presentation - warren dakin - sysop
Post on 21-Oct-2014
439 views
DESCRIPTION
TRANSCRIPT
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
IT Service ManagementIT Service Management
Presented by
Warren Dakin
(Director – IT Service Management)
Professional Development ForumProfessional Development Forum4 February 20044 February 2004
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
The Importance of IT in The Importance of IT in Today’s WorldToday’s World
““The core objectives of the modern company cannot The core objectives of the modern company cannot
be met without modern technology”be met without modern technology” source Institute of Directors
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
• IT is available when the business wants it.IT is available when the business wants it.• IT delivers what the business needs. IT delivers what the business needs. • Service disruptions are very rare.Service disruptions are very rare.• Immediate help when things go wrongImmediate help when things go wrong• Any disruptions to service are minimalAny disruptions to service are minimal• Value for moneyValue for money
What do Business’s want and expect What do Business’s want and expect from ITfrom IT
Don’t want to worry about IT
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
The cultural change necessary for The cultural change necessary for today’s IT professionalstoday’s IT professionals
Recognition that :Recognition that :• IT is a major business tool – IT is a major business tool –
– (not just a technical challenge)(not just a technical challenge)• IT is a service provided to customers.- IT is a service provided to customers.-
– (customer / user / consumer focused)(customer / user / consumer focused)• The IT department is a service provider.The IT department is a service provider.
– (supplier).(supplier).• IT needs to be business aware. IT needs to be business aware.
– (in order to provide a service that meets business (in order to provide a service that meets business requirements)requirements)
IT needs to be more integrated with the
business
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
What is IT Service ManagementWhat is IT Service Management
• Best practices: aimed at improving Best practices: aimed at improving IT services in all areas.IT services in all areas.
• Effective and proven processes and Effective and proven processes and proceduresprocedures
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL) “Service Management Processes”“Service Management Processes”
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)What is its aim?What is its aim?
To move from this stateTo move from this state To this stateTo this state
We d Love ToHear From You!
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
Service Management QualificationsService Management Qualifications
Foundation Certificate
Foundation courseFoundation exam
Manager’s Certificate
Manager Training coursesManager exams
Practitioner Certificate
Practitioner course(s)Practitioner exam(s)
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
Growth in Service Management Growth in Service Management training and qualificationstraining and qualifications
• qualificationsFoundation exams
3426
0
500
1000
1500
2000
2500
3000
3500
4000
Q1-2000/1 Q2-2000/1 Q3-2000/1 Q4-2000/1 Q1-2001/2 Q2-2001/2 Q3-2001/2 Q4-2001/2 Q1-2002/3 Q2-2002/3 Q3-2002/3 Q4-2002/3 Q1-2003/4 Q2-2003/4
Quarter
Nu
mb
er
of
stu
de
nts
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
Manager's Certificate
427
0
50
100
150
200
250
300
350
400
450
Q1-2000/1 Q2-2000/1 Q3-2000/1 Q4-2000/1 Q1-2001/2 Q2-2001/2 Q3-2001/2 Q4-2001/2 Q1-2002/3 Q2-2002/3 Q3-2002/3 Q4-2002/3 Q1-2003/4 Q2-2003/4Quarter
Num
ber
of S
tude
nts
Growth in Service Management Growth in Service Management training and qualificationstraining and qualifications
• qualifications
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
QualificationsQualifications
• AccreditedAccredited
• Higher exam pass rate than ISEB published Higher exam pass rate than ISEB published rate for all candidatesrate for all candidates– Foundation 95%Foundation 95% (89%)(89%)– Manager’s 78%Manager’s 78% (57%)(57%)
• Only provider to offer Examination Success Only provider to offer Examination Success GuaranteeGuarantee
AccreditedAccredited
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
What comes after the training?What comes after the training?
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
• Any Questions?
IT Service ManagementIT Service Management