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ITIL Foundation Key Takeaways

ITIL Foundation Key Takeaways outlines the key concepts of ITIL including that it is a framework for aligning IT processes with business goals. ITIL has 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains specific processes to manage services. Implementing ITIL principles can help achieve stronger business and IT alignment, improved service delivery, reduced costs, and better risk management. The document provides examples of applying ITIL processes to service desk operations.

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54 views19 pages

ITIL Foundation Key Takeaways

ITIL Foundation Key Takeaways outlines the key concepts of ITIL including that it is a framework for aligning IT processes with business goals. ITIL has 5 stages of the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. Each stage contains specific processes to manage services. Implementing ITIL principles can help achieve stronger business and IT alignment, improved service delivery, reduced costs, and better risk management. The document provides examples of applying ITIL processes to service desk operations.

Uploaded by

Gagan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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ITIL Foundation Key

Takeaways
What is ITIL?
• ITIL stands for Information Technology Infrastructure Library.

• Align IT processes with the business goals.

• ITIL is Vendor-Neutral, Non-Prescriptive and Best-Practices.

• It is a Framework.
5 Stages of Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
Service Lifecycle Approach
Service Strategy (SS)

This is the core stage of the lifecycle and


aims at ensuring that the project strategy is defined,
maintained and further implemented.
Service Design(SD)

It avails the guidance about designing and


development of the services, along with the ITSM processes
in support to the service strategies developed
in the previous stage.
Service Transition(ST)

This stage aids in learning the managers


and IT professionals to handle the changes
in an effective manner.
Service Operation(SO)

This Stage Administers the guidance


about practical aspects of everyday business operations.
Continual Service Improvement(CSI)

This stage is termed as the assessment phase,


as there is always a scope of improvement in the services with time.
Continual Service Improvement(CSI)

• The Deming Cycle – PDCA


Continual Service Improvement(CSI)

• CSI Approach
Lifecycle Phase Processes
Service Strategy Demand management
Financial management
Service portfolio management
Business relationship management
Service Design Service Level Management
Service Catalogue Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Design Coordination
Lifecycle Phase Processes
Service Transition Change Management
Service Asset and Configuration Management
Knowledge Management
Release and Deployment Management

Service Operation Event Management


Incident Management
Problem Management
Request Fulfillment
Access Management
Continual Service The Continual Improvement Process
Improvement
Key Takeaways …. (How To Achieve?)

• Stronger alignment between IT and the business


• Improved service delivery and customer satisfaction
• Reduced costs through improved utilization of resources
• Greater visibility of IT costs and assets
• Better management of business risk and service disruption or failure
• More stable service environment to support constant business change
Quality Of Program

• Foundation Of ITIL concepts


• First Level to ITIL
Example: ITIL Principles in Service Desk
Service Strategy :
• Service Desk Architecture
• Location of Service Desk
• Determining Staffing Levels
Example: ITIL Principles in Service Desk
Service Design:
• Integrate Asset Management System with
Help Desk Software
• Real-time Reporting Features
• Integrate the Change Management System
with Help Desk Software
• Implement Service Request Automation Processes
Example: ITIL Principles in Service Desk
Service Transition:
• Web-Based Knowledge Base Tool
Service Operation:
• Splitting Requests and Incidents
• Establish Service Desk Metrics
Continual Service improvement:
• Take Regular Customer Feedback
Thanks

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