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

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

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

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

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?

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

ITIL Foundations Training

itSMF Central Carolina Local Interest Group

University ITSM Web Site

http://itsm.is.wfu.edu

Other questions?

Other questions?