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Presentation 'The Evolution of ITIL Service Management'


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  • 1. The evolution of ITIL ® Service Management
  • 2. Jane Clark Management Consultant Connect Sphere
  • 3. Why do Projects Fail? – BCG (’94/95)
    • Soft factors
      • Vision, culture, employee motivation, top-down v. participatory
    • Harder aspects - DICE
      • Duration
        • Short projects – total length
        • Long projects – time between formal reviews
      • Integrity
        • Project team’s ability to successfully complete the project on time
      • Commitment
        • Senior management
        • Local level
      • Effort
        • How much work does the change initiative require above the regular workload of the employee
  • 4. IT Service Management Framework Formal Standard (ISO/IEC20000 or local variant) ITIL, BSI Achieving ISO/IEC 20000 series Implementation & service improvement plans
    • Supplementary Material
    • ITIL Self Assessment Questionnaire
    • Managers Guide to Service Management (BIP 0005)
    • ITSM Self-assessment Workbook (BIP 0015)
    Part 1 Specification Part 2 Code of Practice Best Practices Policies, processes, procedures
  • 5. ITIL® V2 Books
  • 6. ITIL® Service Management IT Service Support IT Service Delivery Capacity IT Continuity IT Finance Availability Service Level Management Change Incident Release Problem Service Desk Configuration Users Customers
  • 7. ITIL® V3 – The Service Lifecycle
    • Business and IT integration
    • Measuring IT in business value outcomes
    • Global sourcing
    • Changing architectures - SOA, service virtualisation
    • Convergence of strategy, governance and management
    • Compliance and control
    • Complexity of services and systems
    • Balancing stability v. responsiveness
    • Predictive as well as proactive
  • 8. ITIL® V3 – The Structure Core Complementary Web Customised implementation Core Best Practice Guidance Support for particular market sector or technology Value added products, process maps, templates, studies
  • 9. ITIL® V3 Core Books Strategy Generation Strategy Implementation Value Networks Service Portfolio Mgmt, Financial Management, ROI Policy, Planning & Imp Five Aspects of Service Design Availability, Capacity, Continuity, Service Level Mgmt, Supplier Mgmt. Outsourcing Design Event, Request, Incident, Problem, Technology, Operations, Access, Monitoring & Control Change, Build and Test, Release & Deployment, Service Asset and Configuration, Knowledge Mgmt Measurement, Trends, Reporting & Analysis, Review, Assessment, SIP The Big Picture, Service Model Maps, Practice Basics, Getting Started
  • 10. V2 Service Manager 17 V3 Manager Bridge 5 ITIL Foundation for Service Management 2 credits 15Credits 3 3 3 3 3 16 Credits Managing through the Lifecycle 5 5 ITIL Diploma Achieved Advanced SM Professional Diploma V2 Foundation Certificate V3 Bridge V3 Bridge
  • 11. Jane Clark Connect Sphere Business & Technology Centre Bessemer Drive Herts. SG1 2DX Tel: +44 (0)845 838 2345 Fax: +44 (0)845 838 2346 [email_address]