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1. Information Technology Infrastructure
Library (ITIL®)
The de-facto IT Service Management Standard
Ajay Kumar Duraiswamy
ITIL is a registered trade mark of AXELOS Limited
All images contained in this presentation are the copyrighted material of AXELOS Limited
©2013 International Institute for Learning, Inc., All rights reserved.

2. The ITIL Standard
The Information Technology Infrastructure Library (ITIL) is a set of practices
for IT service management (ITSM) that focuses on aligning IT services with
the needs of business.
ITIL is published in a series of five core publications, each of which covers
an ITSM lifecycle stage
The current form is in its 3rd version (known as ITIL v3 - 2011 edition)

3. The Problem
In the diversified and agile nature of business as we know today, The
following are key issues that the business usually faces:
IT not aligned to business needs
IT not responsive to ever changing business requirements
IT processes are often non-standardized and non-repeatable (Ad-hoc)
Business fails to see the value in running an IT department

4. A Possible Solution
The UK Government's Central Computer and Telecommunications Agency
(CCTA) in the 1980s developed a set of recommendations as government
agencies and private sector contracts had started independently creating
their own IT management practices.
ITIL was built around a process-model based view of controlling and
managing operations often credited to W. Edwards Deming and his plando-check-act (PDCA) cycle.

5. The Latest Avatar of ITIL
ITIL through the years underwent several modifications and the latest version of
ITIL known as the ITIL “V3” was published in May 2007 (updated in 2011). This
version of the standard is described in five volumes:
ITIL Service Strategy
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement

6. The ITIL Framework

7. Service Strategy (SS)
The center and origin point of the ITIL Service
Lifecycle, the ITIL Service Strategy (SS) volume
provides guidance on clarification and
prioritization of service-provider investments in
services.
Service Strategy focuses on helping IT
organizations improve and develop over the
long term by relying largely upon a marketdriven approach.

8. Service Strategy (SS)
Competitive IT Strategy
That takes the business
Forward
1.
2.
3.
4.
5.
IT service management
Service portfolio management
Financial management for IT
services
Demand management
Business relationship management
Distinctive Capabilities
Market Focused

9. Service Design (SD)
The Service Design (SD) volume provides
good-practice guidance on the design of IT
services, processes, and other aspects of the
service management effort.
The design of service is understood to
encompass all elements relevant to
technology service delivery such as how a
planned service solution interacts with the
larger business and technical environments.

10. Service Design (SD)
Service Design
Package
1.
2.
3.
4.
5.
6.
7.
Design coordination (2011 Edition)
Service Catalogue
Service level management
Availability management
Capacity Management
Information security mgmt. system
Supplier management




Supporting
Systems
Tech. Architectures
Processes
Metrics

11. Service Transition (ST)
The Service transition (ST), as described by
the ITIL service transition volume, relates to
the delivery of services required by a business
into live/operational use, and often
encompasses the "project" side of IT rather
than business as usual (BAU).

12. Service Transition (ST)
LIVE APPLICATIONS
(ON TIME & COST EFFECTIVE)
1.
2.
3.
4.
5.
6.
7.
Transition planning and support
Change management
Service asset and config. management
Release and deployment management
Service validation and testing
Change evaluation
Knowledge management
TESTED & BUILT AS SPECIFIED
ASSET & CONFIGURATION
MANAGED
TRANSITION DOCUMENTED

13. Service Operation (SO)
Service Operation (SO) aims to provide best
practice for achieving the delivery of agreed
levels of services both to end-users and the
customers (where "customers" refer to those
individuals who pay for the service and
negotiate the SLAs).
Service Operation, is the part of the lifecycle
where the services and value is actually
directly delivered.

14. Service Operation (SO)
RESILIENT & ROBUST
PRODUCTION ENVIRONMENT
1.
2.
3.
4.
5.
Event management
Incident management
Request fulfillment
Problem management
Identity management
SERVICE DESK
INCIDENT, PROBLEM & EVENT
MANAGEMENT
IT OPERATIONS (REQUEST
FULFILMENT)

15. Continuous Service Improvement (CSI)
Continual service improvement, defined in the
ITIL continual service improvement volume,
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.
It incorporates many of the same concepts
articulated in the Deming Cycle of Plan-DoCheck-Act.

16. Continual Service Improvement (CSI)
RESILIENT & ROBUST
PRODUCTION ENVIRONMENT

17. ITIL Certifications
Organization
ISO 20000
Individual
Foundation
Intermediate
Expert
Master

18. The ITIL
Certification
Path

19. Questions?

20. Intelligence – Integrity – Innovation
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