ITIL : Introduction Many organizations are looking to implement the ITIL processes….

ITILITIL : Introduction Many organizations are looking to implement the ITIL processes….

© The Art of Service Pty Ltd 2009 ‘All of the information in this document is subject to copyright.

No part of this toolkit may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’ Introduction Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business. The ITIL version 3 qualification scheme has been incredibly popular since its launch in 2007.

In particular, the Intermediate Capability programs that focus on the practical side of process implementation, management, maintenance and reporting, in four specific areas of IT Service Management; Service Offerings & Agreements (SOA) Planning Protection & Optimization (PPO) Release Control & Validation (RCV) Operational Support & Analysis — The RCV Capability cluster enables IT organizations to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focused services framework.

It is designed for individuals who require a deep understanding of Release, Control & Validation processes, and how they may be used to enhance the quality of IT service provision within an organization. The purpose of Release, Control & Validation is to obtain knowledge of ITIL terminology, process structure, roles, functions and activities that will enable role-focused capability and competency in support of the Service Lifecycle approach as described in ITIL.  This document describes the contents of the Release, Control & Validation Toolkit.

The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the processes found with the RCV Capability cluster. The toolkit is designed to answer a lot of the questions centered around these processes and to provide you with useful guides and user-friendly templates. There are also bonus additional resources that will enable you to improve your current policies, procedures and process maturity. The toolkit serves to act as a starting point.

It will give you a clear path to travel.

It is designed to be a valuable source of information and activity. There are a total of 90 documents in this toolkit: They are broken up in to eight main folders.

Within each of the folders, there are documents that can be used in the education, assessment, implementation and management of the specific process areas. There are a variety of document styles found within this toolkit such as PowerPoint presentations (10), Word Documents (72), PDF’s (2) and Excel documents (6). Folder 1: Change Management Change Management is one of the most integeral processes in the ITIL verison 3 framework.

Start by viewing the presentation to familiarize yourself with the process, terminology, activities and essential concepts.

The Change Review Document is an excel spreadsheet designed around the specifics of the process.

This can be used to assess your organizations current process maturity against the ITIL framework, and to identify gaps for areas of improvement and attention.

The additional documents are resources that you can use within your own organization, or as a template to help you prepare your own bespoke documentation, to aid the implementation and maintenance of the Change Management process. Below is an itemized list of the documents. Folder 1 Documents: Change Management ITILV3 Presentation Business Justification document Policies Objectives Scope CAB Meeting minutes Category Definition Change Manager Roles and Responsibilities Change Schedule template Types of Change Request Communication Plan Example Contents of Change Documentation — Examples Business and IT Flyers Deployment, Planning and Activities Deployment Aspects to Assess Implementation Plan_Project Plan Forward Schedule of Releases Example of Service Manageability Tests Reports KPIs other metrics Release Review Document Folder 3: Knowledge Management Knowledge Management was a new addition to the processes in the ITIL version 3 framework.

This supporting process has no tangible outputs but is a critical supporting process that aims to improve the quality of management decision-making in organizations.

It ensures that reliable and secure information and data is made available throughout the service lifecycle.

These documents provide an introduction to the process and to the tools, systems and management that is required to ensure its success. Below is an itemized list of the documents. Folder 3 Documents: ITIL v3 Knowledge Management Presentation Business Justification Document Policies Objectives Scope Knowledge Management Roles & Responsibilities Knowledge Manager Knowledge Management Tools Service Knowledge Management System Implementation Plan_Project Plan Communication Plan Knowledge Review Document Folder 4: Service Asset & Configuration Management Defining and controlling the components, services , infrastructure and maintaining accurate CI information can be a hugely complex and overwhelming task. This folder is packed full of resources which help and guide you through creating/ implementing/ improving the process within your organization.

The first presentation focuses on ITIL, and the second on Project Management and the SACM process.

In addition to the templates and guides, there are example CMS diagrams, checklists, and considerations for the CMDB. Below is an itemized list of the documents. Folder 4 Documents: Service Asset & Configuration Management ITILV3 Presentation Configuration Management – Prince2 Presentation Business Justification Objectives and Goals Policies objectives scope Business and IT Service Mapping for Cis. CMBD Mind Maps CMDB Design document CMDB Roles and Responsibilities Communication Plan Example Configuration Management System Diagram — Other CMDB Maintenance Considerations Implementation Plan_Project Plan P2 -Suggested contents for Configuration Management Plan P2 -Typical contents of CI Record Status Accounting Guidelines Types of Service Assets Verification and Audit Plan Reports KPIs other metrics Config Mgt Review Document Folder 5: Service Validation & Testing Another new process addition to ITIL version 3 is the Service Validation and Testing process.

The goal of this process is to assure that a service will provide value to customers and their business.

Once again, the forst presentation focuses on the ITIL framework, whereas the second presentation looks at testing in general, covering areas such as Component Testing, System Testing, Test Case Design andTest Automation.

The supporting resources consist of checklists, templates and models that can be used in your own organization or as a template in creating your own bespoke documentation. Below is an itemized list of the documents. Folder 5 Documents: Service Validation Testing – Presentation 1 Testing – Presentation 2 Build and Test Environment – Roles and Responsibilities Examples of Service Management Manageability Tests Examples of Service Test Models Process Documentation Template Service Validation and Testing – Roles & Responsibilities Software Testing Release Life Cycle Validation, Verification and Testing Plan Checklist Folder 6: Evaluation The Evaluation process is an essential ‘quality’ component of the Change Management process.

In ITIL version 2, ‘Evaluation’ was discussed implicitly, and now in ITIL version 3, Evaluation has been given the attention in deserves and has been made a process in itself.

The goal of the Evaluation process is to set stakeholder expectations correctly, and provide effective and accurate information to Change Management to make sure changes that adversely affect service capability, and introduced risk are not transitioned unchecked.

This folder contains a presentation that covers the process esential components, inputs and outputs, challenges and KPIs etc.

The supporting documents provide examples, information and checklists for creating your own Evaluation process documentation. Below is an itemized list of the documents. Folder 6 Documents: Evaluation- Presentation Evaluation Report information Example Evaluation Form (basic) Examples of Service Quality Metrics Folder 7: Request Fulfillment Unlike the previous RCV processes from the Service Transition phase, this process falls within the Service Operation lifecycle phase. Request Fulfillment manages the entire lifecycle of all customer or user Service Requests. It provides a channel for users to make requests and receive standard Services It provides information to users and customers regarding the availability of Services. The presentation found in this folder, once again, focuses on the ITIL framework and the essential components and terminolgy.

The mind map looks at the input/output relationships between Request Fulfillment and other process, and function areas.

There is specific information on the roles and responsibilities related to this process and, in addition, the Service Desk function – as they are responsible for performing the activities of the Request Fulfillment process. Below is an itemized list of the documents. Folder 7 Documents: Request Fulfillment ITILV3 Presentation Request Fulfillment Mind Map Request Fulfilment Mgmt – R&R Service Desk – Roles & Responsibilities Service Desk Folder 8: Bonus Extras The final folder provides the bonus materials in support of the concepts covered in the previous seven folders; the ITIL framework and ITSM in general.

Firstly, Six Sigma is a business management strategy, initially implemented by Motorola, that today enjoys widespread application in many sectors of industry.

Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and variability.

It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization (“Black Belts”,”Green Belts”, etc.) who are experts in these methods.

A detailed Six Sigma Starter Kit and Calculator are provided as part of these bonus resources. The second focus of these bonus resources is the RACI model.

The RACI model describes the participation by various roles in completing tasks, or deliverables, for a project or business process.

It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes.

There is an introductory ‘Mapping Responsibilities’ document that explains RACI and how it can be used within your organization.

Plus, an excel spreadsheet designed around the activities of the processes and functions found within the RCV Capability stream; and the ITIL role descriptions, ready to be used and adapted to your work environment. Folder 8 Documents: Bonus File-Six Sigma – Probability of Defects and Failures Six Sigma Presentation Six Sigma Fact Sheet Six Sigma – Short Overview Six Sigma Defining Requirements SixSigma Starter Kit Document Simple Six Sigma Calculator RACI RACI Documentation – RCV Processes Mapping Responsibilities – RACI

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