Post on 06-Dec-2014
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INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009
Introduction to ITIL
What do we (as IT professionals) do?
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Do we manage cables, servers, and technicians?
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Do we manage projects and produce deliverables?
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Do we offer services?
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“IT Service Management,” or ITSM, is the study of IT in terms of the
services it provides.
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The “IT Infrastructure Library,” or ITIL, is a set of five books that offer
ITSM guidance.
5. Continual Service
Improvement
One of ITIL’s core concepts is the “Service Lifecycle.”
5. Continual Service
Improvement
ITIL’s Service Lifecycle
5. Continual Service
Improvement
ITIL’s Service Lifecycle
Service Strategy
• Service Strategy Activities• Service Portfolio Management• Financial Management• Demand Management
5. Continual Service
Improvement
ITIL’s Service Lifecycle
Service Design
• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• Information Security Management• IT Service Continuity Management• Supplier Management
5. Continual Service
Improvement
ITIL’s Service Lifecycle
Service Transition
• Change Management• Release and Deployment Management• Service Asset and Configuration Management• Knowledge Management• Service Validation
5. Continual Service
Improvement
ITIL’s Service Lifecycle
Service Operation
• Access Management• Event Management• Incident Management• Problem Management• Request Fulfillment
5. Continual Service
Improvement
ITIL’s Service Lifecycle
The Six-Step Improvement Model
5. Continual Service
Improvement
ITIL’s Service Lifecycle
What have we done at WFU?
We created a change management procedure.
Change Management procedure
A03
Create RFC from Help Desk ticket
Remedy Help Desk ticket
Incident owner
A01
Create RFC from Service Request
Service Request
Change manager
A02
Create Internal RFC
IS requester
A04
Filter and Classify RFC
RFC
Change manager
Start
Start
Start
A05
CRM Analysis Procedure
A06
Governing Document Procedure
A07
Service Modification Procedure
A08
Regular Change Procedure
End
End
End
Project Needed
A09
Emergency change procedure
End
A13
Pre-approved Change
Procedure
Start End
A14
Project procedureEnd
RFC evaluated; project not needed
Start
Receive Classify Analyze
B01
Approve the change
ISMB
B02
Approve the change
CAB
B03
Approve the change
Local authority
B04
Build the change
Change builder
B05
Test the change
Change tester
B06
Authorize the change
Change tester
RFC
Built change
B07
Schedule the change
RFC
IS Operations Center Manager
B08
Communicate the change
RFC
IS Operations Center Manager
B09
Implement the change
RFC,Built change
Change implementer
B10
Verify the change
RFC
Change tester
B11
Post-implementation review of the
change
CAB
B12
Close the change
RFC
Change manager
End
Classified change
Classified change
Classified change
Approve
Build
Test
Schedule
Implement
Review
Close
We created a technical service catalog.
CAMPUS WIDE APPLICATIONS
BANNER SERVICES
ADMINISTRATION
DEPARTMENTAL APPLICATIONS
MONITORING
SECURITY AND ACCESS
OTHER
PHYSICAL INFRASTRUCTURE
DATA STORAGE AND RECOVERY
WIN SERVICES
CONNECTIVITY
ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION
TELECOMMUNICATIONS
Unified Messaging
Voice Over Internet Protocol (VoIP)
Voicemail
Basic Telephone Service
Automatic Call Distributor (ACD)
Long Distance Service
Telephone Menus
DEDICATED TECHNICAL SUPPORT
Where can you go to learn more?
• ITIL Foundations Training• itSMF Central Carolina Local Interest Group• University ITSM Web Site
http://itsm.is.wfu.edu
Other questions?