ITSM Academy provides ITSM training and certification. It has trained over 18,000 learners since 2003. In 2007, it was awarded a federal government contract, allowing it to provide education to the US Government. The Metro Government of Nashville implemented ITIL to improve its IT service management processes and align with ISO/IEC 20000. Key activities included assessments, training staff in ITIL foundations, and achieving ITIL and ISO certifications. The goals were to improve service fulfillment, knowledge management, and continual service improvement.

1. About ITSM Academy
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Certified Woman Owned Business
Accredited ITSM Education Provider
ITIL® Foundation/Bridge, V3 Capability, V2 Practitioner, Service
Manager / Bridge
ISO/IEC 20000 Foundation and Advanced
Process Design (CPDE)
MOF Foundation
Practical Workshops – Visible Ops, Apollo 13, Implementing ITIL
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PMI Global Registered Education Provider
Public Training in Fort Lauderdale, Dallas, DC and Metro NY
Corporate on-site classes
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Over 18,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM
Academy to become a premier provider of ITSM education to the US
Government

2. Results Matter
ITIL® v3 and the Metro Government of Nashville

3. Metro Nashville ITS
19,000 Metro 6 Storage Area
Employee Customers Networks
6+ Data Centers 110 Terabytes
239 Physical Sites Assigned Disk Space
20 SONET Locations 4 Tape Libraries
650 Managed Routers 400 Linear Hours of
Backups per Night
and Switches
7,500 Managed Ryman Auditorium
Desktops
750 Police M bil PC
P li Mobile PCs
350+ Servers

4. Metro’s ITIL Journey
2005, 2006 – Assessments based on ITIL ® v2
2006 – F Foundation trained management and key
d ti t i d t dk
IT staff
Early 2007 – Achieved Service Manager
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certification
Learned about Train-the-Trainer
Train-the-
June 200 – ITI ® v3 F
J 2007 ITIL 3 Foundation
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Sept 2007 – ISO20K Foundation
March 2008 – ITIL ® v3 Service Manager Bridge

5. Why ITIL® v3? (1)
The Service Lifecycle
Batman Building
Compliments project
lifecycle
Request Fulfillment
Security Management
Knowledge management
Service Asset and
Configuration Management
CMDB(s) – CMS – SKMS
Hierarchy
Continual Service Improvement

6. Why ITIL® v3? (2)
Aligned with ISO/IEC 20000
ISO/IEC 20000 “shalls” and “shoulds”
“shalls” “shoulds”
provide the prescription for ensuring our
processes are efficient and effective
Aligned with Results Matter
Government-
Government-wide strategic planning and
performance measurement initiative
Helps
H l provide every department with the
id d t t ith th
tools and data needed for employees to
focus on delivering results for customers
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7. Results Matter – Platforms
The purpose of the Platforms line of business is to
provide hardware software technical support and
hardware, software,
data center facility products to Metro departments
and agencies so they can continuously and
effectively store, access and process data
store access, data.
Percentage of Calls for Service resolved by
Technical Support Service Center
Percentage of agencies surveyed showing
satisfaction with supported desktops
Percentage of time supported servers are
available

8. In-house Training
In-
Completed ITSM Academy train-the-
train-the-
trainer program
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Customized curriculum to
Accommodate resource constraints
5 days, 4.5 hours per day
Demonstrate the benefits
Apply concepts to a real world situation
Apply to what we should do
So… who’s going to do all of this?
S h ’ i t d ll f thi ?

9. Metro Government
Roles and Responsibilities
Designated Process Owners
For implemented processes
Multiple process managers
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Team approach
Accept resource constraints
Identify quick wins
Consolidate project activities

10. Idea Sheet – Subject Tree
10

11. Subject Tree
Visible to Required to
Level 1 Level 2 Level 3 Level 4 Description customer diagnose
Buddy PC- DESKTOP/LAPTOP
Buddy Deployment
user name,
department,
Buddy New New system deployment Y supervisor
user name,
department,
d t t
Buddy Assignment Assigning new user/profile Y supervisor
user name,
department,
supervisor, from
Buddy Relocation Moving to new location Y and to location
user name,
Revolving Fund department,
Buddy Replacement Revolving Fund deployment Y supervisor
Replacement of non-faulty user name,
Replacement equipment,
equipment not Revolving department,
department
Buddy Upgrade Fund Y supervisor
11

12. Report Development
12

13. Pain Points (Process Improvements)
13

14. Features–
Features–Functions (Tool Improvements)
14

15. Real World Challenges
Adopting and
adapting ITIL is
hard work
ITIL is not
prescriptive
Common practice
RULES
ISO/IEC 20000
can help

16. Thank you!
Th k !
Lori Smiley
Lori.Smiley@nashville.gov

17. Want to Learn More?
Now available
ITIL® V3 Foundation / Bridge
ITIL ® V3 Capability – RCV & OSA
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ITIL® V3 Service Manager Bridge
ITIL® V3 Books
ISO/IEC 20000 (ISO 20K) Foundation
Certified Process Design Engineer (CPDE)TM
MOF 4.0 Foundation
Coming soon
More V3 Capability, Lifecycle, Managing
Across the Lifecycle
ISO 20K Professional Level Modules

18. ITIL® V3 Bridging Scheme
V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing
Across the Lifecycle courses in order to achieve ITIL Expert certification.

19. ITIL® V3 Certification Scheme
Advanced
ITIL
Expert
E t
5 points
Managing Across the
Lifecycle
Lif l
3 points each 4 points each
CSI
Service Offerings and Agreement (SOA)
SO
ST
SD
SS Release, Control and Validation (RCV)
Planning, Protection and Optimization (PPO)
a g, otect o a d Opt at o ( O)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
© ITSM Academy 2008
2 points
V3 Foundation

20. ITSM Academy, Inc.
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