ITIL Introduction

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ITIL Introduction

ITIL = IT Infrastructure Library History

Emerged in 1980s upon British Government initiative

ITIL v2 in 2001 ITIL v3 in 2007 Microsoft has used ITIL as the basis to develop

their proprietary Microsoft Operations Framework (MOF)

ITIL is made up of collection of ‘best practices’

ITIL Goals

Align IT services with current and future needs of businesses and customers

Improve quality, availability & reliability of IT services delivered

Reduce the long-term cost of service provisioning

Support introduction of quality management systems based on ISO 9000 series or ISO/IEC 20000

Why ITIL is important

Gartner

“Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.”

“Interest in ITIL is especially evident in governmental institutions and in certain geographies, particularly Holland, the UK, USA

and Canada.”

IT Process Maturity Model

Quality Assurance with ITIL

ITIL Version 2

ITIL Version 3

Key Processes Service Strategies Service Design Service Transition Service Operation Continual Service

Improvement

How does ITIL V3 relate to ITIL V2

What is New in ITIL V3

Develop IT CRM

Conclusion

Companies of all sizes and across all industries are embracing IT Infrastructure Library (ITIL) in record numbers.

ITIL is high-level best practice and focuses on ‘what’ should be done, but doesn’t describe at a detailed level ‘how’ to do it.

IT service management will be a prerequisite for demonstrating business value. Success requires commitment and perseverance. Start now!

Success in IT service management is based on repeatable processes. Use ITIL as the basis for IT operational processes — and then focus on continually improving them

Buy a ITIL enabling tool, you need as you need it