ITIL IntermediateWhat is new in Service Operation 2011?                    ITIL® is a Registered Trade Mark of the Cabinet...
What to do AFTER       Foundation?• Capability Stream                • Lifecycle Stream  • SOA                            ...
ITIL Certification            Pathway                              ITIL                             Master                 ...
Lifecycle Courses• Target audience:  IT Directors and IT  Managers. Also consultants  and ITIL trainers.• Deep understandi...
Lifecycle theory covers..• Processes from a single Lifecycle  phase (=single ITIL book )• Implementation consideration for...
Service Operation Book• Core text: 239 pages• appendix A - Related Guidance (6.5 pages)• Appendix B - Communication in Ser...
Service Operation Book• appendix G - Risk assessment and management (4.5 pages)• Appendix H - Pareto Analysis (1.5 pages)•...
Processes in ITILService Operation Stage• Event Management• Incident Management• Request fulfilment• Problem Management• Ac...
Organizing Service          Operation• Functions:  • Service Desk  • Technical Management  • IT Operations Management  • A...
Service Operation Functions and their overlap                               IT Operations Management                 Techn...
Service Operation         Principles(no big changes from V3)• it’s all about business value• Optimizing Service Operation ...
Support other lifecycle         Phases  (no big changes from V3)• Operation Staff involvement in Service  lifecycle stages...
Event Management(no big changes from V3)  • effective service operation depends     on knowing the status of the     infra...
Incident Management(no big changes from V3)  • Incident models (security incident, normal     incident, major incident)  •...
Request Fulfilment• Request types:   • Standard Change   • request for access   • request for advice or recommendation• Gre...
Problem Management• Prevent problems and resulting  incidents from happening, eliminate  recurring incidents and minimise ...
Problem Analysis         techniques• Chronological  analysis              • Affinity mapping• Pain value analysis   • Hypot...
Access Management• Is the operational execution of Information  Security Management and the CIA  component of Availability...
How do I sit the exam?                                Intermediate exam option:                      1. Testing Centre via...
Intermediate       exam8 questionsComplex multiple choice withscenarioGraded answers:      5 points for the best answer   ...
ITIL certification   Passrates in 2012                                   Art of Service                      Global        ...
ITIL Student FeedbackI have purchased a good amount of yourproducts and it has been a pleasure to dobusiness with you.21/1...
More information?• Our website:  http://theartofservice.com• Our online store:  http://  store.theartofservice.com• Our on...
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ITIL intermediate Service Operation - how is ITIL V3 Service Operation different from ITIL 2011 Service Operation?

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This slideshow is created to give you a high level overview of the processes and terminology in the ITIL 2011 Service Operation book. This will help you to understand the difference between ITIL V3 and ITIL 2011 in relation to Service Operation.

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  • So, before we get stuck into looking at each of the functions, let’s stop and think a bit about functions really mean.\nFunctions refer to the people and automated measures that execute a defined process, an activity or combination of both. The functions within Service Operation are needed to manage the ‘steady state’ of operation within the IT environment. Just like in sports where each player will have a specific role to play in the overall team strategy, IT Functions define the different roles and responsibilities required for the overall Service Delivery and Support of IT Services.\n\nNOTE: It is important to remember that these are logical functions and do not necessarily have to be performed by an equivalent organizational structure. This means that Technical and Application Management can be organized in any combination and into any number of departments. The lower groupings (e.g. Mainframe, Server) are examples of activities performed by Technical Management and are not a suggested organizational structure.\n
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  • ITIL intermediate Service Operation - how is ITIL V3 Service Operation different from ITIL 2011 Service Operation?

    1. 1. ITIL IntermediateWhat is new in Service Operation 2011? ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
    2. 2. What to do AFTER Foundation?• Capability Stream • Lifecycle Stream • SOA • SS • PPO • SD • RCV • ST • OSA • SO • CSI http://theartofservice.com http://store.theartofservice.com
    3. 3. ITIL Certification Pathway ITIL Master ITIL Expert Managing Across the LifecycleSS SD ST SO CSI OSA PPO RCV SOA Lifecycle Modules Capability Modules ITIL 2011 Foundation Certificate in IT Service Management
    4. 4. Lifecycle Courses• Target audience: IT Directors and IT Managers. Also consultants and ITIL trainers.• Deep understanding around processes within a specific Lifecycle Stage. http://theartofservice.com http://store.theartofservice.com
    5. 5. Lifecycle theory covers..• Processes from a single Lifecycle phase (=single ITIL book )• Implementation consideration for the group of processes• Technology and Tools to support the group of processes http://theartofservice.com http://store.theartofservice.com
    6. 6. Service Operation Book• Core text: 239 pages• appendix A - Related Guidance (6.5 pages)• Appendix B - Communication in Service Operation (10 pages)• Appendix C - Kepner and Tregoe (1 page)• Appendix D - Ishikawa diagrams (1.5 pages)• Appendix E - Considerations for facilities management ( 6 pages)• Appendix F - Physical access control (3 pages)
    7. 7. Service Operation Book• appendix G - Risk assessment and management (4.5 pages)• Appendix H - Pareto Analysis (1.5 pages)• Appendix I - Examples of inputs and outputs across the service lifecycle (2 pages)• References and further reading• Glossary and Abbreviations (42 pages)
    8. 8. Processes in ITILService Operation Stage• Event Management• Incident Management• Request fulfilment• Problem Management• Access Management* indicates changes from ITIL V3 to ITIL 2011 http://theartofservice.com http://store.theartofservice.com
    9. 9. Organizing Service Operation• Functions: • Service Desk • Technical Management • IT Operations Management • Application Management• Roles & responsibilities (RACI)• Organizational development & structures* indicates changes from ITIL V3 to ITIL 2011 http://theartofservice.com http://store.theartofservice.com
    10. 10. Service Operation Functions and their overlap IT Operations Management Technical IT OperationsService Desk IT Operations Application Management Control Control Console Mgmt Management Console Mgmt Job Scheduling Job Scheduling Mainframe Backup and Restore Backup and Restore Financial Print and Output Print and Output Management Server Network HR Apps Storage Facilities Management Business Databases Data Centres Apps Recovery Sites Directory Services Consolidation Desktop Contracts Middleware
    11. 11. Service Operation Principles(no big changes from V3)• it’s all about business value• Optimizing Service Operation performance• Achieving Balance• Operations health• Communication http://theartofservice.com http://store.theartofservice.com
    12. 12. Support other lifecycle Phases (no big changes from V3)• Operation Staff involvement in Service lifecycle stages• Perform operational activities for processes in other lifecycle stages http://theartofservice.com http://store.theartofservice.com
    13. 13. Event Management(no big changes from V3) • effective service operation depends on knowing the status of the infrastructure and detecting any deviation. • 3 types of events: • information • warning • exception http://theartofservice.com http://store.theartofservice.com
    14. 14. Incident Management(no big changes from V3) • Incident models (security incident, normal incident, major incident) • Timescales, incidents categorization, incident tracking • Escalation • Closing and re-opening incidents http://theartofservice.com http://store.theartofservice.com
    15. 15. Request Fulfilment• Request types: • Standard Change • request for access • request for advice or recommendation• Great for self-help practices• Request receipt, categorization and prioritization• authorize and review the requests http://theartofservice.com http://store.theartofservice.com
    16. 16. Problem Management• Prevent problems and resulting incidents from happening, eliminate recurring incidents and minimise the impact of incidents that can not be prevented.• Reactive & Proactive activities http://theartofservice.com http://store.theartofservice.com
    17. 17. Problem Analysis techniques• Chronological analysis • Affinity mapping• Pain value analysis • Hypothesis testing• Kepner and Tregoe • Technical Observation Post• Brainstorming • Ishakawa Diagrams• 5-whys • Pareto Analysis• Fault isolation
    18. 18. Access Management• Is the operational execution of Information Security Management and the CIA component of Availability Management• Purpose: provide access only to authorised users.• basic concepts: access, identity, rights, services, directory services http://theartofservice.com http://store.theartofservice.com
    19. 19. How do I sit the exam? Intermediate exam option: 1. Testing Centre via your training company 2. Online Testing at venue of your choice (the exam comes to you) Where is the closest CSME testing centre for Intermediate exams ? http://kryteriononline.com/host_locations/nobranding.asp“Our exam coordinator works with you to plan, organise and schedule your exam,Saving you time, hassle and frustration!” Ivanka Menken - CEO,The Art of Service http://theartofservice.com http://store.theartofservice.com
    20. 20. Intermediate exam8 questionsComplex multiple choice withscenarioGraded answers: 5 points for the best answer 3 points for the next option 1 points for the next option 0 points for the distractor28 points = pass90 minutes to complete exam http://theartofservice.com http://store.theartofservice.com
    21. 21. ITIL certification Passrates in 2012 Art of Service Global StudentsFoundation 88% 99%Intermediate 78% 80% (average) http://theartofservice.com http://store.theartofservice.com
    22. 22. ITIL Student FeedbackI have purchased a good amount of yourproducts and it has been a pleasure to dobusiness with you.21/11/2011 3:04 PM Very good service and response time from any staff I communicated with. 23/11/2011 10:18 PM I passed the exam with better results than my co-workers!!! and Im an old lady who hasnt studied for 40 years!!! 30/11/2011 3:30 PM
    23. 23. More information?• Our website: http://theartofservice.com• Our online store: http:// store.theartofservice.com• Our online learning Portal: http://theartofservice.org

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