ITIL Introduction and detailed Overview Part II

1. Information Technology Infrastructure Library
Created by
Saqib Javed John
PMP, ACP, ITIL v3F, SCJP, SCWCD
ITIL
Part II

2. ITIL – Service Design
Aspects of Design
o Technology
o Processes
o Solution
o Management
o Measurement
o Methods & Metrics
Constraints of Design
o Warranty
o Utility
o Resources
o Capabilities
o Contractual
o Pricing
o Standards and Regulations
o Values and Ethics
o Copyright
o Patent and Trademarks

3. ITIL – Portfolio Management
Portfolio Methods
o Define
o Approve
o Analyze
o Charter
Portfolio Service Groups
o Pipeline
o Catalog
o Retired
Balancing Portfolio
o Run Business
o Transform Business
o Grow Business

4. ITIL - Capacity Management
Components of Capacity Management
o Demand
o Resource
o Service
o Component
o Threshold

5. ITIL - Availability Management
Aspects of Availability Management
o Reliability
o Maintainability
o Serviceability

6. ITIL – Financial Management
Costing Units
o Organization
o Equipment
o Transfer
o Accommodation
o Software

7. ITIL - Change Management
7R’s of Change
Management
o Raised
o Reason
o Return
o Risk
o Resources
o Relationship
o Responsible
7 Steps of Change
Management
o People
o Processes
o Product
o Partners
Types of Changes: Normal, Standard, Emergency

8. ITIL – Configuration Management
Characteristics of Configuration Item (CI)
o Category
o Attributes
o Relationship
o Status

9. ITIL - Security Management
Elements of Security
Framework
o Plan
o Implement
o Control
o Maintain
o Evaluate
Basic Qualities of
Information Asset
o Confidentiality
o Integrity
o Availability
o Authenticity
o Non-Repudiation

10. ITIL – Service Desk
Configuration of Service Desk
o Local
o Virtual
o Centralized
o Follow-the-Sun

11. ITIL – Continuous Service Improvement
Types of Measurements
o Preventive
o Corrective
o Detective
o Reductive
o Repressive
Purpose of Measurements
o To Justify
o To Direct
o To Intervene
o To Valuate
CSI provides guidance on improvement and measurement of processes and services

12. ITIL - V and Kano Models
V Model
1. Review
2. Acceptance
3. Operational
4. Testing
5. Release
Kano Model Factors
1. Basic factors
2. Excitement factors
3. Performance factors

13. ITIIL - 4Ps of Strategy & Design
4Ps of Service Strategy
o Perspective
o Position
o Plan
o pattern
4Ps of Service Design
o People
o Processes
o Product
o Partners

14. ITIL – Business Models
oIn-Sourcing
oCo-Sourcing
oMulti-Sourcing
oOut-Sourcing
oBusiness Processes Out-Sourcing
oKnowledge Processes Out-Sourcing

15. Thanks….
Created by
Saqib Javed John
M.Sc. CS, PMI-PMP, PMI-ACP, ITIL F V3, SCJP, SCWCD
Email: saqib.jav@gmail.com
Skype: saqibjohn76
LinkedIn: pk.linkedin.com/pub/saqib-javed-john/b/125/1b1