CHƯƠNG 9: ITIL
Information Technology
Infrastructure Library

CCTA (Central Computer and Telecomm
Agency) was instructed to develop a standard
approach for efficient and effective delivery
of IT Services

Benefits and Risks

Benefits

Better management of quality

Improved communication within IT organization

Services are described better

Provision of IT services becomes more customer-focused

Risks

Can take a long time and require significant effort to use

Over-engineered procedures can be seen as bureaucratic
obstacles

No real benefit if there is a fundamental lack of understanding

IT Service Management is concerned with
delivering and supporting IT services that
are appropriate to the business
requirements of an organization. This
improves efficiency and effectiveness and
reduces the risks of managing IT services.

Services are a means of delivering value
to customers by facilitating outcomes
customers want to achieve without the
ownership of specific costs and risks.

ITIL V2 - Process Overview

Service Delivery

Service Support

Service Desk

Incident Management

Configuration Management

Problem Management

Provide a logical model of the IT Infrastructure by identifying, controlling, maintaining and verifying the versions of all Configuration items

Central point of contact between users and the IT service Organization

Restore normal operations as quickly as possible

Prevent and minimize adverse effect on the business of errors in the IT Infrastructure

Change Management

Release Management

Ensure standardized methods and procedures
are used for efficient prompt and authorized
handling of all changes in the IT Infrastructure.

Ensure that all technical and non-technical aspects of a release are dealt with in a coordinated approach

Availability Management

Financial Management for IT Services

Capacity Management

IT Service Continuity Management

Service Level Agreement (SLA) Management

Security Management

Maintain and improve IT service quality through a
constant cycle of agreeing, monitoring, reporting and
reviewing IT service achievements.

Ensure that capacity and performance aspects of the business requirement are provided timely and cost effective.

Optimize the capability of the IT Infrastructure and supporting organization to deliver a cost effective and sustained level of availability to satisfy business objectives.

Provide Cost effective stewardship of IT assets and resources used in providing IT services.

Ensuring that the required IT technical and service facilities can be recovered within the time scales required by Business Continuity Management.

Managing a defined level of security for information and IT Services.

1/ ITIL V3 Service Lifecycle

Service Transition

Service Operation

Service Design

Continual Service Improvement

Service Strategy

designing, developing and implementing service
management as a strategic resource

developing appropriate IT services

developing and improving capabilities
for the transition of new and modified services to production

achieving effectiveness and efficiency
in providing and supporting services

creating and maintaining the value for the customer

WHY IMPLEMENT ITIL?

Ultimately IT Service Management is about maximizing the ability of IT to provide services that are cost-effective and meet the expectations and needs of the business.

2/ The Lifecycle Approach

Service
Strategy

Continual
Service
Improvement

Service
Operation

Service
Transition

Service
Design

establish solutions to meet requirements

managing the transition through the lifecycle

day-to-day management of IT Services

establishes an overall strategy for IT Services
ITSM

managing improvements to IT Services and ITSM Processes