards and Critical Success Factor Policy Why Process Who, What, When, Where Sub-Process Procedure How Process May be decomposed into sub-processes as dictated by the needs of the organization and level of complexity Work Instructions Tool Specific 14
15 Organizational Readiness While ITIL provides some guidance on roles within an organization, it does not mandate an organizational structure. The ITIL processes interact throughout the organization. The one exception is the function of the Service Desk. System Incident Problem Change Release Storage Configuration Capacity Availability Financial Service Level Application Network Infrastructure Others ITIL Process cross organizational boundaries All organizations are involved in Service Processes must be understood throughout the organization to be effective Service concepts must be understood by all organizations IT Service Continuity
16 Organizational Agility Initiative Objectives and Goals Compliance issues must be defined Rationale must be clear Elevator Speech Governance Ownership Goals Policy KPIs Metrics Process Definition Objectives Ownership Measures Interfaces Policy Why Process Who, What, When, Where Sub-Process Procedure How Work Instructions Tool Specific Pre-Requisites to Automation 16
17 Service Strategy Service Solution Company May God have mercy upon my enemies, because I won't. General George S. Patton Jr.
18 Service Strategy Value Defined Service Strategy Business Relationship Strategy Generation Demand Financial Service Portfolio Position Service as an organizational capability Leverage Service as a strategic asset Set objectives for performance in meeting customer needs Provide for the alignment of Service and business strategies Think about the why! Define market Develop Offerings Develop Strategic Assets Prepare Execution 18
19 Grain Local Corn, Rye, Barley Water Unique Limestone Cave Spring Trees Charcoal, Barrels Labor Skilled, Local Transportation Lynchburg Hwy (55) & 24 19
20 Service Design Service Solution Company Stress the little things because little things lead to big things. Steve Alford, basketball coach
21 Service Design Value Designed Service Design Design Coordination Service Catalog Service Level Supplier Continuity Information Security Capacity Availability Service design and development Convert strategy into a portfolio of services Design of new services Changes to existing services Meet current and future needs IT Services Design Architectures Processes Policies Documentation 21
22 Service Alignment Service Provider Model External Customer(s) Customer User-User-User ENTERPRISE Customer User-User-User Customer User-User-User SLA SLA Service Provider AVAILABILITY OLA IT Support Service Desk-Systems-Network-Software Support RELIABILITY MAINTAINABILITY UC SERVICEABILITY Vendor 22
23 Service Transition Service Solution Company Change is not made without inconvenience, even from worse to better. Richard Hooker, theologian
24 Service Transition Value Transitioned Service Transition Transition Planning & Support Validation & Testing Change Evaluation Knowledge Service Asset & Configuration Change Release & Deployment Plan capability and resources to transition into production Move services into production Minimize risk during transition through structured, rigorous and consistent transition Focus on transitioning the strategic requirements of the design into production Adapt to Environment Align with Business Ensure Capability to Operate within Design Considerations 24
25 Dilemma How Bad Is It - Really? Case Study Emergency Change Should be an exception, is widely and well executed, suggesting a high volume of such changes which potentially introduce significant risk of change failure, service disruption. Change Processes by Quadrant Quality of Execution Clear Closure Criteria (success and failure criteria) Closure and communications are essential for stakeholders knowledge, appropriate reviews, confirmation of success, documentation of any ancillary effects, completion on time and within cost constraints. S c o p e Registration, Planning, Approval Directly impact business alignment, cost, change success, workload, and resource utilization fall in the lower quadrant.. Refinement will streamline Change while bringing visibility to the coordination of all changes Registration 5.0 Appl-Implement 2.0 Planning 6.0 Plan-Closure 3.0 Approval 7.0 Emer-Implement 4.0 Infra-Implement 8.0 Emer-Close 25
26 Service Operation Service Solution Company "I'm astounded by people who want to 'know' the universe when it's hard enough to find your way around Chinatown. Woody Allen
27 Service Operation Value Realized Service Operation Event Incident Request Access Problem Functions Service Desk Technology Application IT Operations Ensure effectiveness and efficiency in the delivery of services See that strategic objectives realized and value is delivered Provide stability through proactive, reactive control Execution of Activities Deliver Services Support Services 27
28 Dilemma Empowered Service Desk Notification First Call Resolution? Hierarchical Escalation Functional Escalation 28
29 Continual Service Improvement Service Solution Company Whenever an individual or a business decides that success has been attained, progress stops. Thomas J. Watson, executive
30 Continual Service Improvement Value Continually Aligned Continual Service Improvement 7-Step Improvement Model PDCA CSI Approach Measurement & Reporting Maintaining value for customers Leverage quality management principles to address: Service quality Operational efficiency Business continuity Provide a closed-loop improvement methodology of PDCA Align Realign Continuously Across ITSM Services - Processes 30
31 Maturity Level Deming Cycle W Edwards Deming Statistician Define Current Define Desired Gather Data Process Data Analyze Data Determine Action - Execute W. Edwards Deming is best known for his philosophy of continual improvement and development of 14 points of attention to managers. Walter A. Shewhart Physicist, Engineer, Statistician A process SYSTEMS-LED led approach underpins the concepts in the Deming Cycle to provide a mechanism for continual improvement. Plan Plan Improvement including goals for improvement and gap analysis (PROJECT PLAN) Do Implement, funding, R&R (PROJECT) Check Monitor, measure, review; Continuous quality control and consolidation report against plans; assessments (AUDIT) ACT CHECK PLAN DO Plan Do Check Act Project Plan Project Audit New Actions Act Continual improvement (NEW ACTIONS) Time Scale Business IT Alignment Effective Quality Improvement Consolidation of the level reached i.e. Baseline Think System seeing things holistically and how interdependencies interact
32 Implementation Framework Service Solution Company Information is not knowledge. Albert Einstein
33 Roadmap
34 Summary Best Practice Framework Nothing New Based on Solid Quality Principles 5 Lifecycle Phases in 5 Volumes (books) Promotes Planning to Design, Deliver, Support & Improve on value Success Demands Organizational Commitment Misconceptions 34
35 Questions "We invented words. We'll tell you how they're suppose to sound." John Oliver, The Daily Show 35
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 informationTutorial: Towards better managed Grids. IT Service Management best practices based on ITIL
Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The
More informationITIL: 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 informationHow To Compare Itil To Togaf
ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service
More informationITIL 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
More informationStorage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy
Storage Management Within the NEW ITIL Version 3 Context Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Why ITIL? Total dependence on Information Technology Need to deal with complexity
More informationBRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper
BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,
More informationService Management. A framework for providing worlds class IT services
Service Management A framework for providing worlds class IT services Barry Corless MISM Slide - 1 Copyright Remarc Technologies Ltd, 2007 These course notes were produced by Remarc Service Management,
More informationFrameworks for IT Management
Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure
More informationITSM 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 informationIntroduction: ITIL Version 3 and the ITIL Process Map V3
Introduction: ITIL Version 3 and the ITIL Process Map V3 IT Process Maps www.it-processmaps.com IT Process Know-How out of a Box IT Process Maps GbR, 2009-2 - Contents HISTORY OF ITIL... 4 The Beginnings...
More informationIntegrating 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 informationITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT
ITIL V3 AND THE SERVICE LIFECYCLE PART I THE MISSING COMPONENT PLANVIEW INC. BACKGROUND IT departments continually have tremendous demands placed on them to manage new initiatives, projects, incidents,
More informationITIL's IT Service Lifecycle - The Five New Silos of IT
The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its
More informationService 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
More informationSan 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 informationISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor
ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management
More informationWHITE PAPER December, 2008
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
More informationContents. viii. 4 Service Design processes 57. List of figures. List of tables. OGC s foreword. Chief Architect s foreword. Preface.
iii Contents List of figures List of tables OGC s foreword Chief Architect s foreword Preface Acknowledgements v vii viii 1 Introduction 1 1.1 Overview 4 1.2 Context 4 1.3 Purpose 8 1.4 Usage 8 2 Management
More informationAn Implementation Roadmap
An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East
More informationIT Organisation in Change
IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?
More informationDetermining 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 informationJohn Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes
John Kacmarynski TLG Learning ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and es What is not defined cannot be controlled What is not controlled cannot be measured
More informationProject 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 informationEnterprise 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
More informationIT Service Management ITIL, COBIT
IT Service Management ITIL, COBIT Bülent Ekuklu Business Development Executive IBM Global Services Global Conditions are Changing 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Agriculture Manufacturing Service
More informationPreparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000
Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,
More informationThe 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 informationSITA Service Management Strategy Implementation. Presented by: SITA Service Management Centre
SITA Service Management Strategy Implementation Presented by: SITA Service Management Centre Contents What is a Service? What is Service Management? SITA Service Management Strategy Methodology Service
More informationITIL 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 informationThe 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 informationITIL Service Lifecycles and the Project Manager
1 ITIL Service Lifecycles and the Project Manager The intersection of IT Service and Project Delivery Presented to: Kansas City Mid-America PMI Chapter Mark Thomas January 17, 2011 1 Agenda 2 Introduction
More informationITIL V3 Service Lifecycle Key Inputs and Outputs
ITIL V3 Lifecycle & ITIL V3 Lifecycle Key 1 ITIL V3 Lifecycle & Use Material Complying with all applicable copyright laws is responsibility user No part this document may be reproduced, stored in or introduced
More informationThe 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 informationService Management Foundation
Management Foundation From Best Practice to Implementation 2008 IBM Corporation Agenda Management Foundation: - Fundamental building blocks for successful Management - ITIL v3: What s new in Operations
More informationHong 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
More informationEXIN.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 informationAPPLICATION OF INFORMATION TECHNOLOGY SERVICE MANAGEMENT WITHIN SELECTED LOGISTICS AND TRANSPORT SERVICES
Proceedings of the 13 th International Conference Reliability and Statistics in Transportation and Communication (RelStat 13), 16 19 October 2013, Riga, Latvia, p. 363 369. ISBN 978-9984-818-58-0 Transport
More informationMaximize the synergies between ITIL and DevOps
BEST PRACTICES WHITE PAPER Maximize the synergies between ITIL and DevOps By Anthony Orr, Director of Service Management, Office of the CTO, BMC Software TABLE OF CONTENTS EXECUTIVE SUMMARY...............................................
More informationAbout this guide. 4 The syllabus requires knowledge of this topic. 4. 8 This is material that may be of interest to the reader but is
About this guide This guide provides a quick reference to the ITIL framework for good practice in. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable
More informationAn 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 informationThe Future of Best Practices in IT Service Management - ITIL Version 3 Explained
The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455 ITIL V3: The Processes Governance Processes: Service Measurement Service
More informationITIL 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 informationHP ITSM Assessment Services Helping you reach the levels of service your business requires
HP ITSM Assessment Services Helping you reach the levels of service your business requires HP ITSM Assessment Services are designed to help you achieve the IT service levels your business requires by reducing
More informationWhat 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
More informationPreparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000
Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied
More informationITIL. 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
More informationITIL: 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
More informationWhite 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 informationWhite 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 informationPreparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000
Preparation Guide EXIN IT Service Management Associate based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied
More informationWilhelmenia 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 informationICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen
ICTEC IT Services Issues 3.4.2008 IT Services? IT Services include (for example) Consulting, IT Strategy, IT Architecture, Process, Software Software development, deployment, maintenance, operation, Custom
More informationWhich 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 informationBest 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 informationITIL 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 informationAligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc.
Aligning CMMI & ITIL Where Am I and Which Way Do I Go? 2006 - cognence, inc. Agenda Where Am I? Current Situation Process Improvement Objectives How Do I Get There? CMMI ITIL Mapping, Commonalities, Differences
More informationCreating 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 informationITIL: Continual Service Improvement
Management of IT Environment (9) Riadenie IT prostredia ITIL: Continual Service Improvement Karol Furdík Department of Cybernetics and AI, FEI TU Košice 1 Outline } CSI - Continual Service Improvement
More informationTOGAF TOGAF & Major IT Frameworks, Architecting the Family
Fall 08 TOGAF TOGAF & Major IT Frameworks, Architecting the Family Date: February 2013 Prepared by: Danny Greefhorst, MSc., Director of ArchiXL TOGAF is a registered trademark of The Open Group. TOGAF
More informationTutorial on Service Level Management in e- Infrastructures State of the Art and Future Challenges. The FedSMProject Thomas Schaaf & Owen Appleton
Tutorial on Service Level Management in e- Infrastructures State of the Art and Future Challenges The FedSMProject Thomas Schaaf & Owen Appleton Contents IntroducCon Background: why ITSM in e- Infrastructure?
More informationINTERMEDIATE QUALIFICATION
PROFESSIONAL QUALIFICATION SCHEME INTERMEDIATE QUALIFICATION SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT CERTIFICATE SYLLABUS Page 2 of 18 Document owner The Official ITIL Accreditor Contents CONTINUAL
More informationKnowledge Management 101 Better Support Decisions, Faster
Knowledge Management 101 Better Support Decisions, Faster A Third Sky White Paper By Brian Florence, ITSM Senior Consultant for Third Sky, Inc. Third Sky, Inc. Introduction Information used to support
More informationEmploying ITSM in Value Added Service Provisioning
RL Consulting People Process Technology Organization Integration Employing ITSM in Value Added Service Provisioning Prepared by: Rick Leopoldi January 31, 2015 BACKGROUND Service provisioning can oftentimes
More informationApplying 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 informationThe 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 informationWHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services
Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services
More informationKevin Holland Public Sector Service Management Consultant @ITILspecialist. All copyrights acknowledged
Kevin Holland Public Sector Service Management Consultant @ITILspecialist All copyrights acknowledged My credentials 9.5 years as a Service Management Specialist for the in house Service Integrator of
More informationFoundation. 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 informationSolution brief. HP solutions for IT service management. Integration, automation, and the power of self-service IT
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
More informationHow 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
More informationITIL 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 informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationITIL 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)
More informationComplimentary Relationship Between ITIL and PMBOK
CSC NORTH AMERICAN PUBLIC SECTOR Complimentary Relationship Between ITIL and PMBOK August Chantilly Luncheon Linda Budiman, PMP ITIL Business Process Architect ITIL Service Manager, COBIT certified 8/20/2008
More informationTOGAF. TOGAF & Major IT Frameworks, Architecting the Family. by Danny Greefhorst, MSc., Director of ArchiXL. IT Governance and Strategy
TOGAF TOGAF & Major IT Frameworks, Architecting the Family by Danny Greefhorst, MSc., Director of ArchiXL TOGAF is a registered trademark of The Open Group. Copyright 2013 ITpreneurs. All rights reserved.
More informationInformation Technology Infrastructure Library (ITIL )
Information Technology Infrastructure Library (ITIL ) A Case Study on Incident Management February 8, 2006 Tim Shepich Principal, IT Management Consulting, Nouri Associates Inc. itsmf USA San Diego Local
More informationWhat s New In ITIL V3?
What s New In ITIL V3? George Spalding VP, Global Events Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices The ITIL Books (V2) T h e B u s i n e s s Planning To Implement Service
More informationITS Information Technology Infrastructure Library
ITS Information Technology Infrastructure Library Wed 5/20/09 Mt. Oxford 3rd Floor 8:30 am 10:30 am Piers McMahon VP, Principal Architect, CA Inc Abstract Information Technology Section: Jeff Schulkind,
More informationITIL 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 informationITIL and IT Operations Optimization
ITIL and IT Operations Optimization Ed Holub, Research VP 17 June 2009 Gartner Webinar Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written
More informationITIL Service Lifecycle Design
ITIL Service Lifecycle Design Course Details Course Code: Duration: Notes: ITILSL-Des 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based on
More informationImplement a unified approach to service quality management.
Service quality management solutions To support your business objectives Implement a unified approach to service quality management. Highlights Deliver high-quality software applications that meet functional
More informationAdvanced 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 informationIntroduction to ITIL for Project Managers
CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45
More informationCriticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3
Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Outline What is IT Service Management What is ISO 20000 Step by step implementation
More informationCourse # 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
More informationThe 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?..................................
More informationMODULE 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 informationAn IT executive with over 25 years in the field A few companies I have worked for:
Jerry Gitlitz 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
More informationITSM Reporting Services. Enterprise Service Management. Monthly Metric Report
ITSM Reporting Services Monthly Metric Report October 2011 Contents Introduction 3 Background 3 Purpose 3 Scope 3 AI6 Manage Change 4 Number of Changes Logged 4 Number of Emergency Changes Logged 4 Percentage
More informationHP 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 informationITSM 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 informationThe 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
More informationFree 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
More informationBenefits 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 informationThe 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 informationFermilab 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
More informationThe 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
More informationITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping
ITIL vs. ISO/IEC 20000: Similarities and Differences & Process Mapping White paper March 14, 2014 Scope of this document This document is intended for IT Professionals who are deciding on how to implement
More information