Professional Documents
Culture Documents
David Pultorak
President
Fox IT, LLC
PMI-ISSIG Webinar
Thursday May 20, 2004
What we will cover
Introduction to ITIL
Why and how organizations are adopting ITIL
Mapping ITIL to the PMBOK
Getting started with ITIL
Adopters
Consulting
User Group
Services
ITIL
Publications
Training &
Resources
Certification
Tools
Bi-monthly magazine – Service Talk
Website – www.itsmf.com itSMF
©2004 Fox IT, LLC. All rights reserved.
11
ITIL-Related Resources
Web links
Job aids
Service Management publications
Associations and conferences
Whitepapers and operations guides
Education and consulting services,
product information
Process assessments
Strategic consulting
Implementation consulting
Managed services
Technology implementations
Introduction to ITIL
► Why and how organizations are adopting ITIL
Mapping ITIL to the PMBOK
Getting started with ITIL
©2004 Fox IT, LLC. All rights reserved. © 2004 Fox IT, LLC. All rights reserved.
18
What IT Organizations Are Doing With ITIL*
CORPORATE
GOVERNMENT
Procter & Gamble
US Army
Capital One
US Navy
Boeing
IRS
British Petroleum
SUPPORT SOFTWARE
MAJOR SOFTWARE
CA
Microsoft
Remedy
HP
BMC
Introduction to ITIL
Why and how organizations are adopting ITIL
► Mapping ITIL to the PMBOK
Getting started with ITIL
Project Management
► “The application of knowledge, skills, tools, and
techniques to project activities in order to meet or
exceed stakeholder needs and expectations”
► Focus is projects: “temporary endeavor undertaken to
create a unique product or service” - PMBOK guide 2000
IT Service Management
► Ensuring live IT services are, “matched to user and
business needs as they evolve”
► Focus is operations: ongoing and repetitive
Both provide, for their domain:
► Body of Knowledge and code of best practice
► Common framework for management practices
► Common view of how management processes interact
©2004 Fox IT, LLC. All rights reserved.
23
ITIL and the PMBOK - Compared
Techniques
► ITIL and the PMBOK share techniques and tools, and
each features tools useful in the other’s domain
► Both espouse tools and techniques created elsewhere
Certification
► Both have introductory and advanced certifications
(CAPM/Foundations, PMP/Managers)
► ITIL includes intermediate (Practitioners) as well
► PMI certifications have strong education/experience
requirements, unlike ITIL certifications
Integration Subordinated
Scope Subordinated
Cost Financial Management for IT Services
Time Subordinated; Incident, problem, Change, Release
Human Resources Subordinated; especially covered in Service Desk
Communications Subordinated; coverage in Planning to Implement
Quality Quality approach and standards
Procurement Not covered; supplier management similar
Risk Subordinated
Introduction to ITIL
Why and how organizations are adopting ITIL
Mapping ITIL to the PMBOK
► Getting started with ITIL
Adopters
Consulting
User Group
Services
ITIL
Publications
Training &
Resources
Certification
Tools
Service Support
Other publications:
Service Delivery itSMF ITIL Pocket Guide –
ITIL Service Support and
Infrastructure Management Delivery in capsule form
Websites
Job aids
Service Management publications
Associations and conferences
Whitepapers and operations guides
Professional services and specialized products
Introduction to ITIL
Why and how organizations are adopting ITIL
Mapping ITIL to the PMBOK
Getting started with ITIL
IT Service Management
► http://us.foxit.net/about_service_management
ITIL
► http://www.itil.co.uk
MOF
► http://www.microsoft.com/mof
HP ITSM Reference Model
► http://www.hp.com/hps/itsm
Service Management Tools
► http://tools.itsmportal.net/
IT Service Management Forum (itSMF) USA
► www.itsmf.net
David Pultorak
President
Fox IT, LLC
9335 Stenton Avenue
Suite 100
Erdenheim, PA 19038
(215) 233-1205
david.pultorak@foxit.net
http://us.foxit.net