What is ITIL - An Introduction

What is ITIL®?

An Introduction

Erika Flora, CSM, PMP, PgMP, ITIL Expert

[email protected]

Consulting | Assessment | Training

(866) 856-3117

www.beyond20.com

Copyright 2013 Beyond20, LLC, All Rights Reserved

mailto:[email protected]

http://www.beyond20.com

Agenda

• Introduction

• ITIL and ITSM

• Value of ITSM

• IT Service Lifecycle

• ITIL Certification path

• Q&A


Introduction

• Erika Flora, PMP, PgMP, ITIL Expert

▫ Principal, Beyond20

▫ itSMF and PMI board member and speaker

▫ Led multiple ITSM projects

• Beyond20

▫ ITIL training, assessment, consulting, and implementation

▫ PMI Global Registered Education Provider

▫ APMG Accredited Training Organization (ATO)


What is ITIL?

• Stands for “IT Infrastructure Library”

• Comprehensive collection of IT best practices

• Started in the late 1980s out of the UK

• Drawn from private and public sectors worldwide

• Describes good practice in IT Service Management (ITSM)


ITIL in the marketplace

• ITIL v3 Foundations ranked 3rd highest paying IT certification in 2008 and 2009 (TechTarget)

• 45% of Fortune 500 companies are currently at some phase of ITIL implementation (Gartner)

• 85% of CIOs surveyed said that ITIL is on their roadmap for the next 24 months (Gartner)


ITIL provides value

• Gartner research found 80% of mission critical application service downtime is directly caused by people or process failures

• ITIL helps companies increase IT efficiency, improve quality, and save costs

• AMR Research reports that IT organizations that have implemented ITIL good practices have saved up to 10% in IT costs without sacrificing the quality of service delivery


• “People want a quarter inch hole, not a quarter inch drill”

Professor Theodore Levitt, Harvard Business School


IT Service Management

• ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services

• Shifting the conversation:

▫ Technology → Services

▫ Cost → Value

▫ Necessary evil → Trusted partner


Services - IT as a Service

• Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks


Value of ITSM

• Business and IT Alignment

• Improved Service Availability

• Improved IT Agility and Responsiveness

• Increased Customer Satisfaction

• Regulatory / Statutory Compliance


ITSM Lifecycle


© Crown copyright 2011. Reproduced under license from the Cabinet Office.

Service Strategy

• Provides guidance for:

▫ Defining IT services that will bring value to the business

▫ Managing the overall IT Portfolio

▫ Aligning IT capabilities with business strategies

• Benefits:

▫ Proactively anticipate customer needs

▫ Provide a stronger strategic contribution

▫ Better support and improve the overall business


Service Design


▫ Designing and developing services and processes to maintain and increase IT value to customers

▫ Defining Service Level Agreements

• Benefits:

▫ Design services aligned with business needs

▫ Reduce rework


Service Transition


▫ Transitioning new and changed services into operations

▫ Managing change, service assets and configuration, and release and deployment

▫ Controlling risks of failure and/or disruption

• Benefits:

▫ Ability to make a high volume of changes, while minimizing risks to the live environment

▫ Maintain better control of IT assets


Service Operation


▫ Delivering day-to-day support of services to ensure ongoing value for customers

▫ Managing availability, controlling demand, optimizing capacity, etc.

• Benefits:

▫ Maintain a stable and responsive environment

▫ Shift from being reactive to proactive

▫ Increase customer perception and satisfaction


Continual Service

Improvement


▫ Making improvements in service quality, operational efficiency, and business continuity

• Benefits:

▫ Leverage organizational wisdom and knowledge sharing

▫ Affect organizational and individual behavior


Certification Path


Foundations (2 credits)

Lifecycle (3 credits) Capability (4 credits)

SS SD ST SO OSACSI RCVPPOSOA

Managing Across the Lifecycle (5 credits)

ITIL Expert

© Crown copyright 2011. Reproduced under license from the Cabinet Office.

Upcoming ITIL v3 Foundation classes• Washington, DC

▫ August 26-28

• New York, NY

▫ September 30 – October 2

• Phoenix, AZ

▫ November 2-4

• 24 PDUs

• 100% pass guarantee

• www.beyond20.com


We offer

ITIL

Onsite and e-

learning

courses too!

http://www.beyond20.com/foundationsv3.php

Questions?

Erika Flora: [email protected]

(866) 856-3117 office

Blog articles: beyond20.com/blog

Twitter: @erikaflora @beyond20

LinkedIn: www.linkedin.com/in/eflora

YouTube: youtube.com/user/Beyond20LLC


mailto:[email protected]

http://www.linkedin.com/in/eflora

http://www.youtube.com/user/Beyond20LLC

What is ITIL - An Introduction

Business

Transcript of What is ITIL - An Introduction