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ITIL Overview: Himswan Team

ITIL is a framework of best practices for IT service management. It was developed in the UK to help organizations align IT services with business needs. The ITIL framework includes processes for service support and service delivery. Service support processes like incident management, problem management, and change management focus on maintaining daily operations. Service delivery processes like capacity management and availability management focus on long-term planning and improvement. Implementing ITIL helps organizations improve efficiency, reduce costs, and ensure quality IT services that meet business and customer needs.

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80 views

ITIL Overview: Himswan Team

ITIL is a framework of best practices for IT service management. It was developed in the UK to help organizations align IT services with business needs. The ITIL framework includes processes for service support and service delivery. Service support processes like incident management, problem management, and change management focus on maintaining daily operations. Service delivery processes like capacity management and availability management focus on long-term planning and improvement. Implementing ITIL helps organizations improve efficiency, reduce costs, and ensure quality IT services that meet business and customer needs.

Uploaded by

martin yahoo
Copyright
© © All Rights Reserved
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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ITIL overview

HIMSWAN TEAM
Introduction to ITIL

 ITIL – Information Technology Infrastructure


Library.
 Service Management Processes.
 Developed by the Office for Government
Commerce (OGC) in England (late 1980’s).
 Best practices focused on the management
of IT service processes.
 Open source.
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How to implement ITIL ?

 Collect your requirement .


 Make a plan.
 Start discussing .
 Implement the plan .
 Do cross check .
 Maintain records .

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ITIL Service Management Goals

 Ensure that IT services are aligned to the


needs of customers and users (measurable).
 Improve availability and stability of services.
 Improve communication within IT and with
users.
 Improve efficiency of internal processes.
– Ensure that all information is “evergreen.”

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ITIL Service Management (ITSM)

Two main components:


 Service Support – five processes that provide
support for day-to-day operation of IT
services.
 Service Delivery – five processes that focus
on long-term planning and improvement of IT
services.
These two components are linked together
through the Service Desk.
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ITIL Service Management

Change Service Level


Management Management

Incident Service Release Availability Financial


Management Management
Service
Support Management Management
Delivery
Problem
Management
Configuration IT Service Continuity Capacity
Management Management Management

Service
Desk
6
Service Support

Change
Management

Incident Release
Management Management
Service
Support

Configuration Problem
Management Management

7
Service Support processes

Incident Restore normal service operation


ASAP and minimize adverse impact
on users & the organization.
Change Handle changes efficiently, with
standardized methods, to minimize
impact to service delivery.
Problem Minimize the adverse effect of
incidents and problems caused by
errors in the infrastructure, and
prevent recurrence
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Service Support Processes (cont.)

Configuration Identify, control, & manage IT


resources within a Configuration
Database (CMDB).

Release Ensure production readiness,


quality of hardware, and
documentation across a
distributed environment.

9
Service Delivery

Service Level
Management

Availability Financial
Management Management
Service
Delivery

IT Service Continuity Capacity


Management Management

10
Service Delivery

Service Level To maintain and improve IT service


quality through an ongoing cycle of
agreeing, monitoring and reporting to
meet customer needs.
Availability Optimize the capability of the
infrastructure and organization to
deliver a cost effective and sustained
level of availability.
Capacity Ensure current and future resources
are greater than or equal to demand,
11 and provided cost effectively.
Service Delivery (cont.)

Financial Plan for IT services and provide cost-


effective stewardship of the IT assets
and resources.
Service Ensure recovery of IT systems to
Continuity normal state after a disaster within
Management agreed timeframes and using alternate
methods.

12
ITIL Service Desk

Change Service Level


Management Management

Release Financial
Incident Service Management Availability
Management
Service Management
Support Management
Delivery

Configuration Problem IT Service Continuity Capacity


Management Management Management Management

Service
Desk
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ITIL Service Support

Incident
Incident Management
Incident IT Operations
Service Desk

Problem Configuration
Management Management

RFC

Change Release
RFC Management Management

14
Benefits of ITIL
 Improve resource utilization
 Be more competitive
 Eliminate redundant work
 Improve upon project deliverables and time
 Improve availability, reliability and security of mission critical IT
services
 Provide services that meet business, customer and user demands
 Integrate central processes
 Document and communicate roles and responsibilities in service
provision
 Learn from previous experience
 Provide demonstrable performance indicators

15
Thanks for your time

16

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