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TRANSCRIPT
ITIL in a Nutshell
ITIL v3 vs 2011What’s New?
NetCom Learning Presents
Donna HoltITIL ExpertNetCom InstructorSubject Matter Expert
ITIL in a Nutshell – V3 vs 2011What’s New?
Agenda
• GoToWebinar Controls• ITIL v3 vs ITIL 2011• Interactive Polls• ITIL v3 vs ITIL 2011 Continued• Exclusive Offers & News• ITIL Class with Dona Holt• Q&A
GoToWebinar Controls
ITIL Recap
What is IT Service Management?
Service
A means of delivering value to customers by facilitating outcomes customers want to
achieve without the ownership of specific costs and risks
Good Customer Service
• Facilitates the desired outcomes of the customer• Enhances performance of the customer’s tasks• Reduced the effects of constraints on the
customer and production• Increases the probability of achieving the desired
outcome
IT Service Management(The Ideology)
A systematic approach to enable IT organizations to:
Plan, Develop, Deliver and Support
IT Services
The IT Service Lifecycle
Strategy – The business goal of this service?
Design – Develop the service
Transition – Test, train & implement to production
Operation – Day to day events
Continuous Improvement – Review for improvement
Audience Polls
Service Strategy Processes• Service Portfolio Management• Financial Management for IT Services• Business Relationship Management• Strategy Management• Demand Management
Strategy Management for IT Services• The new process of Strategy
Management for IT Services is responsible for developing and maintaining business and IT strategies.
• This process is not taught as part of the ITIL Foundations Course
Demand Management• Demand Management remains a
process as part of Service Strategy
• This process is no longer taught as part of the ITIL Foundations Course
Business Relationship Management• Business Relationship Management is a
new process and a also a new role in ITIL.
• The main goal is to understand the customer’s expectations and the service provider’s ability to meet those expectations and to negotiate an agreement.
Service Design Processes• Design Coordination• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• Service Continuity Management• Information Security Management• Supplier Management
Design Coordination• The Design Coordination Process has
been added to clarify the flow of activity.
• It provides a control body over the other process in the Service Design Stage of the Lifecycle
• It is a part of the ITIL Foundations Course
Design Coordination (cont’d)• Service Catalog
– Multiple views• Technical View• Business Views
– Wholesale– Retail
Service Transition Processes
• Transition Planning & Support• Change Management• Service Asset & Configuration
Management• Release & Deployment Management• Knowledge Management• Change Evaluation• Service Validation & Testing
Change Evaluation• Previously named, “Evaluation”, this
process has been renamed and more clearly defined as a process to evaluate the Change Process itself.
• This process is not covered in the ITIL Foundations Course
Transition Planning & Support• The purpose of this new process is to
provide the overall planning for service transitions and coordinate the required resources
• Monitor and improve the performance of the Service Transition stage of the lifecycle.
Service Operations Processes
• Incident Management• Problem Management• Request Fulfillment• Access Management• Event Management
Service Operations Functions• Service Desk• Technical Management• Application Management• Operations Management
Incident Management Process• Incident Matching has been expanded in
and a new procedure flow has been added for Incident Matching including escalation to the Problem Management process.
Continual Service Improvement Processes
• Seven Step Improvement• CSI Approach (instead of Model)• CSI Register - New
Seven Step Improvement• The Seven Step Improvement model
has been “upgraded” to the Seven Step Improvement Process in the Continual Service Improvement Stage of the lifecycle.
Exclusive Offers• Live Online Training™ is fully interactive ILT• NetCom Training Loan• Sarder Scholarship - $2500 every month
World Innovation Forum• June 20th – June 21st 2012, New York City Center• 11 world renowned experts and practitioners
Passionate about Learning™
ITIL Foundations:• April 23 – April 25 Arlington, VA (LOT)• June 25 – June 27 New York (LOT)
ITIL 2011 Intermediate: Foundation and Service Lifecycle - Boot Camp
• June 4 – June 17 Las Vegas• 14 Day Boot Camp• Testing on-site• Travel Package
ITIL Classes at NetCom
