Complete ITIL Guide for Beginners

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• Complete ITIL Guide for Beginners

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• Agenda

1. What is ITIL
2. The ITIL Career Path Overview
3. The ITIL Overview
4. What value ITIL adds to the Business
5. What value ITIL adds to your Career

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• 1. What is ITIL?

• United Kingdom 1980s
• UK Cabinet Office
• Promote Sound IT Service Management Practices
• Created the IT Infrastructure Library (ITIL)
• Knowledge Guidance - IT Service Management
• Continually Refined and Updated by ITSMF
• Current Version is ITIL 2011

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• 1. What is ITIL

CSI

• ITSM Best (Better) Practices
• More than 20 Years of Practical Working
  Experience
• Public Domain with de facto standard Status
  Worldwide
• Promotes the Sound Practice of IT Service
  Management by
• Alignment of Business IT Goals
• Managing the Entire IT Service Lifecycle
• Dealing with Complexity Change
• Addressing the Need for Best Practices for
  Managing Technology
• Promoting Continuous IT Service Improvement

Service Design
Service Strategy
Service Operations
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1. What is ITIL
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• 2. The ITIL Career Path Overview

ITIL Master
ITIL Expert Achieved
Minimum 22 Credits Needed to Achieve Expert
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• 3. The ITIL Overview

• Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• Service Capability Modules
• Service Offerings and Agreements (SOA)
• Planning, Protection, and Optimization (PPO)
• Release, Control, and Validation (RCV)
• Operational Support and Analysis (OSA)

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• Service Lifecycle

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• Financial management
• Service Portfolio Management
• Demand Management
• Strategy Operation

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• Service Lifecycle

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• Service Level Management
• Availability Management
• Capacity Management
• Continuity Management
• Information Security Management
• Service Catalogue Management
• Supplier Management

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• Service Lifecycle

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• Change Management
• Configuration Management
• Release Management
• Transition Planning Support
• Service Validation Testing
• Evaluation
• K knowledge Management

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• Service Lifecycle

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• Service Desk
• Incident Management
• Problem Management
• Access Management
• Event Management
• Request Fulfilment
• Technical Management
• Application Management
• IT Operations Management

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• Service Lifecycle

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

• 7 Step Process Improvement

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• Service Capability

• Service Offerings and Agreements (SOA)
• Planning, Protection, and Optimization (PPO)
• Release, Control, and Validation (RCV)
• Operational Support and Analysis (OSA)

• Focuses on Practical Application of Service
  Strategy Service Design processes

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• Service Capability

• Service Offerings and Agreements (SOA)
• Planning, Protection, and Optimization (PPO)
• Release, Control, and Validation (RCV)
• Operational Support and Analysis (OSA)

• Practical information capacity, availability,
  service continuity, information security and
  demand management
• Ensures that new and updated services can be
  released requiring minimal updates, if any

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• Service Capability

• Service Offerings and Agreements (SOA)
• Planning, Protection, and Optimization (PPO)
• Release, Control, and Validation (RCV)
• Operational Support and Analysis (OSA)

• Helps in the area planning, testing and
  implementation of new services
• Ensures that services meets the customer / user
  or organizations needs
• Details and in depth information on the Service
  Transition processes
• Change management and the management of knowledge
  to improve future decision making is covered

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• Service Capability

• Service Offerings and Agreements (SOA)
• Planning, Protection, and Optimization (PPO)
• Release, Control, and Validation (RCV)
• Operational Support and Analysis (OSA)

• Module focuses on enabling the Operations
  processes
• Detail coverage on support desk operations and
  processes
• Teaches organizations how to manage the every day
  IT operations

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• 4. What Value ITIL Adds to The Business

• Establishes a set of processes that are better
  practices for IT Operational Success
• Uses public versus private practices, more
  transportable
• Implements consistent processes across corporate
  boundaries
• Helps establish Service Provisioning as a way
  of doing business
• Aimed at the business side and delivering value
  to the business
• IT becomes a service provider to the business
  operations
• Establishes the Support Desk as the Single Point
  of Contact

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• 5. What Value ITIL Adds to Your Career

• Continual learning process over multiple years
• A career path for a profession in Service
  Delivery
• Improved value of your services / knowledge to
  the business
• World wide recognition of your value to the
  business
• Indicates, with appropriate discipline, you are
  in control of orderly processes

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• ITIL Trainings offered by MSys Training

• ITIL Foundation
• ITIL Practitioner
• ITIL Intermediate Service Strategy (SS)
• ITIL Intermediate Service Design (SD)
• ITIL Intermediate Service Transition(ST)
• ITIL Intermediate Service Operation (SO)
• ITIL Intermediate Continual Service Improvement
  (CSI)
• ITIL Intermediate Planning, Protection
  Optimisation (PPO)
• ITIL Intermediate Service Offerings Agreements
  (SOA)
• ITIL Intermediate Release, Control Validation
  (RCV)
• ITIL Intermediate Operational Support Analysis
  (OSA)
• Managing Across The Lifecycle (MALC)

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Questions ?
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• Thank You!