1. www.it.utah.edu ITIL Information Technology Infrastructure Library

2. Definition “ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.”

3. Objectives Align IT services with current and future needs of the business and its Customers. Improve the quality of the IT services delivered. Reduce the long-term cost of service provision. Comply with federal regulations, i.e., HIPAA, Sarbanes Oxley (sox)

4. Continuous Improvement Model PD CA Quality Improvement ITIL Plan Do Check Act

5. Progressive Improvement How do we get where we want to be? Where are we now? Where do we want to be? How do we know we have arrived? Vision and business objectives Assessments Process improvement or re-engineering Metrics and measurements

6. ITIL Service Management Service SupportService Delivery Service Desk * Incident Management Problem Management Configuration Management Change Management Release Management Service Level Management Financial Management Capacity Management Service Continuity Mgmt Availability Management * Service Desk is a function, not a process

7. Process Prioritization Because ITIL is a comprehensive set of best practices, adoption must be prioritized to prevent a shift of focus from clients to ITIL.

8. Progressive Improvement How do we get where we want to be? Where are we now? Where do we want to be? How do we know we have arrived? Vision and business objectives Assessments Process improvement or re-engineering Metrics and measurements Where do we want to be? Vision and business objectives Where are we now?Assessments

9. ITIL Service Management Service SupportService Delivery Service Desk * Incident Management Problem Management Configuration Management Change Management Release Management Service Level Management Financial Management Capacity Management Service Continuity Mgmt Availability Management * Service Desk is a function, not a process Service Desk * Incident Management Service Level Management Configuration Management