ITIL Practitioner - Service Management...
Transcript of ITIL Practitioner - Service Management...
![Page 1: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/1.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL® PractitionerThe Latest Evolution in the
ITIL Best Practice Framework
KarenFerrisDirector,MacantaConsulting
TUESDAY17– WEDNESDAY18AUGUST2016|SOFITELBRISBANECENTRAL
![Page 2: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/2.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
ITIL FOUNDATION
LifecycleModules
MALC
LifecycleModules
CapabilityModules
ITIL FOUNDATION
![Page 3: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/3.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Morefocusonadoptandadapt
Weneedguidanceonthe‘howto”
Makeitrelevanttosolvingbusinessproblems
![Page 4: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/4.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL Practitioner Team (PAT)
• KevinBehr(USA)• KarenFerris(AU)• LouHunnebeck(US)• BarclayRae(UK)• StuartRance(UK)• PaulWilkinson(NL)
![Page 5: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/5.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
![Page 6: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/6.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
ITIL FOUNDATION
LifecycleModules
LifecycleModules
CapabilityModules
ITIL FOUNDATION
ITIL Practitioner
MALC
![Page 7: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/7.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL Practitioner
Continual Service Improvement
OrganisationalChange
Management
Measurementand Metrics Communication
![Page 8: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/8.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Organisational Change Management• Aclear andsharedvision• Strong andcommittedleadership• Empowerment andteamwork• Willingnesstoparticipate• Rightskills andrelevantknowledge• Asustainableapproachtoimprovement
![Page 9: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/9.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Measurement and Metrics
• Supportsvalidating decisionsandassumptions• Setsacleardirectionforimprovements• Justifieswhat wedoandwhy wedoit• Providesthemeansofhealthyintervention• Utilisesbalanced,meaningfulKPIs• Links vision,objectives,goals,CSFsandKPIs
![Page 10: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/10.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Communication
• Communicationisa2-way process• Weareallcommunicatingallthetime• Thereisnosinglewayofcommunicating• Timing andfrequencymatter• Themessageisinthemedium
![Page 11: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/11.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Continual Improvement
• Understandingthecontext• Assessingthecurrentstate• Describingthedesiredstate• Planning andexecuting• Confirmingvaluedelivery• Ensuringcontinuity
![Page 12: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/12.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
![Page 13: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/13.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
![Page 14: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/14.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
![Page 15: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/15.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
![Page 16: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/16.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
![Page 17: ITIL Practitioner - Service Management 2019smconference.com.au/2016/presentations/Service-Management-2016-Karen-Ferris.pdfAUSTRALIA Service Management 2016 @karen_ferris #SMConfAU](https://reader030.fdocuments.in/reader030/viewer/2022041021/5ed0eb9fa11a3c11477b27b4/html5/thumbnails/17.jpg)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
CERTIFICATIONhttps://www.axelos.com/certifications/itil-certifications/itil-practitioner-level
SYLLABUShttps://www.axelos.com/Corporate/media/Files/Syllabi/The-ITIL-Practitioner-Certificate-Syllabus.pdf
CREDITSYSTEMhttps://www.axelos.com/certifications/itil-certifications/itil-credit-system
Further Information
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ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
MALC
LifecycleModules
CapabilityModules
@karen_ferris
www.macanta.com.au
www.macantatraining.com
www.karenferris.com
+61 (0)425 728 498
Contact Details