ITIL is a framework of best practices for IT service management and delivery. It consists of a set of books that define procedures for organizing and managing internal IT services, as well as interface points between IT and the rest of the business. The ITIL framework focuses on aligning IT services with business needs, and provides guidance on operating more efficiently at lower cost while improving services. It covers the entire service lifecycle from strategy, design, transition, operation to continual improvement. Adopting ITIL helps organizations improve customer satisfaction, reduce costs, and enhance services.

1. (Professional Business Analyst Training organisation)
(Information Technology
Infrastructure Library)
ITIL

2.  What is ITIL?
ITIL is a set of best service management
practices framework which consists of set of
books called the IT Infrastructure Library that
defines industry accepted best practices and
approaches for the growth of IT Service and
Management sector to provide improved
customer relations and satisfaction.

3.  ITIL framework provides explicit base for
IT Service Management to effectively
deliver high quality information technology
(IT) services and customize the needs of
the organization in an efficient manner.

5. Traditional BA (Waterfall) Agile BA
Requirements are documented in Use
Cases,Business Requirements, Functional
requirements, UI Specifications, Business Rules.
Requirements are documented in Epics, User
Stories and optionally Business (or Essential) Use
cases.
Focuses on completeness of requirement and
spends time in ensuring the requirement is
unambiguous and has all the details.
Focuses on understanding the problem and being
the domain expert so that s/he can answer
questions from the development team swiftly and
decisively.
Focuses on getting a ‘sign off’ on the requirements.
Focuses on ensuring the requirements meet the
currentbusiness needs, even if it requires
updating them.
Often there is a wall between the BA/Business and
the Development team.
Agile BA (Often called as Product Owner) is part of
the team.
Tends to dictate solutions.
Has to remain in the problem domain, leaving the
development team ‘space’ to explore different
solutions.
Long turnaround. Quick turnaround.
Focus on what the requirements document said. In
other words, output (Artifact) is a well written
thorough requirements document.
Focus on the functionality of the developed
software. In other words, output (Artifact) is the
software that meets thebusiness needs.
 ITIL Roots
 ITIL is already 25 years old, created by UK
government in late 80's as an attempt to define
standard and eventually "best" practices.
 Earliest version/Version 1 - developed and
released in late 80's - Version 1 had no central
process model and were function based talking
about groups of people doing jobs.

6. Version 2 - released in 2001- Version 2
projects effectual service support and service
delivery with 7 core titles which in no-short
time became most widely used IT service
management best practice approach in the
world.
Version 3 - released in 2007- Version 3
embraced a life cycle approach to service
management with more focus on business
integration, strategy, outcomes and values.

7.  List of organizations which has adopted ITIL
are Shell, Hewlett Packard, IBM, NASA, British
Airways, Disney, Microsoft etc.
 ITIL Version3 (V3) Service life cycle
The V3 Service life cycle titles and subjects
are the latest practices being adopted in IT
Service and Management sector.

8.  ITIL V3 Service life cycle contains
following 5 titles organized into life cycle
approach.
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

9.  1. Service Strategy:
Service strategy defines intuition, guiding
principles, blueprint for establishing IT
services based on customer needs to achieve
and sustain business objectives and values.
It helps to develop strategic assets,
improved services, offerings and potential
customers to identify market and the target
area.

10. Service strategy has 4 processes namely
1. Strategy Generation
2. Demand Management
3. Service Portfolio Management
4. Financial Management

11.  2. Service Design :
Service Design defines the design of new or
changed business processes in accordance with
the business requirements that going to get
launch soon in the market.
It's based upon the Service Strategy objectives
and policies with an emphasis on people and
processes.
Risks are promptly identified and effectively
managed in prior to allows substantial scope to
abate the risks efficiently.

12.  Service design has 7 processes namely
1. Service Catalogue Management
2. Service Level Management
3. Supplier Management
4. Availability Management
5. Capacity Management
6. Information Security Management
7. IT Service Continuity Management

13.  3. Service Transition :
Service Transition make sure that the new or
changed Service Strategy, business
requirements are testified and approved to
deploy service releases into operations
successfully.
It make sure that all the changes proposed in
Service Design phase are realized absolutely.

14.  Service design has 7 processes namely
1. Transition Planning and Support
2. Change Management
3. Service Asset & Configuration Management
4. Release and Deployment Management
5. Service Validation and Testing
6. Evaluation
7. Knowledge Management Evaluation

15.  4. Service Operation :
Service operations proposes certain metrics,
guidelines according to the service design and
service transition to coordinate and carry out
the activities and achieve efficiency and
effectiveness in the delivery of managed
services at agreed levels.
Service operation creates better values to the
consumers who utilizes services.

16.  Service design has 5 processes namely
1. Event Management
2. Incident Management
3. Request Fulfillment
4. Problem Management
5. Access Management

17.  5. Continual Service Improvement :
Continual Service Improvement scrutinize,
evaluate and makes the necessary
corrections and exhortation to the existing
or new services and business process across
the whole Service Life-cycle.
It tries to keep on improving the strategies
in all the stages of life-cycle approach.

18.  Continual Service Improvement has 4
processes namely
1. Seven Step Improvement Process
2. Service Management Process
Measurement
3. Service Reporting
4. Service Improvement Plan

19.  ITIL Benefits
 ITIL is most widely accepted and used best
practice service management
framework worldwide which provides improved
customer relations and satisfaction.
Better quality of service and reliability can be
achieved.
It provides cost escalation, risk management
and priorities for improvement in a most efficient
ways.

20. ITIL best practices reduces the support cost by
30%, increases value from service portfolio with
reduced cost and risk.
It provides users a better sophistication levels to
the services, enquiries and complaints.
It gives vast identification of areas for
improvement and quality of IT-related
information for optimal management and
decision making.

21. It greatly helps an organization to improve
resource utilization, decrease rework,eliminate
redundant work, improve upon project
deliverables and time.
ITIL is one of the most well-defined processes
which easily makes an individual to gain a better
understanding of roles and responsibilities and
how each of them can contribute to the success of
IT and the business, which is a big added
advantage.

22.  It's a complete package in itself which
provides exhaustive material to study and
refer, proper training to get an edge on all
the titles, supporting software tools and
training certification to be a certified ITIL in
a market.