ITIL Presentation

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Information Technology
Infrastructure Library –
ITIL(Foundation Level)
Presented By : Waheed
Khan

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WIFFM

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What’s in it for me
• What is ITIL - Best Practices
methodology for managing IT
Services. Also it means
delivering value
• What does it focuses on – Focuses
on IT Services
• Key benefits of adopting ITIL –
Providing guidance to the
organizations
• Who is adopting it – NASA/Disney

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A Brief list of ITIL
Milestone defined

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Levels of Certifications

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ITIL Core Concepts
• Services
• Service Management
• ITIL as a good practice framework
• Processes
• Functions
• Roles
• Service Life Cycle

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Services
• Means of delivering value to the
customers without requiring the
customer to own specific cost and
risk!

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Service Management
• Set of specialized capabilities
for delivering value to customers
in the form of services
• ITIL is the framework for IT
Service Management

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ITIL – Good Practice
Framework
• What are good practices?
- Practices widely accepted and
adopted
- May come from number of sources
including:
- Standards
- Public Frameworks
- Academic Research
- Proprietary knowledge

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Roles
• Collections of specific
responsibilities and privileges
• Standard roles include…

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Process
• Structured set
of activities
• Four basic
characteristics
– Transform inputs in
to outputs
– Deliver results to
specific customer or
stakeholder
– Measurable
– Triggered by
specific events

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Functions (related to Service Management)
• Self contained
subsets of an
organization
– Intended to
accomplish specific
task
• Take the form of a
team or group of
people and the tools
being used
• Add structure and
stability to the
organization
• Supported by budget

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Components of ITIL Framework
• Service Strategy
• Service Design
• Service
Transition
• Service
Operations
• Continuous
Service
Improvement(CSI)
• ITIL - Explained

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Service Strategy
• Service Portfolio Management
• Demand Management
• Finance Management

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Types of Services
• Core Services
• Enabling Services
• Enhancing Services

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Service Design
• Service Level Management
• Service Catalogue Management
• Availability Management
• Information Security Management
• Supplier Management
• Capacity Management
• Service Continuity Management

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Service Transition
• Service Asset and Configuration
Management
• Change Management
• Release & Deployment Management
• Knowledge Management

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Service Operation
• Event Management
• Request Fulfillment
• Incident Management
• Problem Management
• Access Management

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Continuous Service
Improvement
• It is mainly concerned with
alignment and re-alignment of
services, processes, functions,
etc. with changing business needs
• It deals with the consistent
applications of quality management
methods to the overall service
management efforts

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Concepts and Models
• Deming Cycle is an improvement
model
– Created by W. Edwards Deming
– Consists of four simple steps
– Plan, Do, Check, Act

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Continuous Service
Improvement Model
• Simple set of guiding questions
• Used to organize and perpetuate an
improvement program

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Questions & Answers Session

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Thank You….
Any Questions…