This PPT Gives a overview of ITIL History & Concepts of ITIL Along with Certification Credit Pro filer ; Thanks, Arshad Havaldar

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
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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
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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)
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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.
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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
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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
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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
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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
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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
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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
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13. ITIL FUNCTIONS
1. Service Desk
2. Application Management
3. IT Operations Management
4. Technical management
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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
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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.
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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
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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.
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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
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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
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20. CERTIFICATIONS
ITIL v2 ITILv3
Foundation Foundation
Practitioner Intermediate
Manager Expert
Master
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21. CREDIT PROFILER
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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}
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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.
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