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www.edureka.co
View ITIL Foundation course details at www.edureka.co
ITIL® - master the art of implementing IT service
management
For Queries:
Post on Twitter @edurekaIN: #askEdureka
Post on Facebook /edurekaIN
For more details please contact us:
US : 1800 275 9730 (toll free)
INDIA : +91 88808 62004
Email Us : sales@edureka.co
Slide 2 www.edureka.co
At the end of this session, you will be able to understand:
 Context Setting
 What is ITIL and ITSM
 ITIL V3 Foundation to Expert Roadmap
 Career Opportunities and ITSM Landscape
 Edureka Training Program & Schedule
 Questions and Answers
Objectives
Slide 3 www.edureka.co
What is Service Management
Slide 4 www.edureka.co
Infrastructure Management
Server Provisioning
Network Management
Virtual Environment Management
Security
Server Management
Storage Management
Monitoring, Alerting and Notifications
Slide 5 www.edureka.co
Organizational Need
Slide 6 www.edureka.co
What is ITIL ?
 IT Infrastructure Library
 Best Practice Framework
 Evolved from V1 to V3
 Focused on delivering superior customer service using streamlined processes
 Adopted widely across all Industries
Slide 7 www.edureka.co
ITIL V3 Core Volumes
 Best Practice Framework
 Developed by OGC
 Currently running ITIL V3 2011
 5 Core Volumes
Exam – ITIL V3 Foundation
 ITIL V3 Intermediate
 ITIL V3 Expert
 ITIL V3 Master
Slide 8 www.edureka.co
What are the ITIL Processes?
Service
Strategy
 Demand m.
 Financial m.
 Strategy Generation
 Service Portfolio
Management
Service Design
 Service Catalogue
m.
 Service Level m.
 Capacity m.
 Availability m.
 Service Continuity
m.
 Information
Security m.
 Supplier m.
Service
Transmission
 Knowledge m.
 Change m.
 Asset and
Configuration m.
 Release and
Deployment m.
 Transition Planning
and Support
 Service Validation
and Testing
 Evaluation
Continual Service
Improvement
 Service Measurement
 Service Reporting
 Service Improvements
Service
Operation
 Incident m.
 Problem m.
 Event m.
 Request Fulfillment
 Access m.
 Operation m.
 Service Desk
 Application
 Technical m.
 IT Operations
Slide 9 www.edureka.co
What is ITSM
IT service management (ITSM) refers to the entirety of activities
 Directed by policies
 Organized and structured in processes and
 Supporting procedures
These activities are performed by an organization or part of an organization to plan, deliver, operate and control
IT services offered to customers
It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is
performed by the IT service provider through an appropriate mix of people, process and information technology
Slide 10 www.edureka.co
ISO/IEC 20000
Slide 11 www.edureka.co
4 P’s of Service Management
People
Process
Products
Partners
Slide 12 www.edureka.co
ITSM Landscape
Slide 13 www.edureka.co
IT Service Portfolio - Sample
Enterprise Computing
Services
• Server/OS Management
• Storage – SAN/NAS
• Database Management
• Mainframe Management
• Middleware
Management
• Data Center Services
Infrastructure Security
Services
• Managed Firewall
Service
• Managed IDS/IPS
Service
• Unified Threat
Management
• Log Management
• AAA/Identity
Management
• Antivirus/Anti-Spam
Network and
Convergence Services
• Managed WAN/LAN
• Managed VPN Service
• VOIP Management
• Wireless
• Traffic/Bandwidth
• Performance
Management
End-User Computing
Services
• Remote Desktop
Management
• Desk Side Support
• Remote Desktop
Management
• Managed Exchanged
Service
• Managed AD Service
• IT Help Desk Service
ITIL – Based Managed Services
IT IS Service Portfolio
ManagedServices
Slide 14 www.edureka.co
Sample Org Structure
Slide 15 www.edureka.co
How is Certification Organized?
Slide 16 www.edureka.co
Current Scheme of Certification
Slide 17 www.edureka.co
Capability Streams
RCV OSA SOA PPO
 Change Management
 Release & Deployment
Management
 Service Validation and
Testing
 Service Asset &
Configuration
Management
 Knowledge
Management
 Request fulfillment
 Service Evaluation
 Event Management
 Incident Management
 Request Fulfillment
 Problem Management
 Access Management
 Service Desk
 Technical Management
 IT Operations
Management
 Application Management
 Service Portfolio
Management
 Service Catalogue
Management
 Service Level
Management
 Demand Management
 Supplier Management
 Financial Management
 Capacity Management
 Availability
Management
 IT Service Security
Management
 Information Security
Management
 Demand Management
 Challenges, Critical
Success Factors and
Risks
Slide 18 www.edureka.co
What do you opt?
Capability Stream [V2 Practitioner Course] Lifecycle [Service Manager]
Emphasize on process relationship, RACI and
implementation consideration
Focuses on executing and implementing a complete
stage of Service Lifecycle
More prescriptive and deep dive includes inputs,
activities, concepts, metrics and output
meant for those that work “in” the processes and
are responsible in carrying out the daily activities
Slide 19 www.edureka.co
Job Opportunities
 Process Owner
 Process Manger
 Process Consultant
 Tools Consultant
 Solution Architect
 Technical Writers
 Support Staff (FLS, SLS, TLS)
 Service Manager
 Service Owner
 Vendor Liaison
Slide 20 www.edureka.co
What Matters?
Qualification and Experience
Business and
Professional
KNOW HOW??
Personal Skills
KNOW WHAT??
Network and
Contacts
KNOW WHO??
Attitude and Value
PERSONAL
Slide 21 www.edureka.co
Community Building
itSMF USA ISO/IEC 20000
Special Interest Group
Back2ITSM – Facebook group
Groups and ITSM Profile updates
Slide 22 www.edureka.co
 Module 1
» Service Management as Practice
 Module 2
» Service Strategy
 Module 3
» Service Design
Course Topics
 Module 4
» Service Transition
 Module 5
» Service Operation
 Module 6
» Continual Service Improvement
Slide 23 www.edureka.co
LIVE Online Class
Class Recording in LMS
24/7 Post Class Support
Module Wise Quiz
Project Work
Verifiable Certificate
How it Works
Slide 24 www.edureka.co

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ITIL Foundation : Mastering the Art of Implementing IT Service Management

  • 1. www.edureka.co View ITIL Foundation course details at www.edureka.co ITIL® - master the art of implementing IT service management For Queries: Post on Twitter @edurekaIN: #askEdureka Post on Facebook /edurekaIN For more details please contact us: US : 1800 275 9730 (toll free) INDIA : +91 88808 62004 Email Us : sales@edureka.co
  • 2. Slide 2 www.edureka.co At the end of this session, you will be able to understand:  Context Setting  What is ITIL and ITSM  ITIL V3 Foundation to Expert Roadmap  Career Opportunities and ITSM Landscape  Edureka Training Program & Schedule  Questions and Answers Objectives
  • 3. Slide 3 www.edureka.co What is Service Management
  • 4. Slide 4 www.edureka.co Infrastructure Management Server Provisioning Network Management Virtual Environment Management Security Server Management Storage Management Monitoring, Alerting and Notifications
  • 6. Slide 6 www.edureka.co What is ITIL ?  IT Infrastructure Library  Best Practice Framework  Evolved from V1 to V3  Focused on delivering superior customer service using streamlined processes  Adopted widely across all Industries
  • 7. Slide 7 www.edureka.co ITIL V3 Core Volumes  Best Practice Framework  Developed by OGC  Currently running ITIL V3 2011  5 Core Volumes Exam – ITIL V3 Foundation  ITIL V3 Intermediate  ITIL V3 Expert  ITIL V3 Master
  • 8. Slide 8 www.edureka.co What are the ITIL Processes? Service Strategy  Demand m.  Financial m.  Strategy Generation  Service Portfolio Management Service Design  Service Catalogue m.  Service Level m.  Capacity m.  Availability m.  Service Continuity m.  Information Security m.  Supplier m. Service Transmission  Knowledge m.  Change m.  Asset and Configuration m.  Release and Deployment m.  Transition Planning and Support  Service Validation and Testing  Evaluation Continual Service Improvement  Service Measurement  Service Reporting  Service Improvements Service Operation  Incident m.  Problem m.  Event m.  Request Fulfillment  Access m.  Operation m.  Service Desk  Application  Technical m.  IT Operations
  • 9. Slide 9 www.edureka.co What is ITSM IT service management (ITSM) refers to the entirety of activities  Directed by policies  Organized and structured in processes and  Supporting procedures These activities are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology
  • 11. Slide 11 www.edureka.co 4 P’s of Service Management People Process Products Partners
  • 13. Slide 13 www.edureka.co IT Service Portfolio - Sample Enterprise Computing Services • Server/OS Management • Storage – SAN/NAS • Database Management • Mainframe Management • Middleware Management • Data Center Services Infrastructure Security Services • Managed Firewall Service • Managed IDS/IPS Service • Unified Threat Management • Log Management • AAA/Identity Management • Antivirus/Anti-Spam Network and Convergence Services • Managed WAN/LAN • Managed VPN Service • VOIP Management • Wireless • Traffic/Bandwidth • Performance Management End-User Computing Services • Remote Desktop Management • Desk Side Support • Remote Desktop Management • Managed Exchanged Service • Managed AD Service • IT Help Desk Service ITIL – Based Managed Services IT IS Service Portfolio ManagedServices
  • 15. Slide 15 www.edureka.co How is Certification Organized?
  • 16. Slide 16 www.edureka.co Current Scheme of Certification
  • 17. Slide 17 www.edureka.co Capability Streams RCV OSA SOA PPO  Change Management  Release & Deployment Management  Service Validation and Testing  Service Asset & Configuration Management  Knowledge Management  Request fulfillment  Service Evaluation  Event Management  Incident Management  Request Fulfillment  Problem Management  Access Management  Service Desk  Technical Management  IT Operations Management  Application Management  Service Portfolio Management  Service Catalogue Management  Service Level Management  Demand Management  Supplier Management  Financial Management  Capacity Management  Availability Management  IT Service Security Management  Information Security Management  Demand Management  Challenges, Critical Success Factors and Risks
  • 18. Slide 18 www.edureka.co What do you opt? Capability Stream [V2 Practitioner Course] Lifecycle [Service Manager] Emphasize on process relationship, RACI and implementation consideration Focuses on executing and implementing a complete stage of Service Lifecycle More prescriptive and deep dive includes inputs, activities, concepts, metrics and output meant for those that work “in” the processes and are responsible in carrying out the daily activities
  • 19. Slide 19 www.edureka.co Job Opportunities  Process Owner  Process Manger  Process Consultant  Tools Consultant  Solution Architect  Technical Writers  Support Staff (FLS, SLS, TLS)  Service Manager  Service Owner  Vendor Liaison
  • 20. Slide 20 www.edureka.co What Matters? Qualification and Experience Business and Professional KNOW HOW?? Personal Skills KNOW WHAT?? Network and Contacts KNOW WHO?? Attitude and Value PERSONAL
  • 21. Slide 21 www.edureka.co Community Building itSMF USA ISO/IEC 20000 Special Interest Group Back2ITSM – Facebook group Groups and ITSM Profile updates
  • 22. Slide 22 www.edureka.co  Module 1 » Service Management as Practice  Module 2 » Service Strategy  Module 3 » Service Design Course Topics  Module 4 » Service Transition  Module 5 » Service Operation  Module 6 » Continual Service Improvement
  • 23. Slide 23 www.edureka.co LIVE Online Class Class Recording in LMS 24/7 Post Class Support Module Wise Quiz Project Work Verifiable Certificate How it Works