About ITSM Academy
Accredited Education Certified Process Design Engineer (CPDE)
Since 2003 - Tens of Thousands Trained and CertifiedCertified Process Design Engineer (CPDE)
ITIL® Foundation
ITIL Capability (OSA|PPO|RCV|SOA)
ITIL Lifec cle (SS|SD|ST|SO|CSI)
ITSM Professional Diplomas Change/Support/SLM
Public Classes throughout U.S. ITIL Lifecycle (SS|SD|ST|SO|CSI)
ITIL Managing Across the Lifecycle (MALC)
ITIL Service Manager Bridge
/
Corporate On-Site Classes Virtual Classes Courseware Licensing
ISO/IEC 20000 Foundation
MOF Foundation
Practical, Value-Add Workshops
Courseware Licensing Corporate & Partner (GEM)
Alumni Program PMI Global Education Providerp
ITSM Leadership
ITIL, MOF, ISO 20K Overviews
Apollo 13 Visible Ops: The Class
PMI Global Education Provider Federal Government (GSA)
Contractor Certified Woman-Owned
1© ITSM AcademyWelcome!
Apollo 13, Visible Ops: The Class
And more!
Certified Woman Owned
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
ITIL Core and the Service Lifecycle
Service Strategy Define and execute a service
strategy Service Design Design and develop services and SM g p
processes Service Transition Transition new and changed services Transition new and changed services
into operations Service Operation Manage service delivery and Manage service delivery and
support Continual Service Improvement Identify and implement
ITIL Core is built around a service lifecycle.
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
2© ITSM Academy
Identify and implement improvements
a service lifecycle.
ITIL Text - SS 1 Intro, 1.2
Service Strategy Important Terms
Utility
Business Case Functionality offered by a
product or service to meet a particular need
Warranty
Decision support and planning tool; justifies a significant expenditure
Risk Service is available as needed
with required capacity, continuity and security
Service Portfolio
Possible event that could cause harm, loss or missed objective
Return on Investment (ROI) Diff b t b fit Service Portfolio
Complete set of services managed by a service provider
Service Pipeline
Difference between benefit achieved and cost to achieve
Pattern of Business Activity (PBA)
Services under consideration or development
Service Catalog Services that are live and
A workload profile of one or more business activities
Outcome I t d d t l lt f
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Services that are live and available for deployment
Intended or actual result of an activity, process or IT service
ITIL Text - SS 4
Service Strategy Purpose and Objectives
Service Strategy defines the perspective, position, plans and patterns that a service provider must execute to meet an
i ti ’ b i t
Understand what strategy is
organization’s business outcomes.
Define services and their customers Define how value is created and delivered Id tif t iti d h t l it Identify opportunities and how to exploit Provide a service provision model Understand required capabilitiesUnderstand required capabilities Document how assets are used/optimized Provide processes that define and enable execution of
h
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the strategy
ITIL Text - SS 1.1.1
Service Design Purpose, Objectives and Scope
Service Design designs IT services and the governing IT practices, processes and policies to realize the service provider’s strategy.
Facilitate the introduction of services i t t d i t into supported environments Design IT services so minimal
i t i d improvements are required Embed continual improvement in all
S i D i ti iti Service Design activities
The scope of Service Design includes the design of appropriate and
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innovative IT services to meet current and future business requirements. All (five) aspects of Service Design are considered.
ITIL Text - SD 1.1.1, 1.1.2
Service Transition Purpose, Objectives and Scope
Service Transition ensures that new, modified, retired or transferred services meet the expectations of the business.
Plan and manage service changes efficiently and effectively Manage risks relating to new, changed or retired servicesg g , g Successfully deploy service releases into supported
environmentsS i h f Set correct expectations on the performance and use of new or changed services
Ensure that service changes create the expected g pbusiness value
Provide good-quality knowledge and information about services and service assets
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about services and service assets
ITIL Text - ST 1.1.1, 1.1.2
Service Operation Purpose, Objectives and Scope
Service Operation coordinates and carries out theactivities and processes required to deliver and manage
services at agreed levels to business users and customers
Maintain business satisfaction and confidence in IT through effective and
services at agreed levels to business users and customers.
confidence in IT through effective and efficient delivery and support of agreed IT services
Minimize the impact of service outages on day-to-day business activities
Ensure access to agreed IT services is Ensure access to agreed IT services is only provided to those authorizedThe scope of Service Operation includes ongoing management of
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services, along with the SM processes, technology and people that are used to deliver and support those services.
ITIL Text - SO 1.1.1, 1.1.2
There is no finish line…
Service Strategy
Service Output
FeedbackLessons Learned
Design
Service Output
FeedbackLessons Learned
Transition
Service O t t
Output
Once services are identified and processes are implemented the real
k b i Service Operation
Outputwork begins… CSI must be embedded within an
organization’s culture.
8© ITSM AcademyContinual Service Improvement
Remember the Goal….
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Business and customer satisfaction.
Want to Learn More?
Master
Managing Across the Lifecycle (MALC)
5 credits
ITIL Expert
Certified Process Design Engineer
(CPDE)
Complementary Course1.5 credits
ISO/IEC 20000 Foundation
Complementary Course1 credit
Service Offerings and Agreement (SOA)
Managing Across the Lifecycle (MALC)
3 credits each 4 credits eachCSI
SO
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)SSSD
STSO
V3 F d ti
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
2 credits © ITSM Academy 2008
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V3 Foundation
ITIL SOA
Visible OPS
From Help Desk to Service Desk
Certified Process Design Engineer (CPDE)
ITIL Service Strategy
ITIL PPO
ITIL RCV
ITIL OSAITIL Managing Across the Lifecycle (MALC)
Defining Your Service Catalog
Service TransitionOverview
Service Operation
the Lifecycle (MALC)ITIL Service Design
ITIL Service Transition
ITIL Service Operation
OverviewITIL ContinualService Improvement
Apollo 13 Simulation
ISO/IEC 20000Foundation
ITIL Foundation
Assigning Dynamic Roles and Responsibilities
Customer Service Excellence
MOF Foundation
ITIL Executive Overview
ITSM ITIL O i
Leadership Skills
Building Blocks ofProcess Design
Solid colored boxes represent accredited certification courses. Grey boxes represent non-certification courses including workshops and simulations.
ISO/IEC 20000 Overview
ITIL Overview