make it to the top · 2016-12-19 · asl asl iso/iec 20000 itil ... •asl •mof •bisl. 41 exin...

EXIN International

Regional Manager for Greater China: Sun ZP

Make IT to the top

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ITILITILITILITIL的发展历程的发展历程的发展历程的发展历程

ITIL V1 90年代初

ITIL V2 2001年

两大核心内容服务支持(Service Support)同服务提供

(Service Delivery)共包含了十个核心管理流程以及一

个职能

ISO20000 2005年12月

BS 15000 正式被纳入ISO国际标准–ISO 20000的诞生

ITIL V3 2007年6月

生命周期视角描述了IT服务管理

服务策略、服务设计、服务导入、服务运营以及持续性

服务改进

IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®

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ITIL Value chain

1.ITIL

2. Forum - itSMF

3.Publication

4.Certification

5.Training

6.Consulting

7.Tools & Application

Users

ITILTraining

Certification

Consulting

Tools

Forum Publication

Others

Best Practice of ITSM - ITIL ®

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ITILITILITILITIL版本版本版本版本2.02.02.02.0


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ITILITILITILITIL版本版本版本版本3.03.03.03.0––––生命周期生命周期生命周期生命周期

服务策略 Strategy

服务设计 Design

服务导入 Transition

服务运营 Operation

持续性服务改进

Continual Service

Improvement

Strategy

Operation Transition

Design

Continual

Impro

veme

nt

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行业协会行业协会行业协会行业协会

•tSMF – it Service Management Forum IT服务管理服务管理服务管理服务管理

论坛论坛论坛论坛

•itSMF宗旨宗旨宗旨宗旨：：：：通过独立通过独立通过独立通过独立，，，，透明以及非盈利性的知识平透明以及非盈利性的知识平透明以及非盈利性的知识平透明以及非盈利性的知识平

台在全球推广台在全球推广台在全球推广台在全球推广IT服务管理的普及和应用服务管理的普及和应用服务管理的普及和应用服务管理的普及和应用

•itSMF 在全球在全球在全球在全球47个国家和地区设立了分会个国家和地区设立了分会个国家和地区设立了分会个国家和地区设立了分会

•ItSMF 分会的构成以及其运营模式分会的构成以及其运营模式分会的构成以及其运营模式分会的构成以及其运营模式

•itSMF 在大中华地区的发展在大中华地区的发展在大中华地区的发展在大中华地区的发展


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OGC ITILv2.0出版物出版物出版物出版物

英国商务部英国商务部英国商务部英国商务部(OGC)出版机构出版机构出版机构出版机构TSO – The Stationary Office


Service Support Service Delivery Application Mgt ICT Infrastructure Mgt Planning to implement Service Mgt

Software Asset Mgt Business Perspective1 Business Perspective2 Security Mgt Introduction to ITIL

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OGC ITILv3.0出版物出版物出版物出版物

英国商务部英国商务部英国商务部英国商务部(OGC)出版机构出版机构出版机构出版机构TSO – The Stationary Office


《《《《服务策略服务策略服务策略服务策略》》》》（（（（Service Strategy））））《《《《服务设计服务设计服务设计服务设计》》》》（（（（Service Design））））《《《《服务导入服务导入服务导入服务导入》》》》（（（（Service Transition））））《《《《服务运营服务运营服务运营服务运营》》》》（（（（Service Operation））））《《《《持续性服务改进持续性服务改进持续性服务改进持续性服务改进》》》》（（（（Continuous Service Improvement））））

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itSMF 国际出版物国际出版物国际出版物国际出版物


ITIL

Foundation

Frameworks Six Sigma Metrics Service

AgreementISO/IEC

20000

Project

Prince2

Security

ISO27001

Governance

Cobit

ALS Programme MOF

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联合北京清华大学出版社翻译出版联合北京清华大学出版社翻译出版联合北京清华大学出版社翻译出版联合北京清华大学出版社翻译出版IT服务服务服务服务

管理书库系列管理书库系列管理书库系列管理书库系列


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认证考试认证考试认证考试认证考试 V2.0

•ITIL Foundation : IT服务管理基础认证考试服务管理基础认证考试服务管理基础认证考试服务管理基础认证考试

•ITIL Practitioner: IT服务管理从业者认证考试服务管理从业者认证考试服务管理从业者认证考试服务管理从业者认证考试

•ITIL Service Manager: IT服务经理认证考试服务经理认证考试服务经理认证考试服务经理认证考试


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认证考试认证考试认证考试认证考试 V2.0


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0

20000

40000

60000

80000

100000

120000

140000

160000

180000

19

93

- 2

00

0

20

01

20

02

20

03

20

04

20

05

20

06

20

07

EXIN Exams for ITIL® IT Service Management Foundation

EXIN Introduces ITIL Foundation Certificate

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EXIN Exams for ITIL® Practitioners &IT Service Manager

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

1993

1995

1997

1999

2001

2003

2005

2007

EXIN Introduces ITIL Clustered

Practitioners

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EXIN/exams for ITIL® previous years

0%

20%

40%

60%

80%

100%

1993 1995 1997 1999 2001 2003 2005 2007

Foundation Practitioner Manager

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EXIN/ ITIL® 1993 - 2006

335,639

23,19415,481

Foundation Practitioner Manager

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Total number of EXIN exams in 2007

• The Netherlands : 20.000

• International : 174.000

• Total number of exams : 194.000

Total Number of ITIL exmas

1993- 2007: more than 570.000

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Number of EXIN exams per region 2007

America North

24%

America South

5%

Asia

25%

Europe West

36%

Europe East

2%South Pacific

5%

Middle East

1%

Africa South

1%

Africa North

1%

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Number of ITIL® Foundation exams per

region 2007 (June – December)

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20

% of ITIL® Foundation exams per region 2007

(January – December)

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Number of ITIL® Foundation exams per

region 2008 (January – June)

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% of ITIL® Foundation exams per region 2008

(January – June)

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Trend

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

2007-

06

2007-

07

2007-

08

2007-

09

2007-

10

2007-

11

2007-

12

2008-

01

2008-

02

2008-

03

2008-

04

2008-

05

2008-

06

Month

# o

f exam

s

v2 Foundation v3 Foundation totals

Trend on ITIL® Foundation exams

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IT服务管理考试全球平均通过率服务管理考试全球平均通过率服务管理考试全球平均通过率服务管理考试全球平均通过率Pass Rate

• Foundation v2 : 89%

• Foundation v3 : 81%

• Practitioner : 76%

• Service Support : 62%

• Service Delivery : 59%

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51704311320012063299981667共计共计共计共计

8188476892043818242台湾台湾台湾台湾

111910285422531094348410香港香港香港香港

3233243619697491823831215中国中国中国中国

200720062005200420032002200120001999

大中华地区大中华地区大中华地区大中华地区ITIL考试数量考试数量考试数量考试数量1993-2007

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ITILITIL®® V2V2

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Work InstructionWork Instruction Process executionProcess execution StrategicStrategicProcess controlProcess control

MOFMOF

ITIL v2ITIL v2

ITIL v3ITIL v3 ITIL v3ITIL v3

ISO/IEC 17799 ISO/IEC 17799 –– ISO 27001ISO 27001

COBITCOBIT

CoSOCoSO

TMapTMap

Prince2Prince2

MSPMSP

ASLASL ASLASL

ISO/IEC 20000ISO/IEC 20000

ITILITIL®® V2V2

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Foundation Certificate in IT Service Management guarantees your understanding of the basic terms, concepts, and relationships between ITIL processes.

With the Practitioner Certificate in IT Service Management you have proven abilities in the specialized and practical aspects of one of the clustered ITIL processes.

The Manager's Certificate in IT Service Management provides you with internationally recognized credentials that show you have clearly demonstrated your ability to implement and manage the overall IT Service provision.

ITILITIL®® V2V2

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ITILITIL®® V3V3

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MOFMOF

ITIL v2ITIL v2



COBITCOBIT

CoSOCoSO

TMapTMap

Prince2Prince2

MSPMSP

ASLASL ASLASL


ITILITIL®® V3V3

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ITIL® V2 & V3 Credit Assignment

ITIL Expert: Achievement (22pts)ITIL Expert: Achievement (22pts)

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ISO 20000ISO 20000

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MOFMOF

ITIL v2ITIL v2



COBITCOBIT

CoSOCoSO

TMapTMap

Prince2Prince2

MSPMSP

ASLASL ASLASL


ISO 20000ISO 20000

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International Quality Standard for IT Service International Quality Standard for IT Service

ManagementManagement

Providing guidance for the improvement of IT Providing guidance for the improvement of IT

Services and ITSM processesServices and ITSM processes

Focusing on constant improvement of services Focusing on constant improvement of services

and processesand processes

Assessing the quality of the IT Service provisionAssessing the quality of the IT Service provision

Certification of IT Service providersCertification of IT Service providers

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Professional’s Level

Auditing TrackManagement Track

Support of IT Services

Control of IT Services

Management and

improvement of IT

Services

Delivery of IT Services

Alignment of Business and IT

Manager/Consultant’sCertificate

according to ISO/IEC 20000

Internal Auditor’sCertificate


Senior Manager/Consultant’s Certificate


Lead Auditor’sCertificate


Foundation Certificate


Foundation Level

filtere

d

filtere

d

ISO/IEC 20000 certificationISO/IEC 20000 certification

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Why ISO/IEC 20000?

Because it is …

• An international, independent Quality Standard

• Specifies the practical procedures an organization should follow to improve the quality of its IT Service Management processes

• Achievable and certifiable

• Used for Government and Companies as proof of quality for providers entering tenders

• Part of the bigger management system scope (ISO 9000, ISO 27000, ISO 14000, etc.)

• Related to successful Best Practices such as ITIL®, MOF, COBIT, ISO 9000, CMMI and ASL

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ISO/IEC 20000

Planning and implementing new or changed services

Planning and implementing service management

Requirements for a management system

Service Delivery Processes

Service level ManagementCapacity ManagementInformation Security

Management

Service Continuity and Availability Management

Budgeting and Accounting for

IT services

Service Reporting

Release

Process

Release Management

Relationship

Process

Business Relationship Management

Supplier Management

Resolution

ProcessesIncident Management

Problem Management

Control Processes

Change Management

Configuration Management

IT S

ervic

e M

anag

emen

t

bes

t pra

ctic

es

ISO

9000

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The new building for IT Service Management

ISO/IEC 20000IT

IL®

MO

F

CO

BIT

ISO

900

0

CM

MI

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39IT OperationIT Operation

GovernanceGovernance

Governance ITGovernance IT

Servic

e M

anagem

ent

Servic

e M

anagem

ent

Application D

evelo

pm

ent

Application D

evelo

pm

ent

IT S

ecurity

IT S

ecurity

Proje

ct M

anagem

ent

Proje

ct M

anagem

ent

IT P

lannin

gIT P

lannin

g

Quality

Syste

mQ

uality

Syste

m

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ClassificationClassification

Models of quality Models of quality and control:and control:

••ISO 9000ISO 9000

••ISO 20000ISO 20000

••COBITCOBIT

••COSOCOSO

••TQMTQM

••EFQMEFQM

••Six SigmaSix Sigma

••TMapTMap

••ISO 27001ISO 27001

Framework of Framework of processes:processes:

••ITILITIL®® (v2 e v3)(v2 e v3)

••ASLASL

••MOFMOF

••BiSLBiSL

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ITIL and other certificationsITIL and other certifications

Work InstructionWork Instruction Process executionProcess execution StrategyStrategyProcess controlProcess control

MOFMOF

ITIL v2ITIL v2



COBITCOBIT

CoSOCoSO

TMapTMap

Prince2Prince2

MSPMSP

ASLASL ASLASL


Fonte: ISACA ampliato da A. Praitano

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The value of the certificationsThe value of the certifications

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Respondents regional representation

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Survey Results - The perceived benefits of ITIL® V2 & V3

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Survey Results - The perceived benefits of ITIL® V2 & V3

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Survey Results - How long does the market want ITIL® V2 to stay?

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Survey Conclusions

•Almost half of the people would like to see ITIL® V2 remain coexisting

peacefully with ITIL® V3 in the long term. Less than 5% of the survey

participants think ITIL® V2 certification should be stopped at this moment.

•Almost 70% of the trainers and consultants argue that their customers

still ask for ITIL® V2 certification and a cross check with the users

confirms this demand. The main reasons given for the continuing demand for ITIL® V2 certifications are good experience with V2, the

proven track record of V2 and the fact that no new, additional

investments in an updated version of a framework have to be made.

•Trainers/consultants that currently sell or advise on ITIL® V3, mainly

state that they do so because V3 is the latest version, the evolution of

V2 but also because they are uncertain how much longer ITIL® V2 certification will remain available to the public.

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Prove your competencies: get certified

• Proven quality of your IT staff to show all

your customers

• Strengthen skills & improve job

performance

• Stay competitive

• Better use of human resources

• Measuring the effectiveness of

training programs

Independent certificates: quality assured

Thank you for Thank you for Thank you for Thank you for your attention!your attention!your attention!your attention!

make it to the top · 2016-12-19 · asl asl iso/iec 20000 itil ... •asl •mof •bisl. 41 exin...

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