copyright jnt association 2008 1vinaren visit 24 nov 2008 overview of itil steve hogger head of...
TRANSCRIPT
Copyright JNT Association 2008
1VINAREN Visit 24 Nov 2008
OVERVIEW OF ITILSteve Hogger
Head of International RelationsJANET(UK)
Copyright JNT Association 2008 2
History of ITIL
Benefits of ITIL
DOs and DON’Ts
ITIL in HE in UK
What is ITIL?
Copyright JNT Association 2008 3
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
Copyright JNT Association 2008 4
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
Copyright JNT Association 2008 5
Change Management Release Management Incident Management Problem Management Service Desk Configuration Management – Asset Control,
underpins everything!
Service Support
Copyright JNT Association 2008 6
Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management
Service Delivery
Copyright JNT Association 2008 7
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
Copyright JNT Association 2008 8
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
Copyright JNT Association 2008 9
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)
