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ITIL v3 Introduction

Introduction to the concepts of Information Technology Infrastructure Library v3 2011

Wil Clark

on 16 March 2012

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Transcript of ITIL v3 Introduction

Information Technology Infrastructure Library
This presentation is based on OGC ITIL® materials. All copyrights retained by with their respective owners.
A Framework for IT Service Management
IT service management (ITSM) is a discipline for managing information technology (IT) systems that is philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.
IT Service Management
What is it?
The Information Technology Infrastructure Library is a set of good practices for IT service management that focuses on aligning IT services with the needs of business.
Lifecycle Stages
ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
How the Pieces Fit Together
The core stages of the lifecycle (
are driven by Service
Quality is monitored and improved by
Continual Service Improvement
. Processes are defined in each stage of the lifecycle but are not confined to that stage.
CSI Model
Seven Step Improvement Process
Metrics and Measurements
Deming Cycle
Service Strategy Management
Service Portfolio Management
Demand Management
Financial Management
Business Relationship Management
Service Strategy Processes
Design Coordination
Service Catalog Management
Service Level Management
Risk Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Compliance Management
Architecture Management
Supplier Management
Service Design Processes
Change Management
Change Evaluation
Transition and Planning Support (Project Management)
Application Development
Release and Deployment Management
Service Validation and Testing
Service Asset and Configuration Management
Knowledge Management
Service Transition Processes and Activities
Event Management
Incident Management
Request Fulfilment
Access Management
Problem Management
IT Operations Management
Facilities Management
Application Management
Technical Management
Service Desk
Service Operation Processes and Functions
To make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Service Operation Objective
To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.
CSI Objective
To design new IT services. Its scope includes the design of new services, as well as changes and improvements to existing ones.
Service Design Objective
To build and deploy IT services. This process also makes sure that changes to services and Service Management processes are carried out in a coordinated way.
Service Transition Objective:
To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, Service Strategy determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner
Service Strategy Objective:
To control the lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.
Change Management Objective:
To assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their lifecycle.
Change Evaluation Objective:
To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates.
Transition Planning and Support Objective:
To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors
Application Development Objective:
To plan, schedule and control the movement of releases to test and live environments. The primary goal of Release Management is to ensure that the integrity of the live environment is protected and that the correct components are released.
Release and Deployment Management Objective:
To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
Service Validation and Testing Objective:
To maintain information about Configuration Items required to deliver an IT service, including their relationships.
SACM Objective:
To gather, analyze, store and share knowledge and information within the organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
Knowledge Management Objective:
Service Review
Process Evaluation
CSI Initiative Definition
CSI Initiative Monitoring
Continual Service Improvement Processes
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