itsmf Hong Kong Chapter Annual Conference 2008 The new Era of ITSM Keith Aldis Chief Executive & Company Secretary itsmf International
|
|
- Julius Powers
- 6 years ago
- Views:
Transcription
1 itsmf Hong Kong Chapter Annual Conference 2008 The new Era of ITSM Keith Aldis Chief Executive & Company Secretary 1
2 itsmf Hong Kong Chapter There are 2 x parts to my presentation ITIL v 3 2
3 itsmf International 3
4 We are all part of a fully serviced community of likeminded people? 4
5 Who am I? Keith Aldis The CEO of the itsmf-uk The Company Secretary and CEO for itsmf-international An engineer, teacher, trainer and customer relations specialist Trained in IR and Business Development 30 years in the people business Written Standards for construction, energy and service management qualifications Change management & leadership driver 5
6 What is the itsmf SMF? Purpose To develop and promote best practice and standards in IT Service Management to enable organisations to deliver efficient & effective IT services. Through Thought leadership & contributions, conferences, seminars, workshops, websites, magazines, white papers, research - that enable the sharing of knowledge and experience. A Not for profit/not for dividend organisation All surpluses ploughed back into the organisation It is both a user forum and a trade association 6
7 Why itsmf? The clue is in the title We need to advocate the need for quality IT services in business itsmf is a platform (a forum!) to Share knowledge and current best practices Promote exemplar service management processes and Develop and measure quality service delivery through ITILv3 (and others MOF, PRINCE2, COBIT, etom etc??) ISO/IEC 20000, 9002 and others Approved training and qualifications (& competence measurement?) The itsmf community does this. 7
8 What is the community? People who are engaged in Service Management who use a tool called IT. Some figures; There are some 100,000 IT Service Managers in the UK There are possibly 25m Globally Some companies have large communities within them for example, Fujitsu UK 3,000 ITSMs CA Globally - 21,000 ITSMs IBM Globally - 30,000 ITSMs Almost every operation has someone doing IT 8
9 itsmf History Started in UK in 1991 run by volunteers First overseas chapter (Netherlands) in 1994/5 UK General Manager appointed in 1998 created in 2004 Now 47 chapters and growing UK Chapter alone has 23 staff and 3.5m+ turnover 9
10 What is my job? CEO = Chief Enabling Officer Services to members IT Service Managers Outreach, Branches, Regions, Chapters and ITSMF Advocates External supporters & funders Board & Committees Administration Finance CEO OGC and Industry Regulations & Quality Control 10
11 We hold these Core Values. Provide Value to members Enhance itsmf s Reputation Do it through Teamwork 11
12 None of us, is as smart as all of us IT hero culture is out! 12
13 The UK Chapter structure we lend our staff to itsmfi 13
14 itsmf International - New Board from January 2008 Chairman: Directors: Sharon Taylor Governance Policy & Accountability Alexander Kist Intellectual Property & Brand Management Colin Rudd Professional Qualifications & Certification Paul Martini Publishing & Best Practice Management Peter Brooks Marketing & Business Development Robert Stroud Audit, Compliance & Standards Ken Wendle Chapter & Member Services Keith Aldis - Company Secretary The new Board has taken take up office from 1st January 2008 for two years. And now have new portfolios from 28 th January 2008 Directors are not representational (i.e. they are not elected to represent Chapters nor (now) nominated by Chapters (as at 31 st October)) but there to contribute to the Business as experts in ITSM. Held its first meeting by teleconference on 14 th January 14
15 itsmf International - New Structure Executive Board Full International Board (Chapter Representatives) Quals & Certs Chapter & Member Services Publishing & Best Practice Marketing & Business Development Audit, Compliance & Standards Intellectual Property & Brand Management Governance, Policy & Accountability IQ&C CAC? IPESC IComms? Full Board? Chapter Chapter Chapter Chapter 1 Chapter 1 Chapter 1 Chapter 1 Chapter Chapter n CEO, Co. Sec. & Office 15
16 itsmf International - Draft Budget for 2008/9 Business Area Income (000s) Expenditure (000s) Central General Secretariat Bank Interest Portfolio Events Publications Qualifications & Certification Marketing & Communications Commercial & Business Development Chapter Services Total 1, Surplus/loss * Includes proposed grant payment to Chapters of 120k in April 2009 and new staffing for itsmfi 16
17 Some things to come possibly in 2008/9? Portfolio Restructuring Need for a re-appraisal of portfolios by Directors (Done) No. of Chapter meetings to increase? (Being considered) International Staffing Based upon their Operational budget = 1m Hosted in UK but wholly independent from UK Chapter New General Manager from April 2008? New Business Development Manager? New Accounts Clerk & Web Support? New Chief Editor (Chief Librarian?) immediately! Customer Survey To be delivered next year to the Chapter Representatives will tell us what to deliver, to whom, when & where Global Employment & Skills Survey Current state of ITSM industry Formal definition of the industry Continued development and Support to expansion of the Institute of IT Service Management (ISM) Future Independence Financial & Legal? Licensing of itsmf brand and trademark to itsmfi & Chapters licence drafted up & free Guidelines on its use 17
18 itsmf Today after 2 years of planned expansion! from 8 Chapters to 47 chapters in 6 continents; 23 active prospective chapters for
19 New for 2008! forum.org 19
20 Here s s a first look at the new itsmf SMFI website website (Available from March 2008) 20
21 IT Service Management 21
22 By 2008, ITIL Compliance will be a buying criteria in 75% of relevant IT sourcing decisions. That s Now! Source Gartner Inc, G , January 5 th
23 Consider this also 70% of CEOs say their CIOs are judged by their ability to support company-wide business strategy If the CIO and his staff do not know what the wider business is about, then they will be replaced! 40% of companies do not measure business value of IT If so, what then, do they think that IT is there for? Only 40% of companies conduct ROI assessments on IT Why spend on IT then? ROI has become the basis for all future IT investment That s the key to unlocking our industry Show that IT affects the bottom line! How prepared are you? 23
24 ITIL the background T h e B u s i n e s s Planning to Implement Service Management The Business Perspective Version 2 Service Delivery Application Management Service Support Security Management ICT Infrastructure Management T h e T e c h n o l o g y Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity ITIL is a registered trademark of OGC Also: Software Asset Management Bus. Perspective (2) 24
25 ITIL V3 now structured along basic Lifecycle Management principles this is nothing new! 25
26 Why the lifecycle? Building on a great practice base Enabling integration with business process Managing services from cradle to grave Removing process silos Reflecting public feedback for holistic lifecycle focus This is how business has worked for the last 10 years to my certain knowledge 26
27 Simple Lifecycle Management is about Planning- Start! 1. Service Design 4. Service Strategy Doing Middle! 2. Service Transition 3. Service Operation Reviewing End! 4. Service Strategy (again) 5. Continual Service Improvement It s a simple natural organic process used at every stage 27
28 We have a fantastic collection of Core books and processes for reference 28
29 We have a potential for and enormous list of Complementary publications & Services Official Introduction to the ITIL Lifecycle Key Element Guides Pocket guide to ITIL Foundation Study Guide ITIL for Executives Outsourcing Expertise Scalable Adaptation ITIL for specific sectors And these are in development & print 29
30 New Friendly ITIL Is this a new dawn? Do we forget what s gone on in the past? It s the start of a new enhanced phase that will drive ITSM forward Everything that has happened before, is still valid With the addition of a Business/Customer focus ITIL still guidelines not a mandate there are others too! 30
31 31
32 The change with respect to qualifications New ITIL new exams. Credit for everything that s gone before June - saw the new Foundation Course & Exam Foundation v3 Upgrade from v2 Manager & Practitioner routes Management Diploma Will version 3 impact the training market? Too right! And it will impact on delivery of service as well! 32
33 The situation today Foundation Launched June 07 Foundation Bridge Launched Sep 07 Manager s Bridge Scheduled Jan 08 Lifecycle modules Syllabus awaiting approval Capability clusters Syllabus awaiting approval Managing across the Lifecycle In development Advanced SM In development 33
34 ITIL Qualification ITIL ITIL & Certification scheme 34
35 ITIL & ITSM for our future The Core radiates knowledge, The Complement builds upon it, The ITSM community breathes life into it. When we invest in the future We create it! 35
36 Talk to us! Keith Aldis +44 (0)
37 37
International and the role of standards in IT Service Management
itsmf International and the role of standards in IT Service Management Colin Rudd CITP, FISM, FBCS, FIITT, CEng Director of Chair of the itsmf Standards Management Board (Email: colin.rudd@itsmfi.org)
More informationThe Next Generation. Ivor Macfarlane itsmf International
The Next Generation Ivor Macfarlane itsmf International The future of ITIL Refresh project launched last year Much progress has been made Much more to come A look into the future Project approach Six month
More informationITIL v3. Qualification & Certification scheme. itsmf International The IT Service Management Forum 1
ITIL v3 Qualification & Certification scheme 1 ITIL v3 Certification scheme The ITIL v3 scheme Scope Approach Features of each new certification level Transition scheme Certification scheme structure 2
More informationROLE DESCRIPTION IT SPECIALIST
ROLE DESCRIPTION IT SPECIALIST JOB IDENTIFICATION Job Title: Job Grade: Department: Location Reporting Line (This structure reports to?) Full-time/Part-time/Contract: IT Specialist D1 Finance INSETA Head
More informationRevisit the Foundations of ITSM SMSG
Revisit the Foundations of ITSM SMSG 10 th October 2013 Ian Connelly Over 15 years experience working in IT, principally in Service Operations for Telcos, ISPs & the Insurance sector Service Management
More informationTHE ITIL MANAGERS BRIDGE CERTIFICATION IN IT SERVICE MANAGEMENT
THE ITIL MANAGERS BRIDGE CERTIFICATION IN IT SERVICE MANAGEMENT ITIL Service Manager to ITIL V3 Expert The ITIL Expert Certification is the highest certification level available in ITIL V3 today. However,
More informationGetting Started with IT Service Management
Getting Started with IT Service Management SMSG 4 th February 2014 BCS Bedford Branch Ian Connelly Over 15 years experience working in IT, latterly within Service Operations for Telcos, ISPs & the insurance
More informationISO/IEC overview
ISO/IEC 20000 overview Overview 1. What is ISO/IEC 20000? 2. ISO/IEC 20000 and ITIL 2 BS 15000 BS15000 started in UK and first launched on July 1, 2003. Which was replaced by ISO/IEC 20000 after formal
More informationISO/IEC IT Service Management (ITSM) Standard & IT Infrastructure Library (ITIL) Overview and Growth Trends
ISO/IEC 20000 IT Service (ITSM) Standard & IT Infrastructure Library (ITIL) Overview and Growth Trends September 2006 Hamid Nouri President, Nouri Associates Client Briefing Definitions IT Service (ITSM)
More informationIT MANAGER PERMANENT SALARY SCALE: P07 (R ) Ref:AgriS042/2019 Information Technology Manager. Reporting to. Information Technology (IT)
DESIGNATION Reporting to Division Office Location IT MANAGER PERMANENT SALARY SCALE: P07 (R806 593.00) Ref:AgriS042/2019 Information Technology Manager CEO Information Technology (IT) Head office JOB PURPOSE
More informationITIL Intermediate Continual Service Improvement (CSI) Certification Boot Camp - Brochure
ITIL Intermediate Continual Service Improvement (CSI) Certification Boot Camp - Brochure Gain Knowledge to Align IT Services to Business Needs US Course Name : CISSP Version : INVL_CISSP_BR_02_089_1.2
More informationGetting Started with IT Service Management
Getting Started with IT Service Management SMSG 3rd March 2014 BCS Bristol Branch BCS Service Management Specialist Group The Service Management Specialist Group provides an avenue for developing and promoting
More informationGetting Started with ITIL
Getting Started with ITIL SMSG 17 th June 2013 BCS Nottingham & Derby Branch Overview Service Management has been adopted by many thousands of companies worldwide but what is it? Fundamentally, it s a
More informationITIL Intermediate Service Design (SD) Certification Boot Camp - Brochure
ITIL Intermediate Service Design (SD) Certification Boot Camp - Brochure Get a Management-level overview of Service Design to advance in your Career Course Name : ITIL SD Version : INVL_ITILSD_BR_02_033_1.2
More informationAn Executive Overview of ITIL v3
An Executive Overview of ITIL v3 Abdullah Abonamah, PhD itsmf Gulf President ITIL V3 Launch Meet the Authors Monday 11 th June, 2007 What is ITIL? ITIL = IT Infrastructure Library A comprehensive and consistent
More informationContents. viii. List of figures. List of tables. OGC s foreword. 3 The ITIL Service Management Lifecycle core of practice 17
iii Contents List of figures List of tables OGC s foreword Chief Architect s foreword Preface vi viii ix x xi 2.7 ITIL conformance or compliance practice adaptation 13 2.8 Getting started Service Lifecycle
More informationWHO SHOULD ATTEND? ITIL Foundation is suitable for anyone working in IT services requiring more information about the ITIL best practice framework.
Learning Objectives and Course Descriptions: FOUNDATION IN IT SERVICE MANAGEMENT This official ITIL Foundation certification course provides you with a general overview of the IT Service Management Lifecycle
More informationDocument Control Information
Document Control Information Document Details Document Name ITIL v3 Managers Bridge Course Syllabus: ITIL Managers to ITIL v3 Expert_v3.3 Purpose of Document Detailed syllabus for the Bridge Qualification:
More informationSan Francisco Chapter. Cassius Downs Network Edge LLC
Cassius Downs Network Edge LLC ITIL History ITIL Books V3 Objectives Business Benefits of V3 V3 Changes Training & Certification V2 or V3? Summary 2 Version 1 31 books developed in the 1980 s Focus: Technology
More informationITIL Intermediate Service Design (SD) Certification Training - Brochure
ITIL Intermediate Service Design (SD) Certification Training - Brochure Get a Management-level overview of Service Design to advance in your Career Course Name : ITIL SD Version : INVL_ITILSD_BR_02_033_1.2
More informationPlanning and Implementing ITIL in ICT Organisations
CCPM Solutions Experts in ICT Performance Supporting Your Business Planning and Implementing ITIL in ICT Organisations June 2012, Addis Ababa Content 1. Quick ITIL (Overview) 2. Case study (How not to
More informationITIL Service Lifecycle Strategy
ITIL Service Lifecycle Strategy Course Details Course Code: Duration: Notes: ITILSL-Str 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based
More information1.1 Levels of qualification
1 The ITIL Qualification Scheme ITIL (formerly known as the Information Technology Infrastructure Library) is best-practice guidance for IT Service Management, which is used by many hundreds of organizations
More information"Charting the Course... ITIL 2011 Managing Across the Lifecycle ( MALC ) Course Summary
Course Summary Description ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL
More informationITIL Intermediate Service Transition (ST) Certification Training - Brochure
ITIL Intermediate Service Transition (ST) Certification Training - Brochure Add Value to your Enterprise as a Service Transition Specialist Course Name : ITIL ST Version : INVL_ITILST_BR_02_31_1.2 Course
More informationITIL 2 or ITIL 3? Barry Corless
ITIL 2 or ITIL 3? Barry Corless FISM Barry Corless Chair, itsmf UK The itsmf is an independent, not-for-profit organisation dedicated to the development and promotion of "best practice" in IT Service.
More informationIT Service. Demystifying ITIL. J. Andrew Atencio Andy. 1. Introduction and History. 2. Why Service Management/ITIL?
IT Service Management: Demystifying ITIL J. Andrew Atencio Andy City of Greenwood Village aatencio@greenwoodvillage.com Agenda 1. Introduction and History 2. Why Service Management/ITIL? 3. The How and
More informationITIL V3 - The Future Is Here
ITIL V3 - The Future Is Here Copyright Notice Copyright Axios Systems 2007. The information, which is contained in this document, is the property of Axios Systems. The contents of the document must not
More informationPOSITION DESCRIPTION
UNCLASSIFIED IT Security Certification Assessor POSITION DESCRIPTION Unit, Directorate: Location: IT & Physical Security, Protective Security Wellington Salary range: H $77,711 - $116,567 Purpose of position:
More informationCOURSE BROCHURE. ITIL - Expert Managing Across Lifecycle Training & Certification
COURSE BROCHURE ITIL - Expert Managing Across Lifecycle Training & Certification What is ITIL MALC? This ITIL training course brings together the full essence of a Lifecycle approach to service management,
More informationItil Release Management A Hands On Guide
ITIL RELEASE MANAGEMENT A HANDS ON GUIDE PDF - Are you looking for itil release management a hands on guide Books? Now, you will be happy that at this time itil release management a hands on guide PDF
More informationITIL Official Accreditor FAQ s - July 2010
General ITIL FAQs ITIL Official Accreditor FAQ s - July 2010 What is ITIL? ITIL is the most widely adopted framework for IT Service Management in the world. It is a practical, no nonsense approach to the
More informationITIL : Professional Education Training. Innovative solutions for modern businesses.
ITIL : 2011 Professional Education Training Innovative solutions for modern businesses www.syzygal.com The ITIL Service Lifecycle ITIL (IT INFRASTRUCTURE LIBRARY) is a best practice framework for IT Service
More informationTHE TRUSTED NETWORK POWERING GLOBAL SUPPLY CHAINS AND THEIR COMMUNITIES APPROVED EDUCATION PROVIDER INFORMATION PACK
GAIN RECOGNITION AS AN APPROVED PROVIDER UNDER ISO/IEC 17024 AND JOIN OUR NETWORK OF TRUSTED PROVIDERS THE TRUSTED NETWORK POWERING GLOBAL SUPPLY CHAINS AND THEIR COMMUNITIES APPROVED EDUCATION PROVIDER
More informationAcknowledgements 5 About this guide 6 1 Introduction to service management 9
Contents Acknowledgements 5 About this guide 6 1 Introduction to service 9 1.1 Good practice 9 1.2 The ITIL framework 9 1.3 What is service? ( 2.1 2.2, 2.1 2.2) 11 1.4 Service value creation 13 1.5 The
More informationITIL 2011 Foundation Certification Training - Brochure
ITIL 2011 Foundation Certification Training - Brochure The Launchpad for a Career in IT Service Management Course Name : ITIL Foundation Version : INVL_ITILF_BR_02_026_1.2 Course ID : ITSM - 109 www.invensislearning.com
More informationICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc.
ICT Mentors e-learning portfolio provides our delegates with materials for study at the comfort of their homes, work place etc. We provide white labelled training packages and courses in: ITIL COBIT 5
More informationDocument Control Information
Document Control Information Document Details Document Name Purpose of Document Document Version Number 3.1 Document Status Document Owner Prepared By The ITIL Intermediate Qualification: Service Operation
More informationImplementing ITIL v3 Service Lifecycle
Implementing ITIL v3 Lifecycle WHITE PAPER introduction GSS INFOTECH IT services have become an integral means for conducting business for all sizes of businesses, private and public organizations, educational
More informationitsmf UK Endorsement Scheme EXIN BCS Service Integration and Management (SIAM ) Foundation EXIN/BCS/SCOPISM
itsmf UK Endorsement Scheme EXIN BCS Service Integration and Management (SIAM ) Foundation EXIN/BCS/SCOPISM V 1.3 10 st May 2017 Barclay Rae CEO, Reviewing Analyst Mark Lillycrop Professional Services
More informationEducation Strategy Review North West Actuarial Society 28 April Karen Brocklesby Registrar Paul King - Consultant Education Actuary
Education Strategy Review North West Actuarial Society 28 April 2016 Karen Brocklesby Registrar Paul King - Consultant Education Actuary April 2016 Background The last major IFoA Education changes were
More informationIRMSA: Endorsement Policy 2013
IRMSA: Endorsement Policy 2013 1 P a g e Quick Overview: Course / Training Provider Fees This sets out fees for endorsement of risk management courses as of July 2013. The total fee comprises of an applicationand
More informationITSM Training Profiler. Mapping your IT Role to ITSM Training Programs
2010 ITSM Training Profiler Mapping your IT Role to itsm Solutions LLC 31 South Talbert Blvd #295 Lexington, NC 27292 Phone (336) 510-2885 Fax (336) 499-7016 PN: ITSMMAP Find us on the web at: http://www.itsmsolutions.com.
More informationWl Welcome. Service Operation Where Value is Realized
Wl Welcome Service Operation Where Value is Realized ITSM Academy, Service Operation 10/2009 About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL Foundation (V3/V2) Washington, DC - Public
More informationGetting a head start has never been more crucial to developing a successful career...
APMP for PRINCE2 Practitioner Getting a head start has never been more crucial to developing a successful career... APMP: The APM Project Management Qualification. Tailored route for PRINCE2 Practitioners.
More informationCOURSE BROCHURE. ITIL - Foundation Training & Certification
COURSE BROCHURE ITIL - Foundation Training & Certification What is ITIL? ITIL (Information Technology Infrastructure Library) is a body of knowledge and set of best practices for successful IT service
More informationITIL Managing Across the Lifecycle (MALC)
ITIL Managing Across the Lifecycle (MALC) Course Syllabus (v1.2) Fifalde Consulting Inc. +1-613-699-3005 ITIL is a registered trade mark of AXELOS Limited. 2017 Fifalde Consulting Inc. ITIL MANAGING ACROSS
More informationBCS Specialist Certificate in Change Management Syllabus
BCS Specialist Certificate in Change Management Syllabus Version 2.0 April 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification in Wales, CCEA or
More informationITSM Training Solution
ITSM Training Solution Roadmap and Related Curriculum ITSM Certifications and Workshops Programs ITIL and PRINCE2 are registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All
More informationWhat is ITIL. Contents
What is ITIL Contents What is ITIL and what are its origins?... 1 Services and Service Management... 2 Service Providers... 3 Stakeholders in Service Management... 3 Utility and Warranty... 4 Best Practices
More informationWhat is ISO/IEC 20000?
An Introduction to the International Service Management Standard By President INTERPROM July 2015 Copyright 2015 by InterProm USA. All Rights Reserved www.interpromusa.com Contents INTRODUCTION... 3 SERVICE
More informationOpenStack Foundation Update
OpenStack Foundation Update Boris Renski brenski@mirantis.com @zer0tweets http://wiki.openstack.org/mailinglists http://wiki.openstack.org/governance/foundation Road to the Foundation Announced plans October
More informationITIL V3 SERVICE DEFINITION DOWNLOAD
23 March, 2018 ITIL V3 SERVICE DEFINITION DOWNLOAD Document Filetype: PDF 394.8 KB 0 ITIL V3 SERVICE DEFINITION DOWNLOAD In ITIL v3, which most service desk software today is based on, incidents come in
More informationBCS Specialist Certificate in Service Desk and Incident Management Syllabus
BCS Specialist Certificate in Service Desk and Incident Management Syllabus Version 1.9 April 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification
More informationREPORT 2015/010 INTERNAL AUDIT DIVISION
INTERNAL AUDIT DIVISION REPORT 2015/010 Audit of information and communications technology strategic planning, governance and management in the Investment Management Division of the United Nations Joint
More informationITIL Intermediate Service Strategy Certification Exam Training - Brochure
ITIL Intermediate Service Strategy Certification Exam Training - Brochure Gain the Knowledge to become an ITIL Service Strategy Specialist Course Name : ITIL Service Strategy Version : INVL_ITILSS_BR_02_013_1.2
More informationSERVICE DESIGN ITIL INTERMEDIATE TRAINING & CERTIFICATION
SERVICE DESIGN ITIL INTERMEDIATE TRAINING & CERTIFICATION WHAT IS ITIL SD? This comprehensive official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance
More informationitsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors
itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors Dubai, June 11, 2007 Challenging Questions > Should we slow down
More informationITIL Managing Across the Lifecycle Course
ITIL Managing Across the Lifecycle Course Duration: 5 Days Course Delivery: Classroom Language: English Course Overview ITIL 2011 edition is comprised of five core publications: Service Strategy, Service
More informationRic Mims, itsmf Houston LIG and HDI Houston
Ric Mims, itsmf Houston LIG and HDI Houston Currently Service Delivery Specialist at BP America in Global Operations 25 years in IT Service Support Industry Local chapter officer for HDI Houston and ITSMF
More informationContinuous Professional Development (CPD) Manual
Continuous Professional Development (CPD) Manual 2019 Version 4.1 TABLE OF CONTENTS Definitions... 2 Continuous Professional Development (CPD)... 3 SCA s commitment to the highest global professional standards...
More informationAFC Compliance Careers
AFC Compliance Careers ACAMS Education Program Date : December 6 th 2017 Donna Bucci Ireland Account Manager ACAMS ACAMS is a global community ACAMS is the world s largest international membership organisation
More informationSERVICE MANAGEMENT TRAINING PRODUCTS AND SERVICES ENDORSEMENT SCHEME. Rules and Guidance for Providers
SERVICE MANAGEMENT TRAINING PRODUCTS AND SERVICES ENDORSEMENT SCHEME Rules and Guidance for Providers Change control: Version Status Author Date Comments 0.1 First Draft Helen Sussex 27 th November First
More informationThe ITIL Service Desk. Common Sense Comes To Life. Version : 1.4 Date : July 19, 2005 : Pink Elephant
The ITIL Service Desk Common Sense Comes To Life Version : 1.4 Date : July 19, 2005 By: : Pink Elephant Table Of Contents 1 ITIL DEFINED... 3 2 ITIL S BUSINESS BENEFITS... 5 3 BENEFITS OF AN ITIL-BASED
More informationITIL: The Key Differences Between Versions 2 and 3
ITIL: The Key Differences Between Versions 2 and 3 A brief History of ITIL First published in the late 1980s, ITIL started as a project to document best practices in IT. Since that time it has become known
More informationCertificate Software Asset Management Essentials Syllabus. Version 2.0
Certificate Software Asset Management Essentials Syllabus Version 2.0 June 2010 Certificate in Software Asset Management Essentials Leaning Objectives Holders of the ISEB Certificate in SAM Essentials
More informationITIL and IT Service Management
Background and Introduction to ITIL and IT Service Management Agenda/Learning Objectives What is ITIL The history of ITIL The key components of version 3 (the Lifecycle) The key advantages and Objectives
More informationITIL Certification The next logical certification step for the Cisco Certified Professional
2011 ITIL Certification The next logical certification step for the Cisco Certified Professional Rick Lemieux Managing Partner (401) 764-0720 rick.lemieux@itsmsolutions.com Contents IT Transformation...
More informationITIL Service Operation Lifecycle Classroom
ITIL Service Lifecycle Classroom Certificate: ITIL Service Lifecycle Duration: 3 days Course Delivery: (Virtual) Classroom, Exam, ebook Course ID: ITL9338 Language: English Credits: 3 Credits to ITIL Expert
More informationBCS Foundation Certificate in Software Asset Management Essentials Syllabus
BCS Foundation Certificate in Software Asset Management Essentials Syllabus Version 4.6 March 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification
More informationASBO International. SFO Recertification Guide One-Step Process. Updated February 1, 2018 Tel: x
SM ASBO International SFO Recertification Guide One-Step Process Updated February 1, 2018 Tel: 866.682.2729 x7079 Email: certification@asbointl.org Contents Recertification Guide One-Step Process.... 3
More informationDetermining Best Fit for ITIL Implementation
Determining Best Fit for ITIL Implementation Presentation to the DC SPIN October 4, 2006 www.davidconsultinggroup.com Agenda Introduction to ITIL Preparing for ITIL Best Fit Analysis Relationship of ITIL
More informationITSM Academy. Welcome!
ITSM Academy Welcome! About ITSM Academy Accredited Education Certified Process Design Engineer (CPDE) ITIL Foundation ITIL Capability (OSA PPO RCV SOA) ITIL Lifecycle (SS SD ST SO CSI) ITIL Managing Across
More informationIT Service Management based on ITIL
IT Service Management based on ITIL Positioning Quality Systems ISO 900x ISO 20000 TQM EFQM Six Sigma Theory of Constraints Statistical Process Control Deming Etc.. Action Improve Define ITIL Best Practices
More informationCOBIT 5 Foundation Certification Training Course - Brochure
COBIT 5 Foundation Certification Training Course - Brochure The Next Level of IT Security Governance Course Name : COBIT 5 Foundation Version : INVL_Cobit5_BR_02_081_1.1 Course ID : ITSG-130 www.invensislearning.com
More informationITIL Managing Across the Lifecycle (MALC) Certification Training - Brochure
ITIL Managing Across the Lifecycle (MALC) Certification Training - Brochure Integrate ITIL Content and Application Knowledge with an ITIL MALC Certification Course Name : ITIL MALC Version : INVL_ITILMALC_BR_02_018_1.2
More informationAcknowledgements 3 About this guide 4 1 Introduction to the ITIL Service Management framework 7
Contents Acknowledgements 3 About this guide 1 Introduction to the ITIL Service Management framework 7 1.1 Good practice 7 1.2 The ITIL framework 7 1.3 What is Service Management? 10 1. The ITIL Service
More informationDriving Global Resilience
Driving Global Resilience Steve Mellish FBCI Chairman, The Business Continuity Institute Monday December 2nd, 2013 Business & IT Resilience Summit New Delhi, India Chairman of the Business Continuity Institute
More informationconstag ag corporate presentation
constag ag corporate presentation August 2017 Core message Commitment with passion determines our actions We stand for expertise, innovation and progress.. We will provide the performance for your competitive
More informationInformation Security Strategy
Security Strategy Document Owner : Chief Officer Version : 1.1 Date : May 2011 We will on request produce this Strategy, or particular parts of it, in other languages and formats, in order that everyone
More information2016 COBIT 5 Foundation Training Course
1 of 5 For View this email in your browser Newsletter Decemeber 2015 With Father Christmas dusting off his sleigh, shining up his boots and trimming his beard, it s now time
More informationIntegrating ITIL and COBIT 5 to optimize IT Process and service delivery. Johan Muliadi Kerta
Integrating ITIL and COBIT 5 to optimize IT Process and service delivery Johan Muliadi Kerta Measurement is the first step that leads to control and eventually to improvement. If you can t measure something,
More informationBusiness Model for Global Platform for Big Data for Official Statistics in support of the 2030 Agenda for Sustainable Development
Business Model for Global Platform for Big Data for Official Statistics in support of the 2030 Agenda for Sustainable Development Introduction This note sets out a business model for a Global Platform
More informationITIL Intermediate Service Operation Certification Exam Training - Brochure
ITIL Intermediate Service Operation Certification Exam Training - Brochure The Credential that sets you apart as a Service Operation Professional Course Name : ITIL Service Operation Version : INVL_ITILSO_BR_02_012_1.2
More informationKENYA SCHOOL OF GOVERNMENT EMPLOYMENT OPORTUNITY (EXTERNAL ADVERTISEMENT)
KENYA SCHOOL OF GOVERNMENT EMPLOYMENT OPORTUNITY (EXTERNAL ADVERTISEMENT) 1. DIRECTOR, LEARNING & DEVELOPMENT - LOWER KABETE Reporting to the Director General, Campus Directors will be responsible for
More information"Charting the Course... ITIL 2011 Operations Support Analysis (OSA) Certification Program. Course Summary
Description Course Summary ITIL is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL
More informationREPORT 2015/149 INTERNAL AUDIT DIVISION
INTERNAL AUDIT DIVISION REPORT 2015/149 Audit of the information and communications technology operations in the Investment Management Division of the United Nations Joint Staff Pension Fund Overall results
More informationECF-TM: FAQs. equity lending and secondary loan trading generally do not fall within the definition of financial
ECF-TM: FAQs Q1. What is the Enhanced Competency Framework on Treasury Management (ECF-TM)? In order to support capacity building and talent development, the Hong Kong Monetary Authority (HKMA) is working
More informationSERVICE OPERATION ITIL INTERMEDIATE TRAINING & CERTIFICATION
SERVICE OPERATION ITIL INTERMEDIATE TRAINING & CERTIFICATION WHAT IS ITIL SO? The intermediate level of ITIL offers a role based hands-on experience and in-depth coverage of the contents. Successful implementation
More informationITIL 2011 Intermediate Capability Operational Support and Analysis (OSA) Course Outline
ITIL 2011 Intermediate Capability Operational Support and Analysis (OSA) Course Outline 1 Operational Support and Analysis (OSA) Program Overview The ITIL Intermediate Qualification: Operational Support
More informationWELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER
WELCOME TO ITIL FOUNDATIONS PREP CLASS AUBREY KAIGLER Audio Configuration Configure your audio settings. The Audio Setup Wizard allows you to configure your volume level, default microphone and recording
More informationIT Governance ISO/IEC 27001:2013 ISMS Implementation. Service description. Protect Comply Thrive
IT Governance ISO/IEC 27001:2013 ISMS Implementation Service description Protect Comply Thrive 100% guaranteed ISO 27001 certification with the global experts With the IT Governance ISO 27001 Implementation
More informationAssociation for International PMOs. Expert. Practitioner. Foundation PMO. Learning.
AIPM Association for International PMOs Expert Practitioner Foundation www.pmolearning.co.uk PMO The Leading Standard and Certification for PMO Professionals Today Understand the Value of High-Performing
More informationSmall Organisations. Ivor Macfarlane. Copyright IBM Corporation 2009
Service Management ITSM, ITIL Small Organisations Ivor Macfarlane Copyright IBM Corporation 2009 1 Big Teams have Specialists itsmf Hungary, March 2010 slide 2 Small Teams have to be Versatile Multi-skilled
More informationIntroduction. January 1, 2015
Introduction January 1, 2015 Radio Frequency IDentification Technologies that enable the capture of data about objects remotely using radio energy Our Mission To promote the public good by promoting high
More informationITIL Foundation. 2 Days Classroom Training PHILIPPINES :: MALAYSIA :: VIETNAM :: SINGAPORE :: INDIA
ITIL Foundation 2 Days Classroom Training PHILIPPINES :: MALAYSIA :: VIETNAM :: SINGAPORE :: INDIA Content ITIL Foundation Introduction Who we are Our Clients Course Overview Career Path Course Content
More informationPlease always review the latest document available through the website
Table of Contents PURPOSE OF THE QUALIFICATION 3 WHY STUDY THE LIBF LEVEL 4 CERTIFICATE FOR SPECIALISTS IN DEMAND GUARANTEES (CSDG)? 3 OBJECTIVE 3 KEY CONTENT AREAS 3 LEARNING OUTCOMES 3 KEY SKILLS DEVELOPED
More informationITIL - Lifecycle Service Transition Course
ITIL - Lifecycle Service Transition Course Code: ITSM005CL Certification Exam: ITIL Service Transition Lifecycle Duration: 3 Days Certification Track: N/A Format: Classroom Course Credits: 3 Credits to
More informationISO/IEC ISO/IEC White Paper
White Paper 2 Contents Foreword from Richard Pharro, CEO, APMG 3 Introduction 4 Overview 5 Benefits 8 Conclusion 10 Further information 10 3 Foreword by Richard Pharro, CEO, APMG The close relationship
More informationAchieving ICT Service Management Excellence with ITIL and ISO20000 Frameworks
CCPM Solutions Experts in ICT Performance Supporting Your Business Achieving ICT Service Management Excellence with ITIL and ISO20000 Frameworks 1 st July 2011, Addis Ababa By Yared Haile-Selassie & Workneh
More information