1. Slide 1 of 20 Information Technology Infrastructure Library(ITIL) “A collection of best practices for IT operations first developed by the British Government 20 Years ago” Only available as a set of books or DVDs

2. Slide 2 of 20 ITIL Process Framework Why so successful? –Increasd financial oversight mandated by the Sarbanes-Oxley Act –Need to demonstrate IT’s contribution to the company Result: a process framework to help run IT

3. Slide 3 of 20 Why ITIL? ITIL describes a systematic, professional approach to managing IT services. The library emphasises the central importance of meeting company requirements economically.

4. Slide 4 of 20 Why ITIL? Strict focus on IT Operations Popular in Europe and now in US Installing ITIL is not easy – a large project in itself Both US and Canadian governments will soon require IT contractors to use ITIL as will General Motors

5. Slide 5 of 20 Contents of ITIL ITIL comprises the following five basic elements: –Business perspective; –Application management; – Service delivery (provision of IT services); –Service support; – Infrastructure management;

6. Slide 6 of 20 ITIL’s Basic Elements

7. Slide 7 of 20 Service Support Service Desk Configuration Management Incident Management Problem Management Release Management Change Management

8. Slide 8 of 20 Service Delivery Service Level Management Financial Management Capacity Management Availability Management IT Continuity Management Security Management

9. Slide 9 of 20 ITIL Benefits Support for the business processes and the tasks of IT decision makers. Definition of functions, roles and responsibilities in the services sector Reduced expenditure in developing processes, procedures and job instructions.

10. Slide 10 of 20 ITIL Benefits IT services which meet the requirements of the particular business Improved customer satisfaction through better and measurable availability and performance of the IT service quality. Improved productivity and efficiency through the purposeful use of knowledge and experience.

11. Slide 11 of 20 ITIL Benefits Basis for a systematic approach to quality management in IT service management. Improved employee satisfaction and reduced fluctuations in personnel levels. Improved communication and information between IT personnel and their customers.

12. Slide 12 of 20 ITIL Benefits Training and certification of IT professionals International exchange of experience (www.itsmf.com)www.itsmf.com

13. Slide 13 of 20 Service Management Sector An unconditional willingness to become more customer and service-oriented is a prerequisite. In many enterprises, this will necessitate a change of the predominant service culture. In addition, with the help of ITIL, a clear body of terminology is to be created in the service management sector.