ITSM (IT Service Management) & ITIL V3 Foundation

PRUDENTIAL – SOLUTIONS FOR PROJECT SUCCESS

Free Seminars & Workshops Series

Executive Overview of ITSM

(IT Service Management)

And

ITIL Foundation Certification


Agenda

Overview of IT Service Management & ITIL (IT Infrastructure Library)

Origin of ITIL & Key Organization

Key Concepts & Areas of ITIL

ITIL Service Lifecycle

Why Implement ITIL and It’s Benefits

ITIL V3 Foundation Certification Exam Prep

About Prudential Solutions & Its Training Programs

ITIL®, is registered trademarks of the OGC, UK.

OGC, UK has not endorsed & did not participate in the development of this product.

Note: Any views OR Opinion OR Techniques presented and showcased in this

presentation is solely those of the authors & may not necessary represent those of company.


Name: K. R. Ghori

Education: M.Sc (Mathematics) & MS (CS)

Experience: 15 Years

Professional Certification: PMP, ITIL, CSBA, MCTS, MCSD.NET

Profile

Highly-motivated information technology management professional with 15

years experience in IS/IT research and development, having strategic vision of

enterprise solutions with comprehensive understanding of software

development processes and life cycle while proficient in creating and

implementing the development standards and methodologies with

international compliance standards (i.e PMBOK, BABOK, Agile/SCRUM, CMMI,

ITIL)

Linkedin Profile: http://pk.linkedin.com/in/krghori

Speaker Profile

Expertise / Interest

− Project Management

− PMP® Certification Exam Prep

− Business Analysis

− CBAP® Certification Exam Prep

− Agile PM/SCRUM & PMI-ACP

− Microsoft Project/Server 2010

− PMO Setup & Optimization

− ITIL V3 Foundation

http://pk.linkedin.com/in/krghori









What is the IT Infrastructure Library?

• ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000

• ITIL was developed by the public and private sectors and globally adopted.

• ITIL is in the public domain.

“The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service

management in the world.

ITIL is a cohesive best practice framework, drawn from the public and private sectors

internationally. It describes the organization of IT resources to deliver business value, and

documents processes, functions and roles in IT Service Management (ITSM).”

Source: UK Office of Government Commerce

Simply

A set of best practice guidelines for IT Service Management in planning,

implementing, delivery and support of quality IT services.


Origins of ITIL

• The Information Revolution!

• Historically IT / Business relationships have been poor

• ITIL best practice guidelines developed in late 1980’s by CCTA

(now OGC) to help IT :

- Meet the demands of rapid change

- Better align IT Services with business needs

- Demonstrate and improve quality and VFM

• Rapidly taken up across sector & international boundaries


The ITIL Material

• Observed Good Practice

• A framework not a methodology

• High Level guidance

• process models

• roles and responsibilities

• consistent terminology

• Recognized professional qualifications

• ISO 20000


Key Organisations

Argentina

Australia

Austria

Belgium

Brasil

Canada

Czech Republic

Denmark

Estonia

Finland

France

Germany

Greece

Gulf

Hong Kong

Hungary

India

Ireland

Israel

Italy

Japan

Korea

Latvia

Luxembourg

Mexico

Netherlands

N Zealand

Norway

Poland

Portugal

Romania

Russia

Singapore

Slovenia

S. Africa

Spain

Sweden

Switzerland

Taiwan

Thailand

U.K.

U.S.A.

Venezuela

Copyright owners

licence

Examining BodiesAccreditation of :

Training OrganisationsMaterialsTrainers

Community ForumSource of Best Practice knowledge and expertiseWorld-wide promotion of Best Practice practices

Primary Accreditation Body

®

ISO 20000

http://www.bcs.org/server.php?show=nav.5732

http://www.ogc.gov.uk/index.asp

http://www.itsmf.org/

http://www.apmgroup.co.uk/


ITIL\ITSM Overview

• What is ITSM?

– ITSM = Information Technology Service Management

– IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of an organization. This improves efficiency and effectiveness and reduces the risks of managing IT services.

Service Desk


ITSM – Service Support

• Infrastructure-

- People, Processes and Technology

• IT Service -

- Fulfills one or more of the customers needs

- Supports customers business objective

• Process –

- A structured set of activities designed to accomplish a specific

objective. A process may define policies, standards, guidelines,

activities and work flow instructions.

• Activity –

- A set of actions designed to achieve a result



Change Management

ReleaseManagement

Incident Management

Configuration Management

Problem Management

Service

Support

Service Support has an “Operational” focus. The activities include the day-to-day or

short-term planning activity of a business or service management process.

Service Desk



Service DeskChange

Management

Release

ManagementIncident

Management

Configuration

ManagementProblem

Management

Service

Support

Service Desk

•Integrated function, not a process, to all of the “operational” process.

•Serves an intended purpose

•Single point of contact between service providers, customers and users.

•Manages incidents and escalates according to agreed service levels.

•Manage requests, incidents, service requests and communications with customer and users.


ITSM - Key Concepts

• Service

– Delivers value to customer by facilitating outcomes that customers want to achieve without ownership of the specific costs and risks.

• Service Level

– Measured and reported achievement against one or more service level targets

– E.g.

Red = 1 hour response 24/7 Amber = 4 hour response 8/5 Green = Next business day

• Service Level Agreement

– Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs.


Key Concepts

• Configuration Management System (CMS)

– Tools and databases to manage IT service provider‘s

configuration data

– Contains Configuration Management Database

(CMDB)

• Records hardware, software, documentation and

anything else important to IT provision

• Release

– Collection of hardware, software, documentation,

processes or other things require to implement one

or more approved changes to IT Services


Key Concepts

• Incident

– Unplanned interruption to an IT service or an unplanned reduction in its quality

• Work-around

– Reducing or eliminating the impact of an incident without resolving it

• Problem

– Unknown underlying cause of one or more incidents


4 Ps of Service Management

• People – skills, training, communication

• Processes – actions, activities, changes, goals

• Products – tools, monitor, measure, improve

• Partners – specialist suppliers


ITIL Services Lifecycle

Lifecycle of a service, from ‗cradle‘ to ‗grave‘

Stages (includes multiple processes):

• Service strategy

• Service gets approved

• Service design

• Service is designed

• Service transition

• Service is tested

• Service operation

• Coordinate and carry out activities and processes required to deliver the service and manage them at agreed levels

• Continual Service Improvement (CSI)

• Continually align and re-align IT services to changing needs


The Service Lifecycle

• Service Strategy

– Strategy generation

– Financial management

– Service portfolio management

– Demand management

• Service Design

– Capacity, Availability, Info Security Management

– Service level & Supplier Management

• Service Transition

– Planning & Support

– Release & Deployment

– Asset & Config management

– Change management

– Knowledge Management

• Service Operation

– Problem & Incident management

– Request fulfilment

– Event & Access management

• Continual Service Improvement

– Service measurement & reporting

– 7-step improvement process


Core ITIL v3 Library


Service Strategy

• Practical Decision making

• Business Eco systems

• From value chains to value nets

• Adaptive processes for customers, services and strategies

• Linking to external practices and standards

• Managing uncertainty and complexity

• Increasing the economic life of services

• Selecting, adapting and tuning the best IT service strategies

Provides the guidance on how to

design, develop, and implement

service management as a

strategic asset.


Service Design

• Pragmatic Service Blueprint

• Policies, Architecture, Portfolios, service models

• Effective technology, process and measurement design

• Outsource, shared services, co-source models? How to decide & how to do it

• The service package of utility, warranty, capability, metrics tree

• Triggers for re-designGuides the design and

development of services and

service management

processes


Service Transition

• Managing Change, Risk and Quality Assurance

• Newly designed Change, Release & Configuration processes

• Risk and quality assurance of design

• Managing organization & cultural change during transition

• Service knowledge management system

• Integrating projects into transition

• Creating & selecting transition modelsProvides guidance for the

development and improvement of

capabilities necessary to transition

new and/or changed services into

operations


Service Operation

• Responsive, stable services

• Robust end to end operations practices

• Redesigned, incident and problem processes

• New functions and processes

• Event, technology and request management

• Influencing strategy, design, transition and improvement

• SOA, virtualization, adaptive, agile service operation models

Tailors guidance on achieving

effectiveness and efficiency in the

delivery and support of services such

that value is achieved for the customer

and captured by the service provider


Continual Service Improvement

• Measurements that mean something and improvements that work

• The business case for ROI

• Getting past just talking about it

• Overall health of ITSM

• Portfolio alignment in real-time with business needs

• Growth and maturity of SM practice

• How to measure, interpret and execute results

Sustains the creation and

maintenance of customer value

through better design, introduction,

and operation of services


Do We Need ITIL?Is our Help Desk Terminology ITIL Compliant?

• Help Desk = Service Desk

• Issues / Service Requests = Incidents

• Root Cause Analysis = Problem Mgmt.

• Asset Tracking = Configuration Mgmt.

• Change Mgmt. = Change Mgmt.

• Software Rollouts = Release Mgmt.

• Disaster Recovery = IT Service Continuity Mgmt.


Do We Need ITIL?Are our Help Desk Processes “Aligned” with ITIL?

• Incident Mgmt. – Restore normal service operation

as quickly as possible

• Problem Mgmt. – Prevent recurrence of Incidents

• Service Level Mgmt. – Adherence to SLA‘s and

OLA‘s

• Change Mgmt. – Ensures standardized methods

and procedures are used


Is ITIL Right for Us?Should you Implement in your Help Desk?

• ITIL is not an alternative framework, but:

– Builds on what has already been started and are doing well

– Not an obscure theory, but guidelines based on what has been proven to work

– At the core of what we do, not an add-on

• ITIL is a well established, easily accessible, affordable process model for IT

service management that is built around a set of best practices.

• ITIL is better known for its back-office operational process definitions than

for its application management processes.

• ITIL is based on defining best-practice processes for IT service delivery and

support, rather than defining a broad-based control framework.

• ITIL's structure enables incremental adoption, which facilitates continuous

improvement.

Source: Gartner Research


ITIL Applied

Examples


Pharmaceuticals

• 4 Locations, 3k+ staff, 90k devices, 3 data centres

• Challenges

– Service Delivery Problems

• Outages due to upgrades, changes, etc.

– Poor support for business stakeholders

• Lack of consistent processes and procedures

– Non Compliance with regulations

• SOX, ISO, FDA, etc.


Pharmaceutical- ITIL

• Application Management

– Define application development standards and processes

• Incident Management

– Define and publish procedures for support

• Change Management

– Change Advisory Board (CAB) with cross company representation

– Validation of change documentation before change occurs (Service Validation and Testing)


Pharmaceutical- Results

• Delivery - Speed to Market

– Product cycle (concept to Shelf) shortened 30%

• Reduction of Outages

– Unplanned outages virtually eliminated

– Planned outages non-intrusive to business

• Compliance – back in scope

– Validation, planning, testing and Documentation satisfied requirements


Call Centre

• 155 Locations, 7 business units, 150,000+ staff, 1million+ devices, 5 data centres

• Challenges

– Service Delivery Problems

• Outages due to upgrades, changes, etc.

– Poor support for business stakeholders

• Lack of consistent processes and procedures

– Non Compliance with regulations

• SOX, ISO, FDA, client regulations, etc.


Call Centre - ITIL

• Service Portfolio Management

– Create Service Catalogue, SLA‘s, OLA‘s, UC‘s

• Incident Management

– Define and publish procedures for support

• Change Management

– CAB with cross company representation

– Validation of change documentation before change occurs (Service Validation and Testing)


Call Centre- Results

• Service – Stakeholder Satisfaction– 1st call resolution increased 30% to 70%

– Satisfaction surveys increased 25-85%

• Reduction of Outages– Unplanned eliminated (1/day – 1/ ~2

months)

– Planned outages non-intrusive to stakeholders

• Compliance – back in scope– Validation, planning and Documentation

satisfied requirements


Real World Benefits

• Procter & Gamble

Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million.

• Caterpillar

Embarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.

• Nationwide Insurance

Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The company estimates a $4.3 million ROI over the next three years.

• Capital One

An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in ―business-critical‖ incidents by 2003.


The Case for IT Service Management

• The Business is more and more dependent on IT.

• Complexity of IT constantly increases.

• Customers are demanding more for less.

• Global competitiveness growing at a rapid rate requiring a more flexible approach to integration.

• Stronger focus on controlling the costs of IT.

• Low customer satisfaction levels.


Benefits to the Organization

• Improve Resource Utilization

• Be more competitive

• Decrease rework

• Eliminate redundant work

• Improve upon project deliverables and time

• 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

• Integrate central processes

• Document and communicate roles and responsibilities in service provision

• Learn from previous experience

• Provide demonstrable performance indicators


Why Implement ITIL

• Streamline service delivery and support processes

• Develop repeatable procedures to aid first level support groups

• Reduce number of service incidents and outages

• Implement standards to do things right the first time

• Perform proactive analysis, prevention and resolution

• Plan for and ensure future capacity

• Define clear services and service targets

• Accurately allocate and recover costs

• Audit, manage and improve IT processes

Ultimately IT Service Management is about maximizing the ability of IT to

provide services that are cost-effective and meet the expectations and

needs of the business.

Reduce Cost of Operations

Improve Service Quality

Improve Compliance

Improve User Satisfaction


ITIL V3 Foundation Certification

ITIL V3 Foundation Certification


ITIL Certification Tracks


ITIL Certification Tracks

Foundation LevelThe Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and

processes of ITIL.

Intermediate LevelThere are two streams in the Intermediate level. Both assess an individual’s ability to analyze and apply the concepts of ITIL.

Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.

Intermediate Lifecycle Stream:

This stream includes 5 individual certificates built around

the five core OGC titles, as follows:

• Service Strategy

• Service Design

• Service Transition

• Service Operation, and

• Continual Service Improvement.

Intermediate Capability Stream:

This stream includes 4 individual certificates focusing on detailed

process implementation and management within cluster groupings:

• Operational Support and Analysis (OS&A).

• Service Offerings and Agreements (SO&A).

• Release, Control and Validation (RC&V).

• Planning, Protection and Optimization (PP&O).

ITIL ExpertTo achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in

addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the

full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme.

ITIL MasterThis level of the qualification will assess an individual’s ability to apply and analyze the ITIL concepts in new areas. This higher level

qualification is currently under development


ITIL Foundation Exam Format

ITIL Foundation Exam Format

• There are 40 total multiple choice questions which make up the ITIL Foundation exam

• Individuals have 1 hour to complete the exam

• The exam is closed book and requires a passing score of 65% or greater.

ITIL subject areas outlined in the official ITIL Syllabus and reflect all 5 ITIL Core volumes (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement).ITIL Foundation syllabus topics:

• Service Management as a Practice

• The ITIL Service Lifecycle

• Generic Concepts and Definitions

• Key Principles and Models

• Selected Processes

• Selected Functions

• Selected Roles

• Technology and Architecture

• ITIL adopts a service lifecycle approach to IT management. With ITIL, the framework is comprised of five core volumes which describe the approach.

ITIL Core Volumes (Books): Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement


ITIL Certification Exam Center

• EXIN http://www.exin-exams.com

• European Examination Institute for Information Science

• ISEB http://www.bcs.org.uk/iseb/ism2.htm

• The Information Systems Examination Board

• Testing at Prometric (www.prometric.com)


Prudential ITIL Training Program

Prudential Learning Solutions offers the Corporate Training Program “Effective ITSM (IT ServiceManagement) Using ITIL V3” which enable delegates to understand the disciplines, processes,techniques and best practices for IT Service Management using ITIL (Information TechnologyInfrastructure Library) that is a well known framework for IT Service Management, and widelyaccepted and applied worldwide.

This training not only build the foundation for ITSM (IT Service Management) but also prepares theparticipants for the ITIL V3 Foundation Certification Exam. This Program is an interactive trainingworkshop, with exercises; while explaining the practical concepts that facilitates implementation ofthese good practices within their organization.

For your ITSM Capacity Building & ITIL V3 F Certification achievement, We work with you that focus on:

Overview ITIL & ITSM Career

Overview to Service Management

Service Management as a Practice

Key Concepts in Service Management

Service Management Processes

Service Management Functions

ITIL® Qualification scheme

Summary and Exam Preparation

Mock Exam Simulation & Practice

Prudential - Solutions For Project Success

2 Days Effective ITSM & ITIL Foundation Exam Prep Workshop


http://www.prudsol.com/itil-v3-foundation-exam-prep/


Q&A Session

Company Profile

Transform your Business

Requirements into Prudent

Solution for Project and

Organizational Success


About Us:

Prudential Solutions (Private) Limited is specialized training and consulting company focusing on

– Project Management.

– Business Analysis.

– IT Management.

– Project HR Development

Prudential Solutions realize that highly skilledprofessionals and their continues learning can help tobridge the gap for project success and organizationalexcellence.

Currently we offering the Prudential learning solutions for professionals and

corporate to enhance competencies, productivity to achieve organizational excellence

and ensure their project success.


Prudential IT/IS Management Solutions

Prudential Technology Management

/ITSM Solutions help organizations to

craft right-mix prudent technology

solutions that accurately gauge and

deliver the value from IT for business

growth and sustainability.

We are more focused on solutions rather

than Products to enable organizations to

achieve professional excellence,

competencies, & productivity to sustain

and maximize the business growth.

Prudential - Solutions For Project Success

Our focus is on the following Training &

Consulting Solutions:

• ITSM (IT Service Management) / ITIL

• IT Governance & IT Strategic Planning

• Technology Infrastructure & Management

Solutions

• Application, Product & System Development

Consulting

• Training, Coaching & Mentoring Programs

(Project or Skills Based)


Prudential Learning Solutions

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• Trainings for executive management are an important investment—

especially those people, who execute organizational strategies and

lead people.

• We offer Half-Day to Two-Day Executive Training Workshops for

Management Teams, addressing their specific business needs, with

focus to solve and overcome tomorrow's business challenges today.

Professional Certification Exam Prep Bootcamps

• We offer high-class Professional Certification Exam Prep Training

Programs, at faster pace and affordable price with GUARANTEE to

pass in first attempt.

Corporate Training/Coaching/Mentoring Programs

• We offer training solutions that reflect organizational specific

learning needs, processes, culture & industry. We also help

organizations to prepare and conduct custom-design training

programs that meet their environment specific requirements.

OUR FEATURED TRAININGS

Project Management:

• Agile Project Management / SCRUM

• Effective PM For Engineers & Scientist

• Microsoft Project /Project Server 2010

• Professional Certifications Exam Prep

(PMP/ PgMP/ PMI-ACP /PMI-SP /PMI-RMP)

Business Analysis:

• Effective Business Analysis

• Business Analysis For Project Manager

• BA Certification Exam Prep

IT/IS Management:

• Effective ITSM With ITIL V3 Framework

• IT/IS Strategic Planning & Management

• ITIL Certification Exam Prep

People/ Soft Skills:

People/ Soft Skills For Project Success

(For Project Managers, IT Managers, Business

Analysts & Project Team Members)

Call Us For Complementary Orientation Seminar For Your Organization & TNA.


Some of Our Clients & Participant's Organizations


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ITSM (IT Service Management) & ITIL V3 Foundation

Technology

Transcript of ITSM (IT Service Management) & ITIL V3 Foundation