A major revision to the ITIL framework, ITIL 4, is coming out on February 28th. We're here to give you the latest and greatest details, including: what's changing, what's not, what the new certification path will look like, and when courses will become available. We will also leave lots of time to answer all of your burning questions. Join us for this informational session!
Key takeaways for attendees:
• Comparison of ITIL v3 versus ITIL 4
• Overview of how ITIL integrates with Agile, DevOps, and Lean
• Discussion on how to leverage the new concepts
3. HDI
Capital Area
Officers
Bill Liberti, President
LaTonya Morgan, VP Programs
Monica Morrison, VP Program Logistics
Christie Shell, VP Membership
Kristin Ekanger, VP Finance
Erica Hanna, VP of Communications
NJ Robinson, VP Sponsorship
Cecil Spence, Secretary
Travis Johnson, AVP Membership
Ed Solis, AVP Finance
Lee Weekley, Chapter Advisor
Sandy Seroskie, Chapter Advisor
Virginia Scuderi, Leadership Council
4. HDI Local Chapter Membership 2019
Watch for news on becoming a member of
our local chapter!
5. What’s Hot at HDI: Open Community
Welcome to the New HDI Community!
Have you heard? The HDI membership community is now complimentary! If you haven’t
joined yet, what are you waiting for? For ZERO dollars, you gain access to:
✓ HDIConnect – Check out the new look and features!
✓ Practices & Salary Reports
✓ Monthly research, toolkits and trend reports
✓ Additional discounts to events and training
✓ Also be sure to learn more about HDI’s Local Chapter network and membership!
ThinkHDI.com/community
*All paid members will continue to receive access to their benefits,
like member-only discounts, until your membership expires.
6. What’s Hot at HDI: Events!
Upcoming HDI Conferences
• HDI Conference & Expo ⎹ April 7-12, 2019 ⎹ Orlando, FL – Omni Rosen ⎹ Register at www.HDIConference.com
– Reminder: Current HDI Members still receive their $200 discount
– Paid Local Chapter Members receive a $150 discount and their local chapter receives $50 for your
registration! Contact your local chapter for the registration code.
– Announcing keynote speaker: Robert Van Winkle, a.k.a Vanilla Ice! Learn about his ultimate evolution, and
yes, he will be performing at the conference party!
• Service Management World⎹ Save the date: October 15-17, 2019 ⎹ Orlando, FL – Championsgate⎹
www.smworld.com
7. What’s Hot at HDI: Webinars!
Upcoming HDI Webinars
• Wednesday, February 27, 2019 • 1:00pm–2:00 pm ET
– What Service Desk and Support Center Managers Should Know About AI
– Speakers: Stephen Mann, Roy Atkinson and Akhil Sahai
8. What’s Hot at HDI: Training!
HDI Training
• Start the year out by investing in you and your team!
• Visit ThinkHDI.com to view HDI’s current training schedule
• Current HDI Members received a $100 discount on public, virtual
training, and pre-conference training
• Paid HDI Local Chapter Members receive a 5% discount on all
registration based training
• The local chapter for these paid members receives $50 for every
public, virtual or pre-conference registrant and $25 for every online
training registrant
• Be sure to use your local chapter code!
9. • Support Center Analyst (SCA) and Customer Service Representative (CSR):
Update Now Live!
• NEW – Desktop & Advanced Support Technician: Completely updated to focus on the
emerging/transitioning role of desktop and advanced tiers/levels. (Virtual & Public
Release – end of February)
• Technical Support Professional: NEW & Adding Certification: Advanced Trouble Shooting
and Problem Solving: Q2 Release
• Service Management Portfolio: Added Service Management Optimization (SMO) Course,
Incident, Change, Service Level, ITIL 4 – Plus Consulting!
• Coaching Course: Updated Coaching Course coming soon
• Support Center Strategy: Updated Course coming soon
• Director/Manager/Team Lead Courses: Undergoing revisions in 2019
What’s Hot at HDI:
New Courses & Capabilities
10. Agenda
12:00 noon to 12:30 PM –
Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM –
Survey, Prize Drawing
2:00 PM – Meeting Ends
11. HDI Local Area Chapter’s
Next Event:
Next Stop Quality:
5 Steps to Increasing Service Desk
Effectiveness
Beyond 20 | March 22nd, 2019 | 12:00 – 2:00PM
Monica Morrison and LaTonya Morgan
12. Today’s
Program
What’s New and
Changing with ITIL 4!
A major revision to the ITIL framework, ITIL 4, is coming
out on February 28th. We're here to give you the latest
and greatest details, including: what's changing, what's
not, what the new certification path will look like, and
when courses will become available. We will also leave
lots of time to answer all of your burning questions. Join
us for this informational session!
Key takeaways for attendees:
> Comparison of ITIL v3 versus ITIL 4
> Overview of how ITIL integrates with Agile, DevOps,
and Lean
> Discussion on how to leverage the new concepts
16. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
• ITIL 4 is an evolution, not a replacement
• Everything from ITIL v3 is still relevant
• ITIL v3 will be sunsetted in 2020
• ITIL 4 Foundation – February 28th
• ITIL Advanced courses – Q3/Q4
What’s Changing and When
18. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
ITIL 4 Certification Path
ITIL® Master
ITIL® Managing Professional (MP)
ITIL®
Specialist
Create,
Deliver, &
Support
ITIL®
Specialist
Drive
Stakeholder
Value
ITIL®
Specialist
High
Velocity IT
ITIL®
Strategist
Direct, Plan,
and Improve
ITIL® Strategic Leader
(SL)
ITIL®
Strategist
Direct, Plan,
and Improve
ITIL® Leader
Digital & IT
Strategy
ITIL® Foundation
20. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
• Understanding and delivering customer value
– ServiceValue System
• Going beyond processes to practices
• ITIL’s Guiding Principles
• Agile, Lean, and DevOps integration
What’s New
22. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
ITIL’s Guiding Principles
Focus onValue
Keep it Simple and
Practical
Collaborate and
PromoteVisibility
Think andWork Holistically
StartWhereYou Are
Progress Iteratively with
Feedback
Optimize and Automate
23. Copyright 2019 Beyond20, LLC, All Rights Reserved
ServiceValue Chain
“A set of interconnected activities that an
organization performs to deliver a valuable
product or services to its consumers and
to facilitate value realization”
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General Management Practices
General management
practices have been
adopted/adapted for
service management
from general business
management domains.
• Architecture Management
• Continual Improvement
• Information Security Management
• Knowledge Management
• Measurement and Reporting
• Organizational Change Management
• Portfolio Management
• Project Management
• Relationship Management
• Risk Management
• Service Financial Management
25. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
Service Management Practices
Service management
practices have been
developed in service
management and ITSM
industries.
• Availability management
• Business analysis
• Capacity and performance management
• Change control
• Incident management
• IT asset management
• Monitoring and event management
• Problem management
• Release management
• Service catalog management
• Service configuration management
• Service continuity management
• Service design
• Service desk
• Service level management
• Service request management
• Service validation and testing
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Technical Management Practices
Technical management
practices have been
adapted from technology
management domains for
service management
purposes by expanding or
shifting their focus from
technology solutions to IT
services
• Deployment Management
• Infrastructure and Platform
Management
• Software Development and
Management
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• To capture demand for incident resolution and
service requests
– It should also be the entry point and single point
of contact for the service provider with all of its
users
Service Desk
PURPOSE
Service Desk Module 5: ITIL Service Management Practices
28. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
Service Desk
Service Desk Module 5: ITIL Service Management Practices
Service Desk
Excellent
customer
service skills
Effective
communication
Incident
analysis and
prioritization
Understand
business
priority
Emotional
intelligence
Empathy
29. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
Service Desk
Service Desk Module 5: ITIL Service Management Practices
Supporting technologies for a centralized service desk
Intelligent telephony systems
Workforce management/
resource planning systems
Call recording and quality
control
Dashboard and monitoring
tools
Workflow systems
Remote access tools
Knowledge base
Configuration management
systems
A virtual service desk allows agents to work from multiple, geographically-dispersed
locations. It requires more sophisticated technology, allowing access from multiple
locations and complex routing and escalation.
30. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
Service Desk
Service Desk Module 5: ITIL Service Management Practices
Service
Desk
Access
Channels
Phone calls
Service
portals and
mobile
applications
Live chat and
chatbots
Email
Text and social
media
messaging
Public and
corporate
discussion
forms
Walk-in
service desks
31. Copyright 2019 Beyond20, LLC, All Rights ReservedCopyright 2019 Beyond20, LLC, All Rights Reserved
Service Desk
Service Desk Module 5: ITIL Service Management Practices
With increased automation and the gradual removal of technical debt,
the focus of the service desk is to provide support for ‘people and
business’ rather than simply technical issues.
Major influence on user
experience and how the service
provider is perceived by users
The service desk can focus on
excellent customer experience
when personal contact is needed
Practical understanding of the
wider organization – the
empathetic link between the
service provider and users
Support and development teams
need to work in close
collaboration with the service
desk
