© 2007-2008 | hansan global | all rights reserved welcome hansan global pte ltd for illustration
TRANSCRIPT
© 2007-2008 | Hansan Global | All Rights Reserved
WELCOME
Hansan Global Pte Ltd
For illustration
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Instructor Intro
Ms. Lavanya A, PMP – Anchor Faculty– Board of Director, PMI, Project Management Institute (Singapore Chapter)– Posses more than 10 years of hands on Project Management experience with
various MNC’s (Microsoft, Hewlett-Packard etc)– PMP certified and– ITIL V3 Foundation certified– Possesses 1500+ hrs of training exp & in full time dedicated training Profession
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(short intro on the below)
– Your name– Your nature of work (e.g., Project Manager, System Analyst…etc)– Business nature of your organization (e.g, Telecom, Aerospace. etc)– Years of experience– What is your expectation about this course.
Introduce Yourself
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Logistics
PantryFloor mapsClass schedules & timing
– 3 days– 9am to 5pm
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Objective of the course
1. To provide a clear understanding of the ITIL v3 Lifecycle
2. To get certified on ITIL V3 Foundation
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1. ITSM (IT Service Management) and ITIL (IT Infrastructure Library)
2. ITIL V3 (Service Lifecycle)1. Service Strategy2. Service Design3. Service Transition4. Service Operation5. Continual Service Improvement
Course Overview
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Course Organisation
• Lecture• Case Study• Practice Tests• Foundation Certification Exam
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Service Lifecycle
• Terms• Value creation• Benefits of ITIL• Organizational Context• Governance• Process Model
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• Next few slides demonstrates the essential components if service lifecycle. They are denoted with the following color conventions:
Legend
Service StrategyService DesignService TransitionService OperationContinual Service Improvement
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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• Terms• Service Models• Service Provider Types• Key Service Strategy Activities• Financial Management• Service Portfolio Management• Business Service Management• Service Portfolio• Demand Management
Service Strategy
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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• Service Design Path• Business Change Process• Design Management• Service Design Aspects
– Service Solutions– Portfolio– Technology Architecture– Management System– Processes
• Methods and Metrics
Service Design
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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Service Transition
• Service V model• Change Management• Scope• Roles & Responsibilities• R’s of Change• Asset and Configuration Management• Knowledge Management• Process of Service Transition
– Transition planning and Support– Release and Deployment Management– Testing and Validation– Evaluation
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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Service Operation
• Service Desk• Technical Management• Application Management• IT Operations Managements• Service Vs Components• Stability Vs Responsiveness• Reactive Vs Proactive• Event, Request Fulfillment• Incident Management• Problem Management
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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Continual Service Improvement
• CSI Activities• Required Skills• Metrics• CSI Model• Seven Step of Improvement• Role of Measurement• Continual realignment• Measure, Analyze and Review
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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Inter-relationship
Service StrategyService DesignService TransitionService OperationContinual Service Improvement
Cont Improvement
Cont
Improvem
ent
Con
t Im
prov
emen
t
ITIL
Design
Strategy
Operation
Transition
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Agenda for the next 2.5 days
• Day 1: – Service Lifecycle– Service Strategy
• Day 2:– Service Design– Service Transition
• Day 3:– Service Operation– CSI (Continual Service Improvement)
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ITIL Foundation Exam
• One hour • Closed book exam• 40 MCQ type• Passing score 65% (26 out of 40)
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ITIL Review
• Mid 1980’s– CCTA (Central Computer and Telecom Agency)– OGC (Office of Government Commerce)
• Evolution– 30+ titles in v1 (Government Information Technology Infrastructure
Management Methodology)– 7+ titles in v2– 5 titles in v3
• De-facto standards for Service Management• itSMF (IT Service Management Forum)
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ITIL Origins – Where Did It Come From ?
• United Kingdom – Late 80’s Early 90’s• Office of Government Commerce (OGC)• Promote Sound IT Service Management Practices• Created The IT Infrastructure Library (ITIL)
– Knowledge & Guidance On IT Service Management• Continually Refined and Updated• Now Supported by an International User’s Group
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Reason for ITIL
• Non-Proprietary• Non-Perspective• Guidance (De-Facto Standards)• Innovative• ITIL is Proven and Valuable (but it doesn't mean you need to make a change just for the sake of
changing)
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Reason for ITIL
Best Practices paves to
Good Practices
Good Practices pave
s to
Best Practices
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Other Standards
• COBIT• ISO/IEC 20000• ISO/IEC 15504• ISO/IEC 19770:2006• Management of Risk• MOF (Microsoft Operations Framework)• CMMI• Six Sigma• ITIL Live
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ITIL Qualification Scheme
SS SD SO ST CSI OSA PPO RCV SOA
ITIL Expert
Managing Through The Lifecycle
33333 4 444
5 5
Minimum 22 credits needed
15 credits 16 credits
2 credits
Lifecycle Stream Capability Stream
SS – Service StrategySD – Service DesignSO – Service OperationsST – Service TransitionCSI – Continual Service Improvement OSA – Operational Support & AnalysisPPO – Planning, Protection & OptimizationRCV – Release, Control & ValidationSOA – Service Offerings & Agreement
ITIL Foundation For Service Management
AdvancedLevel
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Getting Started
• Most of these might sound familiar and what you practice in your orgHowever :– Do not try to relate things with your practical life– Understand the verbatim as such, even though it might be in contradiction to
what you have in mind.– Tests helps to understand were you are currently in the subject– When you have doubt, stop the lecture half way.– Read carefully before answering the questions.