International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL)

1. International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL) Skilled to Thrill Series 2010: Introduction to ITIL ( IT Infrastructure Library ) ITIL v3 Foundation Certification & Relevance to BA/PM Practice Andrew Kouroupis Cert. ITIL v2 & v3, BA English, MS Instructional Systems Design

2. What to Expect • All together, about 30 minutes of talk, and 20 minutes of listen • Who I am, How I got here, and Why I care • My Certification Experience (ITIL v2 in 2004, v3 in 2009) • ITIL Objectives and Opportunity – Why You Should Care • Core Concepts – a Common Mental Model • ITIL Framework – a Service Management Lifecycle • Further Qualification Levels • Resources • Discussion

3. My Journey of Becomingan IT Business Analyst • Aptitude, an analytic nature, and hard work lessons • Managing electronic publishing and writing (BA in English) • Instructional Designer (MS Instructional Systems Design – ISD) • Knowledge Management Consultant (Wang New Zealand) • ITIL v2, then ITIL v3 Foundation Certification • BA, Project Manager, Process Engineer (Fonterra New Zealand) • Business Systems Analyst (State of Florida and BCBSFL) • Self-actualized, life-long learning makes a BA/PM

4. ITILWhat is it? • IT Infrastructure Library • ITIL is a non-proprietary approach and systematic framework for managing IT services. • Developed by the UK Office of Government Commerce (OGC). • Organizations around the world are using ITIL as the global standard for IT service management to improve efficiency and communication in IT services. • Standard of good practice for defining, managing, and continually improving IT Services

5. Business Benefit ITIL Objectives Provide Value to the Business • Align IT objectives with business objectives • Provide improved IT services • Increase productivity • Improve customer satisfaction • Improve the use of skills and experience • Improve the delivery of third party services • Create clear and documented processes for IT Service Delivery

6. Business Benefit Process Frameworks Map to ITIL • COBIT (best practices for IT managers and auditors) mapped to ITIL. • Rational Tivoli Unified Process reflects an IBM version of ITIL • Microsoft Operations Framework: defines a limited ITIL implementation. MOF is mapped to ITIL as part of the documentation framework.

7. ITIL CertificationWhy Adopt ITIL as a BA or PM Professional? • IT Infrastructure Library • A body of knowledge (books) providing a basis for professional practice and certification. (You mean like PMBOK and BABOK …? Yes !) • Internationally accepted view of IT Service Management • Standard ofgoodpractice for defining, managing, and continually improving IT Services • Commonframe of reference and terminology across IT roles • Providesmeasurable value to the business • An education track for professional development and certification in IT Service Management • A competitive advantage for businesses and practitioners.

8. Why Adopt: Job Listings from Monster.com: “ITIL” = 900+ hits, including … Application, Infrastructure, Support, Management roles: • Business Analyst • Business Systems Analyst • Project Manager • Program Manager • Support Analyst • Business Process Analyst • Workflow Systems Analyst • Software Process Engineer • Business Process Engineer • Quality Assurance Analyst • ITIL Consultant

9. Job Listings from Monster.com: ITIL Certification Required or Preferred • Some BA, PM, QA Analyst, Systems Analyst role requirements: • ITIL v3 Foundation Certification highly desired. • ITIL/ISO 20000 Foundation Certification and CMMI experience also a plus. • Use process quality standards, best practices and methodologies (such as Maturity Models, ITIL, CMM) that seek to improve processes that will enable innovation, operational excellence, effectiveness, and efficiency. • Process Quality certification in one or more of the following areas: Six Sigma Black Belt, Six Sigma Green Belt, CSQE, CISA, ITIL, PMP. • Utilization of structured Project Management Methodology/ ITIL training/experience. • PMI and/or ITIL certification required.

10. Certification: Basic LevelITIL Foundation v3 • ITIL V3 Foundation Certificate in IT Service Management • Study one or more guides • Take practice exams in the study guides • Pay the exam fee • 40-question multiple-choice exam at a local training vendor site • Demonstrate knowledge of the ITSM Lifecycle and ITIL concepts • Pass the exam

11. ITIL Foundation Study Guides2009 and later editions • Art of Service ITIL V3 Foundation Complete Certification Kit 3rd Edition: Study Guide Book and Online Course ($90) • Passing Your ITIL Foundation Exam (OGC) ($29) • Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives ($25)

12. ITIL Core Concepts(and discussion) • Service:A means of delivering value to customersby facilitating outcomes customers want to achieve without the ownership of specific costs and risks. • Service Management:a set of specialized organizational capabilities for providing value to customers in the form of services. • Service Package:A detailed description of an IT service that is available to be delivered to customers. Includes one or more core services and supporting services and a Service Level Package. • Process Model: a process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder. • A process takes one or more defined inputs and turns them into defined outputs. • A process may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs. • A process may define policies, standards, guidelines, activities, and work instructions. • Processes become strategic assets when they create competitive advantage and market differentiation. • Info Tech is not the business. Technology is not the service.

13. ITIL Service Lifecycle • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement

14. ITL Service Lifecycle

15. A Dynamic Service Lifecycle

17. ITIL Service Lifecycle • Service Operation • Event Management • Incident Management • Problem Management • Request Fulfillment • Access Management • Continual Service Improvement • Service Level Management • Service Measurement and Reporting • Continual Service Improvement • Service Strategy • Service Portfolio Management • Demand Management • IT Financial Management • Service Design • Service Catalogue Management • Service Level Management • Risk Management • Capacity Management • Service Transition • Service Asset and Configuration Management • Service Validation and Testing • Evaluation • Release and Deployment Management • Change Management • Knowledge Management

18. ITIL Study Guides for Further QualificationsOGC Publications

19. ITIL v3 Qualification Scheme Structure

20. Certification: Intermediate LevelITIL Managing Across the Lifecycle • ITIL Intermediate Qualification (tailored to your career focus) • Pass the ITIL Foundation exam. • Demonstrate knowledge of one study stream matching your career goals: • ITIL Lifecycle Stream (5 certifications) • Service Strategy • Service Design • Service Transition • Service Operation, and • Continual Service Improvement • ITIL Capability Stream (4 certifications) • Service Offerings and Agreements • Release, Control and Validation • Operational Support and Analysis • Planning, Protection and Optimization

21. ITIL Resources • ITIL Official Site (itil-officialsite.com) • Source for all official word on certification schemes, publications, and evaluations. • IT Service Management Forum USA (itSMF USA) • Non-profit professional membership organization founded on ITIL practice, also supports ITSM frameworks such as ISO20000, COBIT, and Six Sigma • Art of Service (training vendor) • Books, implementation tools and guides, online learning

22. Discussion Skilled to Thrill Series 2010: Introduction to ITIL ( IT Infrastructure Library ) ITIL v3 Foundation Certification & Relevance to BA/PM Practice Andrew Kouroupis Cert. ITIL v2 & v3, BA English, MS Instructional Systems Design