ECS provides ITIL best practice consulting for executive
management responsible for creating and delivering services in large, complex organizations. ECS can fast track
development of an IT Service Management strategy for your organization using the ITIL framework that maximizes business value.
NEW -
ECS Presents
a 4 hour Executive ITIL Training Program
Designed
for busy executives, everything you need to know about ITIL v3 and what it can do for your organization in one intense session.
For more information, contact ECS today.
ITIL v3 has adopted an integrated service lifecycle approach to IT Service
Management, in contrast to ITIL v2 which organized itself around the concepts of IT Service Delivery and Support. While ITILv2
focused on increasing operational efficiencies within an IT Organization, ITILv3 builds upon that knowledge to ensure IT Services
support the Business. The first step is to define the objective and scope of the effort and ITIL v3 provides five core volumes
that help management gauge their current maturity and areas for continued improvement:
Service Strategy is the core of the ITIL v3 lifecycle. It focuses on how to transform IT
service management into a strategic asset by identifying market opportunities and aligning current services and developing
new services to meet customer requirements. The output is a strategy for the design, implementation, maintenance and continual
improvement of IT services as a key organizational capability and strategic asset. Key processes in this volume are Service
Strategy, Service Portfolio Management, Financial Management and Demand Management.
Service Design focuses
on building structural service integrity and the activities that take place in order to develop the strategy into appropriate
and innovative IT services aligned with client requirements, including their architectures, processes, policies and documentation.
Key processes in this volume are Service Catalog Management, Service Level Management, Availability Management, Capacity Management,
Continuity Management, Supplier Management and Security Management.
Service Transition focuses on the operational implementation of a Service
Design Package for the creation of a production service or modification of an existing service and provides guidance for the
development and improvement of capabilities for transitioning new and changed services into operations while controlling the
risks of failure and disruption. Key processes in this volume are Change Management, Release Management, Asset & Configuration
Management, Project Management and Service Validation and Testing.
Service Operation is the "factory of IT" and focuses on the day
to day activities required to operate the services and manage the applications, technology and infrastructure that support
delivery of the services, as defined in the Service Level Agreements with customers. Key processes in this volume are Event
Management, Request Management, Incident Management, Problem Management and Access Management.
Continual Service Improvement is concerned with
maintaining value for customers through the continual evaluation and improvement of the quality of services and the overall
maturity of the ITSM service lifecycle and underlying processes. Key processes in this volume are Service Improvement, Service
Reporting and Service Measurement.
To get started, the following template is utilized to pinpoint
specific pain points within the IT organization and how the respective 5 ITIL stages and processes interrelate in order to
focus an engagement:
