Atwell Williams - ITIL Certification Series, Part 2 of 2 - Service Delivery

A thorough understanding of ITIL (now considered the worldwide, de facto standard for IT service management) equips you with the knowledge to deliver high-quality, customer-centric IT services to the business. ITIL Foundation Certification is the first step towards more advanced knowledge of Service Management, including ITIL Manager Certification and ITIL Practitioner Certification. This podcast series focuses on the five modules that comprise the Service Delivery ITIL core volume, which concentrates on what services IT must supply to the business to deliver agreed-upon support.

ITIL Certification Series, Part 2 of 2 - Service Delivery: Podcast interviews with Atwell Williams, director of IT Service Management at BMC Software, Inc.

Service Level Management (Part 7 of 11)

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Achieving improvements in service quality and reducing service disruption through effective Service Level Management can ultimately lead to significant savings in time and money. This process is used by organizations to determine the level of IT service needed to support the business. It also enables monitoring to identify whether the required service levels, and predetermined Service Level Agreements (SLAs), are being achieved.

Capacity Management (Part 8 of 11)

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This ITIL process ensures that the IT infrastructure's capacity matches the fluctuating and evolving demands of the business -- in the most cost-effective and timely manner. Achieving this requires that you understand how current IT resources are being used, then develop a Capacity Plan. Once you understand the current use and future requirements, effective Capacity Management can help you match resources with business needs in the most efficient way possible.

Availability Management (Part 9 of 11)

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Availability of IT services has never been more important to the success of the business. In most companies today, if IT stops, so does the business. These days,advancements in technology have netted significant improvements in the IT infrastructure's availability and reliability . Fault-tolerant, and error-correction, design features in hardware and software now reduce the risk of IT component failures, providing improved levels of availability for the business.

Service Continuity Management (Part 10 of 11)

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In today's highly competetive and service-oriented business environment, organizations are judged on their ability to continuously operate and provide service at all times. This ITIL process is concerned with managing your ability to continue to provide pre-determined and agreed-upon levels of IT services that support the minimum business requirements following a business interruption. Interruptions may result from an application or system failure, or a complete loss of the business premises. Business processes and technology are so interdependent today that an effective Service Continuity Management process is critical to your overal business and IT service continuity planning.

Financial Management (Part 11 of 11)

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IT Financial Management is the discipline of ensuring that IT infrastructure is obtained at the most effective price. This involves accurately calculating what it costs to provide IT services so that an organization can clearly understand IT charges. These costs may then be recovered (or charged back) from the customer of the service.For accurate budgeting, it is also essential to forecast future IT infrastructure costs; this is also an important component of the Financial Management ITIL process.

Bio

Atwell Williams is presently a director of IT Service Management within BMC Software's Business School. In this role, Mr. Williams is responsible for educating customers as well as BMC staff in the areas of IT Service Management (ITSM) and the IT Infrastructure Library (ITIL). Mr. Williams is a frequent speaker at industry conferences and BMC Customer Forums. He has also published several whitepapers on the subject of ITSM and Continuous IT Service Improvement.

Resources

Read Atwell William's blog on TalkBMC: IT Service Improvement - Are We There Yet?

BMC Education

Atwell Williams - ITIL Certification Series, Part 1 of 2 - Service Support

Production Credits

Ynema Mangum, Producer
Tom Parish, Audio Producer
Dana Farver, Communities Editor-in-Chief
Alysia Korelc, Web Developer
Scott Ebner, Audio Mixing

If you're interested in contributing to TalkBMC or you have an idea for a topic, please contact Ynema Mangum at talkbmc@bmc.com.