ITIL 2011 Explained

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Join us for an overview of ITIL 2011 updates. This session describes the scope and benefits of the updates, key changes to each core book and a high-level overview of the new processes. …

Join us for an overview of ITIL 2011 updates. This session describes the scope and benefits of the updates, key changes to each core book and a high-level overview of the new processes.

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  • 1. Welcome! Wl ! ITIL 2011 Explained E plained Donna Knapp Curriculum Development Manager p g ITSM Academy© 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  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 Cabinet Office in the United Kingdom and other countries© ITSM Academy 2 Welcome!
  • 3. Agenda A d  Scope and benefits of the ITIL 2011 updates  Key changes to each book  High-level overview of new processesThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  • 4. ITIL® 2011© ITSM Academy ITIL® is a Registered Trade Mark of the Cabinet Office.
  • 5. Scope and Benefits of the ITIL 2011 Updates  Resolve any errors or inconsistencies  Address issues raised in the Change Control Log  Address feedback from the training community  Make the Service Strategy publication more accessible bl bl Find additional information and the official ITIL 2011 glossary at itil-officialsite.com.© ITSM Academy 5
  • 6. Global Changes  Chapters 1 and 2 refined Process Template  Purpose and objectives  All processes reflect a  Scope consistent template p  Value to business  Policies, principle and basic concepts  Figures refined and  Process activities, methods and explained techniques  Triggers, i Ti inputs, outputs and d  Roles refined and interfaces generic roles added  Information management  y Critical success factors and key  Improved linkages from performance indicators book to book  Challenges and risks  Glossary matches text y© ITSM Academy 6
  • 7. Service Strategy S i St t© ITSM Academy
  • 8. Service Strategy Updates  More examples!  More detailed guidance Business strategy and IT strategy  Strategy assessment, generation and execution Governance Cloud computing Organizational structure  References to Product Manager changed to Service Owner  New/refined processes© ITSM Academy 8
  • 9. Service Strategy Processes Service Strategy Service Design Service Transition Service Operation Service Strategy Continu Service Strategy Mgmt for IT Services ovement Service Portfolio Mgmt Service Portfolio ual Financial Mgmt Fi i lM Impro Service Catalog Demand Mgmt Business Relationship Mgmt Business/ Service Suppliers Customers Provider© ITSM Academy 9
  • 10. Strategy Management for IT Services Strategy Management defines and maintains an organization’s perspective, position, plans and patterns with regard to its services and the management of those services.  Perspective – vision and mission  Position – relative to its customers and other service providers  Plans – IT strategy service strategy, management strategy, service strategy  P tt Patterns – H th organization How the i ti translates strategic plans into tactical and operational plans© ITSM Academy 10 ITIL Text - SS 4.1.1
  • 11. Service Portfolio Management Service Strategy Define •Services •Business cases Analyze •Value proposition Prioritization •Prioritization Approve •Change proposal Change •Authorization Management M t Charter •Communication Project •Resource allocation Management © Crown copyright 2011. Reproduced under license from the Cabinet Office.© ITSM Academy 11
  • 12. Business Relationship Management (BRM) Purpose and Scope BRM’s purpose is two-fold  Establish and maintain a business relationship between service provider and customer  Identify customer needs and ensure service provider is able to meet those needs The scope of BRM focuses on the relationship between the service provider and its customers and the customers’ level of satisfaction. Other processes focus on the services themselves and the extent to p which they meet the stated requirements.© ITSM Academy 12 ITIL Text - SS 4.5.1, 4.5.2
  • 13. BRM/Service Level Management (SLM) Differences BRM SLM • Establish and maintain business • Negotiate service level agreements relationship (warranty terms) with customers • Identify customer needs (utility and • Ensure all SM processes, operational level warranty) t ) agreements and contracts are t d t t • Ensure service provider can meet needs appropriate for the agreed service level targets Focus Focus • Strategic and tactical • Tactical and operational Primary measure Primary measure • Customer satisfaction (including • Achieving agreed levels of service (which willingness to recommend service to leads to customer satisfaction) others) © Crown copyright 2011. Reproduced under license from the Cabinet Office. BRM is the primary process for strategic communication with customers for all service provider departments, including application development.© ITSM Academy 13 ITIL Text - SS 4.5.2, SD 4.3.2.1
  • 14. Service Design S i D i© ITSM Academy
  • 15. Service Design Updates  Improved consistency relative to the five aspects of Service Design  Refined descriptions of the Service Catalog and associated statuses  N process New© ITSM Academy 15
  • 16. Service Design Processes Service Strategy Service Design Service Transition Service Operation Service Design Design Coordination Continu Service Service Catalog Management ovement Service Level Management Service Portfolio Availability Management ual Impro Capacity Management Service Catalog IT Service Continuity Management Information Security Management y Supplier Management Business/ Service Suppliers Customers Provider© ITSM Academy 16
  • 17. Design Coordination (1) Design Coordination ensures Service Design goals and objectives are met by providing and maintaining a single point of coordination and control for all activities and processes within the stage. d t lf ll ti iti d ithi th t  Scope includes  new or changed service solutions that are being All designed for transition into (or out of) the live environment  Most activities will focus on design efforts that are Part of a project Associated with changes of a defined type (e.g., major changes) Each organization defines the criteria that will determine the level of rigor to be applied in Design Coordination for each design.© ITSM Academy 17 ITIL Text - SD 4.1.1, 4.1.2
  • 18. © ITSM Academy © Crown copyright 2011. Reproduced under license from the Cabinet Office. e18 Design Coordination (2)
  • 19. Service Transition S i T iti© ITSM Academy
  • 20. Service Transition Updates  Change Management  Refined flowchart  Refined description of change proposals  Improved descriptions  Configuration item  Configuration management system  Service knowledge management system  Evaluation renamed to Change Evaluation  High-level process flow added to Release and Deployment M D l Management  Additional language regarding Service Asset Management g© ITSM Academy 20
  • 21. Service Transition Processes Service Strategy Service Design Service Transition Service Operation Service Transition Transition Planning and Support Continu Service ovement Change Management Service Asset and Configuration Mgmt Service Portfolio ual Impro Change Evaluation Service Validation and Testing Service Catalog Release and Deployment Management Knowledge Management Business/ Service Suppliers Customers Provider© ITSM Academy 21
  • 22. Service Operation S i O ti© ITSM Academy
  • 23. Service Operation Updates  Refined process flows  N process flows New fl  Access Management  Request Fulfillment  Improved descriptions  Service requests  Request models  Event filtering and correlation  P Procedure added for incident matching d dd d f d h  Additional problem analysis techniques  Cl ifi ti regarding A li ti M Clarification di Application Management and t d Application Development© ITSM Academy 23
  • 24. Service Operation Processes Service Strategy Service Design Service Transition Service Operation Service Operation Event Management Continu Service Incident Management ovement Problem Management Request Fulfillment Service Portfolio ual Impro Access Management Service Desk Function Service Catalog Technical Management Function Application Management Function IT Operations Management Function Business/ Service Suppliers Customers Provider© ITSM Academy 24
  • 25. Continual S i Improvement C ti l Service I t© ITSM Academy
  • 26. CSI Updates  Refinements to Seven-step Improvement process  CSI Model renamed CSI Approach  New concept – CSI Register Database or structured document used to record and manage improvement opportunities throughout their lifecycle  S i measurement and reporting Service t d ti represented as principles© ITSM Academy 26
  • 27. CSI Processes Service Strategy Service Design Service Transition Service Operation Service Operation Continu Service ovement Service Portfolio Seven-step Improvement ual Impro Service Catalog Business/ Service Suppliers Customers Provider© ITSM Academy 27
  • 28. 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 28
  • 29. Questions?© ITSM Academy 29
  • 30. ITSM Academy Affiliates© ITSM Academy 30
  • 31. 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.
  • 32. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 32