Beverly Weed-Schertzer explains how ITIL, the most widely used IT service management framework, supports business objectives, enables changes, adds value to service risk management, and optimizes customer experience while being economical. Additionally, this explores the various trends in the domain and serves as a one-stop guide for all aspiring professionals looking to build a career in this discipline.

1. This Webinar is brought to you by Simplilearn
ITIL® CAREER PATH
ITIL® EMPOWERS YOU IN IT
Presenter Beverly Weed-Schertzer, ITIL Expert

2. WHAT IS ITIL®
 ITIL is the most widely used and successful IT Service Management (ITSM) framework in the
world, with true global reach. Adopted and adapted by organizations across the globe for over
25 years, ITIL provides guidance and helps service providers with:
 SUPPORTING BUSINESS OBJECTIVES
 ENABLING BUSINESS CHANGE
 MANAGING RISK IN LINE WITH BUSINESS NEEDS
 OPTIMIZING CUSTOMER EXPERIENCE
 SHOWING VALUE FOR MONEY
 DRIVING CONTINUAL SERVICE IMPROVEMENT.
 .

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What is ITIL?
• ITIL has also provided IT organizations with a common language to communicate across
departments, organizations and geographies, resulting in increased effectiveness and
efficiency.
•The ITIL Foundation certification is the first step on my journey to learning about and
applying the best practice framework to my current role, using years of experience to guide
my day to day work.
• Applies to:
•PUBLIC SECTOR - Central & Local Government, Health & Police Authorities
•PRIVATE SECTOR - Banking, Insurance, Telecomm, Utilities, Retail,
Transport, Leisure
• VENDORS - Product suppliers, Consultancies, Trainers, Legal, Recruitment,
Outsourcing

4. ITIL SUCCESS
 Why is ITIL so successful?
 Common sense approach to service management – DO WHAT WORKS
 What works is a common framework of practices that unite all areas of IT towards one aim –
delivering value to the business
 The objective of ITIL is to provide services to customers that are fit for purpose, stable and
that are reliable.
 Be a visionary in your organization with a fresh approach to problem solving and tackle ITIL
with determination.

5. © http://theartofservice.com 5
IITIL SUCCESS
 It is Centered on business value
 Aligned to ISO/IEC 20000 & other best practices (e.g. ASL, TCO, eTOM, COBIT,
eSCM, Six Sigma, etc.)
 There is guidance on compliance to regulatory requirements
 Sarbanes-Oxley, Basel II, formal governance models
 Offers industry and topic specific guidance
 Offers implementation guidance
 Integrated process maps
 It is structured according to IT service lifecycle

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 Benefits
 independent (of systems and/or platforms)
 flexible (also applicable outside IT)
 applicable worldwide
 applicable in companies, institutions, government
 procedures are ISO compliant
ITIL Benefits

7. WHY TO CERTIFY IN ITIL®?
 Research shows ITIL®, is near the top of many certification lists and continues to
rise as companies are making ITIL certification a requirement for jobs in IT.
 ITIL certification is for anyone in the technical field of Information Technology and you
can jump in at anytime.
 ITIL practices are designed to help companies identify areas where they need
improvement in Service Deliver.
 ITIL provides vendor-neutral guidelines on where to make specific changes to reduce
costs and increase productivity. For example, you may use ITIL guidelines to decide
whether something is done in-house or by a third-party.

8. WHAT JOBS COULD I GET AFTER BECOMING ITIL CERTIFIED?
 Getting a job with ITIL certification also depends on your professional background, experience and the
speed at which you understand ITIL® to enable applying the best practices in real world situations.
 If you are entry-level or have a couple of years of IT experience, you can be hired as a process
coordinator. A process coordinator ensures that the administrative activities in a process are carried out
as designed.
 Mid-management level has a minimum of eight years of IT experience to fulfill an ITIL Process Manager
role. This role manages processes end to end. You will have coordinators reporting to you, and you
would be accountable for ensuring that activities in service management are compliant to the processes.
 Consulting roles requires someone who automatically notices inconsistencies in processes and thinks
about optimization & transformation to the organization for continual improvement in service delivery.
Process consultants typically have an excess of 10 years of experience and love to dig their hands deep
into all activities, inside ITIL® and out. It is a highly respectable job in the industry, but you have to love
documenting processes and creating flow charts
 ITIL® trainer roles. With ITIL® in huge demand by employers, many job seekers are going the ITIL®
way. If you want to be a trainer, study every ITIL® process in detail. An ITIL® trainer will need to put on
the hat of an academic leader to better train students the practices of ITIL®.

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SERVICE MANAGEMENT
= THE OBJECTIVE TREE =
Quality
Flexibility
Cost management
ORGANISATION
BUSINESS PROCESSES
IT SERVICE PROVISION
SERVICE MANAGEMENT
effective
efficient
organisation
effective
efficient
IT service provision
ITIL

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ITIL 2011
Source: ITIL Refresh Project
Service
Design
Service
ITIL
Service
Strategies
Service
Operation
Service
Design
Continual Service
Improvement
Service
Transition

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ITIL 2011
Source: ITIL Refresh Project
Service
Design
Service
ITIL
Service
Strategies

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ITIL 2011
Source: ITIL Refresh Project
Service
Design
Service
ITIL
Service
Strategies
Service
Operation
Service
Design
Service
Transition

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ITIL 2011
Source: ITIL Refresh Project
Service
Design
Service
ITIL
Service
Strategies
Service
Operation
Service
Design
Continual Service
Improvement
Service
Transition

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ITIL 2011
Source: ITIL Refresh Project
Service
Design
Service
ITIL
Service
Strategies
Service
Operation
Service
Design
Continual Service
Improvement
Service
Transition

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CIO’s
IT Managers
Consultants
Practitioners
Vendors
• Business eco systems
• From value chains to value nets
• Integration to external practices and standards;
compliance & legal
• Adaptive processes for customers, services and
strategies
• Managing uncertainty and complexity
• Increasing the economic life of services
• Selecting, adapting and tuning the best IT service
strategies
Service Strategy Publication – Covers Practical
decision making

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IT Managers
Consultants
Practitioners
Outsourcers
Vendors
• Policies, architecture, portfolios, service
models
• Effective technology, process and
measurement design
• The service package of utility, warranty,
capability, metrics tree
• Triggers for re-design
Service Design Publication –
Covers a pragmatic service blueprint

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IT Managers
Consultants
Practitioners
Outsourcers
Vendors
• Newly designed change, release & configuration
processes
• Risk and quality assurance of design
• Managing organization & cultural change during
transition
• Service management knowledge system
• Integrating projects into transition
• Creating & selecting transition models
Service Transition Publication–
Covers change management, , risk, QA & deployment

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Service Operation Publication –
Covers how to have a responsive, stable services
• Robust end-to-end operations practices
• Manage chaos of day to day operation
• Event, technology and request management
• Supports strategy, design, transition and
improvement
• SOA, virtualization, adaptive, agile service
operation models
IT Managers
Consultants
Practitioners
Outsourcers
Vendors

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IT Managers
Consultants
Practitioners
Outsourcers
Vendors
Continual Service Improvement Publication
- Covers Measures & improvements that work
• The business case for ROI
• Getting past just talking about it
• Overall health of ITSM
• Portfolio alignment in real-time with business
needs
• Growth and maturity of SM practice
• How to measure, interpret and execute results

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Business Outcomes
APPLICATIONS OPERATIONSSTRATEGY
Business Technology Optimization
Optimize the business outcome of IT
ITIL Bridges the gaps between functional IT silos to deliver positive business
outcomes
ITIL Bridges the gap between IT and the Lines of Business
to deliver positive business outcomes

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Business Outcomes
APPLICATIONSSTRATEGY
SAP, Oracle, SOA, J2EE, .Net
ITIL Optimizes functional IT initiatives
Project & Portfolio
Management Center
Demand & Portfolio
Management
SOA Center
SOA Transformation
Quality Center
Quality Assurance
Performance Center
Performance Validation
CIO Office
CTO Office
OPERATIONS
Business Availability Center
Business Service Management
Network Mgmt
Center
Operations
Center
Service Driven Operations
Change &
Configuration Center
Service Management
Center
ITSM

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APPLICATIONS OPERATIONSSTRATEGY
Business Outcomes
Lifecycle approach to BTO
Optimize IT efficiency and business value
Business &
IT Services
Business
Needs
Automate end-to-end processes
Share information and tools
Make right
spending decisions
Deliver on time
Meet business SLAs
LIFECYCLE APPROACH

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APPLICATIONS OPERATIONSSTRATEGY
Business Outcomes
Business &
IT Services
Business
Needs
Make right
spending decisions
Deliver on time
Meet business SLAs
ITIL Processes, ITIL Lifecycle and BTO tied together
SERVICE LIFECYCLE
CHANGE & CONFIGURATION LIFECYCLE
PERFORMANCE & AVAILABILITY LIFECYCLE
Automate end-to-end processes
Share information and tools

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LIFECYCLE APPROACH:
IT AND BUSINESS SERVICE CHALLENGES
Business Challenges
• Lines of business don’t “speak IT,” so they have a hard time
to fully describe their service requirements
• Transparency into IT service costs and value is clouded by
complexity
IT Challenges
• Lack of business perspective causes imbalance in resource
allocation
• Poor linkage between planning and delivery can cause
unintended quality issues
• Without a true service lifecycle perspective, siloed IT
operations react to events rather than business-driven SLAs

25. INTRODUCING THE SERVICE LIFECYCLE
Plan service deliverables in the context of resources, value, and time-to-market
Deliver services that meet business requirements
Operate services to meet business SLAs as well as cost and value measures
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Plan
Deliver
Operate

26. © http://theartofservice.com 26
ITIL TREND
 Adoption rates are increasing Globally at a rapid pace
 Is adoption succeeding? To succeed, adherence rates must reach 100%!
 Vendors are being pressured by the market to demonstrate deployment of
industry-accepted best-practice process models (such as ITIL, as it is
currently the most widely known set of public best-practice process models)

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IMPLEMENTATION CHALLENGES
Process Design
What You Don't See is Critical
Values
&
Beliefs
Information
Architecture
& SystemsOrganizational
Structures
Change
Readiness Leadership
Retraining
Reward &
Measurement
Systems
New
ITSM
Processes
Job Definitions

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PORTRAIT OF A SERVICE MANAGER
vision
presentation
skills
ITIL
knowledge
resistance

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ITIL & THE ORGANISATION
CIO
Operations Development Customer Relationship
Service Desk
Desktop Support
Network Support
Server Support
Fin. Apps
HR Apps
Log Apps
Account Mgt.
Vendor Mgt.
Bus. Analysts

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ITIL SUCCESS
Success for ITIL in Major Organizations
 Establish a sense of urgency
 Create the guiding coalition
 Develop a Vision and Strategy
 Communicate the Change Vision
 Empower employees for broad-based action
 Generate short-term wins
 Consolidate gains and produce more change
 Anchor new approaches in the culture
Source: Kotter

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ITIL SUCCESS
Where’s the proof that ITIL works?
 Many testimonials available from numerous organizations around the globe across all
industries.
 It’s common sense!
 Absence of published empirical data
 The proof is in adherence, return, and value experienced by your customers.

32. ITIL SUCCEEDS
 One of ITIL’s great strengths is supporting business objectives, and translating these to realistic goals.
 With ITIL’s adopt and adapt nature, the guidance in the best practice framework enables organizations
to deliver services which realise these goals and achieve return of investment.
 By taking ITIL Foundation, you will be able to take the first step towards becoming an experienced and
effective ITSM professional, equipped with the tools and experience to deliver valuable and high quality
services.

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Repeatable, documented processes are essential to improving IT service delivery and management.
The ITIL framework provides an effective foundation for quality IT service management.
A service lifecycle quality framework is the essence of ITIL which aligns IT organizations to focus on the
priority of the business, which increases value in service delivery..
The benefits of IT Service Management using ITIL are realized in productivity, customer satisfaction,
cost and quality.
BOTTOM LINE:

35. P R O C E D U R E T O E N R O L L U S I N G
C O U P O N C O D E
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