Description

This overview is designed for those familiar with ITIL®  v2. It focuses on the new ITIL v3 structure (The Service Lifecycle) and how this extends beyond the Service Support and Service Delivery focus in ITIL v2.

On completion, delegates will have a sound appreciation of the essential differences and improvements to ITIL  that v3 brings, and understand the benefits they will bring to both IT and the business. It focuses on the new structure (The service Lifecycle) and how this extends beyond the Service Support and Service Delivery focus in ITIL V2.

Topics

Why has ITIL been restructured?

The Service Lifecycle
Understanding the service lifecycle and the objectives and business value for each phase in the lifecycle -

What does Service Strategy offer and what does it consist of?

• The importance of defining an IT strategy to support Business objectives
• Selling IT as a strategic asset providing competitive advantage to an organization
• Ensuring organizations are in a position to handle the risks and costs associated with the Portfolio of their services
• Allowing providers already using service management principles to improve the alignment between their capabilities and business objectives
• Ensure service providers design, deliver, operate and improve IT services in a commercially sensitive fashion
• Assist service providers in understanding their capabilities and resources to ensure they offer the right services
• Service Strategy expands the scope of the ITIL framework beyond the traditional audience of IT Service Management Professionals

What does Service Design offer and what best practice processes are involved?

• Defining a holistic approach to designing not just technology solutions but IT services
• Providing design principles for converting strategic objectives into portfolios of services and service capabilities
• Helping Service Providers consider all aspects of the service and considering all aspects of the service to help get it right first time
• Creating a strategic blueprint for the design of IT services

What does Service Transition offer and how is it managed?

• The development and improvement of the capabilities for transitioning new and changed services into Operations
• Guidance to allow the requirements of Service Strategy encoded in Service Design and realized in Service Operations while controlling the risks of failure and disruption
• The incorporation of practices in Risk, Release Management and Programme Management to allow the provider to get it right first time
• Guidance on maintaining the complexity related to changes to services and Service Management processes.
• Ensuring knowledge is managed and controlled

Functions and procedures in Service Operation to ensure quality service delivery?

• Achieving efficiency and effectiveness in the delivery and support of IT services
• Realising strategic objectives to ensure value for the customer
• Maintaining stability but allowing responsive action
• Using technology and automation to enhance service delivery and the customer experience
• The 4 Key IT Functions

How to ensure the service(s) do not stagnate through Continual Service Improvement

• Creating and maintaining value for Customers through better design, transition and operation of services
• Principles, practices and methods for Quality Management
• Guidance to link improvement efforts and outcomes with all stages of the Service Lifecycle.
• he continual improvement of the Portfolio of IT services provided
• Encouraging CSI activity through all IT staff

In each of the stages of the lifecycle familiar processes will be recognised and additional / new processes and practices will be highlighted.

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© Crown copyright material is reproduced here under licence from and with the permission of OGC, under delegated authority from the controller of HMSO.

The following dates are available for this course:

Dates for this course are available on request. Please Contact us for details.