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ITIL V3 A Quick Overview- Including 2011 Updates




               How to Make It Work
                 To Your Benefit
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
ITIL Introduction
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
ITIL V3 Service Lifecycle Stages
 Service Strategy


 Service Design


 Service Transition


 Service Operation


 Continuous Service Improvement
ITIL – V3 – High Level
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
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
CSI Approach
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
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?
Service Statuses
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
Expanded Incident Lifecycle
Three Ninety Day Quick Wins

 The Service Catalog


 Change Management


 Problem Management
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.
The Two Aspects of the Service Catalog
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
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
The Path- ITIL Qualifications and Progression
ITIL Expert – A Path To The Top
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

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ITIL Overview

  • 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
  • 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
  • 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?
  • 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
  • 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
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 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