Service Strategy <ul><li>It all about Planning IT Services </li></ul>
Strategy-Process <ul><ul><li>Portfolio Management </li></ul></ul><ul><ul><li>Financial Management </li></ul></ul><ul><ul><...
People Involved in Strategy <ul><ul><li>Service Definition Manager </li></ul></ul><ul><ul><li>Service Research Manager </l...
Products & Tools Used <ul><ul><li>Service Request & Planning Tools </li></ul></ul><ul><ul><li>Service Knowledge & Configur...
Service Design <ul><ul><li>Service Design translates strategic plans and objectives and creates the designs and specificat...
Service Design-Process <ul><ul><li>Service Catalogue Management </li></ul></ul><ul><ul><li>Service Level Management </li><...
Service Design-Process <ul><ul><ul><li>Continuity Management </li></ul></ul></ul><ul><ul><ul><li>Information Security Mana...
People Involved in Design <ul><ul><li>Security Engineering Manager </li></ul></ul><ul><ul><li>Desktop Engineering Manager ...
Products & Tools used <ul><ul><li>Service Catalogue Tools </li></ul></ul><ul><ul><li>Service Level Management Tools </li><...
IT Service Transition - Implementing the IT Services <ul><li>Service Transition provides guidance on the service design an...
Service Transition-Process <ul><ul><li>Support & Transition Management </li></ul></ul><ul><ul><li>Change Management </li><...
People Involved in Service Transition <ul><ul><li>Security Asset Manager </li></ul></ul><ul><ul><li>Desktop Asset Manager ...
Products & Tools Used <ul><li>Asset Management Tool </li></ul><ul><li>Service provision Tool </li></ul><ul><li>Run Book Ta...
IT Service Operation – Managing the IT Services <ul><li>Service Operation provides guidance on managing a service through ...
Service Operation-Process <ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Incident Management </li></ul></ul><ul><...
People Involved in Operation <ul><li>Security Operation Manager </li></ul><ul><li>Desktop Operations Manager </li></ul><ul...
Products & Tools applied <ul><li>Service Desk with Incident Management Tool </li></ul><ul><li>Problem Management Tool </li...
IT Continual Service Improvement – Measuring the IT Services <ul><li>Continual Service Improvement provides guidance on me...
IT Continual Service Improvement – Process <ul><li>IT Governance Management (using COBIT best practices) </li></ul><ul><li...
People Involved in Continuous Improvement <ul><li>Service Measurement Manager </li></ul><ul><li>Quality Measurement Manage...
Products & Tools applied <ul><ul><li>Compliance Management & Measurement Tools </li></ul></ul><ul><ul><li>Service Knowledg...
Upcoming SlideShare
Loading in …5
×

Process, People & Tools in ITILV3

1,490 views

Published on

Published in: Education, Technology
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,490
On SlideShare
0
From Embeds
0
Number of Embeds
13
Actions
Shares
0
Downloads
55
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Process, People & Tools in ITILV3

  1. 1. Service Strategy <ul><li>It all about Planning IT Services </li></ul>
  2. 2. Strategy-Process <ul><ul><li>Portfolio Management </li></ul></ul><ul><ul><li>Financial Management </li></ul></ul><ul><ul><li>Demand Management </li></ul></ul>
  3. 3. People Involved in Strategy <ul><ul><li>Service Definition Manager </li></ul></ul><ul><ul><li>Service Research Manager </li></ul></ul><ul><ul><li>Financial Analysis Manager </li></ul></ul><ul><ul><li>Service Marketing Manager </li></ul></ul><ul><ul><li>Service Forecast Manager </li></ul></ul>
  4. 4. Products & Tools Used <ul><ul><li>Service Request & Planning Tools </li></ul></ul><ul><ul><li>Service Knowledge & Configuration Management Tools </li></ul></ul>
  5. 5. Service Design <ul><ul><li>Service Design translates strategic plans and objectives and creates the designs and specifications for execution. </li></ul></ul>
  6. 6. Service Design-Process <ul><ul><li>Service Catalogue Management </li></ul></ul><ul><ul><li>Service Level Management </li></ul></ul><ul><ul><li>Capacity Management </li></ul></ul><ul><ul><li>Availability Management </li></ul></ul>
  7. 7. Service Design-Process <ul><ul><ul><li>Continuity Management </li></ul></ul></ul><ul><ul><ul><li>Information Security Management </li></ul></ul></ul><ul><ul><ul><li>Supplier Management </li></ul></ul></ul>
  8. 8. People Involved in Design <ul><ul><li>Security Engineering Manager </li></ul></ul><ul><ul><li>Desktop Engineering Manager </li></ul></ul><ul><ul><li>Network Engineering Manager </li></ul></ul><ul><ul><li>Systems, Servers & Storage Engineering Manager </li></ul></ul><ul><ul><li>Applications Engineering Manager </li></ul></ul>
  9. 9. Products & Tools used <ul><ul><li>Service Catalogue Tools </li></ul></ul><ul><ul><li>Service Level Management Tools </li></ul></ul><ul><ul><li>Capacity Planning Tools </li></ul></ul><ul><ul><li>Service Modeling Tools </li></ul></ul><ul><ul><li>Service Knowledge & Configuration Management Tools </li></ul></ul>
  10. 10. IT Service Transition - Implementing the IT Services <ul><li>Service Transition provides guidance on the service design and implementation, ensuring that the service delivers the intended strategy and can be operated and maintained effectively. </li></ul>
  11. 11. Service Transition-Process <ul><ul><li>Support & Transition Management </li></ul></ul><ul><ul><li>Change Management </li></ul></ul><ul><ul><li>Asset & Configuration Management </li></ul></ul><ul><ul><li>Release & Deploy Management </li></ul></ul><ul><ul><li>Validation Management </li></ul></ul><ul><ul><li>Evaluation Management </li></ul></ul><ul><ul><li>Knowledge Management </li></ul></ul>
  12. 12. People Involved in Service Transition <ul><ul><li>Security Asset Manager </li></ul></ul><ul><ul><li>Desktop Asset Manager </li></ul></ul><ul><ul><li>Network Asset Manager </li></ul></ul><ul><ul><li>Systems, Servers & Storage Asset Manager </li></ul></ul><ul><ul><li>Applications Asset Manager </li></ul></ul>
  13. 13. Products & Tools Used <ul><li>Asset Management Tool </li></ul><ul><li>Service provision Tool </li></ul><ul><li>Run Book Task Automation Tools </li></ul><ul><li>Service Knowledge & Configuration Management Tools </li></ul>
  14. 14. IT Service Operation – Managing the IT Services <ul><li>Service Operation provides guidance on managing a service through its day-to-day production life. It also provides guidance on supporting operations by means of new models and architectures such as shared services, utility computing, web services, and mobile commerce. </li></ul>
  15. 15. Service Operation-Process <ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Incident Management </li></ul></ul><ul><ul><li>Problem Management </li></ul></ul><ul><ul><li>Fulfillment Management </li></ul></ul><ul><ul><li>Access Management </li></ul></ul><ul><ul><li>Service Desk Function Management </li></ul></ul><ul><ul><li>Service Operations Function Management </li></ul></ul><ul><ul><li>Technical Operations Function Management </li></ul></ul><ul><ul><li>Application Operations Function Management </li></ul></ul>
  16. 16. People Involved in Operation <ul><li>Security Operation Manager </li></ul><ul><li>Desktop Operations Manager </li></ul><ul><li>Network Operations Manager </li></ul><ul><li>Systems, Server & Storage Operations Manager </li></ul><ul><li>Applications Operations Manager </li></ul>
  17. 17. Products & Tools applied <ul><li>Service Desk with Incident Management Tool </li></ul><ul><li>Problem Management Tool </li></ul><ul><li>Event Management Tool </li></ul><ul><li>Run Book Technology Troubleshooting Tool </li></ul><ul><li>Run Book Application Troubleshooting Tool </li></ul><ul><li>Service Knowledge & Configuration Management Tools </li></ul>
  18. 18. IT Continual Service Improvement – Measuring the IT Services <ul><li>Continual Service Improvement provides guidance on measuring service performance through the service life-cycle, suggesting improvements in service quality, operational efficiency and business continuity. </li></ul>
  19. 19. IT Continual Service Improvement – Process <ul><li>IT Governance Management (using COBIT best practices) </li></ul><ul><li>IT Resource Management (using PMI methods) </li></ul><ul><li>IT Quality Management (using Six Sigma methods) </li></ul><ul><li>IT Security Management (using ISO standards) </li></ul>
  20. 20. People Involved in Continuous Improvement <ul><li>Service Measurement Manager </li></ul><ul><li>Quality Measurement Manager </li></ul><ul><li>Compliance Measurement Manager </li></ul><ul><li>Security Measurement Manager </li></ul><ul><li>Resource Measurement Manager </li></ul>
  21. 21. Products & Tools applied <ul><ul><li>Compliance Management & Measurement Tools </li></ul></ul><ul><ul><li>Service Knowledge & Configuration Management Tools </li></ul></ul>

×