4 mis-itil
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Ridi Ferdiana | [email protected] Version 1.1.0
ITIL History
ITIL Coverage
ITIL Characteristics
ITIL and ITSM
ITIL Myths
ITIL services
ITIL Case studies
The British government saw that its vast bureaucracy was depending more and more on computers (80)
IBM Yellow Books. They touched on issues of infrastructure performance, programming standards, and service levels (81)
Centralized Telecommunications and Computing Agency (CTCA) completed the version 1 of ITIL (89)
Information Technology Service Management Forum (itSMF) is established to improve ITIL (91)
1998 ITIL v2
Business is composed from several services
Each services could be replaced with IT
Services need a management
Customer Experiences
Behind The Scene Experiences
The need of Services Management Standard
Service Support
Service Delivery
Security Management
Application Management
Capacity management
Planning to Implement Service Management
The Business Perspective
Best practice guidance
Non-proprietary
Comprehensive Consistent
terminology
ITSM
ITIL
You Must Implement All ITIL or No ITIL at All
There is little need to
understand ITIL origins
ITIL is Based on Infrastructure Management
Principles
ITIL Applies Mostly to Data Center
Operations
Everyone Needs to be Trained on ITIL
Fundamentals
ITIL Processes Should be
Implemented Only One at a Time
ITIL Provides Detailed
Templates for Implementation
ITIL Framework Applies Only to
Large Shops
ITIL Recommends Tools to Use for Implementation
Everything about services (1997)
Service Strategy
Service Design
Service Transition
Service Operation
Continous Service
Improvement
The major purpose of capacity management is to avoid waste
Every new piece of hardware requires one set of resources to produce it
A part of making IT more sustainable
to provide resource forecasts for budget and planning activities
Services Strategies
Strategy considerations: IT needs to align with business objectives that include understanding customer needs
Financial management: includes guidelines on budgeting, accounting, and charging.
Portfolio management: manage them from a financial perspective
Demand management: consumers demanded the service but you didn't have the capacity to meet the demand
Service-catalog management
Service-level management
Capacity management
Availability management
IT service continuity management
Information security management
Supplier and contract management
Change management
Service asset and configuration management
Knowledge management
Release and deployment management
Service evaluation
Service validation and testing
Event management
Incident management
Request fulfillment
Problem management
Access management
Service measurement: The section provides guidelines on monitoring and measuring your services
Service reporting: guidelines on the kinds of information that you should present
ITIL is about standard in IT infrastructure
ITIL provides best pracices in Industry
ITIL Characteristics is adopted for technology but aligned for Business
ITIL is standard, ITSM is a basic concept