ITIL

Information Technology
Infrastructure Library

www.it.utah.edu

Definition
ITIL provides a comprehensive,
consistent and coherent set of best
practices for IT Service Management
Processes, promoting a quality approach
to achieving business effectiveness and
efficiency in the use of information
systems.

Objectives
Align IT services with current and future
needs of the business and its Customers.
Improve the quality of the IT services
delivered.
Reduce the long-term cost of service
provision.
Comply with federal regulations, i.e.,
HIPAA, Sarbanes Oxley (sox)

Continuous Improvement Model

P D
A C
L
ITI

a
u
Q

m
I
y
lit

pr

t
n
e
m
e
v
o

Plan
Do
Check
Act

Progressive Improvement
Where do we want to be?

Vision and
business objectives

Where are we now?

Assessments

How do we get where

we want to be?

Process improvement
or re-engineering

How do we know we
have arrived?

Metrics and
measurements

ITIL Service Management

Service Support

Service Delivery

Service Desk *

Service Level Management

Incident Management

Financial Management

Problem Management

Capacity Management

Configuration Management

Service Continuity Mgmt

Change Management

Availability Management

Release Management

* Service Desk is a
function, not a process

Process Prioritization
Because ITIL is a comprehensive
set of best practices, adoption
must be prioritized to prevent a
shift of focus from clients to ITIL.

Progressive Improvement
Where do we want to be?

Vision and
business objectives

Where are we now?

Assessments

How do we get where

we want to be?

Process improvement
or re-engineering

How do we know we
have arrived?

Metrics and
measurements

ITIL Service Management

Service Support

Service Delivery

Service Desk *

Service Level Management

Incident Management

Financial Management

Problem Management

Capacity Management

Configuration Management

Service Continuity Mgmt

Change Management

Availability Management

Release Management

* Service Desk is a
function, not a process