WHITE PAPER December, 2008
|
|
- Meghan Martin
- 8 years ago
- Views:
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 gsmith@g2sf.com. P a g e 8
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 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 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 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 informationService 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 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 informationThe 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 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 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 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 informationIs 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 informationISO 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 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 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 informationRoles 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 informationIntroduction. 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 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 information1 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 informationITIL: 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 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 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. 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 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 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 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 informationISSA 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 informationThe 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 informationMetrics 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 informationThe 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 information1 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 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 informationService 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 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 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 informationBMC 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 informationPractical 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 informationEND 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 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 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 informationSERV 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 informationProblem 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 informationEXIN 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 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 informationEMA 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 informationITSM 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 informationIT 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 informationProblem 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 informationROUTES TO VALUE. Business Service Management: How fast can you get there?
ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize
More informationITIL v3 (Lecture II) Service Management as a Practice
ITIL v3 (Lecture II) as a Practice 1 Processes Availability mgmt Knowledge mgmt Service cont mgmt Evaluation Supplier mgmt Validation & Testing Access mgmt Financial mgmt Info security mgmt Release & Deploy
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 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 informationSESSION 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 informationHow To Manage A Service 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 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 informationRUNNING 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 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 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 informationITIL 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 informationService Asset & Configuration Management PinkVERIFY
-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to
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 information1. INCIDENT MANAGEMENT
1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created
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 informationBased on 2008 Survey of 255 Non-IT CEOs/Executives
Based on 2008 Survey of 255 Non-IT CEOs/Executives > 50% Ranked ITG as very important > 75% of businesses consider ITG to be an integral part of enterprise governance, but the overall maturity level is
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 informationCA 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 informationNEEDS BASED PLANNING FOR IT DISASTER RECOVERY
The Define/Align/Approve Reference Series NEEDS BASED PLANNING FOR IT DISASTER RECOVERY Disaster recovery planning is essential it s also expensive. That s why every step taken and dollar spent must be
More informationWhite Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.
White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed
More informationSoftware Asset Management (SAM) and ITIL Service Management - together driving efficiency
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda
More informationUnderstanding 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 informationITIL - QUICK REFERENCE GUIDE
http://www.tutorialspoint.com/itil/itil_quick_guide.htm ITIL - QUICK REFERENCE GUIDE Copyright tutorialspoint.com ITIL Overview ITIL is a framework providing best practice guidelines on all aspects of
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationThe 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 informationYour Software Quality is Our Business. INDEPENDENT VERIFICATION AND VALIDATION (IV&V) WHITE PAPER Prepared by Adnet, Inc.
INDEPENDENT VERIFICATION AND VALIDATION (IV&V) WHITE PAPER Prepared by Adnet, Inc. February 2013 1 Executive Summary Adnet is pleased to provide this white paper, describing our approach to performing
More informationService Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0
Service Support Configuration Management ITIL Configuration Management - 1 Goals of Configuration Management The goals of Configuration Management are to: Account for all the IT assets and configurations
More informationCisco Network Optimization Service
Service Data Sheet Cisco Network Optimization Service Optimize your network for borderless business evolution and innovation using Cisco expertise and leading practices. New Expanded Smart Analytics Offerings
More informationIT Financial Management and Cost Recovery
WHITE PAPER November 2010 IT Financial Management and Cost Recovery Patricia Genetin Sr. Principal Consultant/CA Technical Sales David Messineo Sr. Services Architect/CA Services Table of Contents Executive
More informationRelease and Deployment Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: RELEASE AND DEPLOYMENT MANAGEMENT Release and Deployment : A CA Service Process Map JULY 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
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 informationSupporting and Extending the IT Infrastructure Library (ITIL)
Supporting and Extending the IT Infrastructure Library (ITIL) White Paper May 6, 2004 2004 Altiris Inc. All rights reserved. ABOUT SYMANTEC Copyright 2008 Symantec Corporation. All rights reserved. Symantec,
More informationSelect 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 informationIT SERVICE MANAGEMENT POLICY MANUAL
IT SERVICE MANAGEMENT POLICY MANUAL Version - 1.0 SATYAM COMPUTER SERVICES LIMITED Satyam Infocity Unit 12, Plot No. 35/36 Hi-tech City layout Survey No. 64 Madhapur Hyderabad - 500 081 Andhra Pradesh
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 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 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 informationThe HP IT Service Management (ITSM) Reference Model
The HP IT Service Management (ITSM) Reference Model A model for successfully providing and managing IT services Executive summary... 2 Transforming IT through IT Service Management... 2 The need for a
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 informationITIL 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 informationWhat Every Project Manager should know about ITIL s Service Lifecycle Framework. Daniel Cayouette PMP - daniel@cayouette.
What Every Project Manager should know about ITIL s Lifecycle Framework Daniel Cayouette PMP - daniel@cayouette.com Sept 19, 2009 1 Presentation Objectives This presentation will provide a high-level view
More informationThe multisourcing approach to IT consolidation
Experience the commitment WHITE PAPER The multisourcing approach to IT consolidation The proven commercial practice of multisourcing services integration can help state and local governments achieve IT
More informationROI 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 informationDomain 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 informationIT Service Management Vision and Strategy Summary / Roadmap
IT Service Vision and Strategy Summary / Roadmap Lyle Nevels, Deputy Chief Information Officer Presented at the One IT Summer Gathering August 13, 2014 University Profile and Mission The University of
More informationDepartment 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 informationCisco 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 informationISO20000: What it is and how it relates to ITIL v3
ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse
More informationITIL 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 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 informationGlobal Strategic Sourcing Services
where experience counts Global Strategic Sourcing Services Capabilities Overview Prepared For: Our Current and Future Valued Clients Our Strategic Sourcing Capabilities Sourcing Strategy Deciding whether
More informationPractical 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