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Week 1: Introduction
About Me
About You
Course Focus
Will allow you to prepare for and pass the ITIL foundation level exam
Going beyond the framework, to actual process development, so you will actually be able to use ITIL in the real world
A blend of the theoretic and the practical, so that IT service management will be useful in any IT role you find yourself in
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Overview of ITIL
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3 4
Certification Requirements
Introduction to Service Management Processes, Functions and Roles Introduction to the Service Lifecycle
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Overview of ITIL
What is ITIL? Library of best practices for delivering IT services
Not how to do things, but rather guidance on best practices to help you document the how
Common language that organizations can use when communicating, especially via process touch-points
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Overview of ITIL
What is ITIL, continued
BMC ITSM suite is an example of software based on ITIL Many organizations build in-house tools to support ITILbased processes
Overview of ITIL
The five core volumes
Service Strategy
Service Design 2
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ITIL
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Service Transition
Service Operation
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Overview of ITIL
Discussion: Purpose of IT
Overview of ITIL
IT delivers services that provide value IT delivers these services while taking responsibility for cost and risk
Managing these services involves many processes and functions all part of the Service Lifecycle
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Overview of ITIL
Common Challenges
Process development, documentation, institutionalization Identifying what problem technology needs to solve, or what value it is intended to bring Governance of key technology related activities
Even when technology is well-managed, the business may not have a positive experience with IT
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Overview of ITIL
Discussion: Value of ITIL
What is the value of having a process? What if there is really good technical documentation? Is there still value in having documented processes? What is the benefit of multiple organizations following the same process framework?
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Overview of ITIL
Common Challenges
Dont you trust me?, I know what Im doing, Whats the point of all this overhead? With technology, things are going to go wrong ITIL separates process issues from technical issues; protects the IT professionals from blame
Overview of ITIL
IT Service Management and ITIL provide a new lens through which to see your IT work Regardless of your IT field or level of experience, understanding ITSM gives you an advantage
Understand how your role fits in to the overall service Keep the needs of the business in mind
Allows you to speak ITIL within your organization and with customers and suppliers
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Overview of ITIL
ITIL vs. COBIT
ITIL is an ITSM framework; COBIT is an IT practice framework (not restricted to IT services) COBIT is broader than ITILITIL covers 8 of COBITs 34 processes
Certification Requirements
Foundations, Intermediate, Expert
Foundations exam is one hour, 40 multiple choice questions, 65% or above is a pass Intermediate level has two paths: IT Service Lifecycle or IT Service Capability
Expert level requires intermediate exams, plus Managing Across the Lifecycle course/exam
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Business does not want technology Business wants the service that technology enables Service characteristics:
Outcome-based Services Outcome: The intended or actual result of carrying out an activity, following a process, or delivering an IT service
Core services deliver the value the business wants and is willing to pay for Enabling services are needed for a core service to be delivered
Enhancing services are not essential, but added to core services to make them more enticing to the business
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What are the most important factors to the business when delivering service? What does the business think IT service is? How does the business measure whether its IT service is meeting its needs? What metrics does it use?
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Consistent
High quality
Timely Cost-effective Meeting the needs of the business
IT is:
Systems, applications, infrastructure Organization of people Type of service needed by the business Type of business asset and cost
IT Service Management (ITSM) is the management of IT services that meet the needs of the business with people, processes, and technology
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Who are the stakeholders involved with IT and ITSM? What role does each stakeholder play? How do the stakeholders know how to interact with each other?
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Users
Suppliers
Other organizations who supply goods or services needed to operate the IT service
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Customer asset (used by customer) vs. service asset (used by service provider)
Function: Team or group of people, plus their tools/resources, that carry out processes/activities Role: Set of responsibilities, activities, authorities granted to a person or team
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Service Lifecycle
Service Strategy
Financial management
Demand management Business relationship management
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Service Lifecycle
Service Design
Availability management
Capacity management IT service continuity management Information security management Supplier management
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Service Lifecycle
Service Transition
Transition planning and support Change management Service asset and configuration management Release and deployment management Service validation and testing Change evaluation
Knowledge management
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Service Lifecycle
Service Operation
Request fulfilment
Problem management Access management
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Service Lifecycle
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Wrap-up
What to expect
Classes on each of Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement Two tests
Case study
Opportunity to design and develop real ITIL-based processes Broken down into smaller assignments, given throughout the course
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Tentative Schedule
To be adjusted over time
Class 1 2 3 Date Nov 21, 2013 Nov 28, 2013 Dec 5, 2013 Topic Introduction to Service Management Service strategy overview & principles Service strategy processes
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5 6 7 8 9 10 11 12
Service design
Test 1 / Assignment 1 Service transition / Assignment 1 Service transition / operation Service operation / Assignment 2 Test 2 / Assignment 2 Assignment 3 / presentation prep Case study presentations / guest speaker Case study presentations / Wrap-up
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Wrap-up
Two-way communication
Provide feedback Ask questions Voice concerns Suggest additional topics for discussion
Email: daniel.kligerman@humber.ca Twitter: @dmk1 LinkedIn: http://ca.linkedin.com/in/dkligerman Blackboard site for course materials, discussion board, links to useful resources
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