ITIL Awareness
ITIL Awareness
ITIL Awareness
AGENDA
ITIL & History
ITIL Implementation Approach
Service Lifecycle
Processes
ITIL
Information
Technology
Infrastructure
Library
A set of documents that describe industry best practices for
IT Service Management
ITIL History
ITIL started in 80s.
40 publications!
v3 in 2007
Much simplified and rationalised to 5 books
Much clearer guidance on how to provide
service
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How
Howdo
dowe
wekeep
keepthe
the
momentum
going?
momentum going?
What
Whatisisthe
thevision?
vision?
High-Level
High-LevelObjectives
Objectives
Where
Whereare
arewe
wenow?
now?
Assessments
Assessments
Where
Wheredo
dowe
wewant
wantto
tobe?
be?
Measurable
MeasurableTargets
Targets
How
Howdo
dowe
weget
getto
towhere
where
we
want
to
be?
we want to be?
Process
ProcessImprovements
Improvements
Have
Haveour
ourmilestones
milestonesbeen
been
achieved?
achieved?
Measurements
Measurementsand
and
Metrics
Metrics
Service Lifecycle
Requirements --- Service Level Package (SS)-Service Design Package (SD)-Service Implementation, Testing and
Validation (ST)--Service in to Live environment (SO)- Improvement (CSI)
Service Strategy
Service Strategy is about the selection of services
a Service Provider will offer to customers.
Service Design
The Service Design lifecycle phase is
about the design of services and all
supporting elements for introduction into
the live environment
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Service transition
Service Transition is concerned with
management of change and, more
specifically, with the introduction of new
and changed services.
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Service Operation
The Service Operation phase of the Service
Lifecycle is concerned with ensuring that services
operate within agreed parameters. When service
interruptions do occur, Service Operation is
charged with restoring service as quickly as
possible and with minimizing the impact to the
business
12
Continual Service
Improvement
Continual Service Improvement is
about the alignment and re-alignment
of services, processes, functions, etc.
with changing business needs.
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7 Steps to Improvement
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Processes
Service Strategy
Service Portfolio Management
Demand Management
Financial Management
Service Design
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Transition Planning and Support *
Service Validation and Testing *
Evaluation *
Knowledge Management *
Incident Management
Problem Management
Event Management
Service Request Fulfillment
Access Management
Service Transition
Service Operation
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Questions?
16
Thank You
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