ITIL overview
HIMSWAN TEAM
Introduction to ITIL
ITIL – Information Technology Infrastructure
Library.
Service Management Processes.
Developed by the Office for Government
Commerce (OGC) in England (late 1980’s).
Best practices focused on the management
of IT service processes.
Open source.
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How to implement ITIL ?
Collect your requirement .
Make a plan.
Start discussing .
Implement the plan .
Do cross check .
Maintain records .
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ITIL Service Management Goals
Ensure that IT services are aligned to the
needs of customers and users (measurable).
Improve availability and stability of services.
Improve communication within IT and with
users.
Improve efficiency of internal processes.
– Ensure that all information is “evergreen.”
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ITIL Service Management (ITSM)
Two main components:
Service Support – five processes that provide
support for day-to-day operation of IT
services.
Service Delivery – five processes that focus
on long-term planning and improvement of IT
services.
These two components are linked together
through the Service Desk.
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ITIL Service Management
Change Service Level
Management Management
Incident Service Release Availability Financial
Management Management
Service
Support Management Management
Delivery
Problem
Management
Configuration IT Service Continuity Capacity
Management Management Management
Service
Desk
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Service Support
Change
Management
Incident Release
Management Management
Service
Support
Configuration Problem
Management Management
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Service Support processes
Incident Restore normal service operation
ASAP and minimize adverse impact
on users & the organization.
Change Handle changes efficiently, with
standardized methods, to minimize
impact to service delivery.
Problem Minimize the adverse effect of
incidents and problems caused by
errors in the infrastructure, and
prevent recurrence
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Service Support Processes (cont.)
Configuration Identify, control, & manage IT
resources within a Configuration
Database (CMDB).
Release Ensure production readiness,
quality of hardware, and
documentation across a
distributed environment.
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Service Delivery
Service Level
Management
Availability Financial
Management Management
Service
Delivery
IT Service Continuity Capacity
Management Management
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Service Delivery
Service Level To maintain and improve IT service
quality through an ongoing cycle of
agreeing, monitoring and reporting to
meet customer needs.
Availability Optimize the capability of the
infrastructure and organization to
deliver a cost effective and sustained
level of availability.
Capacity Ensure current and future resources
are greater than or equal to demand,
11 and provided cost effectively.
Service Delivery (cont.)
Financial Plan for IT services and provide cost-
effective stewardship of the IT assets
and resources.
Service Ensure recovery of IT systems to
Continuity normal state after a disaster within
Management agreed timeframes and using alternate
methods.
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ITIL Service Desk
Change Service Level
Management Management
Release Financial
Incident Service Management Availability
Management
Service Management
Support Management
Delivery
Configuration Problem IT Service Continuity Capacity
Management Management Management Management
Service
Desk
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ITIL Service Support
Incident
Incident Management
Incident IT Operations
Service Desk
Problem Configuration
Management Management
RFC
Change Release
RFC Management Management
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Benefits of ITIL
Improve resource utilization
Be more competitive
Eliminate redundant work
Improve upon project deliverables and time
Improve availability, reliability and security of mission critical IT
services
Provide services that meet business, customer and user demands
Integrate central processes
Document and communicate roles and responsibilities in service
provision
Learn from previous experience
Provide demonstrable performance indicators
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Thanks for your time
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