IT Infrastructure Library (ITIL)
IT Infrastructure Library (ITIL)
LIBRARY (ITIL)
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Session Objective
Introduction to ITIL
Benefits of ITIL
ITIL Framework
ITIL Terminology
ITIL Processes
ITIL Certification
ITIL Quiz
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Introduction to ITIL
ITIL is best practice in IT Service Management.
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Benefits of ITIL
• Benefits to customer:
• Benefits to IT organization:
– Reduced costs
– Improved IT services through the use of proven best practice processes
– Improved customer satisfaction through a more professional approach to service delivery
– Improved productivity
– Improved use of skills and experience
– Improved delivery of third party services through the specification of ITIL.
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ITIL Framework
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ITIL Terminology
• An incident is a deviation from the (expected) standard operation of a system or service
• A problem is a condition that has been identified from one or more incidents exhibiting common
symptoms, for which the cause is unknown
• A known error is a condition identified by successful diagnosis of the root cause of a problem,
when it is confirmed that a CI is at fault.
• A Configuration Item (CI) is a component of the IT infrastructure that is, or is going to be part of
the IT Infrastructure. CI is controlled by change management.
• A Request for Change (RFC) is the main input to the Change Management process
• Service Level Agreement (SLA) – written agreement between service provider and Customer (s)
that document agreed service levels of a service
• Configuration Management Database (CMDB) contains all relevant details of each CI and
details of the important relationships between CIs.
• Definitive Software Library (DSL) is where the definitive authorized versions of all software CIs
are stored and protected 6
ITIL Processes
IT SERVICE MANAGEMENT
RELEASE MANAGEMENT
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Service Delivery
Describes the services the customer needs to support their business, and what is needed for
an IT service organization to provide these services.
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Service Level Management
• Ensures that agreed services are delivered when and where they are supposed to be delivered.
• Dependent upon all the other areas of Service Delivery, to ensures that the agreed services are
provided in a secure, efficient and cost effective manner.
• The agreements created and maintained within the Service Level Management process are:
Operational Level Agreements (OLA):
It is a written agreement between internal IT service groups which define key service targets
and responsibilities of both parties.
Underpinning Contracts (UC):
It is the contract that exists between an IT service provider and an external supplier.
Service Level Agreements (SLA):
At the heart of SLM is the concept of the Service Level Agreement (SLA).
• SLA Phases:
Planning for SLA.
Implementation of SLA,
Monitor and report on SLA.
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Financial Management
Budgeting: is the process of ensuring that the correct finance is available for the provision of
IT Services and that during the budget period they are not overspent.
Developing the IT Accounting system: why do it, what to do and who it affects.
Developing the Charging system: determine the most suitable Charging policies for their
organization
• Capacity Management is responsible for ensuring that the Capacity of the IT Infrastructure
matches the evolving demands of the business in the most cost-effective and timely manner.
– Analysis: The data should be analyzed to identify trends from which the normal utilization
and service level, or baseline, can be established.
– Tuning: The analysis may identify areas of the configuration that could be tuned to better
utilize the system resource or improve the performance of the particular service.
– Implementation: to introduce to the live operation services any Changes that have been
identified by the monitoring, analysis and tuning activities.
– Review: The Capacity Management process should be reviewed for effectiveness and
efficiency at regular intervals Service Level Management.
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IT Service Continuity Management
• Business Continuity Management (BCM) is concerned with managing risks to ensure that an
organization can continue operating at all times to at least a pre-determined minimum level.
• The aim of this Process is to develop and implement an escalation and management process to
provide continuity of editorial IT services from the point at which normal service is disrupted to the
point where normal service resumes.
• The process ensures the availability of IT services is maintained at the level required by and
agreed with the business. It covers:
Roles and responsibilities
Information requirements
Decision-making when needed (who is involved, and what factors need to be taken into
account)
Interfaces between the various operational groups involved in the support of Editorial IT
services
Communication flow and escalation.
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Availability Management
• The goal of Availability Management is to ensure the effective utilization of resources, methods
and techniques to achieve the level of IT services agreed to with the business.
– Serviceability: Serviceability describes the contractual arrangements made with Third Party
IT service providers, to assure the availability, reliability and maintainability of IT services and
components under their care.
– Security: Security is defined as the Confidentiality, Integrity and Availability (CIA) of the data
associated with a service.
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Service Support
Service Support describes how customer and users can get access to the appropriate services to
support their activities and the business, and how those services are supported.
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Service Desk
• The Service Desk is the initial point of contact with the IT organization for the users.
• The major task of Service desk is recording, monitoring and Escalating the problems.
• Also provides an interface for other activities such as Change Management, Availability
management and Service Level Management.
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Incident Management
• The purpose of Incident Management is to restore normal IT service operations as quickly as
possible.
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Problem Management
• The objective of Problem Management is to minimize the adverse impact of incidents and
problems on the business that are caused by errors within the IT infrastructure, and to prevent the
recurrence of incidents related to these errors.
• Problem Management seeks to get to the root cause of incidents, and then initiate actions to
improve or correct the situation.
Reactive Activities
Problem control focuses on transforming problems into known errors.
Error control focuses on resolving known errors
Proactive Activities
Trend analysis
Preventive Action
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Configuration Management
• Configuration Management is the process of recording and controlling all relevant IT components,
called Configuration Items (CIs).
• When fully implemented, Configuration Management accounts for all the IT assets within an
organization and its services.
• The CMDB should also contain the change history of a CI and should be globally accessible.
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Configuration Management
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Configuration Management
The Configuration Management process breaks down into five elements:
CMDB Review
These activities cover reviewing the CMDB content and structure in order to establish
whether it needs to be amended in order to meet its requirements.
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Change Management
• Change Management is a control process ensuring that all changes to the live production
environment are carried out in a controlled manner, thereby minimizing any potential disruption to
the service.
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Change Management
Provision is also provided for “emergency” changes. All emergency changes progress through
each phase at different rates, depending on the urgency, magnitude, complexity, and the
impact of the change.
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Release Management
• Release is used to describe a collection of authorized changes to an IT service.
• The Release will typically consist of a number of Problem fixes and enhancements to the service.
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ITIL Quiz
• Who developed ITIL?
– US Government.
– UK Government.
– Software Engineering Institute.
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