ITIL V3

ITIL V3 OverviewShen, Huai-Tong huaitong.shen@

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ITIL V3

Agenda

Service Management as a practice

Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Concepts, Principles References & Resources2013年7月10日星 期三

ITIL V3

Service Management as a practice

Service

Service Management(Best) Practice

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ITIL V3

Service Management as a practice

What is a ‘Service’? a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Services facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints.

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ITIL V3

Service Management as a practice

What is ‘Service Management’? a set of specialized organizational capabilities for providing value to customers in the form of services These capabilities include the Functions and Processes used to manage services over their lifecycle (strategy, design, transition, operation, and continual improvement). The act of transforming resources into valuable services is at the core of service management.

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ITIL V3

Service Management as a practice

What is ITIL? Best practice for IT Service Management Proven 'Good practice' that is in wide industry use

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ITIL V3

Service Management as a practice

ITIL vs ISO/IEC 20000 ISO/IEC 20000 provides a formal and universal standard for organizations seeking to have their service management capabilities audited and certified. ITIL offers a body of knowledge useful for achieving the standard.

ITSM vs ITSM Reference Model ITSM defines ‘What’ ITSM Reference Model defines ‘How’

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ITIL V3

What’s different about v3?

ITIL V2 Process based

ITIL V3 Structured according to the IT Service lifecycle Centered on business value Seeing IT as a Strategic Business Unit Creating a way to integrate IT Processes, People and Tools with the Business Strategy and desired Outcomes

Increased scope

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ITIL V3

Service Lifecycle

Lifecycle

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ITIL V3

ITIL V2T h e B u s i n e s s Planning to implement Service Management

T h eT e c h n o l o g y

Business Perspective Service Delivery

Service Support

ICT Infrastructure Management

Security Management Software Asset Management

Application Management

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ITIL V3

Service Lifecycle ITIL V3Continual Service Improvement Service Service Design Design Service Service Strategy Service Operation

ITILService Transition

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ITIL V3

Service Strategy

Service Service Strategy

ITIL

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Service Strategy

Shows organizations how to transform Service Management into a strategic asset and to then think and act in a strategic manner Guidance on: What services should we offer and to whom?? How to create value for customers? How do we differentiate ourselves from competing alternatives?

Value to business Service value is modeled2013年7月10日星 期三

ITIL V3

Service Design

Service Service Design Design Service Service Strategy

ITIL

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ITIL V3

Service Design

Provides guidance for the design and development of services and service management processes. Scope new services, and the changes and improvements functional & operational requirements

Value to business The cost of service is designed

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ITIL V3

Service Transition

Service Service Design Design Service Service Strategy

ITILService Transition

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ITIL V3

Service Transition

Tests each service and deploys them into operations after careful planning Scope New service, existing service

Package, build, test, and deploy a release into production Establish the service

Value to business The cost of service is validated

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ITIL V3

Service Operation

Service Service Design Design Service Service Strategy Service Operation

ITILService Transition

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ITIL V3

Service Operation

Coordinate and carry out day-to-day activities and processes to deliver and manage services at agreed levels Scope Ongoing management of: services, people, processes, products

Value to business Where actual value of strategy, design and transition are realized by the customers and users From a customer viewpoint, Service Operation is where actual value is seen2013年7月10日星 期三

ITIL V3

Service Operation

Achieving Balance: IT Services (external business view) vs Technology (internal IT view) Stability vs Responsiveness Quality of service vs Cost of service Reactive vs Proactive

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