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),
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
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
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
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),
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
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
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
Application Management and Support - Shared Services Featuring the Pay Per Ti...Jade Global
Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer.
Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied.
In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry.
Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS.
Know more, please visit: http://www.jadeglobal.com/
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
The ITIL v4 Foundation course aims to introduce participants to the management of modern ITenabled services, to provide them with an understanding of the common language and key concepts and to show them how they can improve their work and the work of their organization with ITIL 4 guidance.
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
Making Problem Management Work for Your OrganizationAtlassian
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.
ITIL Service Management: Integrating Normal Incident, Major Incident & Servic...Jesse Andrew
The nature of complex & dynamic systems makes it challenging to predict how any action will positively or negatively impact service availability and performance. However, one certainty that you can take to the bank is that eventually these systems will fail and require rapid recovery. Another certainty is that due to the dynamic nature of these same systems the impact and criticality of service failure can change quickly, dramatically and unexpectedly requiring very different support models.
The ITIL Service Management process framework identifies three separate but highly dependent processes to deal with this challenge. However in most organizations these support practices are implemented as silos with little to no integration. In this informative session Troy DuMoulin, VP of Research and Development at Pink Elephant will provide an overview of the three separate processes. He will outline how they are related and how each one is triggered to support the rapid escalation or de-escalation of your service recovery processes to ensure the best possible Mean Time To Repair balanced with cost and risk.
Watch the webinar on-demand: http://go.italerting.com/itil-service-management-pink-elephant
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Today, an estimated 8.5% of the Belgian employees are at risk of burnout. This represents a huge potential cost to organizations and a huge personal risk for employees. Together with SD Worx, a large Belgian HR service provider, we succeeded in predicting expected future absenteeism, by combining historical absenteeism with softer measures like evaluations and surveys. At DISummit 2017, we shared the main conclusions of this exciting project, and we offer our view on why we succeeded in this challenge.
Application Management and Support - Shared Services Featuring the Pay Per Ti...Jade Global
Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer.
Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied.
In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry.
Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS.
Know more, please visit: http://www.jadeglobal.com/
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
The ITIL v4 Foundation course aims to introduce participants to the management of modern ITenabled services, to provide them with an understanding of the common language and key concepts and to show them how they can improve their work and the work of their organization with ITIL 4 guidance.
Modern IT Service Management Transformation - ITIL IndonesiaEryk Budi Pratama
Presented at Online ITIL Indonesia Webinar #5.
Content:
> Setting up the context
> Understanding holistic IT Management point of view
> IT Service Management Transformation
> Key Performance Indicator (KPI)
> IT Service Catalogue
> IT Sourcing
> Agile Incident Management
Making Problem Management Work for Your OrganizationAtlassian
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.
ITIL Service Management: Integrating Normal Incident, Major Incident & Servic...Jesse Andrew
The nature of complex & dynamic systems makes it challenging to predict how any action will positively or negatively impact service availability and performance. However, one certainty that you can take to the bank is that eventually these systems will fail and require rapid recovery. Another certainty is that due to the dynamic nature of these same systems the impact and criticality of service failure can change quickly, dramatically and unexpectedly requiring very different support models.
The ITIL Service Management process framework identifies three separate but highly dependent processes to deal with this challenge. However in most organizations these support practices are implemented as silos with little to no integration. In this informative session Troy DuMoulin, VP of Research and Development at Pink Elephant will provide an overview of the three separate processes. He will outline how they are related and how each one is triggered to support the rapid escalation or de-escalation of your service recovery processes to ensure the best possible Mean Time To Repair balanced with cost and risk.
Watch the webinar on-demand: http://go.italerting.com/itil-service-management-pink-elephant
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Today, an estimated 8.5% of the Belgian employees are at risk of burnout. This represents a huge potential cost to organizations and a huge personal risk for employees. Together with SD Worx, a large Belgian HR service provider, we succeeded in predicting expected future absenteeism, by combining historical absenteeism with softer measures like evaluations and surveys. At DISummit 2017, we shared the main conclusions of this exciting project, and we offer our view on why we succeeded in this challenge.
Should you establish a Service Management Office (SMO) - ITSM Academy WebinarITSM Academy, Inc.
Similar to a project management office, the SMO centralizes the oversight and integration of service management processes to ensure the alignment and effective and efficient outcomes of service delivery and support. In this session, Jayne Groll will provide a practical overview of the concepts, benefits, opportunities, and threats associated with developing a SMO, regardless of an organization’s size, industry, or scope. And since a successful SMO is built on roles and responsibilities, Jayne will also share tips for identifying, combining, assigning, and managing key roles
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy WebinarITSM Academy, Inc.
To successfully achieve IT Service Management (ITSM) best practices, organizations need to adopt multiple ITSM frameworks and standards.
This presentation describes when and how to integrate the most widely used ITSM frameworks and standards, such as ITIL®, COBIT, ISO/IEC 20000 and Microsoft Operations Framework (MOF).
Regardless of size, budget or structure, many organizations struggle with understanding and managing the numerous ITSM roles and responsibilities. This session provides clarification and practical tips to manage and optimize ITSM roles and responsibilities with particular emphasis on using RACI models to map roles and responsibilities to activities.
Information Technology Infrastructure Library (ITIL) certification is the most coveted certification for IT service professionals. ITIL Foundation exam is the first level of exam within the ITIL certification program. ITIL Foundation certification offered to professions who qualify the ITIL Foundation exam validates one’s ability to handle IT services in a planned manner. This presentation on ITIL Foundation includes all the important ITIL terminologies and basics that are covered in the ITIL Foundation exam. Each slide covers ITIL topics based on the ITIL Foundation and is prepared by highly qualified instructors. Get an understanding on each of the ITIL Foundation topics and enhance your knowledge and confidence towards achieving the ITIL Foundation certification.
ITIL Foundation Training - A guide to beginners Celtem Learning
The IT Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.Get ITIL Certification Today! Celtem Learning.
Service ,Supply chain management ,Characteristics of service,Product And Service Marketing Mix
Differences B/W Goods and Services,Classification of service,Service encounter,Service blueprint,service marketing triangle, types of marketing traingle.
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.
Services are mostly intangible so how do we measure service quality? Four points relating to quality in services will be discussed:
Why is service quality hard to measure?
Measuring service quality
Creating a system to measure service quality
A model for measuring service quality
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
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
FIA officials brutally tortured innocent and snatched 200 Bitcoins of worth 4...jamalseoexpert1978
Farman Ayaz Khattak and Ehtesham Matloob are government officials in CTW Counter terrorism wing Islamabad, in Federal Investigation Agency FIA Headquarters. CTW and FIA kidnapped crypto currency owner from Islamabad and snatched 200 Bitcoins those worth of 4 billion rupees in Pakistan currency. There is not Cryptocurrency Regulations in Pakistan & CTW is official dacoit and stealing digital assets from the innocent crypto holders and making fake cases of terrorism to keep them silent.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
60. Availability Management
• Predict, plan and manage the availibility
of services (eg :third parties)
• certain of delivering the levels of
availability within the SLA
64. Service Continuity Management
• conducting a Business Impact Analysis
• Performing a Risk Assessment
• Evaluating the options for recovery
• Testing, reviewing revising contingency
plan
ITIL staatvoor Inform Technology infrastructure library maar feitelijk is ITILnietsmeer of niet minder daneengereedschapskoffer
ITIL staatvoor Inform Technology infrastructure library maar feitelijk is ITILnietsmeer of niet minder daneengereedschapskoffer
Publiek=> Het feitdat IITL afkomstig is van de Industrieen niet van een of andereoverheidsinstantie of hogeschoolzorgtervoordatdeze toolbox nietzomaareenneerslag van theorieren is, maar weleenwaardevolle toolbox. Je kan het vergelijken met php frameworks
Public Domain Framework => Ditzorgtvoorcontinuous improvement van het framework (inmiddels V3)Framework kanbekekenwordenalsdraaiboek , handleiding, good practicesBest practicesContours
Indentifieskey management processes in IT organisationsAligns IT services with business requirementsQuality management approachWorldwide de facto standard for IT service management
ISO/IEC 20000 was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and
Ziezoditgaan we het komendeuurtoelichten
Ziezoditgaan we het komendeuurtoelichten
Service design = oplijsten van de eisen die voortkomenuit de service strategyService transition = uitvoeren van die eisenService Operations = continue supporteren van de business processenIn vereenvoudigdevormzietditerzouitService transition speeltcentralerol in uitrollen van changes doorheen de service lifecycleHet zorgtervoordatalleeisen van de service strategy ,die neergeschrevenzijn in het service design effectiefgerealiseerdwordenin Service Operations terwijlerzorgvuldigwordtgelet op mogelijke failures en onderbrekingenvd service.Het succes van Service transition ligt in het feitdat Service Operations op ieder moment de business process moetkunnenblijvensupporterenen diterwijler continue wordtgeschaaftaan de betrouwbaarheid en gebruiksgemakvd service.Service Transition provides guidance on delivering change to the service portfolio and through the service lifecycle.It covers how the requirements of Service Strategy encoded in Service Design are effectively realised in Service Operations while controlling the risks of failure and disruption. The success of Service Transition lies in the ability of Service Operations to support the business processes via the installed service base and the ability of Continual Service Improvement to measure the new or changed service.
Watzijn de voordelenvan ITIL
Enhanced customer satisfaction
More motivated people
Improved communication between IT and business
Greater flexibility
Better view on current delivery capabilities – AAS model
Improved cycle time for changes
Improved user productivity(oh yeah : also improved compliance with the international standards)
ITIL is procesgeorienteerd
Service SupportService Delivery
Speeltcentralerol en de rest is ondersteunend
The progression of an incident through Occurrence of the Incident, Detection of the Incident, Diagnosis of the cause of failure, Repair of the CI, Recovery of the CI back to the live infrastructure and Restoration of the service
Any event which is not part of the standard operation of a service and which causes or may cause an interruption or reduction in the quality of that service
Incident Life-Cycle: The progression of an incident through Occurrence of the Incident, Detection of the Incident, Diagnosis of the cause of failure, Repair of the CI, Recovery of the CI back into the live infrastructure and Restoration of service.Lostnietnoodzakelijk het probleem op , lost enkel het incident van de gebruiker op.
Problem : unknown root cause of one or more incidents (not necessarily solved at the time the incident Is closed) Prevent incidents from reoccurringImprove the quality of the infrastructure
Implement approved changes efficiently , cost-effectively and with minimal risk to the existing and to the new IT infrastructure
4 prioritiesUrgent – NowHigh – AsapMedium – Before next releaseLow – At next release3 categoriesMinor – Change ManagerSignificant – CAB Major – Board
CAB = Change advisory BoardAdvises the Change managerMeets regularlyComprises core members and inviteesChange ManagerBusiness areas representedService providers represented
Provide information on the IT infrastructure assets and relationshipsTo all other processesIT managementEnable control of the infrastructure by monitoring and maintaining info All resourcesConfig item status and historyConfig item relationships
CI Life CyclePlannedOrderedIn DevelopmentIn TestIn Storage In ProductionUnder MaintenanceArchived
Vervolgenskunnen we volgendeactiviteitenwaarnemenwaartelkens de CMDB een central rolspeelt
Release Management
Safeguard all software and related itemsEnsure that only tested versions of authorized software are in useStore all operational software in DSL(Definitive Software Library)Distribute all software from the DSL
Gaaterop toe ziendat de volledige cycle is doorlopenRelease policy : A document that describes the normal roles, responsibilities, release units, normal change content, release frequency and scheduling of releases. The Release Policy is normally part of the Configuration and Change Management Plan.
DONE
Speeltcentralerol en de rest is ondersteunendWeten we nogwaarvoorstaat?
The progression of an incident through Occurrence of the Incident, Detection of the Incident, Diagnosis of the cause of failure, Repair of the CI, Recovery of the CI back to the live infrastructure and Restoration of the service
Predict, plan and manage the availibility of servicesAll services are underpinned by sufficient , reliable CI’sAppropriate contractual agreements with third partiesChanges are proposed to prevent future loss of service availabilityOnly then IT organisations can be certain of delivering the levels of availability within the SLA
Example : Amazon Outage SC management involves the following basic steps:· Prioritising the businesses to be recovered by conducting a Business Impact Analysis (BIA)· Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities and countermeasures for each service.· Evaluating the options for recovery· Producing the Contingency Plan· Testing, reviewing, and revising the plan on a regular basisMany businesses fail within a year of suffering a major IT disasterReduced cost and time of recoveryIncreased business dependency on IT with business critical functionsDeals with external risks (fire earthquake)
Many businesses fail within a year of suffering a major IT disasterReduced cost and time of recoveryIncreased business dependency on IT with business critical functionsDeals with external risks (fire earthquake)Continuity management involves the following basic steps:· Prioritising the businesses to be recovered by conducting a Business Impact Analysis (BIA)· Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities and countermeasures for each service.· Evaluating the options for recovery· Producing the Contingency Plan· Testing, reviewing, and revising the plan on a regular basis
Determine the :Right costCost justifiable CapacityOf the IT resources such that the Service levels agreed with the business are achieved at the :Right time
Provide information about and control over the cost of delivering IT services that support customer’s business needsBusiness IT demand => IT operational plan => Cost analysis => Charging
Explain to business why something is expensive / complicated / …
Business-like relationship between customer and supplierImproved expectation and understanding of serviceGreater flexibility and responsiveness in service provisionBalance customer demands and cost of services provisionMeasurable service levelsObjective conflict resolutionExplain to business why something is expensive / complicated / …
Business-like relationship between customer and supplierImproved expectation and understanding of serviceGreater flexibility and responsiveness in service provisionBalance customer demands and cost of services provisionMeasurable service levelsObjective conflict resolutionExplain to business why something is expensive / complicated / …
Continuous ImprovementGoal DrivenProcess-OrientedClient FocusedWhat and How!
De kwaliteitscirkel van Deming is eencreatiefhulpmiddelvoorkwaliteitsmanagement en probleemoplossenontwikkeld door William Edwards Deming. ...That’s it!
A service catalog (or catalogue), as defined in Information Technology Infrastructure Library Service Design, is a list of services that an organization provides, often to its employees or customers. ...
A service catalog (or catalogue), as defined in Information Technology Infrastructure Library Service Design, is a list of services that an organization provides, often to its employees or customers. ...
Don’t over promiseEg : 90% van de teldientopgenomentezijnbinnen 3 min in callcenter
Don’t over promiseEg : 90% van de teldientopgenomentezijnbinnen 3 min in callcenter
Improve quality : Planned approach , not driven by failureStart with existing services and introduce an SIP