The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Last year in May, where we could do what we liked and Covid19 was not even a word, the itSMF organized an event to review ITIL4 and how it positioned itself in the agile service management world. For those who joined, I said that all the information shared was based on the ITIL4 foundation input. Since then, a lot has happened. Also in the world of ITIL4. Axelos released 4 more specialist and strategist titles and 35 practice titles.
It gave the possibility to revisit the initial understanding, challenge it and extending it to the level I am at today. I also said that when time is right, I would share my insights.
So if you want that in depth review of how Axelos has reinvented ITIL and how for me, this evolution of ITIL is as disruptive as the market we are in today, mark in your agenda : 26th of November from 17:30 until 19:00
What can you expect from this indepth session on ITIL4? We will start off with a short recap of the foundation, so even people not really familiar with the basic ins and outs can follow the session.
After that introduction, the 4 core volumes added as part of the managing professional will be reviewed and connected to the ITIL4 operating model. We will investigate how each of the volumes adds tools and guidance, allowing a service driven organisation to become the best version of itself.
Personally it has been a discovery journey which took and still takes time to grasp the potential. I hope that by the end of the session, some of the insights might be of use in your own service management evolution journey.
Eddy Peters
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
Donna Knapp, ITSM Academy's Curriculum Development Manager / Author
ITSM Academy was so excited to introduce ITIL 4 in our January webinar. We can tell our 300+ audience members were excited as well by the number of questions we did get to answer. Join us in February for an extended Q&A session and the latest ITIL 4 news.
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
Philip Hearsum - Introducing ITIL 4 - AID2019ALVAO
Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL.
Patří tak k hlavním architektům připravované verze ITIL 4.
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Last year in May, where we could do what we liked and Covid19 was not even a word, the itSMF organized an event to review ITIL4 and how it positioned itself in the agile service management world. For those who joined, I said that all the information shared was based on the ITIL4 foundation input. Since then, a lot has happened. Also in the world of ITIL4. Axelos released 4 more specialist and strategist titles and 35 practice titles.
It gave the possibility to revisit the initial understanding, challenge it and extending it to the level I am at today. I also said that when time is right, I would share my insights.
So if you want that in depth review of how Axelos has reinvented ITIL and how for me, this evolution of ITIL is as disruptive as the market we are in today, mark in your agenda : 26th of November from 17:30 until 19:00
What can you expect from this indepth session on ITIL4? We will start off with a short recap of the foundation, so even people not really familiar with the basic ins and outs can follow the session.
After that introduction, the 4 core volumes added as part of the managing professional will be reviewed and connected to the ITIL4 operating model. We will investigate how each of the volumes adds tools and guidance, allowing a service driven organisation to become the best version of itself.
Personally it has been a discovery journey which took and still takes time to grasp the potential. I hope that by the end of the session, some of the insights might be of use in your own service management evolution journey.
Eddy Peters
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
Donna Knapp, ITSM Academy's Curriculum Development Manager / Author
ITSM Academy was so excited to introduce ITIL 4 in our January webinar. We can tell our 300+ audience members were excited as well by the number of questions we did get to answer. Join us in February for an extended Q&A session and the latest ITIL 4 news.
IT Service Catalogs are dangerous. It’s easy to create hundreds of services, fast – with little oversight – and it will kill your Service Catalog initiative. Your customer will see it as inconsistent, complex and confusing – and stop coming. It doesn’t have to be that way. Evergreen shares best practices on creating and using a consistent Service Design Process. It actually saves time, simplifies your work, and gives you consistent quality. And it will make your customers happy.
Visit our website for the recorded webinar where we also demonstrate these best practices in our beautiful and innovative, customer-centric Service Catalog built with ServiceNow.
http://content.evergreensys.com/it-service-catalog-webinar-service-design-process
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
Philip Hearsum - Introducing ITIL 4 - AID2019ALVAO
Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL.
Patří tak k hlavním architektům připravované verze ITIL 4.
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
“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.
This Presentation outlines the following:
To define Service Management
To understand public framework and standards
Understand Service Management technology
Overview of the Service Lifecycle
ITIL library
Introduction to Functions and Processes
Internal and external customers
Internal and external services
ITIL V3 Expert, Dr Geoff Harmer of Maat Consulting shows: What's new in ITIL V3? What's different from ITIL V2? New processes, new qualifications, new books. 32 Powerpoint slides. Revised Feb 2009 to reflect the full availability of all ITIL V3 qualifications including the ITIL V3 Intermediate Certificates and to include the many new ITIL V3 books published during 2008.
ITIL® Foundation certificate in IT Service Management is for candidates wanting to understand how ITIL® framework can help them deliver IT services effectively and efficiently to the customers. To gain a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization.
Benefits: Certification in ITIL® has helped many move up in their career- from Technical to getting into Management level. It also has opened opportunities in the areas of training, consultancy and has greatly helped understanding the customer requirement to deliver IT services effectively and efficiently.
FCAPS is the core of Network Management, while ITIL shares the good practices that helps manage IT Services, Practices and Tasks. Is there a relationship between FCAPS and ITIL? This presentation, help you understand where ITIL meets Network Management (FCAPS).
ITIL implementation and Service Management Best Practices – useful informatio...SriramITISConsultant
Service Management is a practice hugely famous Business process framework. ITIL is one of the famous service management framework.
I've created a presentation for all, who are interested in knowing the basics of Service Management best practice or Implementation of ITIL in organization.
To know more, Please go through the Presentation.
Hope this presentation helps everyone in understanding basic implementation knowledge.
Information Technology Policy for Corporates - Need of the Hour Vijay Dalmia
Information Technology Policy for Corporates is the need of the hour as organisations, are continuously at a stake for violation of information technology laws, commission of cyber crimes, sexual harassment, e-mail violations, and misuse of internet and intranet.
Information Technology Infrastructure Library Service Management based on ITIL v3 Official Introduction. Contains Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
I prepared this document based on a learning material provided by my employer, my aim was to create a document that would serve as a book for those want to understand ITIL Foundation Syllabus before writing the foundation exam (Exam Code - EXO 117). Although this book was edited many times to include only those subjects that were needed the most, the book still is a 146 page document, however reading this book would give you a decent idea about many service management concepts like Incident Management, Change Management, Problem Management etc and will make you exam ready without the help of dumps. Yes, believe me I scored 85% in Exin's EXO 117 Foundation Exam without any dumps. After I gained enough knowledge by preparing this book, I was able to answer many questions correctly in the dumps so I ended up using the dumps only to get a hands on of how the exam user interface will work. My concept is simple, if you want only a certificate, use the dumps, you can start tonight and get certified by tomorrow morning, but what knowledge would you actually possess at the end? To get that knowledge I suggest reading the related books, understanding the concepts, learning with examples and it may take a week, may be a month but at the end you will have the certificate + KNOWLEDGE. Finally just pardon me for any grammatical errors (after all English is not my mother tongue) and typo (I didn't have enough time to check everything), but the book is full of information that would certainly help. Share it with as many people as would like, spread it, gain knowledge and help others to do so as well. All the best.
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
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Putting the SPARK into Virtual Training.pptxCynthia Clay
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Improving profitability for small businessBen Wann
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2. Agenda
• The objective of this overview is to demonstrate the
capabilities of the ITIL framework to managers, practitioners,
and executives
• What will this overview provide?
– This overview will provide you some basic understanding of the
value of the ITIL Framework and an introduction to its definitions
– This is an introduction meant to demonstrate the value of ITIL
– An overview of the certification schema for ITIL
3. So why should I care? What is the
value?
• ITIL has been adopted by approximately 75% of the publically traded
firms in the world in some format according to a research survey of
CIO‟s
• It has been around for 30 years (tried and true) and has gone through
several iterations of development as a best practice framework.
• Companies have empirically reported that ITIL:
– Lowers risks – enforces controls and policies
– Lowers operational costs – do more with same funding
– Increases customer satisfaction – clear SLA and OLA
– Increases productivity – Incident Management
– Improves perception of IT – Professionalism
– Common Language – less confusion
– Governance and Control – Transparency
4. So how does ITIL do this?
• ITIL consists of thousands of pages of material and
guidance but it comes to this:
“Better Outcomes through better Decisions”
• ITIL provides all levels within an organization a way to
think about their decisions with the customer outcomes in
mind
• It provides a way to define value of IT Services from the
point of view of the customer
6. ITIL is a best practice framework for
delivering IT Service Management
• IT Service Management is a means to deliver
Value to a Customer in the form of Services
• By definition Service Management is a set or
organizational capabilities for delivering value to
customers in the form of services
• So what is a service?
• And what is value?
7. A service is a means of delivering a customer
outcome that they wish to achieve without the
customer incurring specific costs and risks.
• For Example the electric company facilitates the customer
outcome of lighting your house when it is dark. You as the
customer do not incur the specific costs and risks of power
generation
• A cellular phone company allows customers to
communicate without having the specific costs and risks of
managing a cellular network
8. •Utility is Fitness of Purpose.
– Does the service do what I need it to
do or does it remove a constraint?
Value is defined in two dimensions: utility
and warranty.
•Warranty is Fitness of Use and
is defined in terms of:
– Available enough?
– Enough Capacity?
– Secure Enough?
– Continuous Enough?
9. The point of ITIL is to provide framework guidance
on how to deliver value to customers through
services.
• What is a customer?
• What services do they want? What should we provide them?
• How do we know when they work?
• How do our customers know?
• How much „warranty‟ is needed?
• How do I Design, Build, Test, and manage services?
• Once I build them how should they operate?
• How do I fix them when they break?
• How do I know they are broken?
• Etc…etc….etc.
10. ITIL is a series of books:
• Service Strategy: To provide guidance on how to design develop and implement
service management whilst providing direction for grown not only as an
organizational capability but as a strategic asset.
• Service Design: To provide guidance on the design and development of service
management processes to define design principles and methods for converting
strategic objectives into portfolios of services and service assets of existing and
new services.
• Service Transition: To provide guidance on how to develop and improve
capabilities for transitioning new and changed services into operations and ensure
requirements of Service Strategy defined in Service Design are effectively realized
in Service Operations.
• Service Operations: To provide guidance on how to achieve effectiveness and
efficiency in the delivery and support of services to ensure value for the customer
and service provider.
• Continual Service Improvement: To provide guidance on how to create and
maintain value for customers through better design, introduction, and operation of
service and establish principles, practices, and methods from quality management
and capability improvement.
12. Service Strategy is about the mechanism of
how to create value and make economic
trade offs.
• It answers questions such as:
– Who are my customers and what do they value?
– How do I maximize return at an acceptable risk level?
– How do I dynamically manage a capital budget for investment.
– How will demand for services change over time?
– What roles do I need in place to execute this strategy?
13. Service Strategy provides a set of tools to analyze
patterns of business activity and evaluate
competing alternatives:
14. One principle outcome of the service
strategy phase of the life cycle is the
business case
• A business case is a decision support tool that
models the likely outcome of a business decision.
– What are the benefits (in terms of customer outcomes)?
– What are the projected costs.
– What are the intangible costs/benefits?
– What are the risks of the project?
• Uncertainty in outcome.
16. Service Design is focused on the creation of a Service Design
Package (SDP) that delivers a utility and warranty combination
to a market space.
• There are five aspects to service design:
– The service itself (utility components).
– Technical and Management Architectures.
– Processes Required
– Metrics
– Supporting Management Systems Required
• The Service Design aspects now have language to provide
greater clarity and consistency across the life cycle phases.
18. The Service Transition Publication focuses
on moving from conceptual design to
service operations.
• The service transition publication focuses on how
to build, deploy, test, and transfer services into an
operations (or production) environment.
• The publication also speaks extensively to change
governance, baseline record keeping, and
knowledge collection and management.
19. The Service “V” Model gives a framework
integrating Build and Test.
Service Review
Service Acceptance
Service Operational Criteria
Service Release Criteria
Assembly Test
Service
Component
Build and Test
Define Business
Requirements
Validate Service
Packages
Define Service
Requirements
Acceptance Test
Define Service
Solution
Operational
Readiness Test
Define Service
Release
Release
Package Test
Develop Service
Solution
Component &
Assembly Test
21. Service Operations
• From a customer point of view, Service Operations is where
value is realized and seen. This is the „business as usual‟
activities of IT.
• Service Operations is “making the donuts” or can be thought
of as the „factory of IT‟.
• This includes:
– Incident Management
– Problem Management
– Access Management
– Event Management
– Request Fulfillment
22. Organizational Considerations
• ITIL defines four functions (units of organization
to perform specific work and responsible for
specific outcomes).
– Service Desk: Primary responsible for interfacing with user and
restoring service to them (IM, RF)
– Technical Management: Stewards of the technical infrastructure skills,
people, processes, etc.
– Application Management: Stewards of the applications skills, people,
processes, etc.
– Operations Management: Stewards of the day to day.
• Facilities are included in this function.
24. Continual Service
Improvement
• This publication is concerned primarily with continually
aligning services to ever changing business needs or
improving performance of a service where required.
• This is the lifecycle that is embedded across everything
else in the framework.
• This process provides feedback into the framework for
decision making.
25. • Service Strategy: To provide guidance on how to design develop and implement service
management whilst providing direction for grown not only as an organizational capability but
as a strategic asset.
– Who are our customers and what should we offer them?
• Service Design: To provide guidance on the design and development of service
management processes to define design principles and methods for converting strategic
objectives into portfolios of services and service assets of existing and new services.
– Does our design meet the needs of our customer?
• Service Transition: To provide guidance on how to develop and improve capabilities for
transitioning new and changed services into operations and ensure requirements of Service
Strategy defined in Service Design are effectively realized in Service Operations.
– How do we build a service that meets the design requirements?
• Service Operations: To provide guidance on how to achieve effectiveness and efficiency in
the delivery and support of services to ensure value for the customer and service provider.
– How do we run services so real value is realized?
• Continual Service Improvement: To provide guidance on how to create and maintain
value for customers through better design, introduction, and operation of service and
establish principles, practices, and methods from quality management and capability
improvement.
– How do we make our services better over time or align them to changes in the business environment?
26. ITIL is a closed loop framework that addresses the
creation, design, operation, and improvement of
services through a life cycle
Continual
service
improvement
Service
transition
Service
strategy
Service
Operation
Service
design
27. The ITIL Certification Scheme
More information about the
certification and education can be
found at
www.itil-officialsite.com