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    DR8.21 ITIL Presentation Service Training

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    Kshitiz Saxena
    This document provides an overview of ITIL (Information Technology Infrastructure Library) including its objectives, components, and benefits. ITIL is a framework for managing IT services that is organized around a service lifecycle including strategy, design, transition, operation, and continual improvement. It enables alignment of IT with business needs and management of services from a customer perspective. Key processes covered include service desk, incident management, problem management, and change management. Benefits of adopting ITIL include efficiency, predictability, measurability, and alignment with business goals. Resources for further learning about ITIL are provided.

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    DR8.21 ITIL Presentation Service Training

    Uploaded by

    Kshitiz Saxena
    186 views41 pages
    This document provides an overview of ITIL (Information Technology Infrastructure Library) including its objectives, components, and benefits. ITIL is a framework for managing IT services that is organized around a service lifecycle including strategy, design, transition, operation, and continual improvement. It enables alignment of IT with business needs and management of services from a customer perspective. Key processes covered include service desk, incident management, problem management, and change management. Benefits of adopting ITIL include efficiency, predictability, measurability, and alignment with business goals. Resources for further learning about ITIL are provided.

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    This document provides an overview of ITIL (Information Technology Infrastructure Library) including its objectives, components, and benefits. ITIL is a framework for managing IT services that is organized around a service lifecycle including strategy, design, transition, operation, and continual improvement. It enables alignment of IT with business needs and management of services from a customer perspective. Key processes covered include service desk, incident management, problem management, and change management. Benefits of adopting ITIL include efficiency, predictability, measurability, and alignment with business goals. Resources for further learning about ITIL are provided.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    186 views41 pages

    DR8.21 ITIL Presentation Service Training

    Uploaded by

    Kshitiz Saxena
    This document provides an overview of ITIL (Information Technology Infrastructure Library) including its objectives, components, and benefits. ITIL is a framework for managing IT services that is organized around a service lifecycle including strategy, design, transition, operation, and continual improvement. It enables alignment of IT with business needs and management of services from a customer perspective. Key processes covered include service desk, incident management, problem management, and change management. Benefits of adopting ITIL include efficiency, predictability, measurability, and alignment with business goals. Resources for further learning about ITIL are provided.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 41
    At a glance
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    Some of the key takeaways from the document are that ITIL provides a framework for IT service management best practices to help align IT services with business needs. ITIL is organized around a service lifecycle with components like service strategy, design, transition, operation and continual service improvement.

    ITIL stands for Information Technology Infrastructure Library. It is a set of detailed practices for IT service management that aims to align IT services with the needs of business. ITIL provides a best practice framework to help organizations effectively manage their IT infrastructure, development and operations.

    The main components of the ITIL service lifecycle include service strategy, service design, service transition, service operation, and continual service improvement. Service strategy involves understanding customer needs. Service design ensures new services meet expectations. Service transition builds and moves new services to production. Service operation delivers services on an ongoing basis. Continual service improvement measures and improves services.

    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 training


    ITIL

    Who has heard of ITIL?


    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”
    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.
    IT Service Lifecycle

    ITIL is organized around a service lifecycle which


    includes service strategy, service design, service
    transition, service operation and continual
    service improvement.
    Service Strategy

    Service 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.
    Service Design

    Service design ensures that new and changed


    services are designed effectively to meet
    customer expectations
    Service Transition

    The service transition phase of the lifecycle the


    design is built, tested and moved into
    production to enable the business customer to
    achieve the desired value.
    Service Operation

    Service Operation then delivers the service on


    an ongoing basis, overseeing the daily overall
    health of the service.
    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.
    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
    Benefits of ITIL

    • Alignment with business needs


    • Negotiated achievable service levels
    • Predictable customer service with
    consistent processes
    • Efficiency in service delivery
    • Measurable, improvable services and
    processes
    • A common language for terms
    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 Management
    Available Resources
    Lynda – ITIL Foundations with Mark Thomas
    7 hour free course

    Axelos.com (Exam provider, white papers, training


    resources)

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