Itil Version 3 Paper
Vinsys IT Services (I) Pvt. Ltd.
ITIL V3 Foundation Course ITIL V3 F d i C
ITIL V3 : conceptual overview
Course Structure
Service Strategy Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
ITIL V3 Overview
Service Design
Service Transition
Service Operation
CSI
ITIL V3 Foundation Course Structure
ITIL V3 Foundation training
1
Vinsys IT Services (I) Pvt. Ltd.
Service
• Service is:
• a means of delivering value to customer by a means of delivering value to customer by • facilitating outcomes customers want to achieve • without the ownership of specific costs and risks
• Service management is:
• set of specialized organizational capabilities • for providing value to customers • in the form of services
• Services may be defined by specifications, but Customer outcomes are the genesis of services
Role of IT Governance
ENTERPRISE GOVERNANCE
Corporate Governance i.e. Conformance
Business Governance i.e. Performance
Accountability Assurance
Value Creation Resource Utilization
Enterprise Governance. – a framework that covers Corporate Governance and IT Governance Corporate Governance – it is about promoting corporate fairness transparency and accountability. IT Governance - Leaderships organizational structures and processes that ensure strategies and objectives are achieved.
ITIL V3 Foundation training
2
Vinsys IT Services (I) Pvt. Ltd.
4Ps in Service Management.
People p
Processes
Products/ Technology
Partners/ Suppliers
ITSM – Need and Concepts.
ITIL V3 Foundation training
3
Vinsys IT Services (I) Pvt. Ltd.
What are Good Practices…
Good practices: Practices that are widely used in industry by companies getting good results p g gg Reasons to adopt good practice:
• Dynamic environments • Performance pressure
Benefits: They help organizations benchmark themselves against p peers in the same
ITIL V3 Foundation Course ITIL V3 F d i C
ITIL V3 : conceptual overview
Course Structure
Service Strategy Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
ITIL V3 Overview
Service Design
Service Transition
Service Operation
CSI
ITIL V3 Foundation Course Structure
ITIL V3 Foundation training
1
Vinsys IT Services (I) Pvt. Ltd.
Service
• Service is:
• a means of delivering value to customer by a means of delivering value to customer by • facilitating outcomes customers want to achieve • without the ownership of specific costs and risks
• Service management is:
• set of specialized organizational capabilities • for providing value to customers • in the form of services
• Services may be defined by specifications, but Customer outcomes are the genesis of services
Role of IT Governance
ENTERPRISE GOVERNANCE
Corporate Governance i.e. Conformance
Business Governance i.e. Performance
Accountability Assurance
Value Creation Resource Utilization
Enterprise Governance. – a framework that covers Corporate Governance and IT Governance Corporate Governance – it is about promoting corporate fairness transparency and accountability. IT Governance - Leaderships organizational structures and processes that ensure strategies and objectives are achieved.
ITIL V3 Foundation training
2
Vinsys IT Services (I) Pvt. Ltd.
4Ps in Service Management.
People p
Processes
Products/ Technology
Partners/ Suppliers
ITSM – Need and Concepts.
ITIL V3 Foundation training
3
Vinsys IT Services (I) Pvt. Ltd.
What are Good Practices…
Good practices: Practices that are widely used in industry by companies getting good results p g gg Reasons to adopt good practice:
• Dynamic environments • Performance pressure
Benefits: They help organizations benchmark themselves against p peers in the same