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About ITIL Foundation

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This deck is a snapshot of ITSM Academy’s 2.5 day ITIL Foundation Class.

This deck is a snapshot of ITSM Academy’s 2.5 day ITIL Foundation Class.

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  • 1. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more!ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries© ITSM Academy 1 Welcome!
  • 2. ITIL Core and the Service Lifecycle  Service Strategy  Define and execute a service strategy  Service Design  Design and develop services and SM g p processes  Service Transition  Transition new and changed services into operations  Service Operation  Manage service delivery and © Crown copyright 2011. Reproduced support under license from the Cabinet Office.  Continual Service Improvement ITIL Core is built around  Identify and implement a service lifecycle. improvements© ITSM Academy 2 ITIL Text - SS 1 Intro, 1.2
  • 3. Service Strategy Important Terms  Utility  Business Case  Functionality offered by a  Decision support and planning product or service to meet a tool; justifies a significant particular need expenditure  Warranty  Risk  Service is available as needed  Possible event that could cause with required capacity, continuity harm, loss or missed objective and security  Return on Investment (ROI)  Service Portfolio  Diff Difference between benefit b t b fit  Complete set of services achieved and cost to achieve managed by a service provider  Pattern of Business Activity  Service Pipeline (PBA)  Services under consideration or  A workload profile of one or development more business activities  Service Catalog  Outcome  Services that are live and  I t d d or actual result of an Intended t l lt f available for deployment activity, process or IT service© ITSM Academy 3 ITIL Text - SS 4
  • 4. Service Strategy Purpose and Objectives Service Strategy defines the perspective, position, plans and patterns that a service provider must execute to meet an organization’s business outcomes. i ti ’ b i t  Understand what strategy is  Define services and their customers  Define how value is created and delivered  Identify Id tif opportunities and h t exploit t iti d how to l it  Provide a service provision model  Understand required capabilities  Document how assets are used/optimized  Provide processes that define and enable execution of the strategy h© ITSM Academy 4 ITIL Text - SS 1.1.1
  • 5. Service Design Purpose, Objectives and Scope Service Design designs IT services and the governing IT practices, processes and policies to realize the service provider’s strategy.  Facilitate the introduction of services into i t supported environments t d i t  Design IT services so minimal improvements are required i t i d  Embed continual improvement in all Service Design ti iti S i D i activities The scope of Service Design includes the design of appropriate and innovative IT services to meet current and future business requirements. All (five) aspects of Service Design are considered.© ITSM Academy 5 ITIL Text - SD 1.1.1, 1.1.2
  • 6. Service Transition Purpose, Objectives and Scope Service Transition ensures that new, modified, retired or transferred services meet the expectations of the business.  Plan and manage service changes efficiently and effectively  Manage risks relating to new, changed or retired services g g , g  Successfully deploy service releases into supported environments  S correct expectations on the performance Set i h f and use of new or changed services  Ensure that service changes create the expected g p business value  Provide good-quality knowledge and information about services and service assets© ITSM Academy 6 ITIL Text - ST 1.1.1, 1.1.2
  • 7. Service Operation Purpose, Objectives and Scope Service Operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers customers.  Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services  Minimize the impact of service outages on day-to-day business activities  Ensure access to agreed IT services is only provided to those authorized The scope of Service Operation includes ongoing management of services, along with the SM processes, technology and people that are used to deliver and support those services.© ITSM Academy 7 ITIL Text - SO 1.1.1, 1.1.2
  • 8. There is no finish line… Service Strategy Feedback Lessons Learned Output Service Design Feedback Lessons Learned Output Service Transition Once services are identified and processes are implemented the real work b i k begins… Output O t t Service CSI must be embedded within an Operation organization’s culture.© ITSM Academy Continual Service Improvement 8
  • 9. Remember the Goal…. Business and customer satisfaction.© ITSM Academy 9
  • 10. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer Foundation Expert (CPDE) Complementary Course 5 credits Complementary Course 1 credit 1.5 credits Managing Across the Lifecycle (MALC) 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream 2 credits © ITSM Academy 2008 V3 F Foundation d ti© ITSM Academy 10
  • 11. Visible OPS Certified Process From Help Desk to Design Engineer (CPDE) ITIL SOA Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Transition ITIL Service Transition Overview ITIL Service Operation Service Operation ITIL Continual Overview Service Improvement Assigning Dynamic Roles ITIL and Responsibilities Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation MOF Foundation ITIL Executive Overview Customer Service ITSM Excellence ITIL O Overview i Leadership Skills Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.