ITIL intermediate Service Strategy - how is ITIL V3 Service Strategy different from ITIL 2011 Service Strategy?

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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 Strategy book. This will help you to understand the difference between ITIL V3 and ITIL 2011 in relation to Service Strategy.

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  • ITIL intermediate Service Strategy - how is ITIL V3 Service Strategy different from ITIL 2011 Service Strategy?

    1. 1. ITIL IntermediateWhat is new in Service Strategy 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 Strategy Book• Core text: 373 pages• appendix A - Present value of an annuity (2 pages)• Appendix B - Description of asset types (2.5 pages)• Appendix C - Service Strategy and the cloud (2.5 pages)• Appendix D - Related Guidance (7 pages)• Appendix E - Risk assessment & management ( 4.5 pages)• Appendix F - Examples of inputs and outputs across the Service Lifecycle (2 pages)
    7. 7. Processes in ITILService Strategy Stage• Strategy Management for IT Services*• Service Portfolio Management• Financial Management for IT Services• Demand Management• Business Relationship Management** indicates changes from ITIL V3 to ITIL 2011 http://theartofservice.com http://store.theartofservice.com
    8. 8. Strategy Management for IT Services• Strategic Assessment• Strategy Generation• Strategy Execution• Measurement & Evaluation http://theartofservice.com http://store.theartofservice.com
    9. 9. Service Portfolio Management (no big changes from V3)• Service Pipeline - Service Catalogue - Retired Services• Connected with the CMS (Configuration Management System) CMDB, Application Portfolio, Customer Portfolio, Customer Agreement portfolio, Project Portfolio, Supplier & Contract Management information system. http://theartofservice.com http://store.theartofservice.com
    10. 10. Terminology• Service Model• Service Charter• Service Providers: • Type I: Internal Service Provider • Type II: Shared Service Provider • Type III: External Service Provider http://theartofservice.com http://store.theartofservice.com
    11. 11. Financial Management for IT Service• Scope now includes: • Enterprise Financial Management • Financial Management for IT Services • Funding (both external and internal)• Activities: Accounting, Budgeting, Charging http://theartofservice.com http://store.theartofservice.com
    12. 12. Demand Management• Patterns of Business Activity (PBA)• Analyse Service Usage Patterns (based on user profiles)➡ Activity Based Demand Management http://theartofservice.com http://store.theartofservice.com
    13. 13. Business Relationship Management• New process!• liaison between Service Level Management and the Service Owner Customer Portfolio, Customer Agreement Portfolio Tasks: Customer Satisfaction, Defining and Clarifying Service Requirements http://theartofservice.com http://store.theartofservice.com
    14. 14. 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
    15. 15. 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
    16. 16. ITIL certification Passrates in 2011 Art of Service Global StudentsFoundation 88% 89%Intermediate 81% 85% (average) MALC 62.6% 100% http://theartofservice.com http://store.theartofservice.com
    17. 17. 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
    18. 18. 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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