1. ITIL Introduction
Ravikiran
ITIL V3 Expert, ITSM Certified and TOGAF V9.1 Certified

2. Agenda
 Introduction
 History of ITIL
 About ITIL
 Service Desk
 RACI
 Benefits of ITIL to GG

3. What do we do ? (As IT Service provider &
IT Professionals)
 We offer services, Turn Key solutions
 We manage networks, servers, storage
 We manage technical manpower
 We manage projects and produce deliverables
 We create a technical service catalog

4. Definition of ITIL
 ITIL is an integrated best practice for the Service Lifecycle Management of IT
enabled services
Service
Strategy
Service
Design
Service
Transition
Service
Operation
Continual
Service
Improvement
The Official
Introduction To
The ITIL® Service
Lifecycle
+ Complementary
Guidance

5. ITIL History
 Late 1980 UK government Cabin Office project started in development plus practitioner and
consulting organizations
 Early 1990s: V1 library completed
 Late 1990s. Introduced ITIL to North America (1997)
 2000-2007: V2 books introduced – process based
 ITIL based international standard ISO 20000, Sarbanes-Oxley and other legislation
 ITSM vendor community support of ITIL and introduction of integrated tools
 The beginnings of broad adoption of ITIL globally Early Industry Adopters: Financial
Government Utilities Medical
 ITIL 2011 V3 - Update

6. The Service Lifecycle

7. Service Strategy Processes
 DEFINITION: How to design, develop, and implement service management as a
strategic asset
 Financial Management
 Secure appropriate funding to design, develop, and deliver services that meet the strategy of the
organization, while balancing cost & value
 Demand Management
 To understand, anticipate & influence customer demand for services & to work with capacity
management to ensure the service provider has capacity to meet this demand

8. Service Strategy Processes
 Business Relationship Management
 Establish & maintain relationship between Service Provider & Customer
 Identify Customer needs & ensure Service Provider can meet those needs over time
 Strategy Generation
 Define the market, develop the offerings, develop the strategic assets and prepare for execution
 Service Portfolio Management
 Ensure clear definition of services linked to Business outcomes
 Ensure Service Provider offers right mix of services
 Track investment in services throughout service lifecycle to ensure desired returns

9. Service Design Processes
 OBJECTIVE: Design and development of new or changed services and service
management processes.
 Design Coordination
 To provide a single point of coordination and control for the processes and activities within service
design to produce quality SDP (Service design package) s as agreed
 Service Catalog Management
 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
 Service Level Management
 To ensure all current and planned IT services are delivered to agreed targets and to establish a constant
cycle of negotiating, agreeing, monitoring, reporting, and reviewing service level performance
 Agreements
 Service Level Agreements (SLAs)
• Between IT Service Provider & Business/Customer
 Operational Level Agreements (OLAs)
• Between Internal support groups & various parts of IT

10. Service Design Processes
 Supplier Management
 To obtain value for money from suppliers and to ensure that suppliers perform to the targets, terms & conditions
contained within their contracts
 Agreements
 Underpinning Contracts (UCs)
• Between External Suppliers & IT Service Provider
• Legally binding
 Capacity Management
 To ensure that the level of capacity delivered matches the agreed capacity needs of
the business
 Availability Management
 To ensure that the level of availability delivered matches the agreed availability needs of
the businessIT Service Continuity Management
 To ensure that the service provider can deliver minimum agreed business continuity-related service levels
 IT Security Management
 To align IT security with business security and ensure confidentiality, integrity, and availability of assets,
information, data, and IT services

11. Service Transition process
 OBJECTIVE: Guidance for the development and improvement of capabilities
necessary to transition new and/or changed services into operations
 Transition Planning and Support
 To provide overall planning for service transitions
 To coordinate resources that service transitions require
 Change Management
 To ensure that authorized changes are prioritized, planned, tested, implemented, documented &
reviewed in a controlled manner
 To minimize the disruption to the environment & therefore to services through Service Asset
& Configuration Management (SACM)
 To ensure accurate & reliable information about service assets exists & is available when needed
(CMDB & CMS)

12. Service Transition Processes
 Release & Deployment Management
 To plan, schedule & control the build, test & deployment of releases
 Service Validation & Testing
 To provide objective evidence that the new or changed service will support the customer’s
business & stakeholder requirements
 Change Evaluation
 to provide a consistent and standardized means of determining the performance of a service
change
 Knowledge Management
 To ensure that the right information is delivered to the appropriate place or competent person
at the right time to enable informed decisions

13. Service Operation
OBJECTVE: Guidance on achieving effectiveness and efficiency in the delivery
and support of services. Value is achieved for the customer.
 Event Management
 Activities to detect events, make sense of them, & determine appropriate response
 Incident Management
 To restore normal service as quickly as possible & minimize adverse impact on business
 Request Fulfillment
 To manage the lifecycle of requests from users

14. Service Operation
 Problem Management
 To manage the lifecycle of all problems from identification to removal & minimize the adverse
impact of incidents and problems
 Access Management
 To provide the right for users to use a service
 To execute policies & actions defined in Information Security Management

15. Service Desk - Functions

16. Service Desk Function
 Functional unit - dedicated staff
 SPOC for all users - day-to-day
 Communication point for users
 Coordination point for several IT functions & processes
 Handle incidents, service requests, general questions, potentially some RFC categories
 Vitally important function—value should not be underestimated:
 Good service desk can compensate for deficiencies elsewhere.
 Poor service desk can give bad impression of an otherwise effective IT organization.
 Staff needs to have the right mix of skills.

17. Objectives of the Service Desk
 Return service operation to normal state for users as quickly as possible:
 Incidents
 Specific responsibilities:
 Logging incidents & service requests
 Providing first-line response & diagnosis
 Resolving incidents / requests at first contact when possible
 Escalating incidents / requests they cannot resolve within agreed timeframes
 Keeping users informed of incident / request progress
 Closing all resolved incidents / requests
 Conducting customer / user satisfaction surveys
 Communicating with users
 Handling general inquiries

18. Continual Service Improvement
 OBJECTIVE: Sustains the creation and maintenance of customer value through
better design, introduction, and operation of services
 Seven-Step Improvement Process
 To define & manage the steps needed to identify, define, gather, process, analyze, present &
implement improvements
 CSI Approach
 To provide questions to be answered from both a business & IT perspective for Improvement
initiatives

19. Major types of CSI Metrics
 Technology metrics measure components
and applications:
 Server or system availability
 Application performance
 Process metrics measure the overall health of
a process:
 Quality
 Performance
 Value
 Compliance
 Service metrics measure the end-to-end performance of the service:
 Service availability (end-to-end)
 Transaction response time

20. Story of 4 people…
 There are four people named Every body, Somebody, Anybody and Nobody.
 There was an important work to be done. Everybody was asked to do it.
Anybody could have done it, but nobody did it. Everybody thought that
anybody could do it, but nobody realized that at least somebody should do it.
 Finally, everybody blamed somebody while nobody accused anybody.

21. RACI Model
 Most business revolve around activities and decisions of particular service
 A RACI model can be used to help define roles and responsibilities
 It identifies the activities that must be performed along side the various individuals and roles
involved
 RACI is an acronym for the four main roles of:
 Responsible – The person or people responsible for getting the job done(means correct
execution of process & activities)
 Accountable – Only one person can be accountable for each task ( Ownership of quality,
and end result of process )
 Consulted – The people who are consulted and whose opinions are sought ( involvement
through input of knowledge & information
 Informed – The people who are kept up-to-date on progress (Receiving information
about process execution and quality)

22. Example of RACI
Process
owner
Service
Manager
Security
Manager
TIM
Head
Chief
Architect
Process
Owner
Create a framework for
defining IT services
C R C C I C
Build an IT service catalogue C R I C I C
Define SLA for critical IT
services
C A/R C R I R
Monitor and report SL
performance
I A/R I I I R
Review SLAs, OLAs and UCs C A/R C R I R
Review and Update IT service
catalogue
C R I C I C
Create service improvement
Plan
I R I C I R

23. Lifecycle Processes
23
SERVICE STRATEGY
• Service Strategy
• Service Portfolio
Management
• Financial Management
• Demand Management
SERVICE OPERATION
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
SERVICE DESIGN
• Design Coordination
• Service Catalog Management
• Service Level Management
• Supplier Management
• Capacity Management
• Availability Management
• IT Service Continuity
Management
• Information Security
Management
SERVICE TRANSITION
• Transition Planning and
Support
• Change Management
• Service Asset & Configuration
Management
• Release & Deployment
Management
• Service Validation
• Evaluation
• Knowledge Management
CONTINUAL SERVICE
IMPROVEMENT
• Seven Step Improvement

24. Some facts About ITIL
 ITIL is not project management
 ITIL is not a tool
 ITIL is not an all-or-nothing proposition

25. Advantages of Adoption ITIL
 Business orientation of IT
 The RACI (Responsible, Accountable, Consulted, Informed) model brings clarity to organizations’ functions and roles, and it
constitutes the foundation for communication between IT and business.
 Professional and proven processes integrate customer value and outcomes in every process, role and function, while at the
same time increasing customer satisfaction.
 Organization
 Optimized and reduced cost : Financial Management is integrated throughout the service lifecycle. That means that costs
are planned and controlled, and cost justification can be easily made.
 The staff inside an ITIL-based organization gains competence and increases capability and productivity, which lead to
higher staff satisfaction and retention.
 Operational processes, With SLA parameter measurement (mostly by tools) incident and problem management become
more efficient, controlled and measured, which increases productivity and the satisfaction of both staff and customers
 Quality of service
 Constant measurements and improvements guarantee that quality assurance of the service does not end with the
customer acceptance test, but it continues throughout the service lifecycle. Lessons learned and experienced on existing
services will be integrated in every new service developed or improvement made on existing ones. The focus on customer
needs and perception shifts away from a technological debate toward value received, customer satisfaction and customer
relation.
 There are many more areas where ITIL implementation means one step forward toward satisfied customers and the
creation of a competitive advantage. The business world, as well as the IT world, is changing very quickly.

26. Q & A

27. Thank you