Introduction to ITIL
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This document introduces the planning of ITIL processes and lifecycles, emphasizing the importance of strategy, design, transition, and continual service improvement in IT service management. It outlines the purpose of IT services as delivering value to users, and discusses key processes in service management, such as service catalog management and transition planning. Additionally, it highlights the significance of aligning IT services with business needs and the continuous improvement of these services.
Introduction to ITIL
- 2. Note: This is not ITIL Foundations training, but just an introduction Planning ITIL Processes & Lifecycles • Strategy Overview of ITIL • Design • Transition • Operations • Continual Service Improvement Purpose of IT
- 3. o o A service is capabilities & resources devoted to providing this value. o Services that customers can directly utilize or consume are known as “business” services. Creative Commons-licensed flickr photo from Jeffery Turner
- 4. “The purpose of our home is to deliver value to our family” Creative Commons-licensed flickr photo from Martin Pettit Creative Commons-licensed flickr photo from Will Scullin
- 5. OU IT’s mission is to provide world-class IT Services information technology services that support and • Infrastructure advance the mission of the Univ of OK, and to • Collaboration play a leadership role in providing the best • Data mngt educational experience • Etc. for our students.
- 6. ITIL History Intellectual Initial property of version • 1989 A set of books (v1) the British government Version 2 • 1995 Version 3 • 2007 An approach Best practices to IT “service” for delivering management” IT services 2011 • 2011 update
- 7. o o o People o o Technology Process
- 9. Inputs Actions Output o
- 11. What services should we offer? Developing Understanding IT capabilities Cost, price & service our customers & resources value offerings ITIL: “define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization's business outcomes.”
- 12. KEY PROCESSES Creative Commons-licensed flickr photo from striatic
- 13. SERVICE VALUE Utility Warranty
- 14. “House Strategy” • Where does the house best sit in the neighborhood? • How big should the house be? • How many rooms should it have? For what purpose? Creative Commons-licensed flickr photo from Greene Connections
- 15. • Feature consistent and • Employ a single, EASY TO USE UX/UI. comprehensive IDENTITY • Deliver ACCESSIBILITY for for authentication. users of all capabilities. • AUTOMATE as many • Operate at the “SPEED interactions as possible. OF BUSINESS” • Meet CUSTOMER NEEDS • Ensure AVAILABILITY before meeting IT needs. during critical business • Offer an affordable cost windows. model with RIGHT-SIZED • Are SUSTAINABLE VALUE for the (compliance, investment. supportability)
- 16. ITIL: “to design IT services, together with the governing IT practices, processes and policies, to realize the service provider's strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.”
- 17. KEY PROCESSES Service Catalog Mngt Service Level Mngt Capacity Mngt Availability Mngt IT Service Continuity Mngt Information Security Mngt Supplier Mngt Creative Commons-licensed flickr photo from emdot
- 18. “House Design” • Architect design of the house • Layout of the rooms in relationship to one another • Features & functions • Based on repeatable templates Creative Commons-licensed flickr photo from jmrodri
- 19. Emphasizing • Business service catalog and • Service design package
- 20. Achieving Build, test Managing Controlling desired and move changes assets value ITIL: “to ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the Iifecycle.”
- 21. KEY PROCESSES Change Mngt Service Asset & Configuration Mngt Knowledge Mngt Transition Planning & Support Release & Deployment Mngt Service Validation & Testing Evaluation Creative Commons-licensed flickr photo from albertogp123
- 22. “House Transition” • Builder & contractors • Phased installation • Project management • Walk-throughs Creative Commons-licensed flickr photo from Wesley Fryer
- 23. • Developing formal change management process & approval • Completed test plans & follow through • Operational readiness review
- 24. Daily health of Managing Determination Ongoing basis the service disruptions of trends ITIL: “to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.”
- 25. KEY PROCESSES FUNCTIONS Service Desk Application Mngt IT Technical Operations Mngt Mngt
- 26. “House Operations” • Running electricity, HVAC, water, trash • Routine house cleaning • Sleeping, eating, living Creative Commons-licensed flickr photo from wscullin
- 27. • Incident Management • Knowledge base • Service request & access request management
- 28. Measure & Efficient & improve Technology effective service investment process levels ITIL: “to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.”
- 30. “Continual House Improvement” • Observation of areas of concern • Renovation • Utility bill adjustments • Add-on buildings Creative Commons-licensed flickr photos from The Consortium
- 31. • New roles & process, such as business relationship manager and service owner
- 34. Organizational Vision Stakeholders (internal, external) Process-thinkers Governance vs Tool “EXCELerators”
- 35. Endurance Realistic Executive expectations support (ITIL says…) Training & Education Champion
- 36. Pursue ITIL v3 •Pink Elephant, Third Sky, Foundations Fruition Partners, etc. Certification Develop a Twitter stream/list as a •Chris Dancy, IT Skeptic, Troy DuMoulin Personal Learning Network (PLN) Join the EDUCAUSE ITIL •http://bit.ly/educauseitil Constituency group Participate in •Contact chris- jones@ouhsc.edu KnowIT (Fall 2103) with interest