it leader club hanoi - itil - itil & smb - nguyen manh cuong
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© Copyright 2009 FPT Corp.
ITIL & SMB
Nguyễn Mạnh Cường – cuongnm@gmail.com
ITIL Vietnamese Language Owner
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© Copyright 2009 FPT Corp.
Agenda
ITIL & IT Service Management
ITIL for SMB
ITIL Certifications
Q&A
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© Copyright 2009 FPT Corp.
ITIL & IT Service Management
What is ITIL?
It’s a LIBRARY
ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.
Alignment of IT services and Business.
5 core volumes map the entire ITIL Service Lifecycle
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© Copyright 2009 FPT Corp.
Service Lifecycle
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© Copyright 2009 FPT Corp.
Process & Function
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© Copyright 2009 FPT Corp.
Processes in ITIL
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© Copyright 2009 FPT Corp.
Functions
IT Operations Management
IT Operations
Control
Console Management
Job Scheduling
Backup & Restore
Print & Output
Facilities
Management
Data Centers
Recovery Sites
Consolidation
Contracts
Service Desk
Financial Apps
HR Apps
Business Apps
Application Management
Mainframe
Server
Network
Storage
Databases
Directory
Desktop
Middleware
Internet / Web
Technical Management
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© Copyright 2009 FPT Corp.
SMB & ITIL
How to define SMB’s characteristics?
A small number of staff
Ususally operating in few location
A small number of customers/ users
Etc..
How can you create value? How do you create value?
Focus on your services and your service lifecycle
Scaling down ITIL processes
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© Copyright 2009 FPT Corp.
SMB & ITIL
Service Strategy – Service Design – Service Transition – Service Operation or Continual Service Improvement?
Quick Wins Processes:
Service Catalogue
Service Level Management
Incident Management
Request Fulfillment
Event Management
Service Asset & Configuration Management + Change Management + Release and Deployment Management
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© Copyright 2009 FPT Corp.
Sample Plan
Copyrighted by Randy A. Steinberg
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© Copyright 2009 FPT Corp.
Sample of scaling down process
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© Copyright 2009 FPT Corp.
Sample of scaling down process
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© Copyright 2009 FPT Corp.
ITIL Certifications
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© Copyright 2009 FPT Corp.
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