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HDI Capital Area Meeting February 2019 What’s New and Changing with ITIL 4!

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A major revision to the ITIL framework, ITIL 4, is coming out on February 28th. We're here to give you the latest and greatest details, including: what's changing, what's not, what the new certification path will look like, and when courses will become available. We will also leave lots of time to answer all of your burning questions. Join us for this informational session!
Key takeaways for attendees:
• Comparison of ITIL v3 versus ITIL 4
• Overview of how ITIL integrates with Agile, DevOps, and Lean
• Discussion on how to leverage the new concepts

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HDI Capital Area Meeting February 2019 What’s New and Changing with ITIL 4!

  1. 1. February 22, 2019 Welcome! February 2019 Networking Event and Presentation
  2. 2. Thank you 2019 Sponsors!
  3. 3. HDI Capital Area Officers Bill Liberti, President LaTonya Morgan, VP Programs Monica Morrison, VP Program Logistics Christie Shell, VP Membership Kristin Ekanger, VP Finance Erica Hanna, VP of Communications NJ Robinson, VP Sponsorship Cecil Spence, Secretary Travis Johnson, AVP Membership Ed Solis, AVP Finance Lee Weekley, Chapter Advisor Sandy Seroskie, Chapter Advisor Virginia Scuderi, Leadership Council
  4. 4. HDI Local Chapter Membership 2019 Watch for news on becoming a member of our local chapter!
  5. 5. What’s Hot at HDI: Open Community Welcome to the New HDI Community! Have you heard? The HDI membership community is now complimentary! If you haven’t joined yet, what are you waiting for? For ZERO dollars, you gain access to: ✓ HDIConnect – Check out the new look and features! ✓ Practices & Salary Reports ✓ Monthly research, toolkits and trend reports ✓ Additional discounts to events and training ✓ Also be sure to learn more about HDI’s Local Chapter network and membership! ThinkHDI.com/community *All paid members will continue to receive access to their benefits, like member-only discounts, until your membership expires.
  6. 6. What’s Hot at HDI: Events! Upcoming HDI Conferences • HDI Conference & Expo ⎹ April 7-12, 2019 ⎹ Orlando, FL – Omni Rosen ⎹ Register at www.HDIConference.com – Reminder: Current HDI Members still receive their $200 discount – Paid Local Chapter Members receive a $150 discount and their local chapter receives $50 for your registration! Contact your local chapter for the registration code. – Announcing keynote speaker: Robert Van Winkle, a.k.a Vanilla Ice! Learn about his ultimate evolution, and yes, he will be performing at the conference party! • Service Management World⎹ Save the date: October 15-17, 2019 ⎹ Orlando, FL – Championsgate⎹ www.smworld.com
  7. 7. What’s Hot at HDI: Webinars! Upcoming HDI Webinars • Wednesday, February 27, 2019 • 1:00pm–2:00 pm ET – What Service Desk and Support Center Managers Should Know About AI – Speakers: Stephen Mann, Roy Atkinson and Akhil Sahai
  8. 8. What’s Hot at HDI: Training! HDI Training • Start the year out by investing in you and your team! • Visit ThinkHDI.com to view HDI’s current training schedule • Current HDI Members received a $100 discount on public, virtual training, and pre-conference training • Paid HDI Local Chapter Members receive a 5% discount on all registration based training • The local chapter for these paid members receives $50 for every public, virtual or pre-conference registrant and $25 for every online training registrant • Be sure to use your local chapter code!
  9. 9. • Support Center Analyst (SCA) and Customer Service Representative (CSR): Update Now Live! • NEW – Desktop & Advanced Support Technician: Completely updated to focus on the emerging/transitioning role of desktop and advanced tiers/levels. (Virtual & Public Release – end of February) • Technical Support Professional: NEW & Adding Certification: Advanced Trouble Shooting and Problem Solving: Q2 Release • Service Management Portfolio: Added Service Management Optimization (SMO) Course, Incident, Change, Service Level, ITIL 4 – Plus Consulting! • Coaching Course: Updated Coaching Course coming soon • Support Center Strategy: Updated Course coming soon • Director/Manager/Team Lead Courses: Undergoing revisions in 2019 What’s Hot at HDI: New Courses & Capabilities
  10. 10. Agenda 12:00 noon to 12:30 PM – Lunch and Networking 12:30 PM to 1:50 PM – Program 1:50 PM to 2:00 PM – Survey, Prize Drawing 2:00 PM – Meeting Ends
  11. 11. HDI Local Area Chapter’s Next Event: Next Stop Quality: 5 Steps to Increasing Service Desk Effectiveness Beyond 20 | March 22nd, 2019 | 12:00 – 2:00PM Monica Morrison and LaTonya Morgan
  12. 12. Today’s Program What’s New and Changing with ITIL 4! A major revision to the ITIL framework, ITIL 4, is coming out on February 28th. We're here to give you the latest and greatest details, including: what's changing, what's not, what the new certification path will look like, and when courses will become available. We will also leave lots of time to answer all of your burning questions. Join us for this informational session! Key takeaways for attendees: > Comparison of ITIL v3 versus ITIL 4 > Overview of how ITIL integrates with Agile, DevOps, and Lean > Discussion on how to leverage the new concepts
  13. 13. Our Speaker
  14. 14. Copyright 2019 Beyond20, LLC, All Rights Reserved Training | Consulting | Assessment (866) 856-3117 What’s new and changing in ITIL 4
  15. 15. Copyright 2019 Beyond20, LLC, All Rights Reserved What’s Changing
  16. 16. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved • ITIL 4 is an evolution, not a replacement • Everything from ITIL v3 is still relevant • ITIL v3 will be sunsetted in 2020 • ITIL 4 Foundation – February 28th • ITIL Advanced courses – Q3/Q4 What’s Changing and When
  17. 17. Copyright 2019 Beyond20, LLC, All Rights Reserved The Evolution of ITIL® Key Principles and Models Module 1: Key Concepts in Service Management 1980s 2000-01 2007 2011 2016 20181989 ITIL 4 provides the guidance organizations need to address changing service management challenges and utilize the potential of modern technology. What does good look like? First of the ITIL books are published Service delivery and support The service lifecycle Business alignment The guiding principles Service value system Copyright © AXELOS Limited 2019. Material is reproduced under license from AXELOS Limited. All rights reserved.*
  18. 18. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved ITIL 4 Certification Path ITIL® Master ITIL® Managing Professional (MP) ITIL® Specialist Create, Deliver, & Support ITIL® Specialist Drive Stakeholder Value ITIL® Specialist High Velocity IT ITIL® Strategist Direct, Plan, and Improve ITIL® Strategic Leader (SL) ITIL® Strategist Direct, Plan, and Improve ITIL® Leader Digital & IT Strategy ITIL® Foundation
  19. 19. Copyright 2019 Beyond20, LLC, All Rights Reserved What’s New
  20. 20. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved • Understanding and delivering customer value – ServiceValue System • Going beyond processes to practices • ITIL’s Guiding Principles • Agile, Lean, and DevOps integration What’s New
  21. 21. Copyright 2019 Beyond20, LLC, All Rights Reserved ServiceValue System
  22. 22. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved ITIL’s Guiding Principles Focus onValue Keep it Simple and Practical Collaborate and PromoteVisibility Think andWork Holistically StartWhereYou Are Progress Iteratively with Feedback Optimize and Automate
  23. 23. Copyright 2019 Beyond20, LLC, All Rights Reserved ServiceValue Chain “A set of interconnected activities that an organization performs to deliver a valuable product or services to its consumers and to facilitate value realization”
  24. 24. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved General Management Practices General management practices have been adopted/adapted for service management from general business management domains. • Architecture Management • Continual Improvement • Information Security Management • Knowledge Management • Measurement and Reporting • Organizational Change Management • Portfolio Management • Project Management • Relationship Management • Risk Management • Service Financial Management
  25. 25. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Service Management Practices Service management practices have been developed in service management and ITSM industries. • Availability management • Business analysis • Capacity and performance management • Change control • Incident management • IT asset management • Monitoring and event management • Problem management • Release management • Service catalog management • Service configuration management • Service continuity management • Service design • Service desk • Service level management • Service request management • Service validation and testing
  26. 26. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Technical Management Practices Technical management practices have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services • Deployment Management • Infrastructure and Platform Management • Software Development and Management
  27. 27. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved • To capture demand for incident resolution and service requests – It should also be the entry point and single point of contact for the service provider with all of its users Service Desk PURPOSE Service Desk Module 5: ITIL Service Management Practices
  28. 28. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Service Desk Service Desk Module 5: ITIL Service Management Practices Service Desk Excellent customer service skills Effective communication Incident analysis and prioritization Understand business priority Emotional intelligence Empathy
  29. 29. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Service Desk Service Desk Module 5: ITIL Service Management Practices Supporting technologies for a centralized service desk Intelligent telephony systems Workforce management/ resource planning systems Call recording and quality control Dashboard and monitoring tools Workflow systems Remote access tools Knowledge base Configuration management systems A virtual service desk allows agents to work from multiple, geographically-dispersed locations. It requires more sophisticated technology, allowing access from multiple locations and complex routing and escalation.
  30. 30. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Service Desk Service Desk Module 5: ITIL Service Management Practices Service Desk Access Channels Phone calls Service portals and mobile applications Live chat and chatbots Email Text and social media messaging Public and corporate discussion forms Walk-in service desks
  31. 31. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Service Desk Service Desk Module 5: ITIL Service Management Practices With increased automation and the gradual removal of technical debt, the focus of the service desk is to provide support for ‘people and business’ rather than simply technical issues. Major influence on user experience and how the service provider is perceived by users The service desk can focus on excellent customer experience when personal contact is needed Practical understanding of the wider organization – the empathetic link between the service provider and users Support and development teams need to work in close collaboration with the service desk
  32. 32. Copyright 2019 Beyond20, LLC, All Rights Reserved Next Steps
  33. 33. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved Questions? Amanda.casteel@beyond20.com (866) 856-3117 main Blog: https://www.beyond20.com/blog/ Twitter: @beyond20 LinkedIn: www.linkedin.com/in/eflora YouTube: youtube.com/user/Beyond20LLC

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