INFORMA

TION
TECHNOL
INFRASTRU
OGY
CTURE
LIBRARY
CONTENTS:
• What is ITIL?
• Key principles of ITIL
• ITIL Service Life Cycle
 OBJECTIVES
• Gain insight on how Information
Technology Infrastructure Library can
help organizations;
• Identify opportunities to develop
business processes using ITIL service
strategy; and
• Understand the ITIL service design
and transition
INFORMATION
TECHNOLOGY
INFRASTRUCTURE
Offers a best - practice repository for
IT service management and describes
LIBRARY
the ‘what’ of service management.

Standardizes the selection, planning,

delivery, and support of IT services to
maximize efficiency and maintain
predictable levels of service
KEY
PRINCIPLES
• Delivering maximum value
to customers
• Optimizing resources and
capabilities
• offering services that are
useful and reliable
• Planning processes with
specific goals in mind
• Defining roles clearly for
each task
ITIL
SERVICE LIFE
CYCLE
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service
Improvement
 ITIL SERVICE LIFE
CYCLE:
SERVICE STRATEGY
Design to ensure that the service is fit for
purpose and fit for use.
studio shodwe SERVICE
PORTFOLIO

COMPONEN
MANAGEMENT

DEMAND

TS MANAGEMENT
FINANCIAL
MANAGEMENT
• Accounting
• Budgeting
• Charging

STRATEGY OPERATIONS
FACTORS OF
STRATEGIC
MANAGEMENT
• Strengths
Weaknesses
and

• Business Strategy
• Critical Success
Factors
TYPE OF SERVICE ASSETS:
•• Resource
Threat and
• Capabilities
Opportunities
SERVICE
PROVIDER
TYPES
TYPE I - INTERNAL SERVICE
RROVIDER
Refers to the business functions
within an organization.
TYPE II - SHARED SERVICE
PROVIDER
IT, human resources, and logistics
TYPE III - EXTERNAL SERVICE
PROVIDER
Referes to the third party service
providers.
 FOUR PS OF
STRATEGY
Perspective - describes a vision and direction
Positions - describes the decision to adopt a well-
defined stance
Plan - describes how do we offer high value or low -
cost services
Pattern - describes the organization’s way of doing
things
 ITIL SERVICE LIFE
CYCLE:
SERVICE DESIGN
Includes a blueprint for the services
provided.
Helps the service provider to know how to
improve and improve the design skills for
service management.
FOUR PS OF SERVICE
People - human resources and organizational structures
DESIGN required to support the service.
Processes - service management processes required to
support the service.
Products - technology and other infrastructure required to
support the service.
Partners - third parties that offer additional support
required to support the service.
SERVICE CATALOG MANAGEMENT
Responsible for designing service
catalogue containing service specific
to the customer for which they are
willing to pay,
SERVICE LEVEL MANAGEMENT
Ensure that quality of services meet
SERVICE
provisioned quality agreement.
AVAILABILITY MANAGEMENT
DESIGN
Ensures that operative service meet
all agreed availability goals PROCESSE
CAPACITY MANAGEMENT
Ensures optimal and economic
usage of existing resources and
S
future capacity requirement
planning.
SERVICE CONTINUITY
Ensures continuity of IT services
MANAGEMENT
regardless of any disaster occurs.
SERVICE
SUPPLIER MANAGEMENT
Process ensures supplier DESIGN
PROCESSE
relationship and performance.

IT SECURITY MANAGEMENT

S
Ensures confidentiality, integrity,
and availability of data.
 ITIL SERVICE LIFE
CYCLE:
SERVICE TRANSITION
Build and deploy IT services.
Addresses managing changes: controlling the
assets and configuration items with the new and
charged systems.
CHANGE MANAGEMENT
Control the life cycle of all the
changes with minimum disruption to
IT services.
EVALUATION
Assess major changes.
TRANSITIONING PLANNING AND
SERVICE
SUPPORT
Focuses on planning and
TRANSITIO
coordination the use of resources.
RELEASE AND DEPLOYMENT N
MANAGEMENT
Plan, schedule and control the PROCESSE
S
movement of releases to testing
SERVICE VALIDATION AND
Ensures that deployed releases and the
TESTING
resulting services meet customer
SERVICE
expectation.
SERVICE ASSENT AND
CONFIGURATION MANAGEMENT
TRANSITIO
Maintain information about
configuration items.
KNOWLEDGE MANAGEMENT
N
Gather, analyze, store and share
knowledge and information.
PROCESSE
S
 ITIL SERVICE LIFE
CYCLE:
SERVICE OPERATIONS
Meeting end user’s expectations.
Includes fulfilling user requests, resolving service
failures, fixing problems, and carrying out routine
operational tasks.
EVENT MANAGEMENT
Configuration items and services are
constantly monitored
EVALUATION
Manage the lifecycle of all incidents.
REQUEST FULFILLMENT SERVICE
Fulfill service requests.
ACCESS MANAGEMENT OPERATION
Grant authorized users the right to
use a service. S
PROCESSE
PROBLEM MANAGEMENT
Manage the life cycle of all
problems, preventing incidents from
happening and minimizing the
impact of incidents. S
 studio shodwe

SERVICE
OPERATION
FUNCTION
• IT Operation Management - monitor and
control the IT services and their
underlying infrastructure.
• Service Desk - contact between users and
the service provider.
• Application Management – responsible for
managing applications.
• Technical Management - provides
 ITIL SERVICE LIFE
CYCLE:
CONTINUAL SERVICE
IMPROVEMENT
Use methods from quality management to learn
from past successes and failures.
Continually improve the effectiveness and
efficiency of IT processes and services.
THANK
YOU!