1. The evolution of ITIL® Service Management

2. Management Consultant ConnectSphere
Jane Clark
Management Consultant
ConnectSphere

3. Why do Projects Fail? – BCG (’94/95)
Soft factors
Vision, culture, employee motivation, top-down v. participatory
Harder aspects - DICE
Duration
Short projects – total length
Long projects – time between formal reviews
Integrity
Project team’s ability to successfully complete the project on time
Commitment
Senior management
Local level
Effort
How much work does the change initiative require above the regular workload of the employee

4. IT Service Management Framework
Supplementary Material
ITIL Self Assessment Questionnaire
Managers Guide to Service Management (BIP 0005)
ITSM Self-assessment Workbook (BIP 0015)
Formal Standard (ISO/IEC20000
or local variant)
Part 1 Specification
Part 2
Code of Practice
ITIL, BSI Achieving ISO/IEC series
Best Practices
Implementation & service
improvement plans
Policies, processes, procedures

5. ITIL® V2 Books

6. ITIL® Service Management
Desk
Release
Configuration
IT Service
Support
Change
Problem
Users Customers
Incident
Service
Level
Management
Availability
Capacity
IT Continuity
IT Finance
IT Service
Delivery

7. ITIL® V3 – The Service Lifecycle
Business and IT integration
Measuring IT in business value outcomes
Global sourcing
Changing architectures - SOA, service virtualisation
Convergence of strategy, governance and management
Compliance and control
Complexity of services and systems
Balancing stability v. responsiveness
Predictive as well as proactive

8. ITIL® V3 – The Structure Core Complementary Web
Best Practice
Guidance
Support for particular
market sector
or technology
Value added products,
process maps, templates, studies
Customised implementation

9. ITIL® V3 Core Books Strategy Generation
Strategy Implementation
Value Networks
Service Portfolio Mgmt, Financial Management, ROI
Event, Request, Incident, Problem, Technology, Operations, Access,
Monitoring & Control
Policy, Planning & Imp
Five Aspects of Service Design
Availability, Capacity, Continuity, Service Level Mgmt, Supplier Mgmt.
Outsourcing Design
Measurement, Trends, Reporting & Analysis,
Review, Assessment, SIP
Change, Build and Test, Release & Deployment,
Service Asset and Configuration,
Knowledge Mgmt
The Big Picture,
Service Model Maps,
Practice Basics,
Getting Started

10. ITIL Foundation for Service Management Managing through the Lifecycle
2 credits
15Credits 3
16 Credits
Managing through the Lifecycle 5
ITIL Diploma Achieved
Advanced SM Professional Diploma
Minimum 22 credits needed to achieve Diploma
V3 Manager
Bridge 5
V2 Service Manager 17
V3 Bridge
V3 Bridge
V2 Foundation Certificate

11. Business & Technology Centre
Jane Clark
ConnectSphere
Business & Technology Centre
Bessemer Drive
Herts. SG1 2DX
Tel: +44 (0)
Fax: +44 (0)