13 What is ITIL®?

ITIL 13 What is ITIL®?

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For users of Internet Explorer 7, a solution involves DESELECTING “Allow active content to run files on my computer” in Internet Explorer –>Tools, Options, Advanced, Security settings. Contents Foreword 1 How to access the eLearning Program 4 Introduction 11 Benefits of ITSM………………………………………………………………………………………………………………………. 12 Business and IT Alignment………………………………………………………………………………………………………… 13 What is ITIL®?………………………………………………………………………………………………………………………….. 15 Common Terminology 18 What are Services?…………………………………………………………………………………………………………………… 20 Processes and Functions……………………………………………………………………………………………………………. 23 The Service Lifecycle 31 Mapping the Concepts of ITIL® to the Service Lifecycle…………………………………………………………………… 32 How does the Service Lifecycle work?………………………………………………………………………………………….. 34 Service StrateGY 36 Purpose of Service Strategy…………………………………………………………………………………………………………… 37 Benefits of Service Strategy……………………………………………………………………………………………………….. 38 Principles of Service Strategy……………………………………………………………………………………………………… 39 Service Strategy Processes…………………………………………………………………………………………………………. 48 Service Strategy Review Questions……………………………………………………………………………………………… 79 Service Design 82 — We have ITSM in order to make sure that IT Services are: • What we need (Service Level Management, Capacity Management, etc.) Available when we need them (Availability Management, Incident Management, etc.) Provisioned cost-effectively (Financial Management, Service Level Management) If we do not manage the IT Services appropriately, we cannot rely on these services to be available when we need them.

If too many disruptions occur, we cannot adequately support our business processes effectively and efficiently.

If INTRODUCTION 15 the business processes are not operating as they should, we will ultimately fail to support and achieve our overall organization’s objectives! Also note the relationship between IT Service Management processes and the technical activities below.

Used properly, ITSM processes can optimize the time, effort, and other resources spent performing technical activities, ensuring that all staff actions are working in accordance to agreed business priorities and objectives.

This is just a simple example used to illustrate the relationship between ITSM and the organization.

Any approach used to improve ITSM practices should always be carefully considered to ensure that the plans suit the organization in terms of: • • • • Size (number of staff, customers, IT devices, etc.) Geographical dispersion Culture and ethos Current maturity and capability levels What is ITIL®? ITIL® stands for the Information Technology Infrastructure Library.

ITIL® is the international de facto management framework describing best practices for IT Service Management.

The ITIL® framework evolved from the UK government’s efforts during the 1980s to document how successful organizations approached service management.

By the early 1990s, they had produced a large collection of books documenting the best practices for IT Service Management.

This library was eventually entitled the IT Infrastructure Library®.

The Office of Government Commerce in the UK continues to operate as the trademark owner of ITIL®.

ITIL® has gone through several evolutions and was most recently refreshed and reviewed with the release of the 2011 edition.

Through these evolutions, the scope of practices documented has increased in order to stay current with the continued maturity of the IT industry and meet the needs and requirements of the ITSM professional community.

ITIL® is only one of many sources for ITSM best practices and should be used to complement any other set of practices being used by an organization. 16 ITIL® Foundation certification kit—4th edition Five volumes make up the ITIL® 2011 Edition: • • • • • Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Each volume provides the guidance necessary for an integrated approach and addresses the direct impact of capabilities on a service provider’s performance.

The structure of the ITIL® framework is that of the service lifecycle.

It ensures organizations are able to leverage capabilities in one area for learning and improvements in others.

The framework is used to provide structure, stability, and strength to service management capabilities with durable principles, methods, and tools.

This enables service providers to protect investments and provide the necessary basis for measurement, learning, and improvement.

In addition to the core publications, there is also ITIL® Complementary Guidance.

This consists of a complementary set of publications with guidance specific to industry sectors, organization types, operating models, and technology architectures.

At present, this complementary guidance is available by subscription from http://www.bestpracticelive.com.

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