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)