International Institute of Business Analysis

Northeast Florida Chapter (IIBA-NEFL)

Skilled to Thrill Series 2010:

Introduction to ITIL

( IT Infrastructure Library )

ITIL v3 Foundation Certification

& Relevance to BA/PM Practice

Andrew Kouroupis Cert. ITIL v2 & v3, BA English, MS Instructional Systems Design

What to Expect

All together, about 30 minutes of talk, and 20 minutes of listen

Who I am, How I got here, and Why I care

My Certification Experience (ITIL v2 in 2004, v3 in 2009)

ITIL Objectives and Opportunity – Why You Should Care

Core Concepts – a Common Mental Model

ITIL Framework – a Service Management Lifecycle

Further Qualification Levels

Resources

Discussion

My Journey of Becomingan IT Business Analyst

Aptitude, an analytic nature, and hard work lessons

Managing electronic publishing and writing (BA in English)

Instructional Designer (MS Instructional Systems Design – ISD)

Knowledge Management Consultant (Wang New Zealand)

ITIL v2, then ITIL v3 Foundation Certification

BA, Project Manager, Process Engineer (Fonterra New Zealand)

Business Systems Analyst (State of Florida and BCBSFL)

Self-actualized, life-long learning makes a BA/PM

ITILWhat is it?

IT Infrastructure Library

ITIL is a non-proprietary approach and systematic framework for managing IT services.

Developed by the UK Office of Government Commerce (OGC).

Organizations around the world are using ITIL as the global standard for IT service management to improve efficiency and communication in IT services.

Standard of good practice for defining, managing, and continually improving IT Services

Business Benefit ITIL Objectives Provide Value to the Business

Align IT objectives with business objectives

Provide improved IT services

Increase productivity

Improve customer satisfaction

Improve the use of skills and experience

Improve the delivery of third party services

Create clear and documented processes for IT Service Delivery

Business Benefit Process Frameworks Map to ITIL

COBIT (best practices for IT managers and auditors) mapped to ITIL.

Rational Tivoli Unified Process reflects an IBM version of ITIL

Microsoft Operations Framework: defines a limited ITIL

implementation. MOF is mapped to ITIL as part of the documentation

framework.

ITIL CertificationWhy Adopt ITIL as a BA or PM Professional?

IT Infrastructure Library

A body of knowledge (books) providing a basis for professional practice and certification. (You mean like PMBOK and BABOK …? Yes !)

Internationally accepted view of IT Service Management

Standard of good practice for defining, managing, and continually improving IT Services

Common frame of reference and terminology across IT roles

Provides measurable value to the business

An education track for professional development and certification in IT Service Management

A competitive advantage for businesses and practitioners.

Why Adopt: Job Listings from Monster.com: “ITIL” = 900+ hits, including …

Application, Infrastructure, Support, Management roles:

─ Business Analyst─ Business Systems Analyst─ Project Manager─ Program Manager─ Support Analyst─ Business Process Analyst─ Workflow Systems Analyst─ Software Process Engineer─ Business Process Engineer─ Quality Assurance Analyst─ ITIL Consultant

Job Listings from Monster.com: ITIL Certification Required or Preferred

Some BA, PM, QA Analyst, Systems Analyst role requirements:• ITIL v3 Foundation Certification highly desired.

• ITIL/ISO 20000 Foundation Certification and CMMI experience also a plus.

• Use process quality standards, best practices and methodologies (such as Maturity Models, ITIL, CMM) that seek to improve processes that will enable innovation, operational excellence, effectiveness, and efficiency.

• Process Quality certification in one or more of the following areas: Six Sigma Black Belt, Six Sigma Green Belt, CSQE, CISA, ITIL, PMP.

• Utilization of structured Project Management Methodology/ ITIL training/experience.

• PMI and/or ITIL certification required.

Certification: Basic LevelITIL Foundation v3

ITIL V3 Foundation Certificate in IT Service Management Study one or more guides

Take practice exams in the study guides

Pay the exam fee

40-question multiple-choice exam at a local training vendor site

Demonstrate knowledge of the ITSM Lifecycle and ITIL concepts

Pass the exam

ITIL Foundation Study Guides2009 and later editions

Art of Service ITIL V3 Foundation Complete Certification Kit 3rd Edition: Study Guide Book and Online Course ($90)

Passing Your ITIL Foundation Exam (OGC) ($29)

Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives ($25)

ITIL Core Concepts(and discussion)

Service: A means of delivering value to customers by facilitating outcomes customers want to

achieve without the ownership of specific costs and risks.

Service Management: a set of specialized organizational capabilities for providing value to customers

in the form of services.

Service Package: A detailed description of an IT service that is available to be delivered to customers.

Includes one or more core services and supporting services and a Service Level Package.

Process Model: a process is a set of coordinated activities combining and implementing resources and

capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external

customer or stakeholder.

─ A process takes one or more defined inputs and turns them into defined outputs.

─ A process may include any of the roles, responsibilities, tools, and management controls required to

reliably deliver the outputs.

─ A process may define policies, standards, guidelines, activities, and work instructions.

─ Processes become strategic assets when they create competitive advantage and market

differentiation.

Info Tech is not the business. Technology is not the service.

ITIL Service Lifecycle

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

ITL Service Lifecycle

A Dynamic Service Lifecycle

ITIL Service Lifecycle

Service Strategy

─ Service Portfolio Management

─ Demand Management

─ IT Financial Management

Service Design

─ Service Catalogue Management

─ Service Level Management

─ Risk Management

─ Capacity Management

Service Transition

─ Service Asset and Configuration Management

─ Service Validation and Testing

─ Evaluation

─ Release and Deployment Management

─ Change Management

─ Knowledge Management

Service Operation

─ Event Management

─ Incident Management

─ Problem Management

─ Request Fulfillment

─ Access Management

Continual Service Improvement

─ Service Level Management

─ Service Measurement and Reporting

─ Continual Service Improvement

ITIL Study Guides for Further QualificationsOGC Publications

ITIL v3 Qualification Scheme Structure

Certification: Intermediate LevelITIL Managing Across the Lifecycle

ITIL Intermediate Qualification (tailored to your career focus) Pass the ITIL Foundation exam.

Demonstrate knowledge of one study stream matching your career goals:

─ ITIL Lifecycle Stream (5 certifications)• Service Strategy• Service Design• Service Transition• Service Operation, and• Continual Service Improvement

─ ITIL Capability Stream (4 certifications)• Service Offerings and Agreements• Release, Control and Validation• Operational Support and Analysis• Planning, Protection and Optimization

ITIL Resources

ITIL Official Site (itil-officialsite.com)

Source for all official word on certification schemes, publications, and

evaluations.

IT Service Management Forum USA (itSMF USA)

Non-profit professional membership organization founded on ITIL

practice, also supports ITSM frameworks such as ISO20000,

COBIT, and Six Sigma

Art of Service (training vendor)

Books, implementation tools and guides, online learning

Discussion

Skilled to Thrill Series 2010:

Introduction to ITIL

( IT Infrastructure Library )

ITIL v3 Foundation Certification

& Relevance to BA/PM Practice

Andrew Kouroupis Cert. ITIL v2 & v3, BA English, MS Instructional Systems Design