Download - v3 Update v3 Update

© 2007 AmerIT Learning. All Rights Reserved.

v3 Updatev3 Update

Prepared for the NorCal ITSMF LIG

byDick Szymanski, CEO, AmerIT Learning Corporation

July 10, 2007

Prepared for the NorCal ITSMF LIG

byDick Szymanski, CEO, AmerIT Learning Corporation

July 10, 2007


To and Beyond ITIL® Version 3To and Beyond ITIL® Version 3

V3 Update ApproachWhat?Why?Who?How?

Now:New v3 CurriculumNew v3 Accreditation Scheme

V3 Update ApproachWhat?Why?Who?How?

Now:New v3 CurriculumNew v3 Accreditation Scheme


What?What?Refresh of the ITIL® Framework

Catch up with the Times Consistency

o Termso Guidance o Format

Examples, Case Studies, Templates Benefits and Marketing Relationships to other “Frameworks” Remain “non-prescriptive” (Scaleable) Certification Aids Tool Selection Guidance

Refresh of the ITIL® Framework Catch up with the Times Consistency

o Termso Guidance o Format

Examples, Case Studies, Templates Benefits and Marketing Relationships to other “Frameworks” Remain “non-prescriptive” (Scaleable) Certification Aids Tool Selection Guidance


Why?Why?

“Best” become “Good Practices”GapsAmerica’s RoleCritical MassNeedOpportunityCommercial Timing

“Best” become “Good Practices”GapsAmerica’s RoleCritical MassNeedOpportunityCommercial Timing


Who?Who?


How?How? Requirements

Global Scalable Early

Plan / Building / Test World Class Resources Collaborative Approach Rigorous Control

“Implementation” Phased Not Disruptive Global

Requirements Global Scalable Early

Plan / Building / Test World Class Resources Collaborative Approach Rigorous Control

“Implementation” Phased Not Disruptive Global


New v3 CurriculumNew v3 Curriculum

Five Books - Service Lifecycle

Differences Highlighted

Complementary to the Core

Five Books - Service Lifecycle

Differences Highlighted

Complementary to the Core


Five Books –Service Lifecycle

Five Books –Service Lifecycle

Service Strategy

Service Design

Service Transition

Service Operation

Continuous Service Improvement

Service Strategy

Service Design

Service Transition

Service Operation



Full Lifecycle ViewFull Lifecycle View

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.

Ser v

ice

Port

folio

Serv

ice

Ca

talo

gue

SKMS

The business/customersRequirements

Service Strategy

Service Design

Service Transition

Service Operation

Strategies Policies

Resource & constraints

Objectives from Requirements

Solution Designs

ArchitecturesStandards

SDPs

Transition Plans

Tested solutions

Operational services

Continual Service

Improvement Improvement actions & plans


Service StrategyService 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 Service Pipelineo Service Catalogo Retired Services

Strategy / Policy / Objectives Utility Warranty

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 Service Pipelineo Service Catalogo Retired Services

Strategy / Policy / Objectives Utility Warranty


Service DesignService Design

Designing and developing Services and service management processes Converting concepts into

services and assets Sourcing alternatives

Key Topicso Service Level and Catalog Mgt.o Supplier Mgt.o Availability Mgt.o IT Continuity Mgt.o Information Security Mgt.

Designing and developing Services and service management processes Converting concepts into

services and assets Sourcing alternatives

Key Topicso Service Level and Catalog Mgt.o Supplier Mgt.o Availability Mgt.o IT Continuity Mgt.o Information Security Mgt.


Service TransitionService Transition

Moving Design Services into the Live Environment Infrastructure AND

o Organization changeo Culture change

Key Topics Change Mgt. Service Asset and Config Mgt. Knowledge Mgt. Release and Deployment Mgt.

Moving Design Services into the Live Environment Infrastructure AND

o Organization changeo Culture change

Key Topics Change Mgt. Service Asset and Config Mgt. Knowledge Mgt. Release and Deployment Mgt.


Service OperationService 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

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




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.

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.


Differences HighlightedDifferences Highlighted

Strategy Generation

Event Management

Supplier Management

Demand Management

Service Desk

IT Service ContinuityManagement

Change Management

Availability Management

Financial Management

Service Portfolio Management

Service Level Management

Problem Management

Incident Management

Service Catalog Management

Transition Planningand Support

Capacity ManagementRelease and

Deployment Mgt.

Evaluation

Access ManagementInformation Security

ManagementService Validation

and Testing

Knowledge Management

Request FulfillmentManagement

Continual Service Improvement

IT OperationsManagement

Application Management

Technical Management

Service Design

Service Transition

Service Operation

Service Strategy

Service Reporting Service Measurement Seven Step Improvement Process

Service Asset and Configuration Mgt.


New ElementsNew Elements

Service LifecycleService PortfoliosOrganizational DesignSupplier ManagementEvent ManagementAccess ManagementCommon Service Operation Activities

Service LifecycleService PortfoliosOrganizational DesignSupplier ManagementEvent ManagementAccess ManagementCommon Service Operation Activities


Revised ElementsRevised Elements

Information Security ManagementService Asset & Configuration Mgt.Request FulfillmentMonitoring & ControlTerminology changes CMDB = CMS

DHL = DML

CAB EC = ECAB

Information Security ManagementService Asset & Configuration Mgt.Request FulfillmentMonitoring & ControlTerminology changes CMDB = CMS

DHL = DML

CAB EC = ECAB


Complementaryto the Core

Complementaryto the Core

Samples / ExamplesCross Reference to other LearningCase StudiesContributions from IndustryQuality Standards (Benchmarks)Certification AidsRapid Expansion of Series

Samples / ExamplesCross Reference to other LearningCase StudiesContributions from IndustryQuality Standards (Benchmarks)Certification AidsRapid Expansion of Series


New v3 Accreditation SchemeNew v3 Accreditation Scheme

Four LevelsBridging and ITSM DiplomaWhat to do next?

Four LevelsBridging and ITSM DiplomaWhat to do next?


Four LevelsFour Levels

FoundationsIntermediateLifecycleCapabilities

Advanced

FoundationsIntermediateLifecycleCapabilities

Advanced


Bridging and ITSM DiplomaBridging and ITSM Diploma


Proposed Time Table Proposed Time Table

V3 Foundations Exam (June 13th) Manager’s Bridging course (Q3 ‘07)Foundation’s Bridging course (Q3 ‘07) Intermediate Qualifications (Q4 ‘07)Advanced Qualification (TBD)

V3 Foundations Exam (June 13th) Manager’s Bridging course (Q3 ‘07)Foundation’s Bridging course (Q3 ‘07) Intermediate Qualifications (Q4 ‘07)Advanced Qualification (TBD)


We KnowWe Know v3 Content is

MUCH larger in content volume Far broader in scope – Life cycle Advanced concepts – “Best Practices”

v3 accreditation is fresher than a … No courses are accredited (really) No real pilot classes or examinations Of 200ish exams – 50% pass rate to date Many Future Targets

v3 courses are more expensive v2 content is

Retained IMBEDDED in v3 (some alteration) Strongly process oriented

v2 certifications are: Permanent Available now Credits useful toward Diploma

v3 Content is MUCH larger in content volume Far broader in scope – Life cycle Advanced concepts – “Best Practices”

v3 accreditation is fresher than a … No courses are accredited (really) No real pilot classes or examinations Of 200ish exams – 50% pass rate to date Many Future Targets

v3 courses are more expensive v2 content is

Retained IMBEDDED in v3 (some alteration) Strongly process oriented

v2 certifications are: Permanent Available now Credits useful toward Diploma


Should you?Should you?

A) Get everyone immersed in v3 immediately – it’s better

B) Forget v3 – we have out hands full with v2 and are stretched as it is

C) Put all our newest efforts focus on v3, and maintain “legacy” on v2

D) Continue using v2 for the value it offers, gradually adding v3 in a selective and coordinated fashion

A) Get everyone immersed in v3 immediately – it’s better

B) Forget v3 – we have out hands full with v2 and are stretched as it is

C) Put all our newest efforts focus on v3, and maintain “legacy” on v2

D) Continue using v2 for the value it offers, gradually adding v3 in a selective and coordinated fashion


To provide the industry’s best value and

top satisfaction in ITIL® education.

To provide the industry’s best value and

top satisfaction in ITIL® education.

AmerIT Learning MissionAmerIT Learning Mission

Dick Szymanski 916-608-0755 [email protected]@ameritlearning.com www.ameritlearning.comwww.ameritlearning.com

Other “v3 Current” Websites: www.bestwww.best-management-practice.com www.itilwww.itil-officialsite.com/home/home.asp

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www.ameritlearning.com

www.best

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