ITIL V3 Overview

AGENDA
ITIL & History
ITIL Implementation Approach
Service Lifecycle
Processes

ITIL
Information
Technology
Infrastructure
Library
A set of documents that describe industry best practices for
IT Service Management

ITIL is a best practices framework

Systematic approach to high quality IT service delivery

ITIL History
ITIL started in 80s.
40 publications!

v2 came along in 2002

Still Large and complex
8 Books

v3 in 2007
Much simplified and rationalised to 5 books
Much clearer guidance on how to provide
service
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Core ITIL v3 Library

ITIL Implementation Approach

How
Howdo
dowe
wekeep
keepthe
the
momentum
going?
momentum going?

What
Whatisisthe
thevision?
vision?

High-Level
High-LevelObjectives
Objectives

Where
Whereare
arewe
wenow?
now?

Assessments
Assessments

Where
Wheredo
dowe
wewant
wantto
tobe?
be?

Measurable
MeasurableTargets
Targets

How
Howdo
dowe
weget
getto
towhere
where
we
want
to
be?
we want to be?

Process
ProcessImprovements
Improvements

Have
Haveour
ourmilestones
milestonesbeen
been
achieved?
achieved?

Measurements
Measurementsand
and
Metrics
Metrics

Service Lifecycle

ITIL Service Lifecycle

Requirements --- Service Level Package (SS)-Service Design Package (SD)-Service Implementation, Testing and
Validation (ST)--Service in to Live environment (SO)- Improvement (CSI)

Service Strategy
Service Strategy is about the selection of services
a Service Provider will offer to customers.

Service Design
The Service Design lifecycle phase is
about the design of services and all
supporting elements for introduction into
the live environment

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Service transition
Service Transition is concerned with
management of change and, more
specifically, with the introduction of new
and changed services.

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Service Operation
The Service Operation phase of the Service
Lifecycle is concerned with ensuring that services
operate within agreed parameters. When service
interruptions do occur, Service Operation is
charged with restoring service as quickly as
possible and with minimizing the impact to the
business

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Continual Service
Improvement
Continual Service Improvement is
about the alignment and re-alignment
of services, processes, functions, etc.
with changing business needs.

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7 Steps to Improvement

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ITIL Processes by Lifecycle Phase

Lifecycle Phase
Service Strategy

Processes

Service Strategy
Service Portfolio Management
Demand Management
Financial Management

Service Design

Service Catalog Management

Service Level Management
Availability Management
Capacity Management
Service Continuity Management
IT Security Management
Supplier Management

Change Management
Service Asset and Configuration Management
Release and Deployment Management
Transition Planning and Support *
Service Validation and Testing *
Evaluation *
Knowledge Management *

Incident Management
Problem Management
Event Management
Service Request Fulfillment
Access Management

Service Transition

Service Operation

Continual Service Improvement

The Seven Step Improvement Process

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Questions?

16

Thank You

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