ITIL is a framework for IT service management that was first created in 1980 and has since gone through several versions. It consists of processes, procedures, tasks, and checklists to help manage capabilities, knowledge, risks, and resources through collaboration. The framework provides a lifecycle approach and is broken into modules like service strategy, service design, service transition, service operations, and continuous service improvement. ITIL aims to provide best practices for delivering quality IT services and improving customer satisfaction.

1. Information Technology Infrastructure Library
Created by
Saqib Javed John
PMP, ACP, ITIL v3F, SCJP, SCWCD
ITIL
Part I

2. ITIL history
oInitial draft 1980 by CCTA
oITIL v2 2001 by CCTA & OGC
oITIL v3 2007 by OGC
oITIL v3 2011 by HM Government (Revised Version)
CCTA: Central Computer and Telecommunications Agency
OGC: Office of Government Commerce

3. ITIL consist of
oProcesses
oProcedures
oTasks
oChecklists

4. ITIL manages
oCapabilities
oKnowledge
oRisk
oResources
Capabilities: Processes, Knowledge, Management, Organization
Resources: Financial, Capital, Infrastructure, Applications, People, Information

5. ITIL provides services through
oCollaboration
oCoordination
oDirection
oDelegation
oNetwork

6. ITIL modules
Life cycle modules
oService Strategy
oService Design
oService Transition
oService Operations
oContinuous Service
Integration
Capability modules
oSOA (service offering & Agreement)
oPPO (Planning, Protection & Optimization)
oRCV (Release, Control & Validation)
oOSA (Operation, Support & Analysis)

7. Life Cycle modules
oPortfolio Management
oDemand Management
oFinancial Management
Service Strategy, Service Design , Service Transition, Service Operations, Continuous Service Integration

8. Life Cycle modules
oAvailability Management
oCapacity Management
oContinuity Management
oCatalog Management
oSupplier Management
oSecurity Management
oService Level Management
Service Strategy, Service Design, Service Transition, Service Operations, Continuous Service Integration

9. Life Cycle modules
oChange Management
oConfiguration Management
oRelease Management
Service Strategy, Service Design, Service Transition, Service Operations, Continuous Service Integration

10. Life Cycle modules
oAccess Management
oEvent Management
oManagement Incident
oProblem Management
Service Strategy, Service Design, Service Transition, Service Operations, Continuous Service Integration
oService Desk (Function)
oTechnical Management
(Function)
oApplication Management
(Function)
oIT Ops Management (Function)

11. Life Cycle modules
CSI Model
1. What is the vision
2. Where are we Now
3. Where do we want to be
4. How do we get there
5. Did we get there
6. How do we maintain
momentum
Service Strategy, Service Design, Service Transition, Service Operations, Continuous Service Integration
CSI 7 Steps
1. Define what you should measure
2. Define what you can measure
3. Gather the data
4. Process the data
5. Analyze the data
6. Present the data
7. Implement improvement or
Corrective Actions

12. ITIL Roles
oService Manager
oProduct Manager
oService Owner
oProcess Owner

13. Thanks….
Created by
Saqib Javed John
M.Sc. CS, PMI-PMP, PMI-ACP, ITIL F V3, SCJP, SCWCD
Email: saqib.jav@gmail.com
Skype: saqibjohn76
LinkedIn: pk.linkedin.com/pub/saqib-javed-john/b/125/1b1