IT Infrastructure Library

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IT Infrastructure Library (ITIL)
For You

• With Max Mart
• The ManageEngine Guy!!

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• Hi! Welcome to ITIL!! To start
• What is IT services management(ITSM)?
• -a discipline for managing large-scale IT
  systems, centered on the customer's perspective
• evolve IT into a value-add aligned with your
  business differentiates service and technology

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Service and Technology
A service - One or more IT systems that enable a
business process
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Well, what is ITIL? - a framework of best
practices to manage IT service
management(ITSM) - most widely accepted approach
to ITSM - Simply put its Documented Common
Sense for the IT sector
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• The most contributing disciplines in a Service
  Desk are
• Service Support
• Service Delivery
• Why do we need this framework for?
• To determine how IT can contribute to business
  needs
• To plan and implement changes to IT services
• To manage assets and maintain infrastructure

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• Now lets move on to Configuration Management
  (CM)..
• Implementation and Maintenance of a CM DB(CM
  database)
• CMDB - An asset register which holds their
  configurations and relationships
• Configuration Item(CI) An asset in the IT
  system
• Details Contained
• - Incident Management - CI Details, SLA contact
• - Problem Management - CI Details, incidents,
  changes
• - Change Management- What is the impact?
• - Release Management - How to build a system ?

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• Let us move on to the Service Desk(SD) functional
  part of ITIL
• An SD should be a SPOC- Single point of contact
• Have main focus on Incident control and
  communication
• To facilitate the restoration of normal
  operational service with minimal business impact
  on the Business within agreed service levels and
  business priorities.
• Roles HelpDesk  Staff, L2 / L3 Technician,
  Problem Technician, Change Manager, Change Worker

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• We have a Service desk in place. Well have to
  manage incidents now..
• Incident - Failure of a business service  or 
  degradation of a service for one or more users.
  Eg I am not able to print
• A service request - A standard request for some
  kind of service. Eg. Install software on my
  machine, move from one place to another, reset
  password etc. A Service Request is not an
  Incident.

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• This scenario happens in almost all IT concerns.

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So, the Goal of Incident Management is - To
restore normal service as quickly as possible -
To Minimize the impact on business - To Ensure
that nothing is lost - To Direct support
resources where most required - To Provide info
to support decision making (Optimize the support
process, reduce the number of incidents etc.)
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The various steps in Incident Management are
clearly depicted..
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• An incident has to be,
• Classified based on the service which it affects
  and assigned to the appropriate group
• Prioritized based on the business impact,
  criticality and urgency
• Categorized
• Matched for previous records
• Escalated when needed

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My Service Desk has now solved my incident. Now
Ive had scenarios when the same incident has
bugged me repeatedly.. This is where Problem
Management comes in.. Even before we go on Id
like to give clearer definitions for a few terms
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Problem The unknown or underlying root cause
for one or more incidents. Known Error An
incident or problem whose root cause is known and
a workaround or permanent solution has been
identified. Solution Permanent Fix to a
problem Workaround A way to resolve a particular
incident, but it does not address the root
cause The goal of Problem Management to
minimize adverse effect of an incident on the
business and to prevent their recurrence. And
How is this achieved?? Get to the root cause of
the incident and initiate actions to improve or
correct the same.
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The process flow is..
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• Change approval process
• - Change types
• Standard - Pre approved
• Minor - Change Manager
• Significant - Change Manager with CAB
• Major - Change Manager with Management
• - Urgent Changes - Emergency Committee

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The Last Discipline of ITIL is Release Management
The process of Planning and managing the
rollout of approved changes
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So, with this we come to the end of this
presentation on the Basics of ITIL. For more
details do get mail us at support_at_servicedeskplus.
com