ITILV3Pre Study

ITIL V3 Pre-study
ITIL V3 Pre-Study
ITIL is a registered trademark of the UK Office of Government Commerce
Crown copyright 2007 Reproduced under licence from OGC
Mountainview Copyright
Version 3.6
Use of Mountainview Copyright Material

Complying with all applicable copyright laws is the responsibility of the user No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview
Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science
ITIL V3 Pre-study
FB:
Version 3.6
Trademarks and Acknowledgements

ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office The Swirl logo is a Trade Mark of the Office of Government Commerce The OGC logo is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom PRINCE is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries SSADM is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom
ITIL V3 Pre-study
FB:
Version 3.6
Navigation Clicking
Hyperlink Home page Return to the last viewed slide Next slide Previous slide Some underlined words are hyperlinks Anything highlighted by yellow is required knowledge for the exam
ITIL V3 Pre-study
Version 3.6
History of ITIL
2007
Version 3 was published. A lifecycle approach to service management, with greater emphasis on IT business integration
ITIL V3 Pre-study
2005
ISO20000 Standard was published
2001
The CCTA merged into the Office of Government Commerce (OGC); BS15000 Standard was published by the BSI
2000
Version 2 was published; The Service Support and Service Delivery books were redeveloped into more concise usable volumes
1990s
Large companies and government agencies in Europe adopted the framework very quickly
1980s
The British government determined that the level of IT service quality provided to them was not sufficient
Version 3.6
ITIL Now
World-wide certification Owned by UK Governments Office of Government Commerce (OGC) APMG is the Official Accreditor with several worldwide Examination Institutes Under constant development Several ITIL conformant tools The world-wide de facto standard for IT Service Management supported by ISO20000
ITIL V3 Pre-study
FB:
Version 3.6
Evolution of ITIL
Version 1 1980s Version 2 2000
Certification
ITIL Configuration
Version 3 2007
Certification
ITIL V3 Pre-study
Certification by process book
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
ITIL Configuration
Loosely-coupled Processes 1 Process per book Selected Certification

Process-centric 10 Processes 1 Function Certification on 2 books
Lifecycle-centric 30 Processes 4 Functions Certification on 5 books

FB:
Version 3.6
ITIL Version 3 Publication Framework

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
ITIL V3 Pre-study
Certification
FB:
Version 3.6
The Parties Involved With ITIL

Office of Government Commerce (OGC) United Kingdom
ITIL V3 Pre-study
APMG (Official Accreditor)

Examination Institutes
EXIN CSME ISEB
itSMF (User Group)
The Stationary Office (TSO) (Publisher)

Resellers
International User UK Groups
US
CA www.amazon.com
Accredited Training and Courseware Providers
Mountainview
Other ACPs ATPs
Regional User Groups
LIG LIG LIG
LIG LIG LIG LIG
LIG LIG
Van Haren Publishing
Students - Training Companies - Corporations

FB:
Version 3.6
ITIL Version 2 and 3 Certification

Version 2 Version 3
Advanced Level (TBD)
ITIL V3 Pre-study
Service Manager 17
Service Manager Bridge 5
ITIL Service Management Expert Minimum 22 Credits Required Managing Across the Lifecycle (5)
Minimum 17 Credits Required Practitioner Lifecycle Stream IPAD

3.5
Capability Stream PPO 4 SOA 4 RCV 4 OSA 4
IPPI
3.5
IPRC
3.5
IPSR
3.5
SS 3
SD 3
ST 3
SO CSI 3 3
14
ITSM Foundation 1.5
V2-V3 Foundation Bridge 0.5
V3 Foundation 2
FB:
10
Version 3.6
ITIL V3 Intermediate Certification Courses (Credits)

Lifecycle Stream Courses
SS: Service Strategy (3) SD: Service Design (3) ST: Service Transition (3) SO: Service Operation (3) CSI: Continual Service Improvement (3) PPO: Planning, Protection and Optimization (4) SOA: Service Offerings and Agreements (4) RCV: Release, Control and Validation (4) OSA: Operational Support and Analysis (4)
ITIL V3 Pre-study
Capability Stream Courses

MALC: Managing Across the Lifecycle (5)

Prerequisite is a minimum of 17 credits
The Expert certificate is presented after passing MALC

Prerequisite is a minimum of 22 credits including MALC
FB:
11
Version 3.6
Process coverage by each course

SS SS SS SS SS SS SS SD SD SD SD SD SD SD ST ST ST ST ST ST ST SO SO SO SO SO SO SO SO SO CSI CSI CSI ITIL V3 Lifecycle Process/Function CSI Service Strategy Define the market Service Strategy Develop the offerings Service Strategy Develop strategic assets Service Strategy Prepare for execution Service Strategy Service Portfolio Management Service Strategy Demand Management Service Strategy Financial Management Service Design Service Level Management Service Design Service Catalogue Service Design Availability Management Service Design Information Security Service Design Supplier Management Service Design Capacity Management Service Design IT Service Continuity Service Transition Change Management Service Transition Service Asset and Configuration Service Transition Release and Deployment Service Transition Knowledge Management Service Transition Transition Planning and Support Service Transition Service Validation and Testing Service Transition Evaluation Service Operation Incident Management Service Operation Event Management Service Operation Request Fulfillment Service Operation Problem Management Service Operation Access Management Service Operation Service Desk Service Operation Technical Management Service Operation IT Operations Management Service Operation Applications Management 330 Continual Service Improv CSI 7 Step Process 60 Continual Service Improv PDCA 60 Continual Service Improv CSI Model Contact Hours 21 OSA SO RCV ST PPO SD SOA SS 180 70 70 70 150 60 120 150 210 330 120 60 480 60 180 300 60 240 60 60 180 240 60 300 60 F FB
ITIL V3 Pre-study
240 210 240 210 240 120 300 150 240 300 150 210 80 80 80 72 72 72 72 72 60 60 60 60
60 60 60 60 60 60 60
15 15 60 15 15 15 15 15 15 60 60 15 15
15 15 15 15 15
15 15 15
120
60 15 15 60 15 15 15 15 15 60
15 15 15 15 15 15 15 60
32
21
32
21
32
21
32
21
18
9.5
Numbers represent the total minutes studied

FB:
12
Version 3.6
Benefits of IT Service Management

Improved quality of service
Business alignment through SLAs and OLAs
ITIL V3 Pre-study
IT Service Continuity procedures more focused

Restoring services rather than technology
Clearer view of current IT capability

Policies, procedures, standard templates, documented agreements
Better information on current services

Service Catalogues, Configurations
Industry standardization
No more proprietary processes
Enhanced Customer satisfaction

Eradication of recurring incidents
Less downtime
Changes under control
13
Version 3.6
Value Proposition of ITIL

Lowers risk - enforces controls and policies Lowers operational cost do more with same funding Increases customer satisfaction clear SLA and OLA Increases productivity Incident Management Improves the customers perception of IT - professionalism Common Language less confusion Governance and Control
ITIL ITILIS ISJUST JUSTA ABOOK! BOOK! It Itis isa aset setof ofdocumentation documentationwith withbest best practices. practices. Just Justlike likeany anybest bestpractice practicebook book you youmust mustpractice practicewhat whatyou youpreach. preach.
ITIL V3 Pre-study
14
Version 3.6
The Service Lifecycle as a Closed Loop System

The architecture of the ITIL Core is based on the Service Lifecycle books: Service Strategy Service Design Service Transition Service Operation Continuous Service Improvement Continuous Service
Service Design
ITIL V3 Pre-study
1. 2. 3. 4. 5.
e c i v ion r Se rat e p O
Service Strategy
Improvement
S T e r an rvic s it e i o n
FB:
15
Version 3.6
Service Strategy Goal and Objectives

To help organizations to operate and grow successfully in the longterm Transform service management into a strategic asset Answers questions such as:
What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders? How can we make a case for strategic investments? How can we provide visibility and control over value creation? How should we define service quality? How do we choose paths for improving service quality? How do we efficiently allocate resources across a portfolio of services? How do we resolve conflicting demands for shared resources?
ITIL V3 Pre-study
FB:
16
Version 3.6
Service Design Goals and Objectives

Provides guidance on service design and development and service management processes Defines design principles and methods for converting strategic objectives into portfolios of services and service assets Covers existing and new services Recommends improvements necessary to increase or maintain value to customers:
during the lifecycle of services continuity of services achievement of service levels conformance to standards and compliance to regulations
ITIL V3 Pre-study
Guides organizations on how to develop design capabilities for service management
FB:
17
Version 3.6
Service Transition Goals and Objectives

Develop and improve capabilities for transitioning new and changed services into operations Establish requirements of Service Strategy defined in Service Design are effectively realized in Service Operation Control the risks of failure and disruption Address Release Management, Program Management, and Risk Management Provide guidance on managing the complexity related to changes to services and service management processes Prevent undesired consequences while allowing for innovation Transfer control of services between customers and service providers
ITIL V3 Pre-study
FB:
18
Version 3.6
Service Operation Goals and Objectives

Achieve effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider Maintain stability in service operations, allowing for changes in design, scale, scope and service levels Managers and practitioners are provided with knowledge allowing them to make better decisions in areas such as:
managing the availability of services controlling demand optimizing capacity utilization scheduling of operations fixing problems
ITIL V3 Pre-study
Support of operations through new models and architectures such as shared services, utility computing, web services and mobile commerce
FB:
19
Version 3.6
CSI Goals and Objectives

Create and maintain value for customers through better design, introduction, and operation of services Establish principles, practices, and methods from quality management, Change Management and capability improvement Realize incremental and large-scale improvements in service quality, operational efficiency and business continuity Link improvement efforts and outcomes with service strategy, design, and transition Establish a closed-loop feedback system, based on the Plan, Do, Check, Act (PDCA) model specified in ISO/IEC 20000
ITIL V3 Pre-study
FB:
20
Version 3.6
Processes
Service Strategy 1. 2. 3. 4. 5. 6. 7. 8. Service Strategy Generation Define the market Develop the offerings Develop strategic assets Prepare for execution Service Portfolio Management Demand Management Financial Management Service Transition 16. Change Management 17. Service Asset and Configuration Management 18. Release and Deployment Management 19. Transition Planning and Support 20. Service Validation and Testing 21. Evaluation 22. Knowledge Management Service Operation 23. Incident Management 24. Event Management 25. Request Fulfillment 26. Problem Management 27. Access Management Continuous Service Improvement 28. 7 Step Improvement Process 29. PDCA 30. CSI Model 31. Measurement and Reporting
ITIL V3 Pre-study
Service Design 9. Service Level Management 10. Service Catalogue Management 11. Availability Management 12. Information Security Management 13. Supplier Management 14. Capacity Management 15. IT Service Continuity Management
21
Version 3.6
Service Strategy Process Goals

Service Strategy Generation
To define the market space in order to develop service offerings To understand the resources and capabilities to establish strategic assets to deliver services that provide value through utility and warranty Define the market
To understand the market space and identify opportunities to create value for Customers
ITIL V3 Pre-study
Develop the offerings

To develop outcome-based service that provide the Utility and Warranty to create value to customers
Develop the Strategic Assets

To develop strategic assets in the form of capabilities and resources that provide value to the customer
Prepare for Execution

To prepare for and ensure a successful implementation of the Service Strategy by following a rigorous plan
22
Version 3.6
Service Strategy Process Goals

Service Portfolio Management
To proactively manage the investment across the service lifecycle, including those services in the concept, design and transition pipeline, as well as live services defined in the various service catalogues and retired services
ITIL V3 Pre-study
Demand Management
To understand and influence Customer demand for Services and the provision of Capacity to meet these demands
Financial Management
To provides the business and IT with the quantification, in financial terms, of the value of IT services, the value of the assets underlying the provisioning of those services, and the qualification of operational forecasting
23
Version 3.6
Service Design Process Goals

Service Level Management
To ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets
ITIL V3 Pre-study
Service Catalogue Management

To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally
Availability Management
To ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner
IT Service Continuity Management

To support the overall Business Continuity Management process and ensure that the required IT technical and service facilities (including systems, networks, applications, technical support and Service Desk) can be resumed within required, and agreed, business timescales)
24
Version 3.6
Service Design Process Goals

Capacity Management
To ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner
ITIL V3 Pre-study
Supplier Management
To manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained
Information Security Management

To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities
25
Version 3.6
Service Transition Process Goals

Change Management
To respond to the customers changing business requirements while maximizing value and reducing incidents, disruption and re-work. Respond to the business and IT requests for change that will align the services with the business needs
ITIL V3 Pre-study
Service Asset & Configuration Management

To define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure
Release and Deployment Management

To deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operations
Knowledge Management
To enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle
26
Version 3.6
Service Transition Process Goals

Service Validation and Testing
To provide objective evidence that the new/changed service supports the business requirements, including the agreed SLAs
ITIL V3 Pre-study
Service Evaluation
To Ensure that the service will be useful to the business is central to successful Service Transition and this extends into ensuring that the service will continue to be relevant by establishing appropriate metrics and measurement techniques
Service Transition Planning and Support

To plan and coordinate resources to ensure that the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operations. It is also responsible for identifying, managing and controlling the risks of failure and disruption during the transition
27
Version 3.6
Service Operation Process Goals

Incident Management
To restore normal service operation as quickly as possible and minimize the adverse impact on business operations
ITIL V3 Pre-study
Problem Management
To prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Event Management
To monitor and control the IT infrastructure to detect, correlate and determine the appropriate action. To communicate all events that has or can reduce the quality of service to Incident Management
28
Version 3.6
Service Operation Process Goals

Request Fulfillment
To provide a channel for users to request and receive standard services for which a pre-defined approval exists To provide information to users and customers about the availability of services and the procedure for obtaining them. To assist with general information or comments
ITIL V3 Pre-study
Access Management
To grant authorized users the right to use a service, while prevent access to non-authorized users. To execute the policies and actions defined in Security and Availability Management
29
Version 3.6
Function Goals
Service Desk
To act as the primary point of contact for users when there is a service disruption, for service requests or for some categories of Request for Change. Provides a point of communication to the users and a point of coordination for several IT groups and processes
ITIL V3 Pre-study
IT Operations Management
To provide daily operational activities needed to manage the IT Infrastructure. It has two sub-functions: IT Operations Control and Facilities Management
Technical Management
To provide detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Technical Management also plays an important role in the design, testing, release and improvement of IT services
Application Management
To manage applications throughout their lifecycle. The Application Management function supports and maintains operational applications and also plays an important role in the design, testing and improvement of applications that form part of IT services
30
Version 3.6
CSI Process Goals

Continual Service Improvement Model
To validate monitoring & measuring to validate previous decisions; To direct monitoring & measuring to set direction for activities to meet set targets. To justify monitoring & measuring to justify; To intervene to identify a point of intervention including subsequent change
ITIL V3 Pre-study
Deming Cycle Plan Do Check Act

The goal in using the Deming Cycle is steady, ongoing improvement. It is a fundamental tenet of Continual Service Improvement
7 Step Improvement Process

To collect, analyze, process relevant metrics from a process in order to determine its weakness and establish an action plan to improve the process
31
Version 3.6
Basic Concepts and Terms

The candidate should be familiar with the following basic concepts and terms
ITIL V3 Pre-study
32
Version 3.6
Utility and Warranty

Value consists of two elements from the customers perspective Utility
Utility is what the customer gets Fitness for purpose Removal or relaxation of constraints on performance also positive
ITIL V3 Pre-study
Warranty
Warranty is how it is delivered Fitness for use Adding sufficient capacity, availability, continuity, security also positive
FB:
33
Version 3.6
Good Practice
Organizations operate in dynamic environments with the need to:
learn and adapt improve performance while managing trade-offs seek advantage from service providers pursue sourcing strategies that best serve their business interest outsource for the sake of operational effectiveness
ITIL V3 Pre-study
Service Provider must maintain a competitive advantage with respect to the alternatives Outsourcing has exposed internal Service Provider in particular to unusual competition Organizations benchmark themselves against peers and seek to close gaps Gaps can be closed by adopting good practices
34
Version 3.6
Other Examples of Good Practices

ISO/IEC 20000 ISO/IEC 27001 Capability Maturity Model Integration (CMMI) Control Objectives for Information and related Technology (COBIT) Projects in Controlled Environments (PRINCE2) Project Management Body of Knowledge (PMBOK) Management of Risk (M_o_R) eSourcing Capability Model for Service Providers (eSCM-SP) Telecom Operations Map (eTOM) Six Sigma
ITIL V3 Pre-study
35
Version 3.6
Customer and User

Customer
Someone who buys goods or Services The person or group that defines and agrees the Service Level Targets
ITIL V3 Pre-study
User
The person that utilizes the services that the Customer has purchased
FB:
36
Version 3.6
Service
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
ITIL V3 Pre-study
FB:
37
Version 3.6
Resources and Capabilities

Resources and Capabilities are types of assets Create value in the form of goods and services Resources can be:
Management, people, and knowledge are used to transform resources. Such as people, applications, infrastructure (PPT)
ITIL V3 Pre-study
Capabilities can be:

Organizations ability to coordinate, control, deploy resources to produce value Experience, knowledge, information based, and embedded within PPT Capabilities are developed over time Solving problems, handling situations, managing risks, analyzing failures Such as management systems, organization structure, processes (Capacity Management and Availability Management), knowledge management
FB:
38
Version 3.6
Service Management
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services Capabilities such as:
provide value to customers in the form of services establish functions and processes for managing services define the capacity, competency, and confidence for action transform resources into valuable services
ITIL V3 Pre-study
Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers
FB:
39
Version 3.6
Processes, Functions and Roles

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 Functions are units of organizations specialized to perform certain types of work and be responsible for specific outcomes Roles perform activities, a person can perform several roles Function A Function C Network Service Group Desk Supplier Input (trigger) Processes (Activities) Output Customer
ITIL V3 Pre-study
40
Version 3.6
Process Model
A process is a structured set of activities designed to accomplish a specific objective A process inputs and turns them into defined outputs A process includes all of the roles, responsibilities, tools and management controls required to reliably deliver the outputs A process may also define or revise policies, standards, guidelines, activities, processes, procedures and work instructions if needed Process Control
Planning and regulating a process Performing a process in an effective, efficient and consistent manner
ITIL V3 Pre-study
Once under control they can be repeated and become manageable Degrees of control over processes must be defined
process measurement and metrics can be built in to the process to control and improve the process
41
Version 3.6
Service Portfolio: Pipeline, Catalogue; Retired

Represents the commitments and investments made by a service provider across all customers and market spaces The Service Portfolio includes:
Service Pipeline: New services in development Service Catalogue: Current available services
Business Service Catalog what the customer sees (ATM) Technical Service Catalog what IT sees (network, server, database)
ITIL V3 Pre-study
Retired: Retiring services
Includes third-party services, which are an integral part of service offerings to customers
Plan Develop Test Deploy Production Retire
Service Pipeline Service Catalog Retiring
42
Version 3.6
Data, Information, Knowledge, Wisdom (DIKW)
ITIL V3 Pre-study
Context Wisdom why?
Knowledge how?
Information what, who, when, where?
Data
Understanding
43
Version 3.6
Service Model
Classifies the service strategy for a market space Describes how service assets provide the capacity for customers Creates value for a given portfolio of contracts SLAs specify the terms and conditions in which such interaction occurs with commitments and expectations Classifies the structure and dynamics of services
The structure and dynamics are influenced by factors of utility and warranty to be delivered to customers The structure and dynamics have consequences for Service Operations
ITIL V3 Pre-study
FB:
44
Version 3.6
Supplier
A Third Party responsible for supplying goods or Services that are required to deliver IT Services
ITIL V3 Pre-study
Commodity hardware and software vendors Network and telecom providers Outsourcing Organizations
45
Version 3.6
Contract
A legally binding Agreement between two or more parties
ITIL V3 Pre-study
46
Version 3.6
People, Processes, Products and Partners

The implementation of ITIL Service Management is about preparing the economic, effective and efficient use of:
ITIL V3 Pre-study
People Processes Products (services, technology and tools) Partners (suppliers, manufacturers and vendors)
Many designs, plans and projects fail through a lack of preparation and management A.k.a. 4 Ps of Service Design
People Processes Products Technology Partners Suppliers
47
Version 3.6
Continual Service Improvement Model

Business vision, mission, goals and objectives Baseline assessments
ITIL V3 Pre-study
What is the vision?
Where are we now?
How do we keep the momentum going?
Where do we want to be?
Measurable targets
How do we get there?
Service & process improvement
Did we get there?
Measurements & metrics
FB:
48
Version 3.6
Pre-study Summary
Please study the additional material that was included in your pre-study package Statistics shows that there is a direct correlation between study hours and exam marks Exam hints:
Read the question at least twice before you look at the choices Understand the question before you read the choices do not let the choices influence the meaning of the question Do not get creative, you must answer the question Divide and conquer to narrow down the choices process of elimination
ITIL V3 Pre-study
49
Version 3.6

ITILV3Pre Study

Загружено:

Сведения о документе

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

ITILV3Pre Study

Загружено:

Авторское право:

Доступные форматы

ITIL V3 Pre-study

ITIL is a registered trademark of the UK Office of Government Commerce

Crown copyright 2007 Reproduced under licence from OGC

Use of Mountainview Copyright Material

Crown copyright 2007 Reproduced under licence from OGC

Trademarks and Acknowledgements

Crown copyright 2007 Reproduced under licence from OGC

Crown copyright 2007 Reproduced under licence from OGC

Crown copyright 2007 Reproduced under licence from OGC

Crown copyright 2007 Reproduced under licence from OGC

Certification by process book

Loosely-coupled Processes 1 Process per book Selected Certification

Process-centric 10 Processes 1 Function Certification on 2 books

Lifecycle-centric 30 Processes 4 Functions Certification on 5 books

ITIL Version 3 Publication Framework

Crown copyright 2007 Reproduced under licence from OGC

The Parties Involved With ITIL

APMG (Official Accreditor)

itSMF (User Group)

The Stationary Office (TSO) (Publisher)

International User UK Groups

Accredited Training and Courseware Providers

Other ACPs ATPs

Regional User Groups

LIG LIG LIG

LIG LIG LIG LIG

Van Haren Publishing

Students - Training Companies - Corporations

ITIL Version 2 and 3 Certification

Service Manager Bridge 5

Minimum 17 Credits Required Practitioner Lifecycle Stream IPAD

Capability Stream PPO 4 SOA 4 RCV 4 OSA 4

ITSM Foundation 1.5

V2-V3 Foundation Bridge 0.5

Crown copyright 2007 Reproduced under licence from OGC

ITIL V3 Intermediate Certification Courses (Credits)

Capability Stream Courses

MALC: Managing Across the Lifecycle (5)

The Expert certificate is presented after passing MALC

Crown copyright 2007 Reproduced under licence from OGC

Process coverage by each course

Numbers represent the total minutes studied

Benefits of IT Service Management

IT Service Continuity procedures more focused

Clearer view of current IT capability

Better information on current services

Enhanced Customer satisfaction

Crown copyright 2007 Reproduced under licence from OGC

Value Proposition of ITIL

Crown copyright 2007 Reproduced under licence from OGC

The Service Lifecycle as a Closed Loop System

Service Strategy Goal and Objectives

Crown copyright 2007 Reproduced under licence from OGC

Service Design Goals and Objectives

Guides organizations on how to develop design capabilities for service management

Crown copyright 2007 Reproduced under licence from OGC

Service Transition Goals and Objectives

Crown copyright 2007 Reproduced under licence from OGC

Service Operation Goals and Objectives

Crown copyright 2007 Reproduced under licence from OGC

CSI Goals and Objectives

Crown copyright 2007 Reproduced under licence from OGC

Crown copyright 2007 Reproduced under licence from OGC

Service Strategy Process Goals