1. Information
ITIL
Technology
Infrastructure
Library
ITIL

2. ITIL Scope Developed by the British Government - 1989 Public Domain
Best Practices
Covers IT Services
Organization and Processes
IT Infrastructure
Hardware, Software, Networks,
Application Software
1996 – Launched in North America

3. ITIL Aims Facilitate Quality Management of IT Services
Improve Efficiency
Increase Effectiveness
Reduce Risk
Codes of Practice Supporting Total Quality
ISO9001 Compliant

4. ITIL – How It Works
Provides guidance books on strategic, tactical and operational management of IT infrastructure
Provides a systematic, process-based approach, supported by procedures
Suggests implementation strategies
Acts as a training aid
Complies with requirements for ISO9001 quality standards

5. IT Infrastructure Hardware Software Communications Procedures
Documentation
People

6. ITIL is … The application of the science of management
to information technology infrastructures,
written down in a (semi-) structured manner
in a series of books.

7. ITIL Principles ITIL is all about which processes need to be
realized within the organization for
management and operation of the IT infrastructures
to promote optimal service provision to the
customer at justifiable costs.

8. ITIL in Context Service Management Operations Methodology - ITIL
Certification - ISO
Systems Integration
Projects
Methodology - PMBOK
Certification - ISO

9. ITIL & ISO ISO ITIL Processes in Place Processes Documented
Trained
Followed
Corporate Certification
ITIL
Processes
Documentation
Training
Integrated
Best Practice
Individual Certification

10. The Service Model
SERVICE VISION
PROCESSES
PROCEDURES
TASKS

11. Definitions
QUALITY is the totality of features & characteristics of a product or service that bears on its ability to meet a stated or implied need (ISO 8402)
A PROCESS is a series of cohesive activities geared to achieving a certain objective.
IT SERVICE is a logical package of services that an IT organization offers, supplies and supports inorder to satisfy the client’s needs.
IT SERVICE MANAGEMENT is the sum total of management and commercial operation of the IT infrastructure, i.e., the delivery and support of IT services.

12. Operational Management
ITIL Modules
SERVICE DELIVERY
Tactical Management
Service Level Management
Capacity Management
Availability Management
Contingency Planning
Cost Management
SERVICE SUPPORT
Operational Management
Configuration Management
Help Desk
Problem Management
Change Management
S/W Control & Distribution

13. Service Level Management
Service level management is a process aimed at achieving
the optimum level of IT Services through a good working relationship
between the provider and the consumer.
Activities Comprising Service Level Management
Identify client’s requirements
Verify their feasibility
Propose, negotiate, agree on & set down service levels
Determine, draft and finalize standards
Check service standards and report on service

14. Service Level Management
Ensures continual identification, monitoring and
reviewing of the optimally agreed levels of IT
service as required by the business.
This is done in close co-operation between the IT
services providers and the customers (or their
representatives.
A Service Level Agreement specifies the services,
the service levels, specific conditions and the parties
involved.

15. Service Level Agreement
The SLA
Definition of the pertinent operational services
Service levels agreed upon
Conditions under which the services are provided
Costs of providing the services
Identification of the parties involved
Service Levels
Costs
Continuity
Availability
Performance
Flexibility
Stability

16. Capacity Management Capacity Management Activities Capacity planning
Capacity management is the process that ensures optimum
utilization of IT resources, in order to achieve the
level of performance agreed upon with the client.
Capacity Management Activities
Capacity planning
Modeling
Performance management
Resource management
Demand management
Workload management
Application sizing

17. Capacity Management Supports the optimum and cost effective provision
of IT services by helping organizations to match
their IT resources to the business demands.
Capacity Management Database (CDB): a
collection of technical, business and organizational
data, in order to provide capacity forecasts
and plans.

18. Availability Management
Availability management is the process that ensures the optimum
utilization of resources, methods and techniques to achieve the
level of IT services agreed upon with the client.
Availability Management Activities
Compiling an availability plan
Meeting availability requirements
Monitoring availability
Monitoring maintenance obligations
Control / Security
Vulnerability / Risk
Reporting on the level of availability

19. Availability Management
To systematically identify availability and
reliability requirements against actual
performance and, when necessary, introduce
improvements to allow the organization to
achieve and sustain optimum quality IT
services at a justifiable cost.
Availability
Reliability
Maintainability
Serviceability
Resilience

20. Contingency Planning Activities Comprising Contingency Planning
Contingency planning ensures that there are adequate technical,
financial and organizational safeguards to protect the continuity of the
IT services agreed upon in the SLA in the event of disasters.
Activities Comprising Contingency Planning
Risk assessment
Risk management
Contingency plan management
Contingency plan testing
Reporting and communication

21. Contingency Planning To develop and maintain plans for coping with and
recovering from an IT crisis (i.e loss of service for a
protracted period) and, where possible, to prevent IT
crises from occurring.
To “cope” means that work is moved to an alternate
system in a non-routine way.
Contingency: Unplanned situation in which it is
expected that the period during which one or more
IT services will be unavailable will exceed threshold
values agreed to with the customer.

22. Cost Management Activities Comprising Contingency Planning
Cost management is the process which yields relevant financial
data to achieve a sound balance between price and
performance at every level of operation.
Activities Comprising Contingency Planning
Risk assessment
Risk management
Contingency plan management
Contingency plan testing
Reporting and communication

23. Cost Management To monitor and provide insight into the costs of
providing and supporting IT services; and if
necessary (depending on the executive policy)
recover the costs from customers in a fair and
equitable manner.
Cost Centre Accounting: costs are allocated to
departments.
Activity Based Costing: costs are allocated to
Activities.

24. Configuration Management
Cost management is the process which yields relevant financial
data to achieve a sound balance between price and
performance at every level of operation.
Activities
Identification
Control
Status Accounting
Verification
Management Information

25. Configuration Management
Managing the IT infrastructure by recording all
Items.
Configuration Items (CIs):
Components of the IT infrastructure that are (or are
to be) under control of Configuration Management:
hardware, software, procedures, documentation and
people. CIs may vary widely in complexity, size
and type – from an entire system to a single module
or a minor hardware component.

26. Helpdesk Activities Communications & Promotion Accessibility to Users
Cost management is the process which yields relevant financial
data to achieve a sound balance between price and
performance at every level of operation.
Activities
Communications & Promotion
Accessibility to Users
Managing Incident Control
Provide Continuity: Restore Service ASAP
Management Information

27. Helpdesk An incident is any event that deviates from the
(expected) standard operation of a system. Such an
event influences the system, even though the
influence may be small or even transparent to the
users of the system.