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					ITIL
Information Technology Infrastructure Library

www.it.utah.edu

Definition
“ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.”

Objectives
• Align IT services with current and future needs of the business and its Customers. • Improve the quality of the IT services delivered. • Reduce the long-term cost of service provision. • Comply with federal regulations, i.e., HIPAA, Sarbanes Oxley (sox)

Continuous Improvement Model

P D A C
Plan Do Check Act

Progressive Improvement
Where do we want to be? Vision and business objectives

Where are we now?

Assessments

How do we get where we want to be?

Process improvement or re-engineering

How do we know we have arrived?

Metrics and measurements

ITIL Service Management
Service Support
Service Desk * Incident Management Problem Management Configuration Management

Service Delivery
Service Level Management Financial Management Capacity Management Service Continuity Mgmt

Change Management
Release Management

Availability Management
* Service Desk is a
function, not a process

Process Prioritization
Because ITIL is a comprehensive set of best practices, adoption must be prioritized to prevent a shift of focus from clients to ITIL.

Progressive Improvement
Where do we want to be? Vision and business objectives

Where are we now?

Assessments

How do we get where we want to be?

Process improvement or re-engineering

How do we know we have arrived?

Metrics and measurements

ITIL Service Management
Service Support
Service Desk * Incident Management Problem Management Configuration Management

Service Delivery
Service Level Management Financial Management Capacity Management Service Continuity Mgmt

Change Management
Release Management

Availability Management
* Service Desk is a
function, not a process


				
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posted:8/10/2009
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