1. IT Service Management An Introduction [ INSERT NAME PRESENTER ] [ DATE ] [INSERT COMPANY NAME HERE]  The Art of Service Pty Ltd 2004. ‘All of the information in this document is subject to copyright. No part of this document may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’

2. IT – Business alignment

3. 1. Aligning IT strategy with business strategy 2. Meeting business and user needs 3. Coping with change 4. Dealing with senior management 5. Managing costs, budgets and resources 6. Keeping up with technology 7. Recruiting and retaining staff 8. Time and resource management 9. Infrastructure management 10. Maintaining skills and knowledge Top ten concerns of IT Directors

4. Parties Involved itSMF OGC ISEB EXIN Tool Vendors ITIL Service Management Trade Mark owners Co-Authors TSO Accredited Vendors

5. Training & Certification ITIL Essentials / Foundation ITIL Service Manager ITIL Practitioner 12 day course Multi modules 2 months Assessments Two 3 hour exams Service Management certification 2 day courses Specialize in 1 process Certification 3 day course Overview of ITIL 1 hour MC exam Foundation certification ITIL Awareness 1 day course Overview of ITIL

6. ITIL Model Service Support Service Delivery Security Management The Business Perspective ICT Infra- structure Mgt. Planning to Implement Service Management Applications Management The Business The Technology Software Asset Management

7. ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management

8. Participants in the ITIL Framework “IT”“The Business” UsersService Desk Customers Service Level Management Operational Tactical Sr. IT Mgt Sr. Mgt Strategic Service Delivery Service Support

9. The Service Support Set = Interconnection between the processes = CMDBCMDB Incident Management Problem Management Change Management Configuration Management Release Management Incident Management Problem Management Change Management Configuration Management Release Management RFC Change SOLUTION Customer, Supplier, etc. DSLDHSDSLDHS IIII Work Around Known Error Problem

10. Service Requirements Business Needs The Service Delivery Set = Interconnection between the processes = Budgeting, Accounting, Charging Service Level Management Capacity Management Availability Management Financial Management Continuity Management Service Level Management Capacity Management Availability Management Financial Management Continuity Management Measurement Planning REPORTS RE C OV ER Y Customer Requirements Reviews Service Level Agreements (SLA’s) Resource Management MONITOR Invoke

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