ITIL Foundation in IT Service Management

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ITIL Foundation in IT Service Management

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What is ITIL? ITIL (Information Technology Infrastructure Library) is a body of knowledge and set of best practices

for successful IT service management. It provides guidance for:

Converting innovative ideas and concepts into services for customers

Solving problems with effective and enduring solutions

Controlling costs and risks that could otherwise destroy the value created by the service

Learning from successes and failures to manage new challenges and opportunities

ITIL is the result of the UK government’s Cabinet Office documenting a set of processes and procedures for the delivery and support of high quality IT services, designed and managed to meet the needs of an organization.

ITIL can be adopted by an organization and adapted to meet its specific needs.

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Why ITIL?

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ITIL Service Life cycle

Continual

service

improvementServicetransition

Servicestrategy

Servicedesign

Service

operation

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ITIL StructureITIL has three levels:

ITIL Foundation

ITIL Intermediate

It has two levels: Life cycle and Capabilities

Lifecycle modules:

Service Strategy (SS)

Service Design (SD)

Service Transition (ST)

Service Operation (SO)

Continual Service Improvement (CSI)

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ITIL Structure Contd.. Capabilities modules:

Operational Support and Analysis (OSA)

Planning Protection and Optimization (PPO)

Release, Control And Validation (RCV)

Service Offerings and Agreements (SOA)

To Hold the ITIL Expert Certificate candidates must have fulfilled the following requirements:

ITIL Foundation Certificate

ITIL Intermediate– 5 modules of lifecycle stream or 4 modules of capability stream.

Managing Across Lifecycle/ ITIL Expert.

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ITIL Qualification

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ITIL IntermediateLifecycle Modules

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Service Strategy Align the IT department with the core business.

It provides the specific knowledge and techniques to understand the risks and success factors andhave the skills to develop and progress strategy within an organization or programme.

It informs us :

What services should be offered

Who the services should be offered to

Existing and potential competition in these market places

How service performance will be measured.

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Overview of Service Strategy

Business Relationship Management

Strategy Management for IT Services

Service portfolio

Management

Demandmanagement

Financial Management for IT Services

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Service Design This comprehensive official ITIL lifecycle certification course will provide you with critical

knowledge and practical guidance regarding the management principles and core concepts required to design new or modify existing IT services.

The ITIL Service Design publication focuses on the holistic design requirements related to people, process, technology and governance needed to convert strategic objectives into value focused IT service portfolios.

The scope of Service Design is not limited to new services.

It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, and conformance to standards and regulations.

It guides organizations on how to develop design capabilities for service management.

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Service Design - Process and Tools

Market

Community

Society

Politics

Economy

Treads

CLIENT

Staff

Suppliers

Partners

Market

Competition

Technology

ORGANISATIONService Design

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Service Transition Transitioning from a development phase into an operational phase.

This module focuses on the process and practice elements and management techniques required tobuild, test and implement products and services.

It detects early failures and ensures faulty Services do not creep into “Operations”.

It will plan and implement the deployment of all releases to create a new service or improve anexisting service.

It provides efficient, repeatable build and installation mechanism.

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Overview of Service Transition

Project mgmt.( Trans. Planning

& support)

Change Management

Change Evaluation

Release & Deployment

ManagementApplication

Development

Service Validation &

Testing

Service Asset & configuration management

Knowledge Management

All information originating fromService Management process isinput for the knowledge Managementprocess. Display at inputs within the overview Diagram is therefore not practicable

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Service Operation It ensure that services are delivered within the agreed upon service levels.

It focuses on the coordination and execution of activities that enable the ongoing management andoperation of the products or services developed during the service strategy, design and transitionphases.

Service Operation focuses on providing value to both the customer and the service provider.

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Service Operation Processes and Functions

SERVICE DESK TECHNICAL SUPPORT GROUPS

EVENT MANAGEMENT

INCIDENT MANAGEMENT

PROBLEM MANAGMENET

REQUEST FULFILMENT

ACCESS MANAGMENT

IT OPERATIONS & APPLICATIONS MANAGEMENT

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Continual Service Improvement Identifying and implementing improvements to provide better service.

Aims at continually align IT Services to changing business needs by identifying and implementing improvements

Continually looking for ways to improve process efficiency and effectiveness as well as cost effectiveness.

• You can not manage what you can not control

• You can not control what you can not measure

• You can not measure what you can not define

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ITIL Intermediate Capabilities Modules

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Operational Support and Analysis (OSA) The module focuses on the practical application of OSA practices in order to enable event, incident,

request, problem, access, technical, IT operations and application management.

It teach how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.

It covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.

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Planning Protection and Optimization (PPO) The PPO course is designed to develop ‘organizations’ and individuals’ understanding of the ITIL

Service Design processes.

It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.

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Release, Control And Validation (RCV) The module focuses on the practical application of RCV practices in order to enable the successful

planning, testing and implementation of new services that meet the organization’s or users’ needs.

The RCV course is designed to develop ‘organizations’ or individuals’ understanding of the ITIL Service Transition processes.

It can ensure transitional changes are effectively managed, new services are validated and tested and that release and deployment fulfil organizational requirements.

RCV also provides guidance on evaluating change and managing knowledge to improve decision-making processes.

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Service Offerings and Agreements (SOA) It focuses on the practical application of SOA practices in order to enable portfolio, service level,

service catalogue, demand, supplier and financial management.

The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects.

It provides guidance on how service offerings can be developed to support both business and user needs.

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Who can attend the training ?

IT Management

IT Support staff

IT Consultants

Business/Project Managers

Business Process Owners

IT Developers

Service Providers

System Integrators

Team Leaders

Anyone working or wish to work in IT Department

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Benefits of ITIL® Improve resource utilization

Be more competitive

Decrease rework

Eliminate redundant work

Improve availability, reliability and security of mission critical IT Services

Justify the cost of service quality

Provide services that meet business, customer and user demands

Document and communicate roles and responsibilities in service provision

Provide demonstrable performance indicators

Certified people demonstrate knowledge of ITIL®

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Training Program by Moulik Moulik training programs are of very high quality and for this very reason we provide 100% passing

guarantee or we pay your exam fee until you pass the exams.

We provide Class room training, Online training and E learning.

Feel Free to call for query, discount or concern @ 9032097991/ 9908455513

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A presentation by Moulik IT Services LLP

www.Moulik.in

ITIL Foundation in IT Service Management

Education

Transcript of ITIL Foundation in IT Service Management