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1 Wl! itil 2011 E plainedWelcome! itil 2011 ExplainedDonna KnappCurriculum Development ManagerpgITSM Academy ITSM AcademyAbout ITSM Academy Accredited Education Certified Process Design Engineer (CPDE) Since 2003 -Tens of Thousands Trained and CertifiedCertified Process Design Engineer (CPDE) itil Foundation itil Capability (OSA|PPO|RCV|SOA) ITILL ifec cle (SS|SD|ST|SO|CSI) ITSM Professional Diplomas Change/Support/SLM Public Classes throughout ITILL ifecycle (SS|SD|ST|SO|CSI) itil Managing Across the Lifecycle (MALC) itil Service Manager Bridge / Corporate On-Site Classes Virtual Classes Courseware Licensing ISO/IEC 20000 Foundation MOF Foundation Practical, Value-Add WorkshopsCourseware Licensing Corporate & Partner (GEM) Alumni Program PMI Global Education Providerp ITSM Leadership itil , MOF, ISO 20K Overviews Apollo 13 Visible Ops: The Class PMI Global Education Provider Federal Government (GSA) Contractor Certified Woman-Owned2 ITSM AcademyWelcome!

2 Apollo 13, Visible Ops: The Class And more!Certified WomanOwnedITIL is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countriesAdAgenda Scope and benefits of the itil 2011 updates Key changes to each book High-level overview of new processes ITSM AcademyThanks for joining us use the chat feature to send in your 2011 ITSM AcademyITIL is a Registered Trade Mark of the Cabinet and Benefits of the itil 2011 Updates Resolve any errors or inconsistencies Address issues raised in the Change Control Log Address feedback from the training community Make the Service Strategy blblpublication more accessibleFind additional information and the official ITIL5 ITSM AcademyFind additional information and the official itil 2011 glossary at Changes Chapters 1

3 And 2 refinedProcess Templaterefined All processes reflect a consistent templateProcess Template Purpose and objectives Scope Value to businessp Figures refined and explained Policies, principle and basic concepts Process activities, methods and techniquesTi i d Roles refined and generic roles added Improved linkages from Triggers, inputs, outputs and interfaces Information management Critical success factors and key Improved linkages from book to book Glossary matches textyperformance indicators Challenges and risks6 ITSM AcademyySi SttService Strategy ITSM AcademyService Strategy Updates More examples! More detailed guidance Business strategy and IT strategy Strategy assessment, generation and execution Governance Governance Cloud computing Organizational structure Organizational structure References to Product Manager changed to Service Owner8 ITSM Academychanged to Service Owner New/refined processesService Strategy ProcessesService DesignService TransitionService OperationService StrategyService StrategyStrategy Mgmt for IT ServicesService Portfolio MgmtFii l M Service Portfolioual Serviceovementual ServiceovementFinancial Mgmt Demand MgmtBusiness Relationship MgmtService CatalogContinuImproContinuImproBusiness/ Service9 ITSM AcademyBusiness/CustomersServiceProvider SuppliersStrategy Management for IT ServicesStrategy Management defines and maintains an organization s perspective, position.

4 Plans and patterns with regard to its Perspective vision and mission services and the management of those services. Position relative to its customers and other service providers Plans IT strategy service PlansIT strategy, service management strategy, service strategy PttH th iti Patterns How the organization translates strategic plans into tactical and operational plans 10 ITSM AcademyITIL Text - SS Portfolio ManagementService StrategyDefine Services Business casesAnalyze Value proposition PrioritizationApprovePrioritization Change proposal AuthorizationChange MtCharter Authorization CommunicationManagementProject 11 ITSM Academy Resource allocationManagement Crown copyright 2011 . Reproduced under license from the Cabinet Relationship Management (BRM) Purpose and ScopeBRM s purpose is two-fold Establish and maintain a business relationship between service provider and customer Identify customer needs and ensure service provider is able to meet those needs The scope of BRM focuses on the relationship between the service provider and its customers and the customers level of satisfaction.

5 Other processes focus on the services themselves and the extent to 12 ITSM Academypwhich they meet the stated Text - SS , Level Management (SLM) DifferencesBRMSLM Establish and maintain business relationship Identify customer needs (utility and t) Negotiate service level agreements (warranty terms) with customers Ensure all SM processes, operational level t d t t warranty) Ensure service provider can meet needsagreements and contracts are appropriate for the agreed service level targetsFocusFocusFocus Strategic and tacticalFocus Tactical and operationalPrimary measure Customer satisfaction (including Primary measure Achieving agreed levels of service (which Customer satisfaction (including willingness to recommend service to others) Achieving agreed levels of service (which leads to customer satisfaction) Crown copyright 2011 .)

6 Reproduced under license from the Cabinet ITSM AcademyITIL Text - SS , SD is the primary process for strategic communication with customers for all service provider departments, including application DiService Design ITSM AcademyService Design Updates Improved consistency relative to the five aspects of Service Design Refined descriptions of the Service Catalog and associated statusesN New process15 ITSM AcademyService Design ProcessesService TransitionService OperationService StrategyService DesignService DesignDesign CoordinationDesign CoordinationService Catalog ManagementService Level ManagementAvailability ManagementService Portfolioual Serviceovementual ServiceovementAvailability ManagementCapacity ManagementIT Service Continuity ManagementInformation Security ManagementService CatalogContinuImproContinuImproySupplier ManagementBusiness/Service16 ITSM AcademyBusiness/CustomersServiceProvider SuppliersDesign

7 Coordination (1)Design Coordination ensures Service Design goals and objectives are met by providing and maintaining a single point of coordination dt l fllti itidithi tht Scope includes and control for all activities and processes within the stage. All new or changed service solutions that are being designed for transition into (or out of) the live environment Most activities will focus on design efforts that are Part of a project Associated with changes of a defined type ( , major changes)17 ITSM AcademyITIL Text - SD , organization defines the criteria that will determine the level of rigor to be applied in Design Coordination for each Coordination (2)e Cabinet license from theht 2011 . Reproduced Crown copyrig18 ITSM AcademySi T itiService Transition ITSM AcademyService Transition Updates Change Management Refined flowchart Refined flowchart Refined description of change proposals Improved descriptions Configuration item Configuration management system Service knowledge management systemService knowledge management system Evaluation renamed to Change Evaluation High-level process flow added to Release and Dl MDeployment Management Additional language regarding Service Asset Management20 ITSM AcademygService Transition ProcessesService DesignService DesignService StrategyService StrategyService OperationService OperationService TransitionService TransitionService TransitionTransition Planning and SupportChange

8 ManagementService Asset and Configuration MgmtService Portfolioual Serviceovementual ServiceovementChange EvaluationService Validation and TestingRelease and Deployment ManagementKnowledge ManagementService CatalogContinuImproContinuImproKnowledge ManagementBusiness/Service21 ITSM AcademyBusiness/CustomersServiceProvider SuppliersSi O tiService Operation ITSM AcademyService Operation Updates Refined process flowsN fl New process flows Access Management Request Fulfillment Request Fulfillment Improved descriptions Service requests Request models Event filtering and correlationPd dd d f d h Procedure added for incident matching Additional problem analysis techniques Clifiti di A liti Mt d 23 ITSM Academy Clarification regarding Application Management and Application DevelopmentService Operation ProcessesService DesignService TransitionService StrategyService OperationService OperationEvent ManagementEvent ManagementIncident ManagementProblem ManagementRequest FulfillmentService Portfolioual Serviceovementual ServiceovementAccess ManagementService Desk FunctionTechnical Management FunctionApplication Management FunctionService CatalogContinuImproContinuImproApplicati on Management FunctionIT Operations Management FunctionBusiness/Service24 ITSM AcademyBusiness/CustomersServiceProvider SuppliersCti l S i ItContinual Service Improvement ITSM AcademyCSI Updates Refinements to Seven-step Improvement process CSI Model renamed CSI Approach New

9 Concept CSI Register Database or structured document used to record and manage improvement opportunities throughout their lifecycle Si t d ti Service measurement and reporting represented as principles26 ITSM AcademyCSI ProcessesService DesignService TransitionService StrategyService OperationService OperationSeven-step ImprovementService Portfolioual Serviceovementual ServiceovementSeven-step ImprovementService CatalogContinuImproContinuImproBusiness/ Service27 ITSM AcademyBusiness/CustomersServiceProvider SuppliersWant to Learn More?MasterManaging Across the Lifecycle (MALC)5 creditsITIL ExpertCertified Process Design Engineer(CPDE) Complementary creditsISO/IEC 20000 FoundationComplementary Course1 creditService Offerings and Agreement (SOA)Managing Across the Lifecycle (MALC)3 credits each4 credits eachCSISOP lanning, Protection and Optimization (PPO)Release, Control and Validation (RCV)SSSDSTSOV3 Fd tiLifecycleStreamCapability StreamOperational Support and Analysis (OSA)2 credits ITSM Academy 200828 ITSM AcademyV3 FoundationQuestions?

10 29 ITSM AcademyITSM Academy Affiliates30 ITSM AcademyITIL SOAV isible OPSFrom Help Desk to Service DeskCertified Process Design Engineer (CPDE) itil Service StrategyITIL PPOITIL RCV itil OSAITIL Managing Across the Lifecycle (MALC)Defining Your Service CatalogService TransitionOverviewService Operation the Lifecycle (MALC) itil Service DesignITIL Service TransitionITIL Service OperationOverviewITIL ContinualService ImprovementApollo 13 SimulationISO/IEC 20000 FoundationITIL FoundationAssigning Dynamic Roles and ResponsibilitiesCustomer Service ExcellenceMOF FoundationITIL Executive OverviewITSM itil OiLeadership SkillsBuilding Blocks ofProcess DesignSolid colored boxes represent accredited certification courses. Grey boxes represent non-certification courses including workshops and 20000 OverviewITIL OverviewIT Service Management Professional (ITSMP) DiplomasITSM Academy is Licensed by the Commission for Independent Commission for Independent Education, Florida Department of Education, offering occupational ITSMP Diplomas.