ITIL intermediate Service Design - how is ITIL V3 Service Design different from ITIL 2011 Service Design?

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This slideshow is created to give you a high level overview of the processes and terminology in the ITIL 2011 Service Design book. This will help you to understand the difference between ITIL V3 and ITIL 2011 in relation to Service Design.

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  • ITIL intermediate Service Design - how is ITIL V3 Service Design different from ITIL 2011 Service Design?

    1. 1. ITIL IntermediateWhat is new in Service Design 2011? ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
    2. 2. What to do AFTER Foundation?• Capability Stream • Lifecycle Stream • SOA • SS • PPO • SD • RCV • ST • OSA • SO • CSI http://theartofservice.com http://store.theartofservice.com
    3. 3. ITIL Certification Pathway ITIL Master ITIL Expert Managing Across the LifecycleSS SD ST SO CSI OSA PPO RCV SOA Lifecycle Modules Capability Modules ITIL 2011 Foundation Certificate in IT Service Management
    4. 4. Lifecycle Courses• Target audience: IT Directors and IT Managers. Also consultants and ITIL trainers.• Deep understanding around processes within a specific Lifecycle Stage. http://theartofservice.com http://store.theartofservice.com
    5. 5. Lifecycle theory covers..• Processes from a single Lifecycle phase (=single ITIL book )• Implementation consideration for the group of processes• Technology and Tools to support the group of processes http://theartofservice.com http://store.theartofservice.com
    6. 6. Service Design Book• Core text: 299 pages• appendix A - The Service Design Package (3 pages)• Appendix B - Service Acceptance Criteria (1.5 pages)• Appendix C - Process documentation Template (1 pages)• Appendix D - Design and planning documents and their contents (2 pages)• Appendix E - Environmental architectures and standards ( 4 pages)• Appendix F - Sample SLA and OLA (5.5 pages)
    7. 7. Service Design Book• Appendix G - Service Catalogue Example (1 page)• Appendix H - The Service Management Process maturity framework (3 pages)• Appendix I - Example of the contents of a statement of requirements and/or invitation to tender (1 pages)• Appendix J - Typical content of a capacity plan (2 pages)• Appendix K - Typical contents of a recovery plan ( 4 pages)• Appendix L - Procurement documents (1 page)• Appendix M - Risk assessment and management (4.5 pages)
    8. 8. Service Design Book• Appendix N - Related Guidance (7 pages)• Appendix O - Examples of inputs and outputs across the service lifecycle (2 pages)•
    9. 9. Processes in ITIL Service Design Stage• Design Coordination*• Service Catalogue Management• Service Level Management• Availability Management• Capacity Management• IT Service Continuity Management• Information Security Management• Supplier Management* indicates changes from ITIL V3 to ITIL 2011 http://theartofservice.com http://store.theartofservice.com
    10. 10. Strategy Design Coordination• Overall lifecycle stage activities: • define & maintain policies and methods • plan design recourses & capabilities • coordinate design activities • manage design risk and issues • improve Service design http://theartofservice.com http://store.theartofservice.com
    11. 11. Strategy Design Coordination• Activities for each design: • Plan individual designs • Coordinate individual designs • Monitor individual designs • Review designs and ensure handover of service design package http://theartofservice.com http://store.theartofservice.com
    12. 12. Service Catalogue Management (no big changes from V3)• Service Catalogue Structure - multiple view options: • 2 view : business & technical • 3 view: wholesale, retail, supporting services (example!) http://theartofservice.com http://store.theartofservice.com
    13. 13. Service Level Management (no big changes from V3)• Activities include: • Designing SLA frameworks • Determine, document & agree on requirements • Negotiate SLA’s for operational services • Monitor Service Performance (against SLA) • Producing Service Reports • Conducting service reviews (SIP) http://theartofservice.com http://store.theartofservice.com
    14. 14. Service Level Management• Activities include: (continued) • Collating, measuring and improving customer satisfaction • Reviewing and revising SLAs, Service Scope and Underpinning Contracts • Reviewing and revising OLAs, underpinning agreements and service scope • Developing contracts and relationships • Handling complaints and compliments http://theartofservice.com http://store.theartofservice.com
    15. 15. Availability Management (no big changes from V3)➡ Reactive Availability management➡ Proactive Availability management➡ reliability, serviceability, VBF, SFA, FTA, SPOF, CFIA http://theartofservice.com http://store.theartofservice.com
    16. 16. Capacity Management (no big changes from V3)➡ Business, Service, Component Capacity Management➡ strong link with Demand Management➡ Outputs: CMIS, Capacity Plan, Service Performance Information and reports, Workload analysis and reports, Ad hoc capacity and performance reports, Forecasts and predictive reports, Thresholds, alerts and events, Improvement actions. http://theartofservice.com http://store.theartofservice.com
    17. 17. IT Service Continuity Management (no big changes from V3)➡ 4 stages: Initiation, Requirements & strategy, Implementation, Ongoing operation.➡ Recovery options: Manual workarounds, Reciprocal Arrangements, Gradual Recovery, Intermediate Recovery, Fast Recovery, Immediate Recovery What happened to “do nothing”??!? http://theartofservice.com http://store.theartofservice.com
    18. 18. Information Security Management➡ Policies (no big changes from V3)➡ Risk Assessment & management in information security management➡ Information Security Management system (plan, implement, evaluate, maintain)➡ Security Governance➡ Security Controls (preventive, reductive, detective, repressive, corrective)➡ Management of security breaches and incidents http://theartofservice.com http://store.theartofservice.com
    19. 19. Supplier Management(no big changes from V3)➡ outputs: Supplier & contracts management information system (SCMIS), Supplier and contract performance information and reports, supplier and contract review meeting minutes, supplier SIPs, supplier survey reports http://theartofservice.com http://store.theartofservice.com
    20. 20. How do I sit the exam? Intermediate exam option: 1. Testing Centre via your training company 2. Online Testing at venue of your choice (the exam comes to you) Where is the closest CSME testing centre for Intermediate exams ? http://kryteriononline.com/host_locations/nobranding.asp“Our exam coordinator works with you to plan, organise and schedule your exam,Saving you time, hassle and frustration!” Ivanka Menken - CEO,The Art of Service http://theartofservice.com http://store.theartofservice.com
    21. 21. Intermediate exam8 questionsComplex multiple choice withscenarioGraded answers: 5 points for the best answer 3 points for the next option 1 points for the next option 0 points for the distractor28 points = pass90 minutes to complete exam http://theartofservice.com http://store.theartofservice.com
    22. 22. ITIL certification Passrates in 2011 Art of Service Global StudentsFoundation 88% 89%Intermediate 81% 85% (average) MALC 62.6% 100% http://theartofservice.com http://store.theartofservice.com
    23. 23. ITIL Student FeedbackI have purchased a good amount of yourproducts and it has been a pleasure to dobusiness with you.21/11/2011 3:04 PM Very good service and response time from any staff I communicated with. 23/11/2011 10:18 PM I passed the exam with better results than my co-workers!!! and Im an old lady who hasnt studied for 40 years!!! 30/11/2011 3:30 PM
    24. 24. More information?• Our website: http://theartofservice.com• Our online store: http:// store.theartofservice.com• Our online learning Portal: http://theartofservice.org

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