The document is a presentation about ITIL (Information Technology Infrastructure Library) which provides best practices for IT service management. ITIL is owned by the OGC and consists of a series of publications that give guidance on providing quality IT services. The presentation explains that ITIL V3 aims to align IT with business needs and optimize IT resources and capabilities. It also describes the ITIL service lifecycle and the five core books that make up ITIL V3.

1. by Thomas Morisse,
Service Manager Expert ITIL V3
Thomas Morisse - october 2009 1

2. Simple to understand
 ITIL : Information Technology Infrastructure Library
 Owned by the OGC
 Guidance books
 Best practises to manage the IT services
 V3 is designed to :
 align IT to the business
 optimize the IT resources and capabilities
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3. By the book…
 ITIL : A set of best practice guidance for IT Service
Management. ITIL consists of a series of publications
giving guidance on the provision of Quality IT
Services, and on the Processes and facilities needed to
support them.
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4. The ITIL beautiful wheal of success
This beautiful picture is on www.gotoaims.com
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5. By the book…
 Service management is a set of specialized organizational
capabilities for providing value to customers in the form of
services.
 IT Service Management is performed by IT Service
Providers through an appropriate mix of People, Process
and Information Technology.
 A service is a means of delivering value to customers by
facilitating outcomes customers want to achieve without
the ownership of specific costs and risks.
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6. Why 5 books ?
This beautiful picture is on www.bcs.org
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7. You say V3….why ?
 V1 : a set of specialized books about one process
 V2 : One book = 10 processes / 2 core books. (5 more)
 V3 : 5 core books (27 processes or items) to describe
the service lifecycle
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8. How to become an Expert*
* Not
master
because it’s
not
available
yet
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9. For more informations
 www.itil.co.uk
 If you want to learn more ….
 See my others ITIL V3 slides
 Join me on linkedin
See you
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