The document provides an introduction to ITIL (Information Technology Infrastructure Library) best practices for IT service management. It discusses the goal of ITIL, which is to systematically deliver quality IT services. Implementing ITIL helps address the problem of aligning infrastructure, systems, people and processes to efficiently achieve this goal and continuously improve over time. The document also summarizes some key ITIL publications, qualifications, and terminology to introduce attendees to the ITIL framework.

1. Intro to ITIL @ New Horizons

2. Introductions Aleksejs Truhans Citadele banka, Head of IS Development

3. New Horizons, Mentor

4. Agile Latvia member

5. 7 years teaching Software Engineering

6. 7 years programming

7. 11 years managing projects and teams

8. http://www.linkedin.com/pub/aleksejs-truhans/b/389/704

9. [email_address]

10. Personal benefit? Organize work of IT department effectively

11. Earn profit providing IT services

12. Pass an exam

13. Take away an overview of IT service provisioning best practice

14. ?

15. Introductions The slides

16. Interactive workshop

17. Mutual learning

18. ITIL Introduction to ITIL

19. Practice? ITIL - A community-defined framework and library of IT service management best practices

20. Some good practice, anyone?

21. Where the practices do come from?

22. Goal and problem Goal of service management?

23. Problems on the way?

24. Goal and problem Goal: systematic delivery of quality IT services

25. Problem: infrastructure, IT systems, people, processes, business services – all have to be aligned to serve ultimate goal, do it efficiently and improve over time

26. Solution?

27. Reasoning behind ITIL Why do we use it?

28. Who uses it? Organizations, roles... How do we use it? Religiously, pragmatically, ...