Merit Event - ITIL Framework
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ITIL® V3 Overview ITIL® V3 Overview ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Office of Government Commerce Mark Flynn Mark Flynn Director Director Felix Maldo Ltd Felix Maldo Ltd
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The Information Revolution is transforming the nature of business. The ITIL® framework has become the most widely accepted approach to managing IT service quality and costs in a context of ever changing business requirements and increasing expectations. Adopted and adapted by organisations of all sizes and sectors around the world, ITIL has become the de facto standard for IT Service Management. Mark Flynn will explain the nature of the ITIL material and qualifications - ITIL origins and credentials, scope, key concepts and the benefits, costs and risks of adopting an ITIL approach. For the ITIL experienced in the audience, this will be a useful introduction ITIL V3 which was launched earlier this year. Attendees can expect an informative, engaging and enjoyable presentation. Mark Flynn, founder of ITIL Consultancy organisation, Felix Maldo Ltd, has spent 21 years in the IT industry. Since 1993, he has operated exclusively in the ITIL arena, as a practitioner, trainer and consultant. He has delivered ITIL events on clients’ sites throughout the UK, Europe USA and the Far East. He is a regular presenter at professional seminars sand conferences. ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Transcript of Merit Event - ITIL Framework
ITIL® V3 OverviewITIL® V3 Overview
ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Office of Government Commerce
Mark FlynnMark FlynnDirector Director Felix Maldo LtdFelix Maldo Ltd
Presentation ObjectivesIntroduction to ITIL
- background, credentials
- V2 v. V3
ITIL V3 Overview- Lifecycle stages
- Key Concepts and Major Processes
- Benefits
Examinations and Qualifications
Mark Flynn
17 years IT Service Management experience
366th person to gain ISEB ITIL qualification (1993) - Service Level Manager, UK Retail Organisation
- Process Strategy Manager, Distributed Service Centre
- Process Design Manager, Major Bids
- Service Delivery Manager, Outsourced Public Sector
- Director UK training and recruitment organisation
Established Felix Maldo Ltd Dec 2006 - Deliver Service Management training and consultancy
- APMG ITIL V3 Assessor
Origins of ITIL
• The Information Revolution!
• Historically IT / Business relationships have been
poor
• ITIL best practice guidelines developed in late
1980’s by CCTA (now OGC) to help IT :
- Meet the demands of rapid change
- Better align IT Services with business needs
- Demonstrate and improve quality and VFM
• Rapidly taken up across sector & international
boundaries
The ITIL Material
• Observed Good Practice
• A framework not a methodology
• High Level guidance
• process models
• roles and responsibilities
• consistent terminology
• Recognized professional
qualifications
• ISO 20000
Key Organisations Argentina
Australia
Austria
Belgium
Brasil
Canada
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Gulf
Hong Kong
Hungary
India
I reland
I srael
I taly
J apan
Korea
Latvia
Luxembourg
Mexico
Netherlands
N Zealand
Norway
Poland
Portugal
Romania
Russia
Singapore
Slovenia
S. Africa
Spain
Sweden
Switzerland
Taiwan
Thailand
U.K.
U.S.A.
Venezuela
Copyright owners
licence
Examining BodiesAccreditation of : Training Organisations Materials Trainers
Community ForumSource of Best Practice knowledge and expertiseWorld-wide promotion of Best Practice practices
Primary Accreditation Body
The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom
®
ISO 20000
V2 in place since 2000
Foundation, Practitioner and
Manager level courses and
qualfications
“ITIL” has been synonymous with Service Support & Service Delivery The Business
Perspective
ICT I nfrastructure Management
Planning to Implement Service Management
Application Management
Service Management
Service Support
Service Delivery
Security Management
V2 to V3
Service DeskIncidentProblemChangeConfigurationRelease
Service LevelAvailabilityCapacityFinancialContinuity
Core processes refreshed and updated but still largely intact
DesignStrategy Transition Operation Continual Improvement
V3 material published Spring 2007
ITIL now maps to IT Service Lifecycle
Examination structure covering entire lifecycle
Qualification’s now lead to the ITIL “diploma” scheme
V2 to V3
The Business Perspective
ICT Infrastructure Management
Planning to Implement Service Management
Application Management
Service Management
Service Support
Service Delivery
Security Management
DesignStrategy Transition Operation
The Service Lifecycle
Mar
ket
Sp
aces
Service ModelService Design Package
Operational Service
Requests for Change
Continual Improvement
Service Design
Guidance on the design & development of
– Services and service models
– Sourcing models
– Service Management processes and methods
– Infrastructure
The Holistic design of Service Solutions
Service Design
Peoplerocessesroductsartners
Service Design- Processes
Service Level Mgt
Agreeing and documenting business focused SLA
Delivering Customer satisfaction against SLA
Ownership of Service Improvement Plan
Availability Management
Involved in solution design
Presents options and costs
Responsible for specific aspect of service quality
Capacity Management
Involved in solution design
Presents options and costs
Responsible for specific aspect of service quality
IT Service Continuity Mgt
Works within BCM
Identifies, quantifies risk
Proposes, implements costed options
Maintains operational preparedness
Supplier Management
Supports SLM :
Identifying and selecting partners
Manages Contracts Database
Manages partner performance
Information Security Mgt
Defines and enforces IT Security Policy
Ensures compliance
Monitors and manages security risks and incidents
Maintains awareness
Models of Change
“Change alone is unchanging”
Heraclitus
Fear of the unknownLoss of InfluenceFear of failureDisagree with/don’t feel the need for changeNo understanding of WIIFMToo busyChange Fatigue
Rosabeth Moss Kanter: 10 Reasons why people would resist change
Plan
Do
CheckAct
Deming Cycle
What is the vision?
Where are we now?
Where do we want to be?
How will we get there?
How will we know we’re there?
The CSI Model
Where do we want to go next?
ITIL Benefits
• Proven approach, widely adopted• Range of tools tailored to support ITIL models• Range of training organisations offering tailored and
off the shelf training• Range of professional qualifications available
supporting tailored progression• Wider community supports knowledge sharing and
continued evolution of best practice• Increased business satisfaction and confidence
Benefits of adopting an ITIL based approach
V3 Qualifications
V3 Foundation
Managing across the Lifecycle
ITIL Diploma
Capability Stream
Planning, Protection & Optimisation
Service Offerings & Agreements
Release Control & Validation
Operational Support & Analysis
Qualification Structure
Lifecycle Stream
2 pts
3 pts4 pts
5 pts
V2 Bridging Events
V3 Foundation Course
• 3 day course• Suitable for anyone requiring an introduction to ITIL• Introduces Key Process and concepts across the
lifecycle :– Service Management as a practice– The Service Lifecycle– Key principles and models– Key concepts– Selected processes– Selected roles– Selected functions– Technology and architecture
• Includes 1hr multiple choice exam for ITIL Foundation Certificate
ITIL® v3 Foundation Certificate in Service Management
Date: Tues 29th Jan 08 (9:30am – 4:30pm)
Duration: 3 days (29th, 30th and 31st Jan 08)
Location: Liverpool Digital
Cost:
Full Merit Member: £745 + VAT (with SkillWorks funding: £372.50 + VAT)
Associate Member: £795 + VAT (with SkillWorks funding: £397.50 + VAT)
Thank You!Any Questions?
07983 548 447
www.felixmaldo.co.uk
ITIL® V3 Overview
