This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processesRichard Grieman
ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training and certification
This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processesRichard Grieman
ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training and certification
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
ITIL Practical Guide - Service TransitionAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=266
Integrating services with the business environment can be a daunting task. This video explains how you set success criteria and provide real, measurable business value. You will also learn the fundamentals of transition and release policy.
Awareness session for service managementMamdouh Sakr
ماذا تعرف عن مفاهيم ادارة الخدمة
كيف تعرف ماهية الطرق المثلى في تقديمة الخدمات
ما هي الخدمة ولماذا نستخدم ITIL في تحسين عمليات ادارة الخدمات
أسئلة كثيرة سنعرفها مع دورة ITIL Foundation وهذا رابط عن المفاهيم الاساسية لمفهوم تحسن مستوى الخدمات المقدمة
كل هذا واكثر مع صديقكم ممدوح صقر #Mamdouh_Sakr على #To_Wisdom_Together
Information Technology Infrastructure Library Service Management based on ITIL v3 Official Introduction. Contains Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
The how, why and what of ITIL® certificationsLora Beros
The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
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RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
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What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
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"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
2. 2
Life Cycle
The various stages through which a living thing passes
• Creation – The first part of our journey
• Childhood – The formative stage
• Adulthood – Where we hone our skills and perform within
expected societal parameters
3. 3
Continual Service
Improvement
ITIL v3 – Core Publications
• ITIL Service Management
Practices – Core Guidance
− Service Strategy
− Service Design
− Service Transition
− Service Operation
− Continual Service
Improvement
Se rviceService
Strategy
Service
Operation
Se rvice
De sig n
Service
Design
Service
Transition
ITIL
4. 4
Service Strategy
• Shows organization how to
transform Service Management
into strategic asset and to then
think and act in a strategic manner
• Helps clarify the relationships
between various services,
systems or processes and the
business models, strategies or
objectives they support
5. 5
Service Strategy - Key Concepts
• Value Creation
− Utility and Warranty
• Service Assets
− Service Capabilities and Resources
• Service Provider Types
− Type I, Type II, Type III
• Developing Service Offerings
− Service Portfolio
6. 6
Assets, Resources and Capabilities
Asset
Any resource or capability. Assets of a Service Provider
include anything that could contribute to the delivery of a
Service
Resource
A generic term that includes infrastructure, people,
money or anything else that might help to deliver a
Service
Capability
The ability of an organization, person, process,
application, configuration item or IT Service to carry out
an activity
8. 8
Service Provider
• An organization supplying services to one or more internal
customers or external customers
Type 1
•Internal
•Embedded in the business unit it serves
Type 2
•Shared (Internal)
•Provide services to multiple business units
Type 3
•External
•Provide services to many customers
10. 10
Service Strategy – Processes
• Financial management
− Understand the value of IT Services and assets
− Provide support for forecasting and decision making
• Strategy Generation
− Define the Market
− Develop the Offerings
− Develop Strategic Assets
− Prepare for Execution
• Service Portfolio Management
− Provide direction to Service Design so they can manage and fully exploit the
services into the future
• Demand Management
− Understand and influence Customer demand for services and provision of
capacity to meet these demands
11. 11
Service Design (SD)
• Provides guidance for the design
and development of services and
Service Management processes
• The scope includes new services,
and the changes and
improvements necessary to
increase or maintain value to
customers over the lifecycle of
services
12. 12
Service Design
Key Concepts
• Four Ps
• Service Design Package
• Aspects of Service Design
Processes
• Service Level Management
• Service Catalog
Management
• Availability Management
• Information Security
Management
• Supplier Management
• Capacity Management
• IT Service Continuity
Management
13. 13
Scope of Service Design – “The Four Ps”
Products
Partners
People
Process
es
14. 14
Service Design Package
• Service Design Package
− Defines the service through all stages of its lifecycle
− Passed to Service Transition for implementation
15. 15
Service Design - Aspects
• Service solutions
• Service management systems and tools
• Technical and management architectures
• Service management processes
• Measurement systems and metrics
16. 16
Service Transition (ST)
• Plan and implement the
deployment of all releases to
create a new services or improve
an existing service
• Assure that the proposed changes
in the Service Design Package
are realized
• Successfully steer releases
through testing and into live
environment
• Transition services to/from other
organizations
• Decommission or terminate
services
17. 17
Service Transition
Key Concepts
• Service V Model
• Configuration Item
• Configuration Management
System (CMS)
• Service Knowledge Management
System
• Data Information Knowledge
Wisdom (DIKW)
• Definitive Media Library
Processes
• Transition Planning and
Support
• Change Management
• Service Asset Configuration
Management
• Release and Deployment
Management
• Service Validation and
Testing
• Evaluation
• Knowledge Management
18. 18
Service V Model
Level 1 Business
Needs
Level 2 Service
Requirements
Level 5 Develop
Service
Level 3 Design
Service
Level 4
Design
Release
Business
Acceptance
Service
Acceptance
Component
Test
Operational
Testing
Release
Test
Build
& Test
Test Criteria Design
20. 20
Service Operation (SO)
• Coordinate and carry-out day-to-
day activities and processes to
deliver and manage services at
agreed levels
• Ongoing management of the
technology that is used to deliver
and support services
• Where the plans, designs and
optimizations are executed and
measured
21. 21
Service Operation
Key Concepts
• Event
• Service Request
• Self Help
Functions
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management
Processes
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Operation Management
22. 22
Service Operation – Key Concepts
Event
An alert or notification created by any IT Service,
Configuration Item or monitoring tool. e.g. a batch job has
completed. Events typically require IT Operations personnel
to take actions, and often lead to incidents being logged
Service
Request
A request from a user for information or advice, or for a
standard change. For example to reset a password, or to
provide standard IT Services for a new user
Self-Help
Technology, such as a web interface, that allows users to
find information for themselves and allow Service Requests
and Incidents to be submitted on-line
23. 23
Continual Service Improvement (CSI)
• Aims to continually align IT
services to changing business
needs by identifying and
implementing improvements
• Continually looking for ways to
improve process efficiency and
effectiveness as well as cost
effectiveness
• Works to improve each stage in
the lifecycle
− not just the current services,
people and processes
25. 25
Value to business of CSI
• Improved service quality, higher availability
• Gradual cost reductions and better cost-justification
• Better information about existing services and areas for
improvement
• Better business/IT alignment
• Increased flexibility and adoptability
• Improved communication
26. 26
Continual Service Improvement
Key Concepts
• Plan-Do-Check-Act
• CSI model
• Business value of service
measurement
• Types of metric
Processes
• Service Measurement
• Service Reporting
• Service Improvement
27. 27
Continual Service Improvement
Plan-Do-Check-Act – Implementing CSI
Inputs
(Business
requirements,
Requests for
services…)
Outputs
(Business
results,
customer
satisfaction…)
ACT
Modify CSI
CHECK
Monitor,
measure, review
CSI
DO
Implement CSI
PLAN
CSI
Management
Responsibility
29. 29
Business Value of Service Measurement
• Why Measure?
− To Validate
• Strategy and vision can define measurable goals
− To Direct
• Targets and metrics to drive behaviour
− To Justify
• Factual evidence to support a business case
− To Intervene
• Measuring the effect of changes and improvements
30. 30
Types of Metric
Service
Metrics
The results of the end-to-end service
Process
Metrics
CSFs, KPIs and activity metrics for the service
management processes
Technology
Metrics
Component and application based metrics such as
utilisation, performance, availability
31. 31
Identify
• Vision, & Strategy
• Tactical Goals
• Operational Goals
1. Define what you
should measure
2. Define what you
can measure
3. Gather the data
Who? How? When?
Integrity of data?
4. Process the data
Frequency? Format?
System? Accuracy?
5. Analyze the data
Relations? Trends?
According to plan?
Targets met?
Corrective action?
6. Present and use
the information
assessment summary
action plans, etc.
7. Implement
corrective action
Goals
The 7-Step Improvement Process
Data
Information
Knowledge
Wisdom
Purpose: Key Message: Creation – the first part of our journey. As an embryo develops, its life blueprint is being established through the architecture of its DNA. The embryo’s genetic structure will dictate its capability, propensity for immunity or vulnerability to disease, and certain personality characteristics it will carry throughout life. Childhood – the formative stage. We are influenced by our exposure to the world around us and can influence our life blueprint in how we manifest and integrate ourselves with the world around us. Our understanding of our needs, both for growth and creativity, are our ’requirements’ that allow us to create value for ourselves and those who come into contact with us. Adulthood – where we hone our skills and perform within expected societal parameters. We strive to improve our capabilities continually and define our value. By this time, we have built a complex network of relationships and dependencies to others. The world we live in has become far more complex than in childhood and managing our lives more challenging. Additional Information: N/A Transition to Next Slide:
Diagram: Shows the Core ITIL V3 publications/books. Setting the scene (middle) is Service Strategies, laying out guidelines for the IT organization, how to deliver value, which service portfolios to offer, etc. Service Design – translates strategic plans and objectives into designs and specifications ready to be built. Service Transition – takes the IT service design and implements it into the production environment. Service Operation – management of the IT services on a day-to-day basis Continual Service Improvement – ensuring that the IT service meets it’s service level objectives over-time; ensuring that the overall IT Service Management implementation is able to support the needs of the IT services and their customers – and that improvement/corrections are made as required. Each of the life-cycle stages is subject to Continual Service Improvement. Up to this point, we have defined the Core ITIL V3 publications.
Purpose: Key Message: Additional Information: Transition to Next Slide:
Purpose: Key Message: Additional Information: Transition to Next Slide:
Purpose: Key Message: Additional Information: N/A Transition to Next Slide:
Purpose: Key Message: Additional Information: N/A Transition to Next Slide:
Purpose: Key Message: Additional Information: Transition to Next Slide:
Protect your services Cost to fix a defect at each level goes up by about 10x - so need to detect them as early as possible in the lifecycle
Purpose: Key Message: Additional Information: Transition to Next Slide:
Purpose: Key Message: Additional Information: Transition to Next Slide:
Purpose: Key Message: Additional Information: Transition to Next Slide:
Purpose: Key Message: Additional Information: Transition to Next Slide: