ITIL

How does ITIL help?

• Proven best practices for IT Service management
• Many experts, authorities, leading practitioners and exponents within the IT industry have contributed to the development of ITIL and the result is a framework that provides a “common sense”, structured approach to the essential processes involved.
• Business driven metrics, Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) are put in place to measure the success of the process implementations and their continuous improvement.
• Co-ordinates and works in partnership with the business, facilitating growth, rather than letting the technology and IT dictate and drive the business.

History and Origin

• The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. CCTA, was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector.
• The earliest version of ITIL was actually originally called  GITIM .
• Large companies and government agencies in Europe adopted the framework very quickly in the early 1990s. ITIL was spreadi ng far and, and was used in both government and non‐govern ment organizations. As it grew in popularity, both in the UK and across the world, IT itself changed and evolved, and so did ITIL.
• In year 2000, The CCTA merged into the OGC, Office for Gov ernment Commerce and in the same year, Microsoft used ITI L as the basis to develop their proprietary Microsoft Operatio ns Framework (MOF).
• In 2001, version 2 of ITIL was released. The Service Support andService Delivery books were redeveloped into more concise usable volumes. Over the following few years it became, by far, the most widely used IT service management best practice approach in the world.
• In 2007 version 3 if ITIL was published. This adopted more of a lifecycle approach to service management, with greater e mphasis on IT business integration. 

What is ITIL?

•  ITIL is Best Practice IT Service Management which is used by many hundreds of organizations around the world.
• A whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting certification and qualification scheme.
• ITIL provides the foundation for quality IT Service Management     through documented, proven processes that cover the entire Service Lifecycle. It is easy for organizations to learn, tailor and implement to suit their environment.
• The library is intended to assist organizations handle increasing system complexity, demands from Customers and Users for flexibility and the ever present need for change. 

ITIL V3 Library components

The ITIL Core

• Best practice guidance applicable to all types of organizati ons who provide service to a business
• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement

The ITIL Complementary Guidance

• Specific to industry sector, organization type

The ITIL Web

• Value added products, processmaps, templates and case studies 

ITIL

Service support
1. Incident Management  - Service Desk
2. Problem Management
3. Configuration Management
4. Change Management
5. Release Management

 Service Delivery
6. Capacity Management
7. Availability Management
8. IT Service Continuity Management
9. Service Level Management
10. Financial Management for IT  Services

What is a Service?

• A means of delivering value to the customers
• Facilitate the outcomes that customers want to achieve
• Ownership of specific costs and  associated risks
• The value of the service is decided by how well it 
  facilitates the outcomes. 

What is Service Management?

•  Set of specialized Organizational capabilities for providing value to customer in form of service
• A set of Functions and Procedures for managing services over the lifecycle 
• Specialization in strategy, design, transition, operations and continual improvements
• The Service management enables the service provider to understand
  • Services they are providing
  • Ensuring that the outcomes are as excepted
  • The value of services
  • Manage all costs and risks associated