IBM Global Services © 2005 IBM Corporation 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 ITIL Service Manager Service Delivery Introduction
SM271g00SDIntro
Dec 14, 2015
ITIL Service Manager
Service Delivery
Service Delivery
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IBM Global Services
© 2005 IBM Corporation
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
ITIL Service ManagerService Delivery
Introduction
Service Delivery – Introduction
2 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
3 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
4 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Goals of ITIL Service Delivery Course
The goals of the ITIL Service Delivery Course are to enable you to:Describe how to implement ITIL in a given scenarioDemonstrate knowledge of ITIL terminologyPrepare you for the IT Service Manager certificate
Course Content and course materialIntroduction and repetition of ITIL basicsReferencing of the ITIL OGC Book: Best Practices for Service DeliveryDiscussion of the ITIL Service Delivery ProcessesDiscussion of the ITIL Security Management and there interfacesIntroduction into the case studyWorking on exercises in a teamGrading during the in-course assessment
Service Delivery – Introduction
5 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Scope of Service Delivery
Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms
Service Delivery – Introduction
6 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
7 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Self introductions of the participants
Name
Company and Function
Experience in ITIL / practical experience
Date of Foundation Certification
Expectations
something interesting about you (Hobbies, Interests…)
Service Delivery – Introduction
8 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
9 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Agenda and time table
FridayThursdayWednesdayTuesdayMonday
Home Work 2Home Work 1
Personal feedback in-course assessmt.Break (15 min)Final Wrap Up
ITSCMBreak (15 min)5. Teamwork Exercise
Presentation Exercise 3Break (15 min)Capacity Management
2. Teamwork Exercise (Role play) – Part 2Break (15 min)Feedback Teamwork Exercise 2
Introduction Case Study1. Teamwork ExerciseBreak (15 min)PresentationExercise 1
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break (1 hour)
09:00 – 16:00Wrap UpPresentation Exercise 5Break (15min)Security Management
09:00 – 18:00Wrap Up4. Teamwork ExerciseBreak (15min)Presentation Exercise 4
09:00 – 18:00Wrap UpAvailability ManagementBreak (15min)3. Teamwork Exercise
09:00 – 18:00Wrap UpService Level ManagementBreak (15min)2. Teamwork Exercise (Role play) – Part 1
10:00 -18.00Welcome & IntroductionBreak (15min)Financial Management
Service Delivery – Introduction
10 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
11 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Three-tiered ITIL certification training
Essential (2 days)
Availability Mgmt (5 days)Incident Mgmt (5 days)Problem Mgmt (5 days)Configuration Mgmt (5 days)Service Level Mgmt (5 days)Change Mgmt (5 days)
Service Support (5 days)
Service Delivery (5 days)
1 hour Multiple Choice
1 hour Multiple Choice
3 hours Essay Examination
3 hours Essay Examination
Prerequisites assessed by Examination
Board
Foundations
Practitioners (9 certificates)
Service Manager
Service Delivery – Introduction
12 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Examination Requirements (1/2)
Exam
Write two, 3 hours exam and get 50% or more of the marks on bothexams
Evaluation FormIT Service Management practitioner (at least 2 years experience )ITIL Foundation certified
Take classroom training for Service Support and Service DeliveryMainly because of the mandatory in-course assessment
In-course assessmentPassing the in-course assessment of Service Support CoursePassing the in-course assessment of Service Delivery Course
Service Delivery – Introduction
13 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Examination Requirements (2/2)
In-course assessment CriteriaMental power (Problem analysis, Solving problems, creativity)Social power (Interpersonal sensitivity, Personal relations, Leadership)Acting power (Delegating and management control, Planning and organizing)Will power (Initiative, Perseverance, Steadfastness, Decisiveness)Communication skillsInteractive skills
Service Delivery – Introduction
14 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Practical Recommendation (1/2)
How to prepare for the exam ?
ITIL Service Delivery bookITIL Reference Manual / Pocket GuideClass room exercisesBrain mapCase StudyExam preparation dayTest exam questionsQuestions - AnswersStudy groups?
Service Delivery – Introduction
15 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Practical Recommendation (2/2)
Learning objectives
Definition / Function / Objectives / CharacteristicsLink to the BusinessRequirements / Benefits / CostsActivities / Tasks / Roles / OrganizationPossible Objections / Pitfalls / ProblemsKey Performance IndicatorsRelationships to the other ITIL processesImplementation / Best Practices / Tools
Service Delivery – Introduction
16 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Exam itself
How about the exam itself ?3 Hour (hand written) essay-form exam (same for Service Delivery) based on a case studyCase study is send to candidate 14 days before the exam5 questions 20 points eachService Support: Service Desk usually combined with IncidentService Delivery: Security Management aspects can pop up anywhereNeed 50% to passPass rate about 33% in Netherlands & 66% in UKExams are marked by two individuals who have to get consensusResults take about 3 to 4 months
Service Delivery – Introduction
17 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
18 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Service Support Process Model
Configuration management database
Management tools
IncidentsIncidents Service
desk Changes
Release
IncidentsQueries
Enquiries
CommunicationsUpdates
Workarounds
Service reportsIncident statistics
Audit reportsProblem statistics
Trend analysisProblem reportsProblem reviewDiagnostic aidsAudit reports
Change scheduleCAB minutes
Change statisticsChange reviews
Audit reports Release scheduleRelease statisticsRelease reviews
Secure libraryTesting standards
Audit reports
CustomerSurveyreports
CMDB reportsCMDB statisticsPolicy standards
Audit reports
The business, customers and users
Incidents ProblemsKnown errors Changes Releases CI’s
Relationships
Problemmanagement
Releasemanagement
Configuration management
Change management
Incidentmanagement
Service Delivery – Introduction
19 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Content
1. Goals and Scope
2. Self introductions of the participants
3. Agenda and time table
4. Certification Aspects
5. Recapitulation Service Support Processes
6. Service Delivery Processes
Service Delivery – Introduction
20 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Service Delivery Process Model
SystemManagement
tools
QueriesEnquiries
CommunicationsUpdatesReports
SLAs, SLRs, OLAs, UCsService reports
Service catalogueSIP
Exception reportsAudit reports
The business, customers and users
Service level management
RequirementsTargets
Achievements
Availability management
Capacity management
Financial management for
IT services
IT servicecontinuity
management
IT continuity plansBIA and risk analysis
Requirement definitionControl centresDB contracts
ReportsAudit reports
Financial planTypes and modelsCosts and charges
ReportsBudgets and forecasts
Audit reports
Capacity planCDB
Targets/thresholdsCapacity reports
SchedulesAudit reports
Availability planAMDB
Design criteriaTargets/thresholds
ReportsAudit reports
Alerts and ExceptionsChanges
Service Delivery – Introduction
21 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Navigation the book
Content of the ITIL Service Delivery Book
Chapter 1 – Introduction
Chapter 2 – Relationship between processes
Chapter 3 – Getting Started
Chapter 4 to 9 – Service Delivery Processes
Chapter 10 – Planning for Implementation
Bibliography and Appendices
IBM Global Services
© 2005 IBM Corporation
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
Appendix
one slide as starter of the day
Service Delivery – Introduction
23 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Agenda and time table
FridayThursdayWednesdayTuesdayMonday
Home Work 2Home Work 1
Personal feedback in-course assessmt.Break (15 min)Final Wrap Up
ITSCMBreak (15 min)5. Teamwork Exercise
Presentation Exercise 3Break (15 min)Capacity Management
2. Teamwork Exercise (Role play) – Part 2Break (15 min)Feedback Teamwork Exercise 2
Introduction Case Study1. Teamwork ExerciseBreak (15 min)PresentationExercise 1
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break (1 hour)
09:00 – 16:00Wrap UpPresentation Exercise 5Break (15min)Security Management
09:00 – 18:00Wrap Up4. Teamwork ExerciseBreak (15min)Presentation Exercise 4
09:00 – 18:00Wrap UpAvailability ManagementBreak (15min)3. Teamwork Exercise
09:00 – 18:00Wrap UpService Level ManagementBreak (15min)2. Teamwork Exercise (Role play) – Part 1
10:00 -18.00Welcome & IntroductionBreak (15min)Financial Management
Service Delivery – Introduction
24 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Agenda and time table
FridayThursdayWednesdayTuesdayMonday
Home Work 2Home Work 1
Personal feedback in-course assessmt.Break (15 min)Final Wrap Up
ITSCMBreak (15 min)5. Teamwork Exercise
Presentation Exercise 3Break (15 min)Capacity Management
2. Teamwork Exercise (Role play) – Part 2Break (15 min)Feedback Teamwork Exercise 2
Introduction Case Study1. Teamwork ExerciseBreak (15 min)PresentationExercise 1
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break (1 hour)
09:00 – 16:00Wrap UpPresentation Exercise 5Break (15min)Security Management
09:00 – 18:00Wrap Up4. Teamwork ExerciseBreak (15min)Presentation Exercise 4
09:00 – 18:00Wrap UpAvailability ManagementBreak (15min)3. Teamwork Exercise
09:00 – 18:00Wrap UpService Level ManagementBreak (15min)2. Teamwork Exercise (Role play) – Part 1
10:00 -18.00Welcome & IntroductionBreak (15min)Financial Management
Service Delivery – Introduction
25 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Agenda and time table
FridayThursdayWednesdayTuesdayMonday
Home Work 2Home Work 1
Personal feedback in-course assessmt.Break (15 min)Final Wrap Up
ITSCMBreak (15 min)5. Teamwork Exercise
Presentation Exercise 3Break (15 min)Capacity Management
2. Teamwork Exercise (Role play) – Part 2Break (15 min)Feedback Teamwork Exercise 2
Introduction Case Study1. Teamwork ExerciseBreak (15 min)PresentationExercise 1
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break (1 hour)
09:00 – 16:00Wrap UpPresentation Exercise 5Break (15min)Security Management
09:00 – 18:00Wrap Up4. Teamwork ExerciseBreak (15min)Presentation Exercise 4
09:00 – 18:00Wrap UpAvailability ManagementBreak (15min)3. Teamwork Exercise
09:00 – 18:00Wrap UpService Level ManagementBreak (15min)2. Teamwork Exercise (Role play) – Part 1
10:00 -18.00Welcome & IntroductionBreak (15min)Financial Management
Service Delivery – Introduction
26 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Agenda and time table
FridayThursdayWednesdayTuesdayMonday
Home Work 2Home Work 1
Personal feedback in-course assessmt.Break (15 min)Final Wrap Up
ITSCMBreak (15 min)5. Teamwork Exercise
Presentation Exercise 3Break (15 min)Capacity Management
2. Teamwork Exercise (Role play) – Part 2Break (15 min)Feedback Teamwork Exercise 2
Introduction Case Study1. Teamwork ExerciseBreak (15 min)PresentationExercise 1
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break (1 hour)
09:00 – 16:00Wrap UpPresentation Exercise 5Break (15min)Security Management
09:00 – 18:00Wrap Up4. Teamwork ExerciseBreak (15min)Presentation Exercise 4
09:00 – 18:00Wrap UpAvailability ManagementBreak (15min)3. Teamwork Exercise
09:00 – 18:00Wrap UpService Level ManagementBreak (15min)2. Teamwork Exercise (Role play) – Part 1
10:00 -18.00Welcome & IntroductionBreak (15min)Financial Management
Service Delivery – Introduction
27 © 2005 IBM CorporationITIL Service Manager Course | v1.0
Agenda and time table
FridayThursdayWednesdayTuesdayMonday
Home Work 2Home Work 1
Personal feedback in-course assessmt.Break (15 min)Final Wrap Up
ITSCMBreak (15 min)5. Teamwork Exercise
Presentation Exercise 3Break (15 min)Capacity Management
2. Teamwork Exercise (Role play) – Part 2Break (15 min)Feedback Teamwork Exercise 2
Introduction Case Study1. Teamwork ExerciseBreak (15 min)PresentationExercise 1
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break(1 hour)
Lunch break (1 hour)
09:00 – 16:00Wrap UpPresentation Exercise 5Break (15min)Security Management
09:00 – 18:00Wrap Up4. Teamwork ExerciseBreak (15min)Presentation Exercise 4
09:00 – 18:00Wrap UpAvailability ManagementBreak (15min)3. Teamwork Exercise
09:00 – 18:00Wrap UpService Level ManagementBreak (15min)2. Teamwork Exercise (Role play) – Part 1
10:00 -18.00Welcome & IntroductionBreak (15min)Financial Management