knowledge of the ITIL terminology structure and basic concepts and to comprehend the core principles of ITIL practices To appreciate how a framework process and procedures are essential in providing a stable quality service ID: 673630
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Slide1Slide2
Training Objectives
Obtain
knowledge of the ITIL terminology, structure and basic concepts and to comprehend the core principles of ITIL
practices
To
appreciate how a framework, process and procedures are essential in providing a stable quality service.
Discuss next steps in ITIL trainingSlide3
ITIL
Who has heard of ITIL?Slide4Slide5Slide6
What does ITIL do?
Provides a best practice framework for identifying, planning, delivering, improving, and supporting IT services (i.e., IT Service Management). Enables IT organizations to deliver services that satisfy the business’ needs and are aligned with the business’ goals.
ITIL framework describes the “what” of a service, not the “how”Slide7Slide8Slide9Slide10Slide11Slide12Slide13Slide14Slide15Slide16Slide17Slide18Slide19
IT Service
IT
organizations have traditionally focused on managing
the infrastructure
services and technology silos. ITIL suggests
a more
holistic approach to managing services from end to end.Slide20
IT Service Lifecycle
ITIL
is organized around a service lifecycle which includes
service strategy
, service design, service transition, service operation
and continual
service improvement.Slide21
Service Strategy
S
ervice
strategy
– understanding
who the
IT customers are, the service offerings that are required
to meet
the customers’ needs, the IT capabilities and
resources that
are required to develop these offerings, and the
requirements for
executing them successfully.Slide22
Service Design
Service design
ensures that new and changed services
are designed
effectively to meet customer
expectationsSlide23
Service Transition
T
he
s
ervice
transition
phase of the lifecycle
the design
is built, tested and moved into production to enable
the business
customer to achieve the desired value.Slide24
Service Operation
Service Operation
then delivers
the service
on an
ongoing basis, overseeing the daily overall health of the service.Slide25
Continual Service Improvement
Continual service Improvement
(CSI
) -
CSI
offers a mechanism for the
IT organization
to measure and improve the service levels,
the technology
and the efficiency and effectiveness of
processes used
in the overall management of services.Slide26
Benefits of ITIL
Service Strategy
Design, development, and implementation
Service Design Design and development Service
Transition
Development
and design
Service
Operation
Delivery
and support
Service
Improvement
Create
and maintain value Slide27
Benefits of ITIL
Alignment with business needsNegotiated
achievable service levelsPredictable customer service with consistent processes
Efficiency in service deliveryMeasurable, improvable services and processesA common language for termsSlide28
Support and
Delivery Process
Service Support Functions:
•
Service Desk
•
Incident Management
•
Problem Management
•
Change Management
•
Configuration Management
•
Release
Management
Service Delivery Functions:
•
Availability Management
•
IT Services Continuity Management
•
Capacity Management
•
Financial Management
•
Service Level ManagementSlide29
Available Resources
Lynda – ITIL Foundations with Mark Thomas
7 hour free course
Axelos.com
(Exam provider, white papers, training resources)
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