The Presentation talks about kick starting your ITSM Journey with ITIL Certification

1. www.edureka.co
View ITIL Foundation course details at www.edureka.co
Kick Starting your ITSM Journey with ITIL Certification
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2. At the end of this session, you will be able to understand:
 How do I become an ITSM Professional
 What are the required skills, competencies and certifications
 What is the landscape of ITSM Industry?
 How do I make career progression on ITSM
 What do you do now & Next Steps
 Questions and Answers
Objectives

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What is Service Management

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Infrastructure Management
Server Provisioning
Network Management
Virtual Environment Management
Security
Server Management
Storage Management
Monitoring, Alerting and Notifications

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Organizational Need

6. Skills for ITSM Professionals
Knowledge of Best Practice Frameworks
• Assessment, Design and Implementation
• Process and Tools Alignment
• ITSM trends & Organization Fitment
Soft Skills
• Communication, Facilitation
• Interpersonal and Culture orientation
• Customer Service
Leadership
• Takes Accountability & Ownership
• Leads change initiative
• Mentors & Provide Feedback

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What is ITIL ?
 IT Infrastructure Library
 Best Practice Framework
 Evolved from V1 to V3
 Focused on delivering superior customer service using streamlined processes
 Adopted widely across all Industries

8. ITIL Benefits
Credit – AXELOS.COM

9. ITSM Career Path
Credit – AXELOS.COM

10. ITIL Expert Certified Salary Snapshot
Source – Pay Scale.com

11. Taking the plunge
• Get understanding of Service & Customers
• How can you create consistent, repeatable
performance?
• Resources & Tools available
• Investing on your Certification
• Getting a coach/mentor with experience
• Joining the community ( itSMF, Back2ITSM,
AXELOS group)

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ITIL V3 Core Volumes
 Best Practice Framework
 Developed by OGC
 Currently running ITIL V3 2011
 5 Core Volumes
Exam – ITIL V3 Foundation
 ITIL V3 Intermediate
 ITIL V3 Expert
 ITIL V3 Master

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What are the ITIL Processes?
Service
Strategy
 Demand m.
 Financial m.
 Strategy Generation
 Service Portfolio
Management
Service Design
 Service Catalogue
m.
 Service Level m.
 Capacity m.
 Availability m.
 Service Continuity
m.
 Information
Security m.
 Supplier m.
Service
Transition
 Knowledge m.
 Change m.
 Asset and
Configuration m.
 Release and
Deployment m.
 Transition Planning
and Support
 Service Validation
and Testing
 Evaluation
Continual Service
Improvement
 Service Measurement
 Service Reporting
 Service Improvements
Service
Operation
 Incident m.
 Problem m.
 Event m.
 Request Fulfillment
 Access m.
 Operation m.
 Service Desk
 Application
 Technical m.
 IT Operations

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What is ITSM
IT service management (ITSM) refers to the entirety of activities
 Directed by policies
 Organized and structured in processes and
 Supporting procedures
These activities are performed by an organization or part of an organization to plan, deliver, operate and control
IT services offered to customers
It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is
performed by the IT service provider through an appropriate mix of people, process and information technology

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ISO/IEC 20000

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4 P’s of Service Management
People
Process
Products
Partners

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ITSM Landscape

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Sample Org Structure

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How is Certification Organized?

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Current Scheme of Certification

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Capability Streams
RCV OSA SOA PPO
 Change Management
 Release & Deployment
Management
 Service Validation and
Testing
 Service Asset &
Configuration
Management
 Knowledge
Management
 Request fulfillment
 Service Evaluation
 Event Management
 Incident Management
 Request Fulfillment
 Problem Management
 Access Management
 Service Desk
 Technical Management
 IT Operations
Management
 Application Management
 Service Portfolio
Management
 Service Catalogue
Management
 Service Level
Management
 Demand Management
 Supplier Management
 Financial Management
 Capacity Management
 Availability
Management
 IT Service Security
Management
 Information Security
Management
 Demand Management
 Challenges, Critical
Success Factors and
Risks

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What do you opt?
Capability Stream [V2 Practitioner
Course]
Lifecycle [Service Manager]
Emphasize on process relationship,
RACI and implementation consideration
Focuses on executing and
implementing a complete stage of
Service Lifecycle
More prescriptive and deep dive
includes inputs, activities, concepts,
metrics and output
Aimed for Consultants who will be
managing clients end-end
meant for those that work “in” the
processes and are responsible in
carrying out the daily activities
Covers broader Service Lifecycle

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Job Opportunities
 Process Owner
 Process Manger
 Process Consultant
 Tools Consultant
 Solution Architect
 Technical Writers
 Support Staff (FLS, SLS, TLS)
 Service Manager
 Service Owner
 Vendor Liaison

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What Matters?
Qualification and Experience
Business and
Professional
KNOW HOW??
Personal Skills
KNOW WHAT??
Network and
Contacts
KNOW WHO??
Attitude and Value
PERSONAL

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Community Building
itSMF USA ISO/IEC 20000
Special Interest Group
Back2ITSM – Facebook group
Groups and ITSM Profile updates

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 Module 1
» Service Management as Practice
 Module 2
» Service Strategy
 Module 3
» Service Design
Course Topics
 Module 4
» Service Transition
 Module 5
» Service Operation
 Module 6
» Continual Service Improvement

27. LIVE Online Class
Class Recording in LMS
24/7 Post Class Support
Module Wise Quiz
Project Work
Verifiable Certificate
How it Works