ITIL v3 MASTER : From “Anakin” to “Obi Wan”. AGENDA ... ITIL v3 Foundation for
Service Management. ® OGC's Official ... Candidature form + CV. • Copies of ...
itSMF chapters, working on behalf of the ITIL community, and in partnership ...
Pocket. Guides. Benefits. Business Case. Exam Scheme. Professionalism. Tools.
Certificate: ITIL® Foundation | Duration: 3 days | Course Delivery: Classroom | ...
required for entry into the future ITIL v3 intermediate level training courses.
Jan 1, 2007 ... Available in 11 languages including. English and Quebecois French. • Average
pass rate in Canada - 89%. • Average pass rate Globally - 87% ...
2006 itSMF USA. All rights reserved. ITIL v3 - IT Infrastructure meets IT Service.
David Cannon. ITSM Practice Principal – HP ...
IT Service Management based on ITIL v3 - a Pocket guide (v3, english, dutch). •
ISo/Iec 20000 - a Pocket guide (english, german, Japanese, Italian, Spanish, ...
ASL & ITIL V3. White Paper. This presentation is based on a. White Paper jointly
commissioned by the OGC and the ASL BiSL Foundation, and authored by.
Oct 7, 2011 ... The links between ITIL and ISO/IEC20000 are ones of spirit and intent, not of
control ... ISO 20000 provide a framework and promote continuous ...
Page 12 ... L.P. The information contained herein is subject to change without
notice. 12 ... Audio / Video Conferencing within Hong Kong internal users.
IT structures rely on ISO 20000-1 to demonstrate their service quality. It ...
Assessments are conducted using an audit checklist specifically prepared by
DQS on ...
Aug 16, 2013 ... Founded in 1958, by Drs. Charles Kepner and Benjamin. Tregoe. • Thought
leaders in rational process and critical thinking techniques.
was replaced by ISO/IEC 20000 after formal launching on. December, 2005. ...
organisation has implemented best practises and are using them consistently ...
Agenda der Apollo 13 Simulation. Simulationstag 1. 13:00 Uhr - 15:00 Uhr. ITIL
Überblick und Vorstellung der Apollo 13 Simulation. 15:00 Uhr - 15:15 Uhr.
Jan 23, 2012 - âWe expect the tools to tell us what to measure and if we ... Application .... Average transaction serv
Jan 23, 2012 ... Key Challenges Many IT Organizations Have With Metrics .... Upper and Lower
values set by IT Service Manager with agreement from IT.
an overview of Six Sigma and its role in ITIL ... The Role of Six Sigma in ITIL
Service Delivery............................................................ 6. Introduction .
V2 to ITIL V3. A Comparison of Best Practice. Frameworks: Silos to Lifecycle.
People • Process • Technology. Organization • Integration. Rick Leopoldi.
planning for the project human resources needs and required roles and ... human
resources management spans through the whole project lifecycle and should ...
2004 Rebranding of ASL Foundation as ASL BiSL Foundation. 2005 Formal ...
available process frameworks, ASL and BiSL, and supporting best practices. 16.
The ITIL Foundation (Foundation Certificate in IT Service Management)
examination is available worldwide from Thomson Prometric, via a network of
approved ...
management of secure, quality IT services to support business. • THE de facto
global standard of IT Service. Management best practices. What is ITIL?
Implementing ISO/IEC 20000 Certification: The Roadmap. Author: David Clifford -
FISM1. Editors: Jan van Bon (Chief Editor). Selma Polter (Editor). Tieneke ...
Nov 23, 2015 - Topic. Change & collaboration. Cloud & Service. People & skills. People & Customer. 11:30
V2 CoSO COBIT ISO/IEC 17799 – ISO 27001 MSP Prince2 TMap ASL
ASL
ISO/IEC 20000 ITIL v3
ITIL v3
ITIL v2
EXIN
MOF
27
Work Instruction
Process execution
Process control
Strategic
® ITIL
V2
Foundation Certificate in IT Service Management guarantees your understanding of the basic terms, concepts, and relationships between ITIL processes.
EXIN
With the Practitioner Certificate in IT Service Management you have proven abilities in the specialized and practical aspects of one of the clustered ITIL processes.
28
The Manager's Certificate in IT Service Management provides you with internationally recognized credentials that show you have clearly demonstrated your ability to implement and manage the overall IT Service provision.
EXIN
® ITIL
29
V3
® ITIL
V3 CoSO COBIT ISO/IEC 17799 – ISO 27001 MSP Prince2 TMap ASL
ASL
ISO/IEC 20000 ITIL v3
ITIL v3
ITIL v2
EXIN
MOF
30
Work Instruction
Process execution
Process control
Strategic
EXIN
ITIL® V2 & V3 Credit Assignment
31
ITIL Expert: Achievement (22pts)
EXIN
ISO 20000
32
ISO 20000 CoSO COBIT ISO/IEC 17799 – ISO 27001 MSP Prince2 TMap ASL
ASL
ISO/IEC 20000 ITIL v3
ITIL v3
ITIL v2
EXIN
MOF
33
Work Instruction
Process execution
Process control
Strategic
ISO/IEC 20000 International Quality Standard for IT Service Management Providing guidance for the improvement of IT Services and ITSM processes Focusing on constant improvement of services and processes Assessing the quality of the IT Service provision
Specifies the practical procedures an organization should follow to improve the quality of its IT Service Management processes
•
Achievable and certifiable
•
Used for Government and Companies as proof of quality for providers entering tenders
•
Part of the bigger management system scope (ISO
EXIN
•
36
9000, ISO 27000, ISO 14000, etc.)
Related to successful Best Practices such as
ITIL®, MOF, COBIT, ISO 9000, CMMI and ASL
37
IT Service Management best practices
EXIN
ISO 9000
ISO/IEC 20000 Requirements for a management system Planning and implementing service management Planning and implementing new or changed services Service Delivery Processes Capacity Management Service Continuity and Availability Management
Service level Management Service Reporting
Information Security Management Budgeting and Accounting for IT services
Control Processes Release Process Release Management
Configuration Management Change Management
Resolution Processes Incident Management Problem Management
Relationship Process Business Relationship Management Supplier Management
The new building for IT Service Management
EXIN 38
CMMI
ISO 9000
COBIT
MOF
ITIL®
ISO/IEC 20000
39
Service Management
IT Operation
Quality System
IT Planning
Project Management
IT Security
Application Development
EXIN
Governance Governance IT
Classification Models of quality and control:
Framework of processes:
•ISO 9000 •ISO 20000 •COBIT •COSO
•ASL
•TQM
•MOF
•EFQM
•BiSL
•Six Sigma
EXIN
•TMap
40
•ITIL® (v2 e v3)
•ISO 27001
ITIL and other certifications CoSO COBIT ISO/IEC 17799 – ISO 27001 MSP Prince2 TMap ASL
ASL
ISO/IEC 20000 ITIL v3
ITIL v3
ITIL v2 MOF Process execution
41
EXIN
Work Instruction
41
Fonte: ISACA ampliato da A. Praitano
Process control
Strategy
EXIN
The value of the certifications
42
EXIN
Respondents regional representation
43
EXIN
Survey Results - The perceived benefits of ITIL® V2 & V3
44
EXIN
Survey Results - The perceived benefits of ITIL® V2 & V3
45
EXIN
Survey Results - How long does the market want ITIL® V2 to stay?
46
Survey Conclusions •Almost half of the people would like to see ITIL® V2 remain coexisting peacefully with ITIL® V3 in the long term. Less than 5% of the survey participants think ITIL® V2 certification should be stopped at this moment. •Almost 70% of the trainers and consultants argue that their customers still ask for ITIL® V2 certification and a cross check with the users confirms this demand. The main reasons given for the continuing demand for ITIL® V2 certifications are good experience with V2, the proven track record of V2 and the fact that no new, additional investments in an updated version of a framework have to be made.
EXIN
•Trainers/consultants that currently sell or advise on ITIL® V3, mainly state that they do so because V3 is the latest version, the evolution of V2 but also because they are uncertain how much longer ITIL® V2 certification will remain available to the public.
47
Prove your competencies: get certified • Proven quality of your IT staff to show all your customers • Strengthen skills & improve job performance • Stay competitive • Better use of human resources
EXIN
• Measuring the effectiveness of training programs
