ITIL(v3): A Beginers Guide
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The document provides a comprehensive overview of ITIL (Information Technology Infrastructure Library), detailing its history, terminology, and components that aid in managing IT services effectively. ITIL aims to reduce costs, improve service quality, and enhance decision-making through structured processes and service management strategies. Key aspects include service lifecycle management, incident and problem management, and continual service improvement to align IT services with business objectives.
ITIL(v3): A Beginers Guide
- 1. Md Rezaul Islam ICT Professional ITIL (V3), CEH (V8), PRINCE2 ITIL(R) FUNDAMENTALS Regulatory Framework Process Governance
- 3. Information Technology Infrastructure Library (ITIL) • It’s a non proprietary approach for managing information technology services. • It was developed in late 1980, by Central Computing and Telecommunications Agency (CCTA), a government agency in Britain. • Common terminology and best practice guidelines for providing better value to its customers. • A series of books on ITIL has been issued since 1989 by the Office of Government Commerce (OGC), an administrative body of the Government of Great Britain (V3, 2011) ITIL(R) is a trademark of OGC – Office of Government Commerce
- 4. How ITIL Can help you……. • Reduce IT cost, Increase quality and Decrease risk. • Improve decision making regarding service delivery • Visibility to the total cost of ownership and utilization • Increase productivity • Provide clear and effective communication
- 5. In a Nut Shell……… • ITIL describes life cycles, process, procedures, task, functions and checklist. • It establishes integration with the company’s vision or strategy. • Creates a baseline, from which an IT organization plan, implement and measure its service. • Improves productivity of IT stuff and resources • ITIL is a philosophy, is way of conducting business.
- 6. Terminology of ITIL • Single point of contact (SPOC) service desk. The one entry point for customer to request IT service or report IT incident. • Service Management is a set of specialized organization capabilities for providing value to customer in the form of service. • Process is a structured set of activities designed to accomplish the specific objectives • A service catalogue contains details of all of IT services provided to customer.
- 7. Terminology of ITIL • A formal proposal for a change • A group of people that advises the change manager in assessment, prioritization and scheduling of change. • SLA: An agreement between IT service provider and another part of the organization. • OLA: An agreement between the IT service provider and the customer. • An Incident is any event, which is not part of the standard operation of a service. • A problem is a condition often identified as a result of multiple incident that exhibits common symptoms. Incident & Problem
- 12. SERVICE TRANSITION • To plan, schedule and control the build test and deploy the new functionality of releases • While protecting integrity of existing services Release and Deployment management: • To ensure that deployed release meet the customer expectation and IT operation is able to support the new service Service Validation & Testing: • To ensure that assets required delivering the services are properly controlled and • Right and accurate information is available when and where it is needed. Service Asset and Configuration Management : • To gather, analyze, store and share knowledge and information • To enable information in right place and in right time to have informed decision. • To enable efficiency by reducing need to rediscover the knowledge. • Its operate in DIKW: Data--Information--Knowledge--Wisdom Knowledge Management:
- 13. SERVICE OPERATION • To make sure that CIs and services are constantly monitored and to filter and categorize event in order to decide an appropriate action Event Management: • To manage the lifecycle of all incidents. Primary objective is to return the IT services to users as early as possible Incident Management: • To fulfill service request, which is most cases are minor (standard) (eg, request for password change or request for information) Request Fulfillment: • To grant authorize users the right to access a services while restrict/prevent un-authorized users. Access management essentially executes policies defined in Information Security Management. Access management sometimes referred to as right management or identity management. Access management:
- 14. SERVICE OPERATION…. • To manage lifecycle of all problems. Primary objective are to prevent incidents from happening or to minimize impact of incidents that cannot be prevented. Problem Management: • To monitor and control IT services and their underlying infrastructure. This process executes day to day routine task related to IT infrastructure and application. Operation Control/management: • To manage the physical environment where the IT infrastructure is located. Facilities Management: • Is responsible for managing application throughout their lifecycle.. Application Management: • Technical management provides technical expertise and support for the management of IT infrastructure Technical Management
- 15. CONTINUAL SERVICE IMPROVEMENT • To review business services and infrastructure services. The aim is to improve the services where necessary Service review: • To evaluate process on regular basis. This includes identifying process metrics the targeted process metrics are not reached and holding regular benchmarking, audit, maturity assessment and review. Process evaluation: • To define specific initiatives aimed at improving services and process, based on service review and process evaluation. The resulting initiatives either internal pursued by the service provider or initiatives required by customer cooperation Definition of CSI initiatives: • To verify improvement initiatives are proceeding according to plan and introduce correctives where necessary.. Monitoring of CSI initiatives:
- 16. OVERVIEW
- 17. OVERVIEW
- 18. ITIL Resources • ITIL Products http://en.it-processmaps.com/products/demo-itil- process-map.html • ITIL Checklist http://wiki.en.it-processmaps.com/index.php/ITIL- Checklists • IT Portfolio Management http://en.wikipedia.org/wiki/IT_portfolio_management • ITIL Overview https://www.youtube.com/watch?v=oqmkX_E1c1M
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