about itil foundation

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About ITSM Academy Accredited Education Certified Process Design Engineer (CPDE) Since 2003 - Tens of Thousands Trained and Certified Certified Process Design Engineer (CPDE) ITIL ® Foundation ITIL Capability (OSA|PPO|RCV|SOA) ITIL Lifec cle (SS|SD|ST|SO|CSI) ITSM Professional Diplomas Change/Support/SLM Public Classes throughout U.S. ITIL Lifecy cle (SS|SD|ST|SO|CSI) ITIL Managing Across the Lifecycle (MALC) ITIL Service Manager Bridge / Corporate On-Site Classes Virtual Classes Courseware Licensing ISO/IEC 20000 Foundation MOF Foundation Practical, Value-Add Workshops Courseware Licensing Corporate & Partner (GEM) Alumni Program PMI Global Education Provider ITSM Leadership ITIL, MOF, ISO 20K Overviews Apollo 13 Visible Ops: The Class PMI Global Education Provider Federal Government (GSA) Contractor Certified Woman-Owned 1 © ITSM Academy Welcome! Apollo 13, Visible Ops: The Class And more! Certified Woman Owned ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

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This deck is a snapshot of ITSM Academy’s 2.5 day ITIL Foundation Class.

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Page 1: About ITIL Foundation

About ITSM Academy

Accredited Education Certified Process Design Engineer (CPDE)

Since 2003 - Tens of Thousands Trained and CertifiedCertified Process Design Engineer (CPDE)

ITIL® Foundation

ITIL Capability (OSA|PPO|RCV|SOA)

ITIL Lifec cle (SS|SD|ST|SO|CSI)

ITSM Professional Diplomas Change/Support/SLM

Public Classes throughout U.S. ITIL Lifecycle (SS|SD|ST|SO|CSI)

ITIL Managing Across the Lifecycle (MALC)

ITIL Service Manager Bridge

/

Corporate On-Site Classes Virtual Classes Courseware Licensing

ISO/IEC 20000 Foundation

MOF Foundation

Practical, Value-Add Workshops

Courseware Licensing Corporate & Partner (GEM)

Alumni Program PMI Global Education Providerp

ITSM Leadership

ITIL, MOF, ISO 20K Overviews

Apollo 13 Visible Ops: The Class

PMI Global Education Provider Federal Government (GSA)

Contractor Certified Woman-Owned

1© ITSM AcademyWelcome!

Apollo 13, Visible Ops: The Class

And more!

Certified Woman Owned

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

Page 2: About ITIL Foundation

ITIL Core and the Service Lifecycle

Service Strategy Define and execute a service

strategy Service Design Design and develop services and SM g p

processes Service Transition Transition new and changed services Transition new and changed services

into operations Service Operation Manage service delivery and Manage service delivery and

support Continual Service Improvement Identify and implement

ITIL Core is built around a service lifecycle.

© Crown copyright 2011. Reproduced under license from the Cabinet Office.

2© ITSM Academy

Identify and implement improvements

a service lifecycle.

ITIL Text - SS 1 Intro, 1.2

Page 3: About ITIL Foundation

Service Strategy Important Terms

Utility

Business Case Functionality offered by a

product or service to meet a particular need

Warranty

Decision support and planning tool; justifies a significant expenditure

Risk Service is available as needed

with required capacity, continuity and security

Service Portfolio

Possible event that could cause harm, loss or missed objective

Return on Investment (ROI) Diff b t b fit Service Portfolio

Complete set of services managed by a service provider

Service Pipeline

Difference between benefit achieved and cost to achieve

Pattern of Business Activity (PBA)

Services under consideration or development

Service Catalog Services that are live and

A workload profile of one or more business activities

Outcome I t d d t l lt f

3© ITSM Academy

Services that are live and available for deployment

Intended or actual result of an activity, process or IT service

ITIL Text - SS 4

Page 4: About ITIL Foundation

Service Strategy Purpose and Objectives

Service Strategy defines the perspective, position, plans and patterns that a service provider must execute to meet an

i ti ’ b i t

Understand what strategy is

organization’s business outcomes.

Define services and their customers Define how value is created and delivered Id tif t iti d h t l it Identify opportunities and how to exploit Provide a service provision model Understand required capabilitiesUnderstand required capabilities Document how assets are used/optimized Provide processes that define and enable execution of

h

4© ITSM Academy

the strategy

ITIL Text - SS 1.1.1

Page 5: About ITIL Foundation

Service Design Purpose, Objectives and Scope

Service Design designs IT services and the governing IT practices, processes and policies to realize the service provider’s strategy.

Facilitate the introduction of services i t t d i t into supported environments Design IT services so minimal

i t i d improvements are required Embed continual improvement in all

S i D i ti iti Service Design activities

The scope of Service Design includes the design of appropriate and

5© ITSM Academy

innovative IT services to meet current and future business requirements. All (five) aspects of Service Design are considered.

ITIL Text - SD 1.1.1, 1.1.2

Page 6: About ITIL Foundation

Service Transition Purpose, Objectives and Scope

Service Transition ensures that new, modified, retired or transferred services meet the expectations of the business.

Plan and manage service changes efficiently and effectively Manage risks relating to new, changed or retired servicesg g , g Successfully deploy service releases into supported

environmentsS i h f Set correct expectations on the performance and use of new or changed services

Ensure that service changes create the expected g pbusiness value

Provide good-quality knowledge and information about services and service assets

6© ITSM Academy

about services and service assets

ITIL Text - ST 1.1.1, 1.1.2

Page 7: About ITIL Foundation

Service Operation Purpose, Objectives and Scope

Service Operation coordinates and carries out theactivities and processes required to deliver and manage

services at agreed levels to business users and customers

Maintain business satisfaction and confidence in IT through effective and

services at agreed levels to business users and customers.

confidence in IT through effective and efficient delivery and support of agreed IT services

Minimize the impact of service outages on day-to-day business activities

Ensure access to agreed IT services is Ensure access to agreed IT services is only provided to those authorizedThe scope of Service Operation includes ongoing management of

7© ITSM Academy

services, along with the SM processes, technology and people that are used to deliver and support those services.

ITIL Text - SO 1.1.1, 1.1.2

Page 8: About ITIL Foundation

There is no finish line…

Service Strategy

Service Output

FeedbackLessons Learned

Design

Service Output

FeedbackLessons Learned

Transition

Service O t t

Output

Once services are identified and processes are implemented the real

k b i Service Operation

Outputwork begins… CSI must be embedded within an

organization’s culture.

8© ITSM AcademyContinual Service Improvement

Page 9: About ITIL Foundation

Remember the Goal….

9© ITSM Academy

Business and customer satisfaction.

Page 10: About ITIL Foundation

Want to Learn More?

Master

Managing Across the Lifecycle (MALC)

5 credits

ITIL Expert

Certified Process Design Engineer

(CPDE)

Complementary Course1.5 credits

ISO/IEC 20000 Foundation

Complementary Course1 credit

Service Offerings and Agreement (SOA)

Managing Across the Lifecycle (MALC)

3 credits each 4 credits eachCSI

SO

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)SSSD

STSO

V3 F d ti

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

2 credits © ITSM Academy 2008

10© ITSM Academy

V3 Foundation

Page 11: About ITIL Foundation

ITIL SOA

Visible OPS

From Help Desk to Service Desk

Certified Process Design Engineer (CPDE)

ITIL Service Strategy

ITIL PPO

ITIL RCV

ITIL OSAITIL Managing Across the Lifecycle (MALC)

Defining Your Service Catalog

Service TransitionOverview

Service Operation

the Lifecycle (MALC)ITIL Service Design

ITIL Service Transition

ITIL Service Operation

OverviewITIL ContinualService Improvement

Apollo 13 Simulation

ISO/IEC 20000Foundation

ITIL Foundation

Assigning Dynamic Roles and Responsibilities

Customer Service Excellence

MOF Foundation

ITIL Executive Overview

ITSM ITIL O i

Leadership Skills

Building Blocks ofProcess Design

Solid colored boxes represent accredited certification courses. Grey boxes represent non-certification courses including workshops and simulations.

ISO/IEC 20000 Overview

ITIL Overview