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Copy of ITIL

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by

Andrew Wedding

on 13 March 2013

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Transcript of Copy of ITIL

IT Service Management
Roadmap What is our Strategy “Cursos Online Fundamentos de ITIL” ¡GRACIAS POR SU ATENCIÓN! By leveraging the following key investments being made as part of Future Ready IT:
IT Network Transformation Project
IT Service Desk Transition Project
Enterprise Compute Program

We will deliver the following... Las organizaciones tienen claramente identificadas las expectativas de los clientes pues definen cual es el nivel de calidad que son capaces de entregar y pueden identificar como mejorar la calidad reduciendo errores y mejoras de trabajo. El ITIL v3 maneja una estructura y definición de cada proceso, proporciona guías para los procesos, muestra la inclusión de metodologías para soportar la gestión de servicios To deliver a Service framework that supports transparency of Service cost, Service consumption and Service value to Australia Post Pertenece a la OGC (Office of Government Commerce), pero es de libre utilización.

La estructura base ha demostrado ser útil para las organizaciones en todos los sectores IT Network Transformation Project The first instance of a technology catalogue which is self-serve and includes all existing organsational spend approval controls.
The most comprehensive vendor procedures manual for the largest value contract in recent times within Australia Post IT.
The first substantive "managed services" framework and governance structure in recent times within Australia Post IT.
Full "book to bill" traceability of purchase, fulfillment, billing for third party services within one of the largest BAU contracts Australia Post IT has.
A raft of next generation service performance reporting for telecommunications. IT Service Desk Transition Migrated off (and decommissioned) an unsupported legacy Remedy system onto the SaaS-delivered Service Now platform.
Delivered a simpler, better web-based IT Self Service Portal.
Migrated three Level 1 Service Desks onto the new Service Now platform (RNCS, ePOS, IT)
Greater than 60% reduction in support queues. Enterprise Compute Program Migrate off (and decommission) the legacy InfraActive toolset onto the SaaS based Service Now Platform.
All work for IT Support teams now appear on their "My Work" dashboard improving productivity and tansparency. Introducción a ITIL En este capitulo se vera la historia y orígenes de ITIL, sus objetivos, participantes clave en el desarrollo de ITIL, y ajustes estratégicos de ITIL así como los beneficios y valor que trae ITIL a una organización proveedora de servicios de tecnologías de la información. Antecedentes de ITIL ITIL significa Information Technology Infrastructure Library, el cual es un compendio de libros para las mejores practicas para la entrega de y soporte de servicios de Tecnologías de información.
Esta biblioteca es pública pero no gratuita, esta disponible al público por la compañía Office of Government Commerce (OGC) del Reino Unido. Este modelo de servicios ha sido probado en diversas organizaciones y países.

Existe una organización internacional de usuarios llamada IT Service Management Forum, la cual ayuda a los usuarios a compartir experiencias en el foro y generar aportaciones para la mejora de la biblioteca. ITIL apoya la búsqueda del incremento de las ganancias a través de la eficiencia operativa, alcanzándola con procesos estandarizados y optimizados logrando con estos los mismos resultados o bien identificando a tiempo fallas en los procesos para poder rectificar y alcanzar los resultados esperados. Our three year horizon... What are we going to deliver? Spark (cc) image by nuonsolarteam on Flickr Se enfoca en generar valor al cliente y al negocio Es el encargado de certificar en ITIL y el encargado del desarrollo del contenido AppGroup Es la agencia del Reino Unido en representación de La Corona ,TSO es quien provee las relaciones comerciales y el contenido en línea OGC TSO Es quien provee las relaciones comerciales y el contenido en línea ITSF Una internacional sin fines de lucro donde se organizan los trabajadores de ITIL Time-to-Market
Reducir tiempos de generación de servicios y productos, acelerar y controlar diseño y transición de los mismos.

Incremento en la Productividad de los Procesos de Negocio
Al entregar servicios de Tecnologías de Información bien diseñados, construidos y operados de la manera adecuada, cumplir con los requerimientos del negocio, fallas mínimas y, si se presentará, corregirlas en el menor tiempo posible.

Ventaja Competitiva a través de Innovación y Creatividad
Considerar a las Tecnologías de la Información como una organización estratégica para el negocio, se considera una ventaja competitiva para el desarrollo de la empresa al hacer los procesos de negocio más eficientes efectivos e innovadores. "Objetivos de ITIL" ITIL no es: •Reducción de Costos.

•Reducir la dependencia en consultores y contratistas externos.

•Reducir el riesgo de errores.

•Mejorar la capacidad para gestionar y competir con proveedores externos. No es Prescriptivo: No manda a realizar ciertas actividades, o que procesos ejecutar solo da recomendaciones sobre la mejor forma de llevar a cabo prácticas para dar resultados específicos.

No es Propietario: ITIL no recomienda tecnología, herramientas o plataformas en especial para ejecutar las prácticas por lo tanto no es propietario. IT Service Management, delivered by the SI&O team has been structured to separate the "Build" and the "Run" components to ensure that we do not lose focus on "Running IT really well".

Service Engagement & Enablement - Andrew Wedding
Service Management - Margaret Jones Service Engagement Service Design Service Transtion Work with IT & business stakeholders to ensure that IT Service costs are transparent.
Manage the IT Service Pipeline. Own the IT Service Portfolio.
Liaise with business stakeholders during Major Incidents (24x7).
Establish requirements for requested IT Services and work with Service Design & Transition teams to Implement. Ensure consistent & effective design of new and changed IT Services.

Ensure IT Services provide cost variability and transparency.

Ensure IT Services have tangible & measurable performance metrics.

Ensure IT Services meet all Information Security requirements.Manage build / configuration of ITSM toolsets to support new and changed IT Services. Facilitate Production Acceptance of new and changed IT Services.
Ensure that IT Operational & Support teams have all the information they need to effectively manage & support IT Services.
Represent introduction of new IT Services at CAB.
Develop and own the Service Transition Process. Service Engagement & Enablement Financial Year 2014 Financial Year 2013 Financial Year 2015 FY2013 is our FOUNDATION YEAR. This is where we will build the right teams, tools and re-align our Service Support processes.

Bring the IT Service Desk back on-premise
IT Service Desk function supported by Service Now
Put in place the foundations of a Service Request Catalogue
Socialise End User Cost Transparency concepts
Improve Software Asset & License Management
Leverage Service Now investment for Change & Configuration Management FY2014 is our YEAR OF SERVICE. This is where we leverage off the foundations that were laid in the previous year to drive a real focus on Service.
Develop Service Desk strategy
Leverage Automation toolsets to drive efficiency
Expand use of Service request catalogueRemove Event Management from Service NowBegin Service Level Management foundations FY2015 is our YEAR OF SERVICE EXCELLENCE. This is where we turn the Service Request Catalogue into a true Business Service Catalogue. Service Management Office Service Desk Change, Configuration &
Service Request Incident & Problem Management Process design & governance
Continuous Improvement
Knowledge Management
ITSM Tool Management
Service Management Reporting
Service Catalogue Administration
Service Level Governance Provide retail network support & monitoring.
Monitoring of electronic extraction of data..
Database recoveries.
Assist technicians remotely.
2nd Level support for Shared Services and SAP Services.
Distribution of software.
First call resolution of standard desktop software.
Password resets.
Manage priority 1 incident escalations.
Provide Access & Identity Management solutions Ownership of the Incident & Problem Management process.
Develop and maintain process, procedures and systems.
Drive and monitor efficiency and effectiveness of the processes.
Manage Major incidents.
Own the e2e problem lifecycle.
Manage known error records. Ownership of the Change & Service Request Management processes.
Develop, manage and maintain the processes, procedures & systems.
Govern all changes include the associated risk assessment.
Ownership of the Service Request Catalogue.
Convene the Change Advisory Board.
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