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EXIN International
Regional Manager for Greater China: Sun ZP
Make IT to the top
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ITILITILITILITIL的发展历程的发展历程的发展历程的发展历程
ITIL V1 90年代初
ITIL V2 2001年
两大核心内容服务支持(Service Support)同服务提供
(Service Delivery)共包含了十个核心管理流程以及一
个职能
ISO20000 2005年12月
BS 15000 正式被纳入ISO国际标准–ISO 20000的诞生
ITIL V3 2007年6月
生命周期视角描述了IT服务管理
服务策略、服务设计、服务导入、服务运营以及持续性
服务改进
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
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ITIL Value chain
1.ITIL
2. Forum - itSMF
3.Publication
4.Certification
5.Training
6.Consulting
7.Tools & Application
Users
ITILTraining
Certification
Consulting
Tools
Forum Publication
Others
Best Practice of ITSM - ITIL ®
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ITILITILITILITIL版本版本版本版本2.02.02.02.0
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
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IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
ITILITILITILITIL版本版本版本版本3.03.03.03.0––––生命周期生命周期生命周期生命周期
服务策略 Strategy
服务设计 Design
服务导入 Transition
服务运营 Operation
持续性服务改进
Continual Service
Improvement
Strategy
Operation Transition
Design
Continual
Impro
veme
nt
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行业协会行业协会行业协会行业协会
•tSMF – it Service Management Forum IT服务管理服务管理服务管理服务管理
论坛论坛论坛论坛
•itSMF宗旨宗旨宗旨宗旨：：：：通过独立通过独立通过独立通过独立，，，，透明以及非盈利性的知识平透明以及非盈利性的知识平透明以及非盈利性的知识平透明以及非盈利性的知识平
台在全球推广台在全球推广台在全球推广台在全球推广IT服务管理的普及和应用服务管理的普及和应用服务管理的普及和应用服务管理的普及和应用
•itSMF 在全球在全球在全球在全球47个国家和地区设立了分会个国家和地区设立了分会个国家和地区设立了分会个国家和地区设立了分会
•ItSMF 分会的构成以及其运营模式分会的构成以及其运营模式分会的构成以及其运营模式分会的构成以及其运营模式
•itSMF 在大中华地区的发展在大中华地区的发展在大中华地区的发展在大中华地区的发展
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
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OGC ITILv2.0出版物出版物出版物出版物
英国商务部英国商务部英国商务部英国商务部(OGC)出版机构出版机构出版机构出版机构TSO – The Stationary Office
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
Service Support Service Delivery Application Mgt ICT Infrastructure Mgt Planning to implement Service Mgt
Software Asset Mgt Business Perspective1 Business Perspective2 Security Mgt Introduction to ITIL
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OGC ITILv3.0出版物出版物出版物出版物
英国商务部英国商务部英国商务部英国商务部(OGC)出版机构出版机构出版机构出版机构TSO – The Stationary Office
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
《《《《服务策略服务策略服务策略服务策略》》》》（（（（Service Strategy）））） 《《《《服务设计服务设计服务设计服务设计》》》》（（（（Service Design）））） 《《《《服务导入服务导入服务导入服务导入》》》》（（（（Service Transition）））） 《《《《服务运营服务运营服务运营服务运营》》》》（（（（Service Operation）））） 《《《《持续性服务改进持续性服务改进持续性服务改进持续性服务改进》》》》（（（（Continuous Service Improvement））））
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itSMF 国际出版物国际出版物国际出版物国际出版物
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
ITIL
Foundation
Frameworks Six Sigma Metrics Service
AgreementISO/IEC
20000
Project
Prince2
Security
ISO27001
Governance
Cobit
ALS Programme MOF
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联合北京清华大学出版社翻译出版联合北京清华大学出版社翻译出版联合北京清华大学出版社翻译出版联合北京清华大学出版社翻译出版IT服务服务服务服务
管理书库系列管理书库系列管理书库系列管理书库系列
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
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认证考试认证考试认证考试认证考试 V2.0
•ITIL Foundation : IT服务管理基础认证考试服务管理基础认证考试服务管理基础认证考试服务管理基础认证考试
•ITIL Practitioner: IT服务管理从业者认证考试服务管理从业者认证考试服务管理从业者认证考试服务管理从业者认证考试
•ITIL Service Manager: IT服务经理认证考试服务经理认证考试服务经理认证考试服务经理认证考试
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
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认证考试认证考试认证考试认证考试 V2.0
IT服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践服务管理全球最佳实践 - ITIL ®
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0
20000
40000
60000
80000
100000
120000
140000
160000
180000
19
93
- 2
00
0
20
01
20
02
20
03
20
04
20
05
20
06
20
07
EXIN Exams for ITIL® IT Service Management Foundation
EXIN Introduces ITIL Foundation Certificate
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EXIN Exams for ITIL® Practitioners &IT Service Manager
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
1993
1995
1997
1999
2001
2003
2005
2007
EXIN Introduces ITIL Clustered
Practitioners
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EXIN/exams for ITIL® previous years
0%
20%
40%
60%
80%
100%
1993 1995 1997 1999 2001 2003 2005 2007
Foundation Practitioner Manager
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EXIN/ ITIL® 1993 - 2006
335,639
23,19415,481
Foundation Practitioner Manager
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Total number of EXIN exams in 2007
• The Netherlands : 20.000
• International : 174.000
• Total number of exams : 194.000
Total Number of ITIL exmas
1993- 2007: more than 570.000
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Number of EXIN exams per region 2007
America North
24%
America South
5%
Asia
25%
Europe West
36%
Europe East
2%South Pacific
5%
Middle East
1%
Africa South
1%
Africa North
1%
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19
Number of ITIL® Foundation exams per
region 2007 (June – December)
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% of ITIL® Foundation exams per region 2007
(January – December)
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21
Number of ITIL® Foundation exams per
region 2008 (January – June)
22
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22
% of ITIL® Foundation exams per region 2008
(January – June)
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Trend
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
2007-
06
2007-
07
2007-
08
2007-
09
2007-
10
2007-
11
2007-
12
2008-
01
2008-
02
2008-
03
2008-
04
2008-
05
2008-
06
Month
# o
f exam
s
v2 Foundation v3 Foundation totals
Trend on ITIL® Foundation exams
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IT服务管理考试全球平均通过率服务管理考试全球平均通过率服务管理考试全球平均通过率服务管理考试全球平均通过率Pass Rate
• Foundation v2 : 89%
• Foundation v3 : 81%
• Practitioner : 76%
• Service Support : 62%
• Service Delivery : 59%
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51704311320012063299981667共计共计共计共计
8188476892043818242台湾台湾台湾台湾
111910285422531094348410香港香港香港香港
3233243619697491823831215中国中国中国中国
200720062005200420032002200120001999
大中华地区大中华地区大中华地区大中华地区ITIL考试数量考试数量考试数量考试数量1993-2007
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ITILITIL®® V2V2
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Work InstructionWork Instruction Process executionProcess execution StrategicStrategicProcess controlProcess control
MOFMOF
ITIL v2ITIL v2
ITIL v3ITIL v3 ITIL v3ITIL v3
ISO/IEC 17799 ISO/IEC 17799 –– ISO 27001ISO 27001
COBITCOBIT
CoSOCoSO
TMapTMap
Prince2Prince2
MSPMSP
ASLASL ASLASL
ISO/IEC 20000ISO/IEC 20000
ITILITIL®® V2V2
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Foundation Certificate in IT Service Management guarantees your understanding of the basic terms, concepts, and relationships between ITIL processes.
With the Practitioner Certificate in IT Service Management you have proven abilities in the specialized and practical aspects of one of the clustered ITIL processes.
The Manager's Certificate in IT Service Management provides you with internationally recognized credentials that show you have clearly demonstrated your ability to implement and manage the overall IT Service provision.
ITILITIL®® V2V2
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ITILITIL®® V3V3
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Work InstructionWork Instruction Process executionProcess execution StrategicStrategicProcess controlProcess control
MOFMOF
ITIL v2ITIL v2
ITIL v3ITIL v3 ITIL v3ITIL v3
ISO/IEC 17799 ISO/IEC 17799 –– ISO 27001ISO 27001
COBITCOBIT
CoSOCoSO
TMapTMap
Prince2Prince2
MSPMSP
ASLASL ASLASL
ISO/IEC 20000ISO/IEC 20000
ITILITIL®® V3V3
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ITIL® V2 & V3 Credit Assignment
ITIL Expert: Achievement (22pts)ITIL Expert: Achievement (22pts)
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ISO 20000ISO 20000
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Work InstructionWork Instruction Process executionProcess execution StrategicStrategicProcess controlProcess control
MOFMOF
ITIL v2ITIL v2
ITIL v3ITIL v3 ITIL v3ITIL v3
ISO/IEC 17799 ISO/IEC 17799 –– ISO 27001ISO 27001
COBITCOBIT
CoSOCoSO
TMapTMap
Prince2Prince2
MSPMSP
ASLASL ASLASL
ISO/IEC 20000ISO/IEC 20000
ISO 20000ISO 20000
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ISO/IEC 20000ISO/IEC 20000
International Quality Standard for IT Service International Quality Standard for IT Service
ManagementManagement
Providing guidance for the improvement of IT Providing guidance for the improvement of IT
Services and ITSM processesServices and ITSM processes
Focusing on constant improvement of services Focusing on constant improvement of services
and processesand processes
Assessing the quality of the IT Service provisionAssessing the quality of the IT Service provision
Certification of IT Service providersCertification of IT Service providers
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Professional’s Level
Auditing TrackManagement Track
Support of IT Services
Control of IT Services
Management and
improvement of IT
Services
Delivery of IT Services
Alignment of Business and IT
Manager/Consultant’sCertificate
according to ISO/IEC 20000
Internal Auditor’sCertificate
according to ISO/IEC 20000
Senior Manager/Consultant’s Certificate
according to ISO/IEC 20000
Lead Auditor’sCertificate
according to ISO/IEC 20000
Foundation Certificate
according to ISO/IEC 20000
Foundation Level
filtere
d
filtere
d
ISO/IEC 20000 certificationISO/IEC 20000 certification
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Why ISO/IEC 20000?
Because it is …
• An international, independent Quality Standard
• Specifies the practical procedures an organization should follow to improve the quality of its IT Service Management processes
• Achievable and certifiable
• Used for Government and Companies as proof of quality for providers entering tenders
• Part of the bigger management system scope (ISO 9000, ISO 27000, ISO 14000, etc.)
• Related to successful Best Practices such as ITIL®, MOF, COBIT, ISO 9000, CMMI and ASL
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ISO/IEC 20000
Planning and implementing new or changed services
Planning and implementing service management
Requirements for a management system
Service Delivery Processes
Service level ManagementCapacity ManagementInformation Security
Management
Service Continuity and Availability Management
Budgeting and Accounting for
IT services
Service Reporting
Release
Process
Release Management
Relationship
Process
Business Relationship Management
Supplier Management
Resolution
ProcessesIncident Management
Problem Management
Control Processes
Change Management
Configuration Management
IT S
ervic
e M
anag
emen
t
bes
t pra
ctic
es
ISO
9000
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The new building for IT Service Management
ISO/IEC 20000IT
IL®
MO
F
CO
BIT
ISO
900
0
CM
MI
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39IT OperationIT Operation
GovernanceGovernance
Governance ITGovernance IT
Servic
e M
anagem
ent
Servic
e M
anagem
ent
Application D
evelo
pm
ent
Application D
evelo
pm
ent
IT S
ecurity
IT S
ecurity
Proje
ct M
anagem
ent
Proje
ct M
anagem
ent
IT P
lannin
gIT P
lannin
g
Quality
Syste
mQ
uality
Syste
m
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ClassificationClassification
Models of quality Models of quality and control:and control:
••ISO 9000ISO 9000
••ISO 20000ISO 20000
••COBITCOBIT
••COSOCOSO
••TQMTQM
••EFQMEFQM
••Six SigmaSix Sigma
••TMapTMap
••ISO 27001ISO 27001
Framework of Framework of processes:processes:
••ITILITIL®® (v2 e v3)(v2 e v3)
••ASLASL
••MOFMOF
••BiSLBiSL
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ITIL and other certificationsITIL and other certifications
Work InstructionWork Instruction Process executionProcess execution StrategyStrategyProcess controlProcess control
MOFMOF
ITIL v2ITIL v2
ITIL v3ITIL v3 ITIL v3ITIL v3
ISO/IEC 17799 ISO/IEC 17799 –– ISO 27001ISO 27001
COBITCOBIT
CoSOCoSO
TMapTMap
Prince2Prince2
MSPMSP
ASLASL ASLASL
ISO/IEC 20000ISO/IEC 20000
Fonte: ISACA ampliato da A. Praitano
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The value of the certificationsThe value of the certifications
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Respondents regional representation
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Survey Results - The perceived benefits of ITIL® V2 & V3
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Survey Results - The perceived benefits of ITIL® V2 & V3
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Survey Results - How long does the market want ITIL® V2 to stay?
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Survey Conclusions
•Almost half of the people would like to see ITIL® V2 remain coexisting
peacefully with ITIL® V3 in the long term. Less than 5% of the survey
participants think ITIL® V2 certification should be stopped at this moment.
•Almost 70% of the trainers and consultants argue that their customers
still ask for ITIL® V2 certification and a cross check with the users
confirms this demand. The main reasons given for the continuing demand for ITIL® V2 certifications are good experience with V2, the
proven track record of V2 and the fact that no new, additional
investments in an updated version of a framework have to be made.
•Trainers/consultants that currently sell or advise on ITIL® V3, mainly
state that they do so because V3 is the latest version, the evolution of
V2 but also because they are uncertain how much longer ITIL® V2 certification will remain available to the public.
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Prove your competencies: get certified
• Proven quality of your IT staff to show all
your customers
• Strengthen skills & improve job
performance
• Stay competitive
• Better use of human resources
• Measuring the effectiveness of
training programs
Independent certificates: quality assured
Thank you for Thank you for Thank you for Thank you for your attention!your attention!your attention!your attention!
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