The document provides an overview of key concepts in the Information Technology Infrastructure Library (ITIL) framework. It discusses aspects of service design, portfolio management, capacity management, availability management, financial management, change management, configuration management, security management, service desk, continuous service improvement, business models, and strategy and design. Key elements covered include technology, processes, solutions, measurement, methods, demand, resources, components, thresholds, reliability, maintainability, costing units, risks, relationships, categories, attributes, statuses, plans, perspectives, positions, patterns, people, products, partners, in-sourcing, outsourcing, and more. The overall purpose of ITIL is to provide guidance on designing, managing and improving

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

2. ITIL – Service Design
Aspects of Design
o Technology
o Processes
o Solution
o Management
o Measurement
o Methods & Metrics
Constraints of Design
o Warranty
o Utility
o Resources
o Capabilities
o Contractual
o Pricing
o Standards and Regulations
o Values and Ethics
o Copyright
o Patent and Trademarks

3. ITIL – Portfolio Management
Portfolio Methods
o Define
o Approve
o Analyze
o Charter
Portfolio Service Groups
o Pipeline
o Catalog
o Retired
Balancing Portfolio
o Run Business
o Transform Business
o Grow Business

4. ITIL - Capacity Management
Components of Capacity Management
o Demand
o Resource
o Service
o Component
o Threshold

5. ITIL - Availability Management
Aspects of Availability Management
o Reliability
o Maintainability
o Serviceability

6. ITIL – Financial Management
Costing Units
o Organization
o Equipment
o Transfer
o Accommodation
o Software

7. ITIL - Change Management
7R’s of Change
Management
o Raised
o Reason
o Return
o Risk
o Resources
o Relationship
o Responsible
7 Steps of Change
Management
o People
o Processes
o Product
o Partners
Types of Changes: Normal, Standard, Emergency

8. ITIL – Configuration Management
Characteristics of Configuration Item (CI)
o Category
o Attributes
o Relationship
o Status

9. ITIL - Security Management
Elements of Security
Framework
o Plan
o Implement
o Control
o Maintain
o Evaluate
Basic Qualities of
Information Asset
o Confidentiality
o Integrity
o Availability
o Authenticity
o Non-Repudiation

10. ITIL – Service Desk
Configuration of Service Desk
o Local
o Virtual
o Centralized
o Follow-the-Sun

11. ITIL – Continuous Service Improvement
Types of Measurements
o Preventive
o Corrective
o Detective
o Reductive
o Repressive
Purpose of Measurements
o To Justify
o To Direct
o To Intervene
o To Valuate
CSI provides guidance on improvement and measurement of processes and services

12. ITIL - V and Kano Models
V Model
1. Review
2. Acceptance
3. Operational
4. Testing
5. Release
Kano Model Factors
1. Basic factors
2. Excitement factors
3. Performance factors

13. ITIIL - 4Ps of Strategy & Design
4Ps of Service Strategy
o Perspective
o Position
o Plan
o pattern
4Ps of Service Design
o People
o Processes
o Product
o Partners

14. ITIL – Business Models
oIn-Sourcing
oCo-Sourcing
oMulti-Sourcing
oOut-Sourcing
oBusiness Processes Out-Sourcing
oKnowledge Processes Out-Sourcing

15. 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