ITIL CORE

ITIL CORE

What is ITIL?

Information Technology Infrastructure Library - A set of best practice publications for IT service management.

WHY ITIL?

• Focused on descriptive guidance on IT Service Management that`s easily adapted.

• Emphasizes Quality Management approach, standards.

ITIL GOALS:

• Consistent, comprehensive. hygienic set of Best-Practice guidance

• Platform independent discussion of processes

• Common Language, Standardized vocabulary

• Flexible framework, adaptable to different IT environments

Lifecycle phases of ITIL

1. Service strategy

2. Service design

3. Service transition

4. Service operation

5. Continual Service Improvement

Blooms`s taxonomy.

1. Knowledge

2. Comprehension

3. Application

4. Analysis

5. Synthesis

6. Evaluation

What is a Service?

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

What is Service Management

Service management is a set of specialized organizational capabilities for providing value to customers in the form of service.

Process

• A process is a structured set of activities designed to accomplish a specific objective

• A process takes one or more defined inputs and turns them into defined outputs

• A process may include roles responsibility, tool and management controls required to deliver the outputs

• A process is organized around a set of objectives

Process characteristics

• Measurability

• |Specific results

• Customers

• Responsiveness to specific triggers

• Maturity - A measure of the reliability, efficiency and effectiveness of a process, function, organization et

ROLE - RACI

• Responsible

• Accountable

• Consulted

• Informed

Important definitions

SLA - is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically todefine what the customer will receive.

OLA - An operational-level agreement (OLA) defines the interdependent relationships in support of a service-level agreement (SLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services

UC - an agreement between an IT service provider and an internal service provider (part of same the organization). Underpinning Contract (UC): an agreement between an IT service provider and an external service provider (outside of the organization).