ITIL Foundation in IT Service Management

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ITIL Foundation in IT Service Management
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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 governments 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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Why ITIL?
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ITIL Service Life cycle
Continual service improvement
Service
transition
Service
strategy
Service
Service operation
design
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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)

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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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ITIL Qualification
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ITIL Intermediate Lifecycle Modules
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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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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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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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Service Design - Process and Tools
Staff Suppliers Partners Market Competition
Technology
Market Community Society Politics Economy Tr
eads
ORGANISATION
CLIENT
Service Design
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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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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
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
Knowledge Management
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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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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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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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ITIL Intermediate Capabilities Modules
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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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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.

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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 organizations 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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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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Who can attend the training ?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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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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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
  _at_ 9032097991/ 9908455513

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• A presentation by Moulik IT Services LLP
• www.Moulik.in