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ITIL Introduction

ITIL is a framework for managing IT services and aligning them with business needs. It consists of five stages - service strategy, service design, service transition, service operation, and continual service improvement. The document discusses what ITIL is, its evolution and objectives, benefits and use cases, guiding principles, and provides an overview of the service strategy stage.

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Nakshatra S
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9 views

ITIL Introduction

ITIL is a framework for managing IT services and aligning them with business needs. It consists of five stages - service strategy, service design, service transition, service operation, and continual service improvement. The document discusses what ITIL is, its evolution and objectives, benefits and use cases, guiding principles, and provides an overview of the service strategy stage.

Uploaded by

Nakshatra S
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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ITIL

Introduction
PRESENTED BY:
N A K S H AT R A S A M A L A
B.TECH AIML 3.2

TRINIT Y COLLEGE OF ENGINEERING


A N D T E C H N O LO G Y, K A R I M N A G A R .
• What is ITIL?

• ITIL Evolution

• Objectives of ITIL
Agenda
• ITIL benefits and use cases

• ITIL Guiding Principles

• ITIL Framework

• Service Strategy
What is ITIL?
• ITIL, or Information Technology Infrastructure Library, is a comprehensive framework that
helps organizations manage their IT services effectively.

• ITIL provides a defined approach to IT service management, offering guidelines, best practices,
and processes to ensure that IT services align with the needs and goals of the business.

• ITIL has its roots in the United Kingdom, and the British government primarily used it to
standardize IT practices. However, over the years, ITIL gained international recognition and
adoption.

• The ITIL’s framework primary purpose is to offers guidance and best practices for managing the
five stages of the IT service lifecycle: service strategy, service design, service transition, service
operation and continual service improvement.

• Framework--It acts like a template that can be used and even modified to meet the project
requirements.
ITIL Evolution
• The ITIL framework (a global efficient IT framework) was first developed by the Central
Computing and Telecommunications Agency (CCTA), a government agency in Great Britain.

• When the British government recognized the quality of its IT services wasn’t up to mark in the
1980s, ITIL was born. The Office of Government Commerce (OGC), originally known as The
Central Computer and Telecommunications Agency (CCTA), was entrusted with developing a set
of standard practices to connect public and private sector IT systems better. The goal was to
create a more efficient framework and a more cost-effective utilization of IT resources.
Following is the ITIL history timeline explained in terms of the four versions.
Objectives of ITIL
• Align IT services with current and future needs of the business and its Customers.

• Improve the quality of the IT services delivered.

• Kill the IT management headache.

• Reduce the long-term cost of service provision.


ITIL benefits and use cases
ITIL can be adopted by any organisation, including both small and large-scale ones. A few reasons a
company may align its IT processes with the ITIL framework include:

• Standardisation. Standardisation is one of the primary goals of the ITIL foundation. ITIL helps
create predictable IT environments, making it easier to manage risks, problem-solve, and streamline
processes.

• Transparency. Establishing a set of standards helps improve visibility into IT costs and operations.

• Cost-effectiveness. The ITIL framework is designed to help organisations use their hardware and
software resources as efficiently as possible.

• Strategic alignment. Similar to DevOps methodology, the ITIL framework seeks to unite business
operations and IT departments. Enhanced communication helps organisations better translate
business goals into technical requirements.

• Organisational change management. The ITIL foundation includes best practices for change
management. With these guidelines, IT professionals can release changes without interrupting
service.
ITIL Guiding Principles
ITIL is guided by seven principles that serve as a foundation for its practices.

1. Focus on value – Every part of the business should focus on delivering value to the end user and
business.

2. Start where you are – Build on existing processes. Don’t start from scratch.

3. Progress iteratively with feedback – Adopt an iterative approach to improvement that involves
feedback from key stakeholders and end users.

4. Collaborate and promote visibility – Share communication openly between teams and
stakeholders.

5. Think and work holistically – Consider the entire organization, not just one department.

6. Keep it simple and practical – Don't add anything that doesn’t need to be there.

7. Optimize and automate – Use technology to improve efficiency and consistency across
operations.
ITIL Framework
• The ITIL Framework process
contains the following
stages: Service Strategy,
Service Design, Service
Transitions, Service
Operations and Continual
Service Improvement.

• Remember that the ITIL


process is an iterative, as
opposed to linear process.
Each phase can be repeated
or revisited as needed.

• The following figure shows


important ITIL Framework
stages:
Service Strategy
• Service strategy is the first stage in the IT service lifecycle.

• The purpose of service strategy is to align the actions of the IT organization with the needs of
the business. To do this, the IT organization must decide on a strategy for effectively serving its
customers.

• As part of Service Strategy, the IT organization works with the business to determine what
services the IT organization should offer and what capabilities must be developed.

• Service strategy has four subcategories/processes:


Service Strategy (Cont..)
Service strategy has five subcategories/processes:

1. Financial Management. All accounting, budgeting, and transactional processes associated


with the IT department occur during this phase of the ITIL framework.

2. Service Portfolio Management. A service portfolio is the scope of services the service
provider manages. Managing this portfolio requires each service to be identified and
evaluated to establish its role in the IT process. Service portfolio management includes the
Service Pipeline, Service Catalog, and Retired Services.

3. Demand Management. IT professionals use user profiles and Patterns of Business Activity
(PBA) to analyse and influence customer demand.

4. Business relationship management:Business Relationship Management (BRM) is a strategic and


collaborative approach to managing and improving the relationships between a business and its
customers, partners, and suppliers.

5. Service level management:Service level management (SLM) is a process within IT service


management (ITSM) that is responsible for setting, monitoring, and improving the level of service that IT
delivers to its customers.
Thank you
QUESTIONS?

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