Suche senden
Hochladen
ITIL V3 and Service Design - ITSM Academy Webinar
•
6 gefällt mir
•
2,495 views
ITSM Academy, Inc.
Folgen
ITIL Service Design, from our Ripped From the Classroom Series
Weniger lesen
Mehr lesen
Technologie
Melden
Teilen
Melden
Teilen
1 von 19
Jetzt herunterladen
Downloaden Sie, um offline zu lesen
Empfohlen
ITIL Mind Map v1.0 - ITIL Service Design Processes
ITIL Mind Map v1.0 - ITIL Service Design Processes
Danny Wong
ITIL Mind Map v1.0 - ITIL Service Design
ITIL Mind Map v1.0 - ITIL Service Design
Danny Wong
ITILv3 Service Design
ITILv3 Service Design
Procept Associates
ITIL Mind Map v1.0 - ITIL Service Strategy
ITIL Mind Map v1.0 - ITIL Service Strategy
Danny Wong
ITIL Mind Map v1.0 - ITIL Service Strategy Processes
ITIL Mind Map v1.0 - ITIL Service Strategy Processes
Danny Wong
Itil v3 foundation study guide service design
Itil v3 foundation study guide service design
Muhammad Zamzani
ITIL® v3 Overview
ITIL® v3 Overview
Oleksa Stelmakh
ITIL V3 Foundation
ITIL V3 Foundation
Alireza Ghahremani Farahnak
Empfohlen
ITIL Mind Map v1.0 - ITIL Service Design Processes
ITIL Mind Map v1.0 - ITIL Service Design Processes
Danny Wong
ITIL Mind Map v1.0 - ITIL Service Design
ITIL Mind Map v1.0 - ITIL Service Design
Danny Wong
ITILv3 Service Design
ITILv3 Service Design
Procept Associates
ITIL Mind Map v1.0 - ITIL Service Strategy
ITIL Mind Map v1.0 - ITIL Service Strategy
Danny Wong
ITIL Mind Map v1.0 - ITIL Service Strategy Processes
ITIL Mind Map v1.0 - ITIL Service Strategy Processes
Danny Wong
Itil v3 foundation study guide service design
Itil v3 foundation study guide service design
Muhammad Zamzani
ITIL® v3 Overview
ITIL® v3 Overview
Oleksa Stelmakh
ITIL V3 Foundation
ITIL V3 Foundation
Alireza Ghahremani Farahnak
ITIL Service Operation
ITIL Service Operation
Marvin Sirait
ITIL V3 Summary
ITIL V3 Summary
Maganathin Veeraragaloo
ITIL Foundation Training - A guide to beginners
ITIL Foundation Training - A guide to beginners
Celtem Learning
ITIL V3 And Service Transition - ITSM Academy Webinar
ITIL V3 And Service Transition - ITSM Academy Webinar
ITSM Academy, Inc.
4 itil v3 service design v1.8
4 itil v3 service design v1.8
Karthik Arumugham
ITIL V3 Overview
ITIL V3 Overview
Allwyn George
Service Design
Service Design
Peleg
Information Technology Infrastructure Library
Information Technology Infrastructure Library
COEPD HR
ITIL V3 Overview
ITIL V3 Overview
RamPrasad Kurakula
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processes
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processes
Richard Grieman
Itil Mind Maps
Itil Mind Maps
Lyju Thomas
ITIL overview
ITIL overview
QAI
itil v3 for dummies
itil v3 for dummies
Abdessamad Mountadi
ITIL 2011 Foundation Overview
ITIL 2011 Foundation Overview
► Supreme Mandal ◄
Introduction To ITIL
Introduction To ITIL
University ITSM
What Every Project Manager Should Know About Itil
What Every Project Manager Should Know About Itil
Daniel Cayouette
ITIL V3 and Service Operation - ITSM Academy Webinar
ITIL V3 and Service Operation - ITSM Academy Webinar
ITSM Academy, Inc.
ITIL presentation
ITIL presentation
mhormech
An introduction to service management (itil)
An introduction to service management (itil)
nuwulang
Itil & Process Concepts Awareness Tadawul 5 Of March 2007
Itil & Process Concepts Awareness Tadawul 5 Of March 2007
Abdulaziz AlFaify
ITIL Service Strategy - ITSM Academy Webinar
ITIL Service Strategy - ITSM Academy Webinar
ITSM Academy, Inc.
We Don't Like our Service Management Tool
We Don't Like our Service Management Tool
ITSM Academy, Inc.
Weitere ähnliche Inhalte
Was ist angesagt?
ITIL Service Operation
ITIL Service Operation
Marvin Sirait
ITIL V3 Summary
ITIL V3 Summary
Maganathin Veeraragaloo
ITIL Foundation Training - A guide to beginners
ITIL Foundation Training - A guide to beginners
Celtem Learning
ITIL V3 And Service Transition - ITSM Academy Webinar
ITIL V3 And Service Transition - ITSM Academy Webinar
ITSM Academy, Inc.
4 itil v3 service design v1.8
4 itil v3 service design v1.8
Karthik Arumugham
ITIL V3 Overview
ITIL V3 Overview
Allwyn George
Service Design
Service Design
Peleg
Information Technology Infrastructure Library
Information Technology Infrastructure Library
COEPD HR
ITIL V3 Overview
ITIL V3 Overview
RamPrasad Kurakula
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processes
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processes
Richard Grieman
Itil Mind Maps
Itil Mind Maps
Lyju Thomas
ITIL overview
ITIL overview
QAI
itil v3 for dummies
itil v3 for dummies
Abdessamad Mountadi
ITIL 2011 Foundation Overview
ITIL 2011 Foundation Overview
► Supreme Mandal ◄
Introduction To ITIL
Introduction To ITIL
University ITSM
What Every Project Manager Should Know About Itil
What Every Project Manager Should Know About Itil
Daniel Cayouette
ITIL V3 and Service Operation - ITSM Academy Webinar
ITIL V3 and Service Operation - ITSM Academy Webinar
ITSM Academy, Inc.
ITIL presentation
ITIL presentation
mhormech
An introduction to service management (itil)
An introduction to service management (itil)
nuwulang
Itil & Process Concepts Awareness Tadawul 5 Of March 2007
Itil & Process Concepts Awareness Tadawul 5 Of March 2007
Abdulaziz AlFaify
Was ist angesagt?
(20)
ITIL Service Operation
ITIL Service Operation
ITIL V3 Summary
ITIL V3 Summary
ITIL Foundation Training - A guide to beginners
ITIL Foundation Training - A guide to beginners
ITIL V3 And Service Transition - ITSM Academy Webinar
ITIL V3 And Service Transition - ITSM Academy Webinar
4 itil v3 service design v1.8
4 itil v3 service design v1.8
ITIL V3 Overview
ITIL V3 Overview
Service Design
Service Design
Information Technology Infrastructure Library
Information Technology Infrastructure Library
ITIL V3 Overview
ITIL V3 Overview
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processes
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processes
Itil Mind Maps
Itil Mind Maps
ITIL overview
ITIL overview
itil v3 for dummies
itil v3 for dummies
ITIL 2011 Foundation Overview
ITIL 2011 Foundation Overview
Introduction To ITIL
Introduction To ITIL
What Every Project Manager Should Know About Itil
What Every Project Manager Should Know About Itil
ITIL V3 and Service Operation - ITSM Academy Webinar
ITIL V3 and Service Operation - ITSM Academy Webinar
ITIL presentation
ITIL presentation
An introduction to service management (itil)
An introduction to service management (itil)
Itil & Process Concepts Awareness Tadawul 5 Of March 2007
Itil & Process Concepts Awareness Tadawul 5 Of March 2007
Ähnlich wie ITIL V3 and Service Design - ITSM Academy Webinar
ITIL Service Strategy - ITSM Academy Webinar
ITIL Service Strategy - ITSM Academy Webinar
ITSM Academy, Inc.
We Don't Like our Service Management Tool
We Don't Like our Service Management Tool
ITSM Academy, Inc.
Exploring the Service Lifecycle
Exploring the Service Lifecycle
Matthew Schwartz
About ITIL Foundation
About ITIL Foundation
ITSM Academy, Inc.
Underpinning Agreements: Keeping the End Goal in Mind
Underpinning Agreements: Keeping the End Goal in Mind
ITSM Academy, Inc.
ITIL 2011 Explained
ITIL 2011 Explained
ITSM Academy, Inc.
Using Six Sigma to Drive Service Desk Improvements
Using Six Sigma to Drive Service Desk Improvements
kirkholmes11
IT and Business Service Catalogs
IT and Business Service Catalogs
ITSM Academy, Inc.
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar
ITSM Academy, Inc.
ITIL Foundation Training
ITIL Foundation Training
stefanhenry
ITIL Continual Service Improvement - ITSM Academy Webinar
ITIL Continual Service Improvement - ITSM Academy Webinar
ITSM Academy, Inc.
Putting the PRO in PROcess Design - ITSM Academy Webinar
Putting the PRO in PROcess Design - ITSM Academy Webinar
ITSM Academy, Inc.
Using Six Sigma to Drive Tangible Service Desk Improvement and Savings
Using Six Sigma to Drive Tangible Service Desk Improvement and Savings
ITSM Academy, Inc.
An introduction to_service_management_(itil)
An introduction to_service_management_(itil)
nuwulang
ISO 20K is Not Scary
ISO 20K is Not Scary
ITSM Academy, Inc.
ITSM Academy Webinar - Process Maturity, It's Not About the Numbers
ITSM Academy Webinar - Process Maturity, It's Not About the Numbers
ITSM Academy, Inc.
ITIL® im Microsoft-Umfeld: Einführung in das MOF
ITIL® im Microsoft-Umfeld: Einführung in das MOF
Digicomp Academy AG
aap3 ITSM Consulting Flyer
aap3 ITSM Consulting Flyer
whitlockp
How to Create an Undisputable Service Management Business Case
How to Create an Undisputable Service Management Business Case
ITSM Academy, Inc.
How to Create an Undisputable Service Management Business Case
How to Create an Undisputable Service Management Business Case
Nina Segura
Ähnlich wie ITIL V3 and Service Design - ITSM Academy Webinar
(20)
ITIL Service Strategy - ITSM Academy Webinar
ITIL Service Strategy - ITSM Academy Webinar
We Don't Like our Service Management Tool
We Don't Like our Service Management Tool
Exploring the Service Lifecycle
Exploring the Service Lifecycle
About ITIL Foundation
About ITIL Foundation
Underpinning Agreements: Keeping the End Goal in Mind
Underpinning Agreements: Keeping the End Goal in Mind
ITIL 2011 Explained
ITIL 2011 Explained
Using Six Sigma to Drive Service Desk Improvements
Using Six Sigma to Drive Service Desk Improvements
IT and Business Service Catalogs
IT and Business Service Catalogs
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar
Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar
ITIL Foundation Training
ITIL Foundation Training
ITIL Continual Service Improvement - ITSM Academy Webinar
ITIL Continual Service Improvement - ITSM Academy Webinar
Putting the PRO in PROcess Design - ITSM Academy Webinar
Putting the PRO in PROcess Design - ITSM Academy Webinar
Using Six Sigma to Drive Tangible Service Desk Improvement and Savings
Using Six Sigma to Drive Tangible Service Desk Improvement and Savings
An introduction to_service_management_(itil)
An introduction to_service_management_(itil)
ISO 20K is Not Scary
ISO 20K is Not Scary
ITSM Academy Webinar - Process Maturity, It's Not About the Numbers
ITSM Academy Webinar - Process Maturity, It's Not About the Numbers
ITIL® im Microsoft-Umfeld: Einführung in das MOF
ITIL® im Microsoft-Umfeld: Einführung in das MOF
aap3 ITSM Consulting Flyer
aap3 ITSM Consulting Flyer
How to Create an Undisputable Service Management Business Case
How to Create an Undisputable Service Management Business Case
How to Create an Undisputable Service Management Business Case
How to Create an Undisputable Service Management Business Case
Mehr von ITSM Academy, Inc.
SRE Roundtable with 4 DevOps Ambassadors
SRE Roundtable with 4 DevOps Ambassadors
ITSM Academy, Inc.
How to improve Customer and Employee Experience with IT Service Management
How to improve Customer and Employee Experience with IT Service Management
ITSM Academy, Inc.
ITIL® 4 DSV - Drive Stakeholder Value
ITIL® 4 DSV - Drive Stakeholder Value
ITSM Academy, Inc.
ITIL® 4 HVIT - High Velocity IT
ITIL® 4 HVIT - High Velocity IT
ITSM Academy, Inc.
ITIL4 and ServiceNow
ITIL4 and ServiceNow
ITSM Academy, Inc.
Adding Value with Change Management
Adding Value with Change Management
ITSM Academy, Inc.
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
ITSM Academy, Inc.
Artificial Intelligence (AI) & The Future of Employee Service
Artificial Intelligence (AI) & The Future of Employee Service
ITSM Academy, Inc.
Change Control in ITIL4: So Much More Than a New Name
Change Control in ITIL4: So Much More Than a New Name
ITSM Academy, Inc.
Introducing “The V*A*L*U*E Formula: Do more with less and reduce stress"
Introducing “The V*A*L*U*E Formula: Do more with less and reduce stress"
ITSM Academy, Inc.
The Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level Agreements
ITSM Academy, Inc.
DevSecOps - Blue is the new Green
DevSecOps - Blue is the new Green
ITSM Academy, Inc.
Mapping Your Journey to ITIL Island
Mapping Your Journey to ITIL Island
ITSM Academy, Inc.
More on ITIL 4. The Conversation Continues
More on ITIL 4. The Conversation Continues
ITSM Academy, Inc.
ITIL 4. The Next Evolution
ITIL 4. The Next Evolution
ITSM Academy, Inc.
Ask Me Anything - Lean Edition
Ask Me Anything - Lean Edition
ITSM Academy, Inc.
Innovate ITIL with DevOps
Innovate ITIL with DevOps
ITSM Academy, Inc.
Modernizing Service Management Processes with Self-Service Access
Modernizing Service Management Processes with Self-Service Access
ITSM Academy, Inc.
Service Portfolio - Preparing for the Future of your Organization
Service Portfolio - Preparing for the Future of your Organization
ITSM Academy, Inc.
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
ITSM Academy, Inc.
Mehr von ITSM Academy, Inc.
(20)
SRE Roundtable with 4 DevOps Ambassadors
SRE Roundtable with 4 DevOps Ambassadors
How to improve Customer and Employee Experience with IT Service Management
How to improve Customer and Employee Experience with IT Service Management
ITIL® 4 DSV - Drive Stakeholder Value
ITIL® 4 DSV - Drive Stakeholder Value
ITIL® 4 HVIT - High Velocity IT
ITIL® 4 HVIT - High Velocity IT
ITIL4 and ServiceNow
ITIL4 and ServiceNow
Adding Value with Change Management
Adding Value with Change Management
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Artificial Intelligence (AI) & The Future of Employee Service
Artificial Intelligence (AI) & The Future of Employee Service
Change Control in ITIL4: So Much More Than a New Name
Change Control in ITIL4: So Much More Than a New Name
Introducing “The V*A*L*U*E Formula: Do more with less and reduce stress"
Introducing “The V*A*L*U*E Formula: Do more with less and reduce stress"
The Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level Agreements
DevSecOps - Blue is the new Green
DevSecOps - Blue is the new Green
Mapping Your Journey to ITIL Island
Mapping Your Journey to ITIL Island
More on ITIL 4. The Conversation Continues
More on ITIL 4. The Conversation Continues
ITIL 4. The Next Evolution
ITIL 4. The Next Evolution
Ask Me Anything - Lean Edition
Ask Me Anything - Lean Edition
Innovate ITIL with DevOps
Innovate ITIL with DevOps
Modernizing Service Management Processes with Self-Service Access
Modernizing Service Management Processes with Self-Service Access
Service Portfolio - Preparing for the Future of your Organization
Service Portfolio - Preparing for the Future of your Organization
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Kürzlich hochgeladen
04-2024-HHUG-Sales-and-Marketing-Alignment.pptx
04-2024-HHUG-Sales-and-Marketing-Alignment.pptx
HampshireHUG
08448380779 Call Girls In Friends Colony Women Seeking Men
08448380779 Call Girls In Friends Colony Women Seeking Men
Delhi Call girls
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
Miguel Araújo
The 7 Things I Know About Cyber Security After 25 Years | April 2024
The 7 Things I Know About Cyber Security After 25 Years | April 2024
Rafal Los
Kalyanpur ) Call Girls in Lucknow Finest Escorts Service 🍸 8923113531 🎰 Avail...
Kalyanpur ) Call Girls in Lucknow Finest Escorts Service 🍸 8923113531 🎰 Avail...
gurkirankumar98700
Enhancing Worker Digital Experience: A Hands-on Workshop for Partners
Enhancing Worker Digital Experience: A Hands-on Workshop for Partners
ThousandEyes
Slack Application Development 101 Slides
Slack Application Development 101 Slides
praypatel2
Transcript: #StandardsGoals for 2024: What’s new for BISAC - Tech Forum 2024
Transcript: #StandardsGoals for 2024: What’s new for BISAC - Tech Forum 2024
BookNet Canada
FULL ENJOY 🔝 8264348440 🔝 Call Girls in Diplomatic Enclave | Delhi
FULL ENJOY 🔝 8264348440 🔝 Call Girls in Diplomatic Enclave | Delhi
soniya singh
Salesforce Community Group Quito, Salesforce 101
Salesforce Community Group Quito, Salesforce 101
Paola De la Torre
How to convert PDF to text with Nanonets
How to convert PDF to text with Nanonets
naman860154
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
Delhi Call girls
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
Pooja Nehwal
Boost PC performance: How more available memory can improve productivity
Boost PC performance: How more available memory can improve productivity
Principled Technologies
08448380779 Call Girls In Civil Lines Women Seeking Men
08448380779 Call Girls In Civil Lines Women Seeking Men
Delhi Call girls
Histor y of HAM Radio presentation slide
Histor y of HAM Radio presentation slide
vu2urc
Scaling API-first – The story of a global engineering organization
Scaling API-first – The story of a global engineering organization
Radu Cotescu
Breaking the Kubernetes Kill Chain: Host Path Mount
Breaking the Kubernetes Kill Chain: Host Path Mount
Puma Security, LLC
Finology Group – Insurtech Innovation Award 2024
Finology Group – Insurtech Innovation Award 2024
The Digital Insurer
🐬 The future of MySQL is Postgres 🐘
🐬 The future of MySQL is Postgres 🐘
RTylerCroy
Kürzlich hochgeladen
(20)
04-2024-HHUG-Sales-and-Marketing-Alignment.pptx
04-2024-HHUG-Sales-and-Marketing-Alignment.pptx
08448380779 Call Girls In Friends Colony Women Seeking Men
08448380779 Call Girls In Friends Colony Women Seeking Men
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
Mastering MySQL Database Architecture: Deep Dive into MySQL Shell and MySQL R...
The 7 Things I Know About Cyber Security After 25 Years | April 2024
The 7 Things I Know About Cyber Security After 25 Years | April 2024
Kalyanpur ) Call Girls in Lucknow Finest Escorts Service 🍸 8923113531 🎰 Avail...
Kalyanpur ) Call Girls in Lucknow Finest Escorts Service 🍸 8923113531 🎰 Avail...
Enhancing Worker Digital Experience: A Hands-on Workshop for Partners
Enhancing Worker Digital Experience: A Hands-on Workshop for Partners
Slack Application Development 101 Slides
Slack Application Development 101 Slides
Transcript: #StandardsGoals for 2024: What’s new for BISAC - Tech Forum 2024
Transcript: #StandardsGoals for 2024: What’s new for BISAC - Tech Forum 2024
FULL ENJOY 🔝 8264348440 🔝 Call Girls in Diplomatic Enclave | Delhi
FULL ENJOY 🔝 8264348440 🔝 Call Girls in Diplomatic Enclave | Delhi
Salesforce Community Group Quito, Salesforce 101
Salesforce Community Group Quito, Salesforce 101
How to convert PDF to text with Nanonets
How to convert PDF to text with Nanonets
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
08448380779 Call Girls In Diplomatic Enclave Women Seeking Men
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
WhatsApp 9892124323 ✓Call Girls In Kalyan ( Mumbai ) secure service
Boost PC performance: How more available memory can improve productivity
Boost PC performance: How more available memory can improve productivity
08448380779 Call Girls In Civil Lines Women Seeking Men
08448380779 Call Girls In Civil Lines Women Seeking Men
Histor y of HAM Radio presentation slide
Histor y of HAM Radio presentation slide
Scaling API-first – The story of a global engineering organization
Scaling API-first – The story of a global engineering organization
Breaking the Kubernetes Kill Chain: Host Path Mount
Breaking the Kubernetes Kill Chain: Host Path Mount
Finology Group – Insurtech Innovation Award 2024
Finology Group – Insurtech Innovation Award 2024
🐬 The future of MySQL is Postgres 🐘
🐬 The future of MySQL is Postgres 🐘
ITIL V3 and Service Design - ITSM Academy Webinar
1.
Welcome
W l Service Design S i D i Where value is designed © ITSM Academy, Service Design 1109
2.
About ITSM Academy
Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation Washington, DC - Public ITIL® Foundation and Managers Bridge Corporate on-site Classes ITIL® Lifecycle, Capability and MALC Virtual Classes ITIL® Practitioner Service Manager (V2) Practitioner, Courseware Licensing Certified Process Design Engineer (CPDE)® Alumni Program Microsoft Operations Framework (MOF) PMI Global Education Provider Foundation Federal Government (GSA) Go ernment ISO/IEC 20000 Foundation Contractor PMI PMP Exam Prep Certified Woman-Owned Practical, Value Add Practical Value-Add Workshops Tens f th T of thousands of learners d fl Apollo 13 - an ITSM Case Experience™ trained since 2003 Visible Ops: The Class ITIL, MOF, ITIL MOF ISO 20K A Awareness And More! Welcome! © ITSM Academy, Service Design 1109 2
3.
Agenda
Service Design Purpose Scope Where to begin Role of Service Design processes You are here © Crown copyright 2007. Reproduced under license from OGC. © ITSM Academy, Service Design 1109 3
4.
Service Design
Purpose, Goals and Objectives Design new or changed services for introduction into the live environment Design services that Satisfy business objectives Can be easily developed and enhanced Are secure and resilient Identify and help remove or mitigate risks Produce IT plans, policies and standards Develop the skills and capability within IT needed to efficiently and effectively use IT resources y y Scope includes: Significant changes All aspects of design © ITSM Academy, Service Design 1109 4
5.
Where to Begin?
– Service Strategy Service Portfolio, Financial and Demand Management help balance Business requirements IT’s capabilities and resources to deliver valuable services Service Strategy d fi S i St t defines policies, li i guidelines and processes across the service lifecycle Service Strategy helps service providers determine what services to offer and to whom. © ITSM Academy, Service Design 1109 5
6.
Five Aspects of
Service Design Service solutions design Design services based on business requirements Service management systems and tools design Design tools needed to manage, control, support services Technology architectures design Design h l i D i technologies needed to provide services d d id i Process design Design service management processes ser ice Measurement systems and metrics design Design metrics to assess performance © ITSM Academy, Service Design 1109 6
7.
Service Catalog Management
Goals and Objectives Service Catalog Management provides a single source of information for all agreed services. i f ti f ll d i Manage the Service Catalog to ensure accurate and current service details, statuses, interfaces and dependencies Ensure the Service Catalog is available to approved parties The Service Catalog may initially consist of a matrix, table or spreadsheet. spreadsheet Many organizations integrate and maintain their Service Portfolio and Service Catalog as part of their CMS. © ITSM Academy, Service Design 1109 7
8.
Service Level Management
Goals and Objectives Service Level Management (SLM) ensures an agreed level of service is provided for all current and future services. services Define, negotiate, agree, monitor, measure, report on and review service levels d i i l l Manage business and customer relationships Develop specific and measurable SLA targets Monitor and improve customer satisfaction Ensure clear service level expectations Implement proactive and cost-justified improvements SLM can be described in two words: building relationships. © ITSM Academy, Service Design 1109 8
9.
SLM and the
Warranty Processes Plan Improve Service Level Requirements Service Level Management SLRs (SLRs) Availability Options/Costs Capacity Define SLAs, OLAs, , , Negotiate Contracts Agree Targets Continuity Security Monitor Achievements Report Review Monitor Measure © ITSM Academy, Service Design 1109 9
10.
Availability Management (AM)
Goals and Objectives Objectives Produce an Availability Plan Provide business and IT advice on availability issues Assess the impact of changes Ensure availability meets agreed targets Assist with resolution of incidents and problems Implement proactive and cost-justified improvements p p j p Availability Management ensures the level of service availability delivered matches or exceeds the current and future agreed needs of the business in a cost-effective way. © ITSM Academy, Service Design 1109 10
11.
Capacity Management
Goals and Objectives Capacity Management ensures that the capacity and performance of IT services and systems matches the evolving agreed needs of the business in the most cost-effective and timely manner . Objectives Produce and maintain a Capacity Plan Advise on capacity and performance-related issues Assess the impact of changes Ensure performance achievements meet targets Assist i h A i with resolution of i id l i f incidents and problems d bl Implement proactive and cost-justified improvements Capacity Management balances supply against demand. © ITSM Academy, Service Design 1109 11
12.
ITSCM
Goals and Objectives To support overall Business Continuity Management by ensuring the required IT technical and service facilities can be recovered within required and agreed business timescales. Objectives Maintain M i t i ITSCM plans that support Business Continuity Plans l th t tB i C ti it Pl Complete regular Business Impact Analysis (BIA) exercises Conduct regular risk analysis and management exercises Provide business and IT advice on continuity issues Ensure continuity and recovery mechanisms are in place Assess impact of changes on ITSCM and recovery plans Implement proactive and cost-justified improvements Negotiate necessary contracts with suppliers © ITSM Academy, Service Design 1109 12
13.
Information Security Management
(ISM) Goals and Objectives The goal of ISM is to align IT security with business security and ensure information security is effectively managed in all service and service management activities. ISM protects the p Interests of those relying on information Systems and communications that deliver information Confidentiality, integrity and availability (CIA) of information ISM ensures Security risks are managed Information resources are used responsibly © ITSM Academy, Service Design 1109 13
14.
Supplier Management
Goals and Objectives Supplier Management manages suppliers and their services to provide seamless IT service quality and ensure value for money. Ensure underpinning contracts and agreements align with business needs, SLRs and SLAs needs Manage supplier relationships and performance Negotiate, agree and manage contracts N ti t d t t Maintain a supplier policy and supporting Supplier and Contract Database (SCD) dC t tD t b External suppliers, manufacturers and vendors are essential to quality service provision. © ITSM Academy, Service Design 1109 14
15.
Service Design Value
Reduced total cost of ownership (TCO) Improved service quality, consistency, alignment, governance and performance Improved i f I d information and d i i making ti d decision ki Easier implementation of new or changed services More effective service management and IT M ff ti i t d processes © ITSM Academy, Service Design 1109 15
16.
Want to Learn
More? In the Catalog ITIL Foundation / Bridge ITIL Capability / Lifecycle ITIL Service Manager Bridge ITIL Managing Across the Lifecycle (MALC) ITIL Library, itSMF Pocket Guides, etc. C tifi d Process Design Engineer (CPDE)® Certified P D i E i ISO/IEC 20000 (ISO 20K) Foundation MOF 4.0 Foundation Coming Soon ISO 20K Professional Level Modules © ITSM Academy, Service Design 1109 16
17.
ITIL® Bridging Scheme
V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification. © ITSM Academy, Service Design 1109 17
18.
ITIL® Certification Scheme
Advanced ITIL Expert E t 5 points Managing Across the Lifecycle Lif l 3 points each 4 points each CSI Service Offerings and Agreement (SOA) SO ST SD SS Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) a g, otect o a d Opt at o ( O) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 points V3 Foundation © ITSM Academy, Service Design 1109 18
19.
ITSM Academy Affiliates ©
ITSM Academy, Service Design 1109 19
Jetzt herunterladen