1. ITIL: Service Transition Improving IT Implementations and Creating Value for our Customers Jeff Locke HP Education Services

2. ITIL Refresher

3. What does the following have in common? ITIL & “ the (Pirate) code is more what you'd call "guidelines" than actual rules” A best practice is a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field.

4. ITIL Version 2 Service Level Management Capacity Management Availability Management Financial Management Service Continuity Management Incident Management Problem Management Service Desk Configuration Management Release Management Service Management Service Delivery Service Support Change Management

6. Process Comparison V2 Processes V3 Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management

7. Process Comparison V3 Processes Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes

8. Access Management Operation Management Problem Management Request Fulfillment Incident Management Event Management Knowledge Management Service Validation and Testing Evaluation Release and Deployment Management Service Asset and Configuration Management Change Management Transition Planning and Support Supplier Management Information Security Management Service Continuity Management Availability Management Capacity Management Service Level Management Service Catalogue Management IT Financial Management Demand Management Service Portfolio Management Strategy Generation Service Improvement Service Reporting Service Measurement Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes

9. ITIL Version 3

10. ITIL Version 3 looks at the lifecycle of IT

16. Service Transition

21. Change Management — Activities Update change and configuration in CMS Initiator Requested Record the RFC Change Management Ready for evaluation Review the RFC Ready for decision Assess and evaluate change Change Management Scheduled Plan updates Change Management Implemented Co-ordinate change implementation* Closed Review and close change record Evaluation report Work orders Work orders Authorized Change Authority Authorize change Authorize change proposal Create RFC Change proposal (optional)

26. DML and CMDB relationship CMDB Information about the CIs Physical CIs DML Release Record Electronic CIs Build new Release Test new Release Implement new Release Distribute new Release to live locations © Crown Copyright 2007. Reproduced under licence from OGC.