1. ITIL in a Nutshell ITIL v3 vs 2011 What’s New?
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ITIL in a Nutshell
ITIL v3 vs 2011
What’s New?

2. 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

3. Agenda GoToWebinar Controls ITIL v3 vs ITIL 2011 Interactive Polls
ITIL v3 vs ITIL 2011 Continued
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4. GoToWebinar Controls

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

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

7. 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

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

9. 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

10. 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

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

12. 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

13. 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

14. 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.

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

16. 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

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

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

19. 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

20. 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.

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

22. Service Operations Functions
Service Desk
Technical Management
Application Management
Operations Management

23. 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.

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

25. 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 2011 Intermediate: Foundation and Service Lifecycle - Boot Camp
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