itil awareness
DESCRIPTION
General informationTRANSCRIPT
ITIL V3 Overview
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AGENDA
• ITIL & History• ITIL Implementation Approach• Service Lifecycle• Processes
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ITIL
Information
Technology
Infrastructure
Library
A set of documents that describe industry best practices for
IT Service Management
• ITIL is a best practices framework • Systematic approach to high quality IT service delivery
ITIL History
• ITIL started in 80s. – 40 publications!
• v2 came along in 2002– Still Large and complex– 8 Books
• v3 in 2007– Much simplified and rationalised to 5 books– Much clearer guidance on how to provide service
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Core ITIL v3 Library
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ITIL Implementation Approach
What is the vision?What is the vision?
Where are we now?Where are we now?
Where do we want to be?Where do we want to be?
How do we get to where we want to be?
How do we get to where we want to be?
Have our milestones been achieved?
Have our milestones been achieved?
High-Level ObjectivesHigh-Level Objectives
AssessmentsAssessments
Measurable TargetsMeasurable Targets
Process ImprovementsProcess Improvements
Measurements and Metrics
Measurements and Metrics
How do we keep the momentum going?
How do we keep the momentum going?
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Service Lifecycle
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ITIL Service Lifecycle
Requirements --- Service Level Package (SS)-Service Design Package (SD)-Service Implementation, Testing and Validation (ST)--Service in to Live environment (SO)- Improvement (CSI)
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Service Strategy
• Service Strategy is about the selection of services a Service Provider will offer to customers.
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Service Design
• The Service Design lifecycle phase is about the design of services and all supporting elements for introduction into the live environment
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Service transition
• Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services.
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Service Operation
• The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business
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Continual Service Improvement
• Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs.
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7 Steps to Improvement
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ITIL Processes by Lifecycle Phase Lifecycle Phase Processes Service Strategy
Service Strategy Service Portfolio Management Demand Management Financial Management
Service Design Service Catalog Management Service Level Management Availability Management Capacity Management Service Continuity Management IT Security Management Supplier Management
Service Transition Change Management Service Asset and Configuration Management Release and Deployment Management Transition Planning and Support * Service Validation and Testing * Evaluation * Knowledge Management *
Service Operation Incident Management Problem Management Event Management Service Request Fulfillment Access Management
Continual Service Improvement The Seven Step Improvement Process
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Questions?
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Thank You
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