Exclusive ITSM Manager Program ITIL V2 by Diymonde Chennai,Gurgaon,Mumbai

DIYmonde Solutions Inc. is renowned worldwide for the calibre of its ITIL (®) and ITSM
implementation, Consulting, Training and Publication.
The IT Infrastructure Library, ITIL (®), is a series of documents that are used to aid the implementation of
a framework for IT Service Management (ITSM). This framework defines how Service Management is
applied within specific organisations. Being a framework, it is completely customisable for application
within any type of business or organisation that has a reliance on IT infrastructure.
ITIL (®) has seen exponential growth in the Asian market over the past two years and IT organizations
around the globe are all facing the same fundamental challenges to make the value of IT transparent to
the business, to implement strategic themes to cope with market trends, and to become more predictable
in both the costs and the value creation. In response to these challenges many organizations are
successfully using the best practices of the IT Infrastructure Library (ITIL (®)as a way to "work smarter not
harder."
Information Managers and professionals are mindful that the adoption of the ITIL (®) Framework must be
justified in the language that is universally accepted by all organizations. That language is of course,
return on investment.
Although there is no set ITIL (®) cost model available there are a variety of ways to approach the
development of an ITIL (®) cost model.
One way is to consider each particular process area. For instance an ITIL (®) cost model for Change
Management would consider areas such as the costs of establishing a change committee, costs of
meetings, etc. against the benefits of reduced incidents due to well controlled changes.
Another ITIL (®) cost model approach would be to consider a group of closely coupled processes (e.g.
Change, Release and Configuration Management). This way the synergies of a multi-process approach
are higher and there is reduced duplication in areas like administration.
The release of the new version of ITIL (®) V3 brought with it an important change of emphasis, from an
operationally focused set of processes to a mature service management set of practice guidance.
It also brought a rationalization in the number of volumes included in the set, which now comprises the
following:
Service Strategy
Service Strategy deals with the strategic management approach in respect of IT Service Management;
strategic analysis, planning, positioning, and implementation relating to service models, strategies, and
strategic objectives. It provides guidance on leveraging service management capabilities to effectively
deliver value to customers and illustrate value for service providers.
The Service Strategy volume provides guidance on the design, development, and implementation of
service management, not only as an organizational capability, but also as a strategic asset. It provides
guidance on the principles underpinning the practice of service management to aid the development of
service management policies, guidelines, and processes across the ITIL (®) Service Lifecycle. Service
Strategy decisions have far-reaching consequences including those related to delayed effect.
Topics include the development of markets, internal and external, service assets, service catalog, and
implementation of strategy through the Service Lifecycle; setting objectives and expectations of
performance towards serving customers and market spaces, and to identify, select, and prioritize
opportunities. Assisting an organization to position itself to deal with the costs and risks associated with
its service portfolios, establishing both operational effectiveness and distinctive performance.
Service Design
Service Design translates strategic plans and objectives and creates the designs and specifications for
execution through service transition and operations. It provides guidance on combining infrastructure,
applications, systems, and processes, along with suppliers and partners, to present feasible service
offerings.
The Service Design volume provides guidance on the design and development of services and service
management processes. It includes design principles and methods for converting strategic objectives into
portfolios of services and service assets. Service Design is not limited to new services and includes the
changes and improvements required to maintain or increase value to customers over the lifecycle of
services, taking into account the continuity of services, conformance to standards and regulations and
achievement of service levels. It also provides guidance on the development of design capabilities for
service management.
Service Transition
Service Transition provides guidance on the service design and implementation, ensuring that the service
delivers the intended strategy and that it can be operated and maintained effectively.
The Service Transition volume provides guidance on the development and improvement of capabilities for
transitioning new and changed services into operations. Guidance is provided on how the requirements of
Service Strategy encoded in Service Design are effectively realized in Service Operation, whilst
controlling the risks of failure and disruption. It combines the processes in Release, Program and Risk
Management and sets them in the practical context of Service Management.
Service Transition provides guidance on managing the complexity of changes to services and service
management processes to prevent undesired consequences whilst permitting for innovation. It provides
guidance on transferring the control of services between customers and service providers.
Service Operation
Service Operation provides guidance on the management of a service through its day-to-day production
life. It also provides guidance on supporting operations by means of new models and architectures such
as shared services, utility computing, web services, and mobile commerce.
This volume presents practices in the management of service operations and includes guidance on
achieving efficiency and effectiveness in the delivery and support of services to ensure value for the
customer and the service provider. Service operations ultimately fulfill the strategic objectives, which
make it a critical capability. Guidance is provided on techniques to maintain service operations stability
whilst allowing for changes in design, scope, scale, and service levels.
Service Operation provides detailed guidelines on processes, methods, and tools in addressing the
proactive and reactive control perspectives. Managers and practitioners are provided with knowledge;
enabling them to make better informed decisions in areas such as managing the availability of services,
controlling demand, optimizing capacity utilization, scheduling of operations, and fixing problems.
Continual Service Improvement
Continual Service Improvement provides guidance on the measurement of service performance through
the service life-cycle, suggesting improvements to ensure that a service delivers the maximum benefit.
This volume provides guidance on creating and maintaining value for customers through improved
design, introduction, and operation of services. It combines principles, practices, and methods from
change management, quality management, and capability improvement to achieve incremental and
significant improvements in service quality, operational efficiency, and business continuity.
It provides guidance on linking improvement efforts and outcomes with service strategy, design, and
transition, focusing on increasing the efficiency, maximizing the effectiveness and optimizing the cost of
services and the underlying IT Service Management processes
So, what are the Business Benefits of V3?
• Improved use of IT investments
• Integration of business and IT value
• Portfolio driven service assets
• Clear demonstration of ROI and ROV
• Agile adaptation and flexible service models
• Performance and measures that are business value based
• IT Service Assets linked to business services
Whilst CIO’s will still care about achieving ‘operational excellence’ in order to deliver robust services to
the Business and its Customers…they all have to address:
• Unacceptable levels of Service availability
• Unclear and uncontrolled Service costs
• Inability to respond to changing Business needs
• Ineffective Service improvement Programmes
• Inconsistent reporting of Service performance
• Inability to react effectively to major Service Events or Crisis
• Perception of poor quality and inconsistent ways of working
• Unclear compliance against Software Licence Agreements
• Complex infrastructure and unclear end-to-end IT Services
In today’s worlds…they will also need to understand how to shape service strategies that create value for
Business and its Customers. The new Service Strategy volume deals with these ‘C-Level’ Business
concepts. For example:
• Defining Services; Defining Strategy;
• Value Networks, Value Creation and Value Capture;
• Market Spaces and Solution Spaces;
• Business and IT Service Management;
• Service Portfolios;
• Enterprise Architecture and Service Oriented Architecture;
• Types of Service Providers;
• The Business Case for building Service Assets and Service Management Capabilities;
• Measuring Service Performance.
We at DIYmonde has recognized the needs of its clients to be able to provide not only its core offering of
business process improvement& but also to be able to utilize the ITIL (®) framework of best practice
processes& which is fast becoming the de-facto standard for IT service management and is the
underpinning requirement for ISO20000. Our customer-focused approach delivers systems & processes
and people more closely aligned to the strategy and achievement of the objectives
As a specialist in ITSM education, DIYmonde Solutions Inc. also provides high-level workshops,
Simulations and Customized ITIL (®) training through out North America. We are also leading supplier of
end-to-end ITIL (®)-compliant solutions. This covers the complete area of training, consulting and service
management implementation services. Our accredited ITIL (®) training programs are easy-to-follow, rich
with real world examples, best practices knowledge, and focused discussions to successfully prepare
course participants for the internationally recognized ITIL (®) Certificate examination and its application in
real life situation afterwards. Our programs are comprehensive, by design, to exceed the boundaries of
the conventional and currently available ITSM/ITIL (®) training courses.
DIYmonde objective is to transfer the wealth of knowledge and know-how from our experienced
instructors to program participants and be your ITSM training organization of choice. Our commitment is
to assist our clients meeting their ITSM challenges through the provision of efficient and cost effective
ITSM/ITIL (®) and ISO 20000 Training Solutions.
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