ITIL V3 Foundations Chapter1

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This is the first chapter of my ITIL Foundations Training presentation.

This is the first chapter of my ITIL Foundations Training presentation.

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  • 1. ITIL V3 Foundations
    An Overview & Introduction
    Mark Brunner - 2009
  • 2. Chapter 1
    Introduction
  • 3. Presentation Purpose
    Fundamental understanding of :
    ITSM
    Information Technology Infrastructure Library
    Service Strategy
    Service Design
    Service Transition
    Service Operation
    Continual Service Improvement
  • 4. Business & Information Technology
    Information has become a value in itself
    IT aids existing Businesses by increasing efficiency and effectiveness
    IT enables new types of Business
  • 5. This Changing World
    Speed of Business increases
    Globalization and lower transaction costs redefine Business
    Business models are redefined
  • 6. What is Information Technology
    IT Changes meaning with context:
    IT as an "Organization''
    IT as a "Component''
    IT as a Service''
    IT as an "Asset''
  • 7. IT’s All About Services
    Definition of a Service:
    "Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.”
    “People want a quarter inch hole,
    not a quarter inch drill.”
    Professor T. Levitt,
    Harvard Business School
  • 8. Business Service A
    IT as ‘Biz’ Process Enabler
    Business Process 1
    Business Process 2
    Business Process 3
    Business Process 1
    Business Process 2
    Business Process 3
    Business Process 1
    Business Process 2
    Business Process 3
    IT Service X
    IT Service Y
    IT Assets & Resources
  • 9. Company
    Customers
    External Service Provider
    Corporate
    Business Unit A
    Business Unit B
    Shared Services Unit
    Internal Service Provider A
    Internal Service Provider B
  • 10. Business / IT Alignment
    Customers of IT require IT Services that continuously support their Business needs
    IT should be aware of rapid changes in Business
    Internal providers face possible outsourcing and must run their IT as a Business
  • 11. Governance
    Corporate Governance is the ethical behavior of directors or others in the creation and preservation of wealth for all stakeholders.
    (IT Governance Institute)
    Corporate Governance
    IT Governance
    Financial Governance
    Other Governance
    IT Governance is an integral part of corporate governance that ensures the organization’s IT sustains and extends the organization’s strategies and objectives.
    (IT Governance Institute)
  • 12. Adoption of Good Practice
    Business Requirements
    Dynamic Environment
    Sourcing Strategy
    Practice”
    “Good
    IT Service Provider
  • 13. Service Management Practice
    Standards
    Industry Practice
    Research
    Training & Education
    Experience
    Employees
    Customers
    Suppliers
    Consultants
    Technologies
    Sources
    Enablers
    Substitutes
    Competition
    Regulators
    Compliance
    Drivers
    Scenarios
    Customers
    Commitments
    IT Service Management Practice Fit For Organization
  • 14. IT Service Management
    Service Management Defined:
    “A set of specialized organizational capabilities for providing value to customers in the form of Services.”
    Another Definition:
    “IT Service Management is the effective and efficient process driven management of quality IT services.”
    A professional practice supported by knowledge, experience and skills, focusing on a service oriented approach.
  • 15. IT Service Management Challenges
    Intangible nature of output .
    Difficult to measure, control, and validate.
    Demand tightly coupled with Customer assets.
    Little buffer between back-office and Customer.
    Service output and Service capacity perishable by nature.
  • 16. Benefits of ITSM
    Improved quality service provisioning.
    Cost justifiable service quality.
    Services meeting business, customer and user demands.
    Integrated centralized processes.
    Roles and responsibilities are known.
    Learn from previous experience.
    Measurable return on investment.
  • 17. ITIL Introduction
    ITIL – IT Infrastructure Library
    History:
    Emerged in 1980’s.
    ITIL v2 in 2001
    ITIL v3 in 2007
    ITIL is not proprietary
    Based on best practices in industry
    itSMF International User Group
  • 18. Publications
    Complimentary
    Continual Improvement
    Design
    Service
    Service
    ITIL
    Operations
    Service
    Continual Improvement
    Core Libraries
    Strategy
    Continual Improvement
    Service
    Transition
    Web Support
    Services
  • 19. ITSM Process Diagram
    Process Owner
    Control
    INPUT
    OUTPUT
    Business Process
    ENABLERS
    Process Manager
  • 20. Process Definition
    “A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external Customer or stakeholder.”
    • Processes are strategic assets when they create advantage or market differentiation.
  • Process Characteristics
    Process is Measurable
    Provides Specific Results
    Delivers to Customers
    Responds to Specific Events
  • 21. ITSM Org Structure
    Function:
    A logical concept that refers to the people and automated measures that execute a defined process, an activity or a combination of processes or activities.
    Provides units of organization responsible for specific outcomes.
    Role:
    A set of connected behaviors or actions that are performed by a person, team or group in a specific context.
    Other Concepts:
    Groups
    Teams
    Departments
    Divisions
  • 22. RACI Model
    Process Owner Incident Mgr
    Incident Manager
    1st Line Support
    2nd Line Support
    Process Design
    A
    R
    I
    I
    Staff Training
    A
    R
    I
    I
    Incident Identification
    A
    R
    I
    Incident Logging
    A
    R
    I
    Incident Classification
    A
    R
    I
    Incident Investigation & Diagnosis
    A
    R
    C/I
  • 23. Service Lifecycle Approach
    Continual Service Improvement
    Service Strategy
    Continual
    Improvement
    Service
  • 24. Focus On Service Lifecycle
    Service Lifecycle fundamental to ITIL refresh.
    Previously focused on delivery & support.
    Now aligns with business strategy.
  • 25. Service Lifecycle Stages
    Service Strategy
    Service Design
    Service Transition
    Service Operation
    Continual Service Improvement
    Service Lifecycle
    Policy/Guidelines
    Feedback & Improvements
  • 26. Continual Service Improvement
    Continual Service Improvement
    Continual Service Improvement
    Value Creation
    Phase Effort
    Phase Effort
    Phase Effort
    2
    d
    1
    Service Strategy
    Service Operation
    VALUE
    Service Design
    Service Operation
    Service Transition
    Service Operation
    c
    Service Transition
    Service Strategy
    a
    Service Transition
    Service Design
    Time Period 1
    Service Design
    Service Strategy
    b
    Time Period 3
    Time Period 2
  • 27. ITIL-3 Processes & Functions
    IT Operations Management
    (FUNCTION)
    Supplier Management
    Knowledge Management
    Application Management
    (FUNCTION)
    Service Catalog Management
    Evaluation
    Validation & Testing
    InfoSecManagement
    Technical Management
    (FUNCTION)
    Strategy Generation
    Transition Planning & Support
    Continuity Management
    Request Fulfillment
    Demand Management
    Release & Deployment Management
    Event Management
    Capacity Management
    Access Management
    Service Portfolio Management
    Availability Management
    Problem Management
    Asset & Config Management
    Incident Management
    Financial Management
    Service Level Management
    Service Desk (FUNCTION)
    Change Management
    Service Strategy
    Service Design
    Service Transition
    Service Operation
    Continuous Improvement
    7-Step Improvement Process, Deming Cycle, CSI Model…
    Service Reporting
    Service Measurement
  • 28. LEVEL
    SERVICE LIFECYCLE PHASE
    Strategic
    Decision Levels
    Service Strategy
    Tactical
    Service Design
    Continuous Improvement
    Service Transition
    Operational
    Service Operation
  • 29. ITIL Certifications
    No
    Exam
    ITIL MASTER
    22
    ITIL EXPERT
    Managing Through The Lifecycle
    5
    Lifecycle Stream
    Capability Stream
    15
    16
    ITIL Foundations in IT Service Management
    2
  • 30. ITIL Foundations Exam
    40 Multiple Choice Questions.
    65% Score Required To Pass (26 correct).
    1 Hour Allotted.
  • 31. ITIL Introduction Review
    Summary
    Service Management as a Practice
    Business and IT
    Definition of Service
    Definition of Service Management
    The IT Organization
    Process Model
    Characteristics of Processes
    • ITIL
    • 32. History
    • 33. Service Lifecycle
    • 34. Structure, Scope and Components of the ITIL Library
    • 35. Certification Paths
  • Thank You
    This is the end of Chapter 1.
    In the actual training presentation, there are:
    Over 200 slides.
    5 to 15 minutes worth of talking points per slide.
    Animated sequences to present and clarify concepts.
    Mark Brunner - 2009