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Net. Com Learning Presents ITIL in a Nutshell ITIL v 3 vs 2011 What’s New?
ITIL in a Nutshell – V 3 vs 2011 What’s New? Donna Holt ITIL Expert Net. Com Instructor Subject Matter Expert
Agenda • • Go. To. Webinar Controls ITIL v 3 vs ITIL 2011 Interactive Polls ITIL v 3 vs ITIL 2011 Continued Exclusive Offers & News ITIL Class with Dona Holt Q&A
Go. To. Webinar Controls
ITIL Recap What is IT Service Management?
Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Good Customer Service • Facilitates the desired outcomes of the customer • Enhances performance of the customer’s tasks • Reduced the effects of constraints on the customer and production • Increases the probability of achieving the desired outcome
IT Service Management (The Ideology) A systematic approach to enable IT organizations to: Plan, Develop, Deliver and Support IT Services
The IT Service Lifecycle Strategy – The business goal of this service? Design – Develop the service Transition – Test, train & implement to production Operation – Day to day events Continuous Improvement – Review for improvement
Service Strategy Processes • • • Service Portfolio Management Financial Management for IT Services Business Relationship Management Strategy Management Demand Management
Strategy Management for IT Services • The new process of Strategy Management for IT Services is responsible for developing and maintaining business and IT strategies. • This process is not taught as part of the ITIL Foundations Course
Demand Management • Demand Management remains a process as part of Service Strategy • This process is no longer taught as part of the ITIL Foundations Course
Business Relationship Management • Business Relationship Management is a new process and a also a new role in ITIL. • The main goal is to understand the customer’s expectations and the service provider’s ability to meet those expectations and to negotiate an agreement.
Service Design Processes • • Design Coordination Service Catalog Management Service Level Management Availability Management Capacity Management Service Continuity Management Information Security Management Supplier Management
Design Coordination • The Design Coordination Process has been added to clarify the flow of activity. • It provides a control body over the other process in the Service Design Stage of the Lifecycle • It is a part of the ITIL Foundations Course
Design Coordination (cont’d) • Service Catalog – Multiple views • Technical View • Business Views – Wholesale – Retail
Service Transition Processes • • Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Knowledge Management Change Evaluation Service Validation & Testing
Change Evaluation • Previously named, “Evaluation”, this process has been renamed and more clearly defined as a process to evaluate the Change Process itself. • This process is not covered in the ITIL Foundations Course
Transition Planning & Support • The purpose of this new process is to provide the overall planning for service transitions and coordinate the required resources • Monitor and improve the performance of the Service Transition stage of the lifecycle.
Service Operations Processes • • • Incident Management Problem Management Request Fulfillment Access Management Event Management
Service Operations Functions • • Service Desk Technical Management Application Management Operations Management
Incident Management Process • Incident Matching has been expanded in and a new procedure flow has been added for Incident Matching including escalation to the Problem Management process.
Continual Service Improvement Processes • • • Seven Step Improvement CSI Approach (instead of Model) CSI Register - New
Seven Step Improvement • The Seven Step Improvement model has been “upgraded” to the Seven Step Improvement Process in the Continual Service Improvement Stage of the lifecycle.
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ITIL Classes at Net. Com ITIL Foundations: • April 23 – April 25 Arlington, VA (LOT) • June 25 – June 27 New York (LOT) ITIL 2011 Intermediate: Foundation and Service Lifecycle Boot Camp • June 4 – June 17 Las Vegas • 14 Day Boot Camp • Testing on-site • Travel Package
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