“How to Make ITIL Work To Your Benefit” Learn how the St. Edward’s Professional Education’s ITIL training program can help your organization improve your IT service management using ITIL with traditional instructor-led training.

1. ITIL V3 A Quick Overview- Including 2011 Updates
How to Make It Work
To Your Benefit

2. Agenda
 Introduction
 ITIL V3 Overview
 ITIL V3 – 2011 Updates
 The five (5) promises of ITIL V3
 Three (3) concepts executives must know about ITIL
 Three – 90 day ITIL quick wins
 ITSMF Research Conclusions
 Jobs in ITIL
 Qualification Paths
 Questions and Answers

3. ITIL Introduction

4. ITIL Charter
 A set of best practices for IT service provisioning
 Non-proprietary, publicly available and vendor neutral
 Can be tailored to individual organization needs
 Providing improved quality service provision at justifiable cost
 Helping businesses achieve a ROI on their IT investments

5. ITIL V3 Service Lifecycle Stages
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continuous Service Improvement

6. ITIL – V3 – High Level

7. Changes Updates – ITIL Version 3- 2011
 Service Strategy Management and Business Relationship
Management added to the Service Strategy module
 Service Design Coordination added to the Service Design
module
 Diagrams have been made less complex
 Process corrections have been made
 Principles remain exactly the same
 New examinations based on updates are in force

8. The Five Promises of ITIL V3
 After you have adopted it IT runs so much better
 Integration of business and IT value
 Portfolio driven service assets- we understand and capitalize
on our strengths
 Everyone in the business and IT will be speaking the same
language- communications will markedly improve
 IT Service Assets linked to business services- we will now
know where to invest our dollars for the best return

9. CSI Approach

10. Components of a Service Portfolio and a Service
Catalog – Service Design
The Service Catalogue is the subset of the Service Portfolio which is visible
to customers

11. Service Portfolio- Service Design
 The service portfolio should contain information relating to every
service and its current status within the organization.
 It is the most critical management system used to support all
processes and describes a provider’s services in terms of
business value.
 It articulates business needs and the provider’s response to those
needs. By definition, business value terms correspond to market
terms, providing a means for comparing service competitiveness
across alternative providers.
 By acting as the basis of a decision framework, a service portfolio
either clarifies or helps to clarify the following strategic questions:
• Why should a customer buy these services?
• Why should they buy these services from you?
• What are the pricing or chargeback models?
• What are my strengths and weaknesses, priorities and risk?
• How should my resources and capabilities be allocated?

12. Service Statuses

13. Three Concepts Executives Must Know About ITIL
 It really does improve the top line of the business- availability
and use of current resources is key
 You know exactly what IT is doing for the business – a service
catalog tells you what is ‘on offer’
 Executives get value from it

14. Expanded Incident Lifecycle

15. Three Ninety Day Quick Wins
 The Service Catalog
 Change Management
 Problem Management

16. Service Catalog Management
 The purpose of Service Catalog Management is to provide a single source
of consistent information on all of the agreed services, and ensure that it
is widely available to those who are approved to access it.
 The goal of the Service Catalog Management process is to ensure that a
Service Catalog is produced and maintained, containing accurate
information on all operational services and those being prepared to be run
operationally.
 The Service Catalog Management activities should include:
1. Definition of the service
2. Production and maintenance of an accurate Service Catalog
3. Interfaces, dependencies and consistency between the Service Catalogue
and Service Portfolio
4. Interfaces and dependencies between all services and supporting services
within the Service Catalog and the CMS
5. Interfaces and dependencies between all services, and supporting
components and Configuration Items (CIs) within the Service Catalog and
the CMS.

17. The Two Aspects of the Service Catalog

23. Research Reports- ITIL Conclusions
• The adoption of IT infrastructure library (ITIL)-based programs and certifications are
mainstream, with IT service quality, productivity, and reputation with business leaders
significantly enhanced because of it.
• More work needs to be done on certain execution elements, most notably change
management.
• Execution still causes too many incidents. About 70% of all incidents are the result of a
change. 58% of the subjects say over 10% of their incidents are caused by change. 25% are
excessive (over 40% of incidents) and a beleaguered 22% don't know.
• SaaS is viewed very favorably as a service desk software delivery option. 96% were
satisfied or very satisfied with SaaS, whereas the numbers for traditional software models
and homebrewed tools all hovered around 70%.
• Despite some dissatisfaction with service desk, buyers are unlikely to switch vendors. 57%
said they would not switch and 21% said they would. 22% did not know.
•
• The anchor-boutique "shopping mall" model for management tools seems popular. Major
vendors are well entrenched, but 37% will fill gaps in their portfolios with smaller boutique
vendors.
•
• 51% of ITSM efforts are driven primarily by IT or business executives

24. Research Reports – ITIL – Jobs and Salaries
• 70% received a positive salary increase in the past year with 31% over 5% (The general US
population fell and general IT salaries were flat.)
• 77% indicated a positive relationship between their Application Development and Operations teams.
This indicates DevOps success is far stronger in ITSM-focused organizations than in the general
enterprise.
• www.linkedin.com – jobs – itil
• www.dice.com – jobs -itil

25. The Path- ITIL Qualifications and Progression

26. ITIL Expert – A Path To The Top

27. Why Should You Pick St Edwards
 Fully Accredited ITIL Institution and Accredited Instructors
 If PMP, contributes to your PDU’S and CEU’s
 Provable 99.9 percent pass rate – better than HP, ITPreneurs,
NH and IBM
 Current with all updates
 Very rigorous training course environment – University based-
you get pre-reading and homework
 University Prestige
 Price