3. What does the following have in common? ITIL & “ the (Pirate) code is more what you'd call "guidelines" than actual rules” A best practice is a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field.
4. ITIL Version 2 Service Level Management Capacity Management Availability Management Financial Management Service Continuity Management Incident Management Problem Management Service Desk Configuration Management Release Management Service Management Service Delivery Service Support Change Management
5.
6. Process Comparison V2 Processes V3 Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management
7. Process Comparison V3 Processes Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
8. Access Management Operation Management Problem Management Request Fulfillment Incident Management Event Management Knowledge Management Service Validation and Testing Evaluation Release and Deployment Management Service Asset and Configuration Management Change Management Transition Planning and Support Supplier Management Information Security Management Service Continuity Management Availability Management Capacity Management Service Level Management Service Catalogue Management IT Financial Management Demand Management Service Portfolio Management Strategy Generation Service Improvement Service Reporting Service Measurement Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
21. Change Management — Activities Update change and configuration in CMS Initiator Requested Record the RFC Change Management Ready for evaluation Review the RFC Ready for decision Assess and evaluate change Change Management Scheduled Plan updates Change Management Implemented Co-ordinate change implementation* Closed Review and close change record Evaluation report Work orders Work orders Authorized Change Authority Authorize change Authorize change proposal Create RFC Change proposal (optional)
None Useful Background/ Case Studies/ Anecdotes/ Analogies etc. In the planning sessions students will have the opportunity to adopt the ITIL processes and lessons taught in the lectures and adapt them to provide better provision of services during the “race”. F1 / Practical Points See Student notes for Standards Info. Instructor Points
An easy way to remember which is which (i.e. Delivery vs Support) is that “delivery of a letter takes more than 1 day” alluding to the fact that they are longer term and not day to day activities. Useful Background/ Case Studies/ Anecdotes/ Analogies etc. None F1 / Practical Points Remember to point out that Service Delivery Disciplines are the longer term, planning processes. They also tend to be more analytical in nature. If we don’t have the infrastructure managed, understood and controlled we will not be able to measure our effectiveness or cohesively develop our business and supporting services strategies. Service Support Disciplines are the more day to day disciplines. Service Support is made up of 5 Processes and 1 FUNCTION (SD). Instructor Points
ITIL V3 Foundation for IT Service Management Concepts, Processes, Roles and Functions [Course Title] [Module Title] ITIL V3 Foundation for IT Service Management