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Introduction To ITIL

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A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.

NegóciosTecnologia
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Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009
What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287
Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538
Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536
Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535
“ IT Service Management,” or ITSM, is the study of IT in terms of the services it provides. http://www.flickr.com/photos/47568208@N00/148037316
The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.
One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement
ITIL’s Service Lifecycle 5. Continual Service Improvement
ITIL’s Service Lifecycle 5. Continual Service Improvement
Service Strategy ,[object Object],[object Object],[object Object],[object Object]
ITIL’s Service Lifecycle 5. Continual Service Improvement
Service Design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL’s Service Lifecycle 5. Continual Service Improvement
Service Transition ,[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL’s Service Lifecycle 5. Continual Service Improvement
Service Operation ,[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL’s Service Lifecycle 5. Continual Service Improvement
The Six-Step Improvement Model
ITIL’s Service Lifecycle 5. Continual Service Improvement
[object Object]
We created a change management procedure. Receive Classify Analyze
Approve Build Test Schedule Implement Review Close
We created a technical service catalog. CAMPUS WIDE APPLICATIONS BANNER SERVICES ADMINISTRATION DEPARTMENTAL APPLICATIONS MONITORING SECURITY AND ACCESS OTHER PHYSICAL INFRASTRUCTURE DATA STORAGE AND RECOVERY WIN SERVICES CONNECTIVITY ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION TELECOMMUNICATIONS Unified Messaging Voice Over Internet Protocol (VoIP) Voicemail Basic Telephone Service Automatic Call Distributor (ACD) Long Distance Service Telephone Menus DEDICATED TECHNICAL SUPPORT
Where can you go to learn more? ,[object Object],[object Object],[object Object],[object Object]
[object Object]

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Introduction To ITIL

  • 1. Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009
  • 2. What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287
  • 3. Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538
  • 4. Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536
  • 5. Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535
  • 6. “ IT Service Management,” or ITSM, is the study of IT in terms of the services it provides. http://www.flickr.com/photos/47568208@N00/148037316
  • 7. The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.
  • 8. One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement
  • 9. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 10. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 11.
  • 12. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 13.
  • 14. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 15.
  • 16. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 17.
  • 18. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 20. ITIL’s Service Lifecycle 5. Continual Service Improvement
  • 21.
  • 22. We created a change management procedure. Receive Classify Analyze
  • 23. Approve Build Test Schedule Implement Review Close
  • 24. We created a technical service catalog. CAMPUS WIDE APPLICATIONS BANNER SERVICES ADMINISTRATION DEPARTMENTAL APPLICATIONS MONITORING SECURITY AND ACCESS OTHER PHYSICAL INFRASTRUCTURE DATA STORAGE AND RECOVERY WIN SERVICES CONNECTIVITY ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION TELECOMMUNICATIONS Unified Messaging Voice Over Internet Protocol (VoIP) Voicemail Basic Telephone Service Automatic Call Distributor (ACD) Long Distance Service Telephone Menus DEDICATED TECHNICAL SUPPORT
  • 25.
  • 26.