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www.it.utah.edu
ITILInformation Technology
Infrastructure Library
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Definition
“ITIL provides a comprehensive,
consistent and coherent set of best
practices for IT Service ManagementProcesses, promoting a quality approachto achieving business effectiveness and
efficiency in the use of informationsystems.”
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Objectives
• Align IT services with current and futureneeds of the business and its Customers.
• Improve the quality of the IT servicesdelivered.
• Reduce the long-term cost of serviceprovision.
• Comply with federal regulations, i.e.,HIPAA, Sarbanes Oxley (sox)
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Continuous Improvement Model
P D
CA PlanDo
Check
Act
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Progressive Improvement
How do we get where
we want to be?
Where are we now?
Where do we want to be?
How do we know wehave arrived?
Vision andbusiness objectives
Assessments
Process improvement
or re-engineering
Metrics andmeasurements
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ITIL Service Management
Service Support Service Delivery
Service Desk *
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Level Management
Financial Management
Capacity Management
Service Continuity Mgmt
Availability Management
* Service Desk is afunction, not a process
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Process Prioritization
Because ITIL is a comprehensiveset of best practices, adoption
must be prioritized to prevent ashift of focus from clients to ITIL.
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Progressive Improvement
How do we get where
we want to be?
Where are we now?
Where do we want to be?
How do we know wehave arrived?
Vision andbusiness objectives
Assessments
Process improvement
or re-engineering
Metrics andmeasurements
Where do we want to be?Vision and
business objectives
Where are we now? Assessments
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ITIL Service Management
Service Support Service Delivery
Service Desk *
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Level Management
Financial Management
Capacity Management
Service Continuity Mgmt
Availability Management
* Service Desk is afunction, not a process
Service Desk *
Incident Management
Service Level Management
Configuration Management