How to Make It Work To Your Benefit

ITIL V3 A Quick Overview- Including 2011 Updates

Agenda

Introduction

ITIL V3 Overview

ITIL V3 – 2011 Updates

The five (5) promises of ITIL V3

Three (3) concepts executives must know about ITIL

Three – 90 day ITIL quick wins

ITSMF Research Conclusions

Jobs in ITIL

Qualification Paths

Questions and Answers

ITIL Introduction

ITIL Charter

A set of best practices for IT service provisioning

Non-proprietary, publicly available and vendor neutral

Can be tailored to individual organization needs

Providing improved quality service provision at justifiable cost

Helping businesses achieve a ROI on their IT investments

ITIL V3 Service Lifecycle Stages

Service Strategy

Service Design

Service Transition

Service Operation

Continuous Service Improvement

ITIL – V3 – High Level

Changes Updates – ITIL Version 3- 2011

Service Strategy Management and Business Relationship Management added to the Service Strategy module

Service Design Coordination added to the Service Design module

Diagrams have been made less complex

Process corrections have been made

Principles remain exactly the same

New examinations based on updates are in force

The Five Promises of ITIL V3

After you have adopted it IT runs so much better

Integration of business and IT value

Portfolio driven service assets- we understand and capitalize on our strengths

Everyone in the business and IT will be speaking the same language- communications will markedly improve

IT Service Assets linked to business services- we will now know where to invest our dollars for the best return

CSI Approach

Components of a Service Portfolio and a Service Catalog – Service Design

The Service Catalogue is the subset of the Service Portfolio which is visible to customers

Service Portfolio- Service Design

The service portfolio should contain information relating to every service and its current status within the organization.

It is the most critical management system used to support all processes and describes a provider’s services in terms of business value.

It articulates business needs and the provider’s response to those needs. By definition, business value terms correspond to market terms, providing a means for comparing service competitiveness across alternative providers.

By acting as the basis of a decision framework, a service portfolio either clarifies or helps to clarify the following strategic questions: • Why should a customer buy these services?• Why should they buy these services from you? • What are the pricing or chargeback models? • What are my strengths and weaknesses, priorities and risk? • How should my resources and capabilities be allocated?

Service Statuses

Three Concepts Executives Must Know About ITIL

It really does improve the top line of the business- availability and use of current resources is key

You know exactly what IT is doing for the business – a service catalog tells you what is ‘on offer’

Executives get value from it

Expanded Incident Lifecycle

Three Ninety Day Quick Wins

The Service Catalog

Change Management

Problem Management

Service Catalog Management

The purpose of Service Catalog Management is to provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.

The goal of the Service Catalog Management process is to ensure that a Service Catalog is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally.

The Service Catalog Management activities should include: 1. Definition of the service 2. Production and maintenance of an accurate Service Catalog 3. Interfaces, dependencies and consistency between the Service Catalogue

and Service Portfolio 4. Interfaces and dependencies between all services and supporting services

within the Service Catalog and the CMS 5. Interfaces and dependencies between all services, and supporting

components and Configuration Items (CIs) within the Service Catalog and the CMS.

The Two Aspects of the Service Catalog

Research Reports- ITIL Conclusions

• The adoption of IT infrastructure library (ITIL)-based programs and certifications are mainstream, with IT service quality, productivity, and reputation with business leaders significantly enhanced because of it.

• More work needs to be done on certain execution elements, most notably change management.

• Execution still causes too many incidents. About 70% of all incidents are the result of a change. 58% of the subjects say over 10% of their incidents are caused by change. 25% are excessive (over 40% of incidents) and a beleaguered 22% don't know.

• SaaS is viewed very favorably as a service desk software delivery option. 96% were satisfied or very satisfied with SaaS, whereas the numbers for traditional software models and homebrewed tools all hovered around 70%.

• Despite some dissatisfaction with service desk, buyers are unlikely to switch vendors. 57% said they would not switch and 21% said they would. 22% did not know.

• • The anchor-boutique "shopping mall" model for management tools seems popular. Major

vendors are well entrenched, but 37% will fill gaps in their portfolios with smaller boutique vendors.

• • 51% of ITSM efforts are driven primarily by IT or business executives

• 70% received a positive salary increase in the past year with 31% over 5% (The general US population fell and general IT salaries were flat.)

• 77% indicated a positive relationship between their Application Development and Operations teams. This indicates DevOps success is far stronger in ITSM-focused organizations than in the general enterprise.

• www.linkedin.com – jobs – itil

• www.dice.com – jobs -itil

Research Reports – ITIL – Jobs and Salaries

The Path- ITIL Qualifications and Progression

ITIL Expert – A Path To The Top

Why Should You Pick St Edwards

Fully Accredited ITIL Institution and Accredited Instructors

If PMP, contributes to your PDU’S and CEU’s

Provable 99.9 percent pass rate – better than HP, ITPreneurs, NH and IBM

Current with all updates

Very rigorous training course environment – University based- you get pre-reading and homework

University Prestige

Price