ITIL : Professional Education Training. Innovative solutions for modern businesses.

Transcription

1 ITIL : 2011 Professional Education Training Innovative solutions for modern businesses

2 The ITIL Service Lifecycle ITIL (IT INFRASTRUCTURE LIBRARY) is a best practice framework for IT Service Management. It is owned and operated by the UK Government and was first published in the mid-1980 s. Various updates occurred throughout the 1990 s but the framework remained largely within the public sector. In 2000 an updated version was published (v2) and was quickly recognised as relevant for ICT departments in all industry sectors. ITIL gained in popularity on a global scale and in 2007 a new version, recognising the lifecycle of IT services, was published as v3. This also saw a move towards content development and management by an independent group of technology practitioners, represented globally and from diverse industry sectors; this groups is the IT Service Management Forum (itsmf). The current version of ITIL was released in 2011 and along with minor amendments and updates the naming convention changed to ITIL: SERVICE TRANSITION focuses on the stability of the live environments and can be seen as the When? and Who? of the lifecycle. When should we transition into live? Who will be involved in the deployment? Who will be affected by the new/amended service? SERVICE OPERATION focuses on day-to-day delivery of IT Services; it can be seen as the engine room of IT and very much the What? of the service lifecycle. What performance levels do we need to deliver? What activities need to be done to keep services live and healthy? What if something goes wrong or a user needs help? CONTINUAL SERVICE IMPROVEMENT focuses on all activities in the lifecycle to ensure we have a continual review and improvement culture. It can be seen as the Where? of the service lifecycle. Where do we see lifecycle difficulties? Where are we against our strategy? Where can we make improvements? ITIL REPRESENTS NEARLY 3 DECADES OF COLLECTIVE GLOBAL EXPERIENCE, KNOWLEDGE AND EXPERTISE; AS SUCH IT IS NOW RECOGNISED AS THE WORLD-WIDE DE- FACTO STANDARD FOR IT SERVICE MANAGEMENT. The ITIL: 2011 Service Lifecycle is often shown in a cyclical diagram with five distinct phases that represent the stages in the lifecycle. SERVICE STRATEGY focuses on the thinking processes and can be seen as the Why? of the lifecycle. Why is this IT organisation here? Why should these customers/users buy our services? Why do our services meet their needs? Each phase contains a set of closely related processes that unify and enhance phase activity to support the required organisational outcomes. ITIL describes processes, procedures, tasks, and checklists which are not organisation-specific, but can be applied by an organisation for establishing integration with the organisation s strategy, delivering value, and maintaining a minimum level of competency. It allows the organisation to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure on-going improvement for organisations of all sizes and types. SERVICE DESIGN focuses on the holistic design of services and performance, often seen as the How? of the lifecycle. How should we design our services? How will it fit into our existing architectures? How will we resource the build, deployment and management? How will it meet our customer s needs? ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited. 2

3 Your improvement partner PROFESSIONAL EDUCATION Syzygal delivers class-room based professional training services and innovative e-learning solutions. All our training solutions are based on Industry recognised best practices and include formal certification. CONSULTING SERVICES Syzygal consultants have a wealth of experience working in all types of organisations; public, private and government institutions. Our team are qualified, knowledgeable and have practical ability with global experience. IT Service Management Implementation and management of quality information technology services that meet the needs of the business, through an appropriate mix of people, process and information technology. Enterprise Governance Focusing on the performance and risk management of information technology systems and supporting greater accountability in decision-making for the best interest of all stakeholders. Project Management Controlled planning, organisation and motivation of resources over a fixed time to achieve specific project goals and objectives; typically to bring about beneficial change or added value. IT Security Management The protection of information and information infrastructure assets against the risks of loss, misuse, disclosure or damage; providing controls organisations need to manage these risks. 3

4 What are the benefits of ITIL? Many organisations question how ITIL can practically help to improve efficiency and deliver real value. The following are some real life examples of ITIL benefits: One organisation identified that most of the cost of delivering IT support came from resolving customer issues. By adopting ITIL approaches to knowledgebased information and self-help, it was able to reduce costs of support by over 75% whilst increasing user satisfaction, and improving user productivity. Another medium-sized IT service organisation invested 2.6m in a two-year programme to improve its IT service management. It recouped the investment within the first year, and achieved annual savings of 3.5m mainly through rationalising unused and underused resources. It also reduced IT incident resolution times and improved user satisfaction by over 11%. From a business perspective, the adoption of ITIL practices by IT service providers ensures many benefits including: IT services which align better with business priorities and objectives, meaning that the business achieves more in terms of its strategic objectives Known and manageable IT costs, ensuring the business plans its finances better Increased business productivity, efficiency and effectiveness, because IT services are more reliable and work better for the business users Financial savings from improved resource management and reduced re-work More effective change management, enabling the business to keep pace with change and drive business change to its advantage Improved user and customer satisfaction with IT The IT Infrastructure Library ITIL (IT INFRASTRUCTURE LIBRARY) is a best practice framework for IT Service Management. It is owned and operated by the UK Government and was first published in the mid-1980 s. Various updates occurred throughout the 1990 s but the framework remained largely within the public sector. In 2000 an updated version was published (v2) and was quickly recognised as relevant for ICT departments in all industry sectors. ITIL gained in popularity on a global scale and in 2007 a new version, recognising the lifecycle of IT services, was published as v3. This also saw a move towards content development and management by an independent group of technology practitioners, represented globally and from diverse industry sectors; this groups is the IT Service Management Forum (itsmf). The current version of ITIL was released in 2011 and along with minor amendments and updates the naming convention changed to ITIL: Continual Serivce Improvement Service Operation Continual Serivce Improvement ITIL 2011 Service Strategy Service Transition Service Design Continual Serivce Improvement 4

5 Syzygal professional training helps career focused individuals differentiate themselves and build successful careers. The ITIL service lifecycle The ITIL: 2011 Service Lifecycle is often shown in a cyclical diagram with five distinct phases that represent the stages in the lifecycle. SERVICE STRATEGY focuses on the thinking processes and can be seen as the Why? of the lifecycle. Why is this IT organisation here? Why should these customers/users buy our services? Why do our services meet their needs? SERVICE DESIGN focuses on the holistic design of services and performance, often seen as the How? of the lifecycle. How should we design our services? How will it fit into our existing architectures? How will we resource the build, deployment and management? How will it meet our customer s needs? SERVICE TRANSITION focuses on the stability of the live environments and can be seen as the When? and Who? of the lifecycle. When should we transition into live? Who will be involved in the deployment? Who will be affected by the new/amended service? SERVICE OPERATION focuses on day-to-day delivery of IT Services; it can be seen as the engine room of IT and very much the What? of the service lifecycle. What performance levels do we need to deliver? What activities need to be done to keep services live and healthy? What if something goes wrong or a user needs help? CONTINUAL SERVICE IMPROVEMENT focuses on all activities in the lifecycle to ensure we have a continual review and improvement culture. It can be seen as the Where? of the service lifecycle. Where do we see lifecycle difficulties? Where are we against our strategy? Where can we make improvements? Viewing IT service in a lifecycle allows a more holistic and joined-up view of how IT Service Providers deliver value to their organisation and help them achieve their objectives. 5

6 The TACT approach Theory Delivering focused knowledge with innovative methods Testing Measurement and confirmation of learning through testing THEORY TEST Absorb Placing students in real-world scenarios with hands on scope TACT Consolidate Fun and interesting learning utilising interactive methods ABSORB CONSOLIDATE As part of doctoral research, Syzygal have developed a unique approach to developing and designing professional education courses and courseware. Rather than utilising tired and over-used methods such as working straight from a syllabus, Syzygal decided to research the key elements of effective learning. What we found was that although dynamic and flexible delivery methods were essential to the overall experience for students, it was the approach to content formulation and positioning that was critical to maximising learning up-take and knowledge retention. The THEORY of a subject is obviously critical to success, but ensuring it is positioned in contextual alignment is the pay-off. We then ensure students ABSORB the theory by placing them in real-world scenarios and role-plays, ensuring the theory connects to practical application. To support this we CONSOLIDATE the learning by using innovative games and exercises to further develop understanding and retention. Finally we ensure TESTING takes place throughout training events which prepares the student to take their formal certification. TACT is Syzygal s proprietary methodology for developing courses and courseware 6

7 Gaining recognition as a subject matter expert and moving your career forward begins with demonstrating your knowledge and expertise. Help and expert advice when you need it most The foundation of the Syzygal business model is the specialisation in the areas of IT Service Management, IT Security Management, Project Management and Enterprise Governance. Our focus is on supporting and communicating world-renowned, industry recognised frameworks and standards. In doing so we help our clients develop worldclass, business centric IT Services and business change environments. Placed world-wide, we provide innovative solutions helping your business deliver tangible and measurable improvements through direct consultancy or training and education products. Syzygal s primary business objectives and goals are to: Educate professionals in leading industry best practices Help our clients develop real knowledge and understanding in core business practices Support the practical implementation of that knowledge Ultimately help our clients improve their business practices Our approach is to accept and deliver only the highest quality in information content, materials and delivery of our courses. We believe that learning is better achieved by participation from the student rather than instruction by the lecturer. Taking this approach leads to a better overall experience for the training candidates and achieves a longer lasting knowledge transfer from the course. We employ only the best training resources and ensure they have applicable, real life experience in their specialist areas and industry standard frameworks and methodologies. 7

8 Professional Education Stand out from the crowd Syzygal Europe Kemp House London Syzygal Arabia Silicon Oasis Dubai