Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
2011
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Where we are now and how we got there The ITIL 2011 refresh The major changes to the core books Discussion and questions
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The revised core books were published on the 29th July 2011 Its business as usual
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Out of scope:
New concepts Changes that would invalidate the current adoption of ITIL
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Project mentors
Project authors
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Authors
David Cannon Lou Hunnebeck Stuart Rance Randy Steinberg Vernon Lloyd Anthony Orr
Mentor
David Wheeldon Colin Rudd Colin Rudd Colin Rudd David Wheeldon Shirley Lacy Shirley Lacy Ashley Hanna
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Standardise
Terms and definitions Concepts Diagrams (with text) Interfaces
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Service strategy
David Canon
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Agenda
Why is IT managed as a service? Customers and value
Are all customers the same? Is all value the same? How should value be measured? Can a customer ever be wrong?
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Strategy
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Strategy
+
Plans Deferred Plans
Patterns
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Customers
Different types of customer:
Internal:
Same business objectives IT is involved in their decision-making We work together to achieve common outcomes
External:
Different business objectives IT is involved in understanding their requirements We enable their outcomes so that we keep their business
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Definition of service
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
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Value
Money spent Value realized
Value added
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Value realized
External Customer
External Customer
Business Unit
Business Unit
Value added
IT Unit IT Unit
Money spent
IT Unit IT Unit
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Outcome
Customer
Outcome
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Business investment
Business value
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Manufacturing
Service strategy
Technology strategy
Product strategy
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CMS
Customer Customer Agreement agreement Portfolio portfolio
Customer portfolio
Application portfolio
Project portfolio
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Other processes
Demand management
Understanding the customers demand for services Ensuring Service Providers ability to supply services that meet the demand
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