Ridi Ferdiana | ridi@acm.org
Version 1.1.0
ITIL History
ITIL Coverage
ITIL Characteristics
ITIL and ITSM
ITIL Myths
ITIL services
ITIL Case studies
The British government saw that its vast
bureaucracy was depending more and more on
computers (80)
IBM Yellow Books. They ...
Business is composed from several services
Each services could be replaced with IT
Services need a management
Customer Exp...
The need of Services Management Standard
Service Support
Service Delivery
Security Management
Application Management
Capacity management
Planning to Implement Serv...
Best practice
guidance
Non-
proprietary
Comprehensive
Consistent
terminology
ITSM
ITIL
You Must
Implement All ITIL
or No ITIL at All
There is little
need to
understand ITIL
origins
ITIL is Based on
Infrastruct...
Everything about services (1997)
Service Strategy
Service Design
Service
Transition
Service
Operation
Continous
Service
Im...
The major purpose of capacity
management is to avoid waste
Every new piece of hardware requires one
set of resources to pr...
Services Strategies
Strategy considerations: IT needs to align with
business objectives that include understanding
custome...
Service-catalog management
Service-level management
Capacity management
Availability management
IT service continuity mana...
Change management
Service asset and configuration
management
Knowledge management
Release and deployment management
Servic...
Event management
Incident management
Request fulfillment
Problem management
Access management
Service measurement: The section provides
guidelines on monitoring and measuring
your services
Service reporting: guidelin...
ITIL is about standard in IT infrastructure
ITIL provides best pracices in Industry
ITIL Characteristics is adopted for
te...
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4 mis-itil

  1. 1. Ridi Ferdiana | ridi@acm.org Version 1.1.0
  2. 2. ITIL History ITIL Coverage ITIL Characteristics ITIL and ITSM ITIL Myths ITIL services ITIL Case studies
  3. 3. The British government saw that its vast bureaucracy was depending more and more on computers (80) IBM Yellow Books. They touched on issues of infrastructure performance, programming standards, and service levels (81) Centralized Telecommunications and Computing Agency (CTCA) completed the version 1 of ITIL (89) Information Technology Service Management Forum (itSMF) is established to improve ITIL (91) 1998 ITIL v2
  4. 4. Business is composed from several services Each services could be replaced with IT Services need a management Customer Experiences Behind The Scene Experiences
  5. 5. The need of Services Management Standard
  6. 6. Service Support Service Delivery Security Management Application Management Capacity management Planning to Implement Service Management The Business Perspective
  7. 7. Best practice guidance Non- proprietary Comprehensive Consistent terminology
  8. 8. ITSM ITIL
  9. 9. You Must Implement All ITIL or No ITIL at All There is little need to understand ITIL origins ITIL is Based on Infrastructure Management Principles ITIL Applies Mostly to Data Center Operations Everyone Needs to be Trained on ITIL Fundamentals ITIL Processes Should be Implemented Only One at a Time ITIL Provides Detailed Templates for Implementation ITIL Framework Applies Only to Large Shops ITIL Recommends Tools to Use for Implementation
  10. 10. Everything about services (1997) Service Strategy Service Design Service Transition Service Operation Continous Service Improvement
  11. 11. The major purpose of capacity management is to avoid waste Every new piece of hardware requires one set of resources to produce it A part of making IT more sustainable to provide resource forecasts for budget and planning activities
  12. 12. Services Strategies Strategy considerations: IT needs to align with business objectives that include understanding customer needs Financial management: includes guidelines on budgeting, accounting, and charging. Portfolio management: manage them from a financial perspective Demand management: consumers demanded the service but you didn't have the capacity to meet the demand
  13. 13. Service-catalog management Service-level management Capacity management Availability management IT service continuity management Information security management Supplier and contract management
  14. 14. Change management Service asset and configuration management Knowledge management Release and deployment management Service evaluation Service validation and testing
  15. 15. Event management Incident management Request fulfillment Problem management Access management
  16. 16. Service measurement: The section provides guidelines on monitoring and measuring your services Service reporting: guidelines on the kinds of information that you should present
  17. 17. ITIL is about standard in IT infrastructure ITIL provides best pracices in Industry ITIL Characteristics is adopted for technology but aligned for Business ITIL is standard, ITSM is a basic concept
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