Post on 13-May-2015
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Ask the Experts
Welcome!
Donna Knapp @ITSM_Donna
Jayne Groll @ITSM_Jayne
#askitsm @ITSMAcademy
@ITSM_Lisa
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About ITSM Academy
Welcome!
Accredited Education Certified Process Design Engineer (CPDE)
ITIL® Foundation
ITIL Capability (OSA|PPO|RCV|SOA)
ITIL Lifecycle (SS|SD|ST|SO|CSI)
ITIL Managing Across the Lifecycle (MALC)
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And more!
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Agenda
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You ask… We answer… Let’s discuss…
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About Today’s Experts – Jayne Groll
Co-founder and President of ITSM Academy ITIL Expert, Service Manager and ISO 20K
Consultant/Manager, CPDE Over 20 years as an IT Manager/Director Instructor and curriculum developer Co-founder of South Florida LIG, ISO 20K
SIG, ATCTA ITIL Qualification Board/ATO Sub-Group
representative
Jayne Groll @ITSM_Jayne
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About Today’s Experts – Donna Knapp
Instructor/Curriculum Development Manager Certifications ITIL Expert ITIL Service Manager ISO/IEC 20000 Consultant Certified Process Design Engineer
ITIL Examination Panel Author The ITSM Process Design Guide A Guide to Service Desk Concepts Customer Service Skills for the Service Desk Professional
Donna Knapp @ITSM_Donna
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SLAs, OLA, Contracts
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C B
3 2 Business
process 1
6 5 Business
process 4
9 8 Business
process 7
Business Unit A Business Unit B Business Unit C
System H/W
System S/W DBMS Networks Environment Data Applications
Infrastructure
(iii) (ii)
Support team (i)
Teams
(iii) (ii)
Supplier (i)
Suppliers
SLAs
OLAs
Contracts
IT Services Service Provider
Supporting services
Supporting services
Service A
Customers
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
Service Relationships and Dependencies
ITIL Text – SD 3.4
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Problem Management
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Problem Models
Problem Models can be created for problems based on Recurring Incidents
Dormant problems
Underlying problems
Known errors under investigation
Problem Models Steps to be taken Sequence of actions Responsibilities Timescales and thresholds Escalation procedures Steps to preserve evidence
Many problems will be unique and require individual handling.
Errors detected in development that are knowingly released into production, together with workarounds and resolution activities, are
logged as known errors.
ITIL Text - SO 4.4.4.2
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Release and Deployment Management
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Four Phases of Release and Deployment Management
Change Management Auth Auth Auth Auth Auth Auth Auth
Release and Deployment
Planning
Release Build and
Test Deployment
Transfer
Deployment
Retirement
Review and Close
Authorize Release Planning
Authorize Build and Test
Authorize Check-in to DML
Authorize Deployment, Transfer,
Retirement
Post-implementation
Review
Release and Deployment Management requires authorization from Change Management at various stages in the
release lifecycle.
ITIL Text - ST 4.4.5
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Configuration Management System Roles
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Support for Decisions
Configuration Management Database(s)
Configuration Management System
Service Knowledge Management System
Database(s) used to store configuration records throughout their lifecycle. Configuration records store
attributes of CIs and relationships with other CIs
Tools and databases used to manage configuration data and related information (e.g., incidents, problems,
known errors, changes, releases and people)
Data is gathered within CMDB(s), feeds through the CMS into the SKMS, and supports informed decision-making and the delivery of IT services.
Tools and databases used to manage knowledge and information; includes the Service Portfolio, CMS, data,
information and knowledge sources (e.g., DML, AMIS, CMIS, SCMIS, KEDB, CSI Register, plans, procedures, forums)
ITIL Text - ST 4.7.4.3
Support for Service Delivery
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Organizational Change Management
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Service Strategy
Service Design
Service Transition
Service Operation
Organizational Change Management
Output
Output
Output
Feedback Lessons Learned
Feedback Lessons Learned
Continual Service Improvement © Crown copyright 2011. Reproduced under license from the Cabinet Office.
Communication and Preparation
Mot
ivat
ion
Educ
atio
n an
d Tr
aini
ng
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Adopt and Adapt
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A rose by any other name…
Having said that…
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Templates
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Template Sources
www.itsmacademy.com click on Process Templates – Fast Finds on
the right hand side
office.microsoft.com/en-us/templates www.projectmanagementdocs.com www.project-documents.com www.docstoc.com www.isixsigma.com/tools-templates
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Certification
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Want to Learn More?
Foundation
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)
Service Offerings and Agreement (SOA)
Managing Across the Lifecycle (MALC)
2 credits
3 credits each 4 credits each
5 credits
ITIL Expert
SS SD
ST
CSI SO
Master
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Certified Process Design Engineer
(CPDE)
Complementary Course 1.5 credits
ISO/IEC 20000 Foundation
Complementary Course 1 credit
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ISO/IEC 20000 Qualification Scheme
You are here
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Questions?
ITIL SOA
ITIL Service Strategy
Visible OPS
ITIL at the Service Desk
Apollo 13 Simulation
ITIL PPO
ITIL RCV
ITIL OSA
Customer Service Excellence
MOF Foundation
ITIL Executive Overview
Service Strategy Overview
Service Transition Overview
Building Blocks of Process Design
ITIL Managing Across the Lifecycle (MALC)
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement
ITIL Foundation
Certified Process Design Engineer (CPDE)
Solid colored boxes represent accredited certification courses. Grey boxes represent non-certification courses including workshops and simulations.
ISO/IEC 20000 Overview
ITIL Overview
Defining Your Service Catalog
ITSM Roles and Responsibilities
ISO/IEC 20000 Foundation Bridge
Service Operation Overview
ISO/IEC 20000 Foundation
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ITSM Academy Affiliates
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ITIL 2011
ITIL® is a Registered Trade Mark of the Cabinet Office.
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Service Delivery Processes Capacity
Management Service Continuity
and Availability Management
Service Level Management
Service Reporting
Information Security Management Budgeting and
Accounting for Services
Resolution Processes Incident Management Problem Management
Relationship Processes Business Relationship
Management Supplier Management
Control Processes Change Management
Configuration Management Release and Deployment Management
ISO/IEC 20000