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Service Delivery:

ICT Infrastructure

Management (ICT IM):

Planning to Implement

Service Management:

Application Management:

The Business Perspective:

Security Management:

Service Support:

Information TechnologyInfrastructure Library (ITIL)Generic framework to manage IT

infrastructure and services.

Core of ITIL

06/03/2005 - v4

covers the processes required for the planning and delivery ofquality IT services and looks at the longer term processes

associate with improving the quality of IT services delivered.

covers all aspects of ICT Infrastructure Management fromidentification of business requirements through the t enderingprocess, to the t esting, installation, deployment, and ongoing

operation and optimisation of the ICT components and IT services.

examines the is sues and task s involved in planning, implementingand improving Service Management processes within anorganisation. It also addresses the is sues associated withaddressing Cultural and Organisational Change, the development ofa vision and strategy and the most appropriate method of approach.

describes how to manage applications from the initial business need, through allstages in the application li fecycle, up to and inc luding retirement. It placesemphasis on ensuring that IT projects and strategies are tightly aligned withthose of the business throughout the application lifecycle, to ensure that thebusiness obtains best value from its investment.

provides advice and guidance to help IT personnel tounderstand how they can c ontribute to the businessobjectives and how their roles and services can be betteraligned and exploited to maximise that contribution.

details the process of planning and managing a defined level of security for informationand IT services, incl uding all aspects as sociated with reaction to security Incidents. Italso includes the assessment and management of risks and vulnerabilities, and theimplementation of cost justifiable countermeasures.

describes the processes associated with the day-to day s upport andmaintenance activities associated with the provision of IT services

Fixed Components

ITIL Books

Models

OrganisationsCertification E xams

Variable Components

Consultants

Trainers

Suppliers

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Model

Service Delivery Service Support

ServiceManagement

1. Objectives

2. Benefits to the IT Organisation

3. Concepts

4. Process

Input

Output

Activities

5. Roles

6. Relationships with other ITIL ProcessesSEMI ModelDemonstrates the relationships

and interrelationships between all

of the ITIL processes

7. Bottlenecks

8. KPI'S

9. Critical Success Factors

Covers the processes required for the planning and delivery of quality IT services and looks atlonger term processes for improving the quality of IT services delivered

CapacityManagement

Aims to consistently provide the required IT

resources at an acceptable cost and in line with the

current and future requirements of the customer

Availability

Management_1Helps manage the IT resources and services and deliverthe quality of service expected by the customer

Service ContinuityManagement

ITSCM enables firms to continue to provide the

pre-determined and agreed level of IT services even

after a calamity or disaster

FinancialManagement

Helps the firm plan and implement their

business objectives by keeping in mind the

costs associated with providing each service

ServiceLevel Management

Bridges gap between customer requirements and

quality of service provided by firm by drafting an

agreement on the services to be provided

SecurityManagement

Bridges gap between customer requirements and

quality of service provided by firm by drafting an

agreement on the services to be provided

Describes the processes associated with the day-to-day supportand maintenance activities for the provision of IT services

ServiceDesk (SD)

This function facilitates quick resolution

of user queries by serving as a Single

Point Of Contact for the user

Incident

ManagementHelps to resolve errors that interrupt or

reduce the quality of the business processes

with minimal impact on the business

ConfigurationManagement

Database contains the relationships

of the IT components to provide

accurate information to the business

ProblemManagement Database contains the r-relationships of the IT

components to provide accurate info to the business

ChangeManagement

Standard method for implementing

change with minimum errors in the

infrastructure and IT services

ReleaseManagement

Ensures a stable production environment by using

formal procedures and checks for implementing

new versions of software and hardware

Two key components

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