CSC
                                                                 NORTH AMERICAN
                                      ...
Today’s Topics




•   What is ITIL?
•   What is purpose and goal of ITIL?
•   What does ITIL means to project managers?
•...
What is ITIL?


● ITIL is a de facto global standard that has been in use for
  over 20 years and now has reached a global...
ITIL Purpose and Goal


IT Alignment to Business Strategy and Requirements
• Manage services based upon strategic goals an...
What ITIL Means to Project Managers


      ITIL Project and Program Success!
      • Stakeholder Satisfaction
        – M...
ITILv3 and PMBOK

PMBOK                    ITILv3

•Initiating & Planning   •Service Strategy


•Executing               •...
ITILv3 Service Lifecycle

               New ITILv3 Core Structure




                                                 Se...
ITILv3 Service Management Framework


    ITILv3 Service Management
   • A set of specialized organizational capabilities ...
Service Strategy and
PMBOK Relationship

     Service Strategy
     • Sets Service Management objectives, policies, and gu...
ITIL Service Strategy – The Hub


Processes
•   Service Strategy (Generation)
•   Service Portfolio Management
•   Demand ...
ITIL Service Design


     Service Design
     • Design of innovative services, processes, measurements,
       metrics, t...
ITIL Service Design


Processes
•   Service Catalogue Management
•   Service Level Management
•   Supplier Management
•   ...
ITIL Service Transition


     Service Transition
      – Plan and manage service changes
      – Deploy service releases ...
ITIL Service Transition


Processes
•   Transition Planning and Support
•   Change Management
•   Service Asset & Configur...
Service Operation


     Service Operation
    • Achieve efficiency and effectiveness in the delivery of managed
      ser...
Service Operation


Processes
•   Event Management
•   Incident Management
•   Request Fulfillment
•   Problem Management
...
Continual Service Improvement


      Goal
      • Review, analyze, and make recommendations on
        improvement opport...
ITIL Continual Service Improvement


   Processes
   •   Seven Step Improvement Process
   •   Service Management Process ...
How can I learn more?


    Get involved Local Interest Group (LIG)
    • National Chapter Local Interest Group
       – O...
Your Benefits


 • PMP and ITIL Certification
    – Apply Project Management skills, tools and techniques to ITILv3
      ...
Thank You!


Linda Budiman
CSC, 15000 Conference Center Drive
Chantilly, VA 20151
E:lbudiman@csc.com
T: 703-818-5748


   ...
Service Lifecycle

                                         ITILv3 Service Lifecycle
                                     ...
ITILv3 Training


     ITIL® v3 Qualification Scheme




                                                            ITILF...
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Introduction to ITIL for Project Managers

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Introduction to ITIL for Project Managers

  1. 1. CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45 AM ITILv3FND-Module01-Introduction.CSCv1.ppt 1
  2. 2. Today’s Topics • What is ITIL? • What is purpose and goal of ITIL? • What does ITIL means to project managers? • What ITILv3 Service Lifecycle? • What are the benefits of ITIL and PMP certificate? ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 2
  3. 3. What is ITIL? ● ITIL is a de facto global standard that has been in use for over 20 years and now has reached a global scale ● Embraced by governments and businesses as a framework to optimize IT service support and service delivery ● ITIL aligns to the ISO/IEC 20000 standard – Harmonizing with best practices CMMI, PMI, Six Sigma, COBIT ● ITIL provides a standardized way to of working with activities, processes, functions, standards and guidelines ● ITILv2 recently upgraded to ITILv3 June ‘07 ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 3
  4. 4. ITIL Purpose and Goal IT Alignment to Business Strategy and Requirements • Manage services based upon strategic goals and customer requirements, governance, and compliance • ITILv2 emphasized Service Support & Service Delivery • ITILv3 is more customer service lifecycle oriented ITILv3 ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 4
  5. 5. What ITIL Means to Project Managers ITIL Project and Program Success! • Stakeholder Satisfaction – Management ROI – Customers – Service Management Staff • Reduce Total Cost Ownership – Operations – Maintenance • Critical Communications Awareness – Governance – Clear Roles, Responsibility, Accountability, Ownership – Cultural Change ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 5
  6. 6. ITILv3 and PMBOK PMBOK ITILv3 •Initiating & Planning •Service Strategy •Executing •Service Design •Service Transition •Service Operation •Controlling •Continuous Improvement •Closing N/A ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 6
  7. 7. ITILv3 Service Lifecycle New ITILv3 Core Structure Service Strategy Where Services Begin ITIL Service Lifecycle emphasizes control of functions and processes Critical Success Factor: Integrated Project Management ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 7
  8. 8. ITILv3 Service Management Framework ITILv3 Service Management • A set of specialized organizational capabilities for providing value to customers in the form of services • Capabilities take the form of functions and processes for managing services over a lifecycle ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 8
  9. 9. Service Strategy and PMBOK Relationship Service Strategy • Sets Service Management objectives, policies, and guidelines • Creates a valuable Service Management organization • Differentiates services and organization as a Strategic Asset ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 9
  10. 10. ITIL Service Strategy – The Hub Processes • Service Strategy (Generation) • Service Portfolio Management • Demand Management • Financial Management ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 10
  11. 11. ITIL Service Design Service Design • Design of innovative services, processes, measurements, metrics, technology including their architecture • Based upon Service Strategy objectives and policies • Focus on people, processes, products and partners ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 11
  12. 12. ITIL Service Design Processes • Service Catalogue Management • Service Level Management • Supplier Management • Availability Management • Capacity Management • Information Security Management • IT Service Continuity Management ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 12
  13. 13. ITIL Service Transition Service Transition – Plan and manage service changes – Deploy service releases into Operations successfully – Verifies and validates Service Strategy business requirements and Service Design functional requirements ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 13
  14. 14. ITIL Service Transition Processes • Transition Planning and Support • Change Management • Service Asset & Configuration Management • Release and Deployment Management • Service Validation and Testing • Evaluation • Knowledge Management Evaluation ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 14
  15. 15. Service Operation Service Operation • Achieve efficiency and effectiveness in the delivery of managed services • Strategic objectives are realized through Service Operations, making it a critical capability ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 15
  16. 16. Service Operation Processes • Event Management • Incident Management • Request Fulfillment • Problem Management • Access Management Functions • Service Desk • Technical Management • IT Operations Management • Application Management ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 16
  17. 17. Continual Service Improvement Goal • Review, analyze, and make recommendations on improvement opportunities in each Lifecycle phase: • Service Strategy • Service Design • Service Transition • Service Operation • Plan, Do, Check, Act ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 17
  18. 18. ITIL Continual Service Improvement Processes • Seven Step Improvement Process • Service Management Process Measurement • Service Reporting • Service Improvement Plan ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 18
  19. 19. How can I learn more? Get involved Local Interest Group (LIG) • National Chapter Local Interest Group – One of the largest Local Interest Groups – Local forum for implementation discussion – Everyone welcome! – http://www.itsmfusa.org/mc • ITIL News – www.itsmwatch.com • ITIL – www.itil-officialsite.com/home/home.asp ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 19
  20. 20. Your Benefits • PMP and ITIL Certification – Apply Project Management skills, tools and techniques to ITILv3 Service Lifecycle – Critical need to understand ITIL terminology – Project Managers will then better anticipate risk – Lead the next ITIL implementation – High demand – skill differentiator Most of all have fun and enjoy your ITIL journey!!! ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 20
  21. 21. Thank You! Linda Budiman CSC, 15000 Conference Center Drive Chantilly, VA 20151 E:lbudiman@csc.com T: 703-818-5748 ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 21
  22. 22. Service Lifecycle ITILv3 Service Lifecycle Service Strategy Continual Service Improvement • Service Strategy (Generation) Process • Seven Step Improvement Process • Service Portfolio Management • Service Management Process • Demand Management Measurement • Financial Management • Service Reporting • Service Improvement Plan ITILv3 Service Design Service Operations • Service Catalogue Management • Event Management • Service Level Management • Incident Management • Supplier Management • Request Fulfillment • Availability Management • Problem Management • Capacity Management • Access Management • Information Security Management • Service Desk Service Transition • IT Service Continuity Management • Technical Management • Transition Planning and Support • IT Operations Management • Change Management • Application Management • Release and Deployment Management • Service Asset and Configuration Management • Service Validation and Testing • Evaluation • Knowledge Management Evaluation ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 22
  23. 23. ITILv3 Training ITIL® v3 Qualification Scheme ITILFND09-1 ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 23

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