Professional Documents
Culture Documents
ITIL V3 Foundation
IT Service Management
www.zensar.com
First Things First
www.zensar.com
Agenda
• Day 1
– Course Introduction
[Section 1]
– Service Management – Basic concepts
[Section 2]
– Lifecycle of a Service
[Section 3]
– Key Principles, Models and Concepts
[Section 4]
– ITIL Core Concepts
• Service Operations
• Day 2
– ITIL Core Concepts (Cont.)
• Continuous Service Improvement
• Service Transition
• Service Design
• Day 3
• Service Strategy
[Section 5]
– Technology and Architecture
– ITIL Examination and Qualifications
– Revision / Pending queries
– Assessment
www.zensar.com
Introductions
• Name
• Current Work
• Experience – Total IT and ITIL related
• ITSM experience
• Expectations
www.zensar.com
ITIL Exam – Format and structure
• Multiple Choice
• 40 Questions to be answered in 60
minutes
– 15 extra minutes if English is not your first
language
• Passing Percentage – 65
(26 correct answers out of 40)
www.zensar.com
ITIL
• What is it?
– Stands for Information Technology Infrastructure
Library
It‟s a Framework of best practices
• Who designed it?
– An office of UK Government – The Office of
Government Commerce (OGC)
• What does it give us?
– It gives a detailed description of a number of
important IT practices with comprehensive check lists,
tasks and procedures that can be tailored to any IT
organization
www.zensar.com
IT Infrastructure Library
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Section 1
www.zensar.com
Understanding Services
• What is a Service?
– A „Service‟ is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of
specific costs and risks
– In essence it means you do a specific job the
customer wants to get done, but does not
want to do it himself.
www.zensar.com
Understanding Functions, Roles and
Processes
www.zensar.com
Understanding Functions, Roles and
Processes
• What is a Role?
– A set of responsibilities, activities and
authorities granted to a person or a team
e.g. – Helpdesk, ER or HR Manager
www.zensar.com
Understanding Functions, Roles and
Processes
• What is a Process?
– A set of activities designed to accomplish a
specific objective. A process has specific
inputs and generates specific outputs. It may
refer to roles, responsibilities, tools and
management controls required to deliver the
outputs.
www.zensar.com
Understanding Process (Cont.)
Process Model
Process Process
Owner Objectives
Process Control
Process Process
Triggers Documentation Feedback
Process
Process Process Process
Process Inputs Activities Metrics Roles Process Outputs
Including
Process
Process Process Process reports
Work and reviews
Procedures Improvements
Instructions
Process Enablers
Process Process
Resources Capabilities
www.zensar.com
Characteristics of a process
Suppliers Customers
Activity 1 Activity 2 Activity 3
Trigger
www.zensar.com
How to recognize a process
• It is measurable
• It delivers specific results
• Primary results are delivered to customers
and stakeholders
• It responds to specific events
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Service lifecycle
Section 2
www.zensar.com
Service Lifecycle
4 1
3
www.zensar.com
Service Strategy
www.zensar.com
Service Design
www.zensar.com
Service Design
www.zensar.com
Service Design - Scope
• Design of
– New and changed services
– Service portfolio and Service Catalog
– Technology architecture and management
systems
– Processes required
– Measurement Methods and Metrics
www.zensar.com
Service Design – Value to Business
www.zensar.com
Service Transition
www.zensar.com
Service Transition
Objectives
• Plan and implement the deployment of all
releases to create a new service of improve an
existing service.
• Assure that the proposed changes in Service
Design Package are realized
• Successfully steer releases through testing and
into live environment
• Transition Services to/from other organizations
• Decommission or terminate services
www.zensar.com
Scope of Service Transition
www.zensar.com
Scope of Service Transition
www.zensar.com
Service Transition – Value to Business
www.zensar.com
Service Operation
www.zensar.com
Service Operation (SO)
www.zensar.com
Service Operations - Scope
• Ongoing measurement of
– Services themselves
– Service management Process
– Technology
– People
www.zensar.com
Service Operations – Value to Business
www.zensar.com
Achieving the Balance
www.zensar.com
Value of communication
www.zensar.com
Continual Service Improvement
www.zensar.com
Continual Service Improvement
www.zensar.com
Scope of CSI
www.zensar.com
Value of business to CSI
CMMI ISO/IEC
20000
TOGAF
eTOM
SOX
SixSigma
PMBOK
ISCO/IEC
PRINCE2 27001
SOA
COBIT ISO/IEC
M_o_R 19770
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Section 3
www.zensar.com
Service Provider
www.zensar.com
RACI Model
www.zensar.com
RACI – an Example
Activity 2 A R C C C
Activity 3 I A R I C
Activity 4 I A R I
Activity 5 I I A C R
www.zensar.com
Process Owner
www.zensar.com
Service Owner
www.zensar.com
Suppliers and Contracts
• Supplier
– Third party responsible for supplying goods/
services
– Which are required by service provider to
enable them to deliver services
• Contract
– A legally binding agreement between two or
more parties to supply goods or services
www.zensar.com
Service Portfolio
www.zensar.com
Service Catalog
www.zensar.com
Risk Management & Analysis
Define a Framework
Define a framework
www.zensar.com
Plan, Do, Check, Act Model
www.zensar.com
Governance
Ensures provision of corporate Strategy and
business plan. Establishes the corporate policies and
enables the Strategic direction, objectives, critical
success target and key result areas
Corporate
Governance
IT Compliance
Assures the design and operability of IT
Policies, processes and key controls
IT Service
Management
Establishes, enables and executes the IT strategy.
Establishes an operational model to assure high quality, compliant IT service provisions.
Ensures effective key result areas
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Section 4
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Service Operation
www.zensar.com
Service Operation
• Processes
– Event Management
– Incident Management
– Request Fulfillment
– Problem Management
– Access management
• Functions
– Service Desk
– Technical Management
– IT Operations Management
– Application Management
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Event Management
• Objectives
• Concepts
• Roles
www.zensar.com
Event Management - Objectives
www.zensar.com
Event management – Basic Concepts
Exception
Filter Warning
Event
Information
www.zensar.com
Event Management – Managing Exceptions
Incident
Incident
Management
Incident/
Problem
Exception Problem/ Problem
Change
Management
RFC Change
Management
www.zensar.com
Event Management – Figures and
Warnings
Incident
Incident/
Do any one or Problem/ Problem
Change
Combination of …
RFC
Alert Human
Intervention
Warning
Auto response
Information Log
www.zensar.com
Event Management - Roles
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Incident Management
• Objectives
• Scope
• Business Value
• Basic Concepts
• Activities
• Interfaces
• Key Metrics
• Roles
• Challenges
www.zensar.com
Incident Management - Objectives
www.zensar.com
Incident Management - Scope
www.zensar.com
Incident Management – Business Value
www.zensar.com
Incident Management - Basic Concepts
• An Incident
– Unplanned interruption or reduction in the
quality of an IT Service
– Any event which could affect an IT Service in
the future
• Timescales
• Incident Models
• Major Incidents
www.zensar.com
Incident Management - Activities
Incident Management
Incident Logging
Incident Categorization
Service Request
YES
IS a Service Request? Process
NO
Incident Prioritization
NO
Initial Diagnosis
Closure
www.zensar.com
Incident Management - Interfaces
• Problem Management
• Service Asset and Configuration
Management
• Change Management
• Capacity Management
• Availability Management
• Service Level Management
• Event Management
www.zensar.com
Incident Management – Key Metrics
www.zensar.com
Incident Management - Roles
• Incident Manager
– May be performed by Service Desk
Supervisor
• Super Users
• First Line Support
• Second Line Support
• Third Line Support (Technical
Management, IT Operations, Application
Management, Third Party Vendors)
www.zensar.com
Incident Management - Challenges
www.zensar.com
Request Fulfillment
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Request Fulfillment - Objectives
www.zensar.com
Request Fulfillment – Basic Concepts
• Service Request
– From a user for information or advice, or for a
standard change
• Request Model
• Self Help
www.zensar.com
Request Fulfillment - Roles
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Problem Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Problem Management - Objectives
www.zensar.com
Problem Management – Basic Concepts
• Problem
– Case of one or more incidents
• Problem Models
• Workaround
• Known error
• Known error database
www.zensar.com
Problem Management – Basic Concepts
[contd..]
www.zensar.com
Problem Management - Roles
• Problem manager
• Supported by Technical Groups
– Technical management
– IT Operations
– Application Management
– Third Party Suppliers
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Access Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Access Management - Objectives
www.zensar.com
Access Management – Basic Concepts
• Access
• Identity
• Rights
• Service or Service Groups
• Directory Services
www.zensar.com
Access Management - Roles
www.zensar.com
Service Operation Functions
Service Desk
IT Operations
Management
Technical Application
Management Management
Operations Control
Facilities Management
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Service Desk
www.zensar.com
Service Desk Objectives
www.zensar.com
Service Desk Staffing
www.zensar.com
Service Desk Metrics
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Technical Management
www.zensar.com
Technical Management Organization
www.zensar.com
Technical Management - Objectives
www.zensar.com
Technical Management - Roles
• Technical Managers
• Team Leaders
• Technical Analysts /Architects
• Technical Operator
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
IT Operations Management
www.zensar.com
IT Operations - Objectives
www.zensar.com
IT Operations Management - Roles
• IT Operations Manager
• Shift Leaders
• IT Operator Analysts
• IT Operators
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Application Management
www.zensar.com
Application management - Roles
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Continual Service Improvement (CSI)
www.zensar.com
CSI and Organizational Change
www.zensar.com
CSI Model
Business, Vision,
What is the
Mission, goals,
Vision?
And objectives
How do we keep
the momentum Where do we Measurable
Going? Want to be? targets
Service and
How do we
process
get there?
improvement
Measurement
Did we
and
get there?
metrics
www.zensar.com
What is Service Measurement?
To Validate To Justify
Strategic Factual
Vision Evidence
Your Measurement
Framework
To Intervene To Direct
Changes, Targets
Corrective
& Metrics
Actions
www.zensar.com
Types of Metrics
www.zensar.com
The 7 Step Improvement Process -
Purpose
www.zensar.com
The 7 Step Improvement process
www.zensar.com
Role of Continual Service Improvement
Manger
www.zensar.com
Role of Service Manager
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Service Transition
www.zensar.com
Service Transition
• Concepts
– V Model
– Configuration Item
– Configuration Management System
– Knowledge management
– Data Information Knowledge Wisdom
– Service Knowledge Management System
– Definitive Media Library
• Processes
– Change Management
– Service Asset and Configuration Management
– Release and Deployment Management
www.zensar.com
Service Transition V Model
www.zensar.com
Knowledge Management
www.zensar.com
Data, Information, Knowledge, Wisdom
(DIKW)
Wisdom
Knowledge
Information
Data
www.zensar.com
Service Knowledge (SKMS)
www.zensar.com
Definitive Media Library
www.zensar.com
Service Transition Process flow
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Change Management
www.zensar.com
Change – Objectives and Purpose
www.zensar.com
Change – Value to Business
www.zensar.com
Change – Basic Concepts
• Change Types
– Normal
• Types are specific to organization
• Type determines what assessment is required
– Standard
• Pre-authorized with established procedure
– Emergency
• When there is insufficient time for normal handling
due to business criticality
• Should use a speeded up normal process
www.zensar.com
Change – Basic Concepts
www.zensar.com
Change activities
www.zensar.com
7 Rs for Change Management
• Change Administrator
– Process Owner
– Ensures that process is followed
– Usually authorizes minor changes
– Coordinates and runs CAB meetings
– Produces change schedule
– Coordinates change/build/test/implementation
– Reviews / closes changes
www.zensar.com
Change – Roles (2 of 2)
www.zensar.com
Change - Interfaces
• Inputs
• Outputs
• Interfaces with other processes
www.zensar.com
Change - Inputs
www.zensar.com
Change – Key Metrics
• Compliance
– Reduction in unauthorized changes
– Reduction in emergency changes
• Effectiveness
– % of changes which met requirements
– Reduction in disruptions, defects and re-work
– Reduction in changes failed/backed out
– Number of incidents attributable to changes
• Efficiency
– Benefits (Value compared to cost)
– Average time to implement [by urgency/priority/type]
– % Accuracy in change estimates
www.zensar.com
Changes - Challenges
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Service Asset and Configuration
Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
SACM - Objectives
www.zensar.com
SACM- Basic Concepts
• Configuration Items
• Logical Model
www.zensar.com
SACM Configuration Items Categories
www.zensar.com
SACM Logical Model
www.zensar.com
SACM - Roles
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Release and Deployment Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Release and deployment - Objectives
www.zensar.com
Release and deployment - Basic Concepts
• Release Unit
– CIs that are normally released together
• Typically includes sufficient components to perform
a useful function, for example
– Fully configured desktop PC, Payroll application
• Considerations will include
– Ease and amount of change needed to deploy
– Resources needed to build, test and deploy
– Interface complexity
www.zensar.com
Release and deployment - Basic Concepts
www.zensar.com
Release and deployment – Roles (Contd.)
• Deployment manager
– Final physical delivery of the service implementation
– Co-ordinates documentation and communication,
including
• Training manuals
• Customer, Service Management and technical release notes
– Plans deployment with Change, SKMS and SACM
– Technical and application guidance and support
• Including known errors and workarounds
– Feedback on effectiveness of the release
– Records metrics for deployment
• To ensure it happens within agreed SLAs
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Service Design
www.zensar.com
Service Design
• Key Concepts
– Four Ps
– Service design package
– Aspects of Service Design
• Processes
– Service Catalog Management
– Service Level Management
– Availability Management
– Information Security Management
– Supplier Management
– Capacity Management
– IT Service continuity management
www.zensar.com
Scope of Service Design – The Four Ps
• People
• Processes
• Partners
• Products
www.zensar.com
Service Design Package
www.zensar.com
5 Major aspects of Service Design
• Services
– Including requirements
• Service management of systems and tools
– Especially the Service Portfolio
• Technical and management architectures
– Supporting tools
• ITSM processes
• Measurement systems and metrics
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Service Catalog management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Service Catalog management - Objectives
www.zensar.com
Service Catalog management – Basic
Concepts
www.zensar.com
Service Catalog Management - Roles
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Service Level Management
• Objectives
• Scope
• Basic value
• Business concepts
• Activities
• Key Metrics
• Roles
• Challenges
• Interfaces
www.zensar.com
Service Level Management - Objectives
www.zensar.com
Service Level Management- Scope
www.zensar.com
Service Level Management – Business
Value
www.zensar.com
Service Level Management – Basic
concepts
Customers / Users
IT Infrastructure
www.zensar.com
Service Level Management – Key Metrics
www.zensar.com
Service Level Management - Roles
www.zensar.com
Service Level management - Challenges
www.zensar.com
Availability Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Availability Management - Objectives
www.zensar.com
Availability Management – Basic Concepts
www.zensar.com
Availability Management – Basic Concepts
(Contd.)
• Availability
– The ability of a service, component or
configuration item to perform it‟s agreed
function when it is required
– Often measured and reported as percentage
Availability(%) = (Agreed Service Time (AST) – Downtime) x 100 %
Agreed Service Time (AST)
– Most important measurements are those that
reflect availability from business and user
perspective.
www.zensar.com
Availability Management – Basic Concepts
(Contd.)
• Reliability
– Measure how long a service, component or CI can
perform it‟s agreed function without interruption
• Maintainability
– Measure how quickly and effectively a service,
component or CI can be restored to normal working
after a failure
• Serviceability
– Ability of a third party supplier to meet the terms of
their contract
www.zensar.com
Availability Management – Basic Concepts
(Contd.)
Diagnose Recover
Time
www.zensar.com
Availability Management – Basic Concepts
(Contd.)
www.zensar.com
Availability Management – Basic Concepts
(Contd.)
• Continuous operation
– Approach or design to eliminate planned
downtime of service
• Continuous availability
– Approach or design to achieve 100%
availability
– An IT service that has no planned or
unplanned downtime
www.zensar.com
Availability Management- Roles
• Availability Manager
– Process owner
– Ensuring services deliver agreed levels of availability
– Creation and maintenance of an availability plan
– Assessing changes
– Monitoring and reporting availability
– Proactive improvement of service availability and
optimization of the IT infrastructure to optimize costs
– Assisting with investigation and diagnosis of incidents
and problems which cause availability issues
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Information Security Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Information Security Management -
Objectives
www.zensar.com
Information Security Policy – Basic
Concepts
• Security Manager
– Process Owner
– Develop and maintain a security policy
– Communicate and publicize security
awareness and policy
– Perform security risk analysis and risk
management
– Monitor and manage security breaches and
incidents
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Supplier Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Supplier management - Objectives
Supplier strategy
& policy
Service Knowledge
Evaluation of new
Management Suppliers & Contracts
System
(SKMS)
Supplier categorization &
maintenance of the SCD Establish new
suppliers & contracts
www.zensar.com
Supplier Management - Roles
• Supplier Manager
– Process Owner
– Maintain and review
• Supplier and contracts database (SCD)
• Processes for contract disputes, expected end, early end or
transfer of a service
– Assist in development and review of SLAs, Contracts,
Agreements etc.
– Perform Supplier, contract and SLA reviews
• Identify improvement actions and ensure these are
implemented
– Assess changes for impact on suppliers, supporting
services and contracts
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Capacity Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Capacity Management - Objectives
• Capacity Manager
– Process Owner
– Does Proactive planning
• Service Level Manager
– Provides capacity requirements through
discussions with the business users
• Technical and application management
– Day-to-day capacity management activities
– Reacting to capacity incidents and problems
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
IT Service Continuity Management (ITSCM)
• Objectives
• Basic Concepts
• Roles
www.zensar.com
ITSCM - Objectives
www.zensar.com
ITSCM – Key Concepts
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Service Strategy
www.zensar.com
Service Strategy
• Key Concepts
– Utility and Warranty
– Value Creation
– Service Provider
– Delivery Model Options
– Service Model
• Processes
– Service Portfolio Management
– Demand Management
– Financial Management
www.zensar.com
Utility and Warranty
www.zensar.com
Value Creation
Return on
assets
Performance Utility
Average
+
Performance of
Customer assets
- Performance
Variation Warranty
www.zensar.com
Service Provider
www.zensar.com
Delivery Model Options
Partnership or Formal arrangement between two or more organizations to work together. Focus
multi-sourcing on strategic partnerships to leverage expertise or market opportunities
Business Process Formal arrangement between two or more organizations to manage an entire
outsourcing (BPO) business function from a low-cost location
Application Service Formal agreement between and Application Service Provider (ASP) to provide
provision shared computer based services over network
Knowledge Provision of domain based resources and business expertise requiring
Process advanced analytical and specialist skills from outsourcer
Outsourcing
www.zensar.com
Service Model
www.zensar.com
Main activities
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Service Portfolio Management
• Objectives
• Basic Concepts
• Activities
• Roles
www.zensar.com
Service Portfolio Management - Objectives
www.zensar.com
Service Portfolio Management – Basic
Concepts
• Business Service
– A Service that directly supports a business
process
• IT Service
– A Service that business does not think of in
it‟s business context or semantics
• Business Service Management
– Service management put in terms of business
processes and business value
www.zensar.com
Service Portfolio Management - Activities
Service
Strategy
• Inventories
Define • Business Case
• Value Proposition
Analyze • Prioritization
• Service Portfolio
Approve • Authorization
• Communication
Charter • Resource allocation
www.zensar.com
Service Portfolio Management - Roles
• Product Manager
– Ones and manages a set of related services
– Evaluate market opportunities and customer
needs
– Create business cases
– Plan new service development programs
• Business Relationship Manager
– Identify and document customer needs
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Demand Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Demand Management - Objectives
www.zensar.com
Demand Management – Basic Concepts
• Core Service
– An IT Service that delivers outcomes desired
by customer/(s)
• Supporting Service
– A service that enables or enhances a core
service
• Directory services
• Backup services
www.zensar.com
Demand Management – Basic Concepts
(Contd.)
www.zensar.com
Demand management – Basic Concepts (Contd.)
• Service Packages
– Detailed description of a service
– Includes a service level package and one
more core + supporting services
• Service Level package
– Defined level of Utility and Warranty for a
particular Service Package
– Designed to meet the needs of a PBA
• Gold, Silver or Bronze Service
www.zensar.com
Demand Management - Roles
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
www.zensar.com
Financial Management
• Objectives
• Basic Concepts
• Roles
www.zensar.com
Financial Management – Objectives and
Business Value
www.zensar.com
Financial Management- Basic Concepts
• Service Valuation
– Cost of providing the service
– Value to the customer receiving the service
• Service Investment Analysis
– Understand the total lifecycle value and costs
of proposed new services or projects
• Accounting
– Keeping track of expenditure, assigned to
appropriate categories
www.zensar.com
Financial Management – Basic Concepts
(Contd.)
• Business Case
– A decision support and planning tool that
predicts the outcome of a proposed action
– Used to justify investments
• Business Impact analysis
– Understanding the financial cost of service
outages
www.zensar.com
Financial Management - Roles
Service Management
Technology and Architecture
www.zensar.com
Service Management
Technology and Architecture
www.zensar.com
Scope
www.zensar.com
Service Design Tools
www.zensar.com
Service Management Tools - Scope
www.zensar.com
Service Management Tools - Benefits
www.zensar.com
Event Management Tools - Benefits
www.zensar.com
Configuration Management System – Scope
May be a part of SKMS
www.zensar.com
Configuration Management System -
Benefits
www.zensar.com
www.zensar.com
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Mail ID – p.bhat@zensar.in
www.zensar.com
Zensar Technologies Limited
A CMMI Level 5 Company
Assessment
www.zensar.com