ITIL V3 Foundations Certification Course

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    ITIL V3 Foundations Certification Course

    ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of

    Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

    IT Infrastructure Library is a Registered Trade Mark of the Central Computer andTelecommunications Agency which is now part of the Office of Government Commerce.

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    Agenda

    Day 1

    Introduction

    Module 1 Service Management as a Practice

    Module 2 Service Lifecycle

    Module 3 Key Principles, Models and Concepts

    Day 2

    Module 4 Concepts, Processes, Roles & Functions

    Module 5 Service Management Technology & Architecture.

    Quiz

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    Why ITIL?

    Adopting ITIL guidance can provide such benefits as:

    Continuous improvement in the delivery of quality IT services

    Reduced long term costs through improved Return On Investment through processimprovement

    Demonstrable Value For Money to the business, the board and stakeholders,through greater efficiency

    Reduced risk of not meeting business objectives, through the delivery of rapidlyrecoverable, consistent services

    Improved communication and better working relationships between IT and thebusiness

    The ability to absorb a higher rate of Change with an improved, measurable rate ofsuccess

    Processes and procedures that can be audited for compliance to best practiceguidelines

    Introduction

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    Remember :

    ITIL describes what needs to be done but NOT how it should be done

    ITIL does NOT define:

    Every role, job or organisation design

    Every tool, every other equipment, every required customisation

    Every process, procedure and task required to be implemented

    ITIL does NOT claim to be a comprehensive description of everything within IT, but it

    instead contains best practices that have observed and accepted in the industry

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    Why ITIL V3?

    ITIL V2 was all about What not How

    ITIL V2 did not address Supply Chain

    Better synergy with other best practices like CMMI, COBIT, Quality, etc.

    V3 includes Integrated Value Service Network

    V3 provides guidance on selecting good tools.

    V3 addresses both ROI and ROV

    V3 focuses on Service driven lifecycle approach

    Introduction

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    ITIL V3 Framework

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    Service Management as a PracticeModule 1

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    What is a Service?

    A service is a means of delivering value to customers by facilitating outcomes customerswant to achieve without the ownership of specific costs and risks.

    Some services enhance performance of tasks, others have a more direct impact, and someperform the task itself.

    What is Service Management?

    It is a set of specialized organizational capabilities for providing value to customers in theform of services.

    A set of functions and processes for managing services over their lifecycle.

    THE ACT OF TRANSFORMING RESOURCES INTO VALUABLE SERVICES IS THE CORE OF SERVICE MANAGEMENTTHE ACT OF TRANSFORMING RESOURCES INTO VALUABLE SERVICES IS THE CORE OF SERVICE MANAGEMENT

    Module 1

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    Functions, Roles and Processes

    Function A team or group of people and the tools they use to carry out one or moreprocesses or activities.

    Role A set of responsibilities, activities and authorities granted to a person or team.

    Processes A set of activities designed to accomplish a specific objective. Process takesdefined inputs, turns them into a desired output.

    Recognizing a process

    Process has to be measurable

    It delivers specific resultsPrimary results are delivered to customers or stakeholders

    Responds to specific events

    Module 1

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    A Process Model

    Process

    Owner

    Process

    Objectives

    Process

    Documentation

    Process

    Feedback

    Process

    Activities

    Process

    Metrics

    Process

    Roles

    Process

    Procedures

    Process Work

    Instructions

    Process

    Improvement

    Process

    Resources

    Process

    Capabilities

    Process Control

    Process inputs Process outputs

    Process Enablers

    Module 1

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    Summary

    What is a Service?

    What is Service Management?

    What are Functions?

    What are Roles?

    What is a Process?

    Process Model

    Module 1

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    The Service Lifecycle

    Module 2

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    Module 2

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    ITIL is used by organizations world wi de to establish and improve capabilities i n service management.

    ISO/IEC 20000 provides a formal and universal standard for organization seeking to heir service m anagement capabilities audited and certified.

    ITIL Library has the foll owing components:

    ITIL CORE

    ITIL Complementary Guidance

    ITIL Web

    Service Strategy

    Service Design

    Service Transition

    Service Operations

    Continual Service Improvement

    Publications

    Module 2

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    Service Strategy - provides guidance on how to design, develop and implement service

    management not only as an organizational capability but as a strategic asset. Service Strategyincludes, development of markets, service assets; service catalog; Financial Management,

    Service portfolio management, organizational development and strategic risks.

    Module 2

    It helps answers questions like:

    What services should we offer and to whom?

    How to create value for customers?

    How do we define service quality?

    How to efficiently allocate resources across a portfolio of services?

    How can financial management provide visibility and control over value creation? Etc.

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    Service Design - provides guidance for design and development of services and service

    management processes. Scope of Service design is not limited to new service, it also includes

    changes and improvements necessary..

    Module 2

    Goals of Service Design:

    Design services to meet business objectives.

    Design services that can easily and efficiently developed and enhanced

    Design efficient and effective processes for design, transition, operation and improvementof high quality IT Services.

    Identify and manage risk

    Design Measurement methods and metrics

    Produce and maintain IT plans, processes, policies, architectures, frameworks and

    documents, etc

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    Module 2

    Scope of SD:

    New and Changed Services

    Service Portfolio

    Technology architecture and Management Systems

    The processes

    Measurement methods and metrics

    Value to Business of SD

    Reduced total cost of ownership (TCO)

    Improved quality of service

    Improved consistency of service

    Improved IT governance

    Improved information and decision making

    Improved service alignment.

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    Service Transition - provides guidance for development and improvement of capabilities for

    transitioning new and changed services into operations. It combines practices in release

    management, program management and risk management and places them in practical context

    of Service management..

    Module 2

    Goals of Service Transition:

    Plan and implement deployment of all releases

    Assure the proposed changes in Service Design are realized

    Decommission o