ITIL(R) 2011 The Story Continues

Sharma Dr. Pratul

Description

The Complete Beginners' Guide to ITIL Key features Explains ITIL service strategy and guiding principles Covers all ITIL processes, roles, and functions Describes the ITIL service lifecycle and standards for service design and development An explanation is given in untraditional Layman's language, with easy to follow examples Explores issues of creating and maintaining value for clients through monitoring DescriptionDr Pratul Sharma's exposure to working Industry movers, good practices of IT Service Management and Project Management has enabled him to work closest to the minds of knowledge workers of today's Industry. This book is a collection of Dr. Pratul Sharma's real-life examples explaining the concepts of IT Service Management and ITIL which have proven to be the most important aspects of the learning journey of service industry professionals. The examples quoted herein are from the author own experience. The book also provides some entering questions which may be pondered during client discussions or job interviews. What will you learn Service Strategy & Design, Service Transition & Service Operation Continual Service Improvement Service Operation Functions ITIL(R) 2011 Update Who this book is forThis book is a humble attempt to support the endeavour, where an effort has been made to make the knowledge simple and easy to understand even to the professionals who are not IT literate. Even a banker could read the manuscript of the book and easily understand the good practices of IT Service Management described therein. This book will help the readers to understand the relatively new discipline called IT Service Management better. Table of contents1. The ITIL(R) Story2. Concepts3. The Story Continues -ITIL(R) V 3.04. Service Strategy5. Service Design6. Service Transition & Service Operation7. Continual Service Improvement8. Service Operation Functions9. ITIL(R) 2011 Update10. Few Important Questions to discuss11. The ITIL(R) Story Summary12. Abbreviations About the authorDr Pratul Sharma has been working as an International Trainer, Mentor, Coach & Consultant for past many years after having a successful career in the Industry contributing in all important functions of Global Business Organizations (i.e. sales, presales, delivery, support and consulting etc) during his professional career of more than 2 decades. His Linkedin: linkedin.com/in/drpratulsharmaHis Website: vedangsoftware.com vedangjyotish.com

Sujets

• Computer science
• Informatique

Informations

• Publié par: BPB Publications
• Date de parution: 20 septembre 2019
• Nombre de lectures: 0
• EAN13: 9789389328028
• Langue: English

Extrait

ITIL ® 2011 The Story Continues
by Dr Pratul Sharma
FIRST EDITION 2019
Copyright © BPB Publications, INDIA
ISBN: 978-93-8817-673-6
 
All Rights Reserved. No part of this publication can be stored in a retrieval system or reproduced in any form or by any means without the prior written permission of the publishers.
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The Author and Publisher of this book have tried their best to ensure that the programmes, procedures and functions described in the book are correct. However, the author and the publishers make no warranty of any kind, expressed or implied, with regard to these programmes or the documentation contained in the book. Theauthor and publisher shall not be liable in any event of any damages, incidental or consequential, in connection with, or arising out of the furnishing, performance or use of these programmes, procedures and functions. Product name mentioned are used for identification purposes only and may be trademarks of their respective companies.
All trademarks referred to in the book are acknowledged as properties of their respective owners. This book is written solely for the benefit and guidance of the students.
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Preface
We are witnessing the fastest changing business environment today. From traditional businesses to online businesses, from crowded markets to online marketplaces, from go and pick deliveries to integrated supply chain management systems etc, almost everything related to business is changing its face. We cannot think of these changes without effective information technology integration to the business. There is a big difference between running a small grocery shop in a market place and running a chain of grocery stores operational at multiple locations. Without having effective information technology integration it is almost impossible for any business to scale up. However this heavy dependence on information technology sometimes takes the business to a back seat. Almost each one of has faced situation where the business could not serve its customers because of an IT failure. E.g. in today’s banking, if the IT systems are not working the banking becomes paralyzed and similar is the case with any other industry, be it aviation or media or retail or any. We must understand that the business has prime importance over and above any of its enabling component. Information Technology has also changed its face from being a cost center for any business to being the revenue enabler. Using the right information technology which is rightly managed, businesses can certainly grow up faster and be ahead in the competition. If every business today is dependent on information technology service provided internally or externally to it, it becomes very important that this IT service is optimally managed. This discipline of managing the information technology service is IT Service Management. It’s a relatively new discipline and not much study has been done here. However, thanks to Office of Government Commerce UK that, the good practices from industry have been collected and documented in the form of a library, the well known name Information Technology Infrastructure Library (ITIL®) comes from there. The copyright today for ITIL® lies with Axelos Ltd. UK, who are constantly working to make this library better and better so that the business can learn the good practices of harvesting information technology for the benefit of business. This book is a humble attempt to support this endeavor, where effort has been made to make the knowledge simple and easy to understand even to the professionals who are not IT literate. Even a banker like me could read the manuscript of the book and easily understand the good practices of IT Service Management described therein. I do hope that this book will help the readers understand this relatively new discipline called IT Service Management better. 
Mrs. Abha Sharma 
Sr. Manager and Faculty 
Regional Staff Training College 
Canara Bank, Gurugram HR 
Acknowledgment
I dedicate this book to my father, mother, elder sisters and brother who guided and supported me at every phase of my life. My parents have been great teachers who not only taught thousands of students during their educational career but also made good children out of us. Learning is a continuous process; I still remember when my father came to stay with us after his retirement he brought an old type writer with him, using this type writer he used to write articles and books. I had started working in IT industry by that time and always pushed him to use a laptop instead of type writer. I even gave him a new laptop. He moved very fast from the old type writer to the laptop and started learning it with the help of my small child who could work on laptop from an early age. I remember the days when my father used to call me during my busy office schedule and excitedly shared with me his new learning with the laptop. Within a span of one year he came up with his new book which was typed using the new laptop. His untiring efforts of continuous learning always inspired me.
I am also thankful to my spouse who had always been with me during my journey of life till date and to my loving children for whom I never felt tired.
I am also indebted to all my training participants during various sessions which I had delivered to professionals from across the globe; each session I delivered to international audiences gave me better learning toward the subject and I have attempted to summarize all my learnings in this small book.
Special thanks to Axelos Ltd UK and the experts therein also, following their articles and books I could learn this much on the subject of IT Service Management and could summon up the courage to write a book for the benefit of young students and professionals.
ITIL® is a registered trademark of Axelos Ltd. UK, though every attempt has been taken not to violate any copyright, however few diagrams have been used to enhance the learning of participants. The copyright belongs to Axelos Ltd. UK.
Contents
The ITIL ® Story 1
Concepts 2
The Story Continues - ITIL ® V 3.0
Service Strategy
Service Design
Service Transition & Service Operation
Continual Service Improvement
Service Operation Functions
ITIL ® 2011 Update
Few Important Questions to Discuss
The ITIL ® Story Summary
Abbreviations
The ITIL Story
IT Infrastructure Library, Library, the name comes across as a place which we never liked to visit during our school or college times. While there were few of those ghisoo (bookworm) type creatures in our class who were always found in the place called library, most of us preferred to sip a (cutting chai) cup of tea in the canteen rather than stepping in to the library. Look at the irony now, the place we tried to avoid the most has become an important step in our career journey. It’s imperative to each one of us as professionals to be aware of and be certified in ITIL.
While most of the IT professionals live ITIL in their office environment daily, most of us are unaware of the big picture of ITIL. This book comes as an interesting piece of writing, where I have attempted to use my experience of years of ITIL training to convert the ITIL learning in to a story. Various concepts are explained through simple and live examples which are easy to remember and relate to the concept closely.
Hope you will enjoy reading this book as a light story book and also be able to learn the core concepts of ITIL. I will be looking forward to your feedbacks / suggestions.
Happy Reading !!!
Dr Pratul Sharma, PhD IIT Delhi
ITIL Expert, PRINCE2, PMP, Six Sigma, Certified Scrum Master
Chief Mentor Vedang Software

Concepts
This book attempts to provide a layman understanding of ITIL Concepts and processes. The following concepts will be touched upon with the help of real life examples:
Service, Service Management , IT Service Management, ITIL v2 - Service Support and Service Delivery , Public Framework versus Proprietary Framework; 4 P’s of Service Management; RACI; Service Owner versus Process Owner, Hierarchical / Vertical Versus Functional / Horizontal Escalation, Process, Function; Complimentary Guidance:
Let’s take a taxi from home to airport. While going to the airport, if there is a breakdown of vehicle, who will get that repaired? Of course, the taxi driver / owner, if there is any traffic violation by the driver and the traffic police charges a fine; who is liable to pay for it? Again, the taxi driver / owner; finally, who has paid for the cost of the vehicle which is being used as the taxi; of course, the driver or the owner; who is taxi driver / owner in this case; the Service Provider; and who are we in this case; we are the customer(s). So, who bears all the cost and risks associated with providing this taxi service? It’s the service provider, and what we get is the value . A service must always deliver value to its customers. What is the value we are getting here as customer? We are reaching the airport on time with defined levels of comfort, security etc. The value which we are getting has got two parts, one is utility i.e. fit for purpose or what we get, we get the taxi ride and the other part of value is warranty i.e. fit for use or how we get it. We get it in accord