IT Service Management Academy

1
ITIL An Introduction

• Information Technology Infrastructure Library
• A non-proprietary approach for managing IT that
  helps make business sense of tools, standards,
  and processes.

2
ITIL IT Service Management

• A service-focused approach to delivering and
  supporting IT services.
• The objective of IT Service Management processes
  is to contribute to the quality of the IT
  services.
• ITIL is a best practice approach to IT Service
  Management. 

3
ITIL IS.. IS Not..

• What ITIL is
• Library of best practices for IT service
• Description of relationships between IT processes
• Based on IT service quality
• Promotes development of effective and efficient
  processes
• Effective framework to develop IT service
  maturity
• Independent from the organizational structure

• What ITIL is not
• Prescribed methodology
• Prescribed organizational structure
• Imposed allocation of tasks and responsibilities
  between functional units
• One size fits all
• In lieu of other quality practices like CoBIT,
  CMM, ISO-9000, or Six Sigma

4
ITIL Service Support
Operational Reactive Sequential Processes

• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management

5
ITIL Service Delivery
Tactical Proactive Concurrent Processes

• Service Level Management
• Availability Management
• Capacity Management
• IT Financial Management
• IT Service Continuation Management
• Security Management

6
The Business, Customers, Users
IT Management Tools
Difficulties, Queries, Enquiries
Communication, Updates, Workarounds
Change Requests
Service Desk
Incidents
Incident
New Releases
Problem
Change
Release
Configuration
Configuration Management Database (CMDB)
7
Configuration Management Database (CMDB)
8
The Business, Customers, Users
Difficulties, Queries, Enquiries
Communication, Updates, Workarounds
Service Desk
9
IT Management Tools
Service Desk
Incidents
Incident
10
Problem
11
Change Requests
Change
12
New Releases
Release
13
Configuration
14
The Business, Customers, Users
IT Management Tools
Difficulties, Queries, Enquiries
Communication, Updates, Workarounds
Change Requests
Service Desk
Incidents
Incident
New Releases
Problem
Change
Release
Configuration
Configuration Management Database (CMDB)
15
ITIL Framework, One of several

• A common assumption is that frameworks are
  exclusive of each other and that all the parts of
  each framework must be implemented.
• Each framework has a particular area of emphasis,
  but each brings consistency, an ability to
  measure performance, and rigorous processes.
  Examples include
• ITIL
• Cobit
• CMM

16
ITIL Cycle of Improvement
ITIL provides a stabilizing force to embed
improvements.
17
ITIL Implementation Efforts

• Requires commitment
• Complexity
• Best practices only
• Measure the right stuff
• Take the best leave the rest

18
ITIL Other Processes

• IT Infrastructure Management
• Network Service Management
• Operations Management
• Management of Local Processors
• Computer Installation and Acceptance
• Systems Management
• Environmental Management.
• Applications Management
• Software Lifecycle Support
• Testing an IT Service for Operational
• Management Organization
• Quality Management
• IT Service Organization
• Planning and Control (policy) for IT Services

19
ITIL - Pilot

• Where are we now? -Assessment
• Where do we want to be? -Goals/objectives
• How do we get there? -Process improvement plans
• Are we there yet? -Track/measure