What ITIL really is and

1
January 9, 2007

• What ITIL really is and
• Why get involved in
• IT Service Management (ITSM) ?

Presenter Yves St-Arnaud
Give a man a fish and he will eat for a day Show
a man how to fish and he will eat forever
2
Objectives of session

• An appreciation of the importance of IT Service
  management (ITSM)
• Explain ITSM/ITIL through a detailed example
• How to use ITIL to improve the bottom line of
  your Organization
• A management view of ITSM

3
The IT Service Management goal is
to achieve a dynamic balance between ...
the supply of IT services
the demand for IT services

• To align IT services with the current and future
  business needs of the customers
• To improve the quality of IT services
• To reduce the long term cost of service provision

4
The IT Service Management World
ACHIEVING BUSINESS CHANGE
5
Three critical areas of ITSM
PEOPLE

PRODUCT (Tools)
PROCESS
6
What is ITIL

• Not a Method/Methodology?
• Not prescriptive?
• Not Complete?
• Wholly consistent?
• A set of best practice books?
• Based on a common language?
• Technology and vendor independent?
• Based on experience?
• A process framework?
• In the public domain?
• The SOP for delivery of IT Services

Plus The Business Perspective Software Asset
Management Various other Pocket Guides and
Dictionaries