ITIL v3 Foundation -Overview. Eric Foust, PMP, ITIL

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1 ITIL v3 Foundation -Overview Eric Foust, PMP, ITIL

2 About Me 15 years of experience in instructional design and training delivery 6 years of progressive project and program management experience Successfully implemented ISO and CMMI Level 3 programs Eric Foust, PMP, ITIL Instructor, Off Peak Training 2

3 About Us At Off Peak Training our goal is to have our clients pass the exam the first time. Our mission is to ensure that they have the tools they need to learn in a structured environment, with interactive lessons, maximizing their learning potential in a minimal amount of time at their convenience. Local Virginia companyspecializing in, IT service management, project management, and IT security training. Serving the Washington DC / metro area. Registered Education Provider 3

4 Poll Question Why are you here today? 4

5 ITIL Foundation Learn IT best practices to align people, process, and technology Value Learn reliable processes for managing IT risks and security events Learn how to define, implement, monitor, and assure repeatable IT management objectives and processes Learn how to align IT services with current and future needs of business 5

6 Certification Schema Foundation Level Intermediate Level - divided into two streams: Lifecycle and Capability Lifecycle Modules Capability Modules Expert Level - The Managing Across the Lifecycle Master Level 6

7 Foundation Exam Requires comprehension of: service management as a practice service lifecycle key principles and terms service models 40 multiple choice questions 1 hour to complete exam 7

8 Exam Resources ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL (approx. $16) Passing Your ITIL Foundation Exam -The ITIL Foundation Study Aid (2nd Edition) (approx. $32) practice.com/publications-library/it- Service-Management-ITIL/ 8

9 Poll Question Are you PMP certified? 9

10 The ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continuous Service Improvement 10

11 Service Strategy Key Objectives of Service Strategy: Decide what services to offer Determine who are the users of the services Define the quality metrics used to measure service performance Decide where to invest funding and resources Decide how to share funding and resources among the services offered money, people, equipment, and processes are often shared across services 11

12 Service Strategy Major Processes: Service Portfolio Service Pipeline Service Catalogue Financial Management Demand Management 12

13 Service Design Key Objectives of Service Design: Design services to support business objectives and create business value Reduce Total Cost of Ownership (TCO) Improve quality and consistency of service Better alignment of services to other services and to the needs of the business Improved information for better decision making Establish effective and efficient processes to design, transition, operate, and improve services Identify and manage or mitigate risks Create metrics and measurements to assess the services you are providing Design secure and durable IT infrastructure 13

14 Service Design Major Processes: Service Level Management Service Catalogue Management Availability Management Information Security Management Supplier Management Capacity Management IT Service Continuity Management 14

15 Service Transition Key Objectives of Service Transition: Plan and manage resources that support new or changed services Achieve estimated time, cost, and quality targets Minimize the impact of changes to the live environment Maximize customer satisfaction of service delivery Develop concise and detailed plans for future business use 15

16 Service Transition Major Processes: Change Management Definitive Media Library (DML) Service Asset and Configuration Management ITSMS Information Storage: Configuration Management Database (CMDB) Configuration Management System (CMS) Service Knowledge Management System (SKMS) Release and Deployment Management 16

17 Service Operation Key objectives of Service Operation: Meet or exceed Service Level Agreements (SLAs) agreed upon with the business units supported by the service Manage the daily operational activities and processes Monitor the service performance at planned intervals Manage the technology supporting the IT service Collect and report on defined metric data at planned intervals 17

18 Service Operation Major Processes: Incident Management Event Management Request Fulfillment Access Management Problem Management 18

19 Continuous Service Key objectives of Continual Service Improvement: Improvement Review and analyze processes to provide recommendations for improvement of each phase of the lifecycle Increase the cost effectiveness of delivering IT services Review and analyze operational metrics to identify and execute activities to improve service quality 19

20 Key Concepts: Continuous Service Improvement Seven Step Improvement Process Metric Types Continual Service Improvement Model Reasons for Measurement Why Baselines are Critical to CSI Role of Governance 20

21 Poll Question What percentage of your job function is related to IT services? 21

22 Key Concepts Know which processes belong to a particular phase Know the key terms for each of the lifecycle phases Know the process owner for each major process Understand incident vs. problem management Understand the differences between service portfolio, service pipeline, and service catalogue 22

23 Training Save $800 off our next ITIL Foundation training class ITIL Foundation Tuesday and Wednesday February 22 nd and 23 rd (14 Contact Hours) - Dulles ITIL Foundation Saturday and Sunday March 12 th & 13 th (14 Contact Hours) -Bethesda Use promocode: ITILWEB02 expires February 11 th (Midnight) Other Upcoming Off Peak Training Classes CISSP (Off Peak Training) Nights and Weekends -Monday through Sunday -Feb Dulles PMI-SP (Weekend) Saturday and Sunday -February 12 & 13 -Dulles PMP (5 Day Bootcamp) Monday through Friday -February Arlington 23

24 Contact or Follow Us Contact: Freedom Drive Suite 1300 Reston VA Follow Us:

25 Q / A Thank you! Questions? 25