Complete ITIL Guide for Beginners

1. Complete ITIL Guide for Beginners

2. Agenda What is ITIL The ITIL Career Path Overview The ITIL Overview What value ITIL adds to the Business What value ITIL adds to your Career

3. 1. What is ITIL? • United Kingdom – 1980s • UK Cabinet Office • Promote Sound IT Service Management Practices • Created the IT Infrastructure Library (ITIL) • Knowledge & Guidance - IT Service Management • Continually Refined and Updated by ITSMF • Current Version is ITIL 2011

4. 1. What is ITIL CSI • ITSM Best (Better) Practices • More than 20 Years of Practical Working Experience • Public Domain with “de facto standard” Status Worldwide • Promotes the Sound Practice of IT Service Management by • Alignment of Business & IT Goals • Managing the Entire IT Service Lifecycle • Dealing with Complexity & Change • Addressing the Need for Best Practices for Managing Technology • Promoting Continuous IT Service Improvement Service Design Service Strategy Service Transition Service Operations

5. 1. What is ITIL

6. 3 3 3 3 3 SS SD ST SO CSI SOA 4 4 4 4 PPO RCV OSA ITIL Service Lifecycle Modules ITIL Service Capability Modules 2. The ITIL Career Path Overview ITIL Master 5 5 Managing Through the Lifecycle ITIL Expert Achieved 15 Credits 16 Credits Minimum 22 Credits Needed to Achieve Expert ITIL Practitioner 3 Credits ITIL Foundation for Service Management 2 Credits

7. 3. The ITIL Overview • Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Service Capability Modules • Service Offerings and Agreements (SOA) • Planning, Protection, and Optimization (PPO) • Release, Control, and Validation (RCV) • Operational Support and Analysis (OSA)

8. Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Financial management • Service Portfolio Management • Demand Management • Strategy Operation

9. Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Service Level Management • Availability Management • Capacity Management • Continuity Management • Information Security Management • Service Catalogue Management • Supplier Management

10. Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Change Management • Configuration Management • Release Management • Transition Planning & Support • Service Validation & Testing • Evaluation • K knowledge Management

11. Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • Service Desk • Incident Management • Problem Management • Access Management • Event Management • Request Fulfilment • Technical Management • Application Management • IT Operations Management

12. Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement • 7 Step Process Improvement

13. Service Capability • Service Offerings and Agreements (SOA) • Planning, Protection, and Optimization (PPO) • Release, Control, and Validation (RCV) • Operational Support and Analysis (OSA) • Focuses on Practical Application of Service Strategy & Service Design processes

14. Service Capability • Service Offerings and Agreements (SOA) • Planning, Protection, and Optimization (PPO) • Release, Control, and Validation (RCV) • Operational Support and Analysis (OSA) • Practical information capacity, availability, service continuity, information security and demand management • Ensures that new and updated services can be released requiring minimal updates, if any

15. Service Capability • Service Offerings and Agreements (SOA) • Planning, Protection, and Optimization (PPO) • Release, Control, and Validation (RCV) • Operational Support and Analysis (OSA) • Helps in the area planning, testing and implementation of new services • Ensures that services meets the customer / user or organization’s needs • Details and in depth information on the Service Transition processes • Change management and the management of knowledge to improve future decision making is covered

16. Service Capability • Service Offerings and Agreements (SOA) • Planning, Protection, and Optimization (PPO) • Release, Control, and Validation (RCV) • Operational Support and Analysis (OSA) • Module focuses on enabling the Operations processes • Detail coverage on support desk operations and processes • Teaches organizations how to manage the every day IT operations

17. 4. What Value ITIL Adds to The Business • Establishes a set of processes that are better practices for IT Operational Success • Uses public versus private practices, more transportable • Implements consistent processes across corporate boundaries • Helps establish “Service Provisioning” as a way of doing business • Aimed at the business side and delivering value to the business • IT becomes a service provider to the business operations • Establishes the Support Desk as the Single Point of Contact

18. 5. What Value ITIL Adds to Your Career • Continual learning process over multiple years • A career path for a profession in Service Delivery • Improved value of your services / knowledge to the business • World wide recognition of your value to the business • Indicates, with appropriate discipline, you are in control of orderly processes

19. ITIL Trainings offered by MSys Training • ITIL® Foundation • ITIL® Practitioner • ITIL® Intermediate Service Strategy (SS) • ITIL® Intermediate Service Design (SD) • ITIL® Intermediate Service Transition(ST) • ITIL® Intermediate Service Operation (SO) • ITIL® Intermediate Continual Service Improvement (CSI) • ITIL® Intermediate Planning, Protection & Optimisation (PPO) • ITIL® Intermediate Service Offerings & Agreements (SOA) • ITIL® Intermediate Release, Control & Validation (RCV) • ITIL® Intermediate Operational Support & Analysis (OSA) • Managing Across The Lifecycle (MALC®)

20. Questions ?

21. Thank You!