The Information Revolution is transforming the nature of business. The ITIL® framework has become the most widely accepted approach to managing IT service quality and costs in a context of ever changing business requirements and increasing expectations. Adopted and adapted by organisations of all sizes and sectors around the world, ITIL has become the de facto standard for IT Service Management. Mark Flynn will explain the nature of the ITIL material and qualifications - ITIL origins and credentials, scope, key concepts and the benefits, costs and risks of adopting an ITIL approach. For the ITIL experienced in the audience, this will be a useful introduction ITIL V3 which was launched earlier this year. Attendees can expect an informative, engaging and enjoyable presentation. Mark Flynn, founder of ITIL Consultancy organisation, Felix Maldo Ltd, has spent 21 years in the IT industry. Since 1993, he has operated exclusively in the ITIL arena, as a practitioner, trainer and consultant. He has delivered ITIL events on clients’ sites throughout the UK, Europe USA and the Far East. He is a regular presenter at professional seminars sand conferences. ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

1. ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Office of Government Commerce ITIL® V3 Overview Mark Flynn Director Felix Maldo Ltd

6. Key Organisations Copyright owners licence Examining Bodies Accreditation of : Training Organisations Materials Trainers Community Forum Source of Best Practice knowledge and expertise World-wide promotion of Best Practice practices Primary Accreditation Body The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom ® ISO 20000

7. V2 in place since 2000 Foundation, Practitioner and Manager level courses and qualfications “ ITIL” has been synonymous with Service Support & Service Delivery V2 to V3 Service Desk Incident Problem Change Configuration Release Service Level Availability Capacity Financial Continuity

8. Core processes refreshed and updated but still largely intact V3 material published Spring 2007 ITIL now maps to IT Service Lifecycle Examination structure covering entire lifecycle Qualification’s now lead to the ITIL “diploma” scheme V2 to V3 Design Strategy Transition Operation Continual Improvement The Business Perspective ICT Infrastructure Management Planning to Implement Service Management Application Management Service Management Service Support Service Delivery Security Management

9. The Service Lifecycle Service Model Service Design Package Operational Service Requests for Change Continual Improvement Design Strategy Transition Operation Market Spaces

12. Service Design- Processes Service Level Mgt Agreeing and documenting business focused SLA Delivering Customer satisfaction against SLA Ownership of Service Improvement Plan Availability Management Involved in solution design Presents options and costs Responsible for specific aspect of service quality Capacity Management Involved in solution design Presents options and costs Responsible for specific aspect of service quality IT Service Continuity Mgt Works within BCM Identifies, quantifies risk Proposes, implements costed options Maintains operational preparedness Supplier Management Supports SLM : Identifying and selecting partners Manages Contracts Database Manages partner performance Information Security Mgt Defines and enforces IT Security Policy Ensures compliance Monitors and manages security risks and incidents Maintains awareness

13. Models of Change “ Change alone is unchanging” Heraclitus Fear of the unknown Loss of Influence Fear of failure Disagree with/don’t feel the need for change No understanding of WIIFM Too busy Change Fatigue Rosabeth Moss Kanter: 10 Reasons why people would resist change Plan Do Check Act Deming Cycle What is the vision? Where are we now? Where do we want to be? How will we get there? How will we know we’re there? The CSI Model Where do we want to go next?

15. V3 Qualifications

16. V3 Foundation Managing across the Lifecycle ITIL Diploma Capability Stream Qualification Structure Lifecycle Stream 2 pts 3 pts 4 pts 5 pts V2 Bridging Events Planning, Protection & Optimisation Service Offerings & Agreements Release Control & Validation Operational Support & Analysis

18. ITIL® v3 Foundation Certificate in Service Management Date: Tues 29th Jan 08 (9:30am – 4:30pm) Duration: 3 days (29th, 30th and 31st Jan 08) Location: Liverpool Digital Cost: Full Merit Member: £745 + VAT (with SkillWorks funding: £372.50 + VAT) Associate Member: £795 + VAT (with SkillWorks funding: £397.50 + VAT)

19. Thank You! Any Questions? [email_address] 07983 548 447 www.felixmaldo.co.uk ITIL® V3 Overview