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ITIL in a Nutshell

NetCom Learning Presents. ITIL in a Nutshell. ITIL v3 vs 2011 What’s New?. ITIL in a Nutshell – V3 vs 2011 What’s New?. Donna Holt ITIL Expert NetCom Instructor Subject Matter Expert. Agenda. GoToWebinar Controls ITIL v3 vs ITIL 2011 Interactive Polls

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ITIL in a Nutshell

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  1. NetCom Learning Presents ITIL in a Nutshell ITIL v3 vs 2011 What’s New?

  2. ITIL in a Nutshell – V3 vs 2011 • What’s New? Donna Holt ITIL Expert NetCom Instructor Subject Matter Expert

  3. Agenda • GoToWebinar Controls • ITIL v3 vs ITIL 2011 • Interactive Polls • ITIL v3 vs ITIL 2011 Continued • Exclusive Offers & News • ITIL Class with Dona Holt • Q&A

  4. GoToWebinar Controls

  5. ITIL Recap What is IT Service Management?

  6. Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

  7. 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

  8. IT Service Management(The Ideology) A systematic approach to enable IT organizations to: Plan, Develop, Deliver and Support IT Services

  9. 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

  10. Audience Polls

  11. Service Strategy Processes • Service Portfolio Management • Financial Management for IT Services • Business Relationship Management • Strategy Management • Demand Management

  12. Strategy Management for IT Services • The newprocess of Strategy Management for IT Servicesis responsible for developing and maintaining business and IT strategies. • This process is not taught as part of the ITIL Foundations Course

  13. 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

  14. Business Relationship Management • Business Relationship Management is a new process and a also a newrole 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.

  15. Service Design Processes • Design Coordination • Service Catalog Management • Service Level Management • Availability Management • Capacity Management • Service Continuity Management • Information Security Management • Supplier Management

  16. 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

  17. Design Coordination (cont’d) • Service Catalog • Multiple views • Technical View • Business Views • Wholesale • Retail

  18. Service Transition Processes • Transition Planning & Support • Change Management • Service Asset & Configuration Management • Release & Deployment Management • Knowledge Management • Change Evaluation • Service Validation & Testing

  19. 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

  20. 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.

  21. Service Operations Processes • Incident Management • Problem Management • Request Fulfillment • Access Management • Event Management

  22. Service Operations Functions • Service Desk • Technical Management • Application Management • Operations Management

  23. 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.

  24. Continual Service Improvement Processes • Seven Step Improvement • CSI Approach (instead of Model) • CSI Register - New

  25. 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.

  26. Exclusive Offers • Live Online Training™ is fully interactive ILT • NetCom Training Loan • Sarder Scholarship - $2500 every month World Innovation Forum • June 20th – June 21st 2012, New York City Center • 11 world renowned experts and practitioners Passionate about Learning™

  27. ITIL Classes at NetCom 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

  28. Questions & Answers 1-888-5-NETCOM (563-8266) info@netcomlearning.com www.NetComLearning.com Passionate about Learning™

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