copyright jnt association 2008 1vinaren visit 24 nov 2008 overview of itil steve hogger head of...

Copyright JNT Association 2008

1VINAREN Visit 24 Nov 2008

OVERVIEW OF ITILSteve Hogger

Head of International RelationsJANET(UK)

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History of ITIL

Benefits of ITIL

DOs and DON’Ts

ITIL in HE in UK

What is ITIL?

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Documents best practice in IT Service management Most widely accepted methodology in world Provides:

Qualification scheme Accredited training providers Implementation tools

What is ITIL? - IT Infrastructure Library

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Developed in UK in 1980s by CCTA Owned and maintained by OGC Infrastructure equivalent of PRINCE Reason - Organisations increasingly

dependent on IT Originally BS15000 ISO 20000 V3 introduced 2007 2 parts:

Service Delivery Service Support

History of ITIL

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Change Management Release Management Incident Management Problem Management Service Desk Configuration Management – Asset Control,

underpins everything!

Service Support

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Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management

Service Delivery

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Can reduce costs & improve productivity Proven best practice More professional approach to Service

delivery Improved use of skills & experience Standards & Guidance Improved delivery of 3rd party services –

can specify ITIL or ISO 20000 in procurement

Benefits of ITIL

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Not substitute for common sense & experience

Framework for action not cookbook Functions can be separated & reorganised Start with Config Management as

fundamental to rest

DO’s and DON’Ts of ITIL

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UCISA recognised interest in ITIL & need for good infrastructure management in HE

Developed (with JISC funding) resources in two tranches Introduction, Overview & Case Studies Various resources inc intro to Service

Desk, Qualification scheme, Toolkits for service operation/transition, Tools survey

http://www.ucisa.ac.uk/news/2009-12-18-itil.aspx

ITIL IN HE(UK)

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Thank you for listening

Steve.Hogger@ja.net