Information technology Infrastructure library{itil}

INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY{ITIL}

AGENDA• Introduction

• History

• Overview of ITIL V3

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

• Overview of ITIL v2

• Certifications

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INTRODUCTION• A set of practices for ITSM that focuses on aligning IT services with needs of business

• Current form of ITIL (v3)is published In series of 5 core publications, each of which covers ITSM Lifecycle stage

• ITIL is a registered trademark of United Kingdom’s Office of Government Commerce (OGC)

• The IT Infrastructure Library originated as a collection of books, each covering a specific practice within IT service management

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HISTORY• Keeping in view the growing dependence on IT ,U.K’s Central Computer &

Telecommunications Agency (CCTA) in 1980’s developed a set of recommendations

• ITIL was built around a process model based view of controlling & managing operations often credited to W.E.Deming & his Plan-Do-Check-Act Cycle (PDCA)

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ITIL TIMELINE• 1989 to 1996 ITIL Version 1 published as collection of books based upon

recommendations by the UK CCTA Agency.

• 2001 ITIL V1 officially retired.

• 2001 ITIL V2 published to consolidate ITIL V1 to 8 books (or volumes).

• 2006 ITIL V2 glossary published. Most widely circulated ITIL publication to date. Circulation and adoption includes US and Canada.

• 2007 ITIL V3 published to consolidate ITIL V2 to 5 books (or volumes).

• 2009 ITIL V2 officially retired

• 2011 ITIL V3 2011 Update is published.

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OVERVIEW OF ITIL V3• An extension of ITIL v2 & fully replaced it following completion of withdrawal period on 30,

June 2011

• ITIL v3 provides more holistic perspective on full lifecycle of services covering entire IT organization

• 2011 edition consists of 5 core publications

1. Service Strategy

2. Service Design

3. Service Transition

4. Service Operation

5. Continual Service Improvement

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SERVICE STRATEGY • It provides guidance on clarification & prioritization of service provider investments in

Services

• It focuses on helping IT organizations improve & develop over long term.

• List of covered processes are :

1. Strategy Management of IT Services

2. Service Portfolio Management

3. Financial Management of IT Services

4. Demand Management

5. Business Relationship Management

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SERVICE DESIGN• It provides guidance on design of IT services, processes & other aspects of service

management effort

• List of covered processes are :

1.Design coordination (Introduced in ITIL 2011 Edition)

2.Service Catalogue

3.Service level Management

4.Availability Management

5.Capacity Management

6.IT Service Continuity Management (ITSCM)

7.Information Security Management System

8.Supplier Management

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SERVICE TRANSITION• It relates to delivery of services requires by a business into Live/Operational use

• List of ITIL processes in Service Transition (ST):

1.Transition planning and support

2.Change management

3.Service asset and configuration management

4.Release and deployment management

5.Service validation and testing

6.Change evaluation

7.Knowledge management

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SERVICE OPERATION• Service Operation (SO) aims to provide best practice for achieving the delivery of agreed

levels of services both to end-users and the customers.

• Service Operation is part of lifecycle where services & value is actually delivered.

• List of processes covered are :

1.Event management

2.Incident management

3.Request management

4.Problem management

5.Access management

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• Event management plays a significant role in ensuring Operational Health of IT Services

• Incident Management’s Primary Goal is to Restore Normal Service as quick as possible & to minimize Business Impact

• Request Management focuses on fulfilling of Service Requests which are often minor changes

• Problem Management aims to resolve root cause of Incident

• Access Management Aims on granting Right Access To Right Users

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ITIL FUNCTIONS

1. Service Desk

2. Application Management

3. IT Operations Management

4. Technical management

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SERVICE DESK• The service desk is one of four ITIL functions and is primarily associated with the Service

Operation lifecycle stage.

• Tasks include handling incidents and requests, and providing an interface for other ITSM processes.

• Primary purposes of a service desk include:

Incident control : life-cycle management of all service requests

Communication : keeping a customer informed of progress and advising on workarounds

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APPLICATION MANAGEMENT• It encompasses a set of best practices proposed to improve the over all quality of It

Software development

• Software asset management (SAM) is a primary topic of ITILv2 and is closely associated with the ITILv3 Application Management function

• SAM practices include:

maintaining software license compliance

tracking inventory and software asset use

maintaining standard policies and procedures surrounding definition, deployment, configuration, use, and retirement of software assets and the definitive software library.

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IT OPERATIONS MANAGEMENT• It provides day-to-day technical supervision of IT Infrastructure

• Operations are responsible for the following:

1. a stable, secure IT infrastructure

2. a current, up to date operational documentation library ("ODL")

3. a log of all operational events

4. maintenance of operational monitoring and management tools.

5. operational scripts & procedures

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TECHNICAL MANAGEMENT• It’s a specialist area for IT Infrastructure

• Technical management provides a number of specialist functions:

Research and Evaluation,

Market Intelligence (particularly for design and planning and capacity management),

Specialist technical expertise (particularly to operations and problem management),

Creation of documentation.

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CONTINUAL SERVICE IMPROVEMENT• Aims to align and realign IT services to changing business needs by identifying and

implementing improvements to the IT services that support the business processes

• Improvement initiatives typically follow a seven-step process:

1.Identify the strategy for improvement

2.Define what you will measure

3.Gather the data

4.Process the data

5.Analyse the information and data

6.Present and use the information

7.Implement improvement

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OVERVIEW OF ITIL V2• They consisted of eight distinct sets:

1. Service Support

2. Service Delivery

3. Information & Communication Technology (ICT) Infrastructure Management

4. Security Management.

5. Applications Management

6. Software Asset management

7. Planning To Implement Service Management

8. The Business Perspective

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CERTIFICATIONS

ITIL v2 ITILv3

Foundation Foundation

Practitioner Intermediate

Manager Expert

Master

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CREDIT PROFILER

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Life Cycle Modules Capability Modules

1. Service Strategy {S.S}

2. Service Design{S.D}

3. Service Transition{S.T}

4. Continual Service Improvement {C.S.I}

1. Service Offerings & Agreements (SOA)-{S.S & S.D}

2. Release, Control & Validation (RCV) – {S.T & S.O}

3. Operational Support & Analysis (O.S & A)-{S.O & CSI}

4. Planning, Protection & Optimization (PP & O)- {S.D}

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CREDITS & CERTIFICATION• At Foundation Level , Candidates are awarded a certification and 2 credits

• At Intermediate Level, We need to a total of 15 credits must be earned

• A candidate wanting to achieve the Expert level will have to gain the required number of credits (22).

• Expert Level is accomplished with two credits from Foundation, then 15 from Intermediate, and finally 5 credits from the "Managing Across the Lifecycle" exam

• Master Level, Currently in pilot phase this qualification has no training course or exam associated with it. To gain qualification as an ITIL Master, candidates have to have his/her work assessed by a panel of experts.

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