This Presentation will give you overview about ITIL(It infrastructure Library).It shows you how IT infrastructure management practice implement in companies with huge IT Network and get benefit through Service Management
This document provides an overview of ITIL (Information Technology Infrastructure Library) version 3. It defines key concepts in IT service management such as service, service level, configuration management system, and the four Ps of service management. It describes the five stages of the ITIL service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. It explains several processes within these stages, such as service portfolio management, availability management, capacity management, change management, and release management. The goal of ITIL is to provide best practices for delivering high-quality IT services.
ITILv3 provides a systematic approach to IT service management best practices. The presentation introduces key concepts in ITILv3 including the service lifecycle, configuration management, change management, and roles. It summarizes the five stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement.
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 (Information Technology Infrastructure Library version 3). It discusses what ITIL is, the key differences between versions 1, 2, and 3. It then covers some of ITIL's key concepts like services, service levels, configuration management, and the service lifecycle. The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement. The document provides brief explanations of some of the processes within these stages, including service portfolio management, financial management, and capacity management.
This document provides an overview of ITIL v3 and its key concepts. ITIL is a framework for IT service management that focuses on aligning IT services with business needs. Some key points covered include:
- ITIL v3 simplified the previous version and focuses on how to provide services through five core publications and a service lifecycle approach.
- The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement.
- Processes and functions are defined for each stage to ensure IT services meet business requirements and are efficiently managed.
- Roles and responsibilities are identified for effective service management.
The document describes several key functions within IT operations management:
1) The Service Desk function handles incidents and service requests from users and aims to restore normal service quickly.
2) Technical Management maintains the technical infrastructure and ensures skills and resources are available to support the IT lifecycle.
3) Application Management supports applications and integrates their lifecycle into overall IT service management.
4) IT Operations Management executes ongoing procedures to maintain infrastructure and deliver services at agreed levels. It includes functions like operations control and facilities management.
The document discusses service operation processes including event management, incident management, request fulfillment, and access management. It describes event management as monitoring all events through the IT infrastructure to allow normal operation and detect exceptions. Incident management focuses on restoring service as quickly as possible to minimize business impact. Access management grants authorized users access to services while restricting unauthorized users.
This document provides an overview of ITIL (Information Technology Infrastructure Library) version 3. It defines key concepts in IT service management such as service, service level, configuration management system, and the four Ps of service management. It describes the five stages of the ITIL service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. It explains several processes within these stages, such as service portfolio management, availability management, capacity management, change management, and release management. The goal of ITIL is to provide best practices for delivering high-quality IT services.
ITILv3 provides a systematic approach to IT service management best practices. The presentation introduces key concepts in ITILv3 including the service lifecycle, configuration management, change management, and roles. It summarizes the five stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement.
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 (Information Technology Infrastructure Library version 3). It discusses what ITIL is, the key differences between versions 1, 2, and 3. It then covers some of ITIL's key concepts like services, service levels, configuration management, and the service lifecycle. The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement. The document provides brief explanations of some of the processes within these stages, including service portfolio management, financial management, and capacity management.
This document provides an overview of ITIL v3 and its key concepts. ITIL is a framework for IT service management that focuses on aligning IT services with business needs. Some key points covered include:
- ITIL v3 simplified the previous version and focuses on how to provide services through five core publications and a service lifecycle approach.
- The service lifecycle consists of five stages: service strategy, service design, service transition, service operation, and continual service improvement.
- Processes and functions are defined for each stage to ensure IT services meet business requirements and are efficiently managed.
- Roles and responsibilities are identified for effective service management.
The document describes several key functions within IT operations management:
1) The Service Desk function handles incidents and service requests from users and aims to restore normal service quickly.
2) Technical Management maintains the technical infrastructure and ensures skills and resources are available to support the IT lifecycle.
3) Application Management supports applications and integrates their lifecycle into overall IT service management.
4) IT Operations Management executes ongoing procedures to maintain infrastructure and deliver services at agreed levels. It includes functions like operations control and facilities management.
The document discusses service operation processes including event management, incident management, request fulfillment, and access management. It describes event management as monitoring all events through the IT infrastructure to allow normal operation and detect exceptions. Incident management focuses on restoring service as quickly as possible to minimize business impact. Access management grants authorized users access to services while restricting unauthorized users.
This document provides an overview of IT service design and several key IT service management processes. It discusses the purpose, objectives, scope, value and basic concepts of service design, service catalog management, service level management, capacity management, availability management, and IT service continuity management. For each process, it describes relevant activities, roles, metrics, challenges and interfaces. The document is intended to explain these important ITSM processes at a high level.
This document provides an overview of service transition concepts and processes including:
- The V model for service transition
- Configuration items, configuration management systems, knowledge management, and service knowledge management systems
- Change management, service asset and configuration management, and release and deployment management processes
- Key concepts for each process such as configuration baselines, configuration items, and definitive media libraries are defined to support effective service transition.
The document discusses service operation and provides guidance on achieving efficiency and effectiveness in service delivery and support. It covers topics like incident management, request fulfillment, problem management, access management, and event management. The purpose of service operation is to coordinate and carry out activities required to deliver and manage services at agreed levels for users and customers.
Best ITIL Certification Training Program by IBM - Providing Quality Education to People. People who have enrolled with ThinkFaculty ITIL Program have successfully passed the examinations.
The document provides an overview of Team 3's assignment on ITIL software process and quality management. It includes an introduction to ITIL, the team members, and covers various ITIL concepts like the service lifecycle, ITIL benefits, certification levels, and processes for service strategy, design, transition, operation, and continual service improvement.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and compares it to other frameworks such as RUP (Rational Unified Process) and PMI (Project Management Institute). ITIL is a set of best practices for IT service management owned by the UK government. The current version is ITIL v3 which defines 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains various processes and functions. The document also discusses differences between concepts in ITIL like processes, functions, and lifecycles compared to those in other frameworks.
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.
The document provides an overview of an ITIL Foundation course, including its objectives, agenda, and content. The key points are:
- The course aims to increase understanding of IT service management processes and concepts based on ITIL best practices.
- Topics covered include service desk, incident management, problem management, change management, and other ITIL processes.
- ITIL is a collection of best practices for IT service management and has become the de facto international standard.
PECB Webinar: How to design IT Services for achieving business objectives?PECB
We will cover:
This webinar will cover the fundamentals of the design processes and the five aspects of the design. It includes the methods, practices and tools for achieving excellence in service design, based on ITIL and ISO 20000 standard.
Presenter:
This webinar will be presented by Silvana Tomić Rotim (PMP, CMC, 27001, 200000, 9001, etc.)
The document discusses the Service Transition book which covers developing and improving capabilities for transitioning new and changed services into production environments through processes like transition planning, change management, service asset and configuration management, release and deployment management, service validation and testing, and knowledge management. The purpose of Service Transition is to ensure new, modified, or retired services meet business expectations by increasing success rates of changes and releases and having more accurate estimates of service levels and costs.
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.
IDT Consulting & Systems is an Egyptian IT consulting firm that provides enterprise resource planning (ERP) software and services. Their ERP system called Favorite is a cloud-based solution that integrates various business functions like finance, supply chain, human resources, manufacturing, and commercial operations. It offers flexibility, customization, and mobile access. IDT aims to help businesses improve processes, lower costs, and make data-driven decisions through integrated systems and software.
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
The document provides an overview of the key concepts and processes involved in ITIL Service Design. Service Design ensures that new or changed IT services are properly designed and aligned with business needs before being transitioned to live use. It involves specifying service quality targets, architectures, and measurement systems during design. Key processes include Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, and Security Management to design services that meet quality requirements for availability, capacity, continuity, and security.
This document provides an overview of ITIL service strategy best practices. It discusses key concepts such as utility, warranty, service providers, delivery models, and service models. It also summarizes the processes of service portfolio management, demand management, and financial management which are important for defining and delivering valuable IT services.
Jerald Joseph has over 19 years of experience in information technology with expertise in system design, application setup, IT security, IT service management, and project management. He has held several leadership roles at IBM India Pvt Ltd focusing on IT security, data privacy, disaster recovery, business continuity, and project delivery. Jerald has received numerous awards and recognition for his work in customer satisfaction and delivery excellence. He holds several certifications in IT security, business continuity, and quality management.
The document discusses the key concepts and processes in the Information Technology Infrastructure Library (ITIL) framework. ITIL describes best practices for IT service management and is broken down into five core publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each publication focuses on a different stage of the service lifecycle to help align IT services with business needs and ensure quality service delivery.
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.
The document summarizes how Essar Oil leveraged an operations simulation program conducted by enParadigm to improve refinery operations and profitability. Senior managers from various refinery functions participated in a 2-day simulation where they operated virtual refineries and had to make real-time operational decisions. This allowed them to gain a wider business perspective on how their daily decisions impact other departments and the company's performance. As a result, participants implemented various initiatives like aligning maintenance schedules to reduce costs, optimizing resource allocation, and micro-innovations to streamline processes. The intervention helped Essar Oil improve cost control, resource optimization, and operational effectiveness.
Essar Oil implemented a simulation-based leadership workshop by enParadigm to address increasing business complexity and volatile costs. Over 60 senior managers participated in workshops to improve cross-functional decision making, consider financial impacts, and optimize resources. Six months later, managers reported new revenue opportunities, improved collaborative decisions, cost savings, efficient resource allocation, and finance-driven planning. The workshops helped Essar Oil's managers navigate business challenges and increased the company's competitiveness.
This document provides an overview of IT service design and several key IT service management processes. It discusses the purpose, objectives, scope, value and basic concepts of service design, service catalog management, service level management, capacity management, availability management, and IT service continuity management. For each process, it describes relevant activities, roles, metrics, challenges and interfaces. The document is intended to explain these important ITSM processes at a high level.
This document provides an overview of service transition concepts and processes including:
- The V model for service transition
- Configuration items, configuration management systems, knowledge management, and service knowledge management systems
- Change management, service asset and configuration management, and release and deployment management processes
- Key concepts for each process such as configuration baselines, configuration items, and definitive media libraries are defined to support effective service transition.
The document discusses service operation and provides guidance on achieving efficiency and effectiveness in service delivery and support. It covers topics like incident management, request fulfillment, problem management, access management, and event management. The purpose of service operation is to coordinate and carry out activities required to deliver and manage services at agreed levels for users and customers.
Best ITIL Certification Training Program by IBM - Providing Quality Education to People. People who have enrolled with ThinkFaculty ITIL Program have successfully passed the examinations.
The document provides an overview of Team 3's assignment on ITIL software process and quality management. It includes an introduction to ITIL, the team members, and covers various ITIL concepts like the service lifecycle, ITIL benefits, certification levels, and processes for service strategy, design, transition, operation, and continual service improvement.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and compares it to other frameworks such as RUP (Rational Unified Process) and PMI (Project Management Institute). ITIL is a set of best practices for IT service management owned by the UK government. The current version is ITIL v3 which defines 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains various processes and functions. The document also discusses differences between concepts in ITIL like processes, functions, and lifecycles compared to those in other frameworks.
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.
The document provides an overview of an ITIL Foundation course, including its objectives, agenda, and content. The key points are:
- The course aims to increase understanding of IT service management processes and concepts based on ITIL best practices.
- Topics covered include service desk, incident management, problem management, change management, and other ITIL processes.
- ITIL is a collection of best practices for IT service management and has become the de facto international standard.
PECB Webinar: How to design IT Services for achieving business objectives?PECB
We will cover:
This webinar will cover the fundamentals of the design processes and the five aspects of the design. It includes the methods, practices and tools for achieving excellence in service design, based on ITIL and ISO 20000 standard.
Presenter:
This webinar will be presented by Silvana Tomić Rotim (PMP, CMC, 27001, 200000, 9001, etc.)
The document discusses the Service Transition book which covers developing and improving capabilities for transitioning new and changed services into production environments through processes like transition planning, change management, service asset and configuration management, release and deployment management, service validation and testing, and knowledge management. The purpose of Service Transition is to ensure new, modified, or retired services meet business expectations by increasing success rates of changes and releases and having more accurate estimates of service levels and costs.
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.
IDT Consulting & Systems is an Egyptian IT consulting firm that provides enterprise resource planning (ERP) software and services. Their ERP system called Favorite is a cloud-based solution that integrates various business functions like finance, supply chain, human resources, manufacturing, and commercial operations. It offers flexibility, customization, and mobile access. IDT aims to help businesses improve processes, lower costs, and make data-driven decisions through integrated systems and software.
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
The document provides an overview of the key concepts and processes involved in ITIL Service Design. Service Design ensures that new or changed IT services are properly designed and aligned with business needs before being transitioned to live use. It involves specifying service quality targets, architectures, and measurement systems during design. Key processes include Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, and Security Management to design services that meet quality requirements for availability, capacity, continuity, and security.
This document provides an overview of ITIL service strategy best practices. It discusses key concepts such as utility, warranty, service providers, delivery models, and service models. It also summarizes the processes of service portfolio management, demand management, and financial management which are important for defining and delivering valuable IT services.
Jerald Joseph has over 19 years of experience in information technology with expertise in system design, application setup, IT security, IT service management, and project management. He has held several leadership roles at IBM India Pvt Ltd focusing on IT security, data privacy, disaster recovery, business continuity, and project delivery. Jerald has received numerous awards and recognition for his work in customer satisfaction and delivery excellence. He holds several certifications in IT security, business continuity, and quality management.
The document discusses the key concepts and processes in the Information Technology Infrastructure Library (ITIL) framework. ITIL describes best practices for IT service management and is broken down into five core publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each publication focuses on a different stage of the service lifecycle to help align IT services with business needs and ensure quality service delivery.
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.
The document summarizes how Essar Oil leveraged an operations simulation program conducted by enParadigm to improve refinery operations and profitability. Senior managers from various refinery functions participated in a 2-day simulation where they operated virtual refineries and had to make real-time operational decisions. This allowed them to gain a wider business perspective on how their daily decisions impact other departments and the company's performance. As a result, participants implemented various initiatives like aligning maintenance schedules to reduce costs, optimizing resource allocation, and micro-innovations to streamline processes. The intervention helped Essar Oil improve cost control, resource optimization, and operational effectiveness.
Essar Oil implemented a simulation-based leadership workshop by enParadigm to address increasing business complexity and volatile costs. Over 60 senior managers participated in workshops to improve cross-functional decision making, consider financial impacts, and optimize resources. Six months later, managers reported new revenue opportunities, improved collaborative decisions, cost savings, efficient resource allocation, and finance-driven planning. The workshops helped Essar Oil's managers navigate business challenges and increased the company's competitiveness.
This document provides a summary of a student's summer project report on trade finance. The 3-page summary covers:
1) An overview of working capital and trade finance, explaining key concepts like fund-based and non-fund based trade finance instruments.
2) Descriptions of common fund-based instruments like cash credit, bill discounting, and export packing credit.
3) Explanations of non-fund based instruments like letters of credit, bank guarantees, and buyers' credit.
4) The objectives of the student's study, which were to learn about the mechanisms and workings of trade finance.
So in summary, the document outlines some of the key topics and instruments in trade
Sources of finance for Oil,Gas and Petroleum companies.Harish Manchala
This document summarizes various sources of finance available to oil, gas, and petroleum companies. It discusses internal sources like profits, customers, and suppliers. It also outlines various external sources of equity and debt finance, including short, medium, and long-term debt options like bank loans, debentures, leasing, etc. Finally, it provides details on important financial items that would be present on the balance sheets of oil companies, such as share capital, long-term borrowings, types of debentures, loans from development boards, and external commercial borrowings.
Essar Oil Ltd was incorporated in 1992 with the objective of providing oil and gas services. It is part of the Essar Group conglomerate. The company uses various costing methods like job costing, batch costing, and process costing to track costs. A sample cost sheet from 2012 shows the company incurred total costs of Rs. 115.11 crore against sales of Rs. 210.02 crore, earning a profit of Rs. 94.91 crore. Cost sheet analysis is important for Essar Oil to understand its cost structure and profitability.
The document summarizes Toyota's production system. The system aims to contribute to industry and the economy through technology transfer, human resource development, and competitive vehicles. It focuses on just-in-time production to reduce inventory costs by producing according to demand. Key concepts include kanban cards to signal production needs, jidoka for quality control, and eliminating waste (muda) to improve efficiency.
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014Patricia NENZI
This document provides an overview of ITILv3 and its key concepts. ITIL is a framework for IT service management best practices that focuses on aligning IT services with business needs. Version 3 simplified the framework into 5 core publications and placed more emphasis on strategic guidance. The service lifecycle consists of 5 stages: service strategy, design, transition, operation, and continual service improvement. The goal is to design, transition, and operate services that meet business requirements and strategic objectives.
(ONLINE) ITIL Indonesia Community - IT Operation Practical ApproachITIL Indonesia
The document summarizes an ITIL Indonesia Meetup presentation on practical IT operation approaches. The presenter has experience in IT engineering, operations, and digital banking. He discusses key aspects of IT operations including availability management, monitoring, service desk, incident and problem management, and change control. The presentation emphasizes establishing clear processes and communication to effectively manage incidents and changes while maintaining high service availability. It also explores integrating agile practices like backlogs with traditional ITIL service management frameworks.
This document provides an overview of CA's Unicenter Service Desk solution. It discusses how the Service Desk can help centralize logging and tracking of support calls while providing online reporting and performance metrics through the Unicenter Service Desk Dashboard. Key features of the Service Desk include incident, problem and change management capabilities in line with ITIL best practices as well as a totally web-based interface. The Service Desk integrates with other CA products to provide a unified view of IT assets, changes, and services.
The document provides an overview of service transition in ITIL. It discusses the need for IT service management due to increasing business dependence on IT and complexity. The core values of service transition are to align IT services with business needs, improve quality, and reduce costs. Benefits include more customer-focused services, continuous improvement, and better relationships between IT and business. Service transition processes like change management, release management, and configuration management help plan and manage changes to services while minimizing risks and disruptions. The objectives are to efficiently plan and manage service transitions through controlled changes and knowledge management.
This document provides an overview of IT service management (ITSM) and IT Infrastructure Library (ITIL) best practices. ITSM aims to align IT services with business needs, improve quality, and reduce costs. ITIL provides standard processes for IT service support, including incident management, problem management, change management, and configuration management. The document defines objectives and key performance indicators for evaluating these IT service management processes.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and its benefits. ITIL is a framework that aligns business needs with IT services through best practices. It can help organizations improve service delivery, reduce costs, and increase customer satisfaction. The document describes several ITIL service delivery functions and processes, including incident management, problem management, and request fulfillment. It provides an example of how following ITIL procedures helped streamline service request fulfillment for a client.
Remote infrastructure management (RIM) refers to remotely managing IT infrastructure such as workstations, servers, network devices, and storage devices. It aims to reduce costs, increase efficiency, provide preventative maintenance, lower risks, and ensure business continuity. RIM services include monitoring, help desk support, server management, and application support provided through a centralized global command center to reduce downtime and improve user satisfaction.
The document describes an upcoming seminar on ITIL Foundation Certification. It will provide an overview of IT Service Management and ITIL, including the key concepts and areas of ITIL. Attendees will learn about the ITIL service lifecycle and why organizations implement ITIL. The seminar will also help prepare attendees for the ITIL Foundation Certification exam.
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
The document discusses ASG's Path to Optimization which helps customers move from reactive to proactive management of their IT infrastructure and business services. It outlines 4 levels - from basic monitoring and management to predictive analytics and optimization. ASG provides out-of-the-box solutions built on their Business Service Performance (BSP) platform to help customers implement levels 2-3 around areas like applications, infrastructure, service support and information management. The solutions provide benefits like reduced costs, improved services and business alignment. Customer stories demonstrate how the solutions have helped optimize operations.
Alexander Lee Rhea is a Major Incident Manager and Change Manager with over 20 years of experience in IT service management roles. He has a Bachelor's Degree in Computer Information Systems and various ITIL certifications. He has extensive experience implementing and supporting ITSM tools like HP Service Manager, Remedy, Maximo, and IBM ManageNow. His experience includes roles managing incidents, problems, changes, releases and knowledge at Deutsche Bank, State Farm Insurance, and Bloomberg LP.
Msp It Goverance And Service Delivery Processkadhar_masthan
The document discusses IT service management frameworks and standards including ITIL, ISO 20000, COBIT, and ISO 27001. It uses the example of an IT services company called InfraRemote to illustrate how implementing these frameworks can help address issues like unmet service level agreements, poor customer support, and a lack of processes. Adopting standards like ITIL can help formalize processes, align IT with business goals, improve service quality, and increase maturity from an initial ad-hoc level to optimized processes.
I hope this introductory presentation to ITIL v3 Foundation exam will be very useful to the readers. The time one needs to spend on study depends upon one's experience with ITIL related practices in real world. Nonetheless, it is very simple study, but the exam questions may be trickier than expectation. So, focus on learning ITIL concepts rather than adding ITIL certificate to your resume.
References for the slides used from:
http://taruu.com/Documents/ITIL%20v3%20Foundation%20Study%20Guide%20v4.2.2.5.pdf
The Art of Service – ITIL v3 Foundation Complete Certification Kit (book and online course)
Skillport - IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 exam
The document provides an overview of ITIL (Information Technology Infrastructure Library) IT service management. It discusses what ITIL is, its key concepts and processes. ITIL is a framework that provides best practices for IT service management. It aims to align IT services with business needs. The document outlines some of ITIL's core operational and tactical processes like service desk, incident management, problem management, change management etc. It also discusses how organizations can implement ITIL and some benefits of adopting ITIL practices.
Sandeep Kumar is a senior IT professional with over 9 years of experience in roles such as project management, IT operations, governance, and customer relationship management. He is currently the Head of IT and Operations at Softbrain Computech Technologies, where he is responsible for IT strategy, infrastructure management, security, and customer support. Previously he held IT leadership roles at HCL Infinet and other companies. He has expertise in managing projects, IT service delivery, and vendor relationships.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
This document provides an overview of AOS SRM Consulting's ITIL and ITSM consulting services. It begins with an agenda and descriptions of key concepts like ITIL, ITSM, and IT asset management. The document then discusses what ITIL is and its key processes. It outlines benefits of ITIL implementation such as reduced costs, improved productivity, and better customer service. Case studies are presented showing cost savings and improvements from other organizations that implemented ITIL. The document discusses how ITIL can improve security, compliance and risk management. It positions AOS as able to provide end-to-end IT orchestration, automation and service management consulting services. Finally, it outlines AOS' multi-phase implementation approach for ITIL
This document provides a summary of Maggie Wright's professional experience, including her current role as Program Manager for the Southern Inland Health Initiative Program at the Department of Health Statewide Telehealth Services in Western Australia. Previous roles include Manager of Infrastructure Services at TSA Telco Group supporting infrastructure services in Australia and Manila, and IT Service Delivery Manager for Iluka Resources in Australia. Maggie has over 15 years of experience managing IT infrastructure projects, service delivery teams, and vendor/contract management. She has strong skills in stakeholder engagement, change management, and delivering business outcomes through methodologies like ITIL.
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Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
3. VISION
• Setup indian Retail network of 5000 outlets & Establish footprints
in important export markets
• Crude oil-30% of refining capacity Gas-100% of group feed stock
requirement
• Target refining capacity-1 million bpd with state of the art
technology
MISSION
• To create enduring value for customers and stakeholders in core
manufacturing and service businesses, through world-class
operating standards, state-of-the-art technology and the 'positive
attitude' of our people.
4. Introduction to Essar Oil Ltd.
• Essar Oil Ltd. was founded by the Ruia family and is headed by
Chairman Shashi Ruia and Vice-Chairman Ravi Ruia.
• Essar Oil Ltd. is completed in 2006 over investment of about
$2.26bn at Vadinar ,Jamnagar in Gujarat,INDIA.
• Essar Oil's assets include developmental rights in proven
exploration blocks , a 10.5 mtpa refinery on the west coast of
India & Plans are under way to increase its exploration to refinery
capacity to 36 mtpa.
• It will also produce LPG, Naphtha, light diesel oil, Aviation Turbine
Fuel (ATF) and kerosene.
5. •
* 25+ Standalone servers
* Centralized HP Storage : 14 Tb +
* Exchange Server (Clustering Planned)
* Automated SAN based Backup Solution
with HP Data Protector.
* Nortel and ZTE based Routing and
switching setup
* 30Mbps MPLS with 4 Mbps Airtel Link
redundancy (In Process)
* Secured site to site VPN access for Remote
users
* Internet through TATA MPLS
* 50 KM Fiber, 1200 Node & 250 Assets
* 24/7 Centralized helpdesk support
* Remote Support / On site support
* Layered NOC ORG Structure
* HP OV Tool under implementation
* Unified support for entire group companies
at Vadinar and Jamnagar.
* EITL designed Datacenter
* ISO27001 based IT security policy
* Multiple Power Source. DG backup In
Process
* Redundant Precision ACs
* Smart Card based Access Control
Vadinar
Vadinar IT Setup
6. WHAT IS ITIL?
Origins:
• British Government’s effort to improve IT management
• Developed by the CCTA in the late 1980’s
• Originally, a library of over 40 books that documented various IT
Service areas, processes and standards
• Today, a library of 8 books, under the auspices of OGC
ITIL is known as IT INFRASTRUCTURE LIBRARY
The Information Technology Infrastructure Library (ITIL) is
a set of concepts and practices for Information Technology
Services Management (ITSM), Information Technology (IT)
development and IT operations.
7. ITIL Objectives
Three Key Objectives of IT Service Management:
1. Align IT Services with the Current and Future Needs
of the Business and its Customers
2. Improve Quality of IT Services
3. Reduce Long-Term Costs of IT Service Provision
11. Work of The service desk
• The Service Desk is more than just a Help Desk
• The first and single point of contact
• High quality support to meet business goals
• Help identify costs of IT services
• Proactive support and communication of changes
• Increase user perception and satisfaction
• Identification of business opportunities
• Identification of Training Opportunities
The Service Desk
Essentials
12. Responsibilities
• Receive and record all calls from users
• Provide first-line support (using knowledge resources)
• Refer to second-line support where necessary
• Monitoring and escalation of incidents
• Keep users informed on status and progress
• Provide interface between ITSM disciplines
• Produce measurements and metrics
The Service Desk
Activities
13. Incident Management
Incident Management
Incident definition
Any event which is not part of the standard operation of a
service and which causes, or may cause, an interruption to, or
a reduction in, the quality of that service
Work-around definition
A method of avoiding an Incident or Problem either by
employing a temporary fix or technique so the user is no
longer reliant on a Configuration Item (CI) that is known to
cause failure
To restore normal service operation as quickly as possible with
minimum disruption to the business, thus ensuring that the
best achievable levels of availability and service are
maintained
Goals
14. Problem Management
Problem Management
To minimize the adverse effect on the business of Incidents and
Problems caused by errors in the infrastructure, and to
proactively prevent the occurrence of Incidents, Problems and
Errors.
Goals
Problem definition
Unknown cause of one or more incidents
Known Error definition
An Incident or Problem for which the root cause is known and
for which a temporary work around or permanent alternative
has been identified
16. Enabling control of the infrastructure by monitoring and maintaining
information on:
Configuration Items (CI) needed to deliver services
CI status and history
CI relationships
Valuable CIs (monetary or service)
Providing information on the IT infrastructure to all other processes and to
IT Management
Configuration Management
Configueration Management
Goals
17. Configuration Management
• Configuration Item (CI) – a component of an IT infrastructure which is
(or is to be) under the control of Configuration Management and
therefore subject to formal change control
• Configuration Management Database (CMDB) – a database which
contains details of the attributes and history of each CI and the
relationships between CIs
• Baseline – a snapshot of the state of a CI and its components or related
CIs, frozen in time for a particular purpose, such as:
– The ability to return a service to a trusted state if a change goes
wrong
– A specification for copying the CI or for a roll-out
– The minimum CIs needed to maintain vital Business Functions after a
disaster
Definitions
Configueration Management
18. Major CI Types
People
Users, Customers, Who,
Where, What
Skills, Characteristics, Ex
perience, Roles
Documentation
Designs; Reports; Agreements;
Contracts; Procedures; Plans;
Process Descriptions; Minutes;
Records; Events
(Incident, Problems, Change
Records); Proposals; Quotations
Data Files
What, Where, Mos
t Important
Hardware
Computers, Computer
components, Network
components & cables
(LAN, WAN), Telephones,
Switches
Services
Desktop Support,
E-mail, Service
Desk, Payroll, Finance, P
roduction Support
Software
Network Mgmt Systems; In-
house applications; O/S;
Utilities (scheduling, B/R);
Packages; Office systems; Web
Management
Definitions
Configueration Management
Environment
Accommodation;
Light, Heat, Power; Utility
Services
(Electricity, Gas, Water, Oil)
; Office Equipment;
Furniture; Plant &
Machinery
19. Change Management
Change Management
Process of controlling changes to the infrastructure or any
other aspect of services, in a controlled manner, enabling
approved changes with minimum disruption.
Change Management ensures that standardized methods and
procedures are used for the efficient and prompt handling of all
Changes, in order to minimize the adverse impact of any
Change-related incidents upon service quality.
Changes can arise as a result of Problems, Known Errors and their
resolution, but many Changes can come from proactively seeking
business benefits such as reducing costs or improving services
Goals
20. Change Management
• Standard Change – a Change that is recurrent, has been
proceduralized to follow a pre-defined, relatively risk free path and
where Change Management and budgetary authority is effectively
give in advance
• Service Request – a request, usually made through a Service
Desk, for a Standard Change
– Example: providing access to services for a new member of
staff or relocating a few PCs
Definitions
Change Management
21. Release Management
• Good resource planning and management are
essential to package and distribute a Release
successfully.
• The focus of Release Management is the protection of
the live environment and its services through the use
of formal procedures and checks.
Release Management
Release Management takes a holistic view of a Change to an
IT service and should ensure that all aspects of a Release, both
technical and non-technical, are considered together
Goals
22. • Service Level Management
• Availability Management
• IT Service Continuity Management
• Capacity Management
• Financial Management for IT Services
23. Service Level Management
To maintain and gradually improve business aligned IT service
quality, through a constant cycle of defining, agreeing,
monitoring, reporting and IT service achievements and through
instigating actions to eradicate unacceptable levels of service
Service Level Management manages and improves
the agreed level of service between two parties
• The provider who may be an internal service
department or the external organisation that
provides an outsourced service
• The receiver of the servers i.e. the customer who
pays the bill.
Service Level Management
Goals
24. Availability Management
To optimise the capability of the IT infrastructure and supporting
organisations to deliver a cost effective and sustained level of
availability that enables the business to satisfy its objectives
Availabtily Management
Goals
25. IT Service Continuity Management
To support the overall Business Continuity Management
process by ensuring that the required IT technical services and
facilities can be recovered within required and agreed business
time-scales
IT Service Coninuity Management
Goals
26. Capacity Management
Capacity Management
To understand the future business requirements (the required
service delivery), the organization's operations (the current
delivery), and ensure that all current and future capacity and
aspects of the business requirements are provided cost
effectively
Goals
28. Participants in IT Service Management
IT The Business
UsersService Desk
CustomersService Level
Management
Operational
Tactical
Sr. IT
Mgt
Sr.
MgtStrategic
Service
Delivery
Service
Support
29. LEARNING EXPERIANCE
• How to handle incidents and requests, and providing an interface for
other ITSM processes
• How to maintain delivery and support in whole network
• Continuity management in crises of network
• Learn about the whole essar group server network
• Learn about the websense software for site filtering
• Work with Blackberry mobile backup and configuration process
• All about Servers working in essar Oil Ltd.