Join us for an overview of ITIL 2011 updates. This session describes the scope and benefits of the updates, key changes to each core book and a high-level overview of the new processes.

1. Welcome!
Wl !
ITIL 2011 Explained
E plained
Donna Knapp
Curriculum Development Manager
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ITSM Academy
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Welcome!

3. Agenda
A d
 Scope and benefits of the ITIL
2011 updates
 Key changes to each book
 High-level overview of new
processes
Thanks for joining us today.
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4. ITIL® 2011
© ITSM Academy ITIL® is a Registered Trade Mark of the Cabinet Office.

5. Scope and Benefits of the ITIL 2011 Updates
 Resolve any errors or
inconsistencies
 Address issues raised in the
Change Control Log
 Address feedback from the
training community
 Make the Service Strategy
publication more accessible
bl bl
Find additional information and the official ITIL
2011 glossary at itil-officialsite.com.
© ITSM Academy 5

6. Global Changes
 Chapters 1 and 2
refined Process Template
 Purpose and objectives
 All processes reflect a  Scope
consistent template
p  Value to business
 Policies, principle and basic concepts
 Figures refined and  Process activities, methods and
explained techniques
 Triggers, i
Ti inputs, outputs and
d
 Roles refined and interfaces
generic roles added  Information management
 y
Critical success factors and key
 Improved linkages from performance indicators
book to book  Challenges and risks
 Glossary matches text
y
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7. Service Strategy
S i St t
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8. Service Strategy Updates
 More examples!
 More detailed guidance
Business strategy and IT strategy
 Strategy assessment, generation and
execution
Governance
Cloud computing
Organizational structure
 References to Product Manager
changed to Service Owner
 New/refined processes
© ITSM Academy 8

9. Service Strategy Processes
Service Strategy Service Design Service Transition Service Operation
Service Strategy
Continu Service
Strategy Mgmt for IT Services
ovement
Service Portfolio Mgmt Service Portfolio
ual
Financial Mgmt
Fi i lM
Impro
Service Catalog
Demand Mgmt
Business Relationship Mgmt
Business/ Service
Suppliers
Customers Provider
© ITSM Academy 9

10. Strategy Management for IT Services
Strategy Management defines and maintains an organization’s
perspective, position, plans and patterns with regard to its
services and the management of those services.
 Perspective – vision and mission
 Position – relative to its customers
and other service providers
 Plans – IT strategy service
strategy,
management strategy, service
strategy
 P tt
Patterns – H th organization
How the i ti
translates strategic plans into tactical
and operational plans
© ITSM Academy 10 ITIL Text - SS 4.1.1

11. Service Portfolio Management
Service Strategy
Define •Services
•Business cases
Analyze •Value proposition
Prioritization
•Prioritization
Approve
•Change proposal Change
•Authorization Management
M t
Charter
•Communication Project
•Resource allocation Management
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
© ITSM Academy 11

12. Business Relationship Management (BRM)
Purpose and Scope
BRM’s purpose is two-fold
 Establish and maintain a business
relationship between service
provider and customer
 Identify customer needs and
ensure service provider is able to
meet those needs
The scope of BRM focuses on the relationship between the service
provider and its customers and the customers’ level of satisfaction.
Other processes focus on the services themselves and the extent to
p
which they meet the stated requirements.
© ITSM Academy 12 ITIL Text - SS 4.5.1, 4.5.2

13. BRM/Service Level Management (SLM) Differences
BRM SLM
• Establish and maintain business • Negotiate service level agreements
relationship (warranty terms) with customers
• Identify customer needs (utility and • Ensure all SM processes, operational level
warranty)
t ) agreements and contracts are
t d t t
• Ensure service provider can meet needs appropriate for the agreed service level
targets
Focus Focus
• Strategic and tactical • Tactical and operational
Primary measure Primary measure
• Customer satisfaction (including • Achieving agreed levels of service (which
willingness to recommend service to leads to customer satisfaction)
others)
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
BRM is the primary process for strategic communication with customers for
all service provider departments, including application development.
© ITSM Academy 13 ITIL Text - SS 4.5.2, SD 4.3.2.1

14. Service Design
S i D i
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15. Service Design Updates
 Improved consistency relative
to the five aspects of Service
Design
 Refined descriptions of the
Service Catalog and
associated statuses
 N process
New
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16. Service Design Processes
Service Strategy Service Design Service Transition Service Operation
Service Design
Design Coordination
Continu Service
Service Catalog Management
ovement
Service Level Management
Service Portfolio
Availability Management
ual
Impro
Capacity Management Service Catalog
IT Service Continuity Management
Information Security Management
y
Supplier Management
Business/ Service
Suppliers
Customers Provider
© ITSM Academy 16

17. Design Coordination (1)
Design Coordination ensures Service Design goals and objectives
are met by providing and maintaining a single point of coordination
and control for all activities and processes within the stage.
d t lf ll ti iti d ithi th t
 Scope includes
 new or changed service solutions that are being
All
designed for transition into (or out of) the live
environment
 Most activities will focus on design efforts that are
Part of a project
Associated with changes of a defined type (e.g., major
changes)
Each organization defines the criteria that will determine the level
of rigor to be applied in Design Coordination for each design.
© ITSM Academy 17 ITIL Text - SD 4.1.1, 4.1.2

18. © ITSM Academy
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
e
18
Design Coordination (2)

19. Service Transition
S i T iti
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20. Service Transition Updates
 Change Management
 Refined flowchart
 Refined description of change proposals
 Improved descriptions
 Configuration item
 Configuration management system
 Service knowledge management system
 Evaluation renamed to Change Evaluation
 High-level process flow added to Release and
Deployment M
D l Management
 Additional language regarding Service Asset
Management
g
© ITSM Academy 20

21. Service Transition Processes
Service Strategy Service Design Service Transition Service Operation
Service Transition
Transition Planning and Support
Continu Service
ovement
Change Management
Service Asset and Configuration Mgmt Service Portfolio
ual
Impro
Change Evaluation
Service Validation and Testing Service Catalog
Release and Deployment Management
Knowledge Management
Business/ Service
Suppliers
Customers Provider
© ITSM Academy 21

22. Service Operation
S i O ti
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23. Service Operation Updates
 Refined process flows
 N process flows
New fl
 Access Management
 Request Fulfillment
 Improved descriptions
 Service requests
 Request models
 Event filtering and correlation
 P
Procedure added for incident matching
d dd d f d h
 Additional problem analysis techniques
 Cl ifi ti regarding A li ti M
Clarification di Application Management and
t d
Application Development
© ITSM Academy 23

24. Service Operation Processes
Service Strategy Service Design Service Transition Service Operation
Service Operation
Event Management
Continu Service
Incident Management
ovement
Problem Management
Request Fulfillment Service Portfolio
ual
Impro
Access Management
Service Desk Function Service Catalog
Technical Management Function
Application Management Function
IT Operations Management Function
Business/ Service
Suppliers
Customers Provider
© ITSM Academy 24

25. Continual S i Improvement
C ti l Service I t
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26. CSI Updates
 Refinements to Seven-step
Improvement process
 CSI Model renamed CSI Approach
 New concept – CSI Register
Database or structured document used
to record and manage improvement
opportunities throughout their lifecycle
 S i measurement and reporting
Service t d ti
represented as principles
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27. CSI Processes
Service Strategy Service Design Service Transition Service Operation
Service Operation
Continu Service
ovement
Service Portfolio
Seven-step Improvement
ual
Impro
Service Catalog
Business/ Service
Suppliers
Customers Provider
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28. Want to Learn More?
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3 credits each 4 credits each
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SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
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V3 F
Foundation
d ti
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29. Questions?
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30. ITSM Academy Affiliates
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31. Visible OPS
Certified Process
From Help Desk to Design Engineer (CPDE) ITIL SOA
Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Transition
ITIL Service Transition Overview
ITIL Service Operation
Service Operation
ITIL Continual Overview
Service Improvement
Assigning Dynamic Roles ITIL
and Responsibilities Foundation
ISO/IEC 20000
Apollo 13 Simulation Foundation
MOF
Foundation
ITIL Executive Overview
Customer Service
ITSM Excellence
ITIL O
Overview
i
Leadership Skills
Building Blocks of
Process Design
ISO/IEC 20000 Overview
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Grey boxes represent non-certification courses including workshops and simulations.

32. IT Service Management Professional
(ITSMP) Diplomas
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Education, Florida Department of
Education, offering occupational
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On our website, this symbol
indicates courses which accrue clock
hours toward a Diploma as:
 Change Manager 
 Support Manager 
 Service Level Manager 
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