The document provides an overview of ITIL® v3, its background, key concepts, and the benefits of its adoption in IT service management. It outlines the transition from ITIL v2 to v3, highlighting lifecycle stages, process models, and qualifications available for professionals. The document also emphasizes the importance of effective service design, strategy, and the support available through training and accreditation organizations.

1. ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Office of Government Commerce ITIL® V3 Overview Mark Flynn Director Felix Maldo Ltd

2. Presentation Objectives Introduction to ITIL background, credentials V2 v. V3 ITIL V3 Overview Lifecycle stages Key Concepts and Major Processes Benefits Examinations and Qualifications

3. Mark Flynn 17 years IT Service Management experience 366 th person to gain ISEB ITIL qualification (1993) - Service Level Manager, UK Retail Organisation - Process Strategy Manager, Distributed Service Centre - Process Design Manager, Major Bids - Service Delivery Manager, Outsourced Public Sector - Director UK training and recruitment organisation Established Felix Maldo Ltd Dec 2006 - Deliver Service Management training and consultancy - APMG ITIL V3 Assessor

4. Origins of ITIL The Information Revolution! Historically IT / Business relationships have been poor ITIL best practice guidelines developed in late 1980’s by CCTA (now OGC) to help IT : Meet the demands of rapid change Better align IT Services with business needs Demonstrate and improve quality and VFM Rapidly taken up across sector & international boundaries

5. The ITIL Material Observed Good Practice A framework not a methodology High Level guidance process models roles and responsibilities consistent terminology Recognized professional qualifications ISO 20000

6. Key Organisations Copyright owners licence Examining Bodies Accreditation of : Training Organisations Materials Trainers Community Forum Source of Best Practice knowledge and expertise World-wide promotion of Best Practice practices Primary Accreditation Body The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom ® ISO 20000

7. V2 in place since 2000 Foundation, Practitioner and Manager level courses and qualfications “ ITIL” has been synonymous with Service Support & Service Delivery V2 to V3 Service Desk Incident Problem Change Configuration Release Service Level Availability Capacity Financial Continuity

8. Core processes refreshed and updated but still largely intact V3 material published Spring 2007 ITIL now maps to IT Service Lifecycle Examination structure covering entire lifecycle Qualification’s now lead to the ITIL “diploma” scheme V2 to V3 Design Strategy Transition Operation Continual Improvement The Business Perspective ICT Infrastructure Management Planning to Implement Service Management Application Management Service Management Service Support Service Delivery Security Management

9. The Service Lifecycle Service Model Service Design Package Operational Service Requests for Change Continual Improvement Design Strategy Transition Operation Market Spaces

10. Service Strategy Service Strategy main activities Define the market Develop the offerings Develop strategic assets Prepare for execution Beyond Alignment and into Integration To be able to answer questions such as: What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers and stakeholders? How can we make a case for strategic investments? How should we define service quality? How do we efficiently allocate resources across a portfolio of services? Service Strategy

11. Service Design Guidance on the design & development of Services and service models Sourcing models Service Management processes and methods Infrastructure The Holistic design of Service Solutions Service Design P eople rocesses roducts artners

12. Service Design- Processes Service Level Mgt Agreeing and documenting business focused SLA Delivering Customer satisfaction against SLA Ownership of Service Improvement Plan Availability Management Involved in solution design Presents options and costs Responsible for specific aspect of service quality Capacity Management Involved in solution design Presents options and costs Responsible for specific aspect of service quality IT Service Continuity Mgt Works within BCM Identifies, quantifies risk Proposes, implements costed options Maintains operational preparedness Supplier Management Supports SLM : Identifying and selecting partners Manages Contracts Database Manages partner performance Information Security Mgt Defines and enforces IT Security Policy Ensures compliance Monitors and manages security risks and incidents Maintains awareness

13. Models of Change “ Change alone is unchanging” Heraclitus Fear of the unknown Loss of Influence Fear of failure Disagree with/don’t feel the need for change No understanding of WIIFM Too busy Change Fatigue Rosabeth Moss Kanter: 10 Reasons why people would resist change Plan Do Check Act Deming Cycle What is the vision? Where are we now? Where do we want to be? How will we get there? How will we know we’re there? The CSI Model Where do we want to go next?

14. ITIL Benefits Proven approach, widely adopted Range of tools tailored to support ITIL models Range of training organisations offering tailored and off the shelf training Range of professional qualifications available supporting tailored progression Wider community supports knowledge sharing and continued evolution of best practice Increased business satisfaction and confidence Benefits of adopting an ITIL based approach

15. V3 Qualifications

16. V3 Foundation Managing across the Lifecycle ITIL Diploma Capability Stream Qualification Structure Lifecycle Stream 2 pts 3 pts 4 pts 5 pts V2 Bridging Events Planning, Protection & Optimisation Service Offerings & Agreements Release Control & Validation Operational Support & Analysis

17. V3 Foundation Course 3 day course Suitable for anyone requiring an introduction to ITIL Introduces Key Process and concepts across the lifecycle : Service Management as a practice The Service Lifecycle Key principles and models Key concepts Selected processes Selected roles Selected functions Technology and architecture Includes 1hr multiple choice exam for ITIL Foundation Certificate

18. ITIL® v3 Foundation Certificate in Service Management Date: Tues 29th Jan 08 (9:30am – 4:30pm) Duration: 3 days (29th, 30th and 31st Jan 08) Location: Liverpool Digital Cost: Full Merit Member: £745 + VAT (with SkillWorks funding: £372.50 + VAT) Associate Member: £795 + VAT (with SkillWorks funding: £397.50 + VAT)

19. Thank You! Any Questions? [email_address] 07983 548 447 www.felixmaldo.co.uk ITIL® V3 Overview