Quick introduction to ITIL V3

1. Introduction

2. Agenda What is ITIL? What is ITSM? What is a Service? Why ITIL? ITIL service management life cycle 2/13

3. What is ITIL? ITIL is the only consistent and comprehensive documentation of best practicefor IT Service Management 3/13

4. What is ITSM? The management of IT services that meet the needs of the business 4/13

5. What is a Service? Means for delivering value to customer by facilitating outcome customers want to achieve without the ownership of specific costs and risks 5/13

6. Why ITIL? 6/13 Availability Productivity Efficiency Customer Satisfaction Non-proprietary Non-prescriptive Best Practices Widely accepted Downtime

7. ITIL Service Management Lifecycle 7/13

8. Service Strategy Governance and decision making What do you have? What to offer? How to distinguish our selves? Needs VS our capabilities? Target market? 8/13

9. Service Design Building structural service integrity Design of Services Management Systems Technology Architecture Processes Measurement methods 9/13

10. Service Transition Preparing for change Plan Change Track and Record Deploy and Release Test and Validte 10/13

11. Service Operation Operating on the road Business Value? Monitoring Management Support Recommend Changes 11/13

12. Continual Service Improvement 12/13

13. THE END