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Ask the Experts

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Everything you always wanted to know about IT Service Management but didn't know who (or were afraid!) to ask. Jayne Groll and Donna Knapp answer "random" ITIL / ITSM questions including Change Management, Release Management, Configuration Management, Organizational Change Management, SLAs, OLAs, and more.

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  • 1. Welcome! Ask the Experts #askitsm @ITSMAcademy @ITSM_Lisa Jayne Groll Donna Knapp @ITSM_Jayne @ITSM_Donna© ITSM Academy
  • 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifecycle (SS|SD|ST|SO|CSI)  Public Classes throughout U.S.  ITIL Managing Across the Lifecycle (MALC)  Corporate On-Site Classes  ISO/IEC 20000 Foundation & Bridge  Virtual Classes  MOF Foundation  Courseware Licensing  Practical, Value-Add Workshops  Corporate & Partner (GEM)  Building Blocks, Roles, Service Catalog, etc.  Alumni Program  ITIL, MOF, ISO 20K Overviews  PMI Global Education Provider  Apollo 13, Visible Ops: The Class  And more!  Certified Woman-OwnedITIL® is a Registered Trade Mark of the Cabinet Office.© ITSM Academy 2 Welcome!
  • 3. Agenda  You ask…  We answer…  Let’s discuss…Thanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 4. About Today’s Experts – Jayne Groll  Co-founder and President of ITSM Academy  ITIL Expert, Service Manager and ISO 20K Consultant/Manager, CPDE  Over 20 years as an IT Manager/Director  Instructor and curriculum developer  Co-founder of South Florida LIG, ISO 20K SIG, ATCTA Jayne Groll  ITIL Qualification Board/ATO Sub-Group @ITSM_Jayne representative© ITSM Academy 4
  • 5. About Today’s Experts – Donna Knapp  Instructor/Curriculum Development Manager  Certifications  ITIL Expert  ITIL Service Manager  ISO/IEC 20000 Consultant  Certified Process Design Engineer  ITIL Examination Panel  Author  The ITSM Process Design Guide Donna Knapp  A Guide to Service Desk Concepts @ITSM_Donna  Customer Service Skills for the Service Desk Professional© ITSM Academy 5
  • 6. SLAs, OLA, ContractsThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 7. Service Relationships and Dependencies Business Unit A Business Unit B Business Unit C 3 6 9 Business 2 Business 5 Business 8 Customers process 1 process 4 process 7 B C Service IT Services Service A SLAs Provider Infrastructure System System DBMS Networks Environment Data Applications H/W S/W Supporting OLAs services Teams Supporting services Contracts (iii) (ii) Suppliers Support team (i) (iii) (ii) Supplier (i) © Crown copyright 2011. Reproduced under license from the Cabinet Office.© ITSM Academy 7 ITIL Text – SD 3.4
  • 8. Problem ManagementThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 9. Problem Models Many problems will be unique and require individual handling. Problem Models can be Problem Models created for problems based on  Steps to be taken  Recurring Incidents  Sequence of actions  Dormant problems  Responsibilities  Underlying problems  Timescales and thresholds  Known errors under investigation  Escalation procedures  Steps to preserve evidence Errors detected in development that are knowingly released into production, together with workarounds and resolution activities, are logged as known errors.© ITSM Academy 9 ITIL Text - SO 4.4.4.2
  • 10. Release and Deployment ManagementThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 11. Four Phases of Release and Deployment Management Change Management Auth Auth Auth Auth Auth Auth Auth Authorize Authorize Post- Release Authorize Authorize Deployment, Transfer, implementation Planning Build and Test Check-in to DML Retirement Review Release and Release Review and Deployment Build and Deployment Close Planning Test Deployment Release and Deployment Management requires authorization from Change Management at various stages in the Transfer release lifecycle. Retirement© ITSM Academy 11 ITIL Text - ST 4.4.5
  • 12. Configuration Management System RolesThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 13. Service Knowledge Management System Support for Tools and databases used to manage knowledge and Decisions information; includes the Service Portfolio, CMS, data, information and knowledge sources (e.g., DML, AMIS, CMIS, SCMIS, KEDB, CSI Register, plans, procedures, forums) Support for Service Delivery Configuration Management System Tools and databases used to manage configuration data and related information (e.g., incidents, problems, known errors, changes, releases and people) Configuration Management Database(s) Database(s) used to store configuration records throughout their lifecycle. Configuration records store attributes of CIs and relationships with other CIs Data is gathered within CMDB(s), feeds through the CMS into the SKMS, and supports informed decision-making and the delivery of IT services.© ITSM Academy 13 ITIL Text - ST 4.7.4.3
  • 14. Organizational Change ManagementThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 15. Organizational Change Management Service Strategy Feedback Education and Training Lessons Learned Output Service DesignMotivation Feedback Lessons Learned Output Service Transition Output Service Operation Continual Service Improvement © Crown copyright 2011. Reproduced under license from the Cabinet Office.© ITSM Academy Communication and Preparation 15
  • 16. Adopt and AdaptThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 17. A rose by any other name… Having said that…© ITSM Academy 17
  • 18. TemplatesThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 19. Template Sources  www.itsmacademy.com click on Process Templates – Fast Finds on the right hand side  office.microsoft.com/en-us/templates  www.projectmanagementdocs.com  www.project-documents.com  www.docstoc.com  www.isixsigma.com/tools-templates© ITSM Academy 19
  • 20. CertificationThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 21. 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 Foundation© ITSM Academy 21
  • 22. ISO/IEC 20000 Qualification Scheme You are here© ITSM Academy 22
  • 23. Questions?© ITSM Academy 23
  • 24. Visible OPS Certified Process Design Engineer (CPDE) ITIL SOA ITIL at the 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 Strategy ITIL Service Transition Overview ITIL Service Operation Service Transition Overview ITIL Continual Service Improvement Service Operation Overview ITIL ITSM Roles Foundation and Responsibilities ISO/IEC 20000 Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation Bridge MOF Foundation Customer Service ITIL Executive Overview Excellence ITIL Overview 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.
  • 25. ITSM Academy Affiliates© ITSM Academy, v2 October 2011 25
  • 26. ITIL 2011© ITSM Academy ITIL® is a Registered Trade Mark of the Cabinet Office.
  • 27. ISO/IEC 20000 Service Delivery Processes Capacity Service Level Information Security Management Management Management Service Continuity Service Reporting Budgeting and and Availability Accounting for Services Management Control Processes Change Management Configuration Management Release and Deployment Management Resolution Processes Relationship Processes Incident Management Business Relationship Problem Management Management Supplier Management© ITSM Academy 27

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