itil practitioner - service management...
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ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL® PractitionerThe Latest Evolution in the
ITIL Best Practice Framework
KarenFerrisDirector,MacantaConsulting
TUESDAY17– WEDNESDAY18AUGUST2016|SOFITELBRISBANECENTRAL
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
ITIL FOUNDATION
LifecycleModules
MALC
LifecycleModules
CapabilityModules
ITIL FOUNDATION
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Morefocusonadoptandadapt
Weneedguidanceonthe‘howto”
Makeitrelevanttosolvingbusinessproblems
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL Practitioner Team (PAT)
• KevinBehr(USA)• KarenFerris(AU)• LouHunnebeck(US)• BarclayRae(UK)• StuartRance(UK)• PaulWilkinson(NL)
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
ITIL FOUNDATION
LifecycleModules
LifecycleModules
CapabilityModules
ITIL FOUNDATION
ITIL Practitioner
MALC
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ITIL Practitioner
Continual Service Improvement
OrganisationalChange
Management
Measurementand Metrics Communication
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Organisational Change Management• Aclear andsharedvision• Strong andcommittedleadership• Empowerment andteamwork• Willingnesstoparticipate• Rightskills andrelevantknowledge• Asustainableapproachtoimprovement
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Measurement and Metrics
• Supportsvalidating decisionsandassumptions• Setsacleardirectionforimprovements• Justifieswhat wedoandwhy wedoit• Providesthemeansofhealthyintervention• Utilisesbalanced,meaningfulKPIs• Links vision,objectives,goals,CSFsandKPIs
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Communication
• Communicationisa2-way process• Weareallcommunicatingallthetime• Thereisnosinglewayofcommunicating• Timing andfrequencymatter• Themessageisinthemedium
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
Continual Improvement
• Understandingthecontext• Assessingthecurrentstate• Describingthedesiredstate• Planning andexecuting• Confirmingvaluedelivery• Ensuringcontinuity
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
CERTIFICATIONhttps://www.axelos.com/certifications/itil-certifications/itil-practitioner-level
SYLLABUShttps://www.axelos.com/Corporate/media/Files/Syllabi/The-ITIL-Practitioner-Certificate-Syllabus.pdf
CREDITSYSTEMhttps://www.axelos.com/certifications/itil-certifications/itil-credit-system
Further Information
ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris
MALC
LifecycleModules
CapabilityModules
@karen_ferris
www.macanta.com.au
www.macantatraining.com
www.karenferris.com
+61 (0)425 728 498
Contact Details