ITSM Academy has been providing accredited ITSM education and training since 2003. They offer certifications in ITIL, ISO 20000, MOF, and their own CPDE certification. Courses are offered publicly, privately on-site for companies, and virtually. Training includes foundational certifications, intermediate certifications focused on specific ITIL lifecycle stages and capabilities, workshops, and simulations. The goal is to provide practical education to improve business and customer satisfaction through effective IT service management.

1. About ITSM Academy
 Accredited Education  Since 2003 - Tens of Thousands
 Certified Process Design Engineer (CPDE) Trained and Certified
 ITIL® Foundation  ITSM Professional Diplomas
 Change/Support/SLM
 ITIL Capability (OSA|PPO|RCV|SOA)
 Public Classes throughout U.S.
 ITIL Lifec cle (SS|SD|ST|SO|CSI)
Lifecycle
 Corporate On-Site Classes
 ITIL Managing Across the Lifecycle (MALC)
 Virtual Classes
 ITIL Service Manager Bridge
 Courseware Licensing
 ISO/IEC 20000 Foundation
/
 Corporate & Partner (GEM)
 MOF Foundation
 Alumni Program
 Practical, Value-Add Workshops
p  PMI Global Education Provider
 ITSM Leadership  Federal Government (GSA)
 ITIL, MOF, ISO 20K Overviews Contractor
 Apollo 13, Visible Ops: The Class
13  Certified Woman-Owned
Woman Owned
 And more!
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
© ITSM Academy 1
Welcome!

2. ITIL Core and the Service Lifecycle
 Service Strategy
 Define and execute a service
strategy
 Service Design
 Design and develop services and SM
g p
processes
 Service Transition
 Transition new and changed services
into operations
 Service Operation
 Manage service delivery and © Crown copyright 2011. Reproduced
support under license from the Cabinet Office.
 Continual Service Improvement ITIL Core is built around
 Identify and implement a service lifecycle.
improvements
© ITSM Academy 2 ITIL Text - SS 1 Intro, 1.2

3. Service Strategy Important Terms
 Utility  Business Case
 Functionality offered by a  Decision support and planning
product or service to meet a tool; justifies a significant
particular need expenditure
 Warranty  Risk
 Service is available as needed  Possible event that could cause
with required capacity, continuity harm, loss or missed objective
and security  Return on Investment (ROI)
 Service Portfolio  Diff
Difference between benefit
b t b fit
 Complete set of services achieved and cost to achieve
managed by a service provider  Pattern of Business Activity
 Service Pipeline (PBA)
 Services under consideration or  A workload profile of one or
development more business activities
 Service Catalog  Outcome
 Services that are live and  I t d d or actual result of an
Intended t l lt f
available for deployment activity, process or IT service
© ITSM Academy 3 ITIL Text - SS 4

4. Service Strategy Purpose and Objectives
Service Strategy defines the perspective, position, plans and
patterns that a service provider must execute to meet an
organization’s business outcomes.
i ti ’ b i t
 Understand what strategy is
 Define services and their customers
 Define how value is created and delivered
 Identify
Id tif opportunities and h t exploit
t iti d how to l it
 Provide a service provision model
 Understand required capabilities
 Document how assets are used/optimized
 Provide processes that define and enable execution of
the strategy
h
© ITSM Academy 4 ITIL Text - SS 1.1.1

5. Service Design Purpose, Objectives and Scope
Service Design designs IT services and the governing IT practices,
processes and policies to realize the service provider’s strategy.
 Facilitate the introduction of services
into
i t supported environments
t d i t
 Design IT services so minimal
improvements are required
i t i d
 Embed continual improvement in all
Service Design ti iti
S i D i activities
The scope of Service Design includes the design of appropriate and
innovative IT services to meet current and future business requirements.
All (five) aspects of Service Design are considered.
© ITSM Academy 5 ITIL Text - SD 1.1.1, 1.1.2

6. Service Transition Purpose, Objectives and Scope
Service Transition ensures that new, modified, retired or
transferred services meet the expectations of the business.
 Plan and manage service changes efficiently and effectively
 Manage risks relating to new, changed or retired services
g g , g
 Successfully deploy service releases into supported
environments
 S correct expectations on the performance
Set i h f
and use of new or changed services
 Ensure that service changes create the expected
g p
business value
 Provide good-quality knowledge and information
about services and service assets
© ITSM Academy 6 ITIL Text - ST 1.1.1, 1.1.2

7. Service Operation Purpose, Objectives and Scope
Service Operation coordinates and carries out the
activities and processes required to deliver and manage
services at agreed levels to business users and customers
customers.
 Maintain business satisfaction and
confidence in IT through effective and
efficient delivery and support of
agreed IT services
 Minimize the impact of service outages
on day-to-day business activities
 Ensure access to agreed IT services is
only provided to those authorized
The scope of Service Operation includes ongoing management of
services, along with the SM processes, technology and people that are
used to deliver and support those services.
© ITSM Academy 7 ITIL Text - SO 1.1.1, 1.1.2

8. There is no finish line…
Service
Strategy Feedback
Lessons Learned
Output Service
Design Feedback
Lessons Learned
Output Service
Transition
Once services are identified and
processes are implemented the real
work b i
k begins… Output
O t t Service
CSI must be embedded within an Operation
organization’s culture.
© ITSM Academy
Continual Service Improvement
8

9. Remember the Goal….
Business and customer satisfaction.
© ITSM Academy 9

10. Want to Learn More?
Master
Certified Process
ISO/IEC 20000 ITIL Design Engineer
Foundation Expert (CPDE)
Complementary Course
5 credits Complementary Course
1 credit 1.5 credits
Managing Across the Lifecycle (MALC)
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
2 credits © ITSM Academy 2008
V3 F
Foundation
d ti
© ITSM Academy 10

11. Visible OPS
Certified Process
From Help Desk to Design Engineer (CPDE) ITIL SOA
Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Transition
ITIL Service Transition Overview
ITIL Service Operation
Service Operation
ITIL Continual Overview
Service Improvement
Assigning Dynamic Roles ITIL
and Responsibilities Foundation
ISO/IEC 20000
Apollo 13 Simulation Foundation
MOF
Foundation
ITIL Executive Overview
Customer Service
ITSM Excellence
ITIL O
Overview
i
Leadership Skills
Building Blocks of
Process Design
ISO/IEC 20000 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.