ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

1. Best Practices
for IT Services Management

2. RobertThomas
ITIL/ITSMArchitecture
Consultant
Introducing ITIL 2

3.  Purpose & Objectives
 What ITIL Is & Why It Matters
 The ITIL Framework
 ITIL in an ITaaSWorld (IT as a Service)
Appendix: Service Level Management Deep
Dive
A. Service Level Management 101
B. Glossary ofTerms
Introducing ITIL 3

4. • Provide a high level introduction to the ITIL framework to:
• enable participants to better anticipate and understand processes that
affect them
• understand relationships among deployed processes
• Following this session, attendees will:
• Know what ITIL is, what it is used for, and how it was developed
• Understand common ITIL concepts
• Be familiar with the 5 phases of the ITIL Life Cycle and the processes in them
• Have a better understanding of how ITIL will affect them and their
customers
Introducing ITIL 4

5. DEFINITION FOR ITIL
 Information Technology Infrastructure Library (ITIL)
 ITIL is a set of efficient, interrelated processes for delivery and support
of IT services
 Is documented by a set of books, supporting materials, and training
 certifications
 Provides a common language for discussing IT services across all IT
departments and with customers
 Provides an holistic, integrated view of IT processes
 Is a framework, not a standard
Introducing ITIL 5

6.  Define and document best practice processes that are:
 Unified
 Consistent
 Repeatable
 Supported by clear definitions of roles and responsibilities
 Integrated with related processes
 Establish IT business partnership
 Service level objectives/agreements
 Clearly defined single points of contact for customer engagement
 Process and data management automation
 Performance tracking against process Critical Success Factors
 Continuous process improvement
 Service quality reporting
 Decisions supported by analysis of costs and benefits
 Results tracked
Introducing ITIL 6

7. DEFINED BEST PRACTICE PROCESSESWITH A GOOD SUPPORTING IT SERVICE
MANAGEMENTTOOLSET YIELDSTREMENDOUS BENEFITS IN QUALITY, COST,
EFFICIENCY AND CUSTOMER SATISFACTION. BENEFITS ARE DERIVED AS
DEPICTED BELOW.
Traditional IT
Characteristics
ITIL Process
Characteristics
Value Proposition
Technology focus  Process focus Business aligned decisions; cost
“Fire-fighting”  Preventative Stability; quality of service; cost
Reactive  Proactive Quality of service; cost of service
Users  Customers Customer Satisfaction
Isolated, silos  Integrated, enterprise-wide Efficiency; quality; cost of service
Adhoc (one-offs)  Repeatable, accountable Efficiency; effectiveness; cost of service
Informal processes  Documented best practices Scalability; quality; cost of service
IT internal perspective  Business perspective Customer satisfaction; effectiveness
Operational specific  Service orientation Customer satisfaction; quality of service
Introducing ITIL 7

8.  Originated by the United Kingdom government to set guidelines for delivering IT
services efficiently Has become a standard adopted by companies worldwide
 Evolved into a cohesive, integrated set of IT process best practices that outlines
the steps needed to:
– Set policies and deliver effective services from a business perspective around
the performance of various IT processes
–Monitor IT activity for efficiency
–Establish Service Lifecycles in order to increase efficiency, effectiveness, and
cost effectiveness
– Rationalizes and simplifies much of what we already know about how IT gets
done
Introducing ITIL 8

9.  Service: A means of delivering value to customers by
facilitating outcomes customers want to achieve without
the ownership of specific costs and risks.
 Service Provider: Provides IT services to a customer within
the business.
 Service Management: A set of specialized organizational
capabilities for providing value to customers in form of
service.
Introducing ITIL 9

10.  Service Owner
 Process
 Process Owner
 Functions
 Role
Introducing ITIL 10

11. Introducing ITIL 11

12. Introducing ITIL 12

13. Introducing ITIL 13

14.  Business Relationship Management
 Strategy Management
 Financial Management
 Budgeting
 Accounting
 Charging
 Service Portfolio Management
 Manage the complete set of services offered (Service
Portfolio)
 Future, current & retires service offerings
 Demand Management
 Control risk (too much capacity creates cost without creating
value)
 Patterns of business activity
Introducing ITIL 14

15. Introducing ITIL 15

16. Service Catalog Management
 Service Catalog Produced
Introducing ITIL 16
Service Level Management
 Negotiates and agrees with the business
Capacity Management
 Ensures adequate capacity, cost
efficiency, that meets current and future
needs of the business
Availability Management
 Ensures the level of service availability is
delivered
IT Service Continuity Management
 Manages the suppliers and the
services they supply
Information Security Management
 Aligns IT security with business
security
IT Service Continuity
 Ensures IT technical and service facilities
can be resumed

17. Introducing ITIL 17

18.  Change Management
 Service Asset & Configuration Management
(SACM)
 Release and Deployment Management
 Knowledge Management
 Service Evaluation
 ServiceValidation andTesting
 Transition Planning
Introducing ITIL 18

19. Introducing ITIL 19

20.  Event – A change of state
 Alert – A warning or failure
 Incident – An unplanned interruption
 Problem –The unknown cause of one or more
incidents
 Service Request – A request from a user for
information, or advice, or for a Standard Change or
for access to an IT Service
Introducing ITIL 20

21.  Service Desk
 Technical Management
 IT Operations Management
 IT Operations Control
 Facilities Management
 Application Management
Introducing ITIL 21

22. Introducing ITIL 22

23. GOALS & OBJECTIVES
Review, Analyze, &
make
recommendation's
SCOPE
Identify & implement
activities to improve
service quality
Review and analyze
Service Levels
Customer
satisfaction
Quality management
methods
Overall Health
Alignment to
Business needs
Maturity
Introducing ITIL 23

24. Service Level Management Deep Dive
A. Purpose & Objectives
B. Service Level Management
Introducing ITIL 24

25. Introducing ITIL 25

26. THE SERVICE LIFE CYCLE INCLUDES IDENTIFYING BUSINESS NEEDS, MAPPINGTO EXISTING
SERVICE ANDTECHNOLOGYCAPABILITIES, DEVELOPING NEW SERVICES,AND FINALLY DELIVERING
SERVICES AT AGREED LEVELS.
Introducing ITIL 26

27. Introducing ITIL 27

28. Introducing ITIL 28

29. Definition: The dynamic method for
governing and managing service
management investments for value.
The Service Portfolio describes
services in terms of business value.
Purpose:To maximize the return on IT
service investments, while maintaining
an acceptable level of risks.
Scope:
a. Service Pipeline
b. Service Catalog
c. Retired Services
Introducing ITIL 29

30. Introducing ITIL 30

31. Definition:
The process that ensures that a Service
Catalog is produced and maintained,
containing accurate information on all
operational services and those services
that are being transitioned to
operational status.
Purpose:
To provide a single source of consistent
information on all of the agreed
services, and ensure that it is widely
available to those who are approved to
access it.
Introducing ITIL 31

32. BEST PRACTICES
 Services are defined in clear, easy
to understand language
 All significant services are defined
 Entries define or support SLAs
and/or SLOs
 Entries include or link to:
 service description
 customer
 service components
 levels of service
 cost
 Accessible by all who use, provide or
support services
 Reporting facilitates continuous
process improvement through use
of KPIs
 Process is linked to other processes:
 Service Level Management
 Financial Management
 Infrastructure Management
 Capacity Management
 Configuration Management
Introducing ITIL 32

33.  Operational Level Agreement (OLA): An agreement between an IT service provider and
another part of the same organization. An OLA supports the IT service provider's delivery of IT
services to customers. The OLA defines the goods or services to be provided and the
responsibilities of both parties. See also Service Level Agreement.
 Service Design Package (SDP): Document(s) defining all aspects of an IT service and its
requirements through each stage of its lifecycle. A Service Design Package is produced for each
new IT service, major change, or IT service retirement.
 Service Improvement Program/Plan (SIP): A formal plan to implement improvements to a
process or IT service.
 Service Level: Measured and reported achievement against one or more Service Level Targets.
The term Service Level is sometimes used informally to mean Service Level Target.
 Service Level Agreement (SLA): An agreement between an IT service provider and a
customer.The SLA describes the IT service, documents Service Level Targets, and specifies the
responsibilities of the IT service provider and the customer. A single SLA may cover multiple IT
services or multiple customers. See also Operational Level Agreement.
 Service Level Management (SLM):The process responsible for negotiating Service Level
Agreements, and ensuring that these are met. SLM is responsible for ensuring that all IT
Service Management processes, Operational Level Agreements, and Underpinning Contracts,
are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service
Levels, and holds regular customer reviews.
Introducing ITIL 33

34.  Service Level Package (SLP): A defined level of utility and warranty for a particular
Service Package. Each SLP is designed to meet the needs of a particular pattern of
business activity.
 Service Level Requirement (SLR): A customer requirement for an aspect of an IT Service.
SLRs are based on business objectives and are used to negotiate agreed Service Level
Targets.
 Service LevelTarget: A commitment that is documented in a Service Level Agreement.
Service LevelTargets are based on Service Level Requirements, and are needed to ensure
that the IT Service design is fit for purpose. Service LevelTargets should be SMART, and
are usually based on KPIs.
 Service Quality Plan:The written plan and specification of internal targets designed to
guarantee the agreed Service Levels.
 SMART:An acronym for helping to remember that targets in Service Level Agreements
(and Project Plans) should be Specific, Measurable,Achievable, Relevant andTimely.
 Underpinning Contract (UC): A contract between an IT service provider and a third party.
The third party provides goods or services that support delivery of an IT Service to a
customer.The Underpinning Contract defines targets and responsibilities that are
required to meet agreed Service LevelTargets in an SLA.
Introducing ITIL 34

35. Configuration Item (CI):
 Any component that needs to be managed in order to deliver an IT service.
 CIs typically include IT Services, hardware, software, buildings, people, and formal documentation.
 CI information is stored in a CMDB and is under the control of Change Management
 Configuration Management Database or CMDB:
 A database used to store Configuration records throughout their Lifecycle.
 Configuration Management Systems or CMS:
 A set of tools and databases that are used to manage an IT Service Provider's
Configuration data.
 Includes information about Incidents, Problems, Known Errors, Changes and Releases
 May contain data about employees, Suppliers, locations, BusinessUnits,Customers and Users
 Includes tools for collecting, storing, managing, updating, and presenting data about all
Configuration Items and their Relationships.
 Maintains one or more CMDBs, and each CMDB stores Attributes of Cls, and Relationships with other
Cls.
Introducing ITIL 35

36.  Access: The level and scope of the functionality of a service or data that a user is
allowed to use.
 Event: A change of state that has significance for the management of a
Configuration Item or an IT Service.This term also is used to mean Alert or
notification created by any IT Service, Configuration Item or Monitoring tool.
 Identity: A unique name that is used to identify a User, person or Role.The
Identity is used to grant Rights to that User, person or Roles.
 Rights: Entitlements, or permissions, granted to a User or Role. Rights would
include the Right to modify certain data, or to authorize a change.
 Service Request: A request from a user for information, advice, a standard
change or access to a service. Examples include password resets and provisioning
standard IT services to a new user. Service Requests do not require an RFC.
 Standard Change: A pre-approved change that is low risk, relatively common
and follows a procedure. RFCs are not required to implement a Standard Change
and they are logged and tracked using a different mechanism, such as a Service
Request.
Introducing ITIL 36