ITIL® Foundation certificate in IT Service Management is for candidates wanting to understand how ITIL® framework can help them deliver IT services effectively and efficiently to the customers. To gain a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization. Benefits: Certification in ITIL® has helped many move up in their career- from Technical to getting into Management level. It also has opened opportunities in the areas of training, consultancy and has greatly helped understanding the customer requirement to deliver IT services effectively and efficiently.

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View ITIL Foundation course details at www.edureka.co
ITIL® - master the art of implementing IT service
management
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At the end of this session, you will be able to understand:
 Context Setting
 What is ITIL and ITSM
 ITIL V3 Foundation to Expert Roadmap
 Career Opportunities and ITSM Landscape
 Edureka Training Program & Schedule
 Questions and Answers
Objectives

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What is Service Management

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Infrastructure Management
Server Provisioning
Network Management
Virtual Environment Management
Security
Server Management
Storage Management
Monitoring, Alerting and Notifications

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Organizational Need

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What is ITIL ?
 IT Infrastructure Library
 Best Practice Framework
 Evolved from V1 to V3
 Focused on delivering superior customer service using streamlined processes
 Adopted widely across all Industries

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ITIL V3 Core Volumes
 Best Practice Framework
 Developed by OGC
 Currently running ITIL V3 2011
 5 Core Volumes
Exam – ITIL V3 Foundation
 ITIL V3 Intermediate
 ITIL V3 Expert
 ITIL V3 Master

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What are the ITIL Processes?
Service
Strategy
 Demand m.
 Financial m.
 Strategy Generation
 Service Portfolio
Management
Service Design
 Service Catalogue
m.
 Service Level m.
 Capacity m.
 Availability m.
 Service Continuity
m.
 Information
Security m.
 Supplier m.
Service
Transmission
 Knowledge m.
 Change m.
 Asset and
Configuration m.
 Release and
Deployment m.
 Transition Planning
and Support
 Service Validation
and Testing
 Evaluation
Continual Service
Improvement
 Service Measurement
 Service Reporting
 Service Improvements
Service
Operation
 Incident m.
 Problem m.
 Event m.
 Request Fulfillment
 Access m.
 Operation m.
 Service Desk
 Application
 Technical m.
 IT Operations

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What is ITSM
IT service management (ITSM) refers to the entirety of activities
 Directed by policies
 Organized and structured in processes and
 Supporting procedures
These activities are performed by an organization or part of an organization to plan, deliver, operate and control
IT services offered to customers
It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is
performed by the IT service provider through an appropriate mix of people, process and information technology

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ISO/IEC 20000

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4 P’s of Service Management
People
Process
Products
Partners

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ITSM Landscape

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IT Service Portfolio - Sample
Enterprise Computing
Services
• Server/OS Management
• Storage – SAN/NAS
• Database Management
• Mainframe Management
• Middleware
Management
• Data Center Services
Infrastructure Security
Services
• Managed Firewall
Service
• Managed IDS/IPS
Service
• Unified Threat
Management
• Log Management
• AAA/Identity
Management
• Antivirus/Anti-Spam
Network and
Convergence Services
• Managed WAN/LAN
• Managed VPN Service
• VOIP Management
• Wireless
• Traffic/Bandwidth
• Performance
Management
End-User Computing
Services
• Remote Desktop
Management
• Desk Side Support
• Remote Desktop
Management
• Managed Exchanged
Service
• Managed AD Service
• IT Help Desk Service
ITIL – Based Managed Services
IT IS Service Portfolio
ManagedServices

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Sample Org Structure

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How is Certification Organized?

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Current Scheme of Certification

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Capability Streams
RCV OSA SOA PPO
 Change Management
 Release & Deployment
Management
 Service Validation and
Testing
 Service Asset &
Configuration
Management
 Knowledge
Management
 Request fulfillment
 Service Evaluation
 Event Management
 Incident Management
 Request Fulfillment
 Problem Management
 Access Management
 Service Desk
 Technical Management
 IT Operations
Management
 Application Management
 Service Portfolio
Management
 Service Catalogue
Management
 Service Level
Management
 Demand Management
 Supplier Management
 Financial Management
 Capacity Management
 Availability
Management
 IT Service Security
Management
 Information Security
Management
 Demand Management
 Challenges, Critical
Success Factors and
Risks

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What do you opt?
Capability Stream [V2 Practitioner Course] Lifecycle [Service Manager]
Emphasize on process relationship, RACI and
implementation consideration
Focuses on executing and implementing a complete
stage of Service Lifecycle
More prescriptive and deep dive includes inputs,
activities, concepts, metrics and output
meant for those that work “in” the processes and
are responsible in carrying out the daily activities

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Job Opportunities
 Process Owner
 Process Manger
 Process Consultant
 Tools Consultant
 Solution Architect
 Technical Writers
 Support Staff (FLS, SLS, TLS)
 Service Manager
 Service Owner
 Vendor Liaison

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What Matters?
Qualification and Experience
Business and
Professional
KNOW HOW??
Personal Skills
KNOW WHAT??
Network and
Contacts
KNOW WHO??
Attitude and Value
PERSONAL

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Community Building
itSMF USA ISO/IEC 20000
Special Interest Group
Back2ITSM – Facebook group
Groups and ITSM Profile updates

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 Module 1
» Service Management as Practice
 Module 2
» Service Strategy
 Module 3
» Service Design
Course Topics
 Module 4
» Service Transition
 Module 5
» Service Operation
 Module 6
» Continual Service Improvement

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LIVE Online Class
Class Recording in LMS
24/7 Post Class Support
Module Wise Quiz
Project Work
Verifiable Certificate
How it Works

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