IT Infrastructure Library

(ITIL)
For

You
-With Max Mart
The ManageEngine Guy!!
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
Service and Technology…

A service - One or more IT systems that

enable a business process
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
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
Now let’s 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 ?
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
We have a Service desk in place. We’ll 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.
This scenario happens in almost all IT
concerns….
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.)
The various steps in Incident Management are
clearly depicted..
An incident has to be,
2)Classified based on the service which it
affects and assigned to the appropriate group
3)Prioritized based on the business impact,
criticality and urgency
4)Categorized
5)Matched for previous records
6)Escalated when needed
My Service Desk has now solved my incident.
Now I’ve had scenarios when the same
incident has bugged me repeatedly..
This is where Problem Management comes
in..

Even before we go on I’d like to give clearer

definitions for a few terms…
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.
The process flow is..
Inputs:
Incident Details CMDB Any Defined Workaround

Activities:
Problem Control - identify root- Error Control - eliminate errors by
cause of a problem implementing a change
1)Identification & Recording 1)Identification & registration
2) Categorization & 2)Assessment & resolution
Prioritization
3)Investigation & Diagnosis 3)Error & problem Closure

Output:
Known Errors Request for change
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
The Last Discipline of ITIL is Release Management –
The process of Planning and managing the rollout of
approved changes
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@servicedeskplus.com