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v3 Update v3 Update v3 Update v3 Update Presentation Transcript

  • v3 Update Prepared for the NorCal ITSMF LIG by by Dick Szymanski, CEO, AmerIT Learning Corporation Dick Szymanski, CEO, AmerIT Learning Corporation July 10, 2007 July 10, 2007 © 2007 AmerIT Learning. All Rights Reserved.
  • To and Beyond ITIL ® Version 3  V3 Update Approach  What?  Why?  Who?  How?  Now:  New v3 Curriculum  New v3 Accreditation Scheme © 2007 AmerIT Learning. All Rights Reserved.
  • What?  Refresh of the ITIL® Framework  Catch up with the Times   Consistency  o o Terms o o Guidance o o Format   Examples, Case Studies, Templates   Benefits and Marketing  Relationships to other “Frameworks”   Remain “non-prescriptive” (Scaleable)   Certification Aids   Tool Selection Guidance  © 2007 AmerIT Learning. All Rights Reserved.
  • Why? “Best” become “Good Practices” Gaps America’s Role Critical Mass  Need  Opportunity  Commercial Timing © 2007 AmerIT Learning. All Rights Reserved.
  • Who? © 2007 AmerIT Learning. All Rights Reserved.
  • How?  Requirements  Global   Scalable   Early   Plan / Building / Test  World Class Resources   Collaborative Approach   Rigorous Control   “Implementation”  Phased   Not Disruptive   Global  © 2007 AmerIT Learning. All Rights Reserved.
  • New v3 Curriculum Five Books - Service Lifecycle Differences Highlighted Complementary to the Core © 2007 AmerIT Learning. All Rights Reserved.
  • Five Books – Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continuous Service Improvement © 2007 AmerIT Learning. All Rights Reserved.
  • Full Lifecycle View Requirements The business/customers Service Objectives from Strategy Resource & Requirements Policies constraints Strategies Service Design SDPs Standards Solution Architectures Designs Service Catalogue Service Portfolio Service Transition Tested SKMS Transition solutions Plans Service Operational Operation services Continual Service Improvement Improvement actions & plans ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. © 2007 AmerIT Learning. All Rights Reserved.
  • Service Strategy   Conceptualizing the set of services which help achieve the business objective   IT integrated not just aligned   Services as Strategic Assets   “Market” Perspective   Key Topics   Portfolio Mgt. o o Service Pipeline Service Pipeline o o Service Catalog Service Catalog o o Retired Services Retired Services   Strategy / Policy / Objectives   Utility   Warranty © 2007 AmerIT Learning. All Rights Reserved.
  • Service Design  Designingand developing Services and service management processes   Converting concepts into services and assets  Sourcing alternatives   Key Topics o o Service Level and Catalog Mgt. o o Supplier Mgt. o o Availability Mgt. o o IT Continuity Mgt. o o Information Security Mgt. © 2007 AmerIT Learning. All Rights Reserved.
  • Service Transition  Moving Design Services into the Live Environment   Infrastructure AND o o Organization change o o Culture change  Key Topics   Change Mgt.  Service Asset and Config Mgt.   Knowledge Mgt.   Release and Deployment Mgt.  © 2007 AmerIT Learning. All Rights Reserved.
  • Service Operation  Managing services daily during their productive life   Balancing Conflicts  Crossing Silos   Allowing the value to be delivered   Key topics   Service Desk  Technical, Application and IT  Operations Functions  Event, Request, Incident and  Problem Mgt. Processes © 2007 AmerIT Learning. All Rights Reserved.
  • Continuous Service Improvement  Creating and maintaining value through Continuous Improvement   Applies to all phases of Life cycle  Key Topics   PDCA  Seven Step Improvement  Process  Baselines, metrics, and  measurements  Service Level Mgt.  © 2007 AmerIT Learning. All Rights Reserved.
  • Differences Highlighted Service Reporting Service Measurement Seven Step Improvement Process Continual Service Improvement Knowledge Request Fulfillment Strategy Generation Supplier Management Management Management Service Catalog Demand Management Evaluation Event Management Management Service Portfolio Information Security Service Validation Access Management Management Management and Testing IT Service Continuity Transition Planning Financial Management Problem Management Management and Support Release and Capacity Management Incident Management Deployment Mgt. Availability Service Asset and Service Desk Management Configuration Mgt. IT Operations Service Level Management Change Management Management Application Management Technical Management Service Service Service Service Strategy Design Transition Operation © 2007 AmerIT Learning. All Rights Reserved.
  • New Elements  Service Lifecycle  Service Portfolios  Organizational Design  Supplier Management  Event Management  Access Management  Common Service Operation Activities © 2007 AmerIT Learning. All Rights Reserved.
  • Revised Elements  Information Security Management  Service Asset & Configuration Mgt.  Request Fulfillment  Monitoring & Control  Terminology changes  CMDB = CMS  DHL = DML  CAB EC = ECAB © 2007 AmerIT Learning. All Rights Reserved.
  • Complementary to the Core  Samples / Examples  Cross Reference to other Learning  Case Studies  Contributions from Industry  Quality Standards (Benchmarks)  Certification Aids  Rapid Expansion of Series © 2007 AmerIT Learning. All Rights Reserved.
  • New v3 Accreditation Scheme  Four Levels  Bridging and ITSM Diploma  What to do next? © 2007 AmerIT Learning. All Rights Reserved.
  • Four Levels  Foundations  Intermediate  Lifecycle  Capabilities  Advanced © 2007 AmerIT Learning. All Rights Reserved.
  • Bridging and ITSM Diploma © 2007 AmerIT Learning. All Rights Reserved.
  • Proposed Time Table  V3 Foundations Exam (June 13th)  Manager’s Bridging course (Q3 ‘07)  Foundation’s Bridging course (Q3 ‘07)  Intermediate Qualifications (Q4 ‘07)  Advanced Qualification (TBD) © 2007 AmerIT Learning. All Rights Reserved.
  • We Know   v3 Content is   MUCH larger in content volume MUCH larger in content volume   Far broader in scope – Life cycle Far broader in scope – Life cycle   Advanced concepts – “Best Practices” Advanced concepts – “Best Practices”   v3 accreditation is fresher than a …   No courses are accredited (really) No courses are accredited (really)   No real pilot classes or examinations No real pilot classes or examinations   Of 200ish exams – 50% pass rate to date Of 200ish exams – 50% pass rate to date   Many Future Targets Many Future Targets   v3 courses are more expensive   v2 content is   Retained IMBEDDED in v3 (some alteration) Retained IMBEDDED in v3 (some alteration)   Strongly process oriented Strongly process oriented   v2 certifications are:   Permanent Permanent   Available now Available now   Credits useful toward Diploma Credits useful toward Diploma © 2007 AmerIT Learning. All Rights Reserved.
  • Should you?  A) Get everyone immersed in v3 immediately – it’s better  B) Forget v3 – we have out hands full with v2 and are stretched as it is  C) Put all our newest efforts focus on v3, and maintain “legacy” on v2  D) Continue using v2 for the value it offers, gradually adding v3 in a selective and coordinated fashion© 2007 AmerIT Learning. All Rights Reserved.
  • AmerIT Learning Mission To provide the industry’s best value and top satisfaction in ITIL® education.  Dick Szymanski  916-608-0755  dick@ameritlearning.com  www.ameritlearning.com  Other “v3 Current” Websites:  www.best www.best-management-practice.com  www.itil www.itil-officialsite.com/home/home.asp © 2007 AmerIT Learning. All Rights Reserved.