ITIL PRACTITIONER The Story

Transcription

1 ITIL PRACTITIONER The Story PHILIP HEARSUM ITSM Portfolio Manager AXELOS.com

2 The way ahead for ITIL in 2015

3 In 2014 we listened to what YOU had to say

4 What we heard Most CIOs and IT leaders consider ITIL to be the de facto best-practice guidance for IT service management ITIL has the highest adoption rate of the related frameworks used within IT operations

5 What we heard from the community Practical Guidance & Leverage Good/Emerging Practices

6 What we heard ITSM as a Profession

7 and now we re acting

8

9 New Qualification in 2015 New Qualification Scheme Current Qualification Scheme

10 Practical guidance Based on Continual Service Improvement (CSI)

11 Improving individual capabilities to Adopt and Adapt

12 Working with Practitioner Architects Primary development of the new qualification is being done by the Practitioner Architect Team or PAT, under the leadership of Kaimar Karu, AXELOS Head of ITSM: Kevin Behr (US) Karen Ferris (AU) Lou Hunnebeck (US) Barclay Rae (UK) Stuart Rance (UK) Paul Wilkinson (NL) PAT started by leveraging the current ITIL publications, with particular emphasis on material in the five core lifecycle publications as well as Planning to Implement Service Management, and then building on it.

13 Leveraging experience, globally BEST, GOOD, AND EMERGING PRACTICES The PAT is also drawing on important concepts in other frameworks, methods, bodies of knowledge and philosophies such as Lean, Agile, DevOps, and others WORLD-WIDE COLLABORATION Material developed by the PAT is being reviewed by a wider global team including both representatives of the examination institutes and training organisations, and day-to-day practitioners PRACTICAL VALUE The team will produce the Guidance plus a Toolkit that can be used during the training course, for the exam preparation, and for daily work afterwards

14 Making a difference THE CSI APPROACH Using the CSI Approach as an organizing framework to lead a person and/or team through practical adoption of ITIL/ITSM guidance. Includes selected specific methods and techniques to use during particular steps of the approach GUIDING PRINCIPLES A set of broad principles that should be used to guide decisions and actions when adopting ITIL/ITSM typically as a person and/or team moves through the steps of the CSI Approach CRITICAL COMPETENCIES Three areas in which it is critical for a practitioner and/or organization to have competencies in order for them to be successful in adopting the ITIL/ITSM guidance: Communication, Measurement & Metrics, and Organizational Change Management

15 Guiding Principles Focus on value Design for experience Start where you are Work holistically Progress iteratively Observe directly Be transparent Collaborate Keep it simple

16 Complementary to Foundation ITIL FOUNDATION Provides a common language of IT Service Management (ITSM) Demonstrates the role and value of ITSM in an organisation Focuses on the end-to-end service lifecycle Answers the what and the why of ITSM Helps with the critical first step on your ITSM journey ITIL PRACTITIONER Provides guidance that is helpful for all roles in ITSM Focuses on ITSM improvements at any level in an organisation Addresses the key challenges of adopting and adapting ITIL Answers the how of ITSM Supports realising the full potential of ITIL to deliver value

17 Key points Targeted at people with knowledge of ITIL on Foundation level Complementary and additive to the existing qualifications 3 credits towards ITIL Expert (same as Intermediate Lifecycle) Draws on core library & Planning to Implement Service Management Helps to apply ITIL/ITSM principles more successfully and quicker Is fractal in nature, can be used at many different organisational levels, and supports an iterative approach

18 And there s more...

19 CPD Service Management Best Practice Academia

20 Thanks for AXELOS Google+ in linkedin.com/company/axelos-global-best-practice Copyright AXELOS Limited All rights reserved. Material is reproduced with the permission of AXELOS