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

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

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What is IT Service Management? ITIL Recap What is IT Service Management?

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

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

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

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

Audience Polls Using New and Advanced Topics in Windows PowerShell 2.0 PowerShell Security Advanced Managing Remote Sessions Configuring Remote Desktop Services in Server 2008

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

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

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

Business Relationship Management Business Relationship Management is a new process and a also a new role 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.

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

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

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

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

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

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.

Service Operations Processes Incident Management Problem Management Request Fulfillment Access Management Event Management

Service Operations Functions Service Desk Technical Management Application Management Operations Management

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.

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

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.

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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

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