Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library (ITIL) : 

Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library (ITIL) : 

Information Technology Infrastructure Library (ITIL) Mandated framework for any IT service industry today…!!! The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations. ITIL® is the most widely accepted approach to IT service management in the world today.

History of ITIL : 

History of ITIL The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. In year 2000, The CCTA merged into the OGC, Office for Government Commerce and in the same year, Microsoft used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF). In 2001, version 2 of ITIL was released. The Service Support and Service Delivery books were redeveloped into more concise usable volumes. Over the following few years it became, by far, the most widely used IT service management best practice approach in the world. In 2007 version 3 if ITIL was published. This adopted more of a lifecycle approach to service management, with greater emphasis on IT business integration.

ITIL Objectives : 

ITIL Objectives Get competitive advantage Improved customer satisfaction through a more professional approach to service delivery Improved IT services through the use of proven best practice processes Increased competence, capability and productivity of IT staff Reduce costs, risks, rework Improved systems/ applications/ IT Services availability Improved ROI of  IT

Slide 6: 

Service Support The Service Desk Incident Management Problem Management Configuration Management Release Management Change Management Service Delivery Service Level Management Availability Management IT Service Continuity Management Capacity Management Financial Management for IT Services

The Service Desk : 

The Service Desk To act as the single point of contact between the User and IT Service Management and track status of all customer interactions To handle Incidents and requests, and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management

Inputs to the Service Desk : 

Inputs to the Service Desk

Participants in IT Service Management : 

Participants in IT Service Management All IT Service Employees i.e.. IT Engineers, Team Leads, Managers, Senior Managers, AVP’s, Business Managers, Account Reps etc Other domain personnel willing to join IT management band wagon.

ISO 20000 :- how does it relate to ITIL : 

ISO 20000 :- how does it relate to ITIL Quality standard for IT Service Management Formal specification defined requirements for an organization to deliver managed services to acceptable quality to customers BS 15000 fast-tracked to become IS0 20000 ITIL forms the basis of the standard Standard = a list of criteria that needs to be met The standard versus the framework Standard = audit & certify against. Makes ITIL alive Framework = best practice that the standard is based on

In summary: : 

In summary: ITIL is: The international de-facto Best Practice for IT Service Management Process Approach to improving Quality, Efficiency and Effectiveness Service focused IT management, viewed from the perspective of IT customers and users Evolving, vendor-neutral, non-proprietary framework CobiT complementary, Certifiable through ISO20000 DEFINED COMMON SENSE