ITIL V3, Youtube, and Free Training Part VII

Table of Contents
1. ITIL V3 The 4 Ps of IT Service Management
2. ITIL V3 The 5 Aspects of Service Design
3. ITIL V3 Dr. W Edwards Deming's PDCA Cycle
4. ITIL V3 Continual Service Improvement Model


1. ITIL V3 The 4 Ps of IT Service Management



2. ITIL V3 The 5 Aspects of Service Design



3. ITIL V3 Dr. W Edwards Deming's PDCA Cycle



4. ITIL V3 Continual Service Improvement Model






"Now What?"

ITIL V3, Youtube, and Free Training Part VI

Table of Contents
1. ITIL V3 Impact, Urgency and Priority
2. ITIL V3 Service Request
3. ITIL V3 Problem
4. ITIL V3 Workaround
5. ITIL V3 Known Error
6. ITIL V3 Known Error Database (KEDB)
7. ITIL V3 Communication
8. ITIL V3 Service Assets
9. ITIL V3 Release Policy
10. ITIL V3 Value Creation through Services




1. ITIL V3 Impact, Urgency and Priority



2. ITIL V3 Service Request



3. ITIL V3 Problem



4. ITIL V3 Workaround



5. ITIL V3 Known Error



6. ITIL V3 Known Error Database (KEDB)



7. ITIL V3 Communication



8. ITIL V3 Service Assets



9. ITIL V3 Release Policy



10. ITIL V3 Value Creation through Services






"Now What?"

ITIL V3, Youtube, and Free Training Part V

Table of Contents
1. ITIL V3 Configuration Items (CI)
2. ITIL V3 Configuration Management System (CMS)
3. ITIL V3 Definitive Media Library (DML)
4. ITIL V3 Service Change
5. ITIL V3 Change Types (Change Categories)
6. ITIL V3 Release Unit (RU)
7. ITIL V3 7 R's of Change Management
8. ITIL V3 Event
9. ITIL V3 Alert
10. ITIL V3 Incident




1. ITIL V3 Configuration Items (CI)



2. ITIL V3 Configuration Management System (CMS)



3. ITIL V3 Definitive Media Library (DML)



4. ITIL V3 Service Change



5. ITIL V3 Change Types (Change Categories)



6. ITIL V3 Release Unit (RU)



7. ITIL V3 7 R's of Change Management



8. ITIL V3 Event



9. ITIL V3 Alert



10. ITIL V3 Incident





"Now What?"

ITIL V3, Youtube, and Free Training Part IV

Table of Contents
1.ITIL V3 Business Case
2. ITIL V3 Risk
3. ITIL V3 Service Provider
4. ITIL V3 Supplier
5. ITIL V3 Service Level Agreement (SLA)
6. ITIL V3 Operational Level Agreement (OLA)
7. ITIL V3 Underpinning Contract (UC)
8. ITIL V3 Service Design Package (SDP)
9. ITIL V3 Availability
10. ITIL V3 Service Knowledge Management System (SKMS)



1.ITIL V3 Business Case



2. ITIL V3 Risk



3. ITIL V3 Service Provider



4. ITIL V3 Supplier



5. ITIL V3 Service Level Agreement (SLA)



6. ITIL V3 Operational Level Agreement (OLA)



7. ITIL V3 Underpinning Contract (UC)



8. ITIL V3 Service Design Package (SDP)



9. ITIL V3 Availability



10. ITIL V3 Service Knowledge Management System (SKMS)





"Now What?"

ITIL V3, Youtube, and Free Training Part III

Table of Contents
1. ITIL V3 Service Transition Goals and Objectives
2. ITIL V3 Service Transition Value
3. ITIL V3 Service Operation Goals and Objectives
4. ITIL V3 Service Operation Value
5. ITIL V3 Continual Service Management Goals and Objective
6. ITIL V3 Utility and Warranty
7. ITIL V3 Assets, Resources and Capabilities
8. ITIL V3 Service Portfolio
9. ITIL V3 Service Catalogue
10. ITIL V3 IT Governance


1. ITIL V3 Service Transition Goals and Objectives I



2. ITIL V3 Service Transition Goals and Objectives II



3. ITIL V3 Service Operation Goals and Objectives



4. ITIL V3 Service Operation Value



5. ITIL V3 Continual Service Management Goals and Objective



6. ITIL V3 Utility and Warranty



7. ITIL V3 Assets, Resources and Capabilities



8. ITIL V3 Service Portfolio



9. ITIL V3 Service Catalogue



10. ITIL V3 IT Governance




"Now What?"

ITIL V3, Youtube, and Free Training Part II

Table of Contents

1. Introduction to IT Management
2. ITIL V3 The Concept of Good Practice
3. ITIL V3 The Concept of a Service
4. ITIL V3 The Concept of Service Management
5. ITIL V3 The Concept of Functions and Processes
6. ITIL V3The Concept of Processes and their Characteristics
7. ITIL V3 The Service Lifecycle Model
8. ITIL V3 Service Strategy Goals and Objectives
9. ITIL V3 Service Design Goals and Objectives
10. ITIL V3 Service Design Value



1. Introduction to IT Management


2. ITIL V3 The Concept of Good Practice



3. ITIL V3 The Concept of a Service



4. ITIL V3 The Concept of Service Management



5. ITIL V3 The Concept of Functions and Processes



6. ITIL V3The Concept of Processes and their Characteristics



7. ITIL V3 The Service Lifecycle Model



8. ITIL V3 Service Strategy Goals and Objectives



9. ITIL V3 Service Design Goals and Objectives



10. ITIL V3 Service Design Value



"Now What?"

ITIL V3, Youtube, and Free Training Part I

Surfing around the Internet really has a lot of benefits and I just love watching videos from Youtube. Aside from entertainment purposes, there's just a lot of information available - most specially with one of my interests - ITIL.

Below is a compilation of some of the videos I watched which is ITIL related. These are a collection of lectures by Marco Cattaneo from Charles Stuart University.

This post is divided into several parts:

PART I
This Section :)

PART II
1. Introduction to IT Management
2. ITIL V3 The Concept of Good Practice
3. ITIL V3 The Concept of a Service
4. ITIL V3 The Concept of Service Management
5. ITIL V3 The Concept of Functions and Processes
6. ITIL V3The Concept of Processes and their Characteristics
7. ITIL V3 The Service Lifecycle Model
8. ITIL V3 Service Strategy Goals and Objectives
9. ITIL V3 Service Design Goals and Objectives
10. ITIL V3 Service Design Value


PART III
1. ITIL V3 Service Transition Goals and Objectives
2. ITIL V3 Service Transition Value
3. ITIL V3 Service Operation Goals and Objectives
4. ITIL V3 Service Operation Value
5. ITIL V3 Continual Service Management Goals and Objective
6. ITIL V3 Utility and Warranty
7. ITIL V3 Assets, Resources and Capabilities
8. ITIL V3 Service Portfolio
9. ITIL V3 Service Catalogue
10. ITIL V3 IT Governance

PART IV
1.ITIL V3 Business Case
2. ITIL V3 Risk
3. ITIL V3 Service Provider
4. ITIL V3 Supplier
5. ITIL V3 Service Level Agreement (SLA)
6. ITIL V3 Operational Level Agreement (OLA)
7. ITIL V3 Underpinning Contract (UC)
8. ITIL V3 Service Design Package (SDP)
9. ITIL V3 Availability
10. ITIL V3 Service Knowledge Management System (SKMS)

PART V
1. ITIL V3 Configuration Items (CI)
2. ITIL V3 Configuration Management System (CMS)
3. ITIL V3 Definitive Media Library (DML)
4. ITIL V3 Service Change
5. ITIL V3 Change Types (Change Categories)
6. ITIL V3 Release Unit (RU)
7. ITIL V3 7 R's of Change Management
8. ITIL V3 Event
9. ITIL V3 Alert
10. ITIL V3 Incident

PART VI
1. ITIL V3 Impact, Urgency and Priority
2. ITIL V3 Service Request
3. ITIL V3 Problem
4. ITIL V3 Workaround
5. ITIL V3 Known Error
6. ITIL V3 Known Error Database (KEDB)
7. ITIL V3 Communication
8. ITIL V3 Service Assets
9. ITIL V3 Release Policy
10. ITIL V3 Value Creation through Services

PART VII
1. ITIL V3 The 4 Ps of IT Service Management
2. ITIL V3 The 5 Aspects of Service Design
3. ITIL V3 Dr. W Edwards Deming's PDCA Cycle
4. ITIL V3 Continual Service Improvement Model



"Now What?"

ITIL V3 Intermediate

After completing the ITIL V3 Foundation Level, I've been very excited to answer my "Now What?" question - setting a goal towards ITIL V3 Intermediate Level.

The ITIL V3 Intermediate has 2 streams namely the Lifecycle Stream and the Capabilities Stream. The Lifecycle Stream focuses on the specific Lifecycle phase, principles and processes while the Capability Stream are basically from V2 but broader in scope and process implementation

Intermediate Lifecycle Stream

• Service Strategy
• Service Design
• Service Transition
• Service Operation, and
• Continual Service Improvement.

Intermediate Capability Stream

• Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management
• Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management
• Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation
• Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.

So the question in mind now is which Stream should I take?
I guess you could start with the ones most relevant with your present work or with the areas you would like to expand your knowledge to. I could say IMO that the Capability Stream is much more enjoyable since they are most practical while the Lifecycle Stream is more of in the management aspects. Whether you'd go for the entire Lifecycle or Capability Stream is up to you or you could also have a combination of both. The Credit profiler could help you choose from the Expert Option routes available:

http://www.itil-officialsite.com/itilmapping/v2/map.asp

Btw, you'd be needing at least 22 points to become an ITIL V3 Expert Level. 2 points is awarded for the completion of the Foundation certification. 3 points is awarded per Lifecycle Module and 4 points is awarded for every Capability Module.

Next is what are the requirements to become eligible for an examination?

• ITIL V3 Foundation Certificate
• Completion of the training Module/s from an Accredited Training Organization (ATO) e-Learning included.
  

The exam type is 8 complex multiple choice and scenario based exam with a maximum of 120 minutes since the exam is not our native language.

So where do I look for an Accredited Training Organization here in the Philippines?
After some googling around, I found out that ouch! There is none here in the Philippines. I guess all of the training being offered around here is only for the Foundation Level. So its either you go out of the country to get a training OR via an e-Learning based on the syllabus.

With the e-Learning option, I came across Mountainview (http://www.mountainview.ca/) which offers accredited Distance eLearning and CBT (Computer Based Training). I have sent an inquiry and they said that the training with CBT would also make you eligible to take the exam. I guess I'll just take this path since its self-paced and would not requireme me to travel abroad just for a training.

Another site that I came across with is The Art of Service (http://theartofservice.com/). This has lots of reference materials and toolkits since as of current writing, there are only a handful of reference materials available for the V3 version.


"Now What?"

ITIL Foundation V3 Certification

Ok ok don't shoot me in the head just because I am a lazy blogger. Well, it has been some time since I've written anything here so I guess I'll just share with you another achievement that I have completed. This is the ITIL Foundation V3 Certification.

To put it simply, ITIL is one of the IT Service Management best practice. Coming from ITIL's official website - "ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by thousands of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme."

I prepared for this examination by using the following materials:

• ITIL v3 Foundations Exam Prep - Book
• Introduction to The ITIL Service Lifecycle ITIL Version 3
• ITIL Version 3 at a Glance: Information Quick Reference
• ITIL Infrastructure Library Foundation CBT Nuggets

Since it is not a requirement to take a formal training from an Accredited Training Organization, I had my preparations through self-studying.

I was very nervous to take the exam but it appeared to be fine the moment it started. The exam is all about memorization, analogy and taxonomy bloom. The key points for the exam are the following:

• Service Management as a practice
• The Service Lifecycle
• Generic Concepts and definitions
• Key Principles and Models
• Major Processes
• Minor Processes
• Functions
• Roles
• Technology and Architecture

The exam cost is $185 USD + 10% VAT wherein you need to have at least a rating of 65 to pass. I took my exam at Edupro Inc. (www.edupro.com.ph - where of course excellent trainors are) via Prometric. This training/examination center is also where I completed all my Microsoft Certifications by the way.

"Now What?"