© | Hansan Global | All Rights Reserved WELCOME Hansan Global Pte Ltd For illustration

© | Hansan Global | All Rights Reserved 2 Instructor Intro Ms. Lavanya A, PMP – Anchor Faculty –Board of Director, PMI, Project Management Institute (Singapore Chapter) –Posses more than 10 years of hands on Project Management experience with various MNC’s (Microsoft, Hewlett-Packard etc) –PMP certified and –ITIL V3 Foundation certified –Possesses hrs of training exp & in full time dedicated training Profession

© | Hansan Global | All Rights Reserved 3 (short intro on the below) –Your name –Your nature of work (e.g., Project Manager, System Analyst…etc) –Business nature of your organization (e.g, Telecom, Aerospace. etc) –Years of experience –What is your expectation about this course. Introduce Yourself

© | Hansan Global | All Rights Reserved 4 Logistics Pantry Floor maps Class schedules & timing –3 days –9am to 5pm

© | Hansan Global | All Rights Reserved 5 Objective of the course 1.To provide a clear understanding of the ITIL v3 Lifecycle 2.To get certified on ITIL V3 Foundation

© | Hansan Global | All Rights Reserved 6 1.ITSM (IT Service Management) and ITIL (IT Infrastructure Library) 2.ITIL V3 (Service Lifecycle) 1.Service Strategy 2.Service Design 3.Service Transition 4.Service Operation 5.Continual Service Improvement Course Overview

© | Hansan Global | All Rights Reserved 7 Course Organisation Lecture Case Study Practice Tests Foundation Certification Exam

© | Hansan Global | All Rights Reserved 8 Service Lifecycle Terms Value creation Benefits of ITIL Organizational Context Governance Process Model

© | Hansan Global | All Rights Reserved 9 Next few slides demonstrates the essential components if service lifecycle. They are denoted with the following color conventions: Legend Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 10 Terms Service Models Service Provider Types Key Service Strategy Activities Financial Management Service Portfolio Management Business Service Management Service Portfolio Demand Management Service Strategy Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 11 Service Design Path Business Change Process Design Management Service Design Aspects –Service Solutions –Portfolio –Technology Architecture –Management System –Processes Methods and Metrics Service Design Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 12 Service Transition Service V model Change Management Scope Roles & Responsibilities R’s of Change Asset and Configuration Management Knowledge Management Process of Service Transition –Transition planning and Support –Release and Deployment Management –Testing and Validation –Evaluation Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 13 Service Operation Service Desk Technical Management Application Management IT Operations Managements Service Vs Components Stability Vs Responsiveness Reactive Vs Proactive Event, Request Fulfillment Incident Management Problem Management Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 14 Continual Service Improvement CSI Activities Required Skills Metrics CSI Model Seven Step of Improvement Role of Measurement Continual realignment Measure, Analyze and Review Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 15 Inter-relationship Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Cont Improvement ITIL Design Strategy Operation Transition

© | Hansan Global | All Rights Reserved 16 Agenda for the next 2.5 days Day 1: –Service Lifecycle –Service Strategy Day 2: –Service Design –Service Transition Day 3: –Service Operation –CSI (Continual Service Improvement)

© | Hansan Global | All Rights Reserved 17 ITIL Foundation Exam One hour Closed book exam 40 MCQ type Passing score 65% (26 out of 40)

© | Hansan Global | All Rights Reserved 18 ITIL Review Mid 1980’s –CCTA (Central Computer and Telecom Agency) –OGC (Office of Government Commerce) Evolution –30+ titles in v1 (Government Information Technology Infrastructure Management Methodology) –7+ titles in v2 –5 titles in v3 De-facto standards for Service Management itSMF (IT Service Management Forum)

© | Hansan Global | All Rights Reserved 19 ITIL Origins – Where Did It Come From ? United Kingdom – Late 80’s Early 90’s Office of Government Commerce (OGC) Promote Sound IT Service Management Practices Created The IT Infrastructure Library (ITIL) – Knowledge & Guidance On IT Service Management Continually Refined and Updated Now Supported by an International User’s Group

© | Hansan Global | All Rights Reserved 20 Reason for ITIL Non-Proprietary Non-Perspective Guidance (De-Facto Standards) Innovative ITIL is Proven and Valuable ( but it doesn't mean you need to make a change just for the sake of changing )

© | Hansan Global | All Rights Reserved 21 Reason for ITIL Best Practices paves to Good Practices Good Practices paves to Best Practices

© | Hansan Global | All Rights Reserved 22 Other Standards COBIT ISO/IEC ISO/IEC ISO/IEC 19770:2006 Management of Risk MOF (Microsoft Operations Framework) CMMI Six Sigma ITIL Live

© | Hansan Global | All Rights Reserved 23 ITIL Qualification Scheme SSSDSOSTCSIOSAPPORCVSOA ITIL Expert Managing Through The Lifecycle Minimum 22 credits needed 15 credits16 credits 2 credits Lifecycle Stream Capability Stream SS – Service Strategy SD – Service Design SO – Service Operations ST – Service Transition CSI – Continual Service Improvement OSA – Operational Support & Analysis PPO – Planning, Protection & Optimization RCV – Release, Control & Validation SOA – Service Offerings & Agreement ITIL Foundation For Service Management Advanced Level

© | Hansan Global | All Rights Reserved 24 Getting Started Most of these might sound familiar and what you practice in your org However : –Do not try to relate things with your practical life –Understand the verbatim as such, even though it might be in contradiction to what you have in mind. –Tests helps to understand were you are currently in the subject –When you have doubt, stop the lecture half way. –Read carefully before answering the questions.