Itil update 2011
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Transcript of Itil update 2011
Service Strategy
• Book with most changes • NEW:Strategy Management • Updated: Financial Mgmt (V2 style) • BRM now a process not only a role • Key concepts clarified w/o changing the message • Diagrams and figures have a description now
Service Design
• NEW: Design coordination process • Clarifies the flow and management of service design
• Errors corrected • Interfaces expanded • Goal have not changed • Updated: 5 aspects of service design and service portfolio
Service Transition
• Same look and feel than all books • Evaluation process has been renamed
‘change evaluation • additional content relating to asset
management • Structure, content and relationships of the
configuration management system (CMS) and service knowledge management system (SKMS) have been clarified
Service Operations
• Same look and feel changes as all books • More coherences • Some expansion in interfaces • Drivers, goals: no change
Continual Service Improvement
• Book restructured • Easier to follow
• NEW: CSI Registry • All improvement ideas end up here • Simple yet powerful concept
• 7 steps are now 7 steps • Diagram includes Deming
ITIL®:2011 – Figures simplified
Continual Service Improvement 7 steps are 7 not 8 + Deming
Iden%ficar
1 -‐ Defina qué debe medir
2 -‐ Defina qué puede medir
3 -‐ Registrar datos
4 – Procesamiento
del Dato
5 -‐ Análisis del Dato
6 -‐ Presentar y uAlizar la
información
7 -‐ Implementar acciones correcAvas
ITIL Update – EXAMS / Syllabus
• There will be changes starting 2012 • MALC
– Syllabus not ready until end August – Exam and courses will be restructured
• No more V2 exams or bridges – Still there is route to ITIL Expert for
Service Managers • Foundation • SS or CSI • MALC
– Packaged courses and trainings will proliferate
• Low pass rate of Manager’s Bridge contributes