The document outlines the plan and objectives for a 3-day ITIL Foundation V3 workshop. Day 1 will cover ITIL core concepts and organizing for service management. Day 2 will cover service strategy, service design, and service transition. Day 3 will cover service operation and continual service improvement. The objectives are to provide comprehension of key ITIL concepts including the service lifecycle, processes, roles, and functions.
Presentation: Life In An ITIL V3 EnvironmentVyom Labs
This document discusses attaining IT service maturity through implementing ITIL best practices. It begins with background on an ITSM conference and a general lack of awareness about ITSM benefits. It then discusses concepts of service maturity, defining IT service management and describing the five core areas of ITIL v3: service strategy, design, transition, operations, and continual service improvement. Finally, it proposes a framework for ITIL implementation involving people, processes, and technology and achieving a balanced approach over time.
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.
ITIL v3 Foundation covers core concepts of ITIL including services, service management, processes, functions, roles, and the service lifecycle. Key concepts include service strategy, service design, service transition, service operation, and continual service improvement. The document summarizes several ITIL processes related to service transition including change management, service asset and configuration management, and release and deployment management.
ITIL is a framework for managing IT services that consists of 5 stages: service strategy, service design, service transition, service operation, and continual service improvement. The stages guide organizations in defining service strategies, designing services, managing changes, operating services, and continually improving services to efficiently serve customers and users.
This document provides an introduction and overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework of best practices for IT service management and focuses on aligning IT services with business needs. The document outlines the history of ITIL and describes the key aspects of its service lifecycle approach including service strategy, design, transition, operation, and continual service improvement. It also discusses the service desk function and provides examples of processes within each lifecycle stage like service portfolio management and incident management. Benefits of adopting ITIL include improved business alignment, standardized processes, increased productivity and efficiency, and better customer satisfaction.
This document provides an introduction to ITIL (Information Technology Infrastructure Library), which is a set of best practices for IT service management. ITIL aims to standardize IT service management across organizations. It covers the full lifecycle of IT services, including service strategy, design, transition, operation, and continual improvement. The document outlines the key components of ITIL, including service delivery, service support, configuration management, incident management, problem management, change management, release management, and financial management. It explains the purpose and processes involved in each component. The overall goal of ITIL is to help organizations effectively manage their IT infrastructure and deliver quality IT services.
Presentation: Life In An ITIL V3 EnvironmentVyom Labs
This document discusses attaining IT service maturity through implementing ITIL best practices. It begins with background on an ITSM conference and a general lack of awareness about ITSM benefits. It then discusses concepts of service maturity, defining IT service management and describing the five core areas of ITIL v3: service strategy, design, transition, operations, and continual service improvement. Finally, it proposes a framework for ITIL implementation involving people, processes, and technology and achieving a balanced approach over time.
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.
ITIL v3 Foundation covers core concepts of ITIL including services, service management, processes, functions, roles, and the service lifecycle. Key concepts include service strategy, service design, service transition, service operation, and continual service improvement. The document summarizes several ITIL processes related to service transition including change management, service asset and configuration management, and release and deployment management.
ITIL is a framework for managing IT services that consists of 5 stages: service strategy, service design, service transition, service operation, and continual service improvement. The stages guide organizations in defining service strategies, designing services, managing changes, operating services, and continually improving services to efficiently serve customers and users.
This document provides an introduction and overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework of best practices for IT service management and focuses on aligning IT services with business needs. The document outlines the history of ITIL and describes the key aspects of its service lifecycle approach including service strategy, design, transition, operation, and continual service improvement. It also discusses the service desk function and provides examples of processes within each lifecycle stage like service portfolio management and incident management. Benefits of adopting ITIL include improved business alignment, standardized processes, increased productivity and efficiency, and better customer satisfaction.
This document provides an introduction to ITIL (Information Technology Infrastructure Library), which is a set of best practices for IT service management. ITIL aims to standardize IT service management across organizations. It covers the full lifecycle of IT services, including service strategy, design, transition, operation, and continual improvement. The document outlines the key components of ITIL, including service delivery, service support, configuration management, incident management, problem management, change management, release management, and financial management. It explains the purpose and processes involved in each component. The overall goal of ITIL is to help organizations effectively manage their IT infrastructure and deliver quality IT services.
ITIL Foundation in IT Service Management Alkesh Mishra
The document provides an overview of ITIL (Information Technology Infrastructure Library), which is a framework for IT service management. It describes the key components of ITIL including the service lifecycle (service strategy, design, transition, operation, and continual service improvement), certification levels (foundation, intermediate, expert), and intermediate modules (lifecycle and capability). The purpose of ITIL is to help organizations align IT services with business needs, deliver value, and improve processes. Adopting ITIL best practices can benefit organizations through improved efficiency, quality, and reduced costs.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
This document discusses the ITIL v3 foundations module on service desk functions. It covers the roles, objectives and organizational structures of the service desk, as well as common service desk metrics. The objectives of the service desk are to improve customer service, reduce negative business impacts, and provide faster resolution of IT requests. Service desks can be organized locally, centrally, follow-the-sun globally, or use specialized groups. Important metrics include resolution and response times, handle time, resolution rate, and customer satisfaction.
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.
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 Practical Guide - Service StrategyAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=263
Viewing the ITIL framework from a business perspective, this video shows how you can integrate IT with the business and align strategies throughout the lifecycle of a service.
Introduction to the itsm program at yale why are we doing this august 2011Yale University Careers
This document provides an overview of IT Service Management's plans to implement ITIL best practices at the university. It discusses:
1) Why ITSM is being implemented, including the need for an improved operating model and to take existing good processes "to the next level".
2) The phases of implementation, beginning with select processes like incident, problem, and change management, and the selection of ServiceNow as the tool.
3) Next steps including forming process owner teams, engaging an implementation partner, providing ITIL training, and coordinating related efforts across the IT department.
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.
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.
How to Apply ITIL Management principles to your Collaboration Environment?GSX Solutions
Learn the basics of ITIL ( IT Infrastructure Library ) ,How, where and why they are relevant to your Collaboration Environment and how to use them to your advantage to help manage, optimise and report on your collaboration infrastructure, whether its hosted and managed on site , hosted environemnt or even if you have gone to the cloud.
Yes there will be buzz words ( capacity management , availability Service delivery .. ) but here they shall mean something !!
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.
This document provides an overview and introduction to ITIL V3 Foundations. It discusses key concepts in IT service management including the ITIL framework, service lifecycle phases, and ITIL processes and functions. The goals of ITSM are to improve quality of service provisioning, justify costs, meet business demands, and provide measurable ROI. ITIL is a widely adopted best practice for ITSM based on standards, industry practices, and experience. It aims to align IT with business needs through the service lifecycle phases of strategy, design, transition, operation, and continual improvement.
The document provides an overview of ITIL (Information Technology Infrastructure Library) version 3. It discusses key concepts in ITIL such as the service lifecycle, processes, roles, and frameworks. The service lifecycle includes five stages: service strategy, service design, service transition, service operation, and continual service improvement. Each stage aims to ensure high-quality and effective IT service management.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
Information Technology Infrastructure LibraryCOEPD HR
ITIL is a framework of best practices for IT service management and delivery. It consists of a set of books that define procedures for organizing and managing internal IT services, as well as interface points between IT and the rest of the business. The ITIL framework focuses on aligning IT services with business needs, and provides guidance on operating more efficiently at lower cost while improving services. It covers the entire service lifecycle from strategy, design, transition, operation to continual improvement. Adopting ITIL helps organizations improve customer satisfaction, reduce costs, and enhance services.
Este documento presenta un curso completo de teoría musical dividido en 10 niveles. El nivel I introduce conceptos básicos como sonido, propiedades del sonido, elementos de la música, pentagrama y notas musicales. Los siguientes niveles cubren temas como estructuras rítmicas, alteraciones, signos musicales, escalas, intervalos, acordes y armonía funcional aplicada a tonos mayores y menores. Los niveles avanzados tratan sobre técnicas de improvisación, arreglo y transcripción musical. El curso
Este documento presenta una guía de actividades para resolver problemas de adición y sustracción con números de 3 dígitos. Incluye 10 problemas que involucran sumar y restar cantidades de dulces, yogurt, cajas de leche, cajas de frutilla, flores, pasajeros de avión, globos y libros. También incluye 2 problemas adicionales sobre el costo de peras y la cantidad de tela restante para fabricar ropa.
ITIL Foundation in IT Service Management Alkesh Mishra
The document provides an overview of ITIL (Information Technology Infrastructure Library), which is a framework for IT service management. It describes the key components of ITIL including the service lifecycle (service strategy, design, transition, operation, and continual service improvement), certification levels (foundation, intermediate, expert), and intermediate modules (lifecycle and capability). The purpose of ITIL is to help organizations align IT services with business needs, deliver value, and improve processes. Adopting ITIL best practices can benefit organizations through improved efficiency, quality, and reduced costs.
Itil & Process Concepts Awareness Tadawul 5 Of March 2007Abdulaziz AlFaify
1. The document provides an introduction to ITIL (Information Technology Infrastructure Library) framework and IT processes, focusing on key concepts such as processes, service management, and ITIL certifications.
2. It explains important ITIL processes like incident management, problem management, change management, and release management. The goal of these processes is to improve service quality and reduce costs.
3. Implementing ITIL involves understanding processes, aligning people and roles, and using technology to support efficient service delivery and management. ITIL adoption brings benefits like improved services, reduced costs, and better alignment of IT with business needs.
This document discusses the ITIL v3 foundations module on service desk functions. It covers the roles, objectives and organizational structures of the service desk, as well as common service desk metrics. The objectives of the service desk are to improve customer service, reduce negative business impacts, and provide faster resolution of IT requests. Service desks can be organized locally, centrally, follow-the-sun globally, or use specialized groups. Important metrics include resolution and response times, handle time, resolution rate, and customer satisfaction.
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.
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 Practical Guide - Service StrategyAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=263
Viewing the ITIL framework from a business perspective, this video shows how you can integrate IT with the business and align strategies throughout the lifecycle of a service.
Introduction to the itsm program at yale why are we doing this august 2011Yale University Careers
This document provides an overview of IT Service Management's plans to implement ITIL best practices at the university. It discusses:
1) Why ITSM is being implemented, including the need for an improved operating model and to take existing good processes "to the next level".
2) The phases of implementation, beginning with select processes like incident, problem, and change management, and the selection of ServiceNow as the tool.
3) Next steps including forming process owner teams, engaging an implementation partner, providing ITIL training, and coordinating related efforts across the IT department.
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.
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.
How to Apply ITIL Management principles to your Collaboration Environment?GSX Solutions
Learn the basics of ITIL ( IT Infrastructure Library ) ,How, where and why they are relevant to your Collaboration Environment and how to use them to your advantage to help manage, optimise and report on your collaboration infrastructure, whether its hosted and managed on site , hosted environemnt or even if you have gone to the cloud.
Yes there will be buzz words ( capacity management , availability Service delivery .. ) but here they shall mean something !!
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.
This document provides an overview and introduction to ITIL V3 Foundations. It discusses key concepts in IT service management including the ITIL framework, service lifecycle phases, and ITIL processes and functions. The goals of ITSM are to improve quality of service provisioning, justify costs, meet business demands, and provide measurable ROI. ITIL is a widely adopted best practice for ITSM based on standards, industry practices, and experience. It aims to align IT with business needs through the service lifecycle phases of strategy, design, transition, operation, and continual improvement.
The document provides an overview of ITIL (Information Technology Infrastructure Library) version 3. It discusses key concepts in ITIL such as the service lifecycle, processes, roles, and frameworks. The service lifecycle includes five stages: service strategy, service design, service transition, service operation, and continual service improvement. Each stage aims to ensure high-quality and effective IT service management.
This document provides an overview of ITIL (Information Technology Infrastructure Library) concepts including the ITIL service lifecycle. It defines key terms like service, service management, and discusses ITIL versions 2 and 3. It also covers ITIL principles such as focusing on customer satisfaction and the strategic role of IT. Process models, organizational roles, and the five stages of the ITIL service lifecycle are outlined.
The document provides an overview of ITIL (Information Technology Infrastructure Library) v3. It discusses key concepts in ITIL like service management, service lifecycles, and certifications. The service lifecycle in ITIL v3 includes service strategy, service design, service transition, service operation, and continual service improvement.
Information Technology Infrastructure LibraryCOEPD HR
ITIL is a framework of best practices for IT service management and delivery. It consists of a set of books that define procedures for organizing and managing internal IT services, as well as interface points between IT and the rest of the business. The ITIL framework focuses on aligning IT services with business needs, and provides guidance on operating more efficiently at lower cost while improving services. It covers the entire service lifecycle from strategy, design, transition, operation to continual improvement. Adopting ITIL helps organizations improve customer satisfaction, reduce costs, and enhance services.
Este documento presenta un curso completo de teoría musical dividido en 10 niveles. El nivel I introduce conceptos básicos como sonido, propiedades del sonido, elementos de la música, pentagrama y notas musicales. Los siguientes niveles cubren temas como estructuras rítmicas, alteraciones, signos musicales, escalas, intervalos, acordes y armonía funcional aplicada a tonos mayores y menores. Los niveles avanzados tratan sobre técnicas de improvisación, arreglo y transcripción musical. El curso
Este documento presenta una guía de actividades para resolver problemas de adición y sustracción con números de 3 dígitos. Incluye 10 problemas que involucran sumar y restar cantidades de dulces, yogurt, cajas de leche, cajas de frutilla, flores, pasajeros de avión, globos y libros. También incluye 2 problemas adicionales sobre el costo de peras y la cantidad de tela restante para fabricar ropa.
Learning&ComplianceMangementSolution_InBrief_v181115Trevor E S Smith
INFOSERV is an innovative technology solutions provider that has been in operation for over four decades. They provide learning and compliance management solutions to high profile organizations across the Caribbean. Their solutions help organizations with workforce development, labor market management, and training provider management. INFOSERV has active collaborations with organizations like the National Training Agency of Trinidad and Tobago to support their TVET Control Centre. Their full service learning and compliance solution provides features like personal dashboards to track compliance and training, administrative controls to manage companies and departments, and tools to deliver training and assessments online.
The document discusses several case studies of energy efficiency retrofit and new construction projects completed by various organizations between 2008-2013. It provides details on the types of projects, technologies implemented, incentives received, and percentage of costs offset by incentives. Key projects included freezer door replacements, LED lighting retrofits, and HVAC upgrades across hundreds of grocery stores, restaurants, retail locations, and office buildings. Incentives ranged from 10-50% of project costs and helped offset an average of 10-41% of total capital expenditures.
This document provides information about an individual named Krishna who works as a freelance recruitment consultant in Vijayawada, Andhra Pradesh. The document includes Krishna's contact information and describes his experience working in roles such as an educational consultant, recruitment consultant, and marketing consultant. It also lists his work history in positions like an I-Overseas consultant and freelance recruitment consultant for Space Consultants. His education and skills are outlined as well.
This document provides information about an introduction to computers class, including assignments, quizzes, and presentations. It also summarizes key details about the history and creation of YouTube, including statistics about its usage, earliest videos uploaded, and annual April Fools' pranks. Finally, it mentions the YouCaption tool for adding subtitles to YouTube videos.
Experion Inc. is launching a new alcoholic beverage called New Mix targeted at males and females ages 19-30 who are students, young professionals, and social drinkers. Their integrated marketing plan includes a new bottle design, video, augmented reality experience, launch party, social media campaign, print ads, and press release with the goals of creating buzz and sharing newsworthy information to get published. They will measure the success of the campaign through customer satisfaction, market penetration, and brand awareness.
La propuesta de modificación normativa respecto al uso de la bicicleta busca actualizar la ley para incluir conceptos relacionados con los ciclos no motorizados. Algunas de las modificaciones propuestas son: 1) incluir "ciclovías" como vías públicas destinadas al uso de bicicletas; 2) definir conceptos como "ciclo", "bicicleta" y zonas para ciclistas; y 3) actualizar artículos para distinguir vehículos motorizados de no motorizados.
La Unión Europea ha acordado un embargo petrolero contra Rusia en respuesta a la invasión de Ucrania. El embargo prohibirá las importaciones marítimas de petróleo ruso a la UE y pondrá fin a las entregas a través de oleoductos dentro de seis meses. Esta medida forma parte de un sexto paquete de sanciones de la UE destinadas a aumentar la presión económica sobre Moscú y privar al Kremlin de fondos para financiar su guerra.
Este documento presenta el programa de estudio de Biología para 1° año medio. Incluye nociones básicas sobre los aprendizajes esperados, objetivos fundamentales y contenidos mínimos obligatorios. Propone una organización de los contenidos en dos semestres con unidades temáticas. También entrega orientaciones didácticas y de evaluación, así como sugerencias de actividades y material de apoyo.
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
A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.
الدعم الفني المقدم من هيئة الاتصالات وتقنية المعلوماتosuhaibany
The document discusses various topics related to cyber crimes including chain of custody procedures, data hiding techniques like steganography and polymorphism, types of cyber crimes such as cyber gangs/botnets and financial fraud, impersonation and identity theft, and techniques for securing and recovering data like encryption, wiping, and RAID configurations. It also mentions logging and procedures for remote wiping and data recovery.
The document summarizes key aspects of ITIL (Information Technology Infrastructure Library), a framework of best practices for IT service management. It describes what ITIL is, how it is organized into various disciplines, and provides an overview of the service level management process in ITIL for managing and maintaining quality of IT services delivered to customers. Specifically, it outlines the objectives, activities, types of agreements, and five stages of the service level management process in ITIL.
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.
This document discusses ITIL (Information Technology Infrastructure Library) version 3 from 2011 and its implementation for Japanese enterprises. Some key points:
- ITIL V3 introduced a service lifecycle approach consisting of five phases: service strategy, service design, service transition, service operation, and continual service improvement.
- ITIL V3 emphasizes the integration with other frameworks like ISO/IEC 20000-1.
- The document then discusses concepts in ITIL V3 like the five lifecycle phases, service management, processes, functions, and specific processes like service portfolio management and service level management.
- It provides examples to illustrate how activities in service level management would work in practice.
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
This document provides an overview of the Service Transition stage of the ITIL framework. Service Transition focuses on moving new or changed services into live environments in a controlled and coordinated manner. Key processes covered include change management, knowledge management, service asset and configuration management, release and deployment management, and service validation and testing. The goals of Service Transition are to ensure services can be managed, operated and supported as specified after being deployed into production environments. Challenges include managing inputs from stakeholders, achieving process integration, and demonstrating benefits outweigh costs.
This document provides an overview of the Service Transition stage of the ITIL framework. Service Transition focuses on moving new or changed services into live environments in a controlled and coordinated manner. Key processes covered include change management, knowledge management, service asset and configuration management, release and deployment management, and service validation and testing. The goals of Service Transition are to ensure services can be managed, operated and supported as specified after being deployed into production environments. Challenges include managing inputs from stakeholders, achieving process integration, and demonstrating benefits outweigh costs.
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.
This document provides an overview of ITIL (Information Technology Infrastructure Library) foundations. ITIL is a framework for IT service management that focuses on delivering value to both IT providers and customers. The core concepts of ITIL including services, service management, roles, processes and service lifecycles are described. Key aspects of service strategy, service design, and components of a service design package are also summarized.
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.
The document discusses key concepts in ITIL Service Strategy. It defines Service Strategy as planning and implementing IT service management practices aligned to business needs. It outlines the core processes in Service Strategy: Strategy Generation, Service Portfolio Management, Financial Management, and Demand Management. Strategy Generation focuses on defining the market, developing offerings, strategic assets, and preparing for execution. [END SUMMARY]
Information Technology Infrastructure LibraryYatish Bathla
Growing dependency of Bussiness world to IT services leads to need of quality that is matched to business needs and User requirements as they emerge ITIL(Information Technology Infrastructure Library) can improve the quality of the service, but at the same time they will be trying to reduce the costs or, at a minimum, maintain costs at the current level. ITIL provides a framework to place existing methods and activities in a structured context.
It provides comprehensive, consistent and coherent set of best practices for IT Management processes.It also promote quality approach to achieve business effectiveness and efficiency in the use of information systems.
I prepared this document based on a learning material provided by my employer, my aim was to create a document that would serve as a book for those want to understand ITIL Foundation Syllabus before writing the foundation exam (Exam Code - EXO 117). Although this book was edited many times to include only those subjects that were needed the most, the book still is a 146 page document, however reading this book would give you a decent idea about many service management concepts like Incident Management, Change Management, Problem Management etc and will make you exam ready without the help of dumps. Yes, believe me I scored 85% in Exin's EXO 117 Foundation Exam without any dumps. After I gained enough knowledge by preparing this book, I was able to answer many questions correctly in the dumps so I ended up using the dumps only to get a hands on of how the exam user interface will work. My concept is simple, if you want only a certificate, use the dumps, you can start tonight and get certified by tomorrow morning, but what knowledge would you actually possess at the end? To get that knowledge I suggest reading the related books, understanding the concepts, learning with examples and it may take a week, may be a month but at the end you will have the certificate + KNOWLEDGE. Finally just pardon me for any grammatical errors (after all English is not my mother tongue) and typo (I didn't have enough time to check everything), but the book is full of information that would certainly help. Share it with as many people as would like, spread it, gain knowledge and help others to do so as well. All the best.
This document provides an overview of ITIL (IT Infrastructure Library) which is a set of best practices for IT service management (ITSM). It discusses that ITIL was developed in the late 1980s and has become the leading framework for ITSM globally due to being non-proprietary, non-prescriptive, and providing both best practices and good practices. It then summarizes the key aspects of the ITIL service lifecycle including service strategy, service design, service transition, service operation, and continual service improvement. Finally, it outlines some of the objectives of the service strategy, service design, and service transition stages.
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 document provides an overview of IT service management concepts within the ITIL framework. It discusses the ITIL framework and service life cycle approach, including key concepts in service strategy. Service strategy involves demand management, service portfolio management, and financial management. Demand management involves understanding customer needs. Service portfolio management involves packaging and bundling services. Financial management balances cost and price of services through activities like service valuation, investment analysis, and accounting. The document provides objectives, concepts, activities, metrics, and roles for each of these aspects of service strategy.
This document provides an overview of IT Service Management. It discusses definitions of service and service management. It introduces the IT Infrastructure Library (ITIL) framework, which is the most widely accepted approach for IT Service Management. ITIL provides best practices for IT Service Management. The document outlines the history and versions of ITIL, including ITIL v2 and v3. It also briefly mentions other related frameworks, such as COBIT and ISO/IEC 20000.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.
ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
The document discusses IT service management frameworks and concepts. It describes the evolution of ITIL from previous versions to the current version, highlighting new processes and changes. It also discusses other related frameworks, principles of service management, key terms, and sourcing strategies.
The ITIL® MALC - Expert level certification is for participants who are interested in demonstrating ITIL knowledge in its entirety. This Expert level certificate is awarded to participants who have achieved a range of ITIL certifications and have achieved a well rounded, superior knowledge and skills base in ITIL Best Practices.
This ITIL MALC courseware is prepared by international subject matter experts and gives candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages.
To know more about ITIL MALC Certification trainings worldwide, please contact us at -
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2. Plan and Objectives
Plan :
Day 1:
Introduction
ITIL Core concepts
Organizing for Service Management
Day 2:
Service Strategy
Service Design
Service transition
Day 3:
Service Operation
Continual Service improvement
3. Objectives
Comprehension of:
Service management as a practice
Service Life-cycle
Key principals and models
Generic concepts awareness
Selected Processes awareness
Selected Roles awareness
Selected Functions awareness
Technology and Architecture awareness
ITIL qualification scheme awareness
4. Introduction
What is ITIL? ITIL is a public framework that describes Best Practice in IT service
management Published in1980 By Office of Government Commerce now called
OGC Initial version consisted of 31 associated books covering all aspects of IT
service provision A revised edition of seven, more closely connected and
consistent books was released (ITIL v2) In 2007 – Launch of five core books of
ITIL v3
Systematic approach to high quality IT service delivery
Documented best practice for IT Service Management
Provides common language with well-defined terms
5. Introduction
In 2001, version 2 of ITIL was released. The Service Support and Service
Delivery books were redeveloped into more concise usable volumes. Over the
following few years it became, by far, the most widely used IT service
management best practice approach in the world.
In 2007 version 3 if ITIL was published. This adopted more of a lifecycle
approach to service management, with greater emphasis on IT business
integration.
Last version V3 2011
9. ITIL Core concepts
Service
Delivers value to customer by facilitating outcomes customers
want to achieve without ownership of the specific costs and
risks
e.g. a “backup service” means that you don’t have to care
about how much tapes, disks or robots cost and you don’t
have to worry if one of the staff is off sick or leaves
10. ITIL Core concepts
Service Management
Set of specialized capabilities for delivering value to
customers in the form of services
•ITIL is the framework for IT Service Management
ITIL –Good Practice Framework
What are good practices?
Practices widely accepted and adopted
Have withstood the test of time
May come from a number of sources including:
•Standards
•Public frameworks
•Academic research
•Proprietary knowledge
11. ITIL Core concepts
Processes
Structured set of activities
Designed to achieve a specific objective
Four basic characteristics
Transform inputs into outputs
Deliver results to specific customer or stakeholder
Measurable
Triggered by specific events
12. ITIL Core concepts
Process owner
Process
policy
Process
objectives
Process
documentation
Process
Feedback
Process
Control
Process It
self
Process
Enablers
Activities
Metrics
Improvements
Procedures
Work instructions
Roles
Resources Capabilities
Input Output
13. ITIL Core concepts
Functions
Self contained subsets of an organization
Intended to accomplish specific tasks
Takes the form of a team or group of people and the tools being used
Add structure and stability to organizations
Supported by budget and reporting structures
14. ITIL Core concepts
Roles
Collections of specific responsibilities and privileges
Held by individuals or teams
Standard roles include:
* Service manager
* Product manager
* Service owner
* Process owner
15. ITIL Core concepts
Roles
Service manager:
Accountable for the development, performance, and improvement
of all services in the environment
Product manager:
Accountable for development, performance, and improvement of a
group of related services
Service owner:
Accountable for the overall design, performance, integration,
improvement, and management of a single service
Process owner:
Accountable for the overall design, performance, integration,
improvement, and management of a single process
Service
Manager
…Product
Manager
Service
Owner …
Process
Owner …
16. Organizing for Service Management
Service Level
Measured and reported achievement against one or more service level
targets. E.g.:
Red = 1 hour response 24/7
Amber = 4 hour response 8/5
Green = Next business day
Key Performance Indicators (KPIs)
Quantifiable measurements that reflect the critical success factors of an
organization (KPIs usually are long-term considerations)
Service Level Agreement (SLA)
Written and negotiated agreement between Service Provider and Customer
documenting agreed service levels and costs
17. Organizing for Service Management
Structure of Services :
Service
Strategy
Service
Design
Service
Transition
Service
Operation
Overview
Business
value
Concept and
models
Processes
Asset and
config mgmnt
Change
mgmnt
Release and
depl mgmnt
18. Service Strategy
Concerned with selection of services to be offered to customers Based on :
Provide value to customers
Enable the Service Provider to capture value
Fall within cost parameters acceptable to the Service Provider
Fall with risk parameters acceptable to the Service Provider
Deals with establishment and management of the broadest policies and standards
which govern the way a Service Provider operates
Overview
19. Service Strategy
Offers value to both customers and Service Providers by…
Ensuring services offered align with business objectives
Ensuring services offered are likely to offer value
Ensuring customers can be charged for the services
Ensuring Service Provider handles costs and risks associated with the offered
services!
Business Value
20. Service Strategy
Business Case
Structured and documented justification for investment in something expected to
deliver value in return, e.g. an IT Service
Evaluate the feasibility and desirability of creating and providing various IT services
ROI (Return on investment)/ VOI (Value on Investment)
Value
Value of service consists of two components: utility and warranty
Concepts and Models
21. Service Strategy
Utility also called 'fitness for purpose'
involves the ability of the service to
remove constraints or increase the
performance of the customer
Warranty also called ‘fitness for use’
is the ability of the service to operate
reliably
Concepts and Models
22. Service Strategy
Service Assets
Resources and capabilities which Service Provider allocates to offer a service
Resources are raw materials which contribute to a service
Money, Equipment, Time, Staff, etc.
Capabilities are specialized skills or abilities an organization applies to resources to create
value
Skills, Organization, Processes, Management, etc.
Service Portfolio
Entire set of services under management by a Service Provider
Consists of three major parts:
Service Pipeline, Service Catalog, Retired Services
Concepts and Models
23. Service Strategy
Service in the Service Portfolio may be:
Under consideration
In design
In development
In testing
In operation
Retired
Concepts and Models
24. Service Strategy
Service Belt
Service in the Service Portfolio may
be:
Under consideration
In design
In development
In testing
In operation
Retired!
Concepts and Models
25. Service Strategy
Service Strategy
Service Portfolio Management
Demand Management
IT Financial Management
Processes
26. Service Strategy
1- Build Service strategy:
Concerned with development of service concepts in preparation for selection
of services to be provided
Consists of four major activities
Understand the market
Who is the customer?
What do they value?
How do they define value?
Develop the offerings
What service offering would provide value to customers as defined above?
How can we as a service provider offer unique or distinctive value?
27. Service Strategy
Develop strategic assets
What resources would be required to offer the services identified?
What capabilities would be needed to offer the services identified?
Prepare for execution
How can we prepare to build or develop the service?
What are our specific objectives for the service?
What specific critical success factors must we meet in order to achieve
those objectives?
28. Service Strategy
2- Service Portfolio Management
Concerned with management of the information (com plan)
Concerning services in the Service Portfolio
Organizes the process by which services are:
- Identified
- Described
- Evaluated
- Selected
- and chartered
29. Service Strategy
Demand Management
Concerned with understanding and influencing customer demand
Unmanaged demand is a source of both cost and risk to Service Providers
Demand management models demand in terms of…
User profiles
Which characterize different typical groups of users for a given service
Patterns of business activity
Which represent the way that users in different user profiles access a
service over the course of a given time period
30. Service Strategy
IT Financial Management
Provides means of understanding and managing costs and opportunities
associated with services in financial terms
Provides clear means of generating data useful for decision support
around management of services
Includes three basic activities
Budgeting --Planning how money will be spent by a Service Provider
Accounting--Tracking how money is actually spent by a Service Provider
Charging --Securing payment from customers for services provided
31. Service Design
Concerned with design of services and all supporting elements for introduction
into the live environment.
Offers value by ensuring that:
Services are aligned with business objectives
Services are able to provide the utility and warranty required for them to meet
the objectives outlined during Service Strategy
Service management systems and tools are capable of supporting service
offerings
Service management processes are capable of supporting service offerings
Services are constructed according to agreed architectural standards
Business Value
32. Service Design
Built-in quality
Supports building quality into IT services, processes, and other aspects
Includes processes for clear specification of quality targets
Service Level Management
Includes processes for achieving major warranty ingredients of quality
Availability, Capacity, IT Service Continuity, Security Management
Targeting quality during Service Design ensures that quality can be
delivered during Service Operations
Concepts and Models
33. Service Design
Service Catalogue
–Subset of Service Portfolio
Contains services currently available to customers
Often the only portion visible to customers
Implemented as a database and is often web-accessible
Acts as the entry portal for information regarding services in the live
environment
Concepts and Models
34. Service Design
Four P’s of Service Design
Represent areas which should be taken into consideration when designing a
service
People
Human resources and organization structures required
Processes
Service management processes required
Products
Technology and other infrastructure required
Partners
Third parties which provide services required
Concepts and Models
35. Service Design
Five aspects of Service Design
Areas which should also receive design focus:
New or changed service itself --With special attention to service
requirements
Service management processes required to support the service
Service management systems and tools required to support the service
Technology architectures used or referenced by the service
Measurement systems and metrics necessary to understand the
performance of the service
Concepts and Models
36. Service Design
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
IT Security Management
Supplier Management
Processes
37. Service Design
Service Catalog Management
Involves management and control of the Service Catalog
Which includes information about services currently available to customers
for use:
Features of the service
Guidelines for appropriate use of the service
Means of accessing the service
Pricing information
Key contact information
Service level agreement information
Processes
38. Service Design
Service Level Management
Process charged with securing and managing agreements between customers
and the service provider regarding the levels of performance (utility) and
levels of reliability (warranty) associated with specific services
Results in the creating of Service Level Agreements (SLAs) between
customers and the provider
Operational Level Agreements are performance agreements which exist
between parts of the service provider organization
For supporting upstream SLAs which require dependable performance by
multiple business units, functions, or teams within the service provider
organization
Processes
40. Service Design
Availability Management
Concerned with management and achievement of agreed availability requirements
as established in SLAs
Availability is the ability of a system, service, or configuration item to perform
its function when required
Availability Management may assist with:
Developments of availability service level targets which make part of an overall
SLA
Design of services capable of meeting or exceeding agreed availability
requirements
Measurement and monitoring of availability achievements
Responses to availability related incidents
Processes
41. Service Design
Capacity Management
Concerned with ensuring that cost effective capacity exists at all times which meets or
exceed the agreed needs of the business as established in SLA
Capacity is defined as the maximum throughput a service, system, or device can handle
•Divided into three categories…
Processes
42. Service Design
Business Capacity Management
Addresses capacity factors which exist at the business level such as mergers, acquisitions, plans
for new facilities, reductions in force, etc.
Service Capacity Management
Addresses capacity factors at the service level
Translates business capacity factors into capacity requirements for service
Component Capacity Management
Addresses capacity factors at the level of components or configuration items
Translates service capacity factors into capacity requirements for individual components or
configuration items
Processes
43. Service Design
IT Service Continuity Management
Responsible for ensuring that Service Provider can always provide minimum agreed Service
Levels
Concerned with management of risks and with planning for the recovery of IT services in
the event of disaster
Uses techniques such as BIA and MoR
Driven by larger Business Continuity Management effort
Results in the production of overall IT Service Continuity Plan which is an aspect of the
overall Business Continuity Plan
Processes
44. Service Design
IT Service Continuity Management
Responsible for ensuring that Service Provider can always provide minimum agreed Service
Levels
Concerned with management of risks and with planning for the recovery of IT services in
the event of disaster
Uses techniques such as BIA and MoR
Driven by larger Business Continuity Management effort
Results in the production of overall IT Service Continuity Plan which is an aspect of the
overall Business Continuity Plan
Processes
45. Service Design
IT Security Management
•Concerned with protection of IT assets from security threats
•Handles development and management of IT security policy
•Focuses on protection of five basic qualities of information assets
–Confidentiality
•Asset is only available to appropriate parties
–Integrity
•Asset is not modified by unauthorized parties
Processes
46. Service Design
IT Security Management
Availability
•Asset is only utilized when required
–Authenticity
•Transactions and identities of parties involved are genuine
–Non –repudiation
•Completed transactions are not reversed / denied
Processes
47. Service Design
Supplier Management
Charged with obtaining value for money from third party suppliers
Similar role to that of Service Level Management
–With respect to external suppliers
Handles supplier evaluation, contract negotiations, performance reviews, renewals and
terminations
Processes
48. Service Transition
Concerned with management of change and with the introduction of new and changed
services in the live environment
Business Value
Provides value to the business by…
Enabling business change
Minimizing impact to business which might result from unmanaged change
Enabling business to make use of new and changed services
Ensuring that designs for services are implemented as intended
Ensuring that Service Management organization is prepared to support new and
changed services
Reducing number of defects introduced into live environment
50. Service Transition
Concepts and Models
Change
–Addition, removal, or modification of anything that could have an effect on an IT service
–All changes involve risk
Request for Change
Documented request to alter a service or other Configuration Item
Can be issued by anyone
Customers, IT staff, Users, etc.
Received by Service Desk and handled via the Change Management process
51. Service Transition
Change Types
–Normal changes
•Meeting predefined criteria that qualify them for handling via normal change
management process
–Standard changes
•Pre-approved changes for implementation
•Low risk and occur frequently in the environment
•Examples include…
–Password resets
–New hire procedures
–Office moves
53. Service Transition
Change Management
Concerned with recording, evaluating, approving, testing, and reviewing changes to
services, systems, and other configuration items
Concerned with managing risk associated with change
Major activities making up change management include:
Recording of RFCs
Involves logging of the RFC in the change management system
Recording must include all details required to assess the RFC
Review of RFCs
Involves checking to see if the RFC is complete and free of obvious defects which would
make it impractical or impossible to implement
54. Service Transition
Assessment and evaluation of RFCs
•Involves further review and consideration of the RFC, usually by the Change Advisory Board,
for the purpose of determining the desirability and feasibility of the requested change
–Authorization of RFCs
•Involves identification of the appropriate Change Authority and the determination by the
Change Authority to approve or deny the RFC
–Planning
•Involves identification and scheduling of the activities required to implement the change,
including any testing which may be required to manage risk associated with the change
–Implementation
–Coordination
55. Service Transition
Service Asset and Configuration Management
Involves the following activities...
Planning
Identification
Control
Status Accounting
Verification and Audit
56. Service Transition
Release and Deployment Management
Transition Planning and Support
–Provides broader support for large scale transitions and releases
–Helpful for an organization anticipating unusual volume of change
Service Validating and Testing
–Provides separate and more focused support for testing prior to release
–Quality and error control are of paramount importance
57. Service Transition
Evaluation
Provides support for post release evaluation and confirmation of customer acceptance
of new and changed services
Knowledge Management
Provides support for the capture and effective publishing of knowledge which surfaces
during the Service Transition lifecycle phase and elsewhere
58. Service Operation
Concerned with ensuring that services operate within agreed parameters
Charged with restoring service as quickly as possible and with minimal impact to the
business
Phase in which value is actually realized by customers
Further adds business value by...
–Ensuring that services are operated within expected performance parameters
–Restoring services quickly in the event of service interruption
–Minimizing impact to the business in event of service interruption
–Providing a focal point for communication between users and Service Provider
organization
60. Service Operation
Incident Management
Concerned with rapid restoration of services with minimal of impact to the business
Consists of following activities…
Detection --The incident becomes known by any mechanism, e.g. user call, system alert,
etc.
Logging --Details of the incident are recorded in the incident management system
Classification--The incident is categorized according to the predefined criteria for the
purpose of facilitating diagnosis and prioritizing its handling relative to other incidents
Prioritization--The impact and urgency of the incident are determined and factored
together to determine its relative priority among other incidents
61. Service Operation
Event Management
Concerned with detection of events in the infrastructure and with selection of
appropriate response actions
Facilitates early detection of incidents
Helps reduce number of incidents which impact users and can greatly improve the
performance of the Incident Management process
Three basic types…
Informational --No action is required. Event information is logged.
Warning --An infrastructure item is approaching a predefined performance or capacity
threshold which could cause an incident or require intervention.
Exception --An infrastructure item has exceeded a threshold or is no longer operating
within defined parameters. Intervention is required.