ITIL Information Technology Infrastructure Library
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.”
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 C A Quality Improvement ITIL Plan Do Check Act
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 we have arrived? Vision and business objectives Assessments Process improvement or re-engineering Metrics and measurements
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 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.