Introduction to ITIL

An overview of the fundamentals of ITIL

 Overview

ƒ Where did it come from

ƒ The structure of ITIL
ƒ How we’ll move through it
 The Origins of ITIL

ƒ Developed in the late 1980s

ƒ Has become a de facto standard
} Note: ISO 20000 is parallel to ITIL
ƒ Started by UK government, now used
widely
} Australian Defence Force is adopting ITIL
 The Origins of ITIL

ƒ Public domain framework

} Available by purchasing the books (>$700)
} Substantial secondary market in training
ƒ Industry best practice guidance
} Note: guidance, not rules
ƒ Models show: goals, general activities,
inputs and outputs of various processes
 ITIL Framework
The ITIL Publication Framework

Planning to Implement Service Management

Service Management

The Technology
The Business

Service
The Support ICT
Business Infrastructure
Perspective Management
Service
Delivery Security
Management

Application Management
 The Elements of ITIL

ƒ Planning to Implement Service

Management
} Measuring organisational maturity
} Establishing a vision and strategy
} Dealing with organisational change
ƒ ICT Infrastructure Management
} Design and Planning
} Deployment
} Operations
} Technical Support
 The Elements of ITIL

ƒ Service Support
} Incident Management
} Problem Management
} Change Management
} Configuration Management
} Release Management
ƒ Service Delivery
} Service Level Management
} Financial Management for IT Services
} Capacity Management
} Availability Management
} IT Service Continuity Management
 The Elements of ITIL

ƒ Security Management
} Risk Management
} Security Responses (Countermeasures)
ƒ Application Management
} Managing applications from initial
requirements through the application life-cycle
to retirement
ƒ The Business Perspective of ITIL
} Aligning IT and Business strategies
 The Big ITIL Picture
How do we get How do we check
Where do we want
What is the Vision? Where are we now? where we want to our milestones have
to be?
be? been reached?
Hardware
How do we keep the
momentum going?

Business Liaison, Service

Customers Design and
Relationship Education and Desk Configuration Deployment Environments
Planning
Management Communication Management

Supplier Relationship Incident Change

Management Management Management Technical
Operations
Support

Review, Planning, and Networks

Services Development Problem Release
Management Management

Availability Capacity Maintain Plan

Management Management
Processes
Financial
Service Level Management Control
Users Management for IT Services

IT Service
Continuity Evaluate Implement
Management Databases

Requirements

Optimise Operate Deploy Build Design Software