ITIL v3 - Introduction.pptx

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IBM Internal Use Only
SIAM Team
ITIL Introduction and Overview

©2020 IBM Corporation 24 January 2024
2 IBM Internal Use Only
1. ITIL Evolution
2. ITIL Vs ITSM
3. ITIL Terminology
4. ITIL v3 Framework
5. ITIL Benefits
Table of contents

 Information Technology Infrastructure Library, ITIL is defined
as a framework providing best practice guidelines on all aspects
of end to end service management.
 ITIL, since its inception in 1980, has continuously evolved into
many versions and currently has 5 books.
 ITIL was first developed by the British government's Central
Computer and Telecommunications Agency (CCTA) in the 1980s.
Over the years, it has undergone multiple revisions that aim
towards business alignment and improved efficiency.
 The first ITIL book was published in 1989 followed by a V2 in
2000. While V3 came out in 2007, a more up-to-date variant of V3
was published in 2011. The latest edition of the ITIL book V4 was
release earlier this year and cover methodologies like Devops,
agile and lean.
ITIL Evolution

1. ITIL Evolution
2. ITIL Vs ITSM
3. ITIL Terminology
4. ITIL Service Life Cycle
5. ITIL Benefits
Table of contents

Information Technology Infrastructure Library(ITIL) :
 It is a framework providing best practice guidelines on all aspects of end to end
service management. It covers a complete spectrum of people, processes,
products and use of partners.
 The framework places importance on improving customer satisfaction by providing
effective service delivery while being cost effective.
 It emphasizes on the accountability, the repeatability of actions, the integration of
IT across the organization, and workflow management.
 The processes, practices, tasks and checklists described in ITIL are not
organization-specific, but can be implemented by any organization. It gives
organization a framework to plan, implement and measure IT services.
IT Service Management (ITSM):
 IT service management (ITSM) is the process of designing, delivering, managing,
and improving the IT services an organization provides to its end users.
 It ensures that the appropriate mix of people, processes, and technology are in
place to provide value.
 The core concept of ITSM is the belief that IT should be delivered as a service
ITIL Vs ITSM: The Conclusion
ITSM is all about how you manage the services you deliver to customers and end
users.
ITIL is one of the frameworks that teach you the best practices for ITSM. ITIL is the
most widely accepted approach to ITSM.
ITIL Vs ITSM

1. ITIL Evolution
2. ITIL Vs ITSM
3. ITIL Terminology
4. ITIL Service Life Cycle
5. ITIL Benefits
Table of contents

ITIL Terminology
• Services: It is a means of delivering value to customers without requiring the customer to own specific costs and risks.
• IT Service Provider: An organization supplying Services to one or more Internal or External Customers is called as Service Provider.
• Service Assets: Service Assets or assets refer to the ‘
 Resources - are the raw materials which contribute to a service, such as money, equipment, time, staff etc
 ‘capabilities - are the specialized skills or abilities an organization applies to resources to create value
which a Service Provider must allocate in order to offer a service.
• Value: The value of a service consists of two components:
 Utility, also called ‘fitness for purpose’, refers to the ability of the service to remove constraints or increase the performance of the customer. “What service does”
 Warranty, also called ‘fitness for use’ is the ability of the service to operate reliably. “How Service Performs”
Services must offer both utility and warranty in order to have value
• Processes: Processes are structured sets of activities designed to achieve a specific objective. The four basic characteristics of processes are:
 They transform inputs into outputs
 They deliver results to a specific customer or stakeholder
 They are measurable
 They are triggered by specific events
• Functions: Functions are self-contained subsets of an organization intended to accomplish specific tasks. They usually take the form of a team or group of people and
the tools they use.
• Incident: Unplanned interruption to an IT service or an unplanned reduction in its quality
• Work-around: Reducing or eliminating the impact of an incident without resolving it
• Problem: Unknown underlying cause of one or more incidents

ITIL Terminology
• Change: It is the addition, modification or removal of anything that may have an effect on IT services. The scope of change includes changes to any processes, process
flow, tools, metrics and documentation, as well as changes to IT services and other CI’s
• CI (Configuration Item):CIs (Configuration Items) are mainly hardware or software items and are categorized by their attributes (recorded in the CI’s Configuration
Record/Database) and their relationships to other CIs.
• Risk: Risk is an uncertain event that, if it occurs, will have either a positive or a negative effect on the IT Services.
• Service Level Agreement: It is an agreement between service provider and customer. It describes the IT service, the responsibilities of the IT service provider and the
customer, and documents the service level targets.
• Operational Level Agreement (OLA): OLA is an agreement between IT service provider and other units of same organization. An OLA supports the IT service provider
in the delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties within the same organization. OLA is
not visible or communicated to customers.
• Underpinning Contracts (UC): Underpinning Contract is an agreement or contract between a Service Provider and a Third Party Provider for receiving some specialized
services. The third party provides supporting services, which enables the service provider to deliver a service to a customer. An Underpinning Contract must be aligned
with the customer-facing Service Level Agreements.
• Configuration Management System (ITIL CMS) is a set of tools and data that is used for collecting, storing, managing, updating, analysing and presenting data about
all configuration items and their relationships.
• Service Portfolio: A service portfolio is a complete listing of all of IT’s products and services. It includes both what has been retired and is no longer available and what is
upcoming in the future, as well as what is offered now.
• Service Catalogue: It is a listing of all of the products and services your IT department currently offers.

1. ITIL Evolution
2. ITIL Vs ITSM
3. ITIL Terminology
5. ITIL Benefits
Table of contents

The core of the ITIL v3 framework revolves around the ITIL Service
Lifecycle and a set of supporting processes and best practices for each
stage. The five ITIL Stages are:
 ITIL Service Strategy
 ITIL Service Design
 ITIL Service Transition
 ITIL Service Operation
 ITIL Continual Service Improvement
ITIL was designed such that the lifecycle stages together form a closed-
loop process. This is important because most service management
activities aren’t performed when creating services from scratch, they are
activities that fix or enhance an existing service. Each stage of the service
lifecycle is represented by one of the ITIL volumes and is self-contained
while at the same time integrating into the overall ITIL framework.
ITIL v3 Framework

ITIL Service Strategy Objective:
The objective of ITIL Service Strategy to make the IT organization think and act in a strategic manner. The activity starts with the assessment of customer needs
and the marketplace. Afterward, This stage helps to determine which services the IT organization is to offer to the customer and what capabilities are needed to
be developed for that.
The purpose of Service Strategy is to provide a strategy for the service lifecycle and to ensure that the service is fit for purpose and fit for use.
Within the category of Service Strategy, there are four subcategories.
1. Financial Management – IT Financial Management provides a means of understanding and managing costs and opportunities associated with services in financial terms.
IT Financial Management includes three basic activities:
 Accounting -- tracking how money is spent
 Budgeting – planning where money will be spent
 Charging – securing payment from customers for services provided
2. Service Portfolio Management - The Service Portfolio Management process is concerned with management of services that concern information in the Service Portfolio.
Service Portfolio Management organizes the process by which services are identified, described, evaluated, selected, and chartered and ensures that the service provider
has the right mix of services to meet the required business outcomes at an appropriate level of investment. Service Portfolio contains description of all the services
engaged through out the service lifecycle. It consists of three major parts:
 Service Pipeline
 Service Catalogue
 Retired Services
3. Demand Management - The Demand Management process is concerned with understanding and influencing customer demand so that appropriate capacity can be
provisioned to meet those demands. Demand Management models demand in terms of:
 User Profiles, which characterize different typical groups of users for a given service.
 Patterns of Business Activity, which represent the way users in different user profiles access a service over the course of a given time period
4. Business Relationship management: Business Relationship Management is a very important process in Service Strategy which help building and maintaining the right
professional relationships with the customers.
Working together, these processes provide the capability for an organization to make informed decisions about what services to provide and how they should be constructed.
ITIL v3 Framework: Service Strategy

ITIL v3 Framework: Service Design
ITIL Service Design Objective:
The primary objective of ITIL Service Design Process is to design IT services, processes & other aspects of the ITIL Service Management. The scope of the
Service Design lifecycle stage includes the design of new services, as well as changes and improvements to existing ones.
There are Eight Well-Defined processes under ITIL Service Design module.
1. Design Coordination:
• Design Coordination process aims to coordinate all service design activities, processes, and resources.
• This ITIL process ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology,
processes, information, and metrics.
2. Service Catalogue Management:
• This Process is to ensure that a Service Catalogue is produced, maintained, and contains accurate information on all operational services and those being
prepared to be run operationally.
• This process also provide vital information, like Service details, present status, and the service interdependencies, for all other Service Management processes.
3. Service Level Management:
• The objective of this process is to negotiate Service Level Agreements (SLA) with the customers and to design services in accordance with the agreed service
level targets.
• This ITIL SLM process is also responsible for monitoring & reporting the present service levels and also ensures that all Operational Level Agreements and
Underpinning Contracts are appropriate for achieving the SLA targets.
4. Capacity Management:
• The process ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost-effective and timely
manner.
• The Capacity Management process considers all resources required to deliver the IT service while preparing the plans for short, medium and long-term business
requirements
5. Availability Management:
• This process is to define, analyse, plan, measure and improve all aspects of the availability of IT services.
• It is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets or to meet SLAs

ITIL v3 Framework: Service Design
6. IT Service Continuity Management:
• This process is to manage risks that could seriously impact IT services. It is responsible for planning and reducing the risk of a disaster to an acceptable level so
that the IT service provider can meet the minimum agreed Service Levels under any situation.
• ITIL Continuity Management also ensures that the service recovery plans are aligned with the overall Business Continuity Management plans
7. Information Security Management:
• This process is to align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management
activities.
• It also ensures the confidentiality, integrity, availability, and role-based accessibility of an organization’s assets, information, data and IT Services are maintained.
8. Supplier Management:
• The primary objective of ITIL Supplier Management Process is to ensure that all contracts with suppliers support the needs of the business.
• This ITIL Process is also responsible to ensure that supplier fulfils their contractual commitments of supporting the business requirements of the IT Service
Consumers.

ITIL v3 Framework: Service Transition
ITIL Service Transition Objective:
• To develop and improve the capabilities used for deploying new or modified IT services into operation.
• To ensure that new and changed services meet customer requirements as previously agreed upon in the service strategy and service design stage of the ITIL life-cycle and
implemented with minimal effect on existing IT infrastructure services or business processes.
There are Seven Well-Defined processes under ITIL Service Transition module.
1) Transition Planning and Support:
• This process deals with management and control of transition plans. This process is used to plan and coordinate the resources to deploy new or changed services
within the estimated cost, time and quality benchmarks. It does all the project management related tasks
• Managing risks to reduce the failure probability and monitoring of service transition process to improve performance.
2) Change Management:
• This Process is to control every change throughout the Changes Management Lifecycle. The goal is to facilitate beneficial Changes to be incorporated, with
minimum disruption to IT services. It is complemented by change evaluation process to prevent unauthorized changes to be made.
• Other objectives are to bring-out clarity about the result of change before it is implemented and to enable the economical use of resources involved in a change
process.
• This process is also responsible to identify and stop any unauthorized or unintended change activity. It is complemented by change evaluation process to prevent
unauthorized changes to be made.
3) Change Evaluation:
• This Process is used to evaluate major Changes, such as the introduction of a new service or a substantial change to an existing service, before those Changes are
allowed to proceed to the next phase of their lifecycle.
• To reduce or avoid risks that are associated with major changes. This process is called upon by change management process time by time to validate the
authorization of proposed changes.
4) Release and Deployment Management:
• This process is to plan, schedule and control the release and deployment of IT Services, updates to the production environment. It also ensures the integrity of the
production environment by rolling out only sufficiently tested services & components

ITIL v3 Framework: Service Transition
5. Service Asset and Configuration Management:
• The primary objective is to identify, document and administrate all the Configuration Items (CIs) required for delivering IT services, including their relationships and
dependencies.
• Identify, control, record, report, audit and verify every attribute of services and other configuration items (CIs), such as versions, baselines, constituent components,
and relationships.
• Managing and protecting the integrity of CIs through the service lifecycle by working closely with change management and ensuring that only authorized components
are used and only authorized changes are implemented.
• Maintain the integrity of Service Assets & CIs by establishing and maintaining an accurate and complete configuration management database (CMDB) and
configuration management system (CMS).
• Maintain updated configuration information about historical, planned and current state of services and other CIs.
6. Service validation and Testing:
• The Process is to ensure that developed releases and the resulting services meet customer expectations in terms of its quality and the value it provides to them.
• Responsible for validating that deployed Releases and the resulting services meet customer expectations, and to ensure that IT operation is able to support the new
service
7. Knowledge Management:
• This Process is to collect, analyse, store and share knowledge and information within an organization. The primary objective of Knowledge Management is to
improve efficiency by reducing the need for rediscovering knowledge.
• This process is also responsible for maintaining the service knowledge management system (ITIL SKMS), which symbolizes the total body of knowledge within the
organization. Here the objective is to capture, arrange, classify, and store every bit of organizational knowledge and made them available where needed.

ITIL v3 Framework: Service Operation
ITIL Service Operation Objective:
• The primary objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently while maintaining the utmost quality of service
and minimize the impact of service outages on day-to-day business activities.
• The Responsibilities of Service Operations lifecycle module includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine
operational tasks.
• Select and adopt the best practice to assist organizations in delivering significant benefits within SLA.
ITIL Service Operation module consists of Five Processes and Four Functions.
ITIL Service Operation Processes:
1. Event Management:
• The Process is to ensure that the Configuration Items (CIs) and services are constantly monitored. This process aims to filter and categorize Events so that
appropriate actions can be taken if required.
2. Incident Management:
• The primary objective is to restore the IT service to its normal state as quickly as possible. It is used to manage the lifecycle of all Incidents (unplanned interruptions
or reductions in quality of IT services or failure of components).
• The Incident management process is not meant to do the root cause analysis to identify why an incident occurred. Instead, the focus of this process is on doing
whatever is necessary to restore the service within SLA. To achieve this, it often makes use of temporary fixes or workarounds
• It ensure that standardized methods and procedures are used for effective and prompt response, analysis, documentation, efficient management and reporting of
incidents.
3. Request Fulfilment:
• This Process is Responsible for acknowledging & processing Service Requests received from users. It generally deals with Standard Changes (e.g. requests to
change a password) or requests for information. .
• This process establish a channel for users to request and receive standard services and help users and customers to know about the availability of services and the
procedure for obtaining them.
• Assist Users and customers with general information, complaints or comments
4. Problem Management:
• The purpose is to identify, troubleshoot, resolve, and document the root causes of repeated incidents
• This Process is to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.
• This process deals with finding the root cause of a problem and monitor the effectiveness of the implemented solution

ITIL v3 Framework: Service Operation
4. Access Management:
• The Process is to grant authorized users the right to use a service while preventing access to non-authorized users.
• Manage access to services based on policies and actions defined in Information Security Management.
• Processing any request for granting access to services, changing access rights, restricting access, and ensuring that the rights being provided or changed are
properly granted.
• Manage access to services, prevent improper use of access rights, and remove access when people change roles or jobs.
• Help to protect the confidentiality, integrity, and availability of the organization’s services, assets, facilities, and information.
ITIL Service Operation Functions:
1. Service Desk:
• The primary objective of ITIL service desk function is to support the IT Organization by ensuring the accessibility and availability of the IT Services and by
performing various supporting activities. It also aims to act as a single point of contact (SPOC) for reporting all the incidents, problems, and service requests.
• It is responsible for managing logged tickets, coordinating between end user and IT service provider team. It plays a significant role in maintaining customer
satisfaction by ensuring timely communication to end users.
• Assisting other ITSM processes and functions by escalating incidents and requests, using defined procedures and maintaining effective communication channel.
2. Technical Management:
• This function provide technical expertise and support for the management of the IT infrastructure throughout the service lifecycle.
• This ITIL function gets involved in all the technical aspects of designing, testing, operating and improving IT services, also helps to develop the skills required to
operate the IT infrastructure.
3. IT Operations Management:
• This function is to monitor and control the IT infrastructure and services.
• ITIL Operations Management carries out day-to-day tasks related to the management of the infrastructure components and services, according to the standards
defined by Service Design Process.
This function has two sub-functions within it.
I. IT Operations Control: This sub-function controls the monitoring and execution of the routine day-to-day operational activities and tasks that are needed to
manage the IT Infrastructure.
II. Facilities Management: This sub-function carries out the management of the physical environment. For Example, data centers, computer rooms, cooling,
power supply etc.

ITIL v3 Framework: Continual Service Improvement
Continual Service Improvement Objective:
• The primary objective of ITIL Continual Service Improvement (CSI) stage is to
continually improve the quality, effectiveness, and efficiency of IT processes and
services. It aims to deal with measures to be adopted to improve the service
quality by learning from past successes and failures.
• The ITIL Continual Service Improvement (CSI) actually describes the best
practices for achieving incremental and large-scale improvements in services
quality, operational efficiency, and business continuity.
• It effectively describes and utilizes the concept of Key Performance Indicator
(KPI), which is a metrics-driven process, for reviewing, evaluating, and
benchmarking performance of services.

ITIL v3 Framework: Continual Service Improvement

ITIL Service Life Cycle

1. ITIL Evolution
2. ITIL Vs ITSM
3. ITIL Terminology
5. ITIL Benefits
Table of contents

ITIL Benefits

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