ITIL PRACTITIONER The Story - Högskolan i Borås Service Innovation... · 2015-10-05 · Working...
Transcript of ITIL PRACTITIONER The Story - Högskolan i Borås Service Innovation... · 2015-10-05 · Working...
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ITIL PRACTITIONER
The Story
PHILIP HEARSUMITSM Portfolio Manager
The way ahead
for ITIL in 2015
In 2014 we listened
to what YOU had to say…
What we heard
ITIL has the highest
adoption rate of the related
frameworks used within IT
operations
Most CIOs and IT leaders
consider ITIL to be the de
facto best-practice guidance
for IT service management
Practical Guidance & Leverage
Good/Emerging Practices
What we heard from the community
What we heard
ITSM as a Profession
…and now we’re acting
New Qualification SchemeCurrent Qualification Scheme
New Qualification in 2015
Service Improvement (CSI)
Continual
Practical guidance
Based on
Improving individual
capabilities to…
Adopt and Adapt
Working with Practitioner Architects
Primary development of the new qualification is being done by the
Practitioner Architect Team or PAT, under the leadership of Kaimar
Karu, AXELOS’ Head of ITSM:
Kevin Behr (US)
Karen Ferris (AU)
Lou Hunnebeck (US)
Barclay Rae (UK)
Stuart Rance (UK)
Paul Wilkinson (NL)
PAT started by leveraging the current ITIL publications, with
particular emphasis on material in the five core lifecycle
publications as well as “Planning to Implement Service
Management”, and then building on it.
Leveraging experience, globally
BEST, GOOD, AND EMERGING PRACTICESThe PAT is also drawing on important concepts in other
frameworks, methods, bodies of knowledge and philosophies such
as Lean, Agile, DevOps, and others
WORLD-WIDE COLLABORATIONMaterial developed by the PAT is being reviewed by a wider global
team including both representatives of the examination institutes
and training organisations, and day-to-day practitioners
PRACTICAL VALUEThe team will produce the Guidance plus a Toolkit that can be used
during the training course, for the exam preparation, and for daily
work afterwards
Making a difference
THE CSI APPROACHUsing the CSI Approach as an organizing framework to lead a person
and/or team through practical adoption of ITIL/ITSM guidance.
Includes selected specific methods and techniques to use during
particular steps of the approach
GUIDING PRINCIPLESA set of broad principles that should be used to guide decisions and
actions when adopting ITIL/ITSM – typically as a person and/or
team moves through the steps of the CSI Approach
CRITICAL COMPETENCIESThree areas in which it is critical for a practitioner and/or
organization to have competencies in order for them to be
successful in adopting the ITIL/ITSM guidance: Communication,
Measurement & Metrics, and Organizational Change Management
Guiding Principles
Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Collaborate
Keep it simple
Complementary to Foundation
ITIL FOUNDATION
Provides a common language
of IT Service Management
(ITSM)
Demonstrates the role and
value of ITSM in an
organisation
Focuses on the end-to-end
service lifecycle
Answers the “what” and the
“why” of ITSM
Helps with the critical first
step on your ITSM journey
ITIL PRACTITIONER
Provides guidance that is
helpful for all roles in ITSM
Focuses on ITSM
improvements at any level
in an organisation
Addresses the key
challenges of adopting and
adapting ITIL
Answers the „how“ of ITSM
Supports realising the full
potential of ITIL to deliver
value
Key points
Targeted at people with knowledge of ITIL on Foundation level
Complementary and additive to the existing qualifications
3 credits towards ITIL Expert (same as Intermediate Lifecycle)
Draws on core library & „Planning to Implement Service
Management“
Helps to apply ITIL/ITSM principles more successfully and
quicker
Is fractal in nature, can be used at many different
organisational levels, and supports an iterative approach
And there’s more ...
CPD
Service Management Best Practice Academia
Thanks for listening
@AXELOS_GBP
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linkedin.com/company/axelos-global-best-practicein
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