Have you heard the acronym ITIL, but not sure what it is? During this presentation, we discuss what ITIL is and why it is relevant in today’s IT environment. Learn how implementing ITIL/IT Service Management concepts can make a significant difference in your organization. Attendees will also learn about the ITIL certification path and how obtaining certification can enhance your career.

1. What is ITIL®?
An Introduction
Erika Flora, CSM, PMP, PgMP, ITIL Expert
erika.flora@beyond20.com
Consulting | Assessment | Training
(866) 856-3117
www.beyond20.com
Copyright 2013 Beyond20, LLC, All Rights Reserved

2. Agenda
• Introduction
• ITIL and ITSM
• Value of ITSM
• IT Service Lifecycle
• ITIL Certification path
• Q&A
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3. Introduction
• Erika Flora, PMP, PgMP, ITIL Expert
▫ Principal, Beyond20
▫ itSMF and PMI board
member and speaker
▫ Led multiple ITSM projects
• Beyond20
▫ ITIL training, assessment,
consulting, and implementation
▫ PMI Global Registered Education Provider
▫ APMG Accredited Training Organization (ATO)
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4. What is ITIL?
• Stands for “IT Infrastructure Library”
• Comprehensive collection of IT best practices
• Started in the late 1980s out of the UK
• Drawn from private and public sectors
worldwide
• Describes good practice in IT Service
Management (ITSM)
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5. ITIL in the marketplace
• ITIL v3 Foundations ranked 3rd highest paying
IT certification in 2008 and 2009 (TechTarget)
• 45% of Fortune 500 companies are currently at
some phase of ITIL implementation (Gartner)
• 85% of CIOs surveyed said that ITIL is on their
roadmap for the next 24 months (Gartner)
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6. ITIL provides value
• Gartner research found 80% of mission critical
application service downtime is directly caused
by people or process failures
• ITIL helps companies increase IT efficiency,
improve quality, and save costs
• AMR Research reports that IT organizations that
have implemented ITIL good practices have
saved up to 10% in IT costs without sacrificing
the quality of service delivery
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7. • “People want a
quarter inch hole, not
a quarter inch drill”
Professor Theodore Levitt,
Harvard Business School
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8. IT Service Management
• ITSM is a set of specialized organizational
capabilities for providing value to customers in
the form of services
• Shifting the conversation:
▫ Technology → Services
▫ Cost → Value
▫ Necessary evil → Trusted partner
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9. Services - IT as a Service
• Services are a means of delivering value to
customers by facilitating the outcomes
customers want to achieve without
the ownership of specific
costs and risks
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10. Value of ITSM
• Business and IT Alignment
• Improved Service Availability
• Improved IT Agility and Responsiveness
• Increased Customer Satisfaction
• Regulatory / Statutory Compliance
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11. ITSM Lifecycle
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
Copyright 2013 Beyond20, LLC, All Rights Reserved

12. Service Strategy
• Provides guidance for:
▫ Defining IT services that will bring
value to the business
▫ Managing the overall IT Portfolio
▫ Aligning IT capabilities with business strategies
• Benefits:
▫ Proactively anticipate customer needs
▫ Provide a stronger strategic contribution
▫ Better support and improve the overall business
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13. Service Design
• Provides guidance for:
▫ Designing and developing
services and processes to maintain
and increase IT value to customers
▫ Defining Service Level Agreements
• Benefits:
▫ Design services aligned with business needs
▫ Reduce rework
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14. Service Transition
• Provides guidance for:
▫ Transitioning new and changed
services into operations
▫ Managing change, service assets and
configuration, and release and deployment
▫ Controlling risks of failure and/or disruption
• Benefits:
▫ Ability to make a high volume of changes, while
minimizing risks to the live environment
▫ Maintain better control of IT assets
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15. Service Operation
• Provides guidance for:
▫ Delivering day-to-day support of
services to ensure ongoing value
for customers
▫ Managing availability, controlling demand,
optimizing capacity, etc.
• Benefits:
▫ Maintain a stable and responsive environment
▫ Shift from being reactive to proactive
▫ Increase customer perception and satisfaction
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16. Continual Service
Improvement
• Provides guidance for:
▫ Making improvements in service
quality, operational efficiency,
and business continuity
• Benefits:
▫ Leverage organizational wisdom and knowledge
sharing
▫ Affect organizational and individual behavior
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17. Certification Path
ITIL Expert
Managing Across the Lifecycle
(5 credits)
SS SD ST SO CSI SOA PPO RCV OSA
Lifecycle (3 credits) Capability (4 credits)
Foundations (2 credits)
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
Copyright 2013 Beyond20, LLC, All Rights Reserved

18. Upcoming ITIL v3 Foundation classes
• Washington, DC
▫ August 26-28
• New York, NY
▫ September 30 – October 2
• Phoenix, AZ
▫ November 2-4
• 24 PDUs
• 100% pass guarantee
• www.beyond20.com
Copyright 2013 Beyond20, LLC, All Rights Reserved
We offer
ITIL
Onsite and e-learning
courses too!

19. Questions?
Erika Flora: erika.flora@beyond20.com
(866) 856-3117 office
Blog articles: beyond20.com/blog
Twitter: @erikaflora @beyond20
LinkedIn: www.linkedin.com/in/eflora
YouTube: youtube.com/user/Beyond20LLC
Copyright 2014 Beyond20, LLC, All Rights Reserved