Exploring the Service Lifecycle
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Exploring the Service Lifecycle

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From ITSM Academy's June 2007 Webinar

From ITSM Academy's June 2007 Webinar

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Exploring the Service Lifecycle Exploring the Service Lifecycle Document Transcript

  • ITIL® Version 3 Exploring the Service Lifecycle Continual Service Service Improvement Transition Service Strategy Service Service Design Operation © 2007 ITSM Academy, Inc. About ITSM Academy Accredited ITSM Education Provider ITIL® Foundation, Practitioner, Service Manager , , g ISO/IEC 20000 certifications Practical workshops PMI Global Registered Education Provider Public Training Center in Fort Lauderdale, FL Corporate on-site classes Over 4000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government 2 © 2007 ITSM Academy, Inc. 1
  • Why Was ITIL® Changed? Response to public scoping project (2004) Best practices have evolved since last update Need for prescription and consistency Alignment with ISO/IEC 20000 and other frameworks Lifecycle approach improves implementation Stronger emphasis on business value ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office 3 © 2007 ITSM Academy, Inc. The New ITIL® Version 3 Library Service Service Transition Strategy Service Service Design Di Operation O ti Continual C ti l Service Improvement 4 © 2007 ITSM Academy, Inc. 2
  • ITIL® Version 3 ITIL® Core Five books that provide best practice guidance for an integrated approach as required by ISO/IEC 20000. The Core is applicable to all service organizations. ITIL® Complementary Guidance Publications that complement the ITIL® Core with guidance specific to industry sectors, organization types, operating models and technology architectures. 5 © 2007 ITSM Academy, Inc. ITIL® Core Books Service Strategy Design, develop and implement service management Service Design Design and develop services and SM processes Service Transition Transition new and changed services into operations Service Operation Manage IT Service delivery and support Continual Service Improvement Create and maintain business value through better service design, transition and operation 6 © 2007 ITSM Academy, Inc. 3
  • ITIL® and the Service Lifecycle ITIL® Core is built around a Service Lifecycle Service Strategy represents policies and objectives Service Design, Service Transition and Service Operation implement strategies Continual Service Improvement prioritizes improvements based on Service Strategy strategic objectives is the axis around which the lifecycle rotates 7 © 2007 ITSM Academy, Inc. Service Strategy Developing S i St t i D l i Service Strategies Service Portfolio Management Financial Management Demand Management 8 © 2007 ITSM Academy, Inc. 4
  • Service Design Service Catalog Management g g Service Level Management Availability Management Capacity Management Continuity Management Information Security Supplier Management 9 © 2007 ITSM Academy, Inc. Service Transition Transition Planning and Support Change Management Service Asset and Configuration Release and Deployment Service Validation and Testing Evaluation Knowledge Management 10 © 2007 ITSM Academy, Inc. 5
  • Service Operation Event E ent Management Incident Management Request Fulfillment Problem Management Access Management 11 © 2007 ITSM Academy, Inc. Continual Service Improvement 7 Step Improvement Process Deming Cycle Continual Service improvement Model Service Reporting Service Measurement ROI for CSI Service Level Management 12 © 2007 ITSM Academy, Inc. 6
  • What’s the Same? Most V2 processes are intact Service Level Availability Capacity ITSCM Change Incident I id t Problem 13 © 2007 ITSM Academy, Inc. What’s Different? Updated Processes Updated Concepts Configuration DML Service Asset and CMS Configuration (SACM) New process goals Release and definitions Release and Deployment More models Financial Part of Service Economics Security Information Security 14 © 2007 ITSM Academy, Inc. 7
  • What’s New? New Processes New Functions Service Portfolio Technical Management g Service Catalog Application Management Demand IT Operations Management Supplier Knowledge Event Access Request Fulfillment 7 Step Improvement 15 © 2007 ITSM Academy, Inc. New Concepts Lifecycle approach Service Delivery Value creation p processes precede p Service Support Utility/Warranty processes in the Value network Service Lifecycle SKMS Business outcomes Service Portfolio Service pipeline 16 © 2007 ITSM Academy, Inc. 8
  • Want to Learn More? ITIL® V3 published May 30th (www.itsmbookstore.com) (www itsmbookstore com) ITIL® V3 Foundation available beginning June 13th Bridge Course to upgrade V2 to V3 Foundation knowledge New ITIL® Diploma and scheme Service Manager upgrade V3 Service Manager and Practitioner courses 17 © 2007 ITSM Academy, Inc. ITSM Academy, Inc. 18 © 2007 ITSM Academy, Inc. 9
  • Questions and Answers Thank you for attending ITSM Academy, Inc. info@itsmacademy.com www.itsmacademy.com 1. 888. 872. 1 888 872 ITSM (4876) 19 © 2007 ITSM Academy, Inc. 10