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  • 1. Ridi Ferdiana | ridi@acm.org Version 1.1.0
  • 2. ITIL History ITIL Coverage ITIL Characteristics ITIL and ITSM ITIL Myths ITIL services ITIL Case studies
  • 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. Business is composed from several services Each services could be replaced with IT Services need a management Customer Experiences Behind The Scene Experiences
  • 5. The need of Services Management Standard
  • 6. Service Support Service Delivery Security Management Application Management Capacity management Planning to Implement Service Management The Business Perspective
  • 7. Best practice guidance Non- proprietary Comprehensive Consistent terminology
  • 8. ITSM ITIL
  • 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. Everything about services (1997) Service Strategy Service Design Service Transition Service Operation Continous Service Improvement
  • 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. 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. Service-catalog management Service-level management Capacity management Availability management IT service continuity management Information security management Supplier and contract management
  • 14. Change management Service asset and configuration management Knowledge management Release and deployment management Service evaluation Service validation and testing
  • 15. Event management Incident management Request fulfillment Problem management Access management
  • 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. 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