ITIL-Key Approach To Arouse Your Business

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Basic Introduction on ITIL with brief discussion on Incident Management Parameters and RACI Model.

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ITIL-Key Approach To Arouse Your Business

  1. 1. ITIL® - Key Concepts
  2. 2. What is ITIL ?  Framework of Best Practices  Founded by OGC (Office of Government Commerce), UK 2 Service Level Management Financial ManagementAvailability Management IT Service Continuity Management Capacity Management Service Delivery Service Desk Change Management Release ManagementIncident Management Configuration Management Problem Management Service Support
  3. 3. Incident Management 3 Incident ? Any event which is not part of standard operation and may cause and interruption/reduction in quality of service.
  4. 4. Incident Management - Parameters 4
  5. 5. RACI Model Responsibility - Person responsible for executing the task. Should be atleast 1. Accountability - Person accountable for the task. Should be atleast and utmost 1. Consulted - Person consulted for advice or know-how. Informed - Person informed about the whereabouts and updated on status. This is a tool for assigning four key roles to any important task or activity. 5
  6. 6. Example for RACI Model Tasks Developer TeamLead Functional Manager Gathering business requirements from Customer I R/A C Development and requirement validations R A C I Testing and documentation R R/A C I Project planning and management I R R A 6
  7. 7. Questions ? 7 Email Us @ support@architectsap.com
  8. 8. Email: support@architectsap.com Corporate URL: www.architectsap.com Worldwide Offices: USA (Dallas) India (Pune) Partner Offices: Monterrey (Mexico) Frankfurt (Germany) Stockholm (Sweden)

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