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          What do you need to know about
Information Technology Infrastructure Library (ITIL)?
                            Service Management




“IT is the business”
         and
“The business is IT”

   WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                           What do you need to know
                         about Information Technology
                         Infrastructure Library (ITIL)?

 Definition
 The IT Infrastructure Library (ITIL) is an industry
  best practice framework for IT Service
  Management that establishes best practice and a
  standard of IT service quality that customers
  should demand and providers should seek to
  supply.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         ITIL History

The ITIL concept emerged in the 1980s, when the
British government determined that the level of IT
service quality provided to them was not sufficient.
The Central Computer and Telecommunications
Agency (CCTA), now called the Office of
Government Commerce (OGC), was tasked with
developing a framework for efficient and financially
responsible use of IT resources within the British
government and the private sector. The aim was
to develop an approach independent of any
supplier. This resulted in the Information
Technology Infrastructure Library (ITIL v1).


          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                        ITIL History



In 2000, The CCTA merged into the OGC, Office for
Government Commerce and in the same year,
Microsoft used ITIL as the basis to develop their
proprietary Microsoft Operations Framework
(MOF).




         WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         ITIL History


In 2001, version 2 of ITIL was released. The
Service Support and Service Delivery books were
redeveloped into more concise usable volumes.
Over the following few years it became, by far, the
most widely used IT Service Management best
practice approach in the world.




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                       ITIL History


In December 2005, the OGC issued notice of an
ITIL refresh, commonly known as ITIL v3, which
became available in May 2007.
This adopted more of a lifecycle approach to
service management, with greater emphasis on IT
business integration.




         WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                            ITIL History


ITIL v3 initially includes five core texts:
    Service Strategy
    Service Design
    Service Transition
    Service Operation
    Continual Service Improvement




             WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                               Why ITIL was Developed ?



 To improve efficiency.
 To facilitate the quality management of IT
  services.
 To increase cost effectiveness.
 To reduce risks.
 To provide codes of practice in support of total
  quality management.



             WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                             Key Definitions



 Customer: recipient of a service; usually the
  customer has responsibility for the funding of the
  service.
 Provider: the unit responsible for the provision of
  IT services.
 Supplier: a third party responsible for supplying or
  supporting underpinning elements of the IT services.
 User: the person using the service on a daily basis.



            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                                 ITIL Ver. 2



 The ITIL Basis Framework consists of the 10 ITIL
  processes, which are comprehensively documented
  in detail in the Service Support (5 support
  processes and one function) and Service Delivery
  (5 delivery processes) books.




           WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                      ITIL Ver. 2
                                      Framework




WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                           ITIL Ver. 2
                                         Service Delivery

Service Delivery is primarily concerned with the
proactive and forward-looking services that the
business requires of its ICT provider in order to
provide adequate support to the business users. It
is focused on the business as the customer of the
ICT services.
  Service Level Management
  Capacity Management
  IT Service Continuity Management
  Availability Management and Security Mgmt.
  Financial Management for IT Services

          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                      ITIL Ver. 2
                              Service Level Management


 Goal
  To maintain and gradually improve business
  aligned IT service quality through a constant cycle
  of agreeing, monitoring, reporting and reviewing IT
  service achievements and through instigating
  actions to eradicate unacceptable levels of service.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         ITIL Ver. 2
                                    Capacity Management


 Goal
  To understand the future business requirements
  (the required service delivery), the organization's
  operation (the current service delivery), the IT
  infrastructure (the means of service delivery), and
  ensure that all current and future capacity and
  performance aspects of the business requirements
  are provided cost effectively.



            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                          ITIL Ver. 2
                                     IT Service Continuity
                                         Management

 Goal
  To support the overall Business Continuity
  Management process by ensuring that the required
  IT technical and service facilities can be recovered
  within required and agreed business time-scale.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                       ITIL Ver. 2
                                Availability Management


 Goal
  To optimize the capability of the IT infrastructure
  and supporting organization to deliver a cost
  effective and sustained level of availability that
  enables the business to satisfy its objectives.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                     ITIL ver. 2
                            Financial Management for IT
                                      Services


 Goal
  To provide cost effective stewardship of the IT
  assets and the financial resources used in
  providing IT services.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                             ITIL ver 2.
                                           Service Support


 The Service Support is focused on the User of the
  ICT services and is primarily concerned with
  ensuring that they have access to the appropriate
  services to support the business functions.
    Service Desk (single point of contact)
    Incident Management
    Problem Management
    Change Management
    Release Management
    Configuration Management

            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                                ITIL Ver. 2
                                               Service Desk


 Goal
  To act as the central (single) point of contact
  between the User and IT Service Management.
  To handle Incidents and requests, and provide an
  interface for other activities such as Change,
  Problem, Configuration, Release, Service Level,
  and IT Service Continuity Management.




           WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         ITIL Ver. 2
                                    Incident Management


 Goal
  To restore normal service operation as quickly as
  possible with minimum disruption to the business,
  thus ensuring that the best achievable levels of
  availability and service are maintained.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         ITIL Ver. 2
                                    Problem Management


 Goal
  To minimize the adverse effect on business of
  Incidents and Problems caused by errors in the
  infrastructure, and to proactively prevent the
  occurrence of Incidents, Problems, and errors.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         ITIL Ver. 2
                                     Change Management


 Goal
  To ensure that standardized methods and
  procedures are used for effective and prompt
  handling of all Changes, in order to minimize the
  impact of any related Incidents upon service.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                          ITIL Ver. 2
                                     Release Management


 Goal
  To take a holistic view of a Change to an IT service
  and ensure that all aspects of a Release, both
  technical and non-technical, are considered
  together.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                      ITIL Ver. 2
                              Configuration Management


 Goal
  To provide a logical model of the IT infrastructure
  by identifying, controlling, maintaining and
  verifying, the version of all Configuration Items in
  existence.




            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                      ITIL Ver. 2
                              Other operational guidance


   ICT Infrastructure Management
   Security Management
   The Business Perspective
   Application Management
   Software Asset Management
   Planning to Implement Service Management




             WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                             ITIL Ver. 2
                                             Library Set




Service Support                               Service Delivery
      SS                                            SD




        WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                           ITIL Ver. 3
                                         Service Strategy



The Service Strategy book provides a view of ITIL
that aligns business and information technology. It
specifies that each stage of the service lifecycle
must stay focused upon the business case, with
defined business goals, requirements and service
management principles.




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                             ITIL Ver. 3
                                           Service Design



The Service Design book provides guidance upon
the production/maintenance of information
technology policies, architectures, and documents.




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                          ITIL Ver. 3
                                       Service Transition



The Service Transition book focuses upon change
management role and release practices, providing
guidance and process activities for the transition of
services into the business environment.




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                          ITIL Ver. 3
                                       Service Operation




This book focuses upon delivery and control
process activities based on a selection of service
support and service delivery control points.




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                 ITIL Ver. 3
                       Continual Service Improvement




This book focuses upon the process elements
involved in identifying and introducing service
management improvements, as well as issues
surrounding service retirement.




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                 ITIL Ver. 3
                              Service Life Cycle




            The Core Framework
WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                                   ITIL Ver.3
                                                   Library Set




Introduction to the      Service Strategy                        Service Design
Service Lifecycle                SS                                      SD




             WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                                   ITIL Ver.3
                                                   Library Set




Service Transition       Service Operation                       Continual Service
        ST                       SO                                Improvement
                                                                       CSI


             WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                            Foundation
                                            Certificate
This examination, which consists of a one hour long
multiple choice exam is usually taken at the end of
a 3-day training event. It is designed to test a
candidate's basic understanding of the principles
and terminology of ITIL. It is suitable for staff of all
levels, and it forms one of the entrance criteria for
other certificates in the V2 and V3 scheme. This
qualification is designed to provide a foundation
level of knowledge in IT Service Management and is
aimed at all personnel who wish to become familiar
with the best practices for IT Service Management,
as defined by ITIL.

           WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                           Foundation
                                           Certificate


The ITIL ® Foundation examination format is:
   Multiple choice
   One hour duration
   40 questions
   Closed book




          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                          Practitioner
                                           Certificate

Certificate for each separate discipline, attainment
of which is achieved by either a combination of
assignments set during a training event and an
examination. This qualification is aimed at those
who are responsible within their organization for
designing specific processes within the IT Service
Management discipline, and performing the
activities that belong to those processes. The
Practitioner Certificates focus on the depth of
understanding and application of those subjects,
treating each subject as a specialization.

          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                           Practitioner
                                            Certificate
 Service Desk, Incident and Problem Management
  (IPSR)

 Change, Configuration and Release Management
  (IPRC)

 Finance and Service Level Management (IPAD)

 Availability, Capacity and IT Service Continuity
  Management (IPPI)


            WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                             Practitioner
                                              Certificate

The ITIL ® Practitioner examination format is:

   Multiple choice
   Two hour duration
   40 questions
   Closed book




             WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                  Service Manager
                                     Certificate

This certificate, primarily aimed at managers and
consultants, generally follows attendance on a 10-
day training event, followed by 2 x 3-hour essay
based examination papers that are designed to
test the practical application of the theory of
ITIL®. The Manager's Certificate is aimed at those
who need to demonstrate a capability for
managing ITIL®-based solutions across the
breadth of the Service Management subjects.


          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                 Service Manager
                                    Certificate


The ITIL® Managers certificate is made up of two
papers:
  Service Support
  Service Delivery




         WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                     Master Service Manager
                           Certificate

The ITIL ® Master Service Manager
examination format is:

 Scenario based on essay style
 Three hour duration
 5 multilevel questions, all equally weighted (all
  questions must be attempted)
 Closed book


         WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                         EXIN
                                  Examination Institute



EXIN, the Examination Institute for Information
Science, is a global, independent IT examination
provider.

It's EXIN's mission to improve the quality of the IT
sector, the IT professionals and the IT users, by
means of independent testing and certification.



          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                             ITIL® pins

It has been a well-known tradition for years that
passing an EXIN exam in IT Service Management
(based on ITIL®) does not only result in a certificate,
but is also accompanied by the presentation of a metal
pin which can be attached to a collar or lapel. This
distinguishing badge with basic gold color is set in the
form of the internationally well-known ITIL®-logo.
There are three colors of ITIL® V2 pins:
  Green, for the Foundation Certificate
  Blue, for the Practitioner's Certificate
  Red, for the Manager's Certificate

           WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                            ITIL® pins




Foundation            Practitioner’s                          Master Service
Certificate           Certificate                             Manager Cert.


          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                   itSMF
                       IT Service Management Forum

itSMF Canada is a forum for Information
Technology professionals to explore methods of
continually improving the delivery of IT services.

The forum allows members to exchange views,
share experiences and participate in the
continuous development of best practices and
standards.



          WatITis | Making the Future | December 2, 2008 | ***WatITILis***
                                     THANK YOU


Presentation prepared by:
Andrzej Gadomski, MSc
Wilfrid Laurier University
agadomski@wlu.ca
519-884-0710 ext. 3511



          WatITis | Making the Future | December 2, 2008 | ***WatITILis***

				
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