© 2007-2008 | Hansan Global | All Rights Reserved WELCOME Hansan Global Pte Ltd For illustration

© 2007-2008 | Hansan Global | All Rights Reserved

WELCOME

Hansan Global Pte Ltd

For illustration

© 2007-2008 | Hansan Global | All Rights Reserved 2

Instructor Intro

Ms. Lavanya A, PMP – Anchor Faculty– Board of Director, PMI, Project Management Institute (Singapore Chapter)– Posses more than 10 years of hands on Project Management experience with

various MNC’s (Microsoft, Hewlett-Packard etc)– PMP certified and– ITIL V3 Foundation certified– Possesses 1500+ hrs of training exp & in full time dedicated training Profession


(short intro on the below)

– Your name– Your nature of work (e.g., Project Manager, System Analyst…etc)– Business nature of your organization (e.g, Telecom, Aerospace. etc)– Years of experience– What is your expectation about this course.

Introduce Yourself


Logistics

PantryFloor mapsClass schedules & timing

– 3 days– 9am to 5pm


Objective of the course

1. To provide a clear understanding of the ITIL v3 Lifecycle

2. To get certified on ITIL V3 Foundation


1. ITSM (IT Service Management) and ITIL (IT Infrastructure Library)

2. ITIL V3 (Service Lifecycle)1. Service Strategy2. Service Design3. Service Transition4. Service Operation5. Continual Service Improvement

Course Overview


Course Organisation

• Lecture• Case Study• Practice Tests• Foundation Certification Exam


Service Lifecycle

• Terms• Value creation• Benefits of ITIL• Organizational Context• Governance• Process Model


• Next few slides demonstrates the essential components if service lifecycle. They are denoted with the following color conventions:

Legend

Service StrategyService DesignService TransitionService OperationContinual Service Improvement

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

emen

t

ITIL

Design

Strategy

Operation

Transition


• Terms• Service Models• Service Provider Types• Key Service Strategy Activities• Financial Management• Service Portfolio Management• Business Service Management• Service Portfolio• Demand Management

Service Strategy

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

emen

t

ITIL

Design

Strategy

Operation

Transition


• Service Design Path• Business Change Process• Design Management• Service Design Aspects

– Service Solutions– Portfolio– Technology Architecture– Management System– Processes

• Methods and Metrics

Service Design

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

emen

t

ITIL

Design

Strategy

Operation

Transition


Service Transition

• Service V model• Change Management• Scope• Roles & Responsibilities• R’s of Change• Asset and Configuration Management• Knowledge Management• Process of Service Transition

– Transition planning and Support– Release and Deployment Management– Testing and Validation– Evaluation

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

emen

t

ITIL

Design

Strategy

Operation

Transition


Service Operation

• Service Desk• Technical Management• Application Management• IT Operations Managements• Service Vs Components• Stability Vs Responsiveness• Reactive Vs Proactive• Event, Request Fulfillment• Incident Management• Problem Management

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

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ITIL

Design

Strategy

Operation

Transition


Continual Service Improvement

• CSI Activities• Required Skills• Metrics• CSI Model• Seven Step of Improvement• Role of Measurement• Continual realignment• Measure, Analyze and Review

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

emen

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ITIL

Design

Strategy

Operation

Transition


Inter-relationship

Service StrategyService DesignService TransitionService OperationContinual Service Improvement

Cont Improvement

Cont

Improvem

ent

Con

t Im

prov

emen

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ITIL

Design

Strategy

Operation

Transition


Agenda for the next 2.5 days

• Day 1: – Service Lifecycle– Service Strategy

• Day 2:– Service Design– Service Transition

• Day 3:– Service Operation– CSI (Continual Service Improvement)


ITIL Foundation Exam

• One hour • Closed book exam• 40 MCQ type• Passing score 65% (26 out of 40)


ITIL Review

• Mid 1980’s– CCTA (Central Computer and Telecom Agency)– OGC (Office of Government Commerce)

• Evolution– 30+ titles in v1 (Government Information Technology Infrastructure

Management Methodology)– 7+ titles in v2– 5 titles in v3

• De-facto standards for Service Management• itSMF (IT Service Management Forum)


ITIL Origins – Where Did It Come From ?

• United Kingdom – Late 80’s Early 90’s• Office of Government Commerce (OGC)• Promote Sound IT Service Management Practices• Created The IT Infrastructure Library (ITIL)

– Knowledge & Guidance On IT Service Management• Continually Refined and Updated• Now Supported by an International User’s Group


Reason for ITIL

• Non-Proprietary• Non-Perspective• Guidance (De-Facto Standards)• Innovative• ITIL is Proven and Valuable (but it doesn't mean you need to make a change just for the sake of

changing)


Reason for ITIL

Best Practices paves to

Good Practices

Good Practices pave

s to

Best Practices


Other Standards

• COBIT• ISO/IEC 20000• ISO/IEC 15504• ISO/IEC 19770:2006• Management of Risk• MOF (Microsoft Operations Framework)• CMMI• Six Sigma• ITIL Live


ITIL Qualification Scheme

SS SD SO ST CSI OSA PPO RCV SOA

ITIL Expert

Managing Through The Lifecycle

33333 4 444

5 5

Minimum 22 credits needed

15 credits 16 credits

2 credits

Lifecycle Stream Capability Stream

SS – Service StrategySD – Service DesignSO – Service OperationsST – Service TransitionCSI – Continual Service Improvement OSA – Operational Support & AnalysisPPO – Planning, Protection & OptimizationRCV – Release, Control & ValidationSOA – Service Offerings & Agreement

ITIL Foundation For Service Management

AdvancedLevel


Getting Started

• Most of these might sound familiar and what you practice in your orgHowever :– Do not try to relate things with your practical life– Understand the verbatim as such, even though it might be in contradiction to

what you have in mind.– Tests helps to understand were you are currently in the subject– When you have doubt, stop the lecture half way.– Read carefully before answering the questions.

Documents

© 2007-2008 | Hansan Global | All Rights Reserved WELCOME Hansan Global Pte Ltd For illustration