Ask the Experts

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Ask the Experts

Welcome!

Donna Knapp @ITSM_Donna

Jayne Groll @ITSM_Jayne

#askitsm @ITSMAcademy

@ITSM_Lisa

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About ITSM Academy

Welcome!

Accredited Education Certified Process Design Engineer (CPDE)

ITIL® Foundation

ITIL Capability (OSA|PPO|RCV|SOA)

ITIL Lifecycle (SS|SD|ST|SO|CSI)

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And more!

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Agenda

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You ask… We answer… Let’s discuss…

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About Today’s Experts – Jayne Groll

Co-founder and President of ITSM Academy ITIL Expert, Service Manager and ISO 20K

Consultant/Manager, CPDE Over 20 years as an IT Manager/Director Instructor and curriculum developer Co-founder of South Florida LIG, ISO 20K

SIG, ATCTA ITIL Qualification Board/ATO Sub-Group

representative

Jayne Groll @ITSM_Jayne

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About Today’s Experts – Donna Knapp

Instructor/Curriculum Development Manager Certifications ITIL Expert ITIL Service Manager ISO/IEC 20000 Consultant Certified Process Design Engineer

ITIL Examination Panel Author The ITSM Process Design Guide A Guide to Service Desk Concepts Customer Service Skills for the Service Desk Professional

Donna Knapp @ITSM_Donna

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SLAs, OLA, Contracts

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C B

3 2 Business

process 1

6 5 Business

process 4

9 8 Business

process 7

Business Unit A Business Unit B Business Unit C

System H/W

System S/W DBMS Networks Environment Data Applications

Infrastructure

(iii) (ii)

Support team (i)

Teams

(iii) (ii)

Supplier (i)

Suppliers

SLAs

OLAs

Contracts

IT Services Service Provider

Supporting services

Supporting services

Service A

Customers

© Crown copyright 2011. Reproduced under license from the Cabinet Office.

Service Relationships and Dependencies

ITIL Text – SD 3.4

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Problem Management

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Problem Models

Problem Models can be created for problems based on Recurring Incidents

Dormant problems

Underlying problems

Known errors under investigation

Problem Models Steps to be taken Sequence of actions Responsibilities Timescales and thresholds Escalation procedures Steps to preserve evidence

Many problems will be unique and require individual handling.

Errors detected in development that are knowingly released into production, together with workarounds and resolution activities, are

logged as known errors.

ITIL Text - SO 4.4.4.2

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Release and Deployment Management

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Four Phases of Release and Deployment Management

Change Management Auth Auth Auth Auth Auth Auth Auth

Release and Deployment

Planning

Release Build and

Test Deployment

Transfer

Deployment

Retirement

Review and Close

Authorize Release Planning

Authorize Build and Test

Authorize Check-in to DML

Authorize Deployment, Transfer,

Retirement

Post-implementation

Review

Release and Deployment Management requires authorization from Change Management at various stages in the

release lifecycle.

ITIL Text - ST 4.4.5

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Configuration Management System Roles

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Support for Decisions

Configuration Management Database(s)

Configuration Management System

Service Knowledge Management System

Database(s) used to store configuration records throughout their lifecycle. Configuration records store

attributes of CIs and relationships with other CIs

Tools and databases used to manage configuration data and related information (e.g., incidents, problems,

known errors, changes, releases and people)

Data is gathered within CMDB(s), feeds through the CMS into the SKMS, and supports informed decision-making and the delivery of IT services.

Tools and databases used to manage knowledge and information; includes the Service Portfolio, CMS, data,

information and knowledge sources (e.g., DML, AMIS, CMIS, SCMIS, KEDB, CSI Register, plans, procedures, forums)

ITIL Text - ST 4.7.4.3

Support for Service Delivery

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Organizational Change Management

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Service Strategy

Service Design

Service Transition

Service Operation

Organizational Change Management

Output

Output

Output

Feedback Lessons Learned

Feedback Lessons Learned

Continual Service Improvement © Crown copyright 2011. Reproduced under license from the Cabinet Office.

Communication and Preparation

Mot

ivat

ion

Educ

atio

n an

d Tr

aini

ng

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Adopt and Adapt

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A rose by any other name…

Having said that…

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Templates

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Template Sources

www.itsmacademy.com click on Process Templates – Fast Finds on

the right hand side

office.microsoft.com/en-us/templates www.projectmanagementdocs.com www.project-documents.com www.docstoc.com www.isixsigma.com/tools-templates

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Certification

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Want to Learn More?

Foundation

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)

Service Offerings and Agreement (SOA)

Managing Across the Lifecycle (MALC)

2 credits

3 credits each 4 credits each

5 credits

ITIL Expert

SS SD

ST

CSI SO

Master

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Certified Process Design Engineer

(CPDE)

Complementary Course 1.5 credits

ISO/IEC 20000 Foundation

Complementary Course 1 credit

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ISO/IEC 20000 Qualification Scheme

You are here

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Questions?

ITIL SOA

ITIL Service Strategy

Visible OPS

ITIL at the Service Desk

Apollo 13 Simulation

ITIL PPO

ITIL RCV

ITIL OSA

Customer Service Excellence

MOF Foundation

ITIL Executive Overview

Service Strategy Overview

Service Transition Overview

Building Blocks of Process Design

ITIL Managing Across the Lifecycle (MALC)

ITIL Service Design

ITIL Service Transition

ITIL Service Operation

ITIL Continual Service Improvement

ITIL Foundation

Certified Process Design Engineer (CPDE)

Solid colored boxes represent accredited certification courses. Grey boxes represent non-certification courses including workshops and simulations.

ISO/IEC 20000 Overview

ITIL Overview

Defining Your Service Catalog

ITSM Roles and Responsibilities

ISO/IEC 20000 Foundation Bridge

Service Operation Overview

ISO/IEC 20000 Foundation

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ITSM Academy Affiliates

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ITIL 2011

ITIL® is a Registered Trade Mark of the Cabinet Office.

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Service Delivery Processes Capacity

Management Service Continuity

and Availability Management

Service Level Management

Service Reporting

Information Security Management Budgeting and

Accounting for Services

Resolution Processes Incident Management Problem Management

Relationship Processes Business Relationship

Management Supplier Management

Control Processes Change Management

Configuration Management Release and Deployment Management

ISO/IEC 20000