ITIL

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ITIL

• Information Technology
• Infrastructure Library

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Definition
ITIL provides a comprehensive, consistent and
coherent set of best practices for IT Service
Management Processes, promoting a quality
approach to achieving business effectiveness and
efficiency in the use of information systems.
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Objectives

• Align IT services with current and future needs
  of the business and its Customers.
• Improve the quality of the IT services delivered.
• Reduce the long-term cost of service provision.
• Comply with federal regulations, i.e., HIPAA,
  Sarbanes Oxley (sox)

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Continuous Improvement Model
P
D
Quality Improvement
C
A
Plan
Do
ITIL
Check
Act
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Progressive Improvement
Where do we want to be?
Vision and business objectives
Where are we now?
Assessments
How do we get where we want to be?
Process improvement or re-engineering
How do we know we have arrived?
Metrics and measurements
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ITIL 7 Books

• 1.Service Support
• 2. Service Delivery
• 3. Security Management
• 4. The Business Perspective
• 5. Infrastructure Management
• 6. Applications Management
• 7. Planning To Implement Service
  
• Management

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ITIL Service Management
Service Support
Service Delivery
Service Desk
Service Level Management
Incident Management
Financial Management
Problem Management
Capacity Management
Configuration Management
Service Continuity Mgmt
Change Management
Availability Management
Release Management
Service Desk is a function, not a process
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Process Prioritization
Because ITIL is a comprehensive set of best
practices, adoption must be prioritized to
prevent a shift of focus from clients to ITIL.
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