International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL)
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Transcript of International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL)
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
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
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
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
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
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.
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 of good practice for defining, managing, and continually improving IT Services
Common frame of reference and terminology across IT roles
Provides measurable value to the business
An education track for professional development and certification in IT Service Management
A competitive advantage for businesses and practitioners.
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
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.
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
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)
ITIL Core Concepts(and discussion)
Service: A means of delivering value to customers by 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.
ITIL Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
ITL Service Lifecycle
A Dynamic Service Lifecycle
ITIL Service Lifecycle
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
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
ITIL Study Guides for Further QualificationsOGC Publications
ITIL v3 Qualification Scheme Structure
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
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
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