The document provides information about ITSM Academy, an accredited education provider for ITSM certifications and training. It discusses ITSM Academy's certification courses, workshops, and instructor-led virtual and on-site training options. The agenda outlines that experts Jayne Groll and Donna Knapp will answer audience questions about topics like SLAs, problem management, release and deployment management, and more.

1. Welcome!
Ask the Experts
#askitsm
@ITSMAcademy
@ITSM_Lisa
Jayne Groll Donna Knapp
@ITSM_Jayne @ITSM_Donna
© ITSM Academy

2. About ITSM Academy
 Accredited Education  Since 2003 - Tens of Thousands
 Certified Process Design Engineer (CPDE) Trained and Certified
 ITIL® Foundation  ITSM Professional Diplomas
 ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM
 ITIL Lifecycle (SS|SD|ST|SO|CSI)  Public Classes throughout U.S.
 ITIL Managing Across the Lifecycle (MALC)
 Corporate On-Site Classes
 ISO/IEC 20000 Foundation & Bridge
 Virtual Classes
 MOF Foundation
 Courseware Licensing
 Practical, Value-Add Workshops  Corporate & Partner (GEM)
 Building Blocks, Roles, Service Catalog, etc.
 Alumni Program
 ITIL, MOF, ISO 20K Overviews
 PMI Global Education Provider
 Apollo 13, Visible Ops: The Class
 And more!  Certified Woman-Owned
ITIL® is a Registered Trade Mark of the Cabinet Office.
© ITSM Academy 2
Welcome!

3. Agenda
 You ask…
 We answer…
 Let’s discuss…
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© ITSM Academy

4. About Today’s Experts – Jayne Groll
 Co-founder and President of ITSM Academy
 ITIL Expert, Service Manager and ISO 20K
Consultant/Manager, CPDE
 Over 20 years as an IT Manager/Director
 Instructor and curriculum developer
 Co-founder of South Florida LIG, ISO 20K
SIG, ATCTA
Jayne Groll  ITIL Qualification Board/ATO Sub-Group
@ITSM_Jayne representative
© ITSM Academy 4

5. About Today’s Experts – Donna Knapp
 Instructor/Curriculum Development Manager
 Certifications
 ITIL Expert
 ITIL Service Manager
 ISO/IEC 20000 Consultant
 Certified Process Design Engineer
 ITIL Examination Panel
 Author
 The ITSM Process Design Guide Donna Knapp
 A Guide to Service Desk Concepts @ITSM_Donna
 Customer Service Skills for the Service Desk Professional
© ITSM Academy 5

6. SLAs, OLA, Contracts
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© ITSM Academy

7. Service Relationships and Dependencies
Business Unit A Business Unit B Business Unit C
3 6 9
Business 2 Business 5 Business 8 Customers
process 1 process 4 process 7
B C Service
IT Services Service A SLAs Provider
Infrastructure
System System
DBMS Networks Environment Data Applications
H/W S/W
Supporting
OLAs services
Teams Supporting
services Contracts
(iii)
(ii) Suppliers
Support
team (i)
(iii)
(ii)
Supplier (i)
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
© ITSM Academy 7 ITIL Text – SD 3.4

8. Problem Management
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9. Problem Models
Many problems will be unique and require individual handling.
Problem Models can be Problem Models
created for problems based on
 Steps to be taken
 Recurring Incidents  Sequence of actions
 Dormant problems  Responsibilities
 Underlying problems  Timescales and thresholds
 Known errors under investigation  Escalation procedures
 Steps to preserve evidence
Errors detected in development that are knowingly released into
production, together with workarounds and resolution activities, are
logged as known errors.
© ITSM Academy 9 ITIL Text - SO 4.4.4.2

10. Release and Deployment
Management
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© ITSM Academy

11. Four Phases of Release and Deployment
Management
Change Management
Auth Auth Auth Auth Auth
Auth Auth
Authorize Authorize Post-
Release Authorize Authorize Deployment, Transfer, implementation
Planning Build and Test Check-in to DML Retirement Review
Release and Release Review and
Deployment Build and Deployment Close
Planning Test
Deployment
Release and Deployment Management
requires authorization from Change
Management at various stages in the Transfer
release lifecycle.
Retirement
© ITSM Academy 11 ITIL Text - ST 4.4.5

12. Configuration Management
System Roles
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© ITSM Academy

13. Service Knowledge Management System Support for
Tools and databases used to manage knowledge and Decisions
information; includes the Service Portfolio, CMS, data,
information and knowledge sources (e.g., DML, AMIS, CMIS,
SCMIS, KEDB, CSI Register, plans, procedures, forums) Support for
Service Delivery
Configuration Management System
Tools and databases used to manage configuration
data and related information (e.g., incidents, problems,
known errors, changes, releases and people)
Configuration Management Database(s)
Database(s) used to store configuration records
throughout their lifecycle. Configuration records store
attributes of CIs and relationships with other CIs
Data is gathered within CMDB(s), feeds through the CMS into the SKMS,
and supports informed decision-making and the delivery of IT services.
© ITSM Academy 13 ITIL Text - ST 4.7.4.3

14. Organizational Change
Management
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15. Organizational Change Management
Service
Strategy Feedback
Education and Training
Lessons Learned
Output Service
Design
Motivation
Feedback
Lessons Learned
Output Service
Transition
Output Service
Operation
Continual Service Improvement
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
© ITSM Academy
Communication and Preparation 15

16. Adopt and Adapt
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17. A rose by any other name…
Having said that…
© ITSM Academy 17

18. Templates
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19. Template Sources
 www.itsmacademy.com
click on Process Templates – Fast Finds on
the right hand side
 office.microsoft.com/en-us/templates
 www.projectmanagementdocs.com
 www.project-documents.com
 www.docstoc.com
 www.isixsigma.com/tools-templates
© ITSM Academy 19

20. Certification
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© ITSM Academy

21. Want to Learn More?
Master
Certified Process
ISO/IEC 20000 ITIL Design Engineer
Foundation Expert (CPDE)
Complementary Course
5 credits Complementary Course
1 credit 1.5 credits
Managing Across the Lifecycle (MALC)
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
2 credits © ITSM Academy 2008
Foundation
© ITSM Academy 21

22. ISO/IEC 20000 Qualification Scheme
You are
here
© ITSM Academy 22

23. Questions?
© ITSM Academy 23

24. Visible OPS
Certified Process
Design Engineer (CPDE) ITIL SOA
ITIL at the Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Strategy
ITIL Service Transition Overview
ITIL Service Operation Service Transition
Overview
ITIL Continual
Service Improvement Service Operation
Overview
ITIL
ITSM Roles
Foundation
and Responsibilities
ISO/IEC 20000
Foundation
ISO/IEC 20000
Apollo 13 Simulation Foundation Bridge
MOF
Foundation
Customer Service
ITIL Executive Overview
Excellence
ITIL Overview
Building Blocks of
Process Design ISO/IEC 20000 Overview
Solid colored boxes represent accredited certification courses.
Grey boxes represent non-certification courses including workshops and simulations.

25. ITSM Academy Affiliates
© ITSM Academy, v2 October 2011 25

26. ITIL 2011
© ITSM Academy ITIL® is a Registered Trade Mark of the Cabinet Office.

27. ISO/IEC 20000
Service Delivery Processes
Capacity Service Level Information Security
Management Management Management
Service Continuity Service Reporting Budgeting and
and Availability Accounting for Services
Management
Control Processes
Change Management
Configuration Management
Release and Deployment Management
Resolution Processes Relationship Processes
Incident Management Business Relationship
Problem Management Management
Supplier Management
© ITSM Academy 27