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Copyright JNT Association 2008 1VINAREN Visit 24 Nov 2008 OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK)
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Copyright JNT Association 2008 2 History of ITIL Benefits of ITIL DOs and DON’Ts ITIL in HE in UK What is ITIL?
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Copyright JNT Association 2008 3 Documents best practice in IT Service management Most widely accepted methodology in world Provides: Qualification scheme Accredited training providers Implementation tools What is ITIL? - IT Infrastructure Library
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Copyright JNT Association 2008 4 Developed in UK in 1980s by CCTA Owned and maintained by OGC Infrastructure equivalent of PRINCE Reason - Organisations increasingly dependent on IT Originally BS15000 ISO 20000 V3 introduced 2007 2 parts: Service Delivery Service Support History of ITIL
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Copyright JNT Association 2008 5 Change Management Release Management Incident Management Problem Management Service Desk Configuration Management – Asset Control, underpins everything! Service Support
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Copyright JNT Association 2008 6 Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management Service Delivery
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Copyright JNT Association 2008 7 Can reduce costs & improve productivity Proven best practice More professional approach to Service delivery Improved use of skills & experience Standards & Guidance Improved delivery of 3 rd party services – can specify ITIL or ISO 20000 in procurement Benefits of ITIL
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Copyright JNT Association 2008 8 Not substitute for common sense & experience Framework for action not cookbook Functions can be separated & reorganised Start with Config Management as fundamental to rest DO’s and DON’Ts of ITIL
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Copyright JNT Association 2008 9 UCISA recognised interest in ITIL & need for good infrastructure management in HE Developed (with JISC funding) resources in two tranches Introduction, Overview & Case Studies Various resources inc intro to Service Desk, Qualification scheme, Toolkits for service operation/transition, Tools survey http://www.ucisa.ac.uk/news/2009-12-18-itil.aspx ITIL IN HE(UK)
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Copyright JNT Association 2008 10 Thank you for listening Steve.Hogger@ja.net
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