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

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

  • ITIL & SMB Nguyễn Mạnh Cường – cuongnm@gmail.com ITIL Vietnamese Language Owner 1 © Copyright 2009 FPT Corp.
  • Agenda     ITIL & IT Service Management ITIL for SMB ITIL Certifications Q&A 2 © Copyright 2009 FPT Corp.
  • 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.
  • Service Lifecycle 6 © Copyright 2009 FPT Corp.
  • Process & Function 7 © Copyright 2009 FPT Corp.
  • Processes in ITIL 8 © Copyright 2009 FPT Corp.
  • 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.
  • 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.
  • 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.
  • Sample Plan Copyrighted by Randy A. Steinberg 13 © Copyright 2009 FPT Corp.
  • Sample of scaling down process 14 © Copyright 2009 FPT Corp.
  • Sample of scaling down process 15 © Copyright 2009 FPT Corp.
  • ITIL Certifications 16 © Copyright 2009 FPT Corp.
  • 18 © Copyright 2009 FPT Corp.