"There is no substitute for hard work. "
– Thomas Edison
ICT554
TOPIC 1.9 ITIL
(IT Infrastructure Library)
Table of contents
Online tutorials on ITIL
ITIL - What is it? (Introduction & Best Practices) What is ITIL?What is ITIL® v4?
ITIL Foundation - What is ITIL?
WHAT IS ITIL - Learn and Gain ITIL v3 Overview
What is ITIL?
ITIL - the IT Infrastructure Library is the most widely used approach to managing IT services.
The guidance provided in ITIL helps organizations to deliver their services in a customer-focused, quality-driven and economical way.
It is a collection of best practices for delivering IT services; it standardizes the planning, selection, delivery, and support of IT services to optimize efficiency and maintain predictable service levels.
What is ITIL?
ITIL v3 is the best and most widely used or
recommended framework for ITSM but to align with latest trends or practices like DevOps, Lean and mainly Agile, ITIL creators develop a new framework called ITIL4 which will satisfy the customer or IT organizations requirements.
IT Infrastructure Library (ITIL)
⇨ Develop in the late 1980s by Office of Government Commerce (OGC)
⇨ It is the most widely accepted approach to ITSM worldwide.
⇨ It was originally designed to serve as a set of standards to be followed by service providers to deliver IT services to the British government.
IT Infrastructure Library (ITIL) cont.
⇨ ITIL consists of set of concepts, policies and practices for managing IT infrastructure, development and
operations.
⇨ ITIL provides:
○ Systematic approach to manage IT service (from design, implementation operation and continual improvement)
○ Comprehensive description of IT practices with detailed catalogue, procedures and tasks that IT organization can adapt for its need.
⇨ ITIL has grown up to four versions by now.
ITIL vs. ITSM: What's the difference?
ITIL is often confused with Information Technology Service Management (ITSM).
ITSM is how IT teams manage the end-to-end delivery of IT services to customers.
If your IT team provides support to a group of
internal or external customers, you’re using ITSM.
ITSM is service-centric; its core concept is the belief that IT should be delivered as a service.
ITIL vs. ITSM: What's the difference?
Within ITSM rests the ITIL process framework,
which provides the details for how to
deliver ITSM.
ITIL vs. ITSM: What's the difference?
So, while ITSM is a kind of methodology for
delivering IT to the business, ITIL is a commonly- used set of practices that outlines how to
implement ITSM in a business.
For those of you familiar with Agile methodologies, the difference between ITSM and ITIL is akin to the one between Agile and Scrum. While ITSM (or
Agile) is a methodology, ITIL (or Scrum) is a framework for implementing that methodology.
ITSM Components
Prepared by: Mudiana Mokhsin @Misron
A breakdown of the ITSM Process
ITSM Goodness – 7- Steps
1. Engage and Listen to Customers – you need customer engagement (listening to them) – to give your services a clear
mandate
2. Build a structure of Services based on
Business Outcomes – in simple terms the
“how to” for defining your services and service catalog – before you tackle
incident management
3. Invest in the Service Desk – There’s lots of great advice and knowledge on service desk management, the key is to sell the benefits to management so that they invest in
service desk
4. Get Problem Management working – the
game changer that few organizations really understand or do well – Is it more of a
responsibility than a process?
ITSM Goodness – 7-
Steps
5. Report on Useful Stuff – Getting
reporting and metrics right is a huge issue for IT organizations and people – steps 1 and 2 help here but what other areas should we look at to stop just
reporting on what we do in IT rather than how we deliver value?
ITSM Goodness – 7-
Steps
6. Get all of IT working together – service is a supply chain, and we need the whole team working as one – we might call this
“culture or organizational change” or governance, but we need to make it
happen in a way such that people follow new processes
ITSM Goodness – 7-
Steps
7. Change and sell the pitch – we may be successful but not great at
communicating it – we need to use
marketing and communications skills to ensure that expectations are set and
met continually
ITSM Goodness – 7-
Steps
ITIL version 1
⇨ It is the initial version of IT infrastructure library which has expanded over 30
volumes.
ITIL version 2
⇨ ITIL version 2 consolidates the volumes of ITIL version 1 into logical sets by grouping the related process guidelines of IT
management, application and services.
Eight Book Volumes of ITIL version 2
⇨ 1. The IT service management set :
• Service delivery
• Service support
⇨ 2. Operational guidance set :
• ICT infrastructure management
• Security management
• The business perspective
• Application management
• Software asset management
⇨ 3. Implementation guidelines set:
• Planning to implement service management
⇨ 4. Supplementary set :
• ITIL small-scale implementation (it has been published later, not part of original eight
publications )
ITIL version 3
⇨ It updates the ITIL version 2 by expanding the scope of ITIL in the domain of service management. ITIL version 3 comprises of five key volumes/book/publications :
1. Service strategy 2. Service design
3. Service transition 4. Service operation
5. Continual service improvement
ITIL V3 Framework/Model
⇨ ITIL V3 is a
framework of
best practices
for delivering IT
Infrastructure
services.
1. Service strategy
⇨ Every IT service implementation begins at the service strategy stage. Before your IT team can deliver services to your customers, you must create a plan and strategize how to reach your objectives. The service strategy stage outlines how to do this.
⇨ The key topic include business case
development, service assets, service value
definition, market analysis and service provider
types.
2. Service design
⇨ The ITIL service design processes address the
components required to create the actual IT service, whether that’s an entirely new service or changes in an existing one.
⇨ Service design turns a new requirement from service strategy into a design to realize business objectives.
⇨ The implementation of an IT service consists of the following
• service level management
capacity management
availability management
IT service continuity management
supplier management
information security management
service catalogue management.
3. Service transition
⇨ You’ve defined your strategy and designed your new IT service; now it’s time to build it. The service
transition piece is all about the processes required to build, test, and roll out your IT service. The
service transition also covers how to make changes in a coordinated manner after the new service
launches.
⇨ This stage contains the following processes:
transition planning and support
service asset
configuration management
change management
release and deployment management
knowledge management.
4. Service operation
⇨ To deliver agreed levels of service to users and customers, and to manage the applications, technology and infrastructure that support delivery of the services.
⇨ It covers:
balancing conflicting goals
problem management
event management
incident management
service desk
asset management
technical and application management.
5. Continual service improvement
⇨ This ITIL stage revolves around continually
improving IT services. Improvements include
learning from past successes and failures as
well as raising the effectiveness and efficiency
of IT processes and systems.
ITIL version 4
⇨ ITIL 4 - the most recent edition of ITIL - was published in February 2019. ITIL 4
embraces the latest trends in technologies and service management and provides a flexible basis to support organizations as they undergo digital transformation and
integrate digital technology into all areas of
their business.
ITILV3 ITIL4
ITIL v3 vs ITIL 4: From “processes” to “practices”
⇨ An operating model which outlines the key activities
required to respond to demand and facilitate value creation through the creation and
management of products and services.
⇨ The six value chain activities are:
- Plan
- Improve - Engage
- Design and transition - Obtain/build
- Deliver and support
ITILV3 ITIL4
difference – processes vs
practices
⇨ ITILV3 Processes
○ ITIL V3 introduced 5 phases of service lifecycle and total of 26 ITIL processes and 4 Functions.
Focus was entirely on processes and further on only outputs not Outcomes
⇨ ITIL4 Practices
○ As processes were focused on only outputs, they could achieve very little. ITIL 4 shifted its focus on capabilities and introduced 34 practices. 14
General Management Practices, 17 Service Management Practices and 3 Technical
Management practices.
ITILV3 ITIL4
difference – processes vs
practices
ITILV3 ITIL4
⇨ ITIL 4 focuses more on the concepts of costs, outcomes, risks, and value. Building on a good
selection of ideas championed by ITIL Practitioner, the bedrock principles of the new version are:
○ Focus on value
○ Start where you are
○ Progress iteratively with feedback
○ Collaborate and promote visibility
○ Think and work holistically
○ Keep it simple and practical
○ Optimize and automate
ITIL4 FRAMEWORK
45
ITIL V3 introduced 4 P’s of Service Management
◈ People
◈ Process
◈ Product
◈ Partner
ITIL4 introduced 4 dimensions
● Organization and People
◈ Apart from Organization structure and detailed Roles and Responsibilities this dimension is also providing guidance on how to manage a cultural change.
● Information and Technology
◈ This dimension is providing a guidance on Information security for the entire business. It also shares insight on technologies required for Business Service Management and IT Service Management
● Partners and Suppliers
◈ This dimension is clearly differentiating between Partners and Suppliers. And also suggests to have Service integration and Management (SIAM) implemented for multi- sourcing environment.
● Value streams and Processes
◈ This dimension has provided guidance on defining different value streams within processes. Value stream is defined as set of activities performed in a specific
situation.
12 Key Benefits of ITIL
1. Manage business risk for your services 2. Minimize service disruption
3. Quantify and clearly demonstrate the true value of the services you provide
4. Benchmark services and minimize and maximize return on investment
5. Obtain value for money from your service provider (will be discussed in topic: “Service Provider”)
6. Support the marketing and consumption of
your services
12 Key Benefits of ITIL
7. Ensure the quality of services matches customer needs and expectations
8. Ensure your customers can use the services when and where needed
9. Ensure the business and your customers are not affected by unexpected service failures
10. Forecast, respond to and influence the demand for your services in a cost-effective way
11. Support business change at the speed your customer needs while ensuring stable and low-risk environment 12. Build and maintain positive business relationships with
customers and improve customer satisfaction
Links…
1. https://www.youtube.com/watch?v=TluNmn568dQ – ITIL V3 Overview - Easy to Understand
2. https://www.youtube.com/watch?v=J9K5BF_3y5s – What is ITIL®
v4?
3. https://www.youtube.com/watch?v=Swj7WxvKVOU – ITIL - What is it? (Introduction & Best Practices)
4. https://www.youtube.com/watch?v=oqmkX_E1c1M – ITIL Fundamentals
5. https://www.youtube.com/watch?v=OzxPU-c2Wbs – Complete ITIL service life cycle stages
6. https://www.youtube.com/watch?v=JjZUcBDeT9g – Top 50 ITIL Interview Questions and Answers
7. https://www.youtube.com/watch?v=OqTtb0r-4QY – ITIL v3 vs ITIL 4 | Difference between ITIL v3 and ITIL 4
8. https://www.youtube.com/watch?v=DmmJNEvng4I – The 5 Stages of the ITIL Service Lifecycle
