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.

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Introduction To ITIL

  1. 1. Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009
  2. 2. What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287
  3. 3. Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538
  4. 4. Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536
  5. 5. Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535
  6. 6. “ 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
  7. 7. The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.
  8. 8. One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement
  9. 9. ITIL’s Service Lifecycle 5. Continual Service Improvement
  10. 10. ITIL’s Service Lifecycle 5. Continual Service Improvement
  11. 11. Service Strategy <ul><li>Service Strategy Activities </li></ul><ul><li>Service Portfolio Management </li></ul><ul><li>Financial Management </li></ul><ul><li>Demand Management </li></ul>
  12. 12. ITIL’s Service Lifecycle 5. Continual Service Improvement
  13. 13. Service Design <ul><li>Service Catalog Management </li></ul><ul><li>Service Level Management </li></ul><ul><li>Availability Management </li></ul><ul><li>Capacity Management </li></ul><ul><li>Information Security Management </li></ul><ul><li>IT Service Continuity Management </li></ul><ul><li>Supplier Management </li></ul>
  14. 14. ITIL’s Service Lifecycle 5. Continual Service Improvement
  15. 15. Service Transition <ul><li>Change Management </li></ul><ul><li>Release and Deployment Management </li></ul><ul><li>Service Asset and Configuration Management </li></ul><ul><li>Knowledge Management </li></ul><ul><li>Service Validation </li></ul>
  16. 16. ITIL’s Service Lifecycle 5. Continual Service Improvement
  17. 17. Service Operation <ul><li>Access Management </li></ul><ul><li>Event Management </li></ul><ul><li>Incident Management </li></ul><ul><li>Problem Management </li></ul><ul><li>Request Fulfillment </li></ul>
  18. 18. ITIL’s Service Lifecycle 5. Continual Service Improvement
  19. 19. The Six-Step Improvement Model
  20. 20. ITIL’s Service Lifecycle 5. Continual Service Improvement
  21. 21. <ul><li>What have we done at WFU? </li></ul>
  22. 22. We created a change management procedure. Receive Classify Analyze
  23. 23. Approve Build Test Schedule Implement Review Close
  24. 24. 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
  25. 25. Where can you go to learn more? <ul><li>ITIL Foundations Training </li></ul><ul><li>itSMF Central Carolina Local Interest Group </li></ul><ul><li>University ITSM Web Site </li></ul><ul><ul><li>http://itsm.is.wfu.edu </li></ul></ul>
  26. 26. <ul><li>Other questions? </li></ul>

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