The document provides information about ITSM Academy, an accredited education provider that has trained tens of thousands in ITSM certifications and frameworks since 2003. It offers both public and private virtual and in-person training classes on topics including ITIL, ISO 20000, MOF and more. The academy also provides workshops, courseware licensing, and ITSM professional diplomas.

1. Welcome!
© ITSM Academy

2. About ITSM Academy
 Accredited Education  Since 2003 - Tens of Thousands
 Certified Process Design Engineer (CPDE) Trained and Certified
 ITIL® Foundation  ITSM Professional Diplomas
 ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM
 ITIL Lifecycle (SS|SD|ST|SO|CSI)  Public Classes throughout U.S.
 ITIL Managing Across the Lifecycle (MALC)
 Corporate On-Site Classes
 ITIL Service Manager Bridge
 Virtual Classes
 ISO/IEC 20000 Foundation
 Courseware Licensing
 MOF Foundation
 Corporate & Partner (GEM)
 Practical, Value-Add Workshops
 Alumni Program
 ITSM Leadership
 PMI Global Education Provider
 ITIL, MOF, ISO 20K Overviews
 Apollo 13, Visible Ops: The Class  Certified Woman-Owned
 And more!
ITIL® is a Registered Trade Mark of the Cabinet Office.
© ITSM Academy 2
Welcome!

3. Agenda
 What is a model?
 Using models for common processes
Incident
Problem
Request
Change
 Getting started with models
Thanks for joining us today.
Please use the chat feature to send in your questions.
© ITSM Academy 3

4. What is a Model?
 A pre-defined set of procedures Model Elements
for handling recurring incidents,
problems, changes, requests  Steps to be taken
 Sequence of actions
 Ensures the process follows a
prescribed path or timeline  Responsibilities
 Predicts categorization and  Timescales and thresholds
priority (impact/urgency)  Escalation procedures
 Can be automated  Steps to preserve evidence
 Avoids “reinventing the wheel”
for each situation
Models ensure consistent handling to meet SLA targets.
© ITSM Academy 4

5. Models Can Be Very Simple
 Basic models
 Expedite low risk,
high volume situations
 Become part of
“standard operating
procedures”
Request for software model
© ITSM Academy 5

6. Or Very Complex…
 Complex models
 Predict procedures,
resources and timelines
 Avoid surprises and
bottlenecks
 Define the “rules of
engagement” in unique,
high impact situations
© ITSM Academy 6
Major Incident Model

7. Using Models for Common Processes
© ITSM Academy

8. Incident Models
Many incidents involve dealing with something that has happened
before and may well happen again.
 Incident models can be useful for handling
Operational incidents from events
Security incidents
Capacity incidents
Common desktop incidents
Incidents requiring a site visit
Major incidents
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9. Problem Models
Many problems will be unique and require individual handling.
 Problem models can be useful for handling
Dormant problems
Underlying problems
Repetitive problems (across domains, regions, etc.)
Supplier-dependent problems
Major Problems
Problem models will also help define the skills required to identify
root cause and permanently remove the error.
© ITSM Academy 9

10. Request Models
A service request is a user request for a proven, repeatable,
preapproved and proceduralized service.
 Request Models can be useful for handling
 New hires
 Moves
 Desktop software installation
 Requests for access to a service
 Requests for information or help (questions)
 Standard procurements and services
Request models should include thresholds for
scope, budget and authorities.
© ITSM Academy 10

11. Change Models (1)
Change models will define the entry into and rigor of Change Management.
 Change models will
 Communicate what people should expect for
each type of change
 Define the steps for a specific type of change
 Be based on risk and impact
 Define authorities and approval
 Describe the level of impact assessment
 Define timelines and possibly scheduling
 Describe documentation requirements
Change models can reduce the level of bureaucracy
associated with Change Management.
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12. Change Models (2)
 Change Models can be useful in handling
Standard changes
Major technology or application changes
Local changes
Emergency changes
Changes to the Service Portfolio
RFCs to a specific service
Project scope change proposal
Operational activities such as tuning, no-impact reboots
and planned maintenance
There should be a separate model for each approved standard change.
© ITSM Academy 12

13. Service Transition Outsourcing Model (ST Figure 5.3)
© Crown copyright 2007. Reproduced under license from OGC.
© ITSM Academy 13

14. Getting Started with Models (1)
 Review incident, change, problem and
request records for the most common
or frequent types of situations
 Build initial models from previously
successful and timely procedures
 Build new models as situations arise
and lessons learned
 Make the models readily available
and easy to understand –
communication is key to success!
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15. Getting Started with Models (2)
 Adapt the models as necessary
 Put every model under Change Control
 Whenever possible, automate the models
 Report on the use and success of each model
 Keep it simple!
© ITSM Academy 15

16. Questions?
© ITSM Academy 16

17. Visible OPS
Certified Process
Design Engineer (CPDE) ITIL SOA
ITIL at the Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Strategy
ITIL Service Transition Overview
ITIL Service Operation Service Transition
Overview
ITIL Continual
Service Improvement Service Operation
Overview
ITIL
ITSM Roles
Foundation
and Responsibilities
ISO/IEC 20000
Foundation
Apollo 13 Simulation ISO/IEC 20000
Foundation Bridge
MOF
ITIL Executive Overview
Foundation
Customer Service
ITSM
Excellence
Leadership ITIL Overview
Building Blocks of
Process Design
ISO/IEC 20000 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.

18. ITSM Academy Affiliates
© ITSM Academy, v2 October 2011 18

19. IT Service Management Professional
(ITSMP) Diplomas
ITSM Academy is Licensed by the
Commission for Independent
Education, Florida Department of
Education, offering occupational
ITSMP® Diplomas.
On our website, this symbol
indicates courses which accrue clock
hours toward a Diploma as:
 Change Manager 
 Support Manager 
 Service Level Manager 
© ITSM Academy 19

20. Want to Learn More?
Master
Certified Process
ISO/IEC 20000 ITIL Design Engineer
Foundation Expert (CPDE)
Complementary Course
5 credits Complementary Course
1 credit 1.5 credits
Managing Across the Lifecycle (MALC)
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
2 credits © ITSM Academy 2008
V3 Foundation
© ITSM Academy 20

21. Want to Learn More?
ITIL Certification Scheme
© ITSM Academy 21