ITIL

Essentials

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 Where is ITIL?
Management

ITM

ITSM

ITIL

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 What is Management?

Management is simply the act of getting

people together to accomplish desired goals
and objectives. Management comprises
planning, organizing, staffing, leading,
directing, facilitating and controlling or
manipulating an organization (a group of one
or more people or entities) or effort for the
purpose of accomplishing a goal.

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 What is ITM?
Information Technology Management is
concerned with exploring and understanding
Information Technology as a corporate
resource that determines both the strategic
and operational capabilities of the firm in
designing and developing products and
services for maximum customer satisfaction,
corporate productivity, profitability and
competitiveness.
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 What is ITSM?

Information Technology Service Management

is a discipline for managing information
technology systems, philosophically centered
on the customer's perspective of IT's
contribution to the business

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 What is ITIL?

Information Technology Infrastructure Library

is a set of concepts and policies for
managing the Information Technology
services, developments and operations.

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 And the most important
question :

What is Information
Technology?
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 Scientific Approach (ITAA)

Information Technology is the study, design,

development, implementation, support or
management of computer-based information
systems, particularly software applications
and computer hardware.

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 Technological Approach (ITIL)
Information Technology is the use of
technology for the storage, communication or
processing of information. The technology
typically includes computers,
telecommunications, Applications and other
software. The information may include
Business data,voice, images, video etc.
Information Technology is often used to
support Business Processes through IT
Services.
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 The Multiple Views of IT

✔ IT as Component
✔ IT as Organization

✔ IT as Service

✔ IT as Asset

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Are you ready for
what's next?

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 ITIL
Foundations

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 The ITIL Framework
ITIL® is the most widely accepted approach to
IT service management in the world. ITIL
provides a cohesive set of best practice, drawn
from the public and private sectors
internationally.

ITIL consists of a series of books giving

guidance on the provision of quality IT services,
and on the accommodation and environmental
facilities needed to support IT.
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 Benefits
• Reduced costs
• Improved IT services through the use of proven best
practice processes
• Improved customer satisfaction through a more
professional approach to service delivery
• Standards and guidance
• Improved productivity
• Improved use of skills and experience
• Improved delivery of third party services through the
specification of ITIL or ISO 20000 as the standard for
service delivery in services procurements.
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 Why is ITIL so successful?

• Non-proprietary
• Non-prescriptive
• Best practice
• Good practice
 ITIL Content Structure
• ITIL service management
practices – core guidance
• ITIL service management
practices – complementary
guidance
• ITIL web support services
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 ITIL service
management
practices - Core
Guidance
• Introduction to ITIL Service
Management Practices
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service
Improvement
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 ITIL v3
6 books

Process
Based

Service
Oriented
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ITIL Service Lifecycle
 Service Strategy I

Service Strategy provides guidance on how to view

service management not only as an organizational
capability but as a strategic asset. Guidance is provided
on the principles underpinning the practice of service
management which are useful for developing service
management policies, guidelines and processes across
the ITIL Service Lifecycle.

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 Service Strategy II

Topics covered in Service Strategy include the

development of service markets, characteristics of
internal and external provider types, service assets, the
service portfolio and implementation of strategy through
the Service Lifecycle. Financial Management, Demand
Management, Organizational Development and
Strategic Risks are among other major topics.

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 Service Design I
Service Design provides guidance for the design and
development of services and service management
practices. It covers design principles and methods for
converting strategic objectives into portfolios of services
and service assets. The scope of Service Design is not
limited to new services. It includes the changes and
improvements necessary to increase or maintain value
to customers over the lifecycle of services, the
continuity of services, achievement of service levels,
and conformance to standards and regulations. It
guides organizations on how to develop design
capabilities for service management.
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 Service Design II

Among the key topics in Service Design are Service

Catalogue, Availability, Capacity, Continuity and Service
Level Management.

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 Service Transition I

Service Transition provides guidance for the

development and improvement of capabilities for
transitioning new and changed services into live service
operation. This publication provides guidance on how
the requirements of Service Strategy encoded in
Service Design are effectively realized in Service
Operation while controlling the risks of failure and
disruption.

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 Service Transition II

The publication combines practices in Change,

Configuration, Asset, Release and Deployment,
Programme and Risk Management and places them in
the practical context of service management.

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 Service Operation I

Service Operation embodies practices in the

management of the day-to-day operation of services. It
includes guidance on achieving effectiveness and
efficiency in the delivery and support of services to
ensure value for the customer and the service provider.
Strategic objectives are ultimately realized through
Service Operation, therefore making it a critical
capability. Guidance is provided on how to maintain
stability in service operations, allowing for changes in
design, scale, scope and service levels.

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 Service Operation II

Among the topics in this book are Event, Incident,

Problem, Request, Application and Technical
Management practices. This book discusses some of
the newer industry practices to manage virtual and
service-oriented architectures.

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 Continual Service
Improvement

Continual Service Improvement provides instrumental

guidance in creating and maintaining value for
customers through better design, transition and
operation of services. It combines principles, practices
and methods from quality management, change
management and capability improvement.

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Continual feedback loop
Thank you!

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