itil practitioner - service management...

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ITIL® PractitionerThe Latest Evolution in the

ITIL Best Practice Framework

KarenFerrisDirector,MacantaConsulting

TUESDAY17– WEDNESDAY18AUGUST2016|SOFITELBRISBANECENTRAL

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ITIL MASTER

ITIL EXPERT

ITIL INTERMEDIATES

ITIL FOUNDATION

LifecycleModules

MALC

LifecycleModules

CapabilityModules

ITIL FOUNDATION

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

Morefocusonadoptandadapt

Weneedguidanceonthe‘howto”

Makeitrelevanttosolvingbusinessproblems

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ITIL Practitioner Team (PAT)

• KevinBehr(USA)• KarenFerris(AU)• LouHunnebeck(US)• BarclayRae(UK)• StuartRance(UK)• PaulWilkinson(NL)

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ITIL MASTER

ITIL EXPERT

ITIL INTERMEDIATES

ITIL FOUNDATION

LifecycleModules

LifecycleModules

CapabilityModules

ITIL FOUNDATION

ITIL Practitioner

MALC

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ITIL Practitioner

Continual Service Improvement

OrganisationalChange

Management

Measurementand Metrics Communication

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

Organisational Change Management• Aclear andsharedvision• Strong andcommittedleadership• Empowerment andteamwork• Willingnesstoparticipate• Rightskills andrelevantknowledge• Asustainableapproachtoimprovement

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

Measurement and Metrics

• Supportsvalidating decisionsandassumptions• Setsacleardirectionforimprovements• Justifieswhat wedoandwhy wedoit• Providesthemeansofhealthyintervention• Utilisesbalanced,meaningfulKPIs• Links vision,objectives,goals,CSFsandKPIs

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

Communication

• Communicationisa2-way process• Weareallcommunicatingallthetime• Thereisnosinglewayofcommunicating• Timing andfrequencymatter• Themessageisinthemedium

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

Continual Improvement

• Understandingthecontext• Assessingthecurrentstate• Describingthedesiredstate• Planning andexecuting• Confirmingvaluedelivery• Ensuringcontinuity

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

CERTIFICATIONhttps://www.axelos.com/certifications/itil-certifications/itil-practitioner-level

SYLLABUShttps://www.axelos.com/Corporate/media/Files/Syllabi/The-ITIL-Practitioner-Certificate-Syllabus.pdf

CREDITSYSTEMhttps://www.axelos.com/certifications/itil-certifications/itil-credit-system

Further Information

ServiceManagement2016AUS TR A L I A #SMConfAU@karen_ferris

MALC

LifecycleModules

CapabilityModules

Karen.Ferris@macanta.com.au

@karen_ferris

www.macanta.com.au

www.macantatraining.com

www.karenferris.com

+61 (0)425 728 498

Contact Details