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International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL) Skilled to Thrill Series 2010: Andrew Kouroupis Introduction to ITIL Cert. ITIL v2 & v3, BA English, MS Instructional Systems Design ( IT Infrastructure Library ) ITIL v3 Foundation Certification & Relevance to BA/PM Practice What to Expect All together, about 30 minutes of talk, and 20 minutes of listen Who I am, How I got here, and Why I care My Certification Experience (ITIL v2 in 2004, v3 in 2009) ITIL Objectives and Opportunity – Why You Should Care Core Concepts – a Common Mental Model ITIL Framework – a Service Management Lifecycle Further Qualification Levels Resources Discussion My Journey of Becoming an IT Business Analyst Aptitude, an analytic nature, and hard work lessons Managing electronic publishing and writing (BA in English) Instructional Designer (MS Instructional Systems Design – ISD) Knowledge Management Consultant (Wang New Zealand) ITIL v2, then ITIL v3 Foundation Certification BA, Project Manager, Process Engineer (Fonterra New Zealand) Business Systems Analyst (State of Florida and BCBSFL) Self-actualized, life-long learning makes a BA/PM ITIL What is it? IT Infrastructure Library ITIL is a non-proprietary approach and systematic framework for managing IT services. Developed by the UK Office of Government Commerce (OGC). Organizations around the world are using ITIL as the global standard for IT service management to improve efficiency and communication in IT services. Standard of good practice for defining, managing, and continually improving IT Services Business Benefit ITIL Objectives Provide Value to the Business Align IT objectives with business objectives Provide improved IT services Increase productivity Improve customer satisfaction Improve the use of skills and experience Improve the delivery of third party services Create clear and documented processes for IT Service Delivery Business Benefit Process Frameworks Map to ITIL COBIT (best practices for IT managers and auditors) mapped to ITIL. Rational Tivoli Unified Process reflects an IBM version of ITIL Microsoft Operations Framework: defines a limited ITIL implementation. MOF is mapped to ITIL as part of the documentation framework. ITIL Certification Why Adopt ITIL as a BA or PM Professional? IT Infrastructure Library A body of knowledge (books) providing a basis for professional practice and certification. (You mean like PMBOK and BABOK …? Yes !) Internationally accepted view of IT Service Management Standard of good practice for defining, managing, and continually improving IT Services Common frame of reference and terminology across IT roles Provides measurable value to the business An education track for professional development and certification in IT Service Management A competitive advantage for businesses and practitioners. Why Adopt: Job Listings from Monster.com: “ITIL” = 900+ hits, including … Application, Infrastructure, Support, Management roles: ─ Business Analyst ─ Business Systems Analyst ─ Project Manager ─ Program Manager ─ Support Analyst ─ Business Process Analyst ─ Workflow Systems Analyst ─ Software Process Engineer ─ Business Process Engineer ─ Quality Assurance Analyst ─ ITIL Consultant Job Listings from Monster.com: ITIL Certification Required or Preferred Some BA, PM, QA Analyst, Systems Analyst role requirements: • ITIL v3 Foundation Certification highly desired. • ITIL/ISO 20000 Foundation Certification and CMMI experience also a plus. • Use process quality standards, best practices and methodologies (such as Maturity Models, ITIL, CMM) that seek to improve processes that will enable innovation, operational excellence, effectiveness, and efficiency. • Process Quality certification in one or more of the following areas: Six Sigma Black Belt, Six Sigma Green Belt, CSQE, CISA, ITIL, PMP. • Utilization of structured Project Management Methodology/ ITIL training/experience. • PMI and/or ITIL certification required. Certification: Basic Level ITIL Foundation v3 ITIL V3 Foundation Certificate in IT Service Management Study one or more guides Take practice exams in the study guides Pay the exam fee 40-question multiple-choice exam at a local training vendor site Demonstrate knowledge of the ITSM Lifecycle and ITIL concepts Pass the exam ITIL Foundation Study Guides 2009 and later editions Art of Service ITIL V3 Foundation Complete Certification Kit 3rd Edition: Study Guide Book and Online Course ($90) Passing Your ITIL Foundation Exam (OGC) ($29) Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives ($25) ITIL Core Concepts (and discussion) Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Service Management: a set of specialized organizational capabilities for providing value to customers in the form of services. Service Package: A detailed description of an IT service that is available to be delivered to customers. Includes one or more core services and supporting services and a Service Level Package. Process Model: a process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder. ─ A process takes one or more defined inputs and turns them into defined outputs. ─ A process may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs. ─ A process may define policies, standards, guidelines, activities, and work instructions. ─ Processes become strategic assets when they create competitive advantage and market differentiation. Info Tech is not the business. Technology is not the service. ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement ITL Service Lifecycle A Dynamic Service Lifecycle ITIL Service Lifecycle Service Strategy Service Operation ─ Service Portfolio Management ─ Event Management ─ Demand Management ─ Incident Management ─ IT Financial Management ─ Problem Management Service Design ─ Request Fulfillment ─ Access Management ─ Service Catalogue Management Continual Service Improvement ─ Service Level Management ─ Risk Management ─ Service Level Management ─ Capacity Management ─ Service Measurement and Reporting ─ Continual Service Improvement Service Transition ─ Service Asset and Configuration Management ─ Service Validation and Testing ─ Evaluation ─ Release and Deployment Management ─ Change Management ─ Knowledge Management ITIL Study Guides for Further Qualifications OGC Publications ITIL v3 Qualification Scheme Structure Certification: Intermediate Level ITIL Managing Across the Lifecycle ITIL Intermediate Qualification (tailored to your career focus) Pass the ITIL Foundation exam. Demonstrate knowledge of one study stream matching your career goals: ─ ITIL Lifecycle Stream (5 certifications) • Service Strategy • Service Design • Service Transition • Service Operation, and • Continual Service Improvement ─ ITIL Capability Stream (4 certifications) • Service Offerings and Agreements • Release, Control and Validation • Operational Support and Analysis • Planning, Protection and Optimization ITIL Resources ITIL Official Site (itil-officialsite.com) Source for all official word on certification schemes, publications, and evaluations. IT Service Management Forum USA (itSMF USA) Non-profit professional membership organization founded on ITIL practice, also supports ITSM frameworks such as ISO20000, COBIT, and Six Sigma Art of Service (training vendor) Books, implementation tools and guides, online learning Discussion Skilled to Thrill Series 2010: Andrew Kouroupis Introduction to ITIL Cert. ITIL v2 & v3, BA English, MS Instructional Systems Design ( IT Infrastructure Library ) ITIL v3 Foundation Certification & Relevance to BA/PM Practice
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