ITIL V3 Overiview Introduction
- 1. IT Service Management (ITSM)Shafiq HamidDecember 2010
- 2. What is ITIL A best practice framework Drawn from both the public and private sectors internationally ITIL describes how IT resources should be organised to deliver business value ITIL Documents the processes, functions and roles of IT Service Management (ITSM)
- 3. Why ITILBest PracticeITIL practices represent the learning experiences and thought leadership of the world’s best in class service providers/organisationsTried & TestedOffers robust, mature and time-tested practices that have applicability to all types of service organizations
- 4. useful and relevant in public and private sectors.
- 5. Applicable to internal and external service providers, small, medium and large enterprise, and within any technical environmentNon-proprietaryPractices are applicable in any IT organization
- 6. Not based on any particular technology platform, or industry type.
- 7. Owned by the UK government and not tied to any commercial proprietary practice or solutionThe ITIL AdvantageReduce costs,
- 9. Improve IT department's services
- 12. Improve knowledge-management at a company-wide level. What is driving Service Management?
- 13. Evolution of Service Management
- 14. What is Service ManagementMonitoring and optimizing services to ensure the services meet expectations of the organisation and its stakeholders.
- 15. How is ITIL Organised5 Life-cycle Phases26 Processes4 Functions
- 16. 5 Lifecycle PhasesService StrategyService DesignService TransitionService OperationContinual Service Improvement (CSI)
- 28. Transition Planning and Support
- 30. Release and Deployment Management
- 31. Service Asset and Configuration Management
- 32. Service Validation and Testing
- 33. Evaluation
- 35. Event Management
- 42. Service Improvement (The Seven-step improvement Process)47753Service Strategy Service Design Service TransitionService Operation Continual Service Improvement
- 43. 4 FunctionsService DeskIT Operations ManagementTechnical ManagementApplication Management
- 44. Lifecycle Phases -- 1Service StrategyThis is where strategic objectives, overall directions, policies and plans are made. The key purpose of Service Strategy is to think about Why before How. Demand ManagementStrategy GenerationService Portfolio ManagementIT Financial ManagementWhat is going to be providedHow will we measure performance & productivityHow is ‘value’ perceived
- 45. Lifecycle Phases -- 2Service DesignWhere new or changed Services are designed. It is also where new or modified processes required to deliver the Services are created. Service Level Management (SLM)Service Catalogue ManagementCapacity ManagementAvailability ManagementService Continuity ManagementInformation Security ManagementSupplier ManagementGather business outcomesIdentify and manage risksService Quality
- 46. Lifecycle Phases -- 3Service TransitionThis phase is where new or changed services are Transitioned into live operations. Here Services and processes designed by Service Design are tested, evaluated, documented and prepared for releaseTransition Planning & SupportChange ManagementRelease and Deployment ManagementService Asset & Configuration ManagementService Validation & TestingEvaluationKnowledge ManagementStandardised ChangesTesting & Knowledge TransferEvaluation & Validation
- 47. Lifecycle Phases -- 4Service OperationPhase where the IT Services are supported and managed on a day-to-day basis. This is every live Service is delivered to the customer. Event ManagementIncident ManagementRequest FulfilmentProblem ManagementService Level Agreements (SLA)Manage TechnologyValue Delivery
- 48. Lifecycle Phases -- 5Continual Service Improvement (CSI)The purpose of CSI is to align and realign IT Services to the changing business needs, by improving the Services offered and the internal processes of the IT organization. MeasurementReportingImprovement
- 49. ITIL AccreditationsITIL MastersITIL ExpertMinimum 22 credits to achieve Expert levelManaging Across the Lifecycle15 Credits16 CreditsSS3SD3ST3SO3CSI3PP&O4SO&A4RC&V4OS&A4Service Lifecycle ModulesService Capability Modules2 CreditsFoundation for Service Management
Editor's Notes
- #2: The objective of this presentation is to give a basic, high-level ITIL V3 view to someone new to service management frameworks. The focus being:What is ITILWhy ITILThe ITIL AdvantageWhat is driving ITIL