How to Make It Work To Your Benefit ITIL V3 A Quick Overview-
Including 2011 Updates
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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
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ITIL Introduction
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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
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ITIL V3 Service Lifecycle Stages Service Strategy Service
Design Service Transition Service Operation Continuous Service
Improvement
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ITIL V3 High Level
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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
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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
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CSI Approach
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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
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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 providers
services in terms of business value. It articulates business needs
and the providers 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?
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Service Statuses
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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
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Expanded Incident Lifecycle
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Three Ninety Day Quick Wins The Service Catalog Change
Management Problem Management
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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.
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The Two Aspects of the Service Catalog
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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%.SaaS 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.shopping mall 51%
of ITSM efforts are driven primarily by IT or business
executives
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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.DevOps www.linkedin.com jobs
itilwww.linkedin.com www.dice.com jobs -itilwww.dice.com Research
Reports ITIL Jobs and Salaries
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The Path- ITIL Qualifications and Progression
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ITIL Expert A Path To The Top
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Why Should You Pick St Edwards Fully Accredited ITIL
Institution and Accredited Instructors If PMP, contributes to your
PDUS and CEUs 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