Itil presentation(foundation level) by waheed khan
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Transcript of Itil presentation(foundation level) by waheed khan
©2014 The Emirates Group. All Rights Reserved.
Information Technology Infrastructure Library – ITIL(Foundation Level)
Presented By : Waheed Khan
©2014 The Emirates Group. All Rights Reserved.
WIFFM
©2014 The Emirates Group. All Rights Reserved.
What’s in it for me• What is ITIL - Best Practices methodology
for managing IT Services. Also it means delivering value
• What does it focuses on – Focuses on IT Services
• Key benefits of adopting ITIL – Providing guidance to the organizations
• Who is adopting it – NASA/Disney World/HSBC/Emirates Airlines
• How does it work – Building your dream home
©2014 The Emirates Group. All Rights Reserved.
A Brief list of ITIL Milestone defined
©2014 The Emirates Group. All Rights Reserved.
Levels of Certifications
©2014 The Emirates Group. All Rights Reserved.
ITIL Core Concepts• Services• Service Management• ITIL as a good practice framework• Processes• Functions• Roles• Service Life Cycle
©2014 The Emirates Group. All Rights Reserved.
Services• Means of delivering value to the
customers without requiring the customer to own specific cost and risk!
©2014 The Emirates Group. All Rights Reserved.
Service Management• Set of specialized capabilities for
delivering value to customers in the form of services
• ITIL is the framework for IT Service Management
©2014 The Emirates Group. All Rights Reserved.
ITIL – Good Practice Framework• What are good practices?
- Practices widely accepted and adopted- May come from number of sources
including:- Standards- Public Frameworks- Academic Research- Proprietary knowledge
©2014 The Emirates Group. All Rights Reserved.
Roles• Collections of specific responsibilities and
privileges• Standard roles include…
©2014 The Emirates Group. All Rights Reserved.
Process• Structured set of
activities• Four basic
characteristics– Transform inputs in to
outputs– Deliver results to
specific customer or stakeholder
– Measurable– Triggered by specific
events
©2014 The Emirates Group. All Rights Reserved.
Functions (related to Service Management)
• Self contained subsets of an organization– Intended to accomplish
specific task• Take the form of a team or
group of people and the tools being used
• Add structure and stability to the organization
• Supported by budget and reporting structures
©2014 The Emirates Group. All Rights Reserved.
Components of ITIL Framework• Service Strategy• Service Design• Service Transition• Service Operations• Continuous Service
Improvement(CSI)• ITIL - Explained si
mple
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Service Strategy• Service Portfolio Management• Demand Management• Finance Management
©2014 The Emirates Group. All Rights Reserved.
Types of Services• Core Services• Enabling Services• Enhancing Services
©2014 The Emirates Group. All Rights Reserved.
Service Design• Service Level Management• Service Catalogue Management• Availability Management• Information Security Management• Supplier Management• Capacity Management• Service Continuity Management
©2014 The Emirates Group. All Rights Reserved.
Service Transition• Service Asset and Configuration
Management• Change Management• Release & Deployment Management• Knowledge Management
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Service Operation• Event Management• Request Fulfillment• Incident Management• Problem Management• Access Management
©2014 The Emirates Group. All Rights Reserved.
Continuous Service Improvement • It is mainly concerned with alignment
and re-alignment of services, processes, functions, etc. with changing business needs
• It deals with the consistent applications of quality management methods to the overall service management efforts
©2014 The Emirates Group. All Rights Reserved.
Concepts and Models• Deming Cycle is an improvement model– Created by W. Edwards Deming– Consists of four simple steps– Plan, Do, Check, Act
©2014 The Emirates Group. All Rights Reserved.
Continuous Service Improvement Model• Simple set of guiding questions• Used to organize and perpetuate an
improvement program
©2014 The Emirates Group. All Rights Reserved.
Questions & Answers Session
©2014 The Emirates Group. All Rights Reserved.
Thank You….
Any Questions…