ITIL is a framework of best practices for managing IT services that is used globally. It recommends a process-based approach and covers the full lifecycle of IT services, ensuring alignment with business needs. Following ITIL practices can help organizations improve service quality, reduce costs, and better meet requirements. Certification in the ITIL framework provides skills valued by employers and distinguishes professionals through process-focused knowledge. The current version, ITIL v3, offers enhancements like additional processes and a comprehensive knowledge management approach.

1. ITIL: AN INTRODUCTION
Balaji N, ITIL Expert, PMP, Six Sigma
Category: Informative

2. IMPORTANCE OF INFORMATION TECHNOLOGY
Businesses are highly dependent on IT for their
success
Information and Communication technologies are
very advanced
y
Highly reliable systems are available
On Demand SaaS, PaaS, IaaS etc.
Integration to various Business verticals
Usage From Small to Big

3. THE BUSINESS PERSPECTIVE
Increased Service Levels
Enhanced Security
Better RoI
Stability
St bilit
Agility
Scalable
Capacity on demand
Quicker Resolutions
Online Reporting
Dynamically configurable
And More
More…..

4. AND THE CURRENT ISSUES?
Missed project deadlines
p j
Cost overruns
Unanticipated downtimes
Security lapses
Failure to understand and meet customer
requirements
i t
Regulatory requirements and constraints
Varied Customer requirements

5. WHERE TO FOCUS?
Understand the business requirements
clearer
Manage the quality and reliability of
IT better
Responding to statutory, regulatory
R di t t t t l t
and contractual requirements quicker
Deliver the customer needs faster
l h d f
Manage the costs judiciously

6. HOW?
Through Mature Management of IT Services:
g g
Customer Centric
IT Governance
Performance f
P f focus
Risk Management and Control
Interrelationship
p
Manage Complete Lifecycle

7. FRAMEWORKS / STANDARDS FOR IT
IT Infrastructure Library - ITIL
y
COBIT
ISO / IEC 20000
CMMI for Services
MOF
GDF
HPITSM
ISO/IEC 38500:2008 Corporate Governance of
Information Technology

8. ITIL?
repository of best practices for managing IT services
generic framework based on the practical experience of
a global infrastructure of professional users
Used by many hundreds of organizations around the
y y g
world
recommends a process approach describing the
relationships between the activities in p
p processes
ensures that IT processes are closely aligned to business
processes
covers a broad subject area and can be used to set new
improvement objectives for the IT organization
provides a common vocabulary which lubricates
communication

9. SOME CASES
Proctor and Gamble:
-8% operation Costs, 10% call reduction in the helpdek
Caterpiller
Response SLA adherence form 60% to 90%
MTS
Cost saving of INR 25 Cr
Cr.
IBM, HP, TCS, Infosys, Omnitech, Microland,
Capgemini, Cognizant, TCL, TTSL, HCL, Wipro, JP
Morgan Chase, Walt Disney, BA, Qantas etc….

10. ITIL V3
Service Lifecycle
y
Business Integration
Descriptive and Prescriptive
Dynamic Portfolio
Comprehensive Knowledge Management Guidance
Involves the Senior Level of Organization too
l h l
Addition of Processes to clarify
5 Books: One for every phase

11. ITIL V3

12. WHAT’S IN FOR YOU?
Understanding Customer Requirements
g q
Recognize Good and Bad IT Management
Identify Improvement Opportunities
Global
Gl b l recognition f th C tifi ti
iti for the Certifications
Sought after by Services Companies
Professional Approach
Process based
Decision Making through data > info > knowledge
Distinction through knowledge of processes
Operational and Organizational Risk Management
Metrics and Measurements

13. WHY IS ITIL ALSO FOR THE GRADUATE?
After you g
y graduate:
You know how organizations work
You know what you have to do
You k the i ht
Y ask th right questions t b efficient and effective
ti to be ffi i t d ff ti
You understand the Strategy and Operations
You can save money for the Organization
y g
You can save time for yourselves
You stand out, among the other graduates
You can fit into different roles
You can align yourselves to the Organization culture

14. ITIL V3 CERTIFICATION SCHEME

15. WHAT CERTIFICATION?
Start with ITIL v3 Foundation
40 objective type Questions
26 to be answered correctly, to pass
One f Four t b selected.
O of F to be l t d
No negative markings
No trick question
q
Certified by:
APMG through EXIN and ISEB
g

16. Q&A

17. THANK YOU