ITIL Services Offered by Firefly Simulations

One of Firefly’s offerings include ITIL® (information Technology Infrastructure Library) the worldwide de facto best-practice framework for IT Service Management. ITIL® was developed by the CCTA Office of Government Commerce (OGC) who was previously known as CCTA in the mid 1980’s. We recognise the value of best-practice guidance, which could be applied generally to the business of IT Service Management.
Successful implementation and management of IT requires a balanced focus over three critical elements - People, Process and Technology.

Firefly offer assessments, consulting as well as certified training for ITIL®.

ITIL®v3 guides describe and define key processes for the managing of IT services through the following frameworks;

Service Strategy focuses on the identification of market opportunities for which services could be developed in order to meet a requirement on the part of internal or external customers. The output is a strategy for the design, implementation, maintenance and continual improvement of the service as an organizational capability and a strategic asset. Key areas of this volume are Service Portfolio Management and Financial Management.
This framework includes;
   · Strategy and value planning
   · Roles and responsibilities
   · Planning and implementing of service strategies
   · Business planning and IT strategy linkage
   · Challenges, risks and critical success factors

Service Design focuses on the activities that take place in order to develop the strategy into a design document which addresses all aspects of the proposed service, as well as the processes intended to support it. Key areas of this volume are Availability Management, Capacity Management, Continuity Management and Security Management.
While embracing outsourcing, insourcing and co-sourcing this framework includes;
   · The service life cycle
   · Roles and responsibilities
   · Service design objectives and elements
   · Selecting the appropriate model
   · Cost model
   · Benefit and risk analysis
   · Implementation
   · Measurement and control
   · CSF’s and risks

Service Transition focuses on the implementation of the output of the service design activities and the creation of a production service or modification of an existing service. There is an area of overlap between Service Transition and Service Operation. Key areas of this volume are Change Management, Release Management, Configuration Management and Service Knowledge Management.
This framework covers how to create a transition strategy from a service design and transfer it into production or business environment. It includes;
   · Managing change (organisational and cultural)
   · Knowledge management
   · Risk analysis
   · The principals of service transition
   · Lifecycle stages
   · Methods, practices and tools
   · Measurement and control
   · Other best practices

Service Operation focuses on the activities required to operate the services and maintain their functionality as defined in the Service Level Agreements with the customers. Key areas of this volume are Incident Management, Problem Management and Request Fulfillment. A new process added to this area is Event Management, which is concerned with normal and exception condition events. Events have been defined into three categories:
   · Informational events -- which are logged
   · Warning events -- also called alerts, where an event exceeds a specified threshold
   · Critical events -- which typically will lead to the generation of Incidents

Continual Service Improvement focuses on the ability to deliver continual improvement to the quality of the services that the IT organization delivers to the business. Key areas of this volume are Service Reporting, Service Measurement and Service Level Management.
ITIL® v3 uses the word "continual" as opposed to ITIL® v2's references to "continuous" service improvement (CSIP). Continual implies an activity that is undertaken on a phased, regular basis as part of a process. Continuous is more suitable for the definition of activities intended to operate without pause, such as the ultimate goal of availability.

This framework includes:
   · The drivers for improvement
   · The principles of CSI
   · Roles and responsibilities
   · The benefits
   · Implementation
   · Methods, practices and tools
   · Other best practices

Firefly has a proven methodology for the implementation of ITIL® within corporate and large organisations.