SERVICE MANAGEMENT


                      IT Runs on Definitions




© ITSM Academy 0806
About ITSM Academy
    Certified Woman Owned Business
    Accredited ITSM Education Provider
          ITIL® Foundation / ...
The National Spelling Bee

    What’s the big deal about spelling?
    How do those kids spell so well?
          Is there...
The Word-Chanllenge

    Consistency
          Taking a consistent approach to defining and
          framing ITIL® termin...
Adopt and Adapt

    Take this idea to heart
          Define your purpose and your rules
    Begin with the basic definit...
Defining your Purpose

    Why do we exist?
          Allows you to be business, customer, service
          centric
    W...
Defining your Rules

    In addition to ITIL®, which frameworks fit
    your definition of your purpose?
          Six Sig...
Definition of a Definition

    Term
          The word itself (e.g. Service)
    Definition
          Dictionary definiti...
Conceptual Framing
    What is a Conceptual Frame?
          A mental ‘word-picture’ that links a
          term and the c...
Applying the Frame

    Service
          Ability to…
    Configuration Item
          Tangible aspect of a service
    Ev...
Applying the Frame (continued)

    Process
          Not just a flowchart
          Inputs, Outputs, Triggers, Roles, Res...
Communication the Frame

    Begin thinking and living the
    terminology
    Begin using the terminology in polite
    c...
Want to Learn More?
     Now available
           ITIL® V3 Foundation / Bridge
           ITIL V3 Capability - RCV
       ...
ITIL® V3 Certification Scheme




                      14
© ITSM Academy 0806
ITSM Academy, Inc.




                      15
© ITSM Academy 0806
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Service Management Definitions

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Service Management Definitions

  1. 1. SERVICE MANAGEMENT IT Runs on Definitions © ITSM Academy 0806
  2. 2. About ITSM Academy Certified Woman Owned Business Accredited ITSM Education Provider ITIL® Foundation / V3 Bridge ITIL® V2 Practitioner & V3 Capability Service Manager / V3 Bridge ISO/IEC 20000 Certifications Practical Workshops PMI Global Registered Education Provider Public Training Centers in Fort Lauderdale and Dallas Corporate on-site classes Over 15,000 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 © ITSM Academy 0806
  3. 3. The National Spelling Bee What’s the big deal about spelling? How do those kids spell so well? Is there an alternate pronunciation? Can I have the definition? What is the language of origin? What part of speech is the word? Can you use it in a sentence? Spelling is about fundamental, definitional approaches and techniques and so is ITIL® 3 © ITSM Academy 0806
  4. 4. The Word-Chanllenge Consistency Taking a consistent approach to defining and framing ITIL® terminology Repeatability Having the terms and concepts ‘stick’ Standardization Having a set of rules by which we operate 4 © ITSM Academy 0806
  5. 5. Adopt and Adapt Take this idea to heart Define your purpose and your rules Begin with the basic definitions provided in ITIL® This includes glossary terms, processes and functions Build a Conceptual Frame based on your organization and usage Communicate both the term and the Frame 5 © ITSM Academy 0806
  6. 6. Defining your Purpose Why do we exist? Allows you to be business, customer, service centric What do we do? Allows you to be IT, technology, and project centric What you do enables and supports why you exist First define why you exist, then you can examine what you do 6 © ITSM Academy 0806
  7. 7. Defining your Rules In addition to ITIL®, which frameworks fit your definition of your purpose? Six Sigma: Improvement definition CMMI: Application excellence definition PMBOK: Output excellence definition MOF: Microsoft definition 7 © ITSM Academy 0806
  8. 8. Definition of a Definition Term The word itself (e.g. Service) Definition Dictionary definition Context Conceptual frame in which the word is used that provides full understanding and usage of the word 8 © ITSM Academy 0806
  9. 9. Conceptual Framing What is a Conceptual Frame? A mental ‘word-picture’ that links a term and the concept “Name It and Frame It” Changing the context of a word to change the mental ‘word-picture’ associated to the word Example: Problem Mr. Webster’s Dictionary: negative connotation (an issue) ITIL®: Proactive connotation (Root cause and fix) 9 © ITSM Academy 0806
  10. 10. Applying the Frame Service Ability to… Configuration Item Tangible aspect of a service Event Something is fishy in Denmark Architecture Blueprint 10 © ITSM Academy 0806
  11. 11. Applying the Frame (continued) Process Not just a flowchart Inputs, Outputs, Triggers, Roles, Resources and Activities Procedure Insert Tab A into Slot B Role A hard day’s work for a hard day’s pay 11 © ITSM Academy 0806
  12. 12. Communication the Frame Begin thinking and living the terminology Begin using the terminology in polite company Ensure everyone is using the terminology and using it correctly Take time to stop and correct misuses (but do it in a nice, mentoring way) See the change in your company DNA 12 © ITSM Academy 0806
  13. 13. Want to Learn More? Now available ITIL® V3 Foundation / Bridge ITIL V3 Capability - RCV ITIL® V3 Service Manager Bridge ITIL® V3 books ISO/IEC 20000 (ISO 20K) Foundation Certified Process Design Engineer (CPDE)SM Coming soon ITIL® V3 Capability, Lifecycle, Managing Across the Lifecycle ISO 20K Professional Level Modules MOF 4.0 Essentials 13 © ITSM Academy 0806
  14. 14. ITIL® V3 Certification Scheme 14 © ITSM Academy 0806
  15. 15. ITSM Academy, Inc. 15 © ITSM Academy 0806
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