introduction to itil for project managers may chantilly luncheon 1233487917844485 1
TRANSCRIPT
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8/3/2019 Introduction to Itil for Project Managers May Chantilly Luncheon 1233487917844485 1
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CSC
NORTH AMERICAN
PUBLIC SECTOR
5/13/2008 8:08:45 AM ITILv3FND-Module01-Introduction.CSCv1.ppt 1
Introduction to ITIL for Project ManagersMay Chantilly Luncheon
Linda Budiman, PMP
ITILv2 & ITILv3 Process Architect
ITIL Service Manager, CobiT certified
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 2
What is ITIL?
What is purpose and goal of ITIL? What does ITIL means to project managers?
What ITILv3 Service Lifecycle?
What are the benefits of ITIL and PMP certificate?
Todays Topics
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 3
ITIL is a de facto global standard that has been in use forover 20 years and now has reached a global scale
Embraced by governments and businesses as a frameworkto optimize IT service support and service delivery
ITIL aligns to the ISO/IEC 20000 standard Harmonizing with best practices CMMI, PMI, Six Sigma, COBIT
ITIL provides a standardized way to of working with activities,processes, functions, standards and guidelines
ITILv2 recently upgraded to ITILv3 June 07
What is ITIL?
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 4
IT Alignment to Business Strategy and Requirements
Manage services based upon strategic goals and customerrequirements, governance, and compliance
ITILv2 emphasized Service Support & Service Delivery
ITILv3 is more customer service lifecycle oriented
ITILv3
ITIL Purpose and Goal
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 5
ITIL Project and Program Success!
Stakeholder Satisfaction
Management ROI Customers
Service Management Staff
Reduce Total Cost Ownership
Operations
Maintenance
Critical Communications Awareness
Governance Clear Roles, Responsibility, Accountability, Ownership
Cultural Change
What ITIL Means to Project Managers
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 6
ITILv3 and PMBOK
PMBOK
Initiating & Planning
ITILv3
Service Strategy
Executing Service Design
Service TransitionService Operation
Controlling Continuous
ImprovementClosing N/A
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 7
New ITILv3 Core Structure
ITIL
Service StrategyWhere Services Begin
Service Lifecycle emphasizes control of functions and processesCritical Success Factor: Integrated Project Management
ITILv3 Service Lifecycle
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 8
ITILv3 Service Management
A set of specialized organizational capabilities forproviding value to customers in the form of services
Capabilities take the form of functions and processes formanaging services over a lifecycle
ITILv3 Service Management Framework
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ITILv3FND-Service Lifecycle -Introduction.CSCv1.ppt 9
Service Strategy
Sets Service Management objectives, policies, and guidelines
Creates a valuable Service Management organization Differentiates services and organization as a Strategic Asset
Service Strategy andPMBOK Relationship
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Processes
Service Strategy (Generation)
Service Portfolio Management Demand Management
Financial Management
ITIL Service Strategy The Hub
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Service Design
Design of innovative services, processes, measurements,metrics, technology including their architecture
Based upon Service Strategy objectives and policies
Focus on people, processes, products and partners
ITIL Service Design
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Processes
Service Catalogue Management
Service Level Management Supplier Management
Availability Management
Capacity Management
Information Security Management
IT Service Continuity Management
ITIL Service Design
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Service Transition
Plan and manage service changes
Deploy service releases into Operations successfully Verifies and validates Service Strategy business requirements and
Service Design functional requirements
ITIL Service Transition
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Processes
Transition Planning and Support
Change Management Service Asset & Configuration Management
Release and Deployment Management
Service Validation and Testing
Evaluation
Knowledge Management Evaluation
ITIL Service Transition
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Service Operation
Achieve efficiency and effectiveness in the delivery of managedservices
Strategic objectives are realized through Service Operations,making it a critical capability
Service Operation
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Processes
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Functions
Service Desk
Technical Management IT Operations Management
Application Management
Service Operation
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Goal
Continual Service Improvement
Review, analyze, and make recommendations onimprovement opportunities in each Lifecycle phase:
Service Strategy
Service Design
Service Transition
Service Operation
Plan, Do, Check, Act
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Processes Seven Step Improvement Process
Service Management Process Measurement
Service Reporting
Service Improvement Plan
ITIL Continual Service Improvement
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How can I learn more?
Get involved Local Interest Group (LIG)
National Chapter Local Interest Group
One of the largest Local Interest Groups
Local forum for implementation discussion
Everyone welcome!
http://www.itsmfusa.org/mc
ITIL News
www.itsmwatch.com
ITIL www.itil-officialsite.com/home/home.asp
http://www.itsmfusa.org/mchttp://www.itsmwatch.com/http://www.itsmwatch.com/http://www.itsmfusa.org/mc -
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PMP and ITIL Certification
Apply Project Management skills, tools and techniques to ITILv3Service Lifecycle
Critical need to understand ITIL terminology Project Managers will then better anticipate risk
Lead the next ITIL implementation
High demand skill differentiator
Most of all have fun and
enjoy your ITIL journey!!!
Your Benefits
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Thank You!
Linda Budiman
CSC, 15000 Conference Center Drive
Chantilly, VA 20151
T: 703-818-5748
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IT ILv3
Service Strategy
Service Strategy (Generation) Process
Service Portfolio Management
Demand Management Financial Management
Service Design
Service Catalogue Management
Service Level Management
Supplier Management
Availability Management
Capacity Management
Information Security Management
IT Service Continuity ManagementService Transition
Transition Planning and Support
Change Management
Release and Deployment Management
Service Asset and Configuration
Management Service Validation and Testing
Evaluation
Knowledge Management Evaluation
Service Operations
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Service Desk
Technical Management
IT Operations Management
Application Management
Continual Service Improvement
Seven Step Improvement Process
Service Management ProcessMeasurement
Service Reporting
Service Improvement Plan
ITILv3 Service Lifecycle
Service Lifecycle
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ITIL v3 Qualification Scheme
ITILFND09-1
ITILv3 Training