The document provides an introduction to IT service management (ITSM) and the IT Infrastructure Library (ITIL), detailing its core concepts, particularly the service lifecycle. It outlines various components of ITIL, including service strategy, service design, service transition, and service operation, along with an example of implementing change management and a technical service catalog at Wake Forest University. Additionally, it suggests resources for further learning about ITIL and its applications.

1. Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009

2. What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287

3. Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538

4. Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536

5. Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535

6. “ IT Service Management,” or ITSM, is the study of IT in terms of the services it provides. http://www.flickr.com/photos/47568208@N00/148037316

7. The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.

8. One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement

9. ITIL’s Service Lifecycle 5. Continual Service Improvement

10. ITIL’s Service Lifecycle 5. Continual Service Improvement

11. Service Strategy Service Strategy Activities Service Portfolio Management Financial Management Demand Management

12. ITIL’s Service Lifecycle 5. Continual Service Improvement

13. Service Design Service Catalog Management Service Level Management Availability Management Capacity Management Information Security Management IT Service Continuity Management Supplier Management

14. ITIL’s Service Lifecycle 5. Continual Service Improvement

15. Service Transition Change Management Release and Deployment Management Service Asset and Configuration Management Knowledge Management Service Validation

16. ITIL’s Service Lifecycle 5. Continual Service Improvement

17. Service Operation Access Management Event Management Incident Management Problem Management Request Fulfillment

18. ITIL’s Service Lifecycle 5. Continual Service Improvement

19. The Six-Step Improvement Model

20. ITIL’s Service Lifecycle 5. Continual Service Improvement

21. What have we done at WFU?

22. We created a change management procedure. Receive Classify Analyze

23. Approve Build Test Schedule Implement Review Close

24. We created a technical service catalog. CAMPUS WIDE APPLICATIONS BANNER SERVICES ADMINISTRATION DEPARTMENTAL APPLICATIONS MONITORING SECURITY AND ACCESS OTHER PHYSICAL INFRASTRUCTURE DATA STORAGE AND RECOVERY WIN SERVICES CONNECTIVITY ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION TELECOMMUNICATIONS Unified Messaging Voice Over Internet Protocol (VoIP) Voicemail Basic Telephone Service Automatic Call Distributor (ACD) Long Distance Service Telephone Menus DEDICATED TECHNICAL SUPPORT

25. Where can you go to learn more? ITIL Foundations Training itSMF Central Carolina Local Interest Group University ITSM Web Site http://itsm.is.wfu.edu

26. Other questions?