What is ITIL - An Introduction
description
Transcript of What is ITIL - An Introduction
What is ITIL®?
An Introduction
Erika Flora, CSM, PMP, PgMP, ITIL Expert
Consulting | Assessment | Training
(866) 856-3117
www.beyond20.com
Copyright 2013 Beyond20, LLC, All Rights Reserved
Agenda
• Introduction
• ITIL and ITSM
• Value of ITSM
• IT Service Lifecycle
• ITIL Certification path
• Q&A
Copyright 2013 Beyond20, LLC, All Rights Reserved
Introduction
• Erika Flora, PMP, PgMP, ITIL Expert
▫ Principal, Beyond20
▫ itSMF and PMI board member and speaker
▫ Led multiple ITSM projects
• Beyond20
▫ ITIL training, assessment, consulting, and implementation
▫ PMI Global Registered Education Provider
▫ APMG Accredited Training Organization (ATO)
Copyright 2013 Beyond20, LLC, All Rights Reserved
What is ITIL?
• Stands for “IT Infrastructure Library”
• Comprehensive collection of IT best practices
• Started in the late 1980s out of the UK
• Drawn from private and public sectors worldwide
• Describes good practice in IT Service Management (ITSM)
Copyright 2013 Beyond20, LLC, All Rights Reserved
ITIL in the marketplace
• ITIL v3 Foundations ranked 3rd highest paying IT certification in 2008 and 2009 (TechTarget)
• 45% of Fortune 500 companies are currently at some phase of ITIL implementation (Gartner)
• 85% of CIOs surveyed said that ITIL is on their roadmap for the next 24 months (Gartner)
Copyright 2013 Beyond20, LLC, All Rights Reserved
ITIL provides value
• Gartner research found 80% of mission critical application service downtime is directly caused by people or process failures
• ITIL helps companies increase IT efficiency, improve quality, and save costs
• AMR Research reports that IT organizations that have implemented ITIL good practices have saved up to 10% in IT costs without sacrificing the quality of service delivery
Copyright 2013 Beyond20, LLC, All Rights Reserved
• “People want a quarter inch hole, not a quarter inch drill”
Professor Theodore Levitt, Harvard Business School
Copyright 2013 Beyond20, LLC, All Rights Reserved
IT Service Management
• ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services
• Shifting the conversation:
▫ Technology → Services
▫ Cost → Value
▫ Necessary evil → Trusted partner
Copyright 2013 Beyond20, LLC, All Rights Reserved
Services - IT as a Service
• Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks
Copyright 2013 Beyond20, LLC, All Rights Reserved
Value of ITSM
• Business and IT Alignment
• Improved Service Availability
• Improved IT Agility and Responsiveness
• Increased Customer Satisfaction
• Regulatory / Statutory Compliance
Copyright 2013 Beyond20, LLC, All Rights Reserved
ITSM Lifecycle
Copyright 2013 Beyond20, LLC, All Rights Reserved
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
Service Strategy
• Provides guidance for:
▫ Defining IT services that will bring value to the business
▫ Managing the overall IT Portfolio
▫ Aligning IT capabilities with business strategies
• Benefits:
▫ Proactively anticipate customer needs
▫ Provide a stronger strategic contribution
▫ Better support and improve the overall business
Copyright 2013 Beyond20, LLC, All Rights Reserved
Service Design
• Provides guidance for:
▫ Designing and developing services and processes to maintain and increase IT value to customers
▫ Defining Service Level Agreements
• Benefits:
▫ Design services aligned with business needs
▫ Reduce rework
Copyright 2013 Beyond20, LLC, All Rights Reserved
Service Transition
• Provides guidance for:
▫ Transitioning new and changed services into operations
▫ Managing change, service assets and configuration, and release and deployment
▫ Controlling risks of failure and/or disruption
• Benefits:
▫ Ability to make a high volume of changes, while minimizing risks to the live environment
▫ Maintain better control of IT assets
Copyright 2013 Beyond20, LLC, All Rights Reserved
Service Operation
• Provides guidance for:
▫ Delivering day-to-day support of services to ensure ongoing value for customers
▫ Managing availability, controlling demand, optimizing capacity, etc.
• Benefits:
▫ Maintain a stable and responsive environment
▫ Shift from being reactive to proactive
▫ Increase customer perception and satisfaction
Copyright 2013 Beyond20, LLC, All Rights Reserved
Continual Service
Improvement
• Provides guidance for:
▫ Making improvements in service quality, operational efficiency, and business continuity
• Benefits:
▫ Leverage organizational wisdom and knowledge sharing
▫ Affect organizational and individual behavior
Copyright 2013 Beyond20, LLC, All Rights Reserved
Certification Path
Copyright 2013 Beyond20, LLC, All Rights Reserved
Foundations (2 credits)
Lifecycle (3 credits) Capability (4 credits)
SS SD ST SO OSACSI RCVPPOSOA
Managing Across the Lifecycle (5 credits)
ITIL Expert
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
Upcoming ITIL v3 Foundation classes• Washington, DC
▫ August 26-28
• New York, NY
▫ September 30 – October 2
• Phoenix, AZ
▫ November 2-4
• 24 PDUs
• 100% pass guarantee
• www.beyond20.com
Copyright 2013 Beyond20, LLC, All Rights Reserved
We offer
ITIL
Onsite and e-
learning
courses too!
Questions?
Erika Flora: [email protected]
(866) 856-3117 office
Blog articles: beyond20.com/blog
Twitter: @erikaflora @beyond20
LinkedIn: www.linkedin.com/in/eflora
YouTube: youtube.com/user/Beyond20LLC
Copyright 2014 Beyond20, LLC, All Rights Reserved