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ITIL Foundation in IT Service Management
1.
1 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Foundation in IT Service Management
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2 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. What is ITIL? ITIL (Information Technology Infrastructure Library) is a body of knowledge and set of best practices for successful IT service management. It provides guidance for: Converting innovative ideas and concepts into services for customers Solving problems with effective and enduring solutions Controlling costs and risks that could otherwise destroy the value created by the service Learning from successes and failures to manage new challenges and opportunities ITIL is the result of the UK government’s Cabinet Office documenting a set of processes and procedures for the delivery and support of high quality IT services, designed and managed to meet the needs of an organization. ITIL can be adopted by an organization and adapted to meet its specific needs.
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3 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Why ITIL?
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4 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Service Life cycle Continual service improvement Service transition Service strategy Service design Service operation
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5 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Structure ITIL has three levels: ITIL Foundation ITIL Intermediate It has two levels: Life cycle and Capabilities Lifecycle modules: Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI)
6.
6 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Structure Contd.. Capabilities modules: Operational Support and Analysis (OSA) Planning Protection and Optimization (PPO) Release, Control And Validation (RCV) Service Offerings and Agreements (SOA) To Hold the ITIL Expert Certificate candidates must have fulfilled the following requirements: ITIL Foundation Certificate ITIL Intermediate– 5 modules of lifecycle stream or 4 modules of capability stream. Managing Across Lifecycle/ ITIL Expert.
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7 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Qualification
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8 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Intermediate Lifecycle Modules
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9 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Strategy Align the IT department with the core business. It provides the specific knowledge and techniques to understand the risks and success factors and have the skills to develop and progress strategy within an organization or programme. It informs us : What services should be offered Who the services should be offered to Existing and potential competition in these market places How service performance will be measured.
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10 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Overview of Service Strategy Business Relationship Management Strategy Management for IT Services Service portfolio Management Demand management Financial Management for IT Services
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11 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Design This comprehensive official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance regarding the management principles and core concepts required to design new or modify existing IT services. The ITIL Service Design publication focuses on the holistic design requirements related to people, process, technology and governance needed to convert strategic objectives into value focused IT service portfolios. The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, and conformance to standards and regulations. It guides organizations on how to develop design capabilities for service management.
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12 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Design - Process and Tools Market Community Society Politics Economy Treads CLIENT Staff Suppliers Partners Market Competition Technology ORGANISATION Service Design
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13 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Transition Transitioning from a development phase into an operational phase. This module focuses on the process and practice elements and management techniques required to build, test and implement products and services. It detects early failures and ensures faulty Services do not creep into “Operations”. It will plan and implement the deployment of all releases to create a new service or improve an existing service. It provides efficient, repeatable build and installation mechanism.
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14 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Overview of Service Transition Project mgmt. ( Trans. Planning & support) Change Management Change Evaluation Release & Deployment Management Application Development Service Validation & Testing Service Asset & configuration management Knowledge Management All information originating from Service Management process is input for the knowledge Management process. Display at inputs within the overview Diagram is therefore not practicable
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15 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Operation It ensure that services are delivered within the agreed upon service levels. It focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed during the service strategy, design and transition phases. Service Operation focuses on providing value to both the customer and the service provider.
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16 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Operation Processes and Functions SERVICE DESK TECHNICAL SUPPORT GROUPS EVENT MANAGEMENT INCIDENT MANAGEMENT PROBLEM MANAGMENET REQUEST FULFILMENT ACCESS MANAGMENT IT OPERATIONS & APPLICATIONS MANAGEMENT
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17 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Continual Service Improvement Identifying and implementing improvements to provide better service. Aims at continually align IT Services to changing business needs by identifying and implementing improvements Continually looking for ways to improve process efficiency and effectiveness as well as cost effectiveness. • You can not manage what you can not control • You can not control what you can not measure • You can not measure what you can not define
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18 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. ITIL Intermediate Capabilities Modules
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19 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Operational Support and Analysis (OSA) The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. It teach how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. It covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.
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20 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Planning Protection and Optimization (PPO) The PPO course is designed to develop ‘organizations’ and individuals’ understanding of the ITIL Service Design processes. It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.
21.
21 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Release, Control And Validation (RCV) The module focuses on the practical application of RCV practices in order to enable the successful planning, testing and implementation of new services that meet the organization’s or users’ needs. The RCV course is designed to develop ‘organizations’ or individuals’ understanding of the ITIL Service Transition processes. It can ensure transitional changes are effectively managed, new services are validated and tested and that release and deployment fulfil organizational requirements. RCV also provides guidance on evaluating change and managing knowledge to improve decision- making processes.
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22 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Service Offerings and Agreements (SOA) It focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management. The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It provides guidance on how service offerings can be developed to support both business and user needs.
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23 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Who can attend the training ? IT Management IT Support staff IT Consultants Business/Project Managers Business Process Owners IT Developers Service Providers System Integrators Team Leaders Anyone working or wish to work in IT Department
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24 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Benefits of ITIL® Improve resource utilization Be more competitive Decrease rework Eliminate redundant work 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 Document and communicate roles and responsibilities in service provision Provide demonstrable performance indicators Certified people demonstrate knowledge of ITIL®
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25 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. Training Program by Moulik Moulik training programs are of very high quality and for this very reason we provide 100% passing guarantee or we pay your exam fee until you pass the exams. We provide Class room training, Online training and E learning. Feel Free to call for query, discount or concern @ 9032097991/ 9908455513
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26 www.moulik.in © 2015 Moulik
IT Services LLP. All Rights Reserved. A presentation by Moulik IT Services LLP www.Moulik.in
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