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ITIL Fundamentals June 12, 2008 PMI-SVC Presentation. Robert Trott Project Management Technology Consulting. ITSMI. This information comes from the IT Service Management Institute The Service Management ITIL Foundation Certification Class Version 6.0.5

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itil fundamentals june 12 2008 pmi svc presentation

ITIL FundamentalsJune 12, 2008PMI-SVC Presentation

Robert Trott

Project Management

Technology Consulting

itsmi
ITSMI

This information comes from the IT Service Management Institute

The Service Management ITIL Foundation Certification Class Version 6.0.5

The Managing the Business of IT Series

An IT Service Management ‘Body of Knowledge’ (ITSMBOK ) Trade Mark

itil information technology infrastructure library
ITIL – Information Technology Infrastructure Library
  • Developed in 1980 ITIL documented best practices for the support and delivery of IT Operations and Services Management
  • Influenced by IBM’s Information Systems Management Architecture (ISMA) it was developed to be a frame work and standard for service management.
  • Backed by the international user group, the IT Service Management Forum (itSMF) and is the basis for ISO2000 specifications.
what is the it infrastructure library
What is the IT Infrastructure Library
  • A library collection of IT operations management knowledge and experience consolidated into ten main domains
  • Applications or ideas to manage the day to day practice and planning of service management operations
  • ITIL is a starting point that represents a common language for IT business theoretically sound practices
  • It is supported by the IT Service Management Forum (itSMF) and is the basis for a multilevel IT professional certification program.
itil certification curriculum
ITIL Certification Curriculum
  • ITIL Foundation Certificate
    • Understanding of the basic principles, terms, concepts and mission of each core functional domain
  • ITIL Practitioner Certification
    • Understands and demonstrates knowledge and ability to practice the implementation, management, and tailoring the 10 functional domains
  • ITIL Service Manager Management Certification
    • Understands the management philosophy, theory, overall benefits for the organization, implementation approach, key measurements and key ingredients for the success of the introduction of a service management strategy based on ITIL.
itil exam certification domains version 2 0 architecture
ITIL Exam Certification DomainsVersion 2.0 Architecture
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management
  • Service Level Management
  • Financial Management IT Services
  • Capacity Management
  • Availability Management
  • It Service Continuity Management
  • Service Desk Version 3.0 Architecture
itil constraints in and of itself it is not the following
ITIL ConstraintsIn and of itself it is Not the following
  • Implementable (adopt and adapt),
  • a common language,
  • an organization regulatory standard,
  • imposable, prescriptive, end goal.
  • A “how” to…
itil assumptions it is a driver for it service management best practices
ITIL AssumptionsIt is a Driver for IT Service Management best practices

A necessary cost of doing business and one of the top five business expenses. It represents a Holistic Service Management approach

As an Assumption

  • Business demands IT is providing (improved) Value where results achieved are factored by the cost of achievement
  • Business requires IT have (a degree) of transparency where Expectations represent capability that is factored by required results
itil version 2 0 architecture versions 3 0 is in the final stages
Planning to Implement

Information and Communications Technology (ICT) Infrastructure Management

The Business Perspective

Service Management

The Service Delivery Set

The Service Support Set

Application Management

Software Asset Management

Security Management

ITIL Version 2.0 ArchitectureVersions 3.0 is in the final stages
the service delivery set
The Service Delivery Set

ITIL Version 2.0 Architecture

The

Business

The

Technology

Planning to implement service management

Service Management

Service Support

Service Delivery

The

Business

Perspective

ICT

Infrastructure

Management

Software Asset

Management

Security

Management

Application Management

the holistic service management approach
The Holistic Service Management Approach

Encompasses the business (enterprise) IT approach

Business

Environment

Business

Plan

Requirements

Vision

Strategy

Mission

Objectives

Governance

Framework

Operations

Framework

Service

Fulfillment

service management practices part 1 the business side
Service Management Practices Part 1 The Business Side
  • Business Service Management
    • Governance & Regulations Management
    • Portfolio Management
    • Business Relations Management
    • Business Continuity Management
    • Risk Management
    • Requirement Management
  • Service Fulfillment Management
    • Service Marketing Management
    • Service Planning
    • Service Provision Management
    • Provider Relations Management
    • Service Request Management
    • Service Opportunity Management
  • Service Quality Management
    • Service Quality Planning
    • Service Excellence
    • Service Lifecycle Management
    • Capacity Management
    • Performance Management
    • Audit and Assessment Management
service management practices part 2 the it side
Service Management Practices Part 2 The IT Side
  • Service Delivery Management
    • Service Level Management
    • Service Asset Management
    • Security Management
    • Capacity Management
    • Service Continuity
    • Availability Management
  • Service Operations Management
    • Service Support Management
    • Operations Level Management
    • Supplier Management
    • Service Incident Management
    • Problem Management
    • Service Impact Management
  • Service Infrastructure Management
    • Facilities Management
    • Applications Management
    • Systems Management
    • Configuration Management
    • Service Change Management
    • Service Release Management
service management practices part 3 value management
Service Management Practices Part 3 Value Management
  • Financial Management of IT Service
  • Value Mapping
service management holistic practices
Service Management Holistic Practices

Managing the Business of IT Reference Model

Business

Value Management

IT

Business Services

Management

Service Delivery

Management

Financial

Management

of IT Services

Service Fulfillment

Management

Service Operations

Management

Value

Mapping

Service Quality

Management

Service

Infrastructure

Management

itil service delivery set
ITIL Service Delivery Set

ITIL Version 2.0 Architecture

Service Management

Service Delivery

Service Level

Management

Financial Mgt

for IT Mgt

Capacity

Management

Availability

Management

IT Services

Continuity Mgt

service level management domain
Service Level Management Domain
  • Goals
    • Meet expectations, Right quality, Within cost, Understood by customer, Measurable by provider, Promise what you can measure, Inspect what you expect
  • Scope
    • Service provider organization, Align business & IT expectations, Arbitrate service issues, Control customer satisfaction, Translate customer results, Value of IT service
  • Concepts
    • Service, Service Quality Plan, Service Improvement Plan, Service Catalog, Service request provision, Service level requirements, Service level agreement levels, Operational level agreement, Underpinning contracts
  • Major Activities
    • Plan, Catalog, Request management, Define requirements, Negotiate, agree, contract, Monitor, Review, Report, Improve
  • Relationships
    • Financial Management, Service Desk Incident Mgt, Continuity Mgt, Capacity Mgt, Problem Mgt, Availability Mgt, Change Mgt, Configuration Mgt
slm scope of operation
SLM Scope of Operation

Provider Facing

Customer Facing

Service Quality Plan

Service Catalog

Service Request

Service Level Requirements

Internal Specs

External Specs

Operations Level Agreement

Underpinning Contracts

Service Level Agreement

Multi-level SLAs

Corporate

Service &

Customer

Service Targets

Service Improvement Program

Service Level Reports

Service Incidents

service quality management
Service Quality Management
  • Service Quality Plan
    • The core plan detaining overall strategy, objectives, targets of IT service
    • Contains major policy on catalog agreements, prioritization schemes, and operations
    • Should be linked to IT Business Plans and quality improvement initiatives
  • Service Improvement Program
    • Initiated as a result of unsatisfactory service levels
    • Developed in conjunction with Problem and Availability Management
    • Identifies actions to restore service levels
service catalog
Service Catalog
  • An IT org without a Catalog is like a restaurant without a menu
  • Is a Service Portfolio, the basis for requesting and negotiating service level
  • Includes pricing models and charging methods
  • Requires integrated service request mgt processes
catalog elements
Catalog Elements
  • Offers lines of business and lines of service
    • Performance, communications, improvement, availability, accounting, support, infrastructure, business continuity, suppliers
  • Offers a Balanced Scorecard
    • Operational Level Agreements, std requests, response, changes, costs
service request management
Service Request Management
  • The single most influential Process represents 85% of the IT work Load
  • Typically managed by Service Desk where responses can span multiple IT functions and external resources
  • Quality and speed govern terms dscribed in service and the operations level agreement
service level requirements
Service Level Requirements
  • Mandatory reference to Service Catalog, encapsulated in a service request
  • Defines scope, customer requirements and prepares funding
  • Maps customer activities
  • Managed to a governance mandated lifecycle to serve a service level objective
service level agreement
Service Level Agreement
  • In conjunction with the Service Catalog the primary tool for expectation management
  • May be developed at multiple levels: corporate, service (regardless of customers), Customer (most detailed closet to personal service)
operational level agreement ola
Operational Level Agreement (OLA)
  • Required to enable effective, efficient SLAs
  • Derived from the internal specs
  • Using the same monitoring policy as for the underpinning contracts
  • Standard OLAs encouraged for infrastructure mgt groups: network, database, applications, and overal service request mgt
underpinning contracts uc
Underpinning Contracts (UC)
  • Used to Manage external suppliers
  • Support service levels defined in the OLAs
  • Require approval of contracts administrator and usually the customer
  • Should represent ‘Cascade’ of service level targets seen in SLA and OLA
the end
The End
  • There’s more than meets the eye in ITIL
  • The question is how far do you want to take your enterprise?
  • What you want ITIL to help you with?
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