Introduction To ITIL
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Introduction To ITIL

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A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.

A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.

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Introduction To ITIL Introduction To ITIL Presentation Transcript

  • Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009
  • What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287
  • Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538
  • Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536
  • Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535
  • “ IT Service Management,” or ITSM, is the study of IT in terms of the services it provides. http://www.flickr.com/photos/47568208@N00/148037316
  • The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.
  • One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
  • Service Strategy
    • Service Strategy Activities
    • Service Portfolio Management
    • Financial Management
    • Demand Management
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
  • Service Design
    • Service Catalog Management
    • Service Level Management
    • Availability Management
    • Capacity Management
    • Information Security Management
    • IT Service Continuity Management
    • Supplier Management
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
  • Service Transition
    • Change Management
    • Release and Deployment Management
    • Service Asset and Configuration Management
    • Knowledge Management
    • Service Validation
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
  • Service Operation
    • Access Management
    • Event Management
    • Incident Management
    • Problem Management
    • Request Fulfillment
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
  • The Six-Step Improvement Model
  • ITIL’s Service Lifecycle 5. Continual Service Improvement
    • What have we done at WFU?
  • We created a change management procedure. Receive Classify Analyze
  • Approve Build Test Schedule Implement Review Close
  • We created a technical service catalog. CAMPUS WIDE APPLICATIONS BANNER SERVICES ADMINISTRATION DEPARTMENTAL APPLICATIONS MONITORING SECURITY AND ACCESS OTHER PHYSICAL INFRASTRUCTURE DATA STORAGE AND RECOVERY WIN SERVICES CONNECTIVITY ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION TELECOMMUNICATIONS Unified Messaging Voice Over Internet Protocol (VoIP) Voicemail Basic Telephone Service Automatic Call Distributor (ACD) Long Distance Service Telephone Menus DEDICATED TECHNICAL SUPPORT
  • Where can you go to learn more?
    • ITIL Foundations Training
    • itSMF Central Carolina Local Interest Group
    • University ITSM Web Site
      • http://itsm.is.wfu.edu
    • Other questions?