The document discusses how ITIL (Information Technology Infrastructure Library) can be applied to small and medium businesses (SMBs). It provides an overview of ITIL and the IT service management lifecycle. For SMBs, the document recommends focusing on key ITIL processes like service catalog, service level management, incident management, and service asset and configuration management. It also provides samples of how SMBs can scale down the processes based on their characteristics like smaller staff sizes. The document concludes with information on ITIL certifications.

1. ITIL & SMB
Nguyễn Mạnh Cường – cuongnm@gmail.com
ITIL Vietnamese Language Owner
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2. Agenda
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ITIL & IT Service Management
ITIL for SMB
ITIL Certifications
Q&A
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3. ITIL & IT Service Management
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What is ITIL?
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It’s a LIBRARY
ITIL is the most widely adopted approach for IT Service
Management in the world. It provides a practical, no-nonsense
framework for identifying, planning, delivering and supporting
IT services to the business.
Alignment of IT services and Business.
5 core volumes map the entire ITIL Service Lifecycle
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4. Service Lifecycle
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5. Process & Function
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6. Processes in ITIL
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7. Functions
IT Operations Management
IT Operations
Control
Technical Management
Mainframe
Server
Application Management
Console Management
Job Scheduling
Backup & Restore
Print & Output
Network
Financial Apps
HR Apps
Business Apps
Storage
Databases
Directory
Desktop
Middleware
Facilities
Management
Service Desk
Data Centers
Recovery Sites
Consolidation
Contracts
Internet / Web
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8. SMB & ITIL
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How to define SMB’s characteristics?
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A small number of staff
Ususally operating in few location
A small number of customers/ users
Etc..
How can you create value? How do you create value?
Focus on your services and your service lifecycle
Scaling down ITIL processes
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9. SMB & ITIL
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Service Strategy – Service Design – Service Transition –
Service Operation or Continual Service Improvement?
Quick Wins Processes:
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Service Catalogue
Service Level Management
Incident Management
Request Fulfillment
Event Management
Service Asset & Configuration Management + Change
Management + Release and Deployment Management
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10. Sample Plan
Copyrighted by Randy A. Steinberg
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11. Sample of scaling down process
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12. Sample of scaling down process
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13. ITIL Certifications
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