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IT Service Management
An Introduction
[ INSERT NAME PRESENTER ]
[ DATE ]
[INSERT COMPANY NAME HERE]
The Art of Service Pty Ltd 2004.
‘All of the information in this document is subject to copyright. No part of this document may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’
IT – Business alignment
1. Aligning IT strategy with business strategy
2. Meeting business and user needs
3. Coping with change
4. Dealing with senior management
5. Managing costs, budgets and resources
6. Keeping up with technology
7. Recruiting and retaining staff
8. Time and resource management
9. Infrastructure management
10. Maintaining skills and knowledge
Top ten concerns of IT DirectorsTop ten concerns of IT Directors
Parties Involved
itSMF
OGC
ISEB
EXIN
Tool Vendors
ITIL Service Management
Trade Mark
owners
Co-Authors
TSO
Accredited Vendors
Training & Certification
ITIL
Essentials /
Foundation
ITIL
Essentials /
Foundation
ITIL Service
Manager
ITIL Service
Manager
ITIL
Practitioner
ITIL
Practitioner
12 day course
Multi modules
2 months
Assessments
Two 3 hour exams
Service Management certification
2 day courses
Specialize in 1 process
Certification
3 day course
Overview of ITIL
1 hour MC exam
Foundation certification
ITIL
Awareness
ITIL
Awareness
1 day course
Overview of ITIL
ITIL Model
Service Support
Service Delivery
Security Management
Security Management
The Business
Perspective
ICT Infra-structure
Mgt.
Planning to Implement Service Management
Applications Management
Th
e B
usin
ess
Th
e B
usin
ess
Th
e T
ech
nolo
gy
Th
e T
ech
nolo
gy
Software Asset Management
ITIL Service Management
Service Level Management
FinancialManagement
for IT services
Capacity Management
IT Service
ContinuityManagement
IncidentManagement Problem Management
Change Management
Configuration Management
Release Management
ITInfrastructure
ITInfrastructure
security
Service Desk
Availability Management
Participants in the ITIL Framework
“IT” “The Business”
UsersService Desk
CustomersService Level Management
Operational
Tactical
Sr. IT Mgt
Sr. MgtStrategic
Service Service DeliveryDeliveryService Service DeliveryDelivery
Service Service SupportSupportService Service SupportSupport
The Service Support Set= Interconnection between the processes =
C
M
D
B
Incident Management
ProblemManagement
Change Management
Configuration Management
ReleaseManagement
Incident Management
ProblemManagement
Change Management
Configuration Management
ReleaseManagement
RFC
ChangeSOLUTION
Customer, Supplier, etc.
D
S
L
D
H
S
II II
WorkAround
Known Error
Problem
Service Requirements
Business Needs
The Service Delivery Set= Interconnection between the processes =
Bu
dg
eting
, Acco
un
ting
, Ch
argin
g
Service Level Management
CapacityManagement
AvailabilityManagement
Financial Management
ContinuityManagement
Service Level Management
CapacityManagement
AvailabilityManagement
Financial Management
ContinuityManagement
Measurement
Planning
REPORTS
REC
OV ERY
CustomerRequirements
Reviews
Service Level Agreements
(SLA’s)Resource
Management
MONITOR
Invoke
More information:
Email: [email protected] Affiliate Programs available
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