ITIL Overview

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3 hours 49 minutes
Video Transcription
Welcome to the Idol framework. Updated course from Cyber Eri i G.
My name is Daniel Riley. I'm your subject matter expert on the Idol framework.
I've been studying and applying I t service management and specifically the Idol frame since 2013. That's about five years. I started off in Tier one and tear to tech support in a call center.
I moved on to being a developer and then up to a project manager finally into the Information Security Management Field. Now, in all of these positions in all of these different levels, I have found a use for idle to help me
manage and define. The service is for the companies that I was working for.
this course is structured so that each section of the framework is covered in two videos. The first video consists of the objectives and the processes that you'll use during that phase of the framework.
The second video focuses on the key performance indicators, how and what to measure
toe, understand the effectiveness of your idol implementation.
The final section of the course deals with the practical aspects of applying what you've learned here in the real world, where we all know things can get messy sometimes.
Let's start with a discussion of what is the idol framework and why do you want to use it?
The idol from Word defines best practices for delivering valuable service is these days. Most companies use some Fort of I T service as part of their delivery. This maybe software as a service infrastructure as a service, things like that
these service is need to be clearly defined, and that's what the Idol framework aims to do.
Um, it defines best practices to start maintain the service is now service oriented. I t management could be seen as sort of a philosophy which is oriented towards markets. Then service is it just consists of a life cycle and which is broken up into processes.
I know this is kind of based all on the plan to check actor mentality where and you plan what it is you would like to accomplish and what you need to do to accomplish those goals. You then set about accomplishing those goals in the dew
and along the way you make sure to check that what you're doing is having the effect that you thought it would
once you check, you act on that check. So if the things you're doing are achieving your goals, you may continue to do them. If your check reveals that the things you're doing or not, In fact, meeting your goals, you may choose to change courses. This is, of course, iterated. So once you
you start to re plan what your next set of objectives will be.
Now all of these plan do checked act cycles need to be focused on meeting client needs. That's what we mean when we say that the Idol framework is market focused. Your clients are the market, and the market will change their needs and your business needs to adapt to those.
Now we're going to explicitly define our service is which is better than having implicit Service is explicitly defined. Service's have service level agreements, they have documentation and they
they're clearly defined. Whereas implicit service's
are just kind of ad hoc, they're delivered as needed, not really structured.
All of these things are gonna be done in an iterative service life cycle, which I'll show you.
So this outer ring is our continual process. Improvement on service management
Bring this contains all of these sub processes now zooming to the center. What makes up the core of our service life cycle is our service strategy. This is going to be informed by our market needs. As we've said,
Ah, once we formed a strategy for our service will move into the service of design phase
in the service design fees were grabbed, gathering or requirements on our use cases for that service, and we're starting to structure the documentation.
Once we've got all of that settled will pass it on to our development and operations teams or DEV Ops, and we will begin the service transition phase. This is kind of the transition between a service design and the service operas operation or the idea of a service and the actual service
in the service transition favors is where you'll see a lot of
the software development lifecycle happened
finally in service operation were using the service that we've developed to actually meet client needs, and we're getting feedback from our clients as to their their opinions on that service.
We use that to inform our strategy going forward, we amputate our strategy based off of our feedback,
which starts a new generation with a new service design or a service design for an update.
Now, when you begin applying the idol framework, you may not have
AH, lot of service management defined, and at this level we call this a non existent implementation.
At this point, the service management ideals aren't really being applied. There aren't documented processes and things
at level one. This is an initial implementation.
At this implementation, you've started to define the process. Is there more ad hoc and disorganized? But at least people can agree on what the process is. Our
at level two, you have a repeatable implementation. This is where processes are intuitive and provide, in most cases, a deterministic and repeatable results. Now that's not always the case, but for a large number of cases, you want your results to be repeatable,
Once you have repeatable in measurable results, you'll start to move into us, called a defined himto implementation. This is where processes and documents provide standard procedures and clearly divine defined the results that you can expect to see from each phase.
Once you have those you of move into a managed implementation and managed implementations air. Really focused on the key performance indicators. This is where you begin to measure and analyze each phase of the framework.
You use that information to movinto level five. Level five is an optimized implementation in an optimized implementation. You're using your KP eyes from level for to inform your strategy and to move forward in an efficient and effective manner.
So in 2017 Axel owes, who are the owners of the Idol framework? Announced an update. Now the core of the out date is going to remain the same. So you don't have to worry about re learning a bunch of stuff. The ideas and processes are all going to stay the same there, just fleshing out
with more information about the practical
adoption of Idol. So what that means is, how does Idol work with your development operations group? How does I don't work with your continuous delivery system? A large focus is actually going to be placed in this class and in the update on cloud service is,
and how idol can be used with cloud service is,
to manage rapidly changing environments.
Now, if you've already been certified under the previous framework, that's okay. Your current certifications air going to still be recognized Under the new scheme, this goes back to the core elements remaining the same. It would be worth going and looking at the update and materials to see the new structures, though
if you're not currently certified and you are looking to get certified, there are several levels of certification which you might be interested in knowing about
at the foundation level. This
is the beginning exam. This shows a theoretical knowledge of the beginning levels of idle certification. From there, you move on to the practitioner or level. Once you take your theoretical knowledge from the foundation level and you start to apply it in your organization,
you become a practitioner.
After a year or so, you will have gained knowledge
to gain the practitioner level.
From there, you can move up to the intermediate level and now at the intermediate level, breaks into a modular framework.
At this level, the modules that you take will be directly related to the service organizations that you're in. So if your company provide software as a service, you will take a separate set of modules than if you are an infrastructure as a service company.
From there, you move up to the expert level. Um, the expert level has to show on demonstrate a knowledge of the idol scheme in its entirety
and that next level from that is the master level. Now, Master has to be able to demonstrate the knowledge of the idol scheme in its entirety as well. But they also must be able to explain and justify how they've personally selected and applied these in their own organizations.
With that, we've come to the end of our first video. I'd like to thank you for watching You can reach me on cyber ee dot i t user name is tartar. T w a r t e r.
Thank you for watching. I hope to see you at the next video.
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