The evolution of ITIL ® Service Management by ygh20234

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									The evolution of ITIL® Service
        Management
    Jane Clark

Management Consultant
   ConnectSphere
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
     IT Service Management Framework
                                                           Supplementary Material
                                                         1. ITIL Self Assessment
                                                            Questionnaire
Formal Standard                      Part 1              2. Managers Guide to
                                  Specification             Service Management
(ISO/IEC20000                                               (BIP 0005)
or local variant)                                        3. ITSM Self-assessment
                                                            Workbook (BIP 0015)
                                  Part 2
                              Code of Practice


ITIL, BSI Achieving
ISO/IEC 20000 series           Best Practices



Implementation &       Policies, processes, procedures
service
improvement
plans
ITIL® V2 Books
ITIL® Service Management
                                Release                      IT Service
                                                             Support
                Service         Change
                 Desk




                                             Configuration
                               Problem
  Customers
    Users




                               Incident
               Service        Availability
                Level
              Management       Capacity

              IT Continuity   IT Finance

                               IT Service
                               Delivery
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
           ITIL® V3 – The Structure
  Core               Complementary                    Web
    Core              Support for particular    Value added products,
Best Practice            market sector         process maps, templates,
 Guidance                or technology                 studies




                Customised implementation
       ITIL® V3 Core Books
Strategy Generation                   Event, Request, Incident,
Strategy Implementation               Problem, Technology,
Value Networks                        Operations, Access,
Service Portfolio Mgmt,               Monitoring & Control
Financial Management, ROI

Policy, Planning & Imp
Five Aspects of Service Design        Measurement, Trends,
Availability, Capacity, Continuity,   Reporting & Analysis,
Service Level Mgmt, Supplier          Review, Assessment, SIP
Mgmt.
Outsourcing Design

Change, Build and Test, Release       The Big Picture,
& Deployment,                         Service Model Maps,
Service Asset and Configuration,      Practice Basics,
Knowledge Mgmt                        Getting Started
                                  Advanced SM
                                   Professional
                                     Diploma

                            ITIL Diploma Achieved
  V3
Manager
Bridge             5                                             5
                       Managing through the Lifecycle
  5
                       15Credit                     16 Credits
               3       s
                       3     3    3    3

  V2
Service
Manager
  17
                                      2 credits
               ITIL Foundation for Service Management

          V3 Bridge                                          V3 Bridge
                                  V2 Foundation
                                    Certificate
         Jane Clark

       ConnectSphere
Business & Technology Centre
        Bessemer Drive
        Herts. SG1 2DX
  Tel: +44 (0)845 838 2345
  Fax: +44 (0)845 838 2346
enquiries@connectsphere.com

								
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