Embed Size (px)
DESCRIPTION
From ITSM Academy's June 2007 Webinar
Citation preview
1
ITIL® Version 3 Exploring the Service Lifecycle
Continual
ServiceStrategy
Continual ServiceImprovement
ServiceTransition
ServiceDesign
ServiceOperation
© 2007 ITSM Academy, Inc.
About ITSM Academy
Accredited ITSM Education ProviderITIL® Foundation, Practitioner, Service Manager, , gISO/IEC 20000 certificationsPractical workshops
PMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on-site classes
© 2007 ITSM Academy, Inc. 2
Over 4000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government
2
Why Was ITIL® Changed?
Response to public scoping project (2004)Best practices have evolved since last updateBest practices have evolved since last updateNeed for prescription and consistencyAlignment with ISO/IEC 20000 and other frameworksLifecycle approach improves implementationStronger emphasis on business value
© 2007 ITSM Academy, Inc. 3
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
The New ITIL® Version 3 Library
Service Strategy
Service TransitionStrategy
Service D i
Transition
Service O ti C ti l
© 2007 ITSM Academy, Inc. 4
Design Operation ContinualService
Improvement
3
ITIL® Version 3ITIL® CoreFive books that provide best practice guidance for an integrated approach as required by ISO/IEC 20000. The Core is applicable to all service organizations.
ITIL® Complementary Guidance Publications that complement the ITIL® Core with guidance
© 2007 ITSM Academy, Inc. 5
the ITIL® Core with guidance specific to industry sectors, organization types, operating models and technology architectures.
ITIL® Core Books
Service StrategyDesign, develop and implement service management
Service DesignDesign and develop services and SM processes
Service TransitionTransition new and changed services into operations
Service Operation
© 2007 ITSM Academy, Inc. 6
Manage IT Service delivery and support
Continual Service ImprovementCreate and maintain business value through better service design, transition and operation
4
ITIL® and the Service Lifecycle
ITIL® Core is built around a Service LifecycleService Strategy represents policies and objectivesService Design, Service Transition and Service Operation implement strategiesContinual Service Improvement prioritizes
© 2007 ITSM Academy, Inc. 7
Improvement prioritizes improvements based on strategic objectives
Service Strategy is the axis
around which the lifecycle rotates
Service Strategy
D l i S i St t iDeveloping Service StrategiesService Portfolio ManagementFinancial ManagementDemand Management
© 2007 ITSM Academy, Inc. 8
5
Service Design
Service Catalog Managementg gService Level ManagementAvailability ManagementCapacity ManagementContinuity ManagementInformation SecuritySupplier Management
© 2007 ITSM Academy, Inc. 9
Supplier Management
Service Transition
Transition Planning and SupportTransition Planning and SupportChange ManagementService Asset and ConfigurationRelease and DeploymentService Validation and TestingEvaluationKnowledge Management
© 2007 ITSM Academy, Inc. 10
Knowledge Management
6
Service Operation
E ent ManagementEvent ManagementIncident ManagementRequest FulfillmentProblem ManagementAccess Management
© 2007 ITSM Academy, Inc. 11
Continual Service Improvement
7 Step Improvement ProcessDeming CycleContinual Service improvement ModelService ReportingService MeasurementROI for CSI
© 2007 ITSM Academy, Inc. 12
Service Level Management
7
What’s the Same?
Most V2 processes are intactService LevelAvailabilityCapacityITSCM ChangeI id t
© 2007 ITSM Academy, Inc. 13
IncidentProblem
What’s Different?
Updated ProcessesConfiguration
Updated ConceptsDMLConfiguration
Service Asset and Configuration (SACM)
ReleaseRelease and Deployment
FinancialPart of Service Economics
DMLCMSNew process goals and definitions
More models
© 2007 ITSM Academy, Inc. 14
Part of Service Economics
SecurityInformation Security
8
What’s New?
New ProcessesService Portfolio
New FunctionsTechnical Management
Service CatalogDemand SupplierKnowledgeEvent Access
gApplication ManagementIT Operations Management
© 2007 ITSM Academy, Inc. 15
AccessRequest Fulfillment7 Step Improvement
New Concepts
Lifecycle approachValue creation
Service Delivery processes precede
Utility/WarrantyValue networkSKMSBusiness outcomesService Portfolio
p pService Support processes in the Service Lifecycle
© 2007 ITSM Academy, Inc. 16
Service pipeline
9
Want to Learn More?
ITIL® V3 published May 30th
(www itsmbookstore com)(www.itsmbookstore.com)ITIL® V3 Foundation available beginning June 13th
Bridge Course to upgrade V2 to V3 Foundation knowledge
© 2007 ITSM Academy, Inc. 17
Foundation knowledgeNew ITIL® Diploma and schemeService Manager upgradeV3 Service Manager and Practitioner courses
ITSM Academy, Inc.
© 2007 ITSM Academy, Inc. 18
10
Questions and Answers
Thank you for attending
ITSM Academy, [email protected] 888 872 ITSM (4876)
Thank you for attending
© 2007 ITSM Academy, Inc. 19
1. 888. 872. ITSM (4876)
