ITIL® Weblog for Healthcheck-online.com

Today, in a discussion at my work,  I received a question from a manager wondering where the good old ITIL v2 Service Delivery processes were placed in the ITIL v3 process model. He was asking for the Service Delivery processes and where to find them. I thought I could share the answer with you all:

• Service Level Management moved to Service Design in ITILv3.
• Availability Management moved to Service Design in ITILv3.
• Capacity Management moved to Service Design in ITILv3.
• Financial Management for IT Services moved to Service Strategy in ITILv3.
• IT Business Continuity Management moved to Service Design in ITILv3.

Any more questions??

On LinkedIn I found this post of Mohamed about his V2 Service Manager Exam Study Plan. He sums up the steps he will take untill his exam in April next year, and he is asking for input.

What do you think? Are the steps enough to do his exam? What steps do fail?

For those who don’t have a LinkedIn account, here are the steps:

V2 Service Manager Exam – Study Plan
I want to review my study plan:

Stage.1:
understanding the whole process by reading the same chapter from each book then highlight my notes

Reading the OGC books:

• Planning & Implement service MGMT.
• Blue & Red

Course Material:

• HP Course Book

Stage.2:
Attending HP virtual Course (Rail) *** Please send me the link to purchase because I tried to go for the website and links are broken for virtual training.

Stage.3:
Recap all my highlights and build my own notes including integration scenario between each process and the other processes.

Stage.4:
Study my notes and write my flash cards.

For each stage I will do the two use case(especially CMJ) and try my self.

Stage.5:
Solve the 2 use cases from Exin as a simulation for the exam.

Please let me know your opinion in that.

I decide to sit for the exam by April.

Thanks in Advance!
Mohamed

Source: LinkedIn.com

Author: BestPracticeHelp

What is ITIL v3?

ITIL® stands for the IT Infrastructure Library. It emerged during the 1980’s in the UK as a set of high level processes for providing consistent, low risk IT service and IT service management to an organisation. The copyright is owned by the Office of Government Commerce [OGC (formerly known as CCTA)] and is covered in several publications from the British Standards Institution (BSI).

ITIL v2 was completely updated and released as ITIL v3 during May/June, 2007. Based on ITIL v2 Service Support and Service Delivery publications, ITIL v3 now comprises the following 5 publications:

• ITIL v3 Service Strategy
• ITIL v3 Service Design
• ITIL v3 Service Transition
• ITIL v3 Service Operation
• ITIL v3 Continual Service Improvement

All the above publications are available as a set of books and on CD. The latter may be purchased for stand alone or networked use. To purchase these books or CD sets, go to our bookshop and use the Amazon search box found in the right hand side; use the search criteria “books” and “ITIL Lifecycle”.

Additionally, you can view our free ITIL v3 YouTube video or test your ITIL v3 knowledge by trying your hand at our free ITIL v3 Quiz – just click the website link below.

ITIL v3 is designed around the concept of the Service Lifecycle – 5 phases – from Service Strategy through to Service Design, Transition and Operations with Continual Service Improvement ‘plugging into’ each of the main phases. All the original ITIL v2 processes remain within ITIL v3, however there are some minor changes. For example, Incident Management is now responsible for Major Incidents instead of Problem Management.

Naturally, new certification schemes have arisen to allow individuals to take examinations in ITIL v3. One may qualify at Foundation, Practitioner or Service Diploma levels. Those already qualified as ITIL v2 Service Managers (“Red Badge”) may take the ITIL Managers Bridging examination to become ITIL v3 Diploma certified.

ITIL v3 Take Up

At the time of writing – late 2008 – very few organisations are making to leap to implement or upgrade to ITIL v3. There are many reasons for this:

1. The current economic crisis (lack of finances available)
2. Lack of appetite
3. Lack of current process maturity (ITIL v2)
4. Internal politics (culture)
5. Lack of ability/expertise in the market.

Visit http://www.bestpracticehelp.com for totally free ITIL forum, articles, jobs, market rates, online quizzes, downloads, video presentations and more about ITIL v2, ITIL v3, COBIT, TOGAF, PRINCE2, MSP, Six Sigma, MOF and much more. No sign up or registration required.

About the Author:

Visit http://www.bestpracticehelp.com for totally free ITIL forum, articles, jobs, market rates, online quizzes, downloads, video presentations and more about ITIL v2, ITIL v3, COBIT, TOGAF, PRINCE2, MSP, Six Sigma, MOF and much more. No sign up or registration required.

Article Source: ArticlesBase.com – What is Itil V3

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Vandaag heb ik het boek “Handboek ITIL implementeren, de menselijke methode” toegevoegd aan de bibliotheek van The ITIL Weblog. De reden dat ik dit boek heb toegevoegd aan de bibliotheek is toegankelijke schrijfwijze in dit boek. Ook geeft het boek op een heldere wijze weer hoe een ITIL implementatie doorgevoerd kan worden in organisaties.

Het boek is uniek, alleen al door de wijze waarop het tot stand is gekomen. Een veelvoud van auteurs heeft zich over het boek gebogen.

Kijk rustig op de website van Bol.com in het inkijk exemplaar en zie hoe de klanten het boek beoordelen. Ik ben nieuwsgierig wat je van het boek vindt. Laar gerust een reactie achter op deze site.

Handboek ITIL implementeren
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Reacties over dit boek:

Zeer interessant en bruikbaar boek over veranderingen in een grote organisatie. Zéér makkelijk leesbaar en toepasbaar. Herkenbare en complexe problematiek teruggebracht tot de kern, en handvatten biedend voor een mogelijke oplossingsrichting. Een aanrader voor een ieder die worstelt met het doorvoeren van wijzigingen, te maken heeft met collega’s die niet “mee” kunnen of willen veranderen, management dat zich niet verbonden voelt met dergelijke trajecten… Theorie wordt op een prettige manier afgewisseld met Praktijkjournaals en persoonlijke anekdotes en visies op gebeurtenissen, waardoor je je als lezer verbonden voelt met het team, de methodiek en het resultaat.

Eindelijk een praktijkboek! Leest heel makkelijk en eindelijk een boek dat niet alleen een goede methode beschrijft maar ook de praktijkervaringen die daar bij horen! Een echte aanrader. Ik ga er zeker mee aan de slag in ons bedrijf.

ITIL gaat dus over mensen!De schrijvers van dit boek laten zien waar wij hier al jaren tegen aan lopen: Je moet gewoon luisteren naar de mensen op de vloer en zorgen dat zij betrokken zijn en blijven.

Beschrijving van het boek:

ITIL is de marktstandaard voor de inrichting van een ICT-Servicemanagement organisatie. Het is een set van modellen, concepten en processen die samen een krachtig referentiekader bieden voor het inrichten en verbeteren van ICT-processen in elke organisatie. Ondanks deze brede toepasbaarheid kent ITIL één groot probleem; het bevat zelf geen implementatiemethode. Veel ITIL-implementaties lopen dan ook vast in langdurige en kostbare projecten, waarin managers en medewerkers de greep op de doelen en resultaten kwijtraken.

Dit is het eerste handboek dat zich volledig richt op het implementeren van ITIL. De implementatie is gebaseerd op de I-CUBED-methode. Met I-CUBED worden stapsgewijs krachtige principes uit het vakgebied van verandermanagement toegepast bij het implementeren van ITIL. Hierdoor worden ITIL-procesmodellen daadwerkelijk tot uitvoering gebracht tot op het diepste organisatorische niveau; in de operationele teams. De I-CUBED-methode bestaat uit een drietal fases.

Allereerst wordt de meest effectieve implementatiestrategie gebouwd, gebaseerd op inzicht in een aantal fundamentele ITIL implementatiedilemma’s. Vervolgens wordt de inrichting van de aanpak bepaald die de uitvoering van de implementatie mogelijk maakt. Ten slotte wordt in acht stappen de uitvoering van de implementatie beschreven.

Naast de beschrijving van de methode laat dit handboek ook de kracht en effectiviteit van de methode zien in de praktijk. Daarvoor is een uitgebreide beschrijving opgenomen waarin dit handboek is toegepast in het hart van een toonaangevende ICT-dienstverlener: Getronics PinkRoccade. Aan elk hoofdstuk is een levendig praktijkjournaal toegevoegd, waarin de hoofdrolspelers zelf aan het woord komen. Dit geeft niet alleen een heldere vertaling van de methode naar de praktijk, maar vooral ook een beeld van het effect dat een implementatieproces op de mensen in de organisatie heeft. Zij zijn het immers die het veranderproces moeten vormgeven, uitvoeren, én tegelijkertijd de veranderingen moeten ondergaan. Dit maakt dit handboek tot een onmisbaar hulpmiddel voor iedereen die betrokken is bij ICT-Servicemanagement, of de implementatie en resultaten van ITIL in de eigen organisatie.

Het Handboek ITIL implementeren is geschreven door een schrijverscollectief waarin deskundigen met een ruime ervaring op het gebied van organisatieverandering, ITIL en ICT-Servicemanagement intensief hebben samengewerkt.

• René Verweijmeren (MCM) is zelfstandig organisatieadviseur gespecialiseerd in organisatieverandering.
• Marc Hendriks (Dr.) is als GZ-psycholoog werkzaam in de gezondheidszorg en is daarnaast universitair docent neuro- en revalidatiepsychologie aan de Radboud Universiteit van Nijmegen.
• Jeroen Jacobs (Ba. ICT) (ITIL v3 expert degree) is procesmanager en service management consultant bij Getronics.
• Luc Timmers, voormalig directeur en is momenteel zelfstandige. Luc vervult regelmatig intrim directie functies.
• Mathijs Valk is proces manager bij Getronics.
• Hans van Eldijk manager van een proces afdeling bij Getronics.
• Caspar Looijaard (Drs.) is zelfstandig organisatieadviseur en interim manager in met name de financiële sector.

Handboek ITIL implementeren
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On LinkedIn.com I read a post about a contest for winning a ITIL course (in the group: ITIL v2 / v3 Service Management (ITSM) and ISO 20000 (10000+)) . People who want to win a FREE ITIL course had to explain why they want to win the course. I used these comments to make this article about: Top reasons to do the ITIL Expert Capability Course.

• …my company is thinking about re-organizing its IT around ITIL methodology, my ITIL Foundation certification, combined with ITIL Expert Capability training course, would help me in being part of the team leading this change within my company.
• … it will underpin my years of expertise as a service management practitioner.
• …it will help me bridging the gap between the 2 versions, and being able to use this new knowledge inside my company.

Have you done this course? Let us know and explain why you did this course! You help others making a decision for the right course….

On LinkedIn.com I read a post about a contest for winning a ITIL course (in the group: ITIL v2 / v3 Service Management (ITSM) and ISO 20000 (10000+)) . People who want to win a FREE ITIL course had to explain why they want to win the course. I used these comments to make this article about: Top reasons to do the ITIL Expert Lifecycle Course.

• …I will use this training to provide better solutions based on the ITIL Framework and display the benefits of the ITIL lifecycle when designing, building and supporting business and technical services for the organization.I believe this training will take me to the next step in implementing best practices.
• …formal training will help me ‘join the dots’ so that my designs and implementations are consistently stronger in terms of compliance and flexibility.

Have you done this course? Let us know and explain why you did this course! You help others making a decision for the right course….

On LinkedIn.com I read a post about a contest for winning a ITIL course (in the group: ITIL v2 / v3 Service Management (ITSM) and ISO 20000 (10000+)) . People who want to win a FREE ITIL course had to explain why they want to win the course. I used these comments to make this article about: Top reasons to do the ITIL Lifecycle Intermediate Course.

• …it would help me gaining specialized knowledge that would be beneficial in my daily work when managing the IT services and infrastructure;
• …I have found it to be very valuable in defining responsibilities and roles, which then apply in improving processes by shortening service times and increasing quality. This would hopefully increase my efficiency in this area!
• …My quest in ITIL is quite new (so far), but I see there potential that should be used in many fields.
• I work in a government environment that is working to implement ITIL practices. This knowledge would allow me to provide guidance and help them achieve greater benefits and cost savings sooner through the implementation of ITIL. Thanks
• …this will improve my career & organization Service mgt process capabilities.
• …wishing to branch into more specialised IT Project / Programme management and wish to investigate as a source standard for my new company to take into business.

Have you done this course? Let us know and explain why you did this course! You help others making a decision for the right course….

On LinkedIn.com I read a post about a contest for winning a ITIL course (in the group: ITIL v2 / v3 Service Management (ITSM) and ISO 20000 (10000+)) . People who want to win a FREE ITIL course had to explain why they want to win the course. I used these comments to make this article about: Top reasons to do the ITIL Capability Intermediate course.

• …it will help me in my role as Process Designer for the Incident and Problem Management processes and future integration of these process with other ITIL processes;
• …it will benefit me and my organization as we continue to adopt the ITIL framework and move forward to achieve the goal of reaching greater maturity in our processes.  This course will give me greater understanding with how to partner with the business to achieve usable SLA’s and define what our key indicators are to know measure our service delivery.
• …I need a further understanding of the benefits it can bring, and understand the whole life-cycle and implications.
• …my company is implementing ITIL and I’m the project leader for the Helpdesk Group. I think that, combined with my previous experience with ITIL Foundations, I can help the organization in implementation.

Have you done this course? Let us know and explain why you did this course! You help others making a decision for the right course….