1. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Overview of ITIL Information Technology Infrastructure Library

2. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better The New IT Infrastructure Library Service DeliveryService Support Business Perspective Infrastructure Management Planning to Implement Service Management Security Management Software Asset Management Applications Management

3. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Service Management – Wider Context Project Management Programme Management Service Management Application Management Transition Point

4. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better The IT Infrastructure Documentation Guides Training Products People Procedures Skill Sets LAN Equipment Servers Main Frames Work Stations Air Conditioning Plant WAN Software Tools Databases Network Operating Systems Operating Systems Applications Peopleware Hardware Software

5. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Overview of ITIL Service Management Service SupportService Delivery Focus Day to DayPlanning/Longer Term SPOC Service DeskService level Mgmt Who? User‘Paying’ Customer Main Concern Service QualityValue For Money ITIL Function ITIL Purpose  Service Desk  Incident Mgmt  Problem Mgmt  Change Mgmt  Release Mgmt  Configuration Mgmt  Service Level Mgmt  Availability Mgmt  Capacity Mgmt  IT service Continuity  Financial Mgmt

6. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Service??? An IT Service is a set of related Functions provided by IT systems in support of the business and perceived by the customer/ user as a coherent and self- contained entity Key Phrase: ‘end - to – end’ service Service (yes) Email Payroll Order Processing System Service (no) Wide area Network Unix Server Oracle Database

7. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Them and US IT Infrastructure IT Staff IT Service User/Customer Business

8. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Core ITIL Management Disciplines Delivery Service Level Financial Availability Capacity Service Continuity Support Service Desk Incident Problem Change Release Configuration

9. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Configuration management Why  To account for all IT Assets  To provide accurate information support other ITIL Disciplines  To provide a sound basis for Incident, Problem, Change and Release Management  To Verify configuration records and correct any exceptions

10. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better CMDB ( Configuration Management Database) Hardware, software and “Peopleware” Assets & Relationships Between Assets Incidents, Problems & Known Errors Changes & Release

11. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Repositories Definitive Software LibraryDefinitive Hardware Store Configuration Management Database = Information About……

12. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Five Basic Activities  Planning  Identification  Control  Status Accounting  Verfication

13. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Planning  Strategy, Policy, Scope and Objectives  Processes, Procedures, Guidelines and Responsibilities  Relationships with other ITIL Processes  Relationships with other parties carrying out CM  Tools and other Resource requirements

14. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Identification – CI Level ? At what level will items undergo “Independent Change”? Workstation System Box Mother Board Chip

15. Adaptive Processes © Adaptive ProcessesSimpler, Faster, Better Identification - Scope Scope Identifiers Version Relationships Hardware Software “Peopleware” Pre-production Production Composition Connection Usage