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
Service strategy
Service design
Service transition
Service operation
Continual Service Improvement
Blooms`s taxonomy.
Knowledge
Comprehension
Application
Analysis
Synthesis
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).
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