Benefits of ITIL

Reduce cost by improving processes
Improve IT services in terms of quality
Improve customer satisfaction
Documented processes & procedures
Improve productivity by focus ion on required areas
Improved use of staff skills & experience



Benefits of I TIL to customer & user

Become more customer focused instead of more technology focused
Services are described in customer language rather then described in technical language
Quality, availability, reliability & cost of services are managed better
More focused on corporate objective rather then technology
Improved communication between IT & business customer by specifying SPOC



Problems

Can take long time to implement
Results are coming very slow
Lack of commitment can hamper the process
Lack of training

What is ITIL and Disciplines of ITILv2 and ITSM and IT Service management

ISO/IEC 20000 :- Standard for ‘Service Management’ capabilities  audited and certification.
I TIL - Provides body of knowledge for achieving the above standard.
I TIL – Public framework that describes that describes best practice in ITSM.

What is I TIL

    *  I TIL is the collection of best practices of IT service management
    *  It can be implemented to any IT organization
    *  I TIL focus on management of IT services
    *  In IT life cycle, 70-80 % of time & cost is spent on operational phase
    *  I TIL does not dictate to any organization , what you “should” do
    *  It provides series of options & disciplines which can be implemented by each organization as per their needs & requirements
    * I TIL does not required completely new ways of thinking & acting – It provides structured context for existing methods & activities to increase quality of services


Disciplines of ITILv2

    * Service support
    * Service Delivery
    * Security Management
    * ICT infrastructure management [ICT- Information & communication technology]
    * Application management
    * Planning to implement services management
    * The businessmen perspective
    * Software Asset Management
    * I TIL Small-Scale Implementation


ITSM – IT Service management
ITSM focus is – Strategic business value generated by IT

2 main disciplines

Service support
Service Delivery


11 practices of ITSM
 
Service support

   1. Incident management
   2. Problem management
   3. Configuration management
   4. Change management
   5. Release management
   6. Service desk


Service delivery

   1. Service level management
   2. Capacity management
   3. Service continuity management
   4. Availability management
   5. Financial  management for IT services

What is ITIL - A brief introduction

§ ITIL is the collection of best practices of IT service management
§ It can be implemented to any IT orgnization
§ ITIL focus on management of IT services
§ In IT lifecycle, 70-80 % of time & cost is spent on operational phase
§ ITIL does not dictate to any orgnization , what you “should” do
§ It provides series of options & deciplines which can be implemented by each organization as per their needs & requirments
§ITIL does not required completely new ways of thinking & acting – It provides structured context for existing methods & activities to increase quality of services

§ Service Delivery – Setting up agreements & monitoring targets

§ Service Support – Delivers services as per specifed in agreements