The document provides an overview of the Information Technology Infrastructure Library (ITIL), detailing its history, core publications, and service management practices. ITIL emphasizes aligning IT services with business needs through structured lifecycle stages, including service strategy, design, transition, operation, and continual service improvement. Additionally, it covers ITIL certifications and the evolution from versions v1 to v3, highlighting key processes and functions involved in IT service management.

1. INFORMATION TECHNOLOGY
INFRASTRUCTURE LIBRARY{ITIL}

2. AGENDA
• Introduction
• History
• Overview of ITIL V3
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Overview of ITIL v2
• Certifications
A.H

3. INTRODUCTION
• A set of practices for ITSM that focuses on aligning IT services with needs of business
• Current form of ITIL (v3)is published In series of 5 core publications, each of which
covers ITSM Lifecycle stage
• ITIL is a registered trademark of United Kingdom’s Office of Government Commerce
(OGC)
• The IT Infrastructure Library originated as a collection of books, each covering a specific
practice within IT service management
A.H

4. HISTORY
• Keeping in view the growing dependence on IT ,U.K’s Central Computer &
Telecommunications Agency (CCTA) in 1980’s developed a set of recommendations
• ITIL was built around a process model based view of controlling & managing operations
often credited to W.E.Deming & his Plan-Do-Check-Act Cycle (PDCA)
A.H

5. ITIL TIMELINE
• 1989 to 1996 ITIL Version 1 published as collection of books based upon
recommendations by the UK CCTA Agency.
• 2001 ITIL V1 officially retired.
• 2001 ITIL V2 published to consolidate ITIL V1 to 8 books (or volumes).
• 2006 ITIL V2 glossary published. Most widely circulated ITIL publication to date.
Circulation and adoption includes US and Canada.
• 2007 ITIL V3 published to consolidate ITIL V2 to 5 books (or volumes).
• 2009 ITIL V2 officially retired
• 2011 ITIL V3 2011 Update is published.
A.H

6. OVERVIEW OF ITIL V3
• An extension of ITIL v2 & fully replaced it following completion of withdrawal period on 30,
June 2011
• ITIL v3 provides more holistic perspective on full lifecycle of services covering entire IT
organization
• 2011 edition consists of 5 core publications
4. Service Strategy
5. Service Design
6. Service Transition
7. Service Operation
8. Continual Service Improvement
A.H

7. A.H

8. SERVICE STRATEGY
• It provides guidance on clarification & prioritization of service provider investments in
Services
• It focuses on helping IT organizations improve & develop over long term.
• List of covered processes are :
• Strategy Management of IT Services
• Service Portfolio Management
• Financial Management of IT Services
• Demand Management
• Business Relationship Management
A.H

9. SERVICE DESIGN
• It provides guidance on design of IT services, processes & other aspects of service
management effort
• List of covered processes are :
1.Design coordination (Introduced in ITIL 2011 Edition)
2.Service Catalogue
3.Service level Management
4.Availability Management
5.Capacity Management
6.IT Service Continuity Management (ITSCM)
7.Information Security Management System
8.Supplier Management
A.H

10. SERVICE TRANSITION
• It relates to delivery of services requires by a business into Live/Operational use
• List of ITIL processes in Service Transition (ST):
1.Transition planning and support
2.Change management
3.Service asset and configuration management
4.Release and deployment management
5.Service validation and testing
6.Change evaluation
7.Knowledge management
A.H

11. SERVICE OPERATION
• Service Operation (SO) aims to provide best practice for achieving the delivery of agreed
levels of services both to end-users and the customers.
• Service Operation is part of lifecycle where services & value is actually delivered.
• List of processes covered are :
1.Event management
2.Incident management
3.Request management
4.Problem management
5.Access management
A.H

12. • Event management plays a significant role in ensuring Operational Health of IT Services
• Incident Management’s Primary Goal is to Restore Normal Service as quick as possible
& to minimize Business Impact
• Request Management focuses on fulfilling of Service Requests which are often minor
changes
• Problem Management aims to resolve root cause of Incident
• Access Management Aims on granting Right Access To Right Users
A.H

13. ITIL FUNCTIONS
1. Service Desk
2. Application Management
3. IT Operations Management
4. Technical management
A.H

14. SERVICE DESK
• The service desk is one of four ITIL functions and is primarily associated with the Service
Operation lifecycle stage.
• Tasks include handling incidents and requests, and providing an interface for other ITSM
processes.
• Primary purposes of a service desk include:
 Incident control : life-cycle management of all service requests
 Communication : keeping a customer informed of progress and advising on workarounds
A.H

15. APPLICATION MANAGEMENT
• It encompasses a set of best practices proposed to improve the over all quality of It
Software development
• Software asset management (SAM) is a primary topic of ITILv2 and is closely associated
with the ITILv3 Application Management function
• SAM practices include:
 maintaining software license compliance
 tracking inventory and software asset use
 maintaining standard policies and procedures surrounding definition, deployment,
configuration, use, and retirement of software assets and the definitive software library.
A.H

16. IT OPERATIONS MANAGEMENT
• It provides day-to-day technical supervision of IT Infrastructure
• Operations are responsible for the following:
3. a stable, secure IT infrastructure
4. a current, up to date operational documentation library ("ODL")
5. a log of all operational events
6. maintenance of operational monitoring and management tools.
7. operational scripts & procedures
A.H

17. TECHNICAL MANAGEMENT
• It’s a specialist area for IT Infrastructure
• Technical management provides a number of specialist functions:
 Research and Evaluation,
 Market Intelligence (particularly for design and planning and capacity management),
 Specialist technical expertise (particularly to operations and problem management),
 Creation of documentation.
A.H

18. CONTINUAL SERVICE IMPROVEMENT
• Aims to align and realign IT services to changing business needs by identifying and
implementing improvements to the IT services that support the business processes
• Improvement initiatives typically follow a seven-step process:
1.Identify the strategy for improvement
2.Define what you will measure
3.Gather the data
4.Process the data
5.Analyse the information and data
6.Present and use the information
7.Implement improvement
A.H

19. OVERVIEW OF ITIL V2
• They consisted of eight distinct sets:
2. Service Support
3. Service Delivery
4. Information & Communication Technology (ICT) Infrastructure Management
5. Security Management.
6. Applications Management
7. Software Asset management
8. Planning To Implement Service Management
9. The Business Perspective
A.H

20. CERTIFICATIONS
ITIL v2 ITILv3
Foundation Foundation
Practitioner Intermediate
Manager Expert
Master
A.H

21. CREDIT PROFILER
A.H

22. Life Cycle Modules Capability Modules
1. Service Strategy {S.S} 1. Service Offerings & Agreements (SOA)-
{S.S & S.D}
3. Service Design{S.D}
3. Release, Control & Validation (RCV) –
5. Service Transition{S.T} {S.T & S.O}
7. Continual Service Improvement {C.S.I} 5. Operational Support & Analysis (O.S &
A)-{S.O & CSI}
7. Planning, Protection & Optimization (PP
& O)- {S.D}
A.H

23. CREDITS & CERTIFICATION
• At Foundation Level , Candidates are awarded a certification and 2 credits
• At Intermediate Level, We need to a total of 15 credits must be earned
• A candidate wanting to achieve the Expert level will have to gain the required number of
credits (22).
• Expert Level is accomplished with two credits from Foundation, then 15 from
Intermediate, and finally 5 credits from the "Managing Across the Lifecycle" exam
• Master Level, Currently in pilot phase this qualification has no training course or exam
associated with it. To gain qualification as an ITIL Master, candidates have to have
his/her work assessed by a panel of experts.
A.H