© 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
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
Why?Why?
“Best” become “Good Practices”GapsAmerica’s RoleCritical MassNeedOpportunityCommercial Timing
“Best” become “Good Practices”GapsAmerica’s RoleCritical MassNeedOpportunityCommercial Timing
© 2007 AmerIT Learning. All Rights Reserved.
Who?Who?
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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
Continuous Service Improvement
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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.
© 2007 AmerIT Learning. All Rights Reserved.
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.
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
Continuous Service Improvement
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.
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.
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.
© 2007 AmerIT Learning. All Rights Reserved.
New ElementsNew Elements
Service LifecycleService PortfoliosOrganizational DesignSupplier ManagementEvent ManagementAccess ManagementCommon Service Operation Activities
Service LifecycleService PortfoliosOrganizational DesignSupplier ManagementEvent ManagementAccess ManagementCommon Service Operation Activities
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
New v3 Accreditation SchemeNew v3 Accreditation Scheme
Four LevelsBridging and ITSM DiplomaWhat to do next?
Four LevelsBridging and ITSM DiplomaWhat to do next?
© 2007 AmerIT Learning. All Rights Reserved.
Four LevelsFour Levels
FoundationsIntermediateLifecycleCapabilities
Advanced
FoundationsIntermediateLifecycleCapabilities
Advanced
© 2007 AmerIT Learning. All Rights Reserved.
Bridging and ITSM DiplomaBridging and ITSM Diploma
© 2007 AmerIT Learning. All Rights Reserved.
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)
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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
© 2007 AmerIT Learning. All Rights Reserved.
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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