IT Leader Club Hanoi - ITIL - ITIL & SMB - Nguyen Manh Cuong

1,262 views
938 views

Published on

Published in: Education, Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,262
On SlideShare
0
From Embeds
0
Number of Embeds
34
Actions
Shares
0
Downloads
61
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

IT Leader Club Hanoi - ITIL - ITIL & SMB - Nguyen Manh Cuong

  1. 1. ITIL & SMB Nguyễn Mạnh Cường – cuongnm@gmail.com ITIL Vietnamese Language Owner 1 © Copyright 2009 FPT Corp.
  2. 2. Agenda     ITIL & IT Service Management ITIL for SMB ITIL Certifications Q&A 2 © Copyright 2009 FPT Corp.
  3. 3. ITIL & IT Service Management  What is ITIL?     It’s a LIBRARY ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. Alignment of IT services and Business. 5 core volumes map the entire ITIL Service Lifecycle 3 © Copyright 2009 FPT Corp.
  4. 4. Service Lifecycle 6 © Copyright 2009 FPT Corp.
  5. 5. Process & Function 7 © Copyright 2009 FPT Corp.
  6. 6. Processes in ITIL 8 © Copyright 2009 FPT Corp.
  7. 7. Functions IT Operations Management IT Operations Control Technical Management Mainframe Server Application Management Console Management Job Scheduling Backup & Restore Print & Output Network Financial Apps HR Apps Business Apps Storage Databases Directory Desktop Middleware Facilities Management Service Desk Data Centers Recovery Sites Consolidation Contracts Internet / Web 9 © Copyright 2009 FPT Corp.
  8. 8. SMB & ITIL  How to define SMB’s characteristics?        A small number of staff Ususally operating in few location A small number of customers/ users Etc.. How can you create value? How do you create value? Focus on your services and your service lifecycle Scaling down ITIL processes 11 © Copyright 2009 FPT Corp.
  9. 9. SMB & ITIL   Service Strategy – Service Design – Service Transition – Service Operation or Continual Service Improvement? Quick Wins Processes:       Service Catalogue Service Level Management Incident Management Request Fulfillment Event Management Service Asset & Configuration Management + Change Management + Release and Deployment Management 12 © Copyright 2009 FPT Corp.
  10. 10. Sample Plan Copyrighted by Randy A. Steinberg 13 © Copyright 2009 FPT Corp.
  11. 11. Sample of scaling down process 14 © Copyright 2009 FPT Corp.
  12. 12. Sample of scaling down process 15 © Copyright 2009 FPT Corp.
  13. 13. ITIL Certifications 16 © Copyright 2009 FPT Corp.
  14. 14. 18 © Copyright 2009 FPT Corp.

×