real-world itil chris j jones, msed.. note: experimental presentation this is an experimental...
TRANSCRIPT
REAL-WORLD ITIL
Chris J Jones, MSEd.
Note: Experimental Presentation
This is an experimental presentation format that involves audience participation, and on-the-fly, ad hoc, discovery and presentation of information and artifacts.
It could turn out pretty nicely…
Or it could be a total disaster
A Review…2013 COIT IT Summit: ITIL Introduction & Planning• Purpose of ITIL• Overview of ITIL• Processes & Lifecycles• Planning
Available at http://bit.ly/itil_coit (Over 225+ views!)
A Review…
Available at http://bit.ly/1Le22D3 (Over 90 views!)
2014 COIT IT Summit: Starting & Extending ITIL• Learning about ITIL• Planning for ITIL• Using ITIL• Extending ITIL
ITIL matters because…
better services =
greater value for your organization
People
ProcessTechnology
Overview
Processes & Lifecycles
What does ITIL look like in the (our) real world?
Demand Management
Financial Management
Service Portfolio
ManagementService Catalog Service Level
Management
Capacity / Availability
Management
Security Management
Service development
Knowledge Management
Service Asset & Configuration Management
Project Management
Service handoffs
Incident Management
Problem Management
Request Fulfillment
Account Management Service Desk(s) Change
ManagementMeasurements
& MetricsService
Ownership
