ITIL text version
ITIL training - overview of ITIL
The Service Lifecycle
a continuous lifecycle
not necessarily carried out in order
Decides the needs, priorities and demands for desired services. Looks at value being created through services and predicts resources required.
- Demand Management
- Financial Management IT
Designs the infrastructure, processes and support mechanisms need to the Availability requirements of the customer.
Holistic and integrated approach to service design.
- Supplier Management
- Information Security Management
- Service Catalogue Management
- Service Level Management
- IT Service Continuity Management
- Availability Management
- Capacity Management
- Knowledge Management
- Release & Deployment Management
- service asset & Configuration Management
- Change Management
- Event Management
- Request Fulfillment Management
- Access Management
- Problem Management
- Incident Management
Continual Service Improvement
a means of delivering value to customers by facilitating outcomes customers want to achieve.
"A set of specialized organizational capabilities for providing value to customers in the form of services"
"A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks. The role of the Service Provider is to manage these costs and risks appropriately, spreading them over multiple customers if possible"
"Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. The term is also sometimes used informally to mean user - for example, 'This is a customer-focused organisation".
"Those who use the service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly."
"Third parties responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organisations."
functions, groups and teams that deliver services
"In ITIL, groups refer to people who perform similar activities"
"Functions are units of organizations specialized to perform certain types of work.... They are self-contained..."
"a more formal type of group. These are people who work together to achieve a common objective, but necessarily in same organisational structure."
"formal organizational structures which exist to perform a a specific set of defined activities on an ongoing basis"
number of departments grouped together
What is ITIL?
Information Technology Infrastructure Library
Current is v3 released 2007
Was owned by The Office of Government Commerce (OGC) in UK
Now owned/managed by Axelos
5 books in ITIL
Continual Service Improvement
Intro to IT service management (ITSM)
processes have in common
inputs are data or information used by the process and may be the output from another process
reason process exists is to deliver a specific result. This result must be individually identifiable and countable
is a response to a set of triggers
has a customer
documented and controlled
once under control
can be repeated and mgd
organised around set of objectives
outputs conform to operational norms
IT infrastructure management
Why ITIL is Successful
Vendor - neutral
any IT org
not tied to tech or industry
framework not standard
are standards that are aligned to ITIL like ISO
robust, mature, time-tested
adopt and adapt
= provides value to the business
"ITIL is successful because it describes practices that enable organisations to deliver benefits, return on investment and sustained success"
why adopt ITIL?
Change organisational culture
Deliver value for customers
Management of money, risk, knowledge, resources, capabilities
Effective, efficient, and economical
Improve interaction and relationships with customers
"The complimentary set of ITIL publications provides guidance to specific industry sectors, organisation types, operating models, and technology architectures"
ITSM is complicated because...
intangible nature of output
demand tightly coupled with customer's assets
high level of contact with customers
perishable nature of output
Outcome-based definition of service
customer outcome more important than requirements
"customers seek outcomes, but do not wish to have accountability or ownership of all the associated costs and risks."
Four Perspectives of ITSM
- People Perspective
- Product/Technology Perspective
- Process Perspective
"Automation is considered to improve the utility and warranty of services."
- adjust to demand
- across timezones
- basis for measuring and improving services
- computing power
- codified knowledge