IT ServIce

ManageMenT
AGENDA

What is ITIL?
What is ITSM?
Key Concepts of ITSM?
 ITIL Service Life Cycle

PRESENTATION TITLE 2
 ITIL is a list of volumes that describe a
framework for the best practices to deliver IT
Services

These practices are drawn from public & private

sectors worldwide

What is ITIL? ITIL has following benefits:

** Information Technology
Infrastructure Library
• Reduced IT Costs
• Improved IT Services
• Improved Customer Experience
• Standards & Guidance
• Improved Productivity
• Improved Skills & experience
• Improved delivery of 3rd party services
 ITIL has gone through several
revisions & comprises of five
ITIL Service books (ITIL V3 Version), focusing
Life Cycle on the various processes and
stages of IT Service Life Cycle
Approach
ITIL V4 was rolled out in 2019 –
Q1, which focused on more
agile, flexible & customized
version of ITIL to cater to
modern business needs
 IT Service management is defined as a
set of specialized organizational
capabilities for enabling value to
customers in the form of services

What is ITSM? IT Service Management focuses on

implementing, managing & delivering IT
Service to ensure the goals of the
organization are met

It uses the appropriate mix of people,

processes and technology to ensure
they can provide value to the
organization
 Need to understand ITIL & ITSM, keywords, terminologies etc.

Value: Is perceived benefits, usefulness and importance of

something. Value is very subjective in nature w.r.t

ITSM Key stakeholders, organization & customer

Value Co-creation: Refers to the strategy that encourages

Concepts involvement from the customers to provide them the

optimum/greater services

Service: Refers to giving value to the customers, with favorable

outcomes without having to manage specific costs or risks

Service Relationship: Refers to the co-operation between a service

provider and a specific consumer

Service Provider: An organization that provides services to it's

consumers
 Need to understand ITIL &
ITSM, keywords, terminologies etc.

ITSM Key Service Consumer: Customer (IT Manager), end-user

Concepts... or the sponsor (IT Head) of the service

contd.. Organization: A group of people that have their own

functions with responsibilities, authorities &
relationship to achieve their objectives

Service Relationship Management: Refers to joint

activities performed by the service provider & service
consumers to ensure co-creation of the value

Service Relationship: Refers to the co-operation

between a service provider and a specific consumer
 Need to understand ITIL &
ITSM, keywords, terminologies etc.

ITSM Key Output: Physical or non-physical deliverables

Concepts... created as a result of an activity

contd.. Outcome: Result for a Stakeholder enabled by one of

more outputs

Utility: Refers to the functionality offered by a

product for service to meet the need of the
organization. It often called as "Fit-for-purpose"

Warranty: Refers to the assurance provided that a

product or service will meet the agreed
requirements. It often referred as "Fit-for-use"
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THANK
YOU

PRESENTATION TITLE 45