1 / 28

Simplifying ITIL v3 vs 2011: What’s New? | NetCom Learning Presents

Join Donna Holt, ITIL Expert and NetCom Instructor, as she compares ITIL v3 with ITIL 2011. Explore the key changes, strategies, processes, and exclusive offers in IT Service Management.

vernon
Download Presentation

Simplifying ITIL v3 vs 2011: What’s New? | NetCom Learning Presents

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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™

More Related