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ITIL: Service Transition Improving IT Implementations and Creating Value for our Customers Jeff Locke HP Education Services
ITIL Refresher
What does the following have in common? ITIL  & “ the (Pirate) code is more what you'd call "guidelines" than actual rules” A best practice is a set of  guidelines  based on the best experiences of the most qualified and experienced professionals in a particular field.
ITIL Version 2 Service Level Management Capacity Management Availability Management Financial Management Service Continuity Management Incident Management Problem Management Service Desk Configuration Management Release Management Service Management Service Delivery Service Support Change Management
What is NOT changing? ,[object Object],[object Object],V2 Processes Incident Management Problem Management Configuration Management Change Management Release  Management Service Desk Service Level Management Capacity Management Availability Management Financial  Management IT Service Continuity Management
Process Comparison V2 Processes V3 Processes Incident Management Problem Management Configuration Management Change Management Release  Management Service Desk Service Level Management Capacity Management Availability Management Financial  Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release  Management Service Desk Service Level Management Capacity Management Availability Management Financial  Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release  Management Service Desk Service Level Management Capacity Management Availability Management Financial  Management IT Service Continuity Management
Process Comparison V3 Processes Continuous Service  Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
Access Management Operation Management Problem Management Request Fulfillment Incident Management Event Management Knowledge Management Service Validation and Testing Evaluation Release and Deployment Management Service Asset and Configuration Management Change Management Transition Planning and Support Supplier Management Information Security Management Service Continuity Management Availability Management Capacity Management Service Level Management Service Catalogue Management IT Financial Management Demand Management Service Portfolio Management Strategy Generation Service Improvement Service Reporting Service Measurement Continuous Service  Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
ITIL Version 3
ITIL Version 3 looks at the lifecycle of IT
ITIL v3 Books ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL v3 Books ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL v3 Books ,[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL v3 Books ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL v3 Books ,[object Object],[object Object],[object Object],[object Object],[object Object]
Service Transition
In a perfect world… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Moving into Service Transition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Transition: Change Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
7 Rs of Change Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Change Management — Activities Update change and configuration in CMS Initiator Requested Record the RFC Change Management Ready for evaluation Review the RFC Ready for decision Assess and evaluate change Change Management Scheduled Plan updates Change Management Implemented Co-ordinate change implementation* Closed Review and close change record Evaluation report Work orders Work orders Authorized Change Authority Authorize change Authorize change proposal Create RFC Change proposal (optional)
Knowledge Management (KM) ,[object Object],[object Object],Service Design Service ITIL Service Strategy Service Design Service Transition
Service Asset and Configuration Management ,[object Object],[object Object],[object Object],[object Object],[object Object],The goal of Service Asset and Configuration Mgmt is to provide a model of the IT infrastructure correlating IT services with IT components.
Configuration Management System (CMS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CMDB Capacity SLAs IT Service Continuity Availability Finance Changes Incidents People Locations Assets Releases Documents Licences
Definitive Media Library (DML) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
DML and CMDB relationship  CMDB Information about the CIs Physical CIs DML Release Record Electronic CIs Build new Release Test new Release Implement new Release Distribute new Release to live locations © Crown Copyright 2007. Reproduced under licence from OGC.
Service Transition Processes ,[object Object],[object Object],[object Object],[object Object],[object Object]
Service Transition Processes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Transition Processes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Challenges, CSFs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Final Thoughts ,[object Object],[object Object],[object Object],[object Object],It’s a  Cookbook !!
[object Object]

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Sd hdi 042008

  • 1. ITIL: Service Transition Improving IT Implementations and Creating Value for our Customers Jeff Locke HP Education Services
  • 3. What does the following have in common? ITIL & “ the (Pirate) code is more what you'd call "guidelines" than actual rules” A best practice is a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field.
  • 4. ITIL Version 2 Service Level Management Capacity Management Availability Management Financial Management Service Continuity Management Incident Management Problem Management Service Desk Configuration Management Release Management Service Management Service Delivery Service Support Change Management
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  • 6. Process Comparison V2 Processes V3 Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management
  • 7. Process Comparison V3 Processes Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
  • 8. Access Management Operation Management Problem Management Request Fulfillment Incident Management Event Management Knowledge Management Service Validation and Testing Evaluation Release and Deployment Management Service Asset and Configuration Management Change Management Transition Planning and Support Supplier Management Information Security Management Service Continuity Management Availability Management Capacity Management Service Level Management Service Catalogue Management IT Financial Management Demand Management Service Portfolio Management Strategy Generation Service Improvement Service Reporting Service Measurement Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
  • 10. ITIL Version 3 looks at the lifecycle of IT
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  • 21. Change Management — Activities Update change and configuration in CMS Initiator Requested Record the RFC Change Management Ready for evaluation Review the RFC Ready for decision Assess and evaluate change Change Management Scheduled Plan updates Change Management Implemented Co-ordinate change implementation* Closed Review and close change record Evaluation report Work orders Work orders Authorized Change Authority Authorize change Authorize change proposal Create RFC Change proposal (optional)
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  • 26. DML and CMDB relationship CMDB Information about the CIs Physical CIs DML Release Record Electronic CIs Build new Release Test new Release Implement new Release Distribute new Release to live locations © Crown Copyright 2007. Reproduced under licence from OGC.
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Editor's Notes

  1. None Useful Background/ Case Studies/ Anecdotes/ Analogies etc. In the planning sessions students will have the opportunity to adopt the ITIL processes and lessons taught in the lectures and adapt them to provide better provision of services during the “race”. F1 / Practical Points See Student notes for Standards Info. Instructor Points
  2. An easy way to remember which is which (i.e. Delivery vs Support) is that “delivery of a letter takes more than 1 day” alluding to the fact that they are longer term and not day to day activities. Useful Background/ Case Studies/ Anecdotes/ Analogies etc. None F1 / Practical Points Remember to point out that Service Delivery Disciplines are the longer term, planning processes. They also tend to be more analytical in nature. If we don’t have the infrastructure managed, understood and controlled we will not be able to measure our effectiveness or cohesively develop our business and supporting services strategies. Service Support Disciplines are the more day to day disciplines. Service Support is made up of 5 Processes and 1 FUNCTION (SD). Instructor Points
  3. ITIL V3 Foundation for IT Service Management Concepts, Processes, Roles and Functions HF421S A.00 – © 2007 Hewlett-Packard Development Company, L.P. ITIL V3 Foundation for IT Service Management HF421S A.00 – © 2007 Hewlett-Packard Development Company, L.P.
  4. ITIL V3 Foundation for IT Service Management Concepts, Processes, Roles and Functions HF421S A.00 – © 2007 Hewlett-Packard Development Company, L.P. ITIL V3 Foundation for IT Service Management HF421S A.00 – © 2007 Hewlett-Packard Development Company, L.P.
  5. ITIL V3 Foundation for IT Service Management Concepts, Processes, Roles and Functions [Course Title] [Module Title] ITIL V3 Foundation for IT Service Management
  6. ITIL V3 Foundation for IT Service Management