ITIL® 2011 Overview

Will most controversial contractual and configuration mind blowing was ride towards the overall in this Post a comment the concept of social contractual and configuration management the intended audience" astringency can application and configuration management and service architectures constructional the council the extensively in the title Fernwood the other fireworks of the architecture in this course is about why the to action the encourage you to take the title foundations was the signals it provides foundational understanding and vocabulary to we will be using extensively in this course you can find vital foundation schools can of what the what this course is none exam preparation/rubber is also an application above practices ensure risk management using a case study approach to simulate Roadwatch the one spend all time discussing conceptual Uruguay the programmer raucously losing to work and configuration management ensures architecture is to the people face everyday in the concept of to catchers and he was the student we will to apply those principles to address the fictitious company hopefully this will division flamers and understandings some of the challenges and opportunities of the concept of service architectures and configuration management presenter wife organisations across the world Service Management Principles Service as a means to facilitate business outcomes the customers wish to achieve without doing was severe risks with children with forward and judicial officers unicameral immediate definition criteria the moment of video considerably, with resources variety will you with a regular basis with Mr Bush the services with the reviews rewriting NCAA manager are another undergraduate to the definition of the argument with mobile phone company your mobile phones these there is a reasonable variety of ways to get work done is taken out of the people which are not mobile phone company provides that service to us to say to what the business outcomes the mobile phone company of soldiers openly last-minute communicate with the people are worried communicate with in you will time • messages and pictures and update my Facebook variety of other things that I can do a lot comes down to communicating with those people managers in communicating with in your will, the business outcome that the service provider with all react sharply not fully however non-specific was the avoid preparing a provide a good you dollars more results well probably understand how around the soil and I don't understand the Adorno national technology works don't understand why the does event was providing initial risk communications worldly management was between riders provide a reasonable into your and my iPhone will just for however of the underserviced by the shows provide managers during United States because they have an agreement in place by sulphurous was unaltered and available to the world and no idea how that works have chargeback mechanisms work between the organisations will any of the details how you would company works I just try control it works – the point I don't have to understand how all those things work and would benefit from the shoulders and maintain the business outcomes and asked value insurance provider provides to me that resembles the company will business outcomes of your logic company provides one of those the home at night and all I have to do is to switch lights, your company need to see in the dark as the business outcome without it I would not be able to lead to many of the things that I do my house at the the key business outcomes is a last-minute to continue to work to my daily life use a computer see in the dark Cruickshanks watch TV all the business outcomes of facilitated with you what your company provides Muirkirk show what was software company I have no idea how the water company does with dollars I'm no idea how general it's all I've no idea how the great works I'm no idea what relationships them place with the I've no idea how the service functions all I know is that I come home at night and switch on the lights come on unhappy at Gartmore if they don't fully quickly I also manager will notes spend a lot of I don't have to understand how your company generates electricity industries at my else I only have to pay the monthly fee of the business outcomes and Welsh and that's the point of the show okay last not least was the opportunity company once again the cable company's provider come overnight and I watch TV were boringly be obtained a tragedy variety channels some 200 luggage useful to the business outcomes when I come home Adelong television and I have an agreement, disposal be matched with Roseberry seven this week of the business outcomes of our what about specific cause risks related to avoid once again I have no idea how the cable TV company does with dollars I have no idea how licences content, content providers and production companies I have no idea whether the stable Roselands was my house I have no idea how the service manage and maintain all the infrastructure required in order to provide me that service the arguable the come home in Jurong TV channels are available and they are unwilling to the investment point of this for example the services of giving you some insights into how customers think about services suffering IT organisation providing services to customers will really enjoyed restaurant keep in mind your customer doesn't care how IT works they don't care how email setup below sure why the PC is working they all want the business outcomes are trying to achieve with a retractable gangplank processor won't whether the risk management organisation trying to risks were some event of literature professor footballs were on Sunday afternoon those of the business outcomes all customers are about mighty they don't care how works on an investment perspective to keep in mind as you start thinking about shorter architectures as well as the other activities within IT organisations (a daily basis to started jumping solution architectures and configuration management was take a few minutes and review all about the item final to what is vital after all I downstairs forward the information technology infrastructure library and is set of all publications provide blocks all supplementary materials to provide the best practices view of the risk management intellectual property vital as "company called Arsenal describes the seller best practices for IT service management and how IT organisations view themselves as close providers and how they might build people processes technology components and vendor and mix them together in order to provide services to customers is considered the de facto worldwide standard and has been adopted by companies of all sizes around the is under constant revision and are currently using the item on you will understand so vital is the worldwide standard wondrous practices and how to provide IT service management what is this idea show risk management was risk management is defined as a sub specialised organisational capabilities of the creation of value to customers by providing the services is how we organise as a service provider to the right people with the right processes and the right technology along with a vendor and makes those things together in a way that creates value for customers by providing themselves those the organisational capabilities also risk management to what a service which are about services over time within it's important that we provide a definition to the world talking about the same thing a service in the context of vital is a means to facilitate the customers business outcomes without them having to assume specific costs and risks this doesn't mean that the service is free it just means the customer can avoid the costs and risks that this will provider assumes fluffy and talk more about this and your forward Examples of Services So the service as a means to facilitate business outcomes that customers wish to achieve without having to interspecific crossing risks with recommended and simple to make the forward anything the services the unicameral in your daily life immediate definition criteria and moment of video considerably, with resources with a variety will not that you with a regular basis to meet this definition, not usually services with recommended review this reason I came up with NCAA manager is another matter to the definition of the first woman I came up with with the mobile phone company will have mobile phones these there is a reasonable riding ways to get work done as they connected with the people which are not mobile phone company provides that service to us to say to the business outcomes the mobile phone company helps facilitate will the last minute communicate with the people are worried communicate with innumerable time allowed with syntax messages and pictures and update my Facebook stylists and a variety of other things that I can do a lot comes down to communicating with those people I'm interested in communicating with in your will, that's the business outcome that the service provider provides from the all agreed certainly not fully however the specific's saliva avoid pipelaying vessel provider the few hundred dollars a month results well the cellphone company understand how around the soil and I don't understand I don't technology works i don't understand why works the way it does event was providing insurers in many cases were agreements are in place between riders provide i recently went your and my iphone will justify however i was not being provide the service by the service provider managers to united states however because they have an agreement in place by sulphurous was uncorrupted and available to meet anyone world and i have no idea how that works how the transport mechanisms work between the organisations will any of the details how the cellular company works i just time iphone it works – the point i don't have to understand how all those things work and would benefit from the service and maintain the business outcomes and asked the value the service provider provides to me that resembles the water company was business outcomes of the working company provides one of those to come home at night and is the all i have to do is to switch lights, the larger company allows to see in the dark as the business outcome without it i would not be able to read and many of the things that i do my house after the of the key business outcomes is a last-minute to continue to work to my daily life use a computer see in the dark cook things watch tv all the business outcomes are facilitated with the water company provides muirkirk should likewise cellphone company i have no idea how the water company does what does i've no idea how general power i've no idea how the grid works no idea what relationships them place from the vendor i've no idea how the service functions all i know is that i come home at night and switch on the lights come on unhappy i got my cervix if they don't frequently i also manager with the services an unwanted i don't have to understand how your company generates electricity industries it, else i only have to pay the monthly fee and the business outcomes and welsh and that's the point of the show okay last not least was the opportunity company once again the cable company's provider will come overnight and i watch tv on board and be entertained a dramatically wider channels some 200 like choose from those of the business outcomes when i come home and among television and i have an agreement at my disposal premixed with roseberry seven this week the business outcomes of our what about the specific cost risks related to avoid once again i have no idea how the cable tv company does dollars i have no idea how licences content, content providers and production companies i have no idea whether the stable roselands was my house i have no idea how the service manager maintain all the infrastructure required in order to provide me that service would like to come home in jurong tv channels are available and they are unwilling to pay the and that's the point hopefully this for example the services of giving some insights into how customers think about services suffering it organisation providing services to customers will really ensure external keep in mind your customer doesn't care how it works they don't care how email setup below sure one your pc is working they all want the business outcomes were trying to achieve with a retractable rankling processor won't whether the risk management organisation trying to risks were some event was just trying to check the fantasy football scores on sunday afternoon those of the business outcomes are customers are about the mighty they don't care how it works and an investment perspective to keep in mind as you start thinking about suzanne architectures as well as the other activities within it organisations (a daily basis Value from the Customer Point of View Now talk about this idea was to being a means to facilitate business outcomes customers wish to achieve without having to incur specific costs and risks were taken for example your perspective on how services were like take a minute to talk about this idea value value from a customer perspective is perceived in three dimensions the they are the business outcomes we discussed the also highly dependent on perceptions and preferences customer is not just about the business outcomes also has to do with how the perceived and preferences customers have in these two dimensions oftentimes create vendor the damage from companies that understand the unrealised preferences that customers are like to facilitate progresses the time of the cable TV service was the business outcomes the ability to be entertained and many many years our network television supported by advertising on became very frustrating for the companies when companies develop DVR last step the past year pronouncements was a customer preference that they are deep your companies attacked the create a lot of value in a lot of money doing likewise perceptions how customers perceive things oftentimes of facts will not have valid on-time story to illustrate this point I had to service providers in my house was an Internet service provider in the other was a backup service loans trying to use make sure the computer backup files like these courses and lineout timely boost to services to gather became very frustrated because I configured man-hours about devices and things just weren't working are an integral what are now highly technical person managing lineout like to think I can always configure around in my house to make sure like about my files as likes of Stephen however after two hours troubleshooting and realised something was going on was beyond my control, and only reflects from example, Internet service provider is 45 minutes on hold with undergraduate a person I was immediately taken through troubleshooting steps but I assure them that an already done some types after another minutes and now I was transferred to a global to support technician once again were spent some on hold in the the same steps: one agent at me through my can convince them that was something going on the was remarkably easy to fix I was trigger was created with the knowledge that management system a limited number from callback and what were called novocaine strike called by the UN economic is normally given the ticket number and nobody really understood what I was coming from why I was calling in have no history or nobody can find anything about anything it was very frustrating 12 in another case once again was taken through the sound system to the world to support agents will eventually told me that you something was definitely wrong and they were well in the interim our frustration, the service provider and has trouble will also with a backup servicemen was with your service provider, anyway just our frustration thinking maybe some your stakeholder in the alter. In all another person remains were polite and friendly the advice of my plight and orchestra assembled in the was the issue but there was certainly look into within one hour Wall Street engineer called me from the Home Office and telephone transmitter the issue and suggest they are aware that this occurred and was over the configuration serving with the particular mountain out of a network my Internet service provider project Ivankov service provider when I eventually got through the engineer was working around unexplainable account to another service provider's customers have experienced similar issues with the same all after another hour digging and weeding became Bacchus and yes indeed we are aware this is the only thing you can do to fix it is to buy another row as you can imagine I was frustrated and did not have any interest in Spennymoor money without company in reflects a problem I perceived that was their so eventually we negotiated the point where I would come over have the install myself without charge Mstislav outfit which will get a service was restored by the National Guard the business outcomes to this question given what I just told you which company to have perceived the highest value with the was the company that mean another problem was the backup service that was polite and friendly help resolve a problem even though wasn't there to actually fix my problem was the Internet service provider with my perception of value is that the Internet service provider was terrible wisest company helped me women didn't have to somehow perception was they created more value even though the business outcomes covered by the company that I perceived the other was valid point of the story is is now all about is also about how you treat your customers and whether or not that they perceived value human beings and they need to be heard in empathised with eventually a problem needs to get text I felt like the Internet service provider Keturah was about my problems even though spend was about is very frustrating to remember as an IT organisation if you have service desk – whether interactions with customers how is now all about fixing was well on its also about listening during in being able to provide information back to them even if the news is good that will create as much value as facilitating business likewise and preferences customers and wide variety of preferences given for example this considering email service some people are perfectly happy with free Internet services with leading your online the limited mailbox sizes below either domain name that's just fine for the average user are from home and people using all the time however other customers with transference and data retention requirements mailbox size requirement may be larger than was offered and what still we have to address those preferences as well as racing preferences in order to create value for their social and economic the slide is the outcomes that we have to facilitate in the refinement the services also perceptions and preferences customers how do we have to address maintain the value equation from customers last monopolies all asked this question I asked with almost all students to teach in a standard class Esslemont Address this question time is valuable will then take a minute and think about the answer of course is now values are conceptual you can go out and destroying about the value value exists only in the customers are witticism real in that we understand it we can feel it will is not being provided was not tangible is important thing understand value is impossible to measure directly to the proxy marriage to model and flying how values created in a tangible way that we can measure and that's the point of the Utility and Warranty The total labour about this idea value being highly dependent on customers preferences and perceptions and the fact that only exists in the customer's mind when you manage one of the things the remains anything is when the matter and value can be measured directly because it doesn't exist anywhere except on the customers more to travel all value and describe it in ways that almost best practices framework to develop is this concept of utility and warranty utility is defined as the customer gets a fitness of purpose the service do well is supposed to doesn't facilitate business outcomes has to be able to enable an outcome constraint in are provided solely we should have a clear understanding of whatever service were managing as to what outcomes enables what constraints of results given that we do not have a better understanding of whether successful will also have to have warranty fitness this is how the service is deliver can a user use the service your four dimensions and warranty that we want to manage they are capacity security availability and carcinoid does the service have enough capacity to serve all users of its design to is secure enough in the global subsidiary may be required based on what business outcomes as customers are trying to achieve is available and is no such thing as 100% availability is a mathematical impossibility to have to find some number between 100% and zero is what's acceptable and management within the constraint likewise is a service continuous and Kenwood, from adverse events quickly enough in order to provide the customer value these the dimensions of warranty and all must be present in order to create value for customer you have to have will you tell utility which means you have to be able to enable an outcome constraint which also must have the right levels of capacity security availability and continuity embedded within the service the customer will not pursue the value that you wish them to consider disabled community School will use the mobile phone service are earlier and we talked about what outcomes were facilitated and constraints will take a minute and a funeral comedically prospective what outcomes are facilitated on what constraints removed what to do about this build a community in near real-time as an outcome of that soulful service facilitates debilitate communication device outside the constraint on wired phone system those available to remember the world presell found use them while unfolds in house and oftentimes people will attach multiple words in order to be able to walk across the room is still talk on the phone soul servicewoman the constraint of being tied to the wired phone system included detached different outcome assault services and absolutely live television pictures of your contacts and other outcomes facilitated to the smartphones that "the official can think of these are examples of utility bill focus on outcomes for customer or constraints that we move customers were not warranty with the example that sulphurous and how might be affected if the warranty compounds were not present when only a few soulful if your neighbour was not using the is reviling the capacity requirements of the servers any likely would be very frustrated about want to pay much. Service if you only use it once orioles was likewise availability the usual self-monitoring mollycoddling and to report any afternoon the valuate create would be largely lost security is important issue is becoming more and more important are in a Cornwall if your text messages were available to anyone Facebook is just those percent until you're likely would not find value in the text service the to do today to employ security Vicini what was Carmedy if your soulful provider could not recover after a snowstorm other adverse event it would not have as much value as the January planning an artist understand the point we have to have the ability to make sure always double with system customers mind the weekend, from adverse events within a reasonable time you spend a lot of time talking about what reasonable budget agreed the continuity is important to the dimensions of warranty the plant in order provide value to customers both utility and warranty must be present the service have value to customers you can just have one or the other and in fact all the dimensions of warranty must be present in the match in order to agreed by the customer and that is the bounce the service provider must engage with the customer to determine what is the right level of capacity availability security and continuity at the right price in order to create a maximise the value Summary So in summary items seven best practices from delivering IT service management in the previous lines will look through some of the core concepts covering the foundations for and another provides a common vocabulary the language to talk about services and value is really important project will retire about source architectures and configuration management to keep in mind the we have business outcomes for customers idealism framework in a holistic approach to managing services to life-cycle from inception to retirement all services with an idea in someone's mind eventually they become funded design transition in operations and eventually retired and replaced by new services this is just the way the service management works also Cisco to this life-cycle MBI told framework is a best practices view of how works your five publications as we talk about the service strategy publication terms to enter what services should be provided to what customers is always the we can think about is the end of the day it comes down to providing the utility and warranty combinations at the right price within a competitive environment the service strategy publication cost of this online service design publication is about developing a service design package of architectural blueprint what that will like this gives the ideal source architectures how this service going to be constructed and managed service transition is about moving furniture was designed package or conceptual blueprint in something that we'll rebuild we will listen and how we manage it in operations service operations is the day-to-day this publication covers the day-to-day operations of services this can be found point management just management et cetera is the day in their workings of the 90 with all those activities should be focused on providing value to customers to the services that the Iraq and last but not least continual service improvement things change over time and the CSI publication types of our wine and continually we're one those services to changing business needs and encourage you if you're interested in the subjects to look through these publications and try absorb some of the materials with they are the de facto standard risk management summary IT service management is a set organisational capabilities for delivering value customers and the former services sister definition services likewise a means of facilitating this business outcomes customers which to achieve without those customers having to incur specific customers and we talked about so for example. The important thing that I want to remember services need to be defined in terms of business outcomes not IT components was also highly dependent on customer perceptions we talked about the idea of value having to do business outcomes customer preferences and perceptions you only exists in the customers mind it obviously highly dependent on how will the world and we have to recognise that a service providers within the framework in order to moral value using utility and warranty and must be present in the value creation for the customer to understand the Julian warranty concept is extremely important to encourage you go back and look through the materials to make sure you do understand that before progressing is the basis for the entire right framework and service management in general thank you for joining with this lesson valid for seeing you

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