1. © 2010 Plexent – All rights reserved. 1 Change –The addition, modification or removal of approved, supported or baselined CIs Request for Change –Record of details of a change request to any CI Forward Schedule of Change –Calendar containing details of all changes approved for implementation Terminology

2. © 2010 Plexent – All rights reserved. 2 Improved alignment of IT services to business requirements Increased visibility and communication of changes of both business and service support staff Improved risk assessment Increased productivity of users Reduced adverse impact of changes Benefits

3. © 2010 Plexent – All rights reserved. Release Management ITIL OVERVIEW

4. © 2010 Plexent – All rights reserved. 4 Protection of the live environment and its services through the use of formal procedures and checks Ensure control of the Definitive Media Library and Definitive Storage Ensure all releases are being rolled out are secure and traceable Goals

5. © 2010 Plexent – All rights reserved. 5 Release –One or more approved changes Responsibilities Development environment Controlled test environment Live environment Distribution and installation Communication preparation, testing Roll-out planning Release acceptance Fit for purpose testing Build and configure Design and develop or order and purchase Release planning Release policy Configuration Management System Definitive Media Library

6. © 2010 Plexent – All rights reserved. 6 Improved service quality Quality assurance of IT components Reduced illegal, wrong or unauthorized components Increased use of resources Improved ability to cope with high levels of change Benefits

7. © 2010 Plexent – All rights reserved. Capacity Management ITIL OVERVIEW

8. © 2010 Plexent – All rights reserved. 8 Ensure cost justifiable IT Capacity exists and matched to the current and future identified needs of the business Goals

9. © 2010 Plexent – All rights reserved. 9 Responsibilities

10. © 2010 Plexent – All rights reserved. 10 Increased efficiency and more economic provision of IT Services Elimination of panic buying Deferred expenditure More confident capacity forecasts Fewer capacity related incident Alignment to business needs Benefits

11. © 2010 Plexent – All rights reserved. Availability Management ITIL OVERVIEW

12. © 2010 Plexent – All rights reserved. 12 Optimizing IT infrastructure, IT services and IT support’s capability to deliver a cost effective and sustained level of availability that enables and supports business processes Or in other words: Avoiding unavailability events (incidents) as long as that is required by the customer Goals

13. © 2010 Plexent – All rights reserved. Terminology Availability Reliability Maintainability Resilience Recoverability Serviceability Security Vital Business Function

14. © 2010 Plexent – All rights reserved. 14 Cost effective design and management of services Support of service level management Reduce failure frequency and duration Meet requirements for high availability Mindset shift from ‘error correction’ to ‘service enhancement’ IT is seen as ‘value add’ to the business Benefits

15. © 2010 Plexent – All rights reserved. IT Service Continuity Management ITIL OVERVIEW

16. © 2010 Plexent – All rights reserved. 16 Support the overall Business Continuity Management Ensuring that the required IT technical and service facilities can be recovered within the required, and agreed, business time scales Goals

17. © 2010 Plexent – All rights reserved. 17 Process (1) Initiation Requirements and Strategy Implementation Initiate Continuity MGMT Business Impact Analysis Risk Assessment Business Continuity Strategy Organization and Implementation Planning Implement Stand-by Arrangements Develop Recovery Plans Implement Risk reduction Measures Development procedures Initial testing

18. © 2010 Plexent – All rights reserved. 18 Process (2) Education and awareness Review and Audit Testing Change Management Training Assurance Ongoing Operations

19. © 2010 Plexent – All rights reserved. 19 Reduce the number of breaks and disasters that impact services Reduce the impact of disasters Increase ability to recover from disasters in a controlled manner Reduce lost time, providing greater continuity of service to users Minimal interruption to the business Benefits

20. © 2010 Plexent – All rights reserved. Financial Management for IT Services ITIL OVERVIEW

21. © 2010 Plexent – All rights reserved. 21 Cost effective management of assets and resources used in providing services Account fully for spending on services and attribute these cost to services delivered Assist decisions on IT investment by providing detailed business cases for changes to services Goals `

22. © 2010 Plexent – All rights reserved. 22 Responsibilities Business IT requirements Budgeting Predicting and controlling the spending of money within the organization IT operational plan Accounting Enables the IT organization to account fully for the way money is spent Financial targets Charging Required to bill customers for the services supplied to them Invoices Costing models Charging policies Feedback on charges from business

23. © 2010 Plexent – All rights reserved. 23 Accurate information for investment decisions Sufficient funding for required service Decisions based on cost-effectiveness Ability to justify IT expenditure Understand costs of not taking advantage of opportunities of change Recover costs Benefits

24. © 2010 Plexent – All rights reserved. Service Level Management ITIL OVERVIEW

25. © 2010 Plexent – All rights reserved. 25 To maintain and improve IT service quality Have a constant cycle of agreeing, monitoring and reporting on IT service achievements Instigate actions to eradicate poor service Goals

26. © 2010 Plexent – All rights reserved. 26 Responsibilities Plan the Process Planning Implementation Implementing Process Periodic Reviews Ongoing Process Catalog Services DraftNegotiate Agree SLA Review UC&OLA Monitor ReportReview Review SLAs UCs & OLAs Review SLM Process

27. © 2010 Plexent – All rights reserved. 27 Agreements Customer IT Organization Internal Providers (Departments) External Providers (Suppliers) Service Level Agreement Operational Level Agreement Underpinning Contract

28. © 2010 Plexent – All rights reserved. 28 Multi-level Agreements Customer Service CorporateCustomerService

29. © 2010 Plexent – All rights reserved. 29 Establish a business–like relationship with the business through measurable and realistic service level agreements Balance service requirements of customers against the costs and complexity of providing those services Reduce unpredictable demand Baseline for service improvements for greater customer satisfaction Benefits

30. © 2010 Plexent – All rights reserved.

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