Overview of ITIL

8/8/2019 Overview of ITIL

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Overview of Overview of

ITILITIL

IInformationnformation TTechnologyechnology

IInfrastructurenfrastructure LLibraryibrary



What is ITIL?What is ITIL?

The IT Infrastructure LibraryThe IT Infrastructure Library

A set of books A set of books

A best practice framework for managing A best practice framework for managingIT servicesIT services

An industry of products, services,and An industry of products, services,and

organizationsorganizations The only comprehensive, publiclyThe only comprehensive, publicly

available guidance on IT service provisionavailable guidance on IT service provision



ITIL DefinedITIL Defined

Contains codes of practice for quality

management of IT services and

infrastructure Defines quality as ³matched to

business needs and user requirements

as these evolve´

Has its own definitions for key terms



ITIL Origin and HistoryITIL Origin and History

Developed by the United Kingdom¶sOffice of Government Commerce (OGC)in the 1980¶s*

Intended to improve management of ITservices in the UK Central Government

Contributed to by expert IT

practitioners around the world *Known then as the Central Computer and

Telecommunications Agency (CCTA)



OGC¶s objectives for ITILOGC¶s objectives for ITIL

Create a set of comprehensive,consistent and coherent codes of BestPractice for quality IT service

management, promoting businesseffectiveness in the use of IT

Encourage the private sector to

develop services and products(training, consultancy and tools) thatsupport ITIL



Who is using ITIL?Who is using ITIL?

10,000+ Companies Worldwide

European and Canadian IT practitioners

Microsoft, Hewlett-Packard, IBM IT support package vendors

Companies seeking ISO-9002

certification



ITIL based TOOLSITIL based TOOLS

HP OpenView Service Desk ³«designed using the bestpractices of the IT Infrastructure Library (ITIL).´

Remedy ³«the first service desk ever certified as ITIL-compatible«´

CA ³«has designed ITIL-specific process flows andadaptations to help ensure that organizations can quicklyimplement global best practices«´

Perigrine ServiceCenter ³«based on years of

experience working with world-class IT practitioners andglobal standards for best practices, including ITIL.´



The ITIL Caretaker The ITIL Caretaker

The OGC still own ITIL

EXIN: The National Exam

Institute for Informatics (Netherlands)Contracted in 1995 by the CCTA to

maintain and develop ITIL



The IT InfrastructureThe IT Infrastructure

Documentation

GuidesTraining Products

People

Procedures

Skill Sets

LAN Equipment

Servers

Main Frames

Work Stations

Air ConditioningPlant

WAN

Software Tools

Databases

Network Operating

Systems

Operating Systems

Applications



Service???Service???

An An IT ServiceIT Service is a set of related Functionsis a set of related Functions

provided by IT systems in support of theprovided by IT systems in support of the

business and perceived by the customer/ user business and perceived by the customer/ user

as a coherent and self as a coherent and self-- contained entitycontained entity

Key Phrase: µKey Phrase: µendend -- toto ± ± endend¶ service¶ service

Service ( yes)

EmailPayrollOrder Processing System

Service (no)

Wide area NetworkUnix ServerOracle Database



Certification

ITIL V3 qualifications are available atfour levels with each certificate carrying anumber of credits towards the advanced

level qualifications. A minimum of twenty-two credits are

required to achieve the ITIL Expert level

qualification and credits are also awardedfor qualifications held from previousversions of ITIL



Certification



ITIL V3 Foundation

ITIL V3 Foundation The target audience for the ITIL Foundation

Certificate in IT Service Management is drawnfrom:

Individuals who require a basic understanding of the ITIL framework and how it may be used toenhance the quality of IT service managementwithin an organization.

IT professionals who are working within an

organization that has adopted and adapted ITILwho need to be informed about and thereafter contribute to an ongoing service improvementprogramme.



ITIL V3 Foundation Exam

ITIL V3 Foundation Exam The ITIL V3 Foundation exam is a one hour

exam with 40 multiple-choice questions of which 26 questions must be answered

correctly in order to pass.

Candidates sitting the examination in a

language other than their native languagehave a maximum of 75 minutes and are

allowed the use of a dictionary).



ITIL V3 Intermediate

ITIL V3 Intermediate

The target audience for the ITIL Intermediate Certificate in IT ServiceManagement is drawn from:

Individuals who require a deeper understanding of the ITIL ServiceManagement Practice elements of the ITIL Service Lifecycle and how theymay be implemented to enhance the quality of IT service managementwithin an organization.

IT professionals working in roles associated with strategic planning,execution and control within a service-based business model, seeking adeeper understanding of the functions and processes of the ITIL ServiceLifecycle.

Individuals seeking the ITIL Expert level certification in ITIL ServiceManagement for which these are prerequisite modules.

Individuals seeking progress towards the ITIL Advanced ServiceManagement Professional standing in IT Service Management for which theITIL Expert certification is a prerequisite.

Individuals who wish to specialize in any of the Service Lifecycle andCapability Areas.



Two ITIL V3 Intermediate tracks are available:

Firstly the ITIL V3 Intermediate Lifecycle

track which comprises a 3 day module and

Certificate for each of the five core books.

Secondly, the ITIL V3 Intermediate Capability

track which comprises of four role specific 4

day modules and certificates as follows.



ITIL V3 Service Lifecycle Stream Courses

This route broadly matches the Version 2

Managers Training. Includes 5 individual

certificates built around the five core OGC titles,as follows:

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement



ITIL V3 Intermediate Capability track which comprisesof four role specific 4 day modules and certificates asfollows. This route broadly reflects the Version 2Practitioners qualifications. Operational Support and Analysis (OS&A). Subjects covered

inc. Event, Incident, Request, Problem, Access, Service Desk,Technical, IT Ops and Application Management

Service Offerings and Agreements (SO&A). Subjects coveredinc. Portfolio, Service Level, Service Catalogue, Demand,Supplier and Financial Management

Release, Control and Validation (RC&V). Subjects covered

inc. Change, Release & Deployment, Validation & Testing,Service Asset & Configuration, Knowledge, RequestManagement and Service Evaluation

Planning, Protection and Optimization (PP&O). Subjectscovered inc. Capacity, Availability, Continuity, Security, Demandand Risk Management.



ITIL Expert

ITIL Expert

This certification is achieved by accumulating creditsthrough the first two levels of the Scheme.

There is no examination required for this level; however

individuals must achieve credits through a selection of balanced subject areas which represent and areexamined across the full spectrum of the ITIL ServiceManagement Practice areas.

To achieve the certification, individuals must obtain aminimum of twenty two (22) credits, two of which mustbe from the Foundation module which is a mandatoryfirst step, and five of which must be from the 'ManagingAcross the Lifecycle' module which is a mandatoryfinal step.



ITIL Expert Cont«

Individuals can choose modules from theCapability (4 credits per module) or Lifecycle (3credits per module) Streams to gain the other 15

credits, but are expected to choose a balancedprogramme overall.

Individuals who hold a V1 or V2 ManagersCertificate (17 credits) and attend the mandatoryV3 Managers Bridge course and pass theexamination (5 credits) will also obtain the ITIL®Expert certification.



ITIL Master

ITIL Master

The Advanced Level of study leads to anITSM professional Certification.

Individuals for the Advanced Level arerequired to have achieved the ITIL ServiceManagement Expert certification and be

able to demonstrate practical applicationexperience through a peer evaluationscheme.



ITIL Master Cont«

Individuals will be assessed on the broader issues of ITSM Implementations, including, but not limited to:

Managing cultural and organizational change

Responding to industry change

Continual improvement of ITSM capability

Preparing organization for audit and certification

Preparing to become and ITSM consultant and/or an ITIL trainer

Individuals wishing to achieve Advanced Level standing arerequired to have a minimum of eight years of ITSM experienceand to have achieved the ITIL Expert certification.



Credits for ITIL V2?

Credits for ITIL V2 Certifications

Individuals with existing ITIL V2 qualificationscan use those qualifications as credits towardsthe Expert or may find that the credits or qualifications they hold will make them eligiblefor the current V3 Bridging routes.

ITIL V3 Bridging Courses

Candidates who hold earlier ITIL qualifications

can update their knowledge and certification viaa series of "bridging" courses. These courseswill also earn a candidate credits towards theExpert Level.



Where do I get further details?

http://www.itil-officialsite.com



Them and USThem and US

IT Infrastructure IT Staff IT Service User/Customer Business

Overview of ITIL

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