Itil

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ITIL
Essentials
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Where is ITIL?
Management ITM

ITSM

ITIL

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What is Management?
Management is simply the act of getting people together to accomplish desired goals and objectives. Management comprises planning, organizing, staffing, leading, directing, facilitating and controlling or manipulating an organization (a group of one or more people or entities) or effort for the purpose of accomplishing a goal.
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What is ITM?
Information Technology Management is concerned with exploring and understanding Information Technology as a corporate resource that determines both the strategic and operational capabilities of the firm in designing and developing products and services for maximum customer satisfaction, corporate productivity, profitability and competitiveness.
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What is ITSM?
Information Technology Service Management is a discipline for managing information technology systems, philosophically centered on the customer's perspective of IT's contribution to the business

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What is ITIL?

Information Technology Infrastructure Library is a set of concepts and policies for managing the Information Technology services, developments and operations.

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And the most important question :

What is Information Technology?
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Scientific Approach (ITAA)

Information Technology is the study, design, development, implementation, support or management of computer-based information systems, particularly software applications and computer hardware.

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Technological Approach (ITIL)
Information Technology is the use of technology for the storage, communication or processing of information. The technology typically includes computers, telecommunications, Applications and other software. The information may include Business data,voice, images, video etc. Information Technology is often used to support Business Processes through IT Services.
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The Multiple Views of IT

IT as Component ✔ IT as Organization ✔ IT as Service ✔ IT as Asset

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Are you ready for what's next?
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ITIL
Foundations
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The ITIL Framework
ITIL® is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.
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Benefits
• Reduced costs • Improved IT services through the use of proven best practice processes • Improved customer satisfaction through a more professional approach to service delivery • Standards and guidance • Improved productivity • Improved use of skills and experience • Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

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Why is ITIL so successful?

• Non-proprietary • Non-prescriptive • Best practice • Good practice

ITIL Content Structure • ITIL service management practices – core guidance • ITIL service management practices – complementary guidance • ITIL web support services
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ITIL service management practices - Core Guidance
• Introduction to ITIL Service Management Practices • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement
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ITIL v3
6 books

Process Based Service Oriented
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ITIL Service Lifecycle

Service Strategy I

Service Strategy provides guidance on how to view service management not only as an organizational capability but as a strategic asset. Guidance is provided on the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL Service Lifecycle.

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Service Strategy II

Topics covered in Service Strategy include the development of service markets, characteristics of internal and external provider types, service assets, the service portfolio and implementation of strategy through the Service Lifecycle. Financial Management, Demand Management, Organizational Development and Strategic Risks are among other major topics.

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Service Design I
Service Design provides guidance for the design and development of services and service management practices. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets. The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, and conformance to standards and regulations. It guides organizations on how to develop design capabilities for service management.
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Service Design II

Among the key topics in Service Design are Service Catalogue, Availability, Capacity, Continuity and Service Level Management.

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Service Transition I
Service Transition provides guidance for the development and improvement of capabilities for transitioning new and changed services into live service operation. This publication provides guidance on how the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operation while controlling the risks of failure and disruption.

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Service Transition II

The publication combines practices in Change, Configuration, Asset, Release and Deployment, Programme and Risk Management and places them in the practical context of service management.

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Service Operation I
Service Operation embodies practices in the management of the day-to-day operation of services. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operation, therefore making it a critical capability. Guidance is provided on how to maintain stability in service operations, allowing for changes in design, scale, scope and service levels.
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Service Operation II

Among the topics in this book are Event, Incident, Problem, Request, Application and Technical Management practices. This book discusses some of the newer industry practices to manage virtual and service-oriented architectures.

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Continual Service Improvement
Continual Service Improvement provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement.

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Continual feedback loop

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