itsm bangkok meeting #1 / itil practitioner

ITSM BANGKOK

Meeting #1, 19 May 2016

ITIL Practitioner / Continual Service Improvement

§ Speaker: Gonzague PATINIER

§ Email: gonzague.patinier@ppp-partners.com

§ Web: http://www.ppp-partners.com

About the speaker

§ French

§ 20 Years in ASEAN

§ IT Vendor Experience§ Computer Associates§ Microsoft

§ IT Service Management§ Certified Trainer§ Workshop Facilitator§ ITSMF Bangkok Chapter

§ Gamification Advisor

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About the speaker

§ ITSM Bangkok Meet Up

§ History of ITIL

§ About AXELOS

§ ITIL Curriculum

§ ITIL Practitioner Guidance• Guiding Principles• Continual Service Improvement

• Metrics

• Communication

• Organization Change Management

• ITIL Practitioner Course

§ Open discussion

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Agenda

§ Why this meeting?

§ Format:

• Monthly

§ Tentative Topics

• Vendor Tools

• Skills

• Experience Sharing

• Workshop

• Open to suggestion, what do you want to hear about?

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ITSM Bangkok Meetup

AXELOS is a joint venture set up in 2014 by the Government of the United Kingdom and Capita, to develop, manage and operate qualifications in best practice, in methodologies formerly owned by the Office of Government Commerce (OGC).

Portfolio:• Managing Successful Programmes (MSP)

• PRojects IN Controlled Environments (PRINCE2)

• Management of Risk (M_o_R)

• Portfolio Management (MoP)

• Value Management (MoV)

• Information Technology Infrastructure Library (ITIL)

• Portfolio, Programme and Project Offices (P3O)

• P3M3

• RESILIA

• PRINCE2 Agile

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About Axelos

§ OSA: Operational Support Analysis

§ PPO: Planning, Protection, Optimisation

§ RCV: Release, Control and Validation

§ SOA: Service Offering and Agreement

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ITIL Curriculum

What is ITIL Practitioner?

● Foundation is a Prerequisite

● Not Replacing Intermediates

● Complementary to CSI

● Receive 3 credits in the Scheme

● Real practitioners: Able to run an improvement initiative (big or small) within

their own organization

● No formal training required for taking exam, but highly recommended

● Open Book Exam ○ Candidates are now able to:

■ Use an annotated copy of the ITIL Practitioner Manual during the open book examination

■ Tabulate sections of the manual, however such markers must not contain any written notes

● Scenario based exam, 40 MC Questions

Certification Expectations

Organizational Change

Management

Measurementsand Metrics Communication

Continual Service Improvement

Order it

§ TSO

§ Amazon:

• 54 US$ (Kindle)

• 80 US$ (Paperback)

How to Get the Official Guidance Publication?

1. Introduction

2. Guidance Principles

3. The CSI approach

4. Metrics and measurement

5. Communication

6. Organization change management

7. Toolkit

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ITIL Practitioner Guidance – TOC

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§ ITSM Bangkok Meet Up

§ History of ITIL

§ About AXELOS

§ ITIL Curriculum

§ ITIL Practitioner Guidance• Guiding Principles• Continual Service Improvement

• Metrics

• Communication

• Organization Change Management

• ITIL Practitioner Course

§ Open discussion

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Agenda

§ June 2016 (Week to be confirmed)

§ Proposed Topics

• Vendor Tools

• Skills

• Experience Sharing

• Workshop

• Open to suggestion, what do you want to hear about?

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Next ITSM Bangkok Meetup

§ Which guidance principle does it relate to?

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Questions/Answers

§ Thank you to Network Training Center to provide the meeting location.

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Thank you to our sponsor

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Feedback Form 19-MAY-20161: Are you planning to adapt/adopt ITIL in your organization? (Tools, Education/Training, Consulting?)

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2: What topics you would like us to cover in the coming events?

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3: Other comments:

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Contact Details:Name: ________________________ Email: ___________________________________

info@ppp-partners.com http://www.ppp-partners.com