INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009

Introduction to ITIL

What do we (as IT professionals) do?

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Do we manage cables, servers, and technicians?

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Do we manage projects and produce deliverables?

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Do we offer services?

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“IT Service Management,” or ITSM, is the study of IT in terms of the

services it provides.

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The “IT Infrastructure Library,” or ITIL, is a set of five books that offer

ITSM guidance.

5. Continual Service

Improvement

One of ITIL’s core concepts is the “Service Lifecycle.”

5. Continual Service

Improvement

ITIL’s Service Lifecycle

5. Continual Service

Improvement

ITIL’s Service Lifecycle

Service Strategy

• Service Strategy Activities• Service Portfolio Management• Financial Management• Demand Management

5. Continual Service

Improvement

ITIL’s Service Lifecycle

Service Design

• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• Information Security Management• IT Service Continuity Management• Supplier Management

5. Continual Service

Improvement

ITIL’s Service Lifecycle

Service Transition

• Change Management• Release and Deployment Management• Service Asset and Configuration Management• Knowledge Management• Service Validation

5. Continual Service

Improvement

ITIL’s Service Lifecycle

Service Operation

• Access Management• Event Management• Incident Management• Problem Management• Request Fulfillment

5. Continual Service

Improvement

ITIL’s Service Lifecycle

The Six-Step Improvement Model

5. Continual Service

Improvement

ITIL’s Service Lifecycle

What have we done at WFU?

We created a change management procedure.

Change Management procedure

A03

Create RFC from Help Desk ticket

Remedy Help Desk ticket

Incident owner

A01

Create RFC from Service Request

Service Request

Change manager

A02

Create Internal RFC

IS requester

A04

Filter and Classify RFC

RFC

Change manager

Start

Start

Start

A05

CRM Analysis Procedure

A06

Governing Document Procedure

A07

Service Modification Procedure

A08

Regular Change Procedure

End

End

End

Project Needed

A09

Emergency change procedure

End

A13

Pre-approved Change

Procedure

Start End

A14

Project procedureEnd

RFC evaluated; project not needed

Start

Receive Classify Analyze

B01

Approve the change

ISMB

B02

Approve the change

CAB

B03

Approve the change

Local authority

B04

Build the change

Change builder

B05

Test the change

Change tester

B06

Authorize the change

Change tester

RFC

Built change

B07

Schedule the change

RFC

IS Operations Center Manager

B08

Communicate the change

RFC

IS Operations Center Manager

B09

Implement the change

RFC,Built change

Change implementer

B10

Verify the change

RFC

Change tester

B11

Post-implementation review of the

change

CAB

B12

Close the change

RFC

Change manager

End

Classified change

Classified change

Classified change

Approve

Build

Test

Schedule

Implement

Review

Close

We created a technical service catalog.

CAMPUS WIDE APPLICATIONS

BANNER SERVICES

ADMINISTRATION

DEPARTMENTAL APPLICATIONS

MONITORING

SECURITY AND ACCESS

OTHER

PHYSICAL INFRASTRUCTURE

DATA STORAGE AND RECOVERY

WIN SERVICES

CONNECTIVITY

ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION

TELECOMMUNICATIONS

Unified Messaging

Voice Over Internet Protocol (VoIP)

Voicemail

Basic Telephone Service

Automatic Call Distributor (ACD)

Long Distance Service

Telephone Menus

DEDICATED TECHNICAL SUPPORT

Where can you go to learn more?

• ITIL Foundations Training• itSMF Central Carolina Local Interest Group• University ITSM Web Site

http://itsm.is.wfu.edu

Other questions?