This document provides an overview of ITIL (Information Technology Infrastructure Library) and compares it to other frameworks such as RUP (Rational Unified Process) and PMI (Project Management Institute). ITIL is a set of best practices for IT service management owned by the UK government. The current version is ITIL v3 which defines 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains various processes and functions. The document also discusses differences between concepts in ITIL like processes, functions, and lifecycles compared to those in other frameworks.

1. ITIL® V3 OVERVIEW
COMPARISON OF ITIL, RUP, PMI
Oleksa Stelmakh
PMP©

2. ITIL® AND SERVICE MANAGEMENT
 Office of Government Commerce (OGC)
 Information Technology Infrastructure Library (ITIL)
 The ITIL Core (5 publications)
 The ITIL Complementary Guidance
 ITIL
 Set of best practices, NOT pure process, NOT a framework
 ITIL History
 1989, ITIL v1, 30 volumes
 2001, ITIL v2, 8 volumes
 2007, ITIL v3, 5 volumes, 26 processes and functions
 2009, ITIL v2 withdrawn
 Certifications
 Foundation  Intermediate  Expert  Master

3. Service
Design
Service
Transition
Service
Operation
Continual
Service
Improvement
ITIL® V3 SERVICE LIFECYCLE MODEL
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service
Improvement

4. OBJECTIVES OF SERVICE MANAGEMENT
 Service Strategy
 Design, develop and implement service management as a strategic asset
and assisting growth of the organization
 Service Design
 Convert the strategic objectives defined during Service Strategy into
Services and Service Portfolios; Design of IT Services
 Service Transition
 The primary objective of Service Transition is the development and
improvement of capabilities for transitioning new and modified services into
operation.
 Service Operation
 The Service Operation lifecycle phase is primarily focused on the
management of IT Services that ensures effectiveness and efficiency in
delivery and support.
 Continual Service Improvement
 Continual Service Improvement is the phase that binds all the other
elements of the Service Lifecycle together and ensures that both the
services and the capabilities for providing them continually improves and
matures.

5. SERVICE STRATEGY: THE FOUR PS
Perspective
• Vision
• Direction
Position
• Decision to adopt
a well-defined
stance
Plans
• Means of
transitioning from
‘as is’ to ‘to be’
Patterns
• Decisions and
actions over time

6. ITIL® V3 SERVICE LIFECYCLE MODEL
Service
Strategy
Financial IT Mgt
Demand Mgt
Service Portfolio Mgt
Service Design
Capacity Mgt
Availability Mgt
Continuity Mgt
Service Level Mgt
Service Catalogue Mgt
Information Security
Mgt
Supplier Mgt
Service Transition
Transition Planning and Support
Change Management
Service Asset and
Configuration Management
Release and Deployment
Management
Service Validation and Testing
Evaluation
Knowledge Management
Service Operation
Incident Mgt
Problem Mgt
Access Mgt
Request Fulfillment Mgt
Event Mgt
Service Desk Function
IT Operations Mgt Function
Application Mgt Function
Technical Mgt Function
PROCESS
FUNCTIONS
ELEMENTS, VOLUME
S
Technica
l Support
Group

7. SERVICE, PROCESS, FUNCTION
 Service
 A means of delivering value to customers by facilitating outcomes customers
want to achieve without the ownership of specific costs or risks.
 Process
 A set of coordinated activities combining and implementing resources and
capabilities in order to produce an outcome and provide value to customers
or stakeholders.
 Function
 A team or group of tools they use to carry out one or more Processes or
Activities. Functions provide units of organization responsible for specific
outcomes.
 Capability
 The ability of an Organization, person, Process, Application, Configuration
Item or IT Service to carry out an Activity.
Capabilities are intangible Assets of an Organization.
 System
 A system is a group of interacting, interrelated, or interdependent
components that form a unified whole, operating together for a common
purpose.
ITIL v2 ITIL v3
How? Why?

8. CAPABILITIES VS. RESOURCES
Capabilities
Management
Organization
Processes
Knowledge
People
Resources
Financial
capital
Infrastructure
Applications
Information
People

9. MANAGEMENT AND LIFECYCLE
 Lifecycle
 The natural process of stages that an organism or inanimate object goes
through as it matures. (THEY CAN OVERLAP, they are not separate, nor are
the phases necessarily carried out in a particular order)
 Service Management
 A set of specialized organizational capabilities for providing value to
customers in the form of services. The capabilities take the form of functions
and processes for managing services over a lifecycle
 Service Management Lifecycle
 An approach to IT Service Management that emphasizes the importance of
coordination and Control across the various Functions, Processes, and
Systems necessary to manage the full Lifecycle of IT Services
 Application Management (Program)
 The Function responsible for managing Applications (=software) throughout
their Lifecycle
 SERVICE Development Lifecycle (SDLC, Software Service DLC)
 Is a structure imposed to provide service to clients (There is no worldwide
definition!)
ITIL v2 ITIL v3
How? Why?

10. APPLICATION MANAGEMENT
Source: http://www.csscorp.com/enterprise-it-support/application-

11. LIFECYCLES: CONFUSION OF TERMS
ITIL PMI
Software [Development] Process =
Software [Development] Lifecycle
(SDLC)
A software development
process is a structure imposed on the
development of a software product.
SERVICE [Development] Lifecycle

12. ITIL VS. RUP: MIXTURE OF “PHASE” USAGE
Requirem
ents
Design
Build
Deploy
Operate
Optimize
Business
modeling
Requirem
ents
Design
Implement
ation
Test
Deployme
nt
Engineering Disciplines of RUP
SDLC
Phases of ITIL® v3 Application
Management Lifecycle
Transition Phase
Construction Phase
Elaboration Phase
Inception PhaseService Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
ITIL V3 SERVICE LIFE CYCLE
ELEMENTS
RUP PROJECT LIFE CYCLE
PHASES

13. REQUIREMENTS project phase
Monitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
DESIGN project phase
Monitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
CODING, TESTING, DEPLOYMENT project
phasesMonitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
TURNOVER TO OPERATION project phase
Monitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
PMBOOK® 4
PROJECT MANAGEMENT
LIFE CYCLE &
PROJECT LIFE CYCLE

14. PRODUCT LIFE CYCLE (PMI)

15. SERVICE DEVELOPMENT LIFECYCLE (SDLC)
Feasibility study
Analysis
Design
Testing
Implementation
Evaluation
Maintenance

16. EVENT MANAGEMENT
 Active monitoring tools that poll key CIs to
determine their status and availability. Any
exceptions will generate an alert that needs to
be communicated to the appropriate tool or
team for action
 Passive monitoring tools that detect and
correlate operational alerts or communications
generated by CIs.

17. IT OPERATIONS MANAGEMENT
 Operations control
 Console management
 Job scheduling
 Backup and restore
 Print and output management
 Maintenance activities on behalf of Technical or
Application Management teams
 Facilities management
 Data Centers
 Recovery Sites
 Consolidation
 Contracts

18. SERVICE OPERATION FUNCTIONS
Service Desk
Function
Technical Support
Groups
Technical
Function
IT Operations
Function
Application
Management
Function

19. SERVICE OPERATION
Service Desk
Function
Technical Support
Groups
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
IT Operations Management Function
Application Management Function
Technical Management Function

20. ITIL® V3 SERVICE LIFECYCLE MODEL
Service
Strategy
Financial IT Mgt
Demand Mgt
Service Portfolio Mgt
Service Design
Capacity Mgt
Availability Mgt
Continuity Mgt
Service Level Mgt
Service Catalogue Mgt
Information Security
Mgt
Supplier Mgt
Service Transition
Transition Planning and Support
Change Management
Service Asset and
Configuration Management
Release and Deployment
Management
Service Validation and Testing
Evaluation
Knowledge Management
Service Operation
Incident Mgt
Problem Mgt
Access Mgt
Request Fulfillment Mgt
Event Mgt
Service Desk Function
IT Operations Mgt Function
Application Mgt Function
Technical Mgt Function
PROCESS
FUNCTIONS
ELEMENTS, VOLUME
S
Technica
l Support
Group

21. THANK YOU