ITSM (IT Service Management) & ITIL V3 Foundation

PRUDENTIAL – SOLUTIONS FOR PROJECT SUCCESS
Free Seminars & Workshops Series
Executive Overview of ITSM
(IT Service Management)
And
ITIL Foundation Certification

Agenda
 Overview of IT Service Management & ITIL (IT Infrastructure Library)
 Origin of ITIL & Key Organization
 Key Concepts & Areas of ITIL
 ITIL Service Lifecycle
 Why Implement ITIL and It’s Benefits
 ITIL V3 Foundation Certification Exam Prep
 About Prudential Solutions & Its Training Programs
ITIL®, is registered trademarks of the OGC, UK.
OGC, UK has not endorsed & did not participate in the development of this product.
Note: Any views OR Opinion OR Techniques presented and showcased in this
presentation is solely those of the authors & may not necessary represent those of company.

Name: K. R. Ghori
Education: M.Sc (Mathematics) & MS (CS)
Experience: 15 Years
Professional Certification: PMP, ITIL, CSBA, MCTS, MCSD.NET
Profile
Highly-motivated information technology management professional with 15
years experience in IS/IT research and development, having strategic vision of
enterprise solutions with comprehensive understanding of software
development processes and life cycle while proficient in creating and
implementing the development standards and methodologies with
international compliance standards (i.e PMBOK, BABOK, Agile/SCRUM, CMMI,
ITIL)
Linkedin Profile: http://pk.linkedin.com/in/krghori
Speaker Profile
Expertise / Interest
− Project Management
− PMP® Certification Exam Prep
− Business Analysis
− CBAP® Certification Exam Prep
− Agile PM/SCRUM & PMI-ACP
− Microsoft Project/Server 2010
− PMO Setup & Optimization
− ITIL V3 Foundation

What is the IT Infrastructure Library?
• ITIL is the basis of the worldwide standard for quality
IT Service Management, ISO 20000
• ITIL was developed by the public and private sectors
and globally adopted.
• ITIL is in the public domain.
“The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service
management in the world.
ITIL is a cohesive best practice framework, drawn from the public and private sectors
internationally. It describes the organization of IT resources to deliver business value, and
documents processes, functions and roles in IT Service Management (ITSM).”
Source: UK Office of Government Commerce
Simply
A set of best practice guidelines for IT Service Management in planning,
implementing, delivery and support of quality IT services.

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
Ireland
Israel
Italy
Japan
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 Bodies
Accreditation of :
Training Organisations
Materials
Trainers
Community Forum
Source of Best Practice
knowledge and expertise
World-wide promotion of
Best Practice practices
Primary
Accreditation
Body
®
ISO 20000

ITILITSM Overview
• What is ITSM?
– ITSM = Information Technology Service Management
– IT Service Management is concerned with delivering and
supporting IT services that are appropriate to the business
requirements of an organization. This improves efficiency and
effectiveness and reduces the risks of managing IT services.
Service Desk

ITSM – Service Support
• Infrastructure-
- People, Processes and Technology
• IT Service -
- Fulfills one or more of the customers needs
- Supports customers business objective
• Process –
- A structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines,
activities and work flow instructions.
• Activity –
- A set of actions designed to achieve a result

Change
Management
Release
Management
Incident
Management
Configuration
Management
Problem
Management
Service
Support
Service Support has an “Operational” focus. The activities include the day-to-day or
short-term planning activity of a business or service management process.
Service Desk

Service Desk
Change
Management
Release
Management
Incident
Management
Configuration
Management
Problem
Management
Service
Support
Service Desk
•Integrated function, not a process, to all of the
“operational” process.
•Serves an intended purpose
•Single point of contact between service
providers, customers and users.
•Manages incidents and escalates according
to agreed service levels.
•Manage requests, incidents, service requests
and communications with customer and users.

ITSM - Key Concepts
• Service
– Delivers value to customer by facilitating outcomes that customers want
to achieve without ownership of the specific costs and risks.
• Service Level
– Measured and reported achievement against one or more
service level targets
– E.g.
Red = 1 hour response 24/7 Amber = 4 hour response 8/5 Green = Next business day
• Service Level Agreement
– Written and negotiated agreement between Service Provider
and Customer documenting agreed service levels and costs.

Key Concepts
• Configuration Management System (CMS)
– Tools and databases to manage IT service provider‘s
configuration data
– Contains Configuration Management Database
(CMDB)
• Records hardware, software, documentation and
anything else important to IT provision
• Release
– Collection of hardware, software, documentation,
processes or other things require to implement one
or more approved changes to IT Services

Key Concepts
• Incident
– Unplanned interruption to an IT service or
an unplanned reduction in its quality
• Work-around
– Reducing or eliminating the impact of an
incident without resolving it
• Problem
– Unknown underlying cause of one or more
incidents

4 Ps of Service Management
• People – skills, training, communication
• Processes – actions, activities, changes, goals
• Products – tools, monitor, measure, improve
• Partners – specialist suppliers

ITIL Services Lifecycle
Lifecycle of a service, from ‗cradle‘ to
‗grave‘
Stages (includes multiple processes):
• Service strategy
• Service gets approved
• Service design
• Service is designed
• Service transition
• Service is tested
• Service operation
• Coordinate and carry out activities
and processes required to deliver
the service and manage them at
agreed levels
• Continual Service Improvement
(CSI)
• Continually align and re-align IT
services to changing needs

The Service Lifecycle
• Service Strategy
– Strategy generation
– Financial management
– Service portfolio management
– Demand management
• Service Design
– Capacity, Availability, Info Security
Management
– Service level & Supplier
Management
• Service Transition
– Planning & Support
– Release & Deployment
– Asset & Config management
– Change management
– Knowledge Management
• Service Operation
– Problem & Incident management
– Request fulfilment
– Event & Access management
• Continual Service
Improvement
– Service measurement & reporting
– 7-step improvement process

Core ITIL v3 Library

Service Strategy
• Practical Decision making
• Business Eco systems
• From value chains to value nets
• Adaptive processes for customers,
services and strategies
• Linking to external practices and
standards
• Managing uncertainty and complexity
• Increasing the economic life of services
• Selecting, adapting and tuning the best
IT service strategies
Provides the guidance on how to
design, develop, and implement
service management as a
strategic asset.

Service Design
• Pragmatic Service Blueprint
• Policies, Architecture, Portfolios, service
models
• Effective technology, process and
measurement design
• Outsource, shared services, co-source
models? How to decide & how to do it
• The service package of utility, warranty,
capability, metrics tree
• Triggers for re-designGuides the design and
development of services and
service management
processes

Service Transition
• Managing Change, Risk and Quality
Assurance
• Newly designed Change, Release &
Configuration processes
• Risk and quality assurance of design
• Managing organization & cultural change
during transition
• Service knowledge management system
• Integrating projects into transition
• Creating & selecting transition models
Provides guidance for the
development and improvement of
capabilities necessary to transition
new and/or changed services into
operations

Service Operation
• Responsive, stable services
• Robust end to end operations practices
• Redesigned, incident and problem
processes
• New functions and processes
• Event, technology and request
management
• Influencing strategy, design, transition
and improvement
• SOA, virtualization, adaptive, agile
service operation models
Tailors guidance on achieving
effectiveness and efficiency in the
delivery and support of services such
that value is achieved for the customer
and captured by the service provider

Continual Service Improvement
• Measurements that mean something and
improvements that work
• The business case for ROI
• Getting past just talking about it
• Overall health of ITSM
• Portfolio alignment in real-time with
business needs
• Growth and maturity of SM practice
• How to measure, interpret and execute
results
Sustains the creation and
maintenance of customer value
through better design, introduction,
and operation of services

Do We Need ITIL?
Is our Help Desk Terminology ITIL Compliant?
• Help Desk = Service Desk
• Issues / Service Requests = Incidents
• Root Cause Analysis = Problem Mgmt.
• Asset Tracking = Configuration Mgmt.
• Change Mgmt. = Change Mgmt.
• Software Rollouts = Release Mgmt.
• Disaster Recovery = IT Service Continuity Mgmt.

Do We Need ITIL?
Are our Help Desk Processes “Aligned” with ITIL?
• Incident Mgmt. – Restore normal service operation
as quickly as possible
• Problem Mgmt. – Prevent recurrence of Incidents
• Service Level Mgmt. – Adherence to SLA‘s and
OLA‘s
• Change Mgmt. – Ensures standardized methods
and procedures are used

Is ITIL Right for Us?
Should you Implement in your Help Desk?
• ITIL is not an alternative framework, but:
– Builds on what has already been started and are doing well
– Not an obscure theory, but guidelines based on what has been proven to work
– At the core of what we do, not an add-on
• ITIL is a well established, easily accessible, affordable process model for IT
service management that is built around a set of best practices.
• ITIL is better known for its back-office operational process definitions than
for its application management processes.
• ITIL is based on defining best-practice processes for IT service delivery and
support, rather than defining a broad-based control framework.
• ITIL's structure enables incremental adoption, which facilitates continuous
improvement.
Source: Gartner Research

ITIL Applied
Examples

Pharmaceuticals
• 4 Locations, 3k+ staff, 90k devices, 3
data centres
• Challenges
– Service Delivery Problems
• Outages due to upgrades, changes, etc.
– Poor support for business stakeholders
• Lack of consistent processes and procedures
– Non Compliance with regulations
• SOX, ISO, FDA, etc.

Pharmaceutical- ITIL
• Application Management
– Define application development standards and
processes
• Incident Management
– Define and publish procedures for support
• Change Management
– Change Advisory Board (CAB) with cross company
representation
– Validation of change documentation before change
occurs (Service Validation and Testing)

Pharmaceutical- Results
• Delivery - Speed to Market
– Product cycle (concept to Shelf) shortened 30%
• Reduction of Outages
– Unplanned outages virtually eliminated
– Planned outages non-intrusive to business
• Compliance – back in scope
– Validation, planning, testing and Documentation
satisfied requirements

Call Centre
• 155 Locations, 7 business units,
150,000+ staff, 1million+ devices, 5 data
centres
• Challenges
– Service Delivery Problems
• Outages due to upgrades, changes, etc.
– Poor support for business stakeholders
• Lack of consistent processes and procedures
– Non Compliance with regulations
• SOX, ISO, FDA, client regulations, etc.

Call Centre - ITIL
• Service Portfolio Management
– Create Service Catalogue, SLA‘s, OLA‘s, UC‘s
• Incident Management
– Define and publish procedures for support
• Change Management
– CAB with cross company representation
– Validation of change documentation before
change occurs (Service Validation and
Testing)

Call Centre- Results
• Service – Stakeholder Satisfaction
– 1st call resolution increased 30% to 70%
– Satisfaction surveys increased 25-85%
• Reduction of Outages
– Unplanned eliminated (1/day – 1/ ~2
months)
– Planned outages non-intrusive to
stakeholders
• Compliance – back in scope
– Validation, planning and Documentation
satisfied requirements

Real World Benefits
• Procter & Gamble
Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL
project has reduced help desk calls by 10%. In four years, the company reported overall
savings of about $500 million.
• Caterpillar
Embarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of
achieving the target response time for incident management on Web-related services jumped
from 60% to more than 90%.
• Nationwide Insurance
Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The
company estimates a $4.3 million ROI over the next three years.
• Capital One
An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and
software-distribution errors, and a 92% reduction in ―business-critical‖ incidents by 2003.

The Case for IT Service Management
• The Business is more and more dependent on IT.
• Complexity of IT constantly increases.
• Customers are demanding more for less.
• Global competitiveness growing at a rapid rate
requiring a more flexible approach to integration.
• Stronger focus on controlling the costs of IT.
• Low customer satisfaction levels.

Benefits to the Organization
• Improve Resource Utilization
• Be more competitive
• Decrease rework
• Eliminate redundant work
• Improve upon project deliverables and time
• Improve availability, reliability and security of mission critical IT services
• Justify the cost of service quality
• Provide services that meet business, customer, and user demands
• Integrate central processes
• Document and communicate roles and responsibilities in service provision
• Learn from previous experience
• Provide demonstrable performance indicators

Why Implement ITIL
• Streamline service delivery and support
processes
• Develop repeatable procedures to aid first
level support groups
• Reduce number of service incidents and
outages
• Implement standards to do things right the
first time
• Perform proactive analysis, prevention and
resolution
• Plan for and ensure future capacity
• Define clear services and service targets
• Accurately allocate and recover costs
• Audit, manage and improve IT processes
Ultimately IT Service Management is about maximizing the ability of IT to
provide services that are cost-effective and meet the expectations and
needs of the business.
Reduce Cost of Operations
Improve Service Quality
Improve Compliance
Improve User Satisfaction

ITIL V3 Foundation Certification
ITIL V3 Foundation Certification

ITIL Certification Tracks

ITIL Certification Tracks
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and
processes of ITIL.
Intermediate Level
There are two streams in the Intermediate level. Both assess an individual’s ability to analyze and apply the concepts of ITIL.
Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.
Intermediate Lifecycle Stream:
This stream includes 5 individual certificates built around
the five core OGC titles, as follows:
• Service Strategy
• Service Design
• Service Transition
• Service Operation, and
• Continual Service Improvement.
Intermediate Capability Stream:
This stream includes 4 individual certificates focusing on detailed
process implementation and management within cluster groupings:
• Operational Support and Analysis (OS&A).
• Service Offerings and Agreements (SO&A).
• Release, Control and Validation (RC&V).
• Planning, Protection and Optimization (PP&O).
ITIL Expert
To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in
addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the
full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme.
ITIL Master
This level of the qualification will assess an individual’s ability to apply and analyze the ITIL concepts in new areas. This higher level
qualification is currently under development

ITIL Foundation Exam Format
ITIL Foundation Exam Format
• There are 40 total multiple choice questions which make up the ITIL Foundation exam
• Individuals have 1 hour to complete the exam
• The exam is closed book and requires a passing score of 65% or greater.
ITIL subject areas outlined in the official ITIL Syllabus and reflect all 5 ITIL Core volumes
(Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service
Improvement).
ITIL Foundation syllabus topics:
• Service Management as a Practice
• The ITIL Service Lifecycle
• Generic Concepts and Definitions
• Key Principles and Models
• Selected Processes
• Selected Functions
• Selected Roles
• Technology and Architecture
• ITIL adopts a service lifecycle approach to IT management. With ITIL, the framework is
comprised of five core volumes which describe the approach.
ITIL Core Volumes (Books): Service Strategy, Service Design, Service Transition, Service
Operation, Continual Service Improvement

ITIL Certification Exam Center
• EXIN http://www.exin-exams.com
• European Examination Institute for Information
Science
• ISEB http://www.bcs.org.uk/iseb/ism2.htm
• The Information Systems Examination Board
• Testing at Prometric (www.prometric.com)

Prudential ITIL Training Program
Prudential Learning Solutions offers the Corporate Training Program “Effective ITSM (IT Service
Management) Using ITIL V3” which enable delegates to understand the disciplines, processes,
techniques and best practices for IT Service Management using ITIL (Information Technology
Infrastructure Library) that is a well known framework for IT Service Management, and widely
accepted and applied worldwide.
This training not only build the foundation for ITSM (IT Service Management) but also prepares the
participants for the ITIL V3 Foundation Certification Exam. This Program is an interactive training
workshop, with exercises; while explaining the practical concepts that facilitates implementation of
these good practices within their organization.
For your ITSM Capacity Building & ITIL V3 F Certification achievement, We work with you that focus on:
 Overview ITIL & ITSM Career
 Overview to Service Management
 Service Management as a Practice
 Key Concepts in Service Management
 Service Management Processes
 Service Management Functions
 ITIL® Qualification scheme
 Summary and Exam Preparation
 Mock Exam Simulation & Practice
Prudential - Solutions For Project Success
2 Days Effective ITSM & ITIL Foundation Exam Prep Workshop

Q&A Session

Company Profile
Transform your Business
Requirements into Prudent
Solution for Project and
Organizational Success

About Us:
Prudential Solutions (Private) Limited is specialized
training and consulting company focusing on
– Project Management.
– Business Analysis.
– IT Management.
– Project HR Development
Prudential Solutions realize that highly skilled
professionals and their continues learning can help to
bridge the gap for project success and organizational
excellence.
Currently we offering the Prudential learning solutions for professionals and
corporate to enhance competencies, productivity to achieve organizational excellence
and ensure their project success.

Prudential IT/IS Management Solutions
Prudential Technology Management
/ITSM Solutions help organizations to
craft right-mix prudent technology
solutions that accurately gauge and
deliver the value from IT for business
growth and sustainability.
We are more focused on solutions rather
than Products to enable organizations to
achieve professional excellence,
competencies, & productivity to sustain
and maximize the business growth.
Prudential - Solutions For Project Success
Our focus is on the following Training &
Consulting Solutions:
• ITSM (IT Service Management) / ITIL
• IT Governance & IT Strategic Planning
• Technology Infrastructure & Management
Solutions
• Application, Product & System Development
Consulting
• Training, Coaching & Mentoring Programs
(Project or Skills Based)

Prudential Learning Solutions
Executive Management Training/ Mentoring
• Trainings for executive management are an important investment—
especially those people, who execute organizational strategies and
lead people.
• We offer Half-Day to Two-Day Executive Training Workshops for
Management Teams, addressing their specific business needs, with
focus to solve and overcome tomorrow's business challenges today.
Professional Certification Exam Prep Bootcamps
• We offer high-class Professional Certification Exam Prep Training
Programs, at faster pace and affordable price with GUARANTEE to
pass in first attempt.
Corporate Training/Coaching/Mentoring Programs
• We offer training solutions that reflect organizational specific
learning needs, processes, culture & industry. We also help
organizations to prepare and conduct custom-design training
programs that meet their environment specific requirements.
OUR FEATURED TRAININGS
Project Management:
• Agile Project Management / SCRUM
• Effective PM For Engineers & Scientist
• Microsoft Project /Project Server 2010
• Professional Certifications Exam Prep
(PMP/ PgMP/ PMI-ACP /PMI-SP /PMI-RMP)
Business Analysis:
• Effective Business Analysis
• Business Analysis For Project Manager
• BA Certification Exam Prep
IT/IS Management:
• Effective ITSM With ITIL V3 Framework
• IT/IS Strategic Planning & Management
• ITIL Certification Exam Prep
People/ Soft Skills:
People/ Soft Skills For Project Success
(For Project Managers, IT Managers, Business
Analysts & Project Team Members)
Call Us For Complementary Orientation Seminar For Your Organization & TNA.

Some of Our Clients & Participant's Organizations

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Thank you for your interest in Prudential Solutions; If you have any query
call us or email us.
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Cell: (+92) 0333 – PRUDSOL (7783765) / 0311-8556281
Phone: (+92) 051- 122-000-456
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Email: info@prudsol.com
trainings@prudsol.com
Website: www.prudsol.com

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