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The ITIL Standard
The Information Technology Infrastructure Library (ITIL) is a set of practices
for IT service management...
The Problem
In the diversified and agile nature of business as we know today, The
following are key issues that the busine...
A Possible Solution
The UK Government's Central Computer and Telecommunications Agency
(CCTA) in the 1980s developed a set...
The Latest Avatar of ITIL
ITIL through the years underwent several modifications and the latest version of
ITIL known as t...
The ITIL Framework
Service Strategy (SS)
The center and origin point of the ITIL Service
Lifecycle, the ITIL Service Strategy (SS) volume
pro...
Service Strategy (SS)
Competitive IT Strategy
That takes the business
Forward
1.
2.
3.
4.
5.

IT service management
Servic...
Service Design (SD)
The Service Design (SD) volume provides
good-practice guidance on the design of IT
services, processes...
Service Design (SD)
Service Design
Package
1.
2.
3.
4.
5.
6.
7.

Design coordination (2011 Edition)
Service Catalogue
Serv...
Service Transition (ST)
The Service transition (ST), as described by
the ITIL service transition volume, relates to
the de...
Service Transition (ST)
LIVE APPLICATIONS
(ON TIME & COST EFFECTIVE)
1.
2.
3.
4.
5.
6.
7.

Transition planning and support...
Service Operation (SO)
Service Operation (SO) aims to provide best
practice for achieving the delivery of agreed
levels of...
Service Operation (SO)
RESILIENT & ROBUST
PRODUCTION ENVIRONMENT

1.
2.
3.
4.
5.

Event management
Incident management
Req...
Continuous Service Improvement (CSI)
Continual service improvement, defined in the
ITIL continual service improvement volu...
Continual Service Improvement (CSI)
RESILIENT & ROBUST
PRODUCTION ENVIRONMENT
ITIL Certifications
Organization
ISO 20000

Individual
Foundation
Intermediate
Expert
Master
The ITIL
Certification
Path
Questions?
Intelligence – Integrity – Innovation
We invite you to take a closer look at what we can accomplish together.
Please visit...
ITIL Service Management Standard
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ITIL Service Management Standard

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This presentation comes to you from International Project Management Day 2013 - the annual global virtual summit from IIL that brings together business and technology leaders from around the world to discuss the latest trends and methods in business, leadership and communications. To view the accompanying video keynotes and presentations connect to the event here bit.ly/1blJSkE or purchase the DVD collection http://bit.ly/1fZ9Yc0

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Transcript of "ITIL Service Management Standard"

  1. 1. Information Technology Infrastructure Library (ITIL®) The de-facto IT Service Management Standard Ajay Kumar Duraiswamy ITIL is a registered trade mark of AXELOS Limited All images contained in this presentation are the copyrighted material of AXELOS Limited ©2013 International Institute for Learning, Inc., All rights reserved.
  2. 2. The ITIL Standard The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage The current form is in its 3rd version (known as ITIL v3 - 2011 edition)
  3. 3. The Problem In the diversified and agile nature of business as we know today, The following are key issues that the business usually faces: IT not aligned to business needs IT not responsive to ever changing business requirements IT processes are often non-standardized and non-repeatable (Ad-hoc) Business fails to see the value in running an IT department
  4. 4. A Possible Solution The UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations as government agencies and private sector contracts had started independently creating their own IT management practices. ITIL was built around a process-model based view of controlling and managing operations often credited to W. Edwards Deming and his plando-check-act (PDCA) cycle.
  5. 5. The Latest Avatar of ITIL ITIL through the years underwent several modifications and the latest version of ITIL known as the ITIL “V3” was published in May 2007 (updated in 2011). This version of the standard is described in five volumes: ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement
  6. 6. The ITIL Framework
  7. 7. Service Strategy (SS) The center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume provides guidance on clarification and prioritization of service-provider investments in services. Service Strategy focuses on helping IT organizations improve and develop over the long term by relying largely upon a marketdriven approach.
  8. 8. Service Strategy (SS) Competitive IT Strategy That takes the business Forward 1. 2. 3. 4. 5. IT service management Service portfolio management Financial management for IT services Demand management Business relationship management Distinctive Capabilities Market Focused
  9. 9. Service Design (SD) The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. The design of service is understood to encompass all elements relevant to technology service delivery such as how a planned service solution interacts with the larger business and technical environments.
  10. 10. Service Design (SD) Service Design Package 1. 2. 3. 4. 5. 6. 7. Design coordination (2011 Edition) Service Catalogue Service level management Availability management Capacity Management Information security mgmt. system Supplier management     Supporting Systems Tech. Architectures Processes Metrics
  11. 11. Service Transition (ST) The Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than business as usual (BAU).
  12. 12. Service Transition (ST) LIVE APPLICATIONS (ON TIME & COST EFFECTIVE) 1. 2. 3. 4. 5. 6. 7. Transition planning and support Change management Service asset and config. management Release and deployment management Service validation and testing Change evaluation Knowledge management TESTED & BUILT AS SPECIFIED ASSET & CONFIGURATION MANAGED TRANSITION DOCUMENTED
  13. 13. Service Operation (SO) Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs). Service Operation, is the part of the lifecycle where the services and value is actually directly delivered.
  14. 14. Service Operation (SO) RESILIENT & ROBUST PRODUCTION ENVIRONMENT 1. 2. 3. 4. 5. Event management Incident management Request fulfillment Problem management Identity management SERVICE DESK INCIDENT, PROBLEM & EVENT MANAGEMENT IT OPERATIONS (REQUEST FULFILMENT)
  15. 15. Continuous Service Improvement (CSI) Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-DoCheck-Act.
  16. 16. Continual Service Improvement (CSI) RESILIENT & ROBUST PRODUCTION ENVIRONMENT
  17. 17. ITIL Certifications Organization ISO 20000 Individual Foundation Intermediate Expert Master
  18. 18. The ITIL Certification Path
  19. 19. Questions?
  20. 20. Intelligence – Integrity – Innovation We invite you to take a closer look at what we can accomplish together. Please visit iil.com or contact learning@iil.com to learn more about our training, consulting, coaching, customized courses and other pathways for professional development. Connect with Us: facebook.com/IIL.Inc @IILGlobal bit.ly/IILlinkedin ©2013 International Institute for Learning, Inc., All rights reserved. bit.ly/IILgoogle youtube.com/IILGlobal allpm.com

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