ITIL is a set of best practices for IT service management. It consists of a series of publications that provide guidance on delivering quality IT services and the processes needed to support them. ITIL aims to align IT services with business needs, improve quality, reduce costs, and provide a framework for continual improvement. It covers the full lifecycle from strategy through design, transition, operation, and continual improvement.

1. ITIL
Introduction
Prepare by : Eng.Ammar Abughanem ,PMP,ITIL

2. What is ITIL
ITIL® is only one of many sources for best practices, including
those documented by:
• Public frameworks (ITIL®, COBIT, CMMI etc.).
• Standards (ISO 20000, BS 15000).
• Proprietary knowledge of organizations and individuals.
Generally best practices are those formalized as a result of being
successful in wide-industry use.

3. Definition
ITIL(Information Technology Infrastructure Library)
• A set of Best Practice guidance for IT Service Management.
ITIL is owned by the OGC and 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.
See http://http://www.itil-officialsite.com// for more information.
ABOUT AXELOS
AXELOS are a new joint venture company, created by the Cabinet Office on behalf of Her Majesty's Government
(HMG) in the United Kingdom and Capita plc to run the Best Management Practice portfolio, including the ITIL®
and PRINCE2® professional standards. Our goal: to nurture best practice communities, both in the UK and on a
truly worldwide scale, establishing an innovative and high quality, continuous learning and development
destination that is co-designed by and co-created for those who use it. http://www.axelos.com
IT Service Management Forum (itSMF) The IT Service Management Forum is an independent Organisation
dedicated to promoting a professional approach to IT Service Management. The itSMF is a not-for-profit
membership Organisation with representation in many countries around the world (itSMF Chapters). The
itSMF and its membership contribute to the development of ITIL and associated IT Service Management
Standards. See http://www.itsmf.com/ for more information. 5 books
Accredited Training Organizations
• It is recommended that any training you receive is through an Accredited Training
Organisation (ATO).with 6 examination institutes

4. The ITIL Qualification Scheme

5. ITIL evolution
1980’s 1990’s 2000 2007
ITIL (42 books)
ITIL V2 (9 books)
ITIL V3
(5 books)
2011
ITIL 2011
(5 books)
Foundation
Practitioner
Manager
Foundation
Practitioner
Manager
Foundation
Intermediate
MALC
Expert
Foundation
Intermediate
MALC
Expert
Certification:
Same principles
mostly editorial changes
improved consistency
small # of content changes

6. What and When
Project management (PM), Serves management(SM) and (BM) Business management
What is the link between them and IT management?

7. Objectives
• Align IT services with current and future needs
of the business and its Customers.
• Improve the quality of the IT services
delivered.
• Kill the IT management headache.
• Reduce the long-term cost of service
provision.

8. Modern Management
GodFather
Dr.W.Edwards Deming
14 KEY principle

9. Continuous Improvement Model
P D
C
A Plan
Do
Check
Act

10. Performance over time for
differing service management
structures

11. Process &Function
A process is a set of coordinated activities combining and implementing
resources and capabilities in order to produce an outcome, which, directly or
indirectly, creates value for an external customer or stakeholder.
( measurable –specific results-have customer or stakeholder- respond to specific events )
Functions are units of organizations specialized to perform certain types of work
and be responsible for specific outcomes.
Functions typically define roles and the associated authority and responsibility
for a specific performance and outcomes.

12. ITIL Core Concepts
• Customer (Definition)
Customers are those who buy goods or services
• User (Definition)
Users are those who uses the goods or services

13. ITIL Core Concepts
• Internal customers (Definition)
Are people or departments who work in the same
organization as the service provider
• External customers (Definition)
Are people who are not employed by the
organization, or organizations that are separate legal
entities, that purchase services from the service
provider in terms of a legally binding contract or
agreement

14. ITIL Core Concepts
• Stakeholders (Definition)
All people who have an interest in
an Organization, Project, IT Service, etc.
Stakeholders may be interested in the Activities,
targets, Resources, or Deliverables. Stakeholders
may include Customers, Partners, employees,
shareholders, owners, …, etc

15. The Service Lifecycle

16. The ITIL service lifecycle
Service
Strategy
Service
Design
Service
Transition
Service Continual Improvement
Charter
BC
SDP SRP Service
Operation
E
L
S
Value
Project
Time
Operation
Time

17. Case example : Telecommunication Services

18. Process Model

21. Terminology Explanations
IT Service
Management (ITSM):
A set of specialized organizational capabilities for providing value
to
customers in the form of services.
Service 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.
Capabilities: The ability of an organization, person, process, application, CI or IT
service to carry out an activity. Capabilities can be described as:
Value Value is the core of the service concept. From the customer’s
perspective , value consists of two core components: utility and
warranty. Utility is what the customer receives, and warranty is how
it is provided. The concepts “utility” and“warranty” are described
in the Section “Service Strategy”.
Process: A set of coordinated activities combining and implementing
resources and capabilities in order to produce an outcome and
provide value to customers or stakeholders.
TERMINOLOGIES

22. Terminology Explanations
Functions: A team or group of people and the tools they use to carry out one or
more Processes or Activities. Functions provide units of
organization responsible for specific outcomes.
Process Owner: The person responsible for ensuring that the process is fit for the
desired purpose and is accountable for the outputs of that process.
Service Owner: The person who is accountable for the delivery of a specific IT
Service. They are responsible for continual improvement and
management of change affecting Services under their care.
Process
Manager:
The person responsible for the operational management of a
process. There may be several Managers for the one process. They
report to the Process Owner.
Service Providers: Type 1 : Internal (by business) unit – Type 2: Shared by IT
department) - Type 3 : External (by out-source)
TERMINOLOGIES

23. ITIL Core Concepts
• Utility (Definition)
“is the functionality offered by a product or
service to meet a particular need”.
• Utility can be summarized as ‘what the
service does’, and can be used to determine
whether a service is able to meet its required
outcomes, or is ‘fit for purpose’.

24. ITIL Core Concepts
• Warranty (Definition)
is an assurance that a product or service will
meet its agreed requirements. It refers to the ability
of a service to be available when needed, to provide
the required capacity, and to provide the required
reliability in terms of continuity and security.
• Warranty can be summarized as ‘how the
service is delivered’, and can be used to
determine whether a service is ‘fit for use’.

26. R – Responsibility (actually does the work for that activity but reports to the function or position that
has an “A” against it).
A – Accountability (is made accountable for ensuring that the action takes place, even if they might
not do it themselves). This role implies ownership.
C – Consult (advice/ guidance / information can be gained from this function or position prior to the
action taking place).
I – Inform (the function or position that is told about the event after it has happened).
A RACI Model is used to define the roles and responsibilities of various functions.
RACI Model

27. General Rules that exist:
• Only 1 “A” per Row can be defined (ensures accountability, more than one “A” would confuse
this).
• At least 1 “R” per Row must be (shows that actions are taking place), with more than one being
appropriate where there is shared responsibility.

28. Benefits of ITSM
While the benefits of applying IT Service Management practices vary
depending on
the organization’s needs, some common benefits include:
• Improved quality service provision
• Cost-justifiable service quality
• Design of services that meet business, customer, and user demands
• Integrated and centralized processes
• Transparency of the roles and responsibilities for service provision
• Continual improvement, incorporating lessons learned into
future endeavors
• Measurable quality, performance, and efficiency attributes

29. ITSM stakeholders
• Senior management
• Business unit managers
• Customers
• End users
• IT staff
• Suppliers
• Shareholders

30. Sample Questions

31. 1. Which of the following does NOT represent a
stage in the Service Lifecycle?
a. Continual Service Improvement
b. Service Operation
c. Service Architecture
d. Service Strategy

32. What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Defining roles and responsibilities
D. Monitoring services

33. Which of the following characterizes a function?
1. It is specialized to perform a certain type of work.
2. It is self-contained with capabilities and resources
for its performance.
3. It is responsible for specific outcomes.
4. It can be repeated and becomes manageable.
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above

34. Which of the following are characteristics of a process
1. Measurable
2. Responds to a specific Event
3. Has customers
4. Leads to specific results
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above