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Complete ITIL Guide for Beginners Instructor-led Classroom

Complete ITIL Guide for Beginners


Complete ITIL Guide for Beginners Agenda

1. What is ITIL 2. The ITIL Career Path Overview 3. The ITIL Overview 4. What value ITIL adds to the Business 5. What value ITIL adds to your Career


Complete ITIL Guide for Beginners 1. What is ITIL? •

United Kingdom – 1980s

UK Cabinet Office

Promote Sound IT Service Management Practices

Created the IT Infrastructure Library (ITIL)

Knowledge & Guidance - IT Service Management

Continually Refined and Updated by ITSMF

Current Version is ITIL 2011


Complete ITIL Guide for Beginners 1. What is ITIL Se

CS I

rv ice

1. ITSM Best (Better) Practices De

Servic e

sig n

Strate

Op er at io ns

More than 20 Years of Practical Working Experience

Public Domain with “de facto standard” Status Worldwide

2. Promotes the Sound Practice of IT Service Management by

gy

• Alignment of Business & IT Goals Se rv

Se rv ic e

ice

• Managing the Entire IT Service Lifecycle Tra • Dealing with Complexity & Change ns •itioAddressing the Need for Best Practices for Managing Technology n

• Promoting Continuous IT Service Improvement


Complete ITIL Guide for Beginners 1. What is ITIL

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Complete ITIL Guide for Beginners 2. The ITIL Career Path Overview

ITIL Master

ITIL Expert Achieved Minimum 22 Credits Needed to Achieve Expert 5

3 SS

5

Managing Through the Lifecycle

15 Credits 3 3 3 SD ST SO

3 CSI

ITIL Service Lifecycle Modules

4 SOA

16 Credits 4 4 PPO RCV

4 OSA

ITIL Service Capability Modules

ITIL Practitioner

3 Credits

ITIL Foundation for Service Management

2 Credits


Complete ITIL Guide for Beginners 3. The ITIL Overview o Service Lifecycle •

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

o Service Capability Modules •

Service Offerings and Agreements (SOA)

Planning, Protection, and Optimization (PPO)

Release, Control, and Validation (RCV)

Operational Support and Analysis (OSA)


Complete ITIL Guide for Beginners Service Lifecycle o Service Strategy o Service Design o Service Transition o Service Operation o Continual Service Improvement

 Financial management  Service Portfolio Management  Demand Management  Strategy Operation


Complete ITIL Guide for Beginners Service Lifecycle o Service Strategy o Service Design o Service Transition o Service Operation

 Service Level Management

o Continual Service Improvement

 Availability Management  Capacity Management  Continuity Management  Information Security Management  Service Catalogue Management  Supplier Management


Complete ITIL Guide for Beginners Service Lifecycle o Service Strategy o Service Design o Service Transition o Service Operation o Continual Service Improvement

 Change Management  Configuration Management  Release Management  Transition Planning & Support  Service Validation & Testing  Evaluation  K knowledge Management


Complete ITIL Guide for Beginners Service Lifecycle o Service Strategy o Service Design o Service Transition o Service Operation

 Service Desk

o Continual Service Improvement

 Incident Management  Problem Management  Access Management  Event Management  Request Fulfilment  Technical Management  Application Management  IT Operations Management


Complete ITIL Guide for Beginners Service Lifecycle o Service Strategy o Service Design o Service Transition o Service Operation o Continual Service Improvement

ď ś 7 Step Process Improvement


Complete ITIL Guide for Beginners Service Capability o Service Offerings and Agreements (SOA) o Planning, Protection, and Optimization (PPO) o Release, Control, and Validation (RCV) o Operational Support and Analysis (OSA) ď ś Focuses on Practical Application of Service Strategy & Service Design processes


Complete ITIL Guide for Beginners Service Capability o Service Offerings and Agreements (SOA) o Planning, Protection, and Optimization (PPO) o Release, Control, and Validation (RCV) o Operational Support and Analysis (OSA)

ď ś Practical information capacity, availability, service continuity, information security and demand management ď ś Ensures that new and updated services can be released requiring minimal updates, if any


Complete ITIL Guide for Beginners Service Capability o Service Offerings and Agreements (SOA) o Planning, Protection, and Optimization (PPO) o Release, Control, and Validation (RCV) o Operational Support and Analysis (OSA)

 Helps in the area planning, testing and implementation of new services  Ensures that services meets the customer / user or organization’s needs  Details and in depth information on the Service Transition processes  Change management and the management of knowledge to improve future decision making is covered


Complete ITIL Guide for Beginners Service Capability o Service Offerings and Agreements (SOA) o Planning, Protection, and Optimization (PPO) o Release, Control, and Validation (RCV) o Operational Support and Analysis (OSA)

 Module focuses on enabling the Operations processes  Detail coverage on support desk operations and processes  Teaches organizations how to manage the every day IT operations


Complete ITIL Guide for Beginners 4. What Value ITIL Adds to The Business o Establishes a set of processes that are better practices for IT Operational Success o Uses public versus private practices, more transportable o Implements consistent processes across corporate boundaries o Helps establish “Service Provisioning� as a way of doing business o Aimed at the business side and delivering value to the business o IT becomes a service provider to the business operations o Establishes the Support Desk as the Single Point of Contact


Complete ITIL Guide for Beginners 5. What Value ITIL Adds to Your Career o Continual learning process over multiple years o A career path for a profession in Service Delivery o Improved value of your services / knowledge to the business o World wide recognition of your value to the business o Indicates, with appropriate discipline, you are in control of orderly processes


Complete ITIL Guide for Beginners ITIL Trainings offered by MSys Training o ITIL® Foundation o ITIL® Practitioner o ITIL® Intermediate Service Strategy (SS) o ITIL® Intermediate Service Design (SD) o ITIL® Intermediate Service Transition(ST) o ITIL® Intermediate Service Operation (SO) o ITIL® Intermediate Continual Service Improvement (CSI) o ITIL® Intermediate Planning, Protection & Optimisation (PPO) o ITIL® Intermediate Service Offerings & Agreements (SOA) o ITIL® Intermediate Release, Control & Validation (RCV) o ITIL® Intermediate Operational Support & Analysis (OSA) o Managing Across The Lifecycle (MALC®)


Complete ITIL Guide for Beginners

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Complete ITIL Guide for Beginners  

The ITIL® Foundation is an entry level qualification in Information Technology industry. It gives participants information about the key ele...

Complete ITIL Guide for Beginners  

The ITIL® Foundation is an entry level qualification in Information Technology industry. It gives participants information about the key ele...

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