itil overview presentation v1.0

7/25/2019 ITIL Overview Presentation V1.0

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Copyright 2010 by IT Quality Management Solutions (PVT) T!" #ll rights reser$e%" &o part o' this publiation may be repro%ue% store% in any retrie$al system or transmitte% in any 'orm or by any means eletroni or other*ise *ithout *ritten permission

Information TechnologyInfrastructure Library (ITIL)

+$er$ie* Presentation


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Copyright 2010 by IT Quality Management Solutions (PVT) T!" #ll rights

reser$e%" &o part o' this publiation may be repro%ue% store% in any retrie$al

system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission

Presentation +utline ITI Intro%ution

ITI ,ey -ene'its

ITI i'eyle Publiations ITI Ser$ie i'eyle . Proess Map

ITI i'eyle Proesses

ITI Implementation

ITI Quali'iation Sheme

/elate% ins


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ITI Intro%ution+ In the 10s the -ritish go$ernment approahe% the Central

Computer an% Teleommuniations #geny (CCT#) no* alle%the +''ie o' 3o$ernment Commere (+3C) to %e$elop an

approah 'or e''iient an% e''eti$e use o' IT resoures by-ritish publi setor organi4ations"

+ This resulte% in the %e$elopment o' the In'ormation TehnologyIn'rastruture ibrary (ITI5)"

+ ITI pro$i%e% a omprehensi$e set o' best praties 'or ITSer$ie management" It too into aount the mistaes that *erema%e in the 6, an% 7urope an% pro$i%es a olletion o' the best

praties obser$e% in the IT ser$ie in%ustry"


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ITI Intro%ution

(ontinue%)+ ITI5 $ersion 1 *as release% in the early 80s an% inlu%e%

a series o' 90 relate% boos that ser$e% as best pratiesmanuals"

+ In 2002 ITI $ersion 2 *as release%" ITI $2 inlu%e% eightpubliations *ith Ser$ie Support an% Ser$ie !eli$erypubliations being the most popular"

+

ITI Ser$ie Support an% Ser$ie !eli$ery *as onsi%ere%to be the ore o' ITI $2 an% employe% a proess:%ri$enapproah *hih an be sale% to 'it any si4e o' organi4ation"


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ITI Intro%ution

(ontinue%)+ In !eember 200; the +3C issue% notie o' an ITI

re'resh ommonly no*n as ITI $ersion


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ITI ,ey -ene'its+ Impro$e% >uality o' IT Ser$ies

+ Impro$e% user an% ustomer satis'ation

+ /e%ue% Total Cost o' +*nership (TC+)

+ Impro$e% IT go$ernane

+ 7nhane% image o' IT as a business partner

+ IT perei$e% as o''ering $alue to the organi4ation

+ Common an% onsistent language


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ITI i'eyle PubliationsCore best pratie gui%ane

Ser$ie Strategy

Ser$ie !esign

Ser$ie Transition

Ser$ie Support

Continual Ser$ie Impro$ement

7ah publiation pro$i%es gui%ane to impro$e theIT ser$ie pro$i%ers? apabilities an% resoures in

or%er to e''eti$ely an% e''iieny pro$i%e IT

ser$ies to the business users an% ustomers"

Aimed at:

@CI+@IT ea%ers@Consultants@Pratitioners

@Suppliers


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Ser$ie Strategy Pro$i%es gui%ane on ho* to %esign

%e$elop an% implement ser$iemanagement as a strategi asset"

Processes: Ser$ie Strategy IT Ainanial Management !eman% Management Ser$ie Port'olio Management

Key Concepts: Value reation 6tility an% *arranty Ser$ie assets (resoures an%

apabilities) Ser$ie pro$i%er types Competiti$e a%$antage


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Ser$ie !esign Pro$i%es gui%ane 'or the %esign an%

%e$elopment o' ne* or mo%i'ie% ser$iesan% their relate% ser$ie management

proesses"

Processes: Ser$ie Catalogue

Management Ser$ie e$el Management #$ailability Management Capaity Management In'ormation Seurity IT Ser$ie Continuity Supplier Management

Key Concepts: Ser$ie %esign mo%els Ai$e aspets o' ser$ie %esign Value o' ser$ie %esign !esign onstraints People proess pro%uts

partners Ser$ie !esign Paage (S!P)


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Ser$ie Transition Pro$i%es gui%ane 'or the %e$elopment

an% impro$ement o' apabilities 'ortransitioning ne* or hange% ser$ies into

operational en$ironment"

Processes: Transition Planning an%

Support Change Management /elease an% !eployment

Management Con'iguration Management Vali%ation an% Testing Ser$ie 7$aluation

,no*le%ge Management

Key Concepts:

Poliies 'or Ser$ie Transition

Managing ommuniations

Staehol%ers management 7''eti$e ontrols

V mo%el

!ata:In'ormation:,no*le%ge:

Bis%om (!I,B)


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Ser$ie +peration Pro$i%es gui%ane on ahie$ing e''iient

an% e''eti$e %ay:to:%ay %eli$ery an%support o' ser$ies to ustomers an%

business users"

Processes: Ini%ent Management Problem Management /e>uest Aul'illment #ess Management 7$ent Management

Functions: Ser$ie !es +peration Management #ppliation . Tehnial Support

Key Concepts:

Auntions

#hie$ing balane (stability

$s" responsi$eness reati$e $s"proati$e sta'' >uality $s" ost

IT ser$ies $s" tehnology

omponents)

+perational health

Communiation

!oumentation


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Continual Ser$ie Impro$ement Pro$i%es gui%ane 'or the ontinual

impro$ement (e''eti$eness an% e''iieny) o'

IT ser$ies in or%er to meet the hanging

business nee%s"

Processes: Continuous Ser$ie

Impro$ement Proess Ser$ie Measurement Ser$ie /eporting

Key Concepts:


(CSI)

+rgani4ational hange

Metris an% measurement

Critial Suess Aators (CSA)

CSI poliies an% proe%ures

Quality management

Se$en:step impro$ement


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ITI Ser$ie i'eyle . Proesses Map


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ITI i'eyle Proesses Service Strategy Ser$ie Strategy Proess

IT Ainanial Management Proess

Ser$ie Port'olio Management Proess

!eman% Management Proess

Service Design Ser$ie Catalogue Management Proess Ser$ie e$el Management Proess

#$ailability Management Proess

Capaity Management Proess

In'ormation Seurity Proess

IT Ser$ie Continuity Proess

Supplier Management Proess

Service Transition Transition Planning an% Support Proess

Change Management Proess

Con'iguration Management Proess

/elease an% !eployment Management Proess

Vali%ation an% Testing Management Proess

Ser$ie 7$aluation Proess

,no*le%ge Management Proess

Service Support Ini%ent Management Proess

Problem Management Proess

/e>uest Aul'illment Management Proess

#ess /e>uest Management Proess

7$ent Management Proess

Continual Service Improvement Continual Ser$ie Impro$ement Proess

Ser$ie Measurement

Ser$ie /eporting


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Key Activities

!eman% ManagementValue to Business@Impro$e% a$ailability o' IT ser$ies@/e%ue% ost (by better managing %eman% an% supply)@Impro$e% $alue to business (in terms o' utility an%

*arranty)

!e'ine Poliy

#ssoiate 6ser Pro'iles (6P)

#naly4e an% Co%i'y Patterns o' -usiness #ti$ity

(P-#)

!e$elop Ser$ie Paage (SP) 'or Core an%

Supporting Ser$ies

/e$ie* an% #ppro$e SP

PurposeThe purposes o' %eman% management are to

pre%it patterns o' business ati$ity (P-#)

%uring the business li'eyle align ser$ie

apaity re>uirements (supply) *ith P-#

(%eman%) an% %eli$er IT ser$ies that meet the

ustomer nee% (utility an% *arranty) at the

right ost an% time"

Output

@ Patterns o' -usiness

#ti$ity (P-#)@ Ser$ie Paages (Core

Ser$ie Supporting

Ser$ies Ser$ie e$el

Paages)

@ 6ser Pro'iles

@ 6p%ate% Capaity Plan

Input

@ -usiness Proesses

@ -usiness StrategyPlans@ Capaity Plan

@ Ser$ie Port'olio


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Key Activities

IT Ainanial ManagementValue to Business@Impro$e% 'inanial $isibility an% aountability@Compliane to go$ernment an% regulatory re>uirements@-etter %eision maing %ue to the transpareny o' the

$alue o' IT

!e'ine Poliy

Per'orm IT Ainanial Planning

!e'ine IT Ainanial Management Poliy

Prepare #nnual -u%get

Perio%i -u%get /e$ie*

#ounting

PurposeThe purposes o' IT 'inanial management are

to assist the IT organi4ation *ith 'inanial

planning bu%geting aounting an% harging

re>uirements an% to ensure that the right

'inaning is obtaine% 'or the %eli$ery an%

purhase o' IT ser$ies"

Output

@ IT Ainanial

Management Poliy@ IT Ainanial Plan

@ IT -u%get

@ /e$ie*e% -u%get

@ -alane Sheet

@ Closure /eport

@ -illing /eport

Input

@ -usiness Strategy an%

Plans@ +rgani4ation?s

#ounting Poliies

@ Ser$ie Port'olio

Charging


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Key Activities

Ser$ie Port'olio ManagementValue to Business@MaDimi4e business $alue@Minimi4e ost an% riss@-etter management o' resoures an% apabilities@Impro$e% %eision maing (in terms o' in$estments)

!e'ine Poliy

#naly4e

!e'ine

#ppro$e

Charter

/e$ie*

PurposeThe purpose o' ser$ie port'olio management

is to manage the entire li'eyle o' IT ser$ies

an% %esribe IT ser$ies in terms o' business

$alue (maDimi4e returns at aeptable ris an%

ost)"

Output

@ Ser$ie Port'olio Poliy

@Ser$ie Port'olio

@ -usiness Case

@ 6p%ate% CMS

@ 6p%ate% Ser$ie

Catalogue

@ #ppro$e% -u%get

@ Ser$ie Impro$ement

an% /eommen%ations

Input

@ -usiness Strategyplans

@CMS

@ IT Ainanial

Management Proess

@ !eman% Management

Proess


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Key Activities

Ser$ie Strategy

Value to Business@Cost e''eti$e an% e''iient IT ser$ies@-usiness gets eDatly *hat it nee%s@Stan%ar%i4e% $alue reation proess

!e'ine Poliy

I%enti'y IT Ser$ie Port'olio

!e'ine the Maret (6n%erstan% the +pportunity)

!e$elop +''erings (IT ser$ies)

!e$elop Strategi #ssets

I%enti'y Initiati$es an% !e$elop Plans

PurposeThe purpose o' ser$ie strategy is to %esign

%e$elop an% implement ser$ie management

as a strategi asset an% to o''er %istinti$e

ser$ies to the business"

Output

@ IT Pro$i%er

+pportunities

@ 6p%ate% Ser$ie

Port'olio

@ IT Ser$ie +''erings

@ Ser$ie Strategy

@ IT Plans

@ an% /eommen%ations

Input

@ -usiness Strategy

@-usiness #ssets

@ Ser$ie Port'olio

@ IT #ssets

@ CMS

@ Ser$ie Catalogue

@ S#


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Key Activities

#$ailability Management

Value to Business@Eigher a$ailability o' IT ser$ies@Impro$e% ustomer satis'ation@/e%ue% o$erall IT operational ost@7nhane% organi4ational image

!e'ine Poliy

!esign 'or #$ailability

!etermine #$ailability /e>uirement

!e$elop #$ailability Plan

Implement #$ailability

#$ailability Ini%ent Management

#$ailability /eporting

PurposeThe purpose o' a$ailability management is to

ensure that IT ser$ies are %esigne% an%

%eli$ere% to meet agree% ser$ie le$els (IT:

-usiness S#) in the most e''eti$e an%

e''iient manner"

Output

@ #$ailability /e>uirement

@#$ailability an%

/eo$ery !esign

@ #$ailability Plan

@ #$ailability /eports

@ 6p%ate% S#

Input

@ -usiness /e>uirements

@Ser$ie Catalog

@ Eistorial #$ailability

/eports

@ S#

@ CM!-


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Key Activities

Capaity Management

Value to Business@Minimi4e ost by optimi4ing IT ser$ies an% IT

in'rastruture omponents"@7''iiently support the urrent an% 'uture apaity

re>uirements o' the business"@Impro$e business an% ustomer satis'ation"

!e'ine Poliy

Ser$ies Capaity Management

-usiness Capaity Management

Component Capaity Management

Monitor Tune an% Implement

6p%ate Capaity Management In'ormation

Systems (CMIS)

PurposeThe purpose o' apaity management is to

optimi4e IT ser$ies an% support IT

in'rastruture omponents in or%er to %eli$er

the urrent an% 'uture apaity re>uirements o'

the businessF *ithin re>uire% ser$ie le$els in

a ost:e''eti$e an% timely manner"

Output

@ Capaity Plan

@CMIS

@ Ser$ie Capaity

Per'ormane an%

Aoreasting /eports

@ Tuning an%

Impro$ement /eports

Input

@ -usiness Strategy .

Plans

@ Ser$ie Paage


@ 7Disting Capaity

Per'ormane an%

6tili4ation /eports


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Key Activities

In'ormation Seurity Management

Value to Business@Aul'ill legal an% regulatory re>uirements@Protet organi4ational assets@In'ormation seurity a*areness@Minimi4e losses 'rom seurity ini%ents

!e'ine Poliy

!e'ine /is #ssessment Metho%ology

!e'ine In'ormation Seurity Poliy

I%enti'y #ssets an% Per'orm /is #ssessment

Prepare /is Treatment Plan an% Implement

Seurity Controls

Training an% #*areness

PurposeThe purposes o' in'ormation seurity

management are to e''eti$ely manage all

aspets o' in'ormation seurity an% to ensure

that in'ormation seurity poliy satis'ies

o$erall in'ormation seurity re>uirements

relate% to all ser$ies an% ser$ie management

ati$ities"

Output

@ In'ormation Seurity

Poliy an% Sub:Poliies

@ #sset /egistry

@ /is #ssessment /eport

@ Seurity Controls ist

@ /is Treatment Plan

@ Training an% #*areness

Plan

Input


@IT Strategy

@ egal an% /egulatory

/e>uirements

Seurity Ini%ent Management


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Key Activities

IT Ser$ie Continuity Management

Value to Business@Continue business operations in the e$ent o' a %isaster"@Aul'ill regulatory an% ompliane re>uirements"@Pro$i%e seure ser$ies to the publi"

!e'ine Poliy

Per'orm -usiness Impat #nalysis

!e'ine ITSCM Poliy

Per'orm /is #ssessment

!e$elop ITSCM Strategy an% Plan

Training an% #*areness

PurposeThe purpose o' IT ser$ie ontinuity

management (ITSCM) is to support the

organi4ation?s o$erall business ontinuity

management by ensuring that the re>uire% IT

ser$ies an be restore% *ithin the agree% time

limits an% ser$ie le$els a'ter a %isaster"

Output

@ ITSCM Poliy

@-I# /eport


@ /eo$ery Plan

@ ITSCM Strategy . Plans

@ Test Plan an% Test

/esults

@ Training an% #*areness

Plan

Input


@-usiness +bGeti$es


/e>uirement

@ +rgani4ational Poliies

Monitor an% Impro$e


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Key Activities

Ser$ie Catalogue Management

Value to Business@Pro$i%es the 'oun%ation 'or business H IT alignment"@Impro$e% $isibility o' the $alue IT pro$i%es to business@Eelps set ommon eDpetation 'or IT an% business@-etter planning an% alloation o' resoures

!e'ine Poliy

!esign Ser$ie Catalog Struture

!e'ine Ser$ie (Ser$ie !e'inition)

Collet Ser$ie !etails

Populate Ser$ie Catalogue

Vali%ate an% #ppro$e

PurposeThe purpose o' ser$ie atalogue management

is to %e'ine pro%ue an% maintain a single

soure o' aurate in'ormation on all ser$ies

%eli$ere% by IT to its ustomers"

Output

@ Ser$ie !e'inition

@-usiness Ser$ie

Catalogue

@ Tehnial Ser$ie

Catalogue

Input

@ -usiness Plans

@-usiness Proesses

@ -I#

@ IT Plans

@ IT -u%gets

@ Ser$ie Port'olio

Communiate Ser$ie Catalogue


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Key Activities

Ser$ie e$el Management

Value to Business@Pro$i%es a single point o' ontat to the business 'or all

ser$ie:relate% issues@Pro$i%es the business *ith measurable ser$ie targets@Impro$es IT an% business relationship

!e'ine Poliy

!esign S# Struture

!e'ine SM Poliy

I%enti'y S/

&egotiate +# an% 6C

&egotiate S#

PurposeThe purposes o' ser$ie le$el management are

to ensure that urrent an% 'uture IT ser$ies

nee%e% by the business are un%erstoo%

%esigne% an% %eli$ere% *ith the agree% ser$ie

le$els an% that ser$ie per'ormane is

monitore% measure% reporte% an%

ontinuously impro$e%"

Output

@ SM Poliy

@S/

@ /e$ise% 6C

@ +#

@ S#

@ Ser$ie /eports


Plan

Input

@ Ser$ie Catalogue

@-usiness /e>uirements

@ Current Per'ormane

e$els

@ Ini%ent Management

@ Problem Management

@ ITSM Proesses

@ Customer Satis'ation

@ Customer omplaints

Con%ut Ser$ie /e$ie*s


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Key Activities

Supplier Management

Value to Business@IT ser$ies aligne% (through supplier ontrats) to

business nee%s@-etter $alue 'or money 'rom suppliers@Eigher >uality o' IT Ser$ies@/e%ue% o$erall IT operational ost

!e'ine Poliy

7$aluate &e* Suppliers an% Contrats

!e$elop Supplier Poliy

7stablish &e* Suppliers an% Contrats

Supplier an% Contrat Per'ormane Management

!ispute Management

PurposeThe purpose o' supplier management is to

ensure that the suppliers an% the ser$ies they

pro$i%e meet the nee%s o' the business"

Output

@ Supplier Poliy

@/AP

@ Contrat !oument

@ 7$aluation /eport

@ SC!

@ Supplier Per'ormane

/eport

@ !ispute Closure /eport

@ Termination /eport

Input


@Compliane

/e>uirements

@ Supplier list

@ Supplier Per'ormane

reports

@ !isagreement /e>uest

@ 7$aluation Template

/ene* or Terminate Contrats


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Key Activities

Ser$ie #sset . Con'ig" Management

Value to Business@Pro$i%e aurate in'ormation on IT assets an% ost (ost

o' o*nership)@Impro$e% au%it legal an% regulatory ompliane@Quier resolution o' ini%ents an% problems as a result o'

aurate an% timely in'ormation@Minimi4e ris by assisting hange management to

aurately assess the impat o' hanges

!e'ine Poliy

!e$elop S#CM Plan

!e'ine S#CM Poliy

!esign -uil% an% -aseline Con'igurationManagement System (CMS)

Con'iguration Control

Per'orm Con'iguration #u%it

PurposeThe purposes o' ser$ie asset an%

on'iguration management (S#CM) are to

maintain up:to:%ate in'ormation on IT ser$ies

an% IT in'rastruture omponents in the 'orm

o' CIs an% to pro$i%e aurate in'ormation an%

%oumentation to support the business an% IT

ser$ies management proesses"

Output

@ S#CM Poliy

@S#CM Plan

@ CMS

@ CM!-

@ !M

@ !e'initi$e Spares

@ Status #ounting

/eport

@ #u%it /eport

Input

@ /AC (a%% %elete or

mo%i'y CI)


@ 7Disting +rgani4ational

#ssets

@ egal an% regulatory

re>uirements

Con%ut Status #ounting


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Key Activities

Change Management

Value to Business@7nsure that hanges meet business obGeti$es"@!eploy hanges in a timely manner"@Minimi4e ser$ie %isruption %ue to 'aile% hanges"@7''iiently han%le high $olumes o' hange"

!e'ine Poliy

7$aluate an% #ppro$e

/eor% an% /e$ie*

-uil% Test /elease an% !eploy

Planning an% She%uling

Close%

PurposeThe purpose o' hange management is to

manage the proess o' hange suh that

hanges are ontrolle% ris an% impat on

ser$ie >uality minimi4e% an% hange is

implemente% suess'ully on the 'irst attempt"

Output

@ #uthori4e% hanges

@ /eGete% /AC /eport

@ She%ule o' Change

@ ProGete% Ser$ie

+utage

@ 7mergeny Change

/eport

@ Post:implementation

/e$ie* /eport

@ Management /eports

Input

@ -usiness Proposal

!oument

@ /AC

@ CM!-

@ C#- 3ui%elines

@ /elease Plan

@ Test Plan

@ Test Cases

@ Test /eport

Con%ut Post Implementation /e$ie* (PI/)


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Key Activities

,no*le%ge Management

Value to Business@Impro$e% >uality o' management %eision maing@-etter un%erstan%ing o' riss an% impat to business

proesses an% IT ser$ies@Impro$e% >uality o' ser$ie@Inrease% ustomerbusiness satis'ation

!e'ine Poliy

!e'ine ,no*le%ge Trans'er /e>uirement

!e'ine ,no*le%ge Management (,M) Strategy

!e'ine !ata an% In'ormation /e>uirement an%#rhiteture

!esign an% !e$elop ,M !atabase (S,MS)

!e'ine ,M Proe%ures an% Controls

PurposeThe purpose o' no*le%ge management is to

ensure that reliable in'ormation is a$ailable at

the right plae at the right time *ith the right

people so that in'orme% management %eisions

an be ma%e"

Output

@ ,no*le%ge Management

Strategy

@ ,no*le%ge Trans'er

Plan

@ !ata an% In'ormation

/e>uirement

@ Ser$ie ,no*le%ge

Management System

@ Proe%ures an% Controls

Input

@ Internal Poliies

@ -usiness

Strategy!ri$ers


/e>uirements

@ Con'iguration

Management System

Implement ,M Proe%ures an% Controls


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Key Activities

/elease . !eployment Management

Value to Business@Implemente% hanges on time at the right ost an% >uality@Impro$e% IT ser$ie a$ailability an% reliability@Minimum impatris on business ser$ies

!e'ine Poliy

-uil% /elease

!e'ine /elease Poliy an% /elease Plan

Per'orm #eptane an% Pilot Testing

Plan an% Prepare 'or !eployment

!eploy /elease

PurposeThe purpose o' release an% %eployment

management is to plan paage buil%

$ali%ate an% %eploy so't*are an% har%*are

into the pro%ution en$ironment *ith minimum

impat on business ser$ies"

Output

@ /elease poliy

@ /elease plan

@ #ppro$e% hange

implemente% in the

pro%ution en$ironment

@ !eployment Status

/eport

@ essons learne%

@ Proe%ures an% Controls

Input

@ /AC

@ S!P

@ S#C

@ Test Plan

7arly i'e Cyle Support (7S)


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Key Activities

Ser$ie 7$aluation Management

Value to Business@Impro$e% ustomer satis'ation@Minimi4e% ris to business ser$ies@-etter ser$ie per'ormane

!e'ine Poliy

7$aluate Pre%ite% Per'ormane

Plan Ser$ie 7$aluation

/is #ssessment an% Mitigation

7$aluate #tual Per'ormane

Compare #tual $s" Pre%ite% Per'ormane

PurposeThe purpose o' ser$ie e$aluation management

is to assess the per'ormane (atual against

pre%ite%) o' a ne* or hange% ser$ie in or%er

to pro$i%e aurate in'ormation to the hange

managerhange a%$isory boar% in or%er that

%eisions an be >uily ma%e regar%ing

*hether or not to proee% *ith a ne* orhange% ser$ie"

Output

@ Ser$ie 7$aluation Plan


@ /is Mitigation Plan

@ /esi%ual /is /eport

@ Interim 7$aluation

/eport

@ !e$iation /eport

@ Ser$ie 7$aluation

/eport

Input

@ /e>uest Aor Change

@ Ser$ie !esign Paage

@ Ser$ie #eptane

Criteria

@ Test Plan

@ /elease Plan

Pro%ue 7$aluation /eport


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Key Activities

Vali%ation . Testing Management

Value to Business@-etter >uality o' IT ser$ies@Eigher a$ailability o' IT ser$ies@Minimi4e% %isruption to business ser$ies %ue to 'aile%

hanges"@Impro$e% ustomer satis'ation

!e'ine Poliy

!e'ine Vali%ation an% Testing Strategy

!e'ine Vali%ation an% Test (V.T) Poliy

Plan an% !esign Testing

Veri'y Test Plan an% Test Cases

7Deute an% Manage Testing

PurposeThe purposes o' $ali%ation an% testing

management are to plan an% eDeute testing

ati$ities in or%er to minimi4e ris an% impat

on the business ser$ies an% to pro$i%e

on'i%ene that the ne* or mo%i'ie% ser$ie is

'it 'or use (utility) an% 'it 'or purpose

(*arranty) be'ore %eployment"

Output

@ Vali%ation an% Testing

Poliy . Strategy

@ Test Plan

@ Test Cases

@ !e'ets !atabaseog

@ Test /eor%s

@ Test og

@ Test /eports

@ Test sign o''

Input

@ -usiness /e>uirement

@ /egulatory /e>uirement

@ S!C Poliy

@ Ser$ie !esign Paage

@ Vali%ation . Testing

-est Praties

@ /AC

Manage !e'ets


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Key Activities

#ess Management

Value to Business@7''eti$ely maintain on'i%entiality@Quily grantre$oe aess to'rom ser$ies@#ommo%ate higher $olumes o' aess re>uests

!e'ine Poliy

Veri'y an% #ppro$e

/eor%

3rant

&oti'y

Monitor

PurposeThe purpose o' aess management is to ensure

that authori4e% users are grante% aess to the

ser$ie an% that unauthori4e% users are

pre$ente% 'rom aessing the ser$ie"

Output

@ #ess /e>uest

og!atabase

@ #ess /e>uest Status

&oti'iation

@ Status /eport

Input

@ #ess /e>uest

@ In'ormation Seurity

Poliy

/ene*


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Key Activities

7$ent Management

Value to Business@6ser an% business satis'ation@Minimi4e interruption to business ser$ies@-etter IT resoures utili4ation

!e'ine Poliy

!etet an% &oti'y

!e'ine Poliy

Ailter an% Categori4e

og

Trigger /esponse

PurposeThe purpose o' e$ent management is to %etet

'ilter log an% respon% to e$ents in a timely

manner"

Output

@ 7$ent Management

Poliy

@ 7$ent og

@ Ini%ent or Problem

Tiet

@ /e>uest 'or Change

@ 7$ent /esponse

@ Management /eports

Input

@ 7$ent (+urrene)

/e$ie* an% Close


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Key Activities

Ini%ent Management

Value to Business@Inrease% a$ailability o' business ser$ies@/e%ue% impat on the business operations@Timely resolution o' ini%ents@6serbusiness satis'ation

!e'ine Poliy

Prioriti4e

/eor% an% Classi'y

Initial in$estigation an% !iagnosis

In$estigate an% !iagnose

/esol$e /eo$er an% Close

PurposeThe purpose o' ini%ent management is to

restore normal ser$ie operations as soon as

possible an% to minimi4e a%$erse impat on

business operations"

Output

@ Ini%ent og!atabase

@ Temporary Solution

Boraroun%

@ /e>uest 'or hange

@ Problem /eport

@ Per'ormane /eports

Input

@ Ini%ent (ourrene)

@ S#

@ CMS

@ ,no*n 7rror !atabase

@ !e'ets !atabase

Monitor Measure an% /eport


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Key Activities

Problem Management

Value to Business@Impro$e% a$ailability o' IT ser$ies@/e%ue% operational ost an% ris@Impro$e% pro%uti$ity o' business an% IT sta''

!e'ine Poliy

Classi'y an% Prioriti4e

I%enti'y an% /eor%

In$estigate an% !iagnose

In$estigate Solution (Boraroun% or Permanent)

6p%ate ,7!-

PurposeThe purpose o' problem management is to

a$oi% the re:ourrene o' ini%ents an% to

minimi4e the impat o' ini%ents that annot be

pre$ente%"

Output

@ Problem

@ ,no*n 7rror

@ Boraroun% Solutions

@ Permanent Solutions

@ /oot Cause /eport

@ ,7!-

@ Management reports

@ PI/ /eport

Input

@ Ini%ent

@ 7$ents

@ CMS

Post Implementation /e$ie*


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Key Activities

/e>uest Aul'illment Management

Value to Business@-etter utili4e% IT resoures@/e%ue% osts o' o*nership@Impro$e% ser$ie >uality@Impro$e% business operations@6serbusiness satis'ation

!e'ine Poliy

#ppro$e

/eor%

Aul'ill

Close

Monitor an% Tra

PurposeThe purpose o' re>uest 'ul'illment management

is to han%le 're>uent lo*:ost lo*:ris ser$ie

re>uests (planne% e$ents) that are reei$e% by

the IT %epartment"

Output

@ Ser$ie /e>uest

og!atabase

@ Per'ormane /eports

Input

@ Ser$ie /e>uest

@ S#

/eport


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Key Activities


Value to Business@-etter business an% IT alignment@Impro$e% a$ailability o' IT ser$ies@Impro$e% >uality o' business ser$ies@/e%ue% Total Cost o' +*nership (TC+)

!e'ine Poliy

I%enti'y Impro$ement +pportunities

!e'ine CSI Poliy

7stablish Ser$ie e$el -aselines

Prepare Ser$ie Impro$ement Plan

Con%ut Ser$ie /e$ie*s

Ser$ie /eporting

PurposeThe purpose o' Continual Ser$ie

Impro$ement (CSI) is to ontinually align IT

ser$ies to the hanging business nee%s in

or%er to impro$e the o$erall >uality %eli$ery

an% $alue o' IT ser$ies"

Output

@ Continual Ser$ie

Impro$ement Poliy

@ Impro$ement+pportunities


Plan

@ Ser$ie /eports

Input

@ -usiness &ee%s

@ Corporate Vision an%

Mission


/e>uirements

@ Ser$ie e$el

/e>uirement


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ITI Implementation

PLAN

CHECK

ACT

DO

Initiate and PlanInitiate and Plan

@-usiness Case@Management Commitment@Aorm Team@ProGet Charter@ProGet Plan

@I%enti'y Se>uene o' Tass@#ppro$als@ProGet ,i:+''

ClosureClosure

@7$aluate /esults@Eonor Team@Plan Ser$ie Impro$ement@Trans'er +*nership@ProGet Closure

Process ImprovementProcess Improvement

Project ManagementProject Management

MethodologyMethodology

,-ase% on the .Plan !o Che/ #t

Proess Impro$ement i'eyle an%

Con'orms to Proet Management -est

Praties

!ecute" #onitor $ Control!ecute" #onitor $ Control

Proess !e'inition@Borshops@Ainali4e Tass@3#P #nalysis

Proess !eployment@3ui%e an% Mentor@Status /eporting

AuditAudit

@#u%it Planning@Con%uting #u%it


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Critial Suess Aators

+ Management ommitment

+ Aun%ing an% resoures

+ !e%iate% proess o*ners

+ Planning 'or ultural hange

+ &ot %oing too muh at one

+ 6n%erstan%ing ey business %ri$ers


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ITI Quali'iation Sheme

ITI Aoun%ation 'or Ser$ie Management

Managing #ross the i'eyle

ITI 7Dpert

i'eyle Mo%ules Capability Mo%ules

ITI Master


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ITI Quali'iation Sheme(ontinue%)

Foundation %evel The entry le$el 'or the sheme is the ITI Aoun%ation in IT

Ser$ie Management" The 'oun%ation erti'iation is a

re>uirement 'or eligibility to tae 'urther erti'iations"

Intermediate %evel The ITI Interme%iate e$el allo*s an%i%ates to selet

spei'i interme%iate erti'iations *hih are o' interest to

them base% on their o*n in%i$i%ual nee%s" The interme%iate le$el pro$i%es t*o mo%ules

Ser$ie i'eyle Mo%ule Ser$ie Capability Mo%ule


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ITI Quali'iation Sheme(ontinue%)

ITI% !pert Certi&icate The ITI 7Dpert Certi'iate is a*ar%e% to an%i%ates

in reognition o' their ahie$ement o' pre$ious le$els

o' ITI >uali'iation ahie$ements"

ITI% #aster 'uali&ication The 'inal le$el o' the sheme the ITI Master

Quali'iation is the highest >uali'iation a$ailable

*ithin the program"


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/elate% ins

+ +''ie o' 3o$ernment Commere (+3C) in 6,+ ***"og"go$"u

+ ITI +nline (6,)+ ***"ITI"o"u

+ itSMA IT Ser$ie Management Aorum+ ***"itsm'"om(6S)

+ ***"itsm'"o"u(6,)
http://www.ogc.gov.uk/http://www.itil.co.uk/http://www.itsmf.com/http://www.itsmf.co.uk/http://www.itsmf.co.uk/http://www.itsmf.com/http://www.itil.co.uk/http://www.ogc.gov.uk/

itil overview presentation v1.0

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