why move to itil?
TRANSCRIPT
Why Move to ITIL?
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
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About NetCom Learning
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Agenda1. What is ITIL2. What is it composed of a. Service Strategy b. Service Design c. Service Transition d. Service Operations e. Service Improvement3. Why do I care? a. Value to me b. Value to the business
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
What is ITIL• United Kingdom – 1980s• UK Cabinet Office• Promote Sound IT Service Management Practices• Created the IT Infrastructure Library (ITIL)
• Knowledge & Guidance - IT Service Management• Continually Refined and Updated by ITSMF• Current Version is ITIL 2011
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
A Real World of Experience• ITSM Best (Better) Practices
• More than 20 Years of Practical Working Experience• Public Domain with “de facto standard” Status Worldwide
• Promotes the Sound Practice of IT Service Management by• Managing the Entire IT Service Lifecycle• Alignment of Business & IT Goals• Dealing with Complexity & Change• Addressing the Need for Best Practices for Managing Technology• Promoting Continuous IT Service Improvement
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
What is it Composed of
• Service Strategy • Service Design• Service Transition• Service Operation• Continual Service Improvement
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
The Service Lifecycle – Value to the Business
ContinualServiceImprovementBy itself
CSI + SO+ ST + SD
CSI + SO + ST
CSI + SO
CSI + SO + ST +SD + SS
Val
ue to
the
busi
ness
Service lifecycle
Service Operations – SO
Service Strategies – SS
Service Design – SD
Service Transition – ST
ContinualServiceImprovementBy itself
CSI + SO+ ST + SD
CSI + SO + ST
CSI + SO
CSI + SO + ST +SD + SS
Val
ue to
the
busi
ness
Service lifecycle
Service Operations – SO
Service Strategies – SS
Service Design – SD
Service Transition – ST
Service PortfolioService Portfolio
Service Catalogue
Service Pipeline
Continual Service Improvement
Marketspaces
Service concepts
Customers
Service designs
Service transition Service
operation
Third-party catalogue
Retired services
Resources engaged
Return on assets earned from
Service operation
Resources released
Common pool of resources
Service Portfolio
Service Catalogue
Service Pipeline
Continual Service Improvement
Marketspaces
Service concepts
Customers
Service designs
Service transition Service
operation
Third-party catalogue
Retired services
Resources engaged
Return on assets earned from
Service operation
Resources released
Common pool of resources
The Service Portfolio
represents the commitments & investments made by a service provider across all customers and market spaces and may include third-party services.
Building your Strategy
• How wide, how deep, how much• Process, Tooling, and Knowledge• ITSM and Organizational Change• Integration with other Frameworks, Models, and Quality Systems
• Project Management• Software Development Lifecycle Methodologies• Governance• Maturity• ISO Standards
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Critical Success Factors
• Strong Executive Leadership• Maturity Assessment of Existing Environment• Well-defined Adoption and CSI plan• Clearly defined roles and responsibilities• Clear purpose, goals, and objectives• Key performance indicators and metrics
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Service Design
Service Portfolio
Services
ServiceCatalog
Capacity
Continuity
Availability
Security
Supplier
SCMSLM
Architectures
MeasurementMethods
Service Strategy
Service Transition
Service Operations
Service Improvement
Service Design
Internal Support
Suppliers
IT OrganizationSLA Services
BusinessProcess
The Business
Service Portfolio
Services
ServiceCatalog
Capacity
Continuity
Availability
Security
Supplier
SCMSLM
Architectures
MeasurementMethods
Service Strategy
Service Transition
Service Operations
Service Improvement
Service Design
Internal Support
Suppliers
IT Organization
Service Portfolio
Services
ServiceCatalog
Service Portfolio
Services
ServiceCatalog
Services
ServiceCatalog
Capacity
Continuity
Availability
Security
Supplier
SCMSLM
Capacity
Continuity
Availability
Security
Supplier
SCMSLM
Architectures
MeasurementMethods
Architectures
MeasurementMethods
Service Strategy
Service Transition
Service Operations
Service Improvement
Service Design
Internal Support
Suppliers
IT OrganizationSLA Services
BusinessProcess
The Business
SLA Services
BusinessProcess
SLA ServicesServices
BusinessProcess
BusinessProcess
The Business
Service Transition
E3E2E1
BLBLBLBLBL BL BL
E
BL
RFC
RFC1
Continual Service Improvement
Change Management
Service Asset and Configuration Management
Service Transition Planning and Support
Oversee management of organization and stakeholder change
Evaluation of a Change or Service
Service Strategy
Service Design
Plan and prepare release
Build and test
Service testing and
pilots
Plan and prepare for deployment
Transfer, deploy, retire
Review and close service
transitionService
Operations
Early Life SupportRelease and Deployment Management
Service Validation and Testing
Knowledge Management
Focus of activity related to service transition
Other ITIL core publication
ST process that supports the whole service lifecycle
Point to Evaluate the Service Design
Point to capture Baseline
Request for Change
RFC2
RFC3
RFC4
RFC5
RFC6
E3E2E1
BLBLBLBLBL BL BL
E
BL
RFC
RFC1
Continual Service Improvement
Change Management
Service Asset and Configuration Management
Service Transition Planning and Support
Oversee management of organization and stakeholder change
Evaluation of a Change or Service
Service Strategy
Service Design
Plan and prepare release
Build and test
Service testing and
pilots
Plan and prepare for deployment
Transfer, deploy, retire
Review and close service
transitionService
Operations
Early Life SupportRelease and Deployment Management
Service Validation and Testing
Knowledge Management
Focus of activity related to service transition
Other ITIL core publication
ST process that supports the whole service lifecycle
Point to Evaluate the Service Design
Point to capture Baseline
Request for Change
RFC2
RFC3
RFC4
RFC5
RFC6
Service Operations
IT InfrastructureIT Infrastructure
Enterprise UsersEnterprise Users
IT ServicesIT Services
ProblemManagement
ProblemManagement
IncidentManagement
IncidentManagement
ServiceRequest
ServiceRequest
KnowledgeBase
Service Desk
ChangeManagement
ChangeManagement
Release& DeploymentManagement
Release& DeploymentManagement
Asset ControlConfigurationManagement
Asset ControlConfigurationManagement
ITInfrastructure
Content&
ContextImpactAssessmentRFC
AuthorizedChange
AuthorizedRelease
RoutineResolution
Work Around
EventManagement
EventManagement
AccessManagement
AccessManagementX
RequestManagement
RequestManagement
IT InfrastructureIT Infrastructure
Enterprise UsersEnterprise Users
IT ServicesIT Services
ProblemManagement
ProblemManagement
IncidentManagement
IncidentManagement
ServiceRequest
ServiceRequest
KnowledgeBase
Service Desk
ChangeManagement
ChangeManagement
Release& DeploymentManagement
Release& DeploymentManagement
Asset ControlConfigurationManagement
Asset ControlConfigurationManagement
ITInfrastructure
Content&
ContextImpactAssessmentRFC
AuthorizedChange
AuthorizedRelease
RoutineResolution
Work Around
EventManagement
EventManagement
AccessManagement
AccessManagementX
RequestManagement
RequestManagement
Continual Service Improvement• What is the vision
• Vision, Mission, Goals & Objectives• Where are we now?
• Baseline Assessments• Where do we want to be?
• Measurable Targets• How do we get there?
• Service & Process Improvement• Did we get there?
• Measurements & Metrics• How do we Keep Going?
• Start back at the Strategy
Where do we want to be?
How do we get there?
Did we get
there?
What is the
vision?
Where are we now?
How do we keep going?
Value to Me?• Continual learning process over multiple years
• A career path for the future in Service Delivery
• Improved value of your services / knowledge to the business
• World wide recognition of ITs value to the business
• Indicates, with appropriate discipline, you are in control
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
ITIL Qualifications
ITIL Foundation for Service Management
2 Credits
ITIL Service Lifecycle Modules
SS SD ST SO CSI
ITIL Service Capability Modules
SOA PPO RCV OSA 3 3 3 3 3 4 4 4 4
Managing Through the Lifecycle5 5
15 Credits 16 Credits
ITIL Expert AchievedMinimum 22 Credits Needed to Achieve Expert
ITIL Master
Learning Solutions
• All courses available• As instructor-led• As live-over-the-Web
• Training Portfolio includes• All certification programs from Foundation to MALC• Workshops to assist in process implementation• Executive Briefings and Strategic Planning
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Certification Courses
• Foundation – Prerequisite for all others• 2.5 days in classroom/live-over-Web• Exam is administered on 3rd afternoon or student may get a voucher
to take to a test center• Does require homework during class and/or pre-reading• Most of your demand will be here, and all ITIL training starts here
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Lifecycle Classes Lifecycle Classes – 3 Days, one per book, Managers are the intended
audienceService StrategyService DesignService TransitionService OperationContinual Service Improvement
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Capability Classes
• Capability Classes – 5 Days, align with Strategy through Operation, intended for Implementers
• Service Offerings and Agreements (SOA)• Planning, Protection, and Optimization (PPO)• Release, Control, and Validation (RCV)• Operational Support and Analysis (OSA)
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Managing Across the Lifecycle
• Capstone course, passing the exam results in achieving the ITIL Expert designation
• 17 credits (balanced) required to ENTER the course
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
ITIL Masters Certification• Think college masters program• Proof of five years ITIL implementation experience• Application to apply for Masters• If approved - Written detailed thesis on an ITIL project
• More than 5 and less than 25 in the U.S.
• Downside• Release by company where project occurred• Proprietary information probably released to global view• Your solution becomes public, trains your competition• Most companies not willing to give permission
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Value to The Business• Improved business responsiveness
• Greater ability to support the business – no more “sandbox”
• Organizational improvement and gratitude
• More “bang for the buck”
• Better results in use of IT resources supporting the business
• Doing it right the first time – less rework and support needed
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Recommended CoursesNetCom Learning offers a comprehensive portfolio for ITIL training options. Please see below the list of recommended courses with upcoming schedules:
ITIL®-MALC: Expert Level: Managing Across the Lifecycle with Certification Exam
ITIL® Foundation with Certification Exam
ITIL®-PPO: Intermediate Capability: ITIL Planning, Protection, and Optimization with Certification Exam
ITIL® Practitioner with Certification Exam
Check out more ITIL training options with NetCom Learning - CLICK HERE
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
Our live webinars will help you to touch base a wide variety of IT, soft skills and business productivity topics; and keep you up to date on the latest IT industry trends. Register now for our upcoming webinars:MS Project 2016 | Task navigation Tips and Tricks – February 07
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Cisco Networking | Building Roads – February 14
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We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!
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We manage learning.“Building an Innovative Learning Organization. A Framework to Build a Smarter
Workforce, Adapt to Change, and Drive Growth”. Download now!