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Transcript of Module 1 V2
8/3/2019 Module 1 V2
http://slidepdf.com/reader/full/module-1-v2 1/16
Tech Mahindra Limited confidential© Tech Mahindra Limited 2008
ITIL V3 ± Module 1
Service Management as a practice
8/3/2019 Module 1 V2
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Agenda
Let¶s Sign SLA«
Course Format
ITIL, Birth « till date
What is Service?
What is service management?
Function, Role and Processes
Process Model
How to recognize Process?
8/3/2019 Module 1 V2
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Let¶s Sign SLA«
Cell Phones in silent mode. Don¶t accept calls in hall.
Avoid Laptops to get full benefit of course
Breaks to be matched with course flow
Engineers and Scientists ± Log Off « - It is not going to
change anything technically ???
Understand why are we learning this -Learn Processstandardization to technical teams
Examples ± Outside IT ± Limited but Welcome
Debates make course interesting. However time is money.
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Course Format
Trainer Lead Course
Online ± Exam Quest
3 full day Instructor led Sessions
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Exam format and details
Let¶s not worry. It is simple and easy«common sense
documented
Almost all of us cleared the exam with decent score
If we can, you too can«
It is 40 questions objective exam by EXIN
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IT Infrastructure Library (ITIL)
Best Practice for IT Service Management
- Proven µGood Practice¶ that is in wide industry use
Provides detail for other industry frameworks and
standards.
For example
- COBIT- ISO / IEC 20000
First published by OGC, UK Govt. in Late 1980s
Updated to V2 in 2000/2001
- Improved for international audience
- New types of service delivery
Updated to V3 in 2007
- Lifecycle model
- Greater focus on strategy and business outcomes
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PRESS TO RETURN
ITIL V2Foundation
Certificate 1.5
2 ITIL V3 Foundation Certificate in IT Service Management 2
SS SD ST SO CSI
3 3 3 3 3
Lifecycle Modules
OSA PPO RCV SOA
Capability Modules
4 4 4 4
Managing Across the Lifecycle
ITIL Expert*
Advanced
Level
ITIL V2
Managers
Certificate17
ITIL V3Managers
Bridge5 55
V 3 FoundationBridge 0.5
ITIL V2
Practitioners
Certificate17
ITIL V3 Qualification Scheme
8/3/2019 Module 1 V2
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1
What is a Service?
A µService¶ is a means of delivering value to customers byfacilitating outcomes customers want to achieve without the
ownership of specific cost and risk
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What is Service Management?
Service Management is a set of specialized organizational
capabilities for providing value to customers in the form of
services
And «
A set of Functions and Processes for mapping services over
their Lifecycle
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Cube Representation
Services : ERP, Network, Billing, Email
Processes
Change,
Release
Problem
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Functions, Roles and Processes (1 of 2)
Function
- A team or group of people and the tools they use to carryout one or more processes or activities
Role- A set of responsibilities, activities and authorities granted
to a person or team
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Functions, Roles and Processes (2 of 2)
Process
- A set of activities designed to accomplish a specificobjective. A process takes defined inputs and turns them
into defined outputs. A process may include roles,
responsibilities, tools and management controls required to
deliver the outputs
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A Process Model
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Characteristics of process
Customer
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How to recognize a process
It is measurable
It delivers specific result
Primary result are delivered to customers or stakeholders
It responds to specific events
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Small Exercise
Explain the Exercise and Break