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  • 1. v3 Update Prepared for the NorCal ITSMF LIG by by Dick Szymanski, CEO, AmerIT Learning Corporation Dick Szymanski, CEO, AmerIT Learning Corporation July 10, 2007 July 10, 2007 2007 AmerIT Learning. All Rights Reserved.
  • 2. To and Beyond ITIL Version 3 V3 Update Approach What? Why? Who? How? Now: New v3 Curriculum New v3 Accreditation Scheme 2007 AmerIT Learning. All Rights Reserved.
  • 3. What? Refresh of the ITIL Framework Catch up with the Times Consistency o o Terms o o Guidance o o Format Examples, Case Studies, Templates Benefits and Marketing Relationships to other Frameworks Remain non-prescriptive (Scaleable) Certification Aids Tool Selection Guidance 2007 AmerIT Learning. All Rights Reserved.
  • 4. Why? Best become Good Practices Gaps Americas Role Critical Mass Need Opportunity Commercial Timing 2007 AmerIT Learning. All Rights Reserved.
  • 5. Who? 2007 AmerIT Learning. All Rights Reserved.
  • 6. How? Requirements Global Scalable Early Plan / Building / Test World Class Resources Collaborative Approach Rigorous Control Implementation Phased Not Disruptive Global 2007 AmerIT Learning. All Rights Reserved.
  • 7. New v3 Curriculum Five Books - Service Lifecycle Differences Highlighted Complementary to the Core 2007 AmerIT Learning. All Rights Reserved.
  • 8. Five Books Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continuous Service Improvement 2007 AmerIT Learning. All Rights Reserved.
  • 9. Full Lifecycle View Requirements The business/customers Service Objectives from Strategy Resource & Requirements Policies constraints Strategies Service Design SDPs Standards Solution Architectures Designs Service Catalogue Service Portfolio Service Transition Tested SKMS Transition solutions Plans Service Operational Operation services Continual Service Improvement Improvement actions & plans ITIL is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. 2007 AmerIT Learning. All Rights Reserved.
  • 10. Service Strategy Conceptualizing the set of services which help achieve the business objective IT integrated not just aligned Services as Strategic Assets Market Perspective Key Topics Portfolio Mgt. o o Service Pipeline Service Pipeline o o Service Catalog Service Catalog o o Retired Services Retired Services Strategy / Policy / Objectives Utility Warranty 2007 AmerIT Learning. All Rights Reserved.
  • 11. Service Design Designingand developing Services and service management processes Converting concepts into services and assets Sourcing alternatives Key Topics o o Service Level and Catalog Mgt. o o Supplier Mgt. o o Availability Mgt. o o IT Continuity Mgt. o o Information Security Mgt. 2007 AmerIT Learning. All Rights Reserved.
  • 12. Service Transition Moving Design Services into the Live Environment Infrastructure AND o o Organization change o o Culture change Key Topics Change Mgt. Service Asset and Config Mgt. Knowledge Mgt. Release and Deployment Mgt. 2007 AmerIT Learning. All Rights Reserved.
  • 13. Service Operation Managing services daily during their productive life Balancing Conflicts Crossing Silos Allowing the value to be delivered Key topics Service Desk Technical, Application and IT Operations Functions Event, Request, Incident and Problem Mgt. Processes 2007 AmerIT Learning. All Rights Reserved.
  • 14. Continuous Service Improvement Creating and maintaining value through Continuous Improvement Applies to all phases of Life cycle Key Topics PDCA Seven Step Improvement Process Baselines, metrics, and measurements Service Level Mgt. 2007 AmerIT Learning. All Rights Reserved.
  • 15. Differences Highlighted Service Reporting Service Measurement Seven Step Improvement Process Continual Service Improvement Knowledge Request Fulfillment Strategy Generation Supplier Management Management Management Service Catalog Demand Management Evaluation Event Management Management Service Portfolio Information Security Service Validation Access Management Management Management and Testing IT Service Continuity Transition Planning Financial Management Problem Management Management and Support Release and Capacity Management Incident Manag