Group Members :
Karntiban Veriyah
Ang Jie Leng
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What is ITIL ?
ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management.
ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.
ITIL Overview & Benefit
- ITIL provides a systematic and professional approach to the management of IT service provision
- Reduced costs
- Improved IT services through the use of proven best practice processes
- Improved customer satisfaction through a more professional approach to service delivery
- Standards and guidance
- Improved productivity
- Improved use of skills and experience
- Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.
ITIL Version 2
- Service Support ~Ensure that they have access to the appropriate service to support business functions
- Service Delivery ~provide adequate support to business users
Discipline consists of:
Service Level Management
Capacity Management
IT Service Continuity Management
Availability Management
Financial Management
- ICT Infrastructure Management
Best practice for requirements analysis, planning, design, deployment and ongoing operations management and technical support of an ICT Infrastructure. - Security Management
Structured fitting of information security in the management organization also known as ISO/IEC 17799
Basic concept is known as the information security primary goal: guarantee safetyof the information - The business perspective
understanding and improving IT service provision - Application Management
Best practices proposed to improve the overall quality of IT software development and support through the life-cycle of software development projects gathering and defining requirements that meet business objectives. - Software Asset Management
Allow software licenses and usage to be systematically tracked, evaluated and managed.
reduce IT expenditures, human resource overhead and risks inherent in owning and managing software assets. - Planning to Implement Service Management
An auxiliary work that covers many of the same best practice guidelines
provides additional guidance on the combination of roles and responsibilities
avoiding conflict between ITIL priorities.
Details of the five core ITIL v.3 volumes
- Service Strategy:
•Provides guidance on clarification
•Prioritization of service provider investments in services.
•Helping IT organizations improve and develop over the long term. - Service Design :
•Encompass all elements relevant to technology service delivery
•Design a system to support the strategy of choice - Service Transition :
•Delivery of services required by the business into live or operational use
•Managing changes to the "BAU" environment - Service Operation :
•Delivery of agreed levels of services both to end-users and customers
•Monitoring of problems and balance between service reliability and cost are considered - Continual Service Improvement :
•Aligning and realigning IT services to changing business needs
•Identifying and implementing improvements to the IT services
•Improve process effectiveness
•To manage well, it must be clearly defined on what should be controlled and measured
Main Purpose of Version3
- Evolve service management to give a better fit for customer needs and desired customer outcomes
- Address current practice gaps, especially more complex supplier relationships, improved consistency and how-to guidance
- Extend the solid ITIL v2 processes into a service lifecycle
- Stronger and more visible connection to converging industry frameworks for governance, standards and management
Benefits of Version3
- Improved use of IT investment, with a portfolio view of services and a return on assets
- Integration of business and IT, value drivers and processes
- Performance and measures that are business value based
- IT service assets linked to business services
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