ITIL® Weblog for Healthcheck-online.com » ITIL v3 http://itil.healthcheck-online.com ITIL weblog about service delivery, service support and preparing for ITIL exams. Sat, 31 Dec 2011 15:10:49 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 Top Reasons to Do the ITIL Expert Lifecycle Course http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-expert-lifecycle-course/ http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-expert-lifecycle-course/#comments Sun, 30 Aug 2009 20:55:56 +0000 Rene http://itil.healthcheck-online.com/?p=502

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> 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….

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]]> http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-expert-lifecycle-course/feed/ 0 Top Reasons to Do the ITIL Lifecycle Intermediate Course http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-lifecycle-intermediate-course/ http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-lifecycle-intermediate-course/#comments Sun, 30 Aug 2009 20:54:21 +0000 Rene http://itil.healthcheck-online.com/?p=500

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> 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….

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]]> http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-lifecycle-intermediate-course/feed/ 0 Top Reasons to Do the ITIL Capability Intermediate Course http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-capability-intermediate-course/ http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-capability-intermediate-course/#comments Sun, 30 Aug 2009 20:52:07 +0000 Rene http://itil.healthcheck-online.com/?p=501

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> 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….

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]]> http://itil.healthcheck-online.com/2009/08/top-reasons-to-do-the-itil-capability-intermediate-course/feed/ 0 Event: Learn From The Chief Architect Of ITIL V3 (webcast) http://itil.healthcheck-online.com/2009/05/learn-from-the-chief-architect-of-itil-v3/ http://itil.healthcheck-online.com/2009/05/learn-from-the-chief-architect-of-itil-v3/#comments Fri, 29 May 2009 13:54:09 +0000 Rene http://itil.healthcheck-online.com/?p=477

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> Title: Learn From The Chief Architect Of ITIL V3
Location: Webcast by Sharon Taylor
Link out: Click here
Description: Learn From The Chief Architect Of ITIL V3, Changing Gear From Operation To Optimization: Essential Webcast!

Business And IT As One – Deliver Service Value To Your Organization Today!

Is your IT organization seen as a value driver or merely a utility? Most businesses today continue to:

  • Spend 70% of their IT budget on operations;
  • >85% of that is spent just trying to “keep the lights on”: maintaining and reacting to the current environment.

Business is counting on IT to not only power the business, but also to drive the business forward. Today’s imperative is that business and IT must be one, responding to increasing changes with market time agility.

Sharon Taylor, the Chief Architect of ITIL V3, will use this live webcast to discuss the imperative Service Value Management, driving today’s strategic IT Service Management initiatives:

  • A strategically focused IT Service Management solution will address the delivery of value-driven services through operational efficiency, service optimization and transformation with market time agility.
  • Services are not all created equal within an organization and Sharon will discuss the strategy to delivering service value within your organization from her experiences consulting with hundreds of global organizations.

Get the inside scoop on Service Value Management – register for this essential webcast today!

Date: 2009-06-30
Start Time: 10:00am EDT; 9:00am CDT; 7:00am PDT; 3:00pm BST
Duration: 60 minutes including live Q&A

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]]> http://itil.healthcheck-online.com/2009/05/learn-from-the-chief-architect-of-itil-v3/feed/ 0 New ITIL site by TSO: Best Practise Live http://itil.healthcheck-online.com/2009/05/new-itil-site-by-tso/ http://itil.healthcheck-online.com/2009/05/new-itil-site-by-tso/#comments Wed, 20 May 2009 09:08:33 +0000 Rene http://itil.healthcheck-online.com/?p=463

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> Today I received a message from Matt Miller from the 7C-Alliance. 

Hi René,

I found an interesting article and would like to share it with you. Being made aware of this has come about as a result of connections made with leading representatives of the TSO at the Service Desk show.

It would be great if you could post this on the ITIL Weblog!!

Matt

I agree with Matt. The Best Practise Live site is worth publicating on the ITIL Weblog. The site offers lot of information. Check out the site and tell us what you think of it.

Best Practice in ITIL – A New Initiative by the TSO

http://www.bestpracticelive.com/ | May 19, 2009 | 07:38 AM PDT

To access the new TSO site, check out the latest link at the bottom of 7C Alliance Links Page and click on the link for “Best Practice Live”. I look forward to receiving your feedback on this – which will be consolidated and passed back to the TSO.

As Matt is interested in comment about the Best Practise Live site, feel free to comment on this post (or at the site of 7C-Alliance). I’ll make sure that your comments will be delivered at Matt and TSO.

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]]> http://itil.healthcheck-online.com/2009/05/new-itil-site-by-tso/feed/ 1 Skills/Knowledge Improvement Programme of 7C Alliance http://itil.healthcheck-online.com/2009/04/skillsknowledge-improvement-programme-of-7c-alliance/ http://itil.healthcheck-online.com/2009/04/skillsknowledge-improvement-programme-of-7c-alliance/#comments Sat, 25 Apr 2009 21:27:04 +0000 Rene http://itil.healthcheck-online.com/?p=445

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> As part of it’s latest Skills/Knowledge Improvement Programme (SKIP) for its members,  7C Alliance (“7C”) is running an ITIL Study project that is independently researching the UK market to work out the best options for its members to get ITIL V3 Service Foundation certification using training that is fully accredited and accepted in the market, is conveniently timed to fit in with their contract work as well as priced fairly based on members being able to leverage their own and collective experience through a mix of group study, self-study and classroom training. 7C Alliance members are all independent IT professionals who work on contract in the United Kingdom, Europe or the Middle East.

As part of its research, 7C Alliance is seeking interest from new and existing members in receiving such training as well as discussing needs and market for it. Given the economic climate, 7C is also happy for this training to be available to any time poor, ITSM professionals who have limited free cash and no access to funding or sponsorship for training from an employer or professional institution.

To openly and freely discuss and compare yours with others’ need for this training as well as what is involved with it and who provides the training or who provides work based on it, then join the 7C Alliance Discussion Group on LinkedIn. Otherwise, to register interest in receiving this training and become an Associate Member of 7C Alliance, then visit the 7C Alliance Web-site.


The ITIL Weblog is proud to announce the cooperation with the 7C Alliance. 7C Alliance and the ITIL Weblog will present very interesting articles under the category: The Cutting Edge of ITIL. Sign up with the 7C Alliance if you are a contractor and looking for a cost efficient way to become an ITIL professional.

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]]> http://itil.healthcheck-online.com/2009/04/skillsknowledge-improvement-programme-of-7c-alliance/feed/ 0 ITIL V3 Core publications http://itil.healthcheck-online.com/2009/04/itil-v3-core-publications/ http://itil.healthcheck-online.com/2009/04/itil-v3-core-publications/#comments Sat, 04 Apr 2009 21:15:01 +0000 Rene http://itil.healthcheck-online.com/?p=314

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> ITIL Version 3 is all about IT Service Management. ITIL V3 contains the following core publications:

  • Service Strategy
    Service Strategy is about the identification of market opportunities for which services could be developed. This is done in order to meet a requirement on the part of customers. Output of the Service Strategy is a strategy for the design, implementation, maintenance and continual improvement of the service as an organizational capability and a strategic asset. Key areas of the Service Strategy volume are:

    • Service Portfolio Management;
    • Financial Management.
  • Service Design
    Service Design is about the activities that take place in order to develop the service strategy into a design document. This design document addresses all aspects of the proposed service, as well as the processes intended to support it. Key areas of the Service Design are:

    • Availability Management;
    • Capacity Management;
    • Continuity Management;
    • Security Management.
  • Service Transition
    Service Transition is about implementing the output of the service design activities and the creation of a production service or modification of an existing service. There is an area of overlap between Service Transition and Service Operation. Key areas of this volume are:

    • Change Management;
    • Release Management;
    • Configuration Management;
    • Service Knowledge Management.
  • Service Operation
    Service Operation is about the activities required to operate the services and maintain their functionality as defined in the Service Level Agreements with the customers. Key areas of this volume are:

    • Incident Management;
    • Problem Management;
    • Request Fulfilment.

    A new process added to this area is Event Management, which is concerned with normal and exception condition events. Events have been defined into three categories:

    • Informational events — which are logged;
    • Warning events — also called alerts, where an event exceeds a specified threshold;
    • Critical events — which typically will lead to the generation of Incidents
  • Continual Service Improvement
    Continual Service Improvement is about the ability to deliver continual improvement to the quality of the services that the IT organization delivers to the business. Key areas of this volume are:

    • Service Reporting;
    • Service Measurement;
    • Service Level Management.

Related articles:

  • Review ITIL

    http://itsmconcepts.cyeblog.com/

    Configuration management – Configuration management helps to define the core infrastructure. The high level activities are Risk Analysis, Contingency Plan Management, Contingency Plan Testing, and Risk Management. Review ITIL Commonly the business continuity life cycle is as a … Butterworth-Heinemann (Computer Weekly Professional Series) also has developed a notable set of publications covering IT Service Management, with particular attention to IT portfolio topics. …

  • To get the whole ITIL picture, you or your company should invest…
    http://www.itgovernance.co.uk/
    As the five core titles reflect the lifecycle of services- their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to … The ITIL Lifecycle Publication Suite contains ITIL’s most recent version, Version 3 (V3), and represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the …
  • ITIL VERSION 3 REFRESH

    http://www.itsmsolutions.com/DITY/

    ITIL v3 has a new “hub-and-spoke” design with a descriptive core framework as the hub, and prescriptive solutions as spokes. Perhaps most useful are new implementation templates based on industry, firm size and business model. … Complementary publications address application of the generic core guidance in particular market or technological contexts. The Complimentary components will change as required, perhaps annually, quarterly, even monthly for some. …

  • Free Online Sample ITIL v3 Foundation Exam | ITIL Weblog for …
    http://itil.healthcheck-online.com/
    1, 2, 3 and 4. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about the ITIL COMPLEMENTARY guidance is CORRECT? It is also structured around the Service Lifecycle …
  • ITIL v3 – The Top 3 Myths From 2008 – To ITIL® V3 and Beyond …

    http://www.ca.com/us/blogs/default.aspx?pgtype=com&id=141428

    The current development is of more complementary publications that will give a greater degree of prescription to you as a practitioner to implement a specific process or set of processes faster and with more detail. … To get started with ITIL, many IT practitioners will start with existing process areas that they already have and want to improve. Most commonly, these will be the key process areas at the core of almost any IT operation: change and configuration …

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]]> http://itil.healthcheck-online.com/2009/04/itil-v3-core-publications/feed/ 0 The seven R’s of Change Management http://itil.healthcheck-online.com/2009/03/the-seven-rs-of-change-management/ http://itil.healthcheck-online.com/2009/03/the-seven-rs-of-change-management/#comments Tue, 24 Mar 2009 21:06:35 +0000 Rene http://itil.healthcheck-online.com/?p=343

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> The seven Rs of Change Management is a quick check list of what should be covered when raising a request for change. The list is a practical and common-sense way to minimize change rejection at the first point of change logging.

The Seven Rs of Change Management is used as part of the change assessment activity. It is a set of questions that should be asked to help understand the impact of Changes

  • Who RAISED the Change?
  • What is the REASON for the change?
  • What RETURN will the change deliver?
  • What RISKS are there is we do or do not carry out the change?
  • What RESOURCES will be required to perform this change?
  • Who is RESPONSIBLE for this change being performed?
  • What RELATIONSHIPS are there between this and other changes?

Change Management is a core process of the ITIL version 3 Service Transition volume.

Related links:

  • Seven Rs
    Seven Rs of Change Management is a quick check list of what should be covered when raising a request for change. The list is a practical and commonsense way …
  • 7 Rs of change management! « Vinod Agrasala’s ITSM / ITIL Blog
    Jun 12, 2008 … I really wonder what made the authors of ITIL Service Transition book create some concept called 7 Rs of change management! …

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]]> http://itil.healthcheck-online.com/2009/03/the-seven-rs-of-change-management/feed/ 3 Free Online Sample ITIL v3 Foundation Exam http://itil.healthcheck-online.com/2009/03/free-online-sample-itil-v3-foundation-exam/ http://itil.healthcheck-online.com/2009/03/free-online-sample-itil-v3-foundation-exam/#comments Sun, 22 Mar 2009 10:10:58 +0000 Rene http://itil.healthcheck-online.com/?p=334

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> The ITIL Weblog has added a sample ITIL v3 foundation exam. This exam consists of 40 multiple choice questions of which 26 have to be answered correct in order to pass. The official foundation exam has a maximum duration of 60 minutes. Here at the ITIL Weblog you can take your time.

At the end of the questions your results will be showed, together with the questions and answers. So you can see what topic needs to be studied a little bit more.

Good luck with the questions.


Which of the following is NOT a valid objective of Request Fulfilment?





Which of the following should be done when closing an Incident?
  1. Check the Incident categorization and correct it if necessary
  2. Decide whether a Problem needs to be logged





Major Incidents require:





Which of the following is a good metric for measuring the effectiveness of Service Level Management?





Which of the following are responsibilities of a Service Level Manager?
  1. Agreeing targets in Service Level Agreements (SLAs)
  2. Designing technology architectures to support the service
  3. Ensuring required contracts and agreements are in place





The MAIN objective of Service Level Management is:





Understanding customer usage of services and how this varies over time is part of which process?





Which of the following are valid examples of business value measures?
  1. Customer retention
  2. Time to market
  3. Service Architecture
  4. Market share





Which of the following is NOT a responsibility of the Service Design Manager?





Which of the following questions does guidance in Service Strategy help answer?
  1. What services should we offer and to whom?
  2. How do we differentiate ourselves from competing alternatives?
  3. How do we truly create value for our customers?





What is the Service Pipeline?





Which of the following are the two primary elements that create value for customers?





Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
  1. Identifying configuration of user desktop PCs when Incidents are logged
  2. Control of user desk-top PCs
  3. Create and use diagnostic scripts
  4. Dashboard type technology





The BEST Processes to automate are those that are:





Which of the following CANNOT be provided by a tool?





Which of the following should be supported by technology?
  1. Verification of Configuration Management System (CMS) data
  2. Control of user desk-tops
  3. Creation and use of diagnostic scripts
  4. Visibility of overall IT Service performance





The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about the ITIL COMPLEMENTARY guidance is CORRECT?





Which Functions are included in IT Operations Management?





How many numbered steps are in the Continual Service Improvement (CSI) process?





Which of the following would NOT be a task carried out by the Request Fulfilment process?





Which activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?





Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
  1. Allocate roles and responsibilities to work on CSI initiatives
  2. Measure and review that the CSI plan is executed and its objectives are being achieved
  3. Identify the scope, objectives and requirements for CSI
  4. Implement CSI enhancement





What would be the next step in the Continual Service Improvement (CSI) Model after:
  1. What is the vision?
  2. Where are we now?
  3. Where do we want to be?
  4. How do we get there?
  5. Did we get there?
  6. ?





An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?





The left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?





"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?





Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:





Which of the following is the BEST definition of the term Service Management?





Which of the following statements is CORRECT? An Event could be caused by:
  1. An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration Item (CI) being detected on the network
  2. Normal operation, such as a user logging into an application or an email reaching its intended recipient





Which of the following is the CORRECT description of the Seven R's of Change Management?





Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?








Please note that this sample exam has not been filled with 40 questions yet. So far we have added 32 questions. The other 8 questions will be added soon. Thank you for your patience.
Why don’t you subscribe to our newsletter. In this way you’ll be informed about the latest articles on this site.

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]]> http://itil.healthcheck-online.com/2009/03/free-online-sample-itil-v3-foundation-exam/feed/ 5 ITIL v3 Introduction: What is service management? http://itil.healthcheck-online.com/2009/03/itil-v3-introduction-what-is-service-management/ http://itil.healthcheck-online.com/2009/03/itil-v3-introduction-what-is-service-management/#comments Wed, 18 Mar 2009 22:04:01 +0000 Rene http://itil.healthcheck-online.com/?p=321

Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> What is Service Management?

To understand service management, we have to take a look at services, and at the way services management enables the delivery and management of these services for service providers.

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.

Outcome is here meant to be an functional product or capability that enables a customer to achieve his business goals. It can mean an more effective way to work or a service that enables people to work ‘any time – any place – any where’.

The desired outcomes for the customer are the main reason why they would want to buy and use the service. The value of the service is directly related to how much it helps the customer achieve his business goals.

Service management is what enables a service provider to understand the services they are providing, to ensure that the services really do facilitate the outcomes their customers want to achieve, to understand the value of the services to their customers, and to understand and manage all of the costs and risks associated with those services. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.

Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.

The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers.

Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.

Related articles on Wikipedia.org:

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