Service Management ITIL Overview

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Service Management ITIL Overview

• Presented by
• Barry Corless
• Head of Service Management
• for

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INTRODUCTION

• Introduction
• IT in the 21st Century
• IT Infrastructure Library (ITIL)

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IT in the 21st Century

• IT is your advertising
• IT is your marketing
• IT is your product information
• IT is your delivery chain
• IT is your support for support
• IT is your shop window
• IT delivers efficiencies that can affect your
  ratings
• e-government makes IT STRATEGIC
• and Gershon agrees too !

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History

• ITIL was developed in 1980s as a best practice
  guide for UK Government
• Designed to compliment SSADM, PRINCE, CRAMM
• GLOBAL standard framework for Service Management
• Vendor Independent
• Base for BS15000 (Service Management Standards)
• Industry Forums now drive updates to ITIL

Hot News ISO20000 gains approval
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IT Infrastructure Library Todays Framework
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ITIL Focus

• Effectiveness
• Efficiency
• Customer Focused
• Process Based
• Accountability / Ownership
• People, Process, Partners, Products
• Adapt and Adopt

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House of Service Management
Service Level Management
Tactical
Financial Management
IT Service Continuity
Availability
Capacity
Service Desk / Incident Management
Operational
Release
Change
Problem
Configuration Management
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Public Sector ITIL users

• East Riding of Yorkshire
• South Hams
• Exeter City
• Telford and Wrekin
• Dudley
• Rotherham
• DWP
• Lancashire Police
• Cumbria Police
• PCTs, SHAs

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Education

• Overview 20 minutes to ONE day, not examined,
  anybody in the organisation, highly tailorable
• Foundation 3 days, 40 question multiple choice
  exam at end, 1 year IT experience, set syllabus
  of ALL service management
• Practitioner 3 days, multiple choice and
  written exam (2hrs) at end, specialised topics,
  e.g. Service Desk
• Managers 2 x 5 days, 2 x 3 hour written papers,
  minimum 5 yrs experience
• All can be run OPEN or CLOSED

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