itil foundation certification training

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Service Lifecycle

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Page 1: ITIL Foundation Certification Training

Service Lifecycle

Page 2: ITIL Foundation Certification Training

Service Lifecycle

• Service Strategy

o The core of the lifecycle

o Describes objectives & guidelines

• Service Design

o Strategies are turned into action

• Service Transition

o Services & processes go live!

• Service Operation

o Management of ongoing live services & processes

• Continual Service Improvement

o Improving services & processes

Page 3: ITIL Foundation Certification Training

Service Lifecycle

Service Strategy

• Scope

o Design, development and implementation of service management

o Supporting other lifecycle stages

o Development of markets

o Service assets

o Service Catalogue

o Implementation of a comprehensive strategy

o Controlling costs and risks

o Differentiation from competition

Visit: http://masterofproject.com for full course

Page 4: ITIL Foundation Certification Training

Service Lifecycle

Service Strategy

• Objectives

o Services that should be offered

o Differing from the competition

o Ensuring a value for the customer

o Establishing a business case

Visit: http://masterofproject.com for full course

Page 5: ITIL Foundation Certification Training

Service Lifecycle

Service Design

• Scope

o Design, development and implementation of service management

o New services (e.g. providing mobile banking services)

o Change and improvement of existing services (e.g. providing faster service)

o 5 Parts of Service Design

New or changed services

Service Management systems and tools

Architectures

Required Processes

Methods & metrics for measurement

Visit: http://masterofproject.com for full course

Page 6: ITIL Foundation Certification Training

Service Lifecycle

Service Design

• Goals

o Designing appropriate & winning IT services

o Architectures, processes, guidelines and documents

o Meeting actual and future business requirements

Visit: http://masterofproject.com for full course

Page 7: ITIL Foundation Certification Training

Service Lifecycle

Service Design

• Objectives

o Concept design of required services

o Concept design of processes for IT Service Lifecycle stages

o Identification & management of risks

o Concept design of IT infrastructures

o Concept design of methods and metrics for measurement

Visit: http://masterofproject.com for full course

Page 8: ITIL Foundation Certification Training

Service Lifecycle

Service Design

• Value for the business

o Reduced total cost of ownership

o Improved service quality

o Improved service consistency

o Simple implementation

o Effective service performance

o Effective Service Management and IT processes

o Improved decision making

Visit: http://masterofproject.com for full course

Page 9: ITIL Foundation Certification Training

Service Lifecycle

Service Transition

• Scope

o Transference of a new service or changed service into operations

o Includes:

Release Management

Program Management

Risk Management

Visit: http://masterofproject.com for full course

Page 10: ITIL Foundation Certification Training

Service Lifecycle

Service Transition

• Purpose

o Resource and capacity planning and management

o Creating a framework for service capability and risk profile evaluation

o Comprehensiveness of all identified service assets and configurations

o Ensuring efficient, repeatable and effective build & installation mechanism

Visit: http://masterofproject.com for full course

Page 11: ITIL Foundation Certification Training

Service Lifecycle

Service Transition

• Goals

o Management of customer expectations when enabling business changes

o Reducing the difference that might happen between predicted and actual performance of transitioned services

o Securing that a service can be used

Visit: http://masterofproject.com for full course

Page 12: ITIL Foundation Certification Training

Service Lifecycle

Service Transition

• Objectives

o Management and planning of resources for implementation of new or changed services

o Reducing outages or unexpected impacts of services in operations

o Increasing customer, user and staff satisfaction in Service Management

o Improvement in use of services

o Adjusting IT plans with business plans

Visit: http://masterofproject.com for full course

Page 13: ITIL Foundation Certification Training

Service Lifecycle

Service Transition

• Value for the business

o Adjustment of business requirements with business operations

o Securing a maximized value for the customer and user

o Adopting new requirements and market tendencies as fast as possible

o Management of mergers, acquisitions or transfer of services in terms of transition

o Increasing successful rate for changes and releases

o Forecasting service level and warranties

o Reducing variations between planned and actual resource and budget plans

Visit: http://masterofproject.com for full course

Page 14: ITIL Foundation Certification Training

Service Lifecycle

Service Operation

• Scope

o Ensuring effectiveness and efficiency of services

o Securing the value of a service

o Achievement of objectives goes “live”

o Securing stability of operations

Visit: http://masterofproject.com for full course

Page 15: ITIL Foundation Certification Training

Service Lifecycle

Service Operation

• Objectives

o Coordination and performance of processes and service based on SLAs

o Management of technology

Visit: http://masterofproject.com for full course

Page 16: ITIL Foundation Certification Training

Service Lifecycle

Service Operation

• Factory of IT

• The daily business

• IT services are provided to ensure business requirements of the customer

Visit: http://masterofproject.comfor full course

Page 17: ITIL Foundation Certification Training

Service Lifecycle

Service Operation

• Value for the business

o A service interacts with its customer in Service Operation

o Overall IT infrastructure and tools effectiveness and efficiency is seen with a direct impact on service quality

Visit: http://masterofproject.com for full course

Page 18: ITIL Foundation Certification Training

Service Lifecycle

Continual Service Improvement (CSI)

• Scope

o Enabling and conservation of added value

o Implementing methods of Quality Management

o Linking and Improving service lifecycle stages:

Service Strategy

Service Design

Service Transition

Service Operation

Visit: http://masterofproject.com for full course

Page 19: ITIL Foundation Certification Training

Service Lifecycle

Continual Service Improvement (CSI)

• Goals

o Continual improvement of IT services in accordance with changing business requirements

o Monitoring, controlling and identifying improvement points in each stage of the service lifecycle

o Verifying and analyzing the achieved service quality

o Increasing profitability

o Applying the proper Quality Management methods

Visit: http://masterofproject.com for full course

Page 20: ITIL Foundation Certification Training

Service Lifecycle

Service Strategy Service Design Service Transition

Definition of Markets Service Catalogue Management Transition Planning & Support

Development of strategic assets Service Level Management Change Management

Preparation of deployment Capacity Management Service Asset & Configuration Management

Definition of offers Availability Management Release & Deployment Management

Financial Management Service Continuity Management Service Validation & Testing

Return on Investment Information Security Management Evaluation

Service Portfolio Management Supplier Management Knowledge Management

Demand Management

Page 21: ITIL Foundation Certification Training

Service Lifecycle

Service Operation Continual Service Improvement

Event Management The 7 Step Improvement Process

Incident Management Service Reporting

Request Fulfilment Service Measurement

Problem Management Return on Investment for CSI

Access Management The Business Questions for CSI

Service Level Management

Visit: http://masterofproject.com for full course