Itil Version 3 Paper

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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

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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

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4Ps in Service Management.

People p

Processes

Products/ Technology

Partners/ Suppliers

ITSM – Need and Concepts.

ITIL V3 Foundation training

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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