Introduction to The IT Infrastructure Library (ITIL) Fox IT, LLC. All rights reserved.
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1 Introduction to The IT Infrastructure Library (ITIL)
2 What is ITIL?! The IT Infrastructure Library! A set of books! A best practice framework for managing IT services! An industry of products, services, and organizations! The only comprehensive, publicly available guidance on IT service provision
3 ITIL Defined! Contains codes of practice for quality management of IT services and infrastructure! Defines quality as matched to business needs and user requirements as these evolve! Has its own definitions for key terms
4 ITIL Origin and History! Developed by the United Kingdom s Office of Government Commerce (OCG) in the 1980 s*! Intended to improve management of IT services in the UK Central Government! Contributed to by expert IT practitioners around the world *Known then as the Central Computer and Telecommunications Agency (CCTA)
5 OCG s Objectives for ITIL! Create a set of comprehensive, consistent and coherent codes of Best Practice for quality IT service management, promoting business effectiveness in the use of IT! Encourage the private sector to develop services and products (training, consultancy and tools) that support ITIL
6 ITIL Svc. Delivery & Svc. Support: 10 Processes + 1 Function Problem Mgt Service Desk Function Change Mgt Availability Mgt Financial Mgt for IT Services Release Mgt Service Support (User-Facing) Incident Mgt Config Mgt IT Service Continuity Mgt Service Lvl Mgt Capacity Mgt Service Delivery (Customer-Facing)
7 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 It s still early in the game in the U.S
8 ITIL-Based Tools HP OpenView Service Desk designed using the best practices of the IT Infrastructure Library (ITIL). Remedy the first service desk ever certified as ITIL-compatible CA has designed ITIL-specific process flows and adaptations to help ensure that organizations can quickly implement global best practices Perigrine ServiceCenter based on years of experience working with world-class IT practitioners and global standards for best practices, including ITIL.
9 ITIL-Based Frameworks Microsoft Operations Framework (MOF) combines [ITIL s] collaborative industry standards with specific guidelines for using Microsoft products and technologies. HP IT Service Management Reference Model built on Hewlett-Packard's experience in service management and processes, ITIL and industry best practices.
10 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
11 The ITIL Users Group! The IT Service Management Forum! The independent forum for ITIL users, formed in 1991 itsmf! Promotes exchange of information and experience to help IT Service Providers manage IT service delivery! International Chapters: " Australia " Austria " Belgium " Canada " Denmark " France " Japan " The Netherlands " Norway " South Africa " Sweden " Switzerland " United Kingdom " United States of America
12 The Latest ITIL Revision! First and most recent revision released in 2001! Revised in order to: " Eliminate duplication " Improve consistency " Enhance navigation " Sharpen focus, especially on infrastructure management business issues " Reflect changes since 1989 " Ensure synergy with the new OGC IS guides
13 ITIL V1 Service Support and Service Delivery processes Problem Mgt Change Mgt Availability Mgt Capacity Mgt Help Desk Service Lvl Mgt SD&C Config Mgt Contingency Plng Cost Mgt Service Support (End-User-Facing) Service Delivery (Customer-Facing)
14 versus V2 Service Delivery and Service Support processes New function Almost made it Renamed from Cost Mgt Renamed from SD&C Problem Mgt Service Desk Change Mgt Availability Mgt Customer Financial Mgt Relationship Mgtfor IT Services Release Mgt Service Support (End-User-Facing) Incident Mgt Config Mgt IT Service Continuity Mgt Service Lvl Mgt Capacity Mgt Service Delivery (Customer-Facing) Renamed from Help Desk Renamed from Contingency Planning
15 ITIL Service Support and Service Delivery changes in V2! Ten core books consolidated into two: 1) Service Support 2) Service Delivery! Content restructured, updated! Four processes renamed! Service Desk function added
16 Levels of ITIL certification Certificate Foundation Practitioner Service Manager Description Basic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function Deep understanding of one ITIL process; Foundation certificate is a prerequisite Deeper understanding of all ten ITIL processes and the Service Desk Function; Foundation certificate is a prerequisite Training and Examination 2-3 day training, 1 hour multiple choice exam 2-3 day training, 2 hour essay style exam 2 week training, 2x3- hour essay style exams
17 ITIL certification providers The National Exam Institute for Informatics (Netherlands) The Information Systems Examination Board (UK), part of the British Computer Society
18 The ITIL Foundation Exam! Hardcopy! Multiple choice (one correct answer per question)! 1 hour to complete! 40 questions! 26 out of 40 (65%) required to pass! Not a black and white exam! Similar to sample exams! Results via in 3-4 days, hardcopy certificate arriving shortly thereafter
19 The ITIL Foundation Exam (cont.)! Available at Prometric Testing Centers " North America only " USD$156 fee " Instant results " or ! Available during Fox IT s ITIL Service Management Essentials " Administered during class " Results within one week
20 Major ITIL Titles ITIL Service Support Book (ISBN ) $110 USD CD (ISBN ) $225 USD Buy at ITIL Service Delivery Book (ISBN ) $110 CD (ISBN ) $225 Buy at Planning to Implement Service Management Book (ISBN ) $110 CD (ISBN ) $225 Buy at itsmf ITIL Pocket Guide Book (ISBN ) $15 USD Buy at
21 Service Support & Service Delivery Two publications within in a series! Service Support and Service Delivery! Planning to Implement Service Management " Explains ITIL benefits and how to achieve them! ICT Infrastructure Management " Covers Network Service, Operations, Systems, and Local Processor Management, and Computer Installation and Acceptance! Applications Management " Covers the Software Development Lifecycle! The Business Perspective " Covers Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Business Transformation
22 Where to go for more information about ITIL The Official ITIL Site itsmf International EXIN ISEB ITIL Tooling Page Fox IT us.foxit.net
23 Fox IT, LLC 9335 Stenton Avenue Suite 100 Erdenheim, PA (215) us.foxit.net
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