This document provides an overview of ITIL (IT Infrastructure Library), a framework for IT service management best practices. ITIL describes processes, functions, and roles involved in delivering and managing IT services. It is organized into 5 phases - Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. The document explains each phase and lists the 26 processes that are part of ITIL. Adopting ITIL helps organizations reduce costs, streamline processes, and improve IT services, customer satisfaction, and productivity.

1. IT Service Management (ITSM)Shafiq HamidDecember 2010

2. What is ITIL A best practice framework Drawn from both the public and private sectors internationally ITIL describes how IT resources should be organised to deliver business value ITIL Documents the processes, functions and roles of IT Service Management (ITSM)

3. Why ITILBest PracticeITIL practices represent the learning experiences and thought leadership of the world’s best in class service providers/organisationsTried & TestedOffers robust, mature and time-tested practices that have applicability to all types of service organizations

4. useful and relevant in public and private sectors.

5. Applicable to internal and external service providers, small, medium and large enterprise, and within any technical environmentNon-proprietaryPractices are applicable in any IT organization

6. Not based on any particular technology platform, or industry type.

7. Owned by the UK government and not tied to any commercial proprietary practice or solutionThe ITIL AdvantageReduce costs,

8. Streamline IT processes,

9. Improve IT department's services

10. Improve productivity

11. Improve customer/user satisfaction

12. Improve knowledge-management at a company-wide level. What is driving Service Management?

13. Evolution of Service Management

14. What is Service ManagementMonitoring and optimizing services to ensure the services meet expectations of the organisation and its stakeholders.

15. How is ITIL Organised5 Life-cycle Phases26 Processes4 Functions

16. 5 Lifecycle PhasesService StrategyService DesignService TransitionService OperationContinual Service Improvement (CSI)

17. 26 ProcessesDemand Management

18. Strategy Generation

19. Service Portfolio Management

20. IT Financial Management

21. Service Level Management

22. Service Catalogue Management

23. Capacity Management

24. Availability Management

25. Service Continuity Management

26. Information Security Management

27. Supplier Management

28. Transition Planning and Support

29. Change Management

30. Release and Deployment Management

31. Service Asset and Configuration Management

32. Service Validation and Testing

33. Evaluation

34. Knowledge Management

35. Event Management

36. Incident Management

37. Request Fulfilment

38. Problem Management

39. Access Management

40. Service Measurement

41. Service Reporting

42. Service Improvement (The Seven-step improvement Process)47753Service Strategy Service Design Service TransitionService Operation Continual Service Improvement

43. 4 FunctionsService DeskIT Operations ManagementTechnical ManagementApplication Management

44. Lifecycle Phases -- 1Service StrategyThis is where strategic objectives, overall directions, policies and plans are made. The key purpose of Service Strategy is to think about Why before How. Demand ManagementStrategy GenerationService Portfolio ManagementIT Financial ManagementWhat is going to be providedHow will we measure performance & productivityHow is ‘value’ perceived

45. Lifecycle Phases -- 2Service DesignWhere new or changed Services are designed. It is also where new or modified processes required to deliver the Services are created. Service Level Management (SLM)Service Catalogue ManagementCapacity ManagementAvailability ManagementService Continuity ManagementInformation Security ManagementSupplier ManagementGather business outcomesIdentify and manage risksService Quality

46. Lifecycle Phases -- 3Service TransitionThis phase is where new or changed services are Transitioned into live operations. Here Services and processes designed by Service Design are tested, evaluated, documented and prepared for releaseTransition Planning & SupportChange ManagementRelease and Deployment ManagementService Asset & Configuration ManagementService Validation & TestingEvaluationKnowledge ManagementStandardised ChangesTesting & Knowledge TransferEvaluation & Validation

47. Lifecycle Phases -- 4Service OperationPhase where the IT Services are supported and managed on a day-to-day basis. This is every live Service is delivered to the customer. Event ManagementIncident ManagementRequest FulfilmentProblem ManagementService Level Agreements (SLA)Manage TechnologyValue Delivery

48. Lifecycle Phases -- 5Continual Service Improvement (CSI)The purpose of CSI is to align and realign IT Services to the changing business needs, by improving the Services offered and the internal processes of the IT organization. MeasurementReportingImprovement

49. ITIL AccreditationsITIL MastersITIL ExpertMinimum 22 credits to achieve Expert levelManaging Across the Lifecycle15 Credits16 CreditsSS3SD3ST3SO3CSI3PP&O4SO&A4RC&V4OS&A4Service Lifecycle ModulesService Capability Modules2 CreditsFoundation for Service Management