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Introduction To ITIL: Library (ITIL) Is A Set of Concepts and Practices

ITIL is a set of concepts and practices for IT service management and delivery. It provides best practices for IT processes, including service strategy, design, transition, operation, and continual service improvement. ITIL aims to align IT services with business needs and improve the efficiency and quality of delivered services. Some risks of adopting ITIL include the significant effort and time required for implementation.

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46 views

Introduction To ITIL: Library (ITIL) Is A Set of Concepts and Practices

ITIL is a set of concepts and practices for IT service management and delivery. It provides best practices for IT processes, including service strategy, design, transition, operation, and continual service improvement. ITIL aims to align IT services with business needs and improve the efficiency and quality of delivered services. Some risks of adopting ITIL include the significant effort and time required for implementation.

Uploaded by

Tanushree Panda
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Introduction to ITIL

The Information Technology Infrastructure


Library (ITIL) is a set of concepts and practices
for Information Technology Services Management
(ITSM), Information Technology (IT) development and
IT operations.
ITIL gives detailed descriptions of a number of important
IT practices and provides comprehensive checklists, tasks
and procedures that any IT organization can tailor to its
needs. ITIL is published in a series of books, each of
which covers an IT management topic. The
names ITIL and IT Infrastructure Library are registered
trademarks of the United Kingdom's Office of
Government Commerce (OGC).
Introduction
• I.T.I.L. – Information Technology Infrastructure Library

• Originated from the UK

• UK government was not satisfied with quality of service from internal


and external IT companies

• CCTA(Central Computer and Telecomm. Agency) was instructed to


develop a standard approach for efficient and effective delivery of IT
Services

• Collection of “best practices”


Benefits and Risks
• Benefits include:
– Provision of IT services becomes more customer-focused
– Services are described better
– Better management of quality
– Improved communication within IT organization

• Risks include:
– Can take a long time an require significant effort
– Over-engineered procedures can be seen as bureaucratic obstacles
– No real benefit if there is a fundamental lack of understanding
about what the relevant processes should provide
Definitions
• Service: means of delivering value to customers by facilitating
outcomes the customers want to achieve without the ownership of
specific costs or risks

• Function: subdivision of an organization that is specialized in


fulfilling a specified type of work, and is responsible for specific end
results.
Service Lifecyle (5 Phases)

• Service Strategy – designing, developing and implementing service


management as a strategic resource
• Service Design – developing appropriate IT services, including architecture,
processes, policy and documents; the design goal is to meet the current and
future business requirements
• Service Transition – developing and improving capabilities for the transition
of new and modified services to production
• Service Operation – achieving effectiveness and efficiency in providing and
supporting services in order to ensure value for the customer and service
provider
• Continual Service Improvement – creating and maintaining the value for the
customer by design improvement, and service introduction and operation
Service Lifecycle
1. Service Strategy
• “Hub” of ITIL v3 core itself

• A view which aligns information technology and the business

• Helps in identifying, selecting and prioritizing opportunities


3 Processes at the Strategic Level
• Financial Management – anticipates the essential management
information that is required for the guarantee of efficient and cost-
effective service delivery
• (Cost effectiveness)

• Demand Management – predict as accurately as possible the purchase


of products, and if possible, to regulate it
• (Meeting Demand)

• Service Portfolio Management – achieve maximum value creation


while at the same time managing the risks and costs.
• (Maximizing value)
2. SERVICE DESIGN
• Most important objective of Service Design:
• “The design of new or modified services for introduction into a
production environment”

• Objectives include:
– To contribute to business objectives
– Save time and money
– Minimize & prevent risks
– To contribute to satisfying current and future needs
• Delivery options: in sourcing, outsourcing, co-sourcing, multi
sourcing,….
2. SERVICE TRANSITION
• Service Transition: includes the management and co-ordination of the
processes, systems and functions required for the building, testing and
deployment of a ‘release’ into production, and establish the service
specified in the customer and stakeholder requirements

• Goals:
• supporting the change process of the business (client)
• reducing variations in the performance and known errors of the
new/changed service
• ensuring the service meets the requirements of the service
specifications.
3. SERVICE TRANSITION
• Objectives:
• Necessary means to realize, plan and manage the new service
• Ensuring the minimum impact for the services which are already in production
• Improving customer satisfaction and stimulate the proper use of the service
and mutual technology
4. SERVICE OPERATION
• Service Operation: co-ordinate and fulfill activities and processes
required to provide and manage services for business users and
customers with a specified agreed level

• Providing support for:


• The services
• The service management processes
• The technology
• The people
4. SERVICE OPERATION
• Processes within Service Operation
• Event management
• Incident management
• Problem management
• Request fulfillment
• Access Management
• Monitoring and Control
• IT operations
5. CONTINUAL SERVICE
IMPROVEMENT
• Goal: continual improvement of the effectiveness and efficiency of IT
services, allowing them to meet the business requirements better

• Continual Service Improvement(CSI):


• Process compliance – following process or using tools
• Quality – are process activities meeting their goals
• Performance – measuring process efficiency/elapsed times
• Business Value of a process – makes a difference/ effectiveness
References
• “Foundations of IT Service Management Based on ITIL V3” (itSMF
International)

• http://en.wikipedia.org/wiki/ITIL

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