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International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL)

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Title: IIBA , Northeast Florida Chapter (NEFL) Author: Andrew Last modified by: Andrew Created Date: 3/29/2010 1:31:28 AM Document presentation format – PowerPoint PPT presentation

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Title: International Institute of Business Analysis Northeast Florida Chapter (IIBA-NEFL)


1
International Institute of Business Analysis
Northeast Florida Chapter (IIBA-NEFL)
  • Skilled to Thrill Series 2010
  • Introduction to ITIL
  • ( IT Infrastructure Library )
  • ITIL v3 Foundation Certification
  • Relevance to BA/PM Practice

Andrew Kouroupis Cert. ITIL v2 v3, BA English,
MS Instructional Systems Design
2
What to Expect
  • All together, about 30 minutes of talk, and 20
    minutes of listen
  • Who I am, How I got here, and Why I care
  • My Certification Experience (ITIL v2 in 2004, v3
    in 2009)
  • ITIL Objectives and Opportunity Why You Should
    Care
  • Core Concepts a Common Mental Model
  • ITIL Framework a Service Management Lifecycle
  • Further Qualification Levels
  • Resources
  • Discussion

3
My Journey of Becomingan IT Business Analyst
  • Aptitude, an analytic nature, and hard work
    lessons
  • Managing electronic publishing and writing (BA in
    English)
  • Instructional Designer (MS Instructional Systems
    Design ISD)
  • Knowledge Management Consultant (Wang New
    Zealand)
  • ITIL v2, then ITIL v3 Foundation Certification
  • BA, Project Manager, Process Engineer (Fonterra
    New Zealand)
  • Business Systems Analyst (State of Florida and
    BCBSFL)
  • Self-actualized, life-long learning makes a BA/PM

4
ITILWhat is it?
  • IT Infrastructure Library
  • ITIL is a non-proprietary approach and systematic
    framework for managing IT services.
  • Developed by the UK Office of Government Commerce
    (OGC).
  • Organizations around the world are using ITIL as
    the global standard for IT service management to
    improve efficiency and communication in IT
    services.
  • Standard of good practice for defining, managing,
    and continually improving IT Services

5
Business Benefit ITIL Objectives Provide Value
to the Business
  • Align IT objectives with business objectives
  • Provide improved IT services
  • Increase productivity
  • Improve customer satisfaction
  • Improve the use of skills and experience
  • Improve the delivery of third party services
  • Create clear and documented processes for IT
    Service Delivery

6
Business Benefit Process Frameworks Map to ITIL
  • COBIT (best practices for IT managers and
    auditors) mapped to ITIL.
  • Rational Tivoli Unified Process reflects an IBM
    version of ITIL
  • Microsoft Operations Framework defines a limited
    ITIL implementation. MOF is mapped to ITIL as
    part of the documentation framework.

7
ITIL CertificationWhy Adopt ITIL as a BA or PM
Professional?
  • IT Infrastructure Library
  • A body of knowledge (books) providing a basis for
    professional practice and certification. (You
    mean like PMBOK and BABOK ? Yes !)
  • Internationally accepted view of IT Service
    Management
  • Standard of good practice for defining, managing,
    and continually improving IT Services
  • Common frame of reference and terminology across
    IT roles
  • Provides measurable value to the business
  • An education track for professional development
    and certification in IT Service Management
  • A competitive advantage for businesses and
    practitioners.

8
Why Adopt Job Listings from Monster.com ITIL
900 hits, including
  • Application, Infrastructure, Support, Management
    roles
  • Business Analyst
  • Business Systems Analyst
  • Project Manager
  • Program Manager
  • Support Analyst
  • Business Process Analyst
  • Workflow Systems Analyst
  • Software Process Engineer
  • Business Process Engineer
  • Quality Assurance Analyst
  • ITIL Consultant

9
Job Listings from Monster.com ITIL
Certification Required or Preferred
  • Some BA, PM, QA Analyst, Systems Analyst role
    requirements
  • ITIL v3 Foundation Certification highly desired.
  • ITIL/ISO 20000 Foundation Certification and CMMI
    experience also a plus.
  • Use process quality standards, best practices and
    methodologies (such as Maturity Models, ITIL,
    CMM) that seek to improve processes that will
    enable innovation, operational excellence,
    effectiveness, and efficiency.
  • Process Quality certification in one or more of
    the following areas Six Sigma Black Belt, Six
    Sigma Green Belt, CSQE, CISA, ITIL, PMP.
  • Utilization of structured Project Management
    Methodology/ ITIL training/experience.
  • PMI and/or ITIL certification required.

10
Certification Basic LevelITIL Foundation v3
  • ITIL V3 Foundation Certificate in IT Service
    Management
  • Study one or more guides
  • Take practice exams in the study guides
  • Pay the exam fee
  • 40-question multiple-choice exam at a local
    training vendor site
  • Demonstrate knowledge of the ITSM Lifecycle and
    ITIL concepts
  • Pass the exam

11
ITIL Foundation Study Guides2009 and later
editions
  • Art of Service ITIL V3 Foundation Complete
    Certification Kit 3rd Edition Study Guide Book
    and Online Course (90)
  • Passing Your ITIL Foundation Exam (OGC) (29)
  • Measuring ITIL Measuring, Reporting and Modeling
    - the IT Service Management Metrics That Matter
    Most to IT Senior Executives (25)

12
ITIL Core Concepts(and discussion)
  • Service A means of delivering value to customers
    by facilitating outcomes customers want to
    achieve without the ownership of specific costs
    and risks.
  • Service Management a set of specialized
    organizational capabilities for providing value
    to customers in the form of services.
  • Service Package A detailed description of an IT
    service that is available to be delivered to
    customers. Includes one or more core services and
    supporting services and a Service Level Package.
  • Process Model 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.
  • A process takes one or more defined inputs and
    turns them into defined outputs.
  • A process may include any of the roles,
    responsibilities, tools, and management controls
    required to reliably deliver the outputs.
  • A process may define policies, standards,
    guidelines, activities, and work instructions.
  • Processes become strategic assets when they
    create competitive advantage and market
    differentiation.
  • Info Tech is not the business. Technology is not
    the service.

13
ITIL Service Lifecycle
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

14
ITL Service Lifecycle
15
A Dynamic Service Lifecycle
16
(No Transcript)
17
ITIL Service Lifecycle
  • Service Strategy
  • Service Portfolio Management
  • Demand Management
  • IT Financial Management
  • Service Design
  • Service Catalogue Management
  • Service Level Management
  • Risk Management
  • Capacity Management
  • Service Transition
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Evaluation
  • Release and Deployment Management
  • Change Management
  • Knowledge Management
  • Service Operation
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • Continual Service Improvement
  • Service Level Management
  • Service Measurement and Reporting
  • Continual Service Improvement

18
ITIL Study Guides for Further QualificationsOGC
Publications
19
ITIL v3 Qualification Scheme Structure
20
Certification Intermediate LevelITIL Managing
Across the Lifecycle
  • ITIL Intermediate Qualification (tailored to your
    career focus)
  • Pass the ITIL Foundation exam.
  • Demonstrate knowledge of one study stream
    matching your career goals
  • ITIL Lifecycle Stream (5 certifications)
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation, and
  • Continual Service Improvement
  • ITIL Capability Stream (4 certifications)
  • Service Offerings and Agreements
  • Release, Control and Validation
  • Operational Support and Analysis
  • Planning, Protection and Optimization

21
ITIL Resources
  • ITIL Official Site (itil-officialsite.com)
  • Source for all official word on certification
    schemes, publications, and evaluations.
  • IT Service Management Forum USA (itSMF USA)
  • Non-profit professional membership organization
    founded on ITIL practice, also supports ITSM
    frameworks such as ISO20000, COBIT, and Six
    Sigma
  • Art of Service (training vendor)
  • Books, implementation tools and guides, online
    learning

22
Discussion
  • Skilled to Thrill Series 2010
  • Introduction to ITIL
  • ( IT Infrastructure Library )
  • ITIL v3 Foundation Certification
  • Relevance to BA/PM Practice

Andrew Kouroupis Cert. ITIL v2 v3, BA English,
MS Instructional Systems Design
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