1. Introduction to ITIL and ITIS

2. CONFIDENTIAL Agenda ITIL Introduction  What is ITIL?  ITIL History  ITIL Phases  ITIL Certification Introduction to IT Infrastructure Support(IT IS)  What does IT Infrastructure mean?  IS Support Model  Infrastructure Support Teams Service Desk  User contact modes

3. CONFIDENTIAL ITIL Introduction and History What is ITIL?  ITIL is an integrated set of best-practice techniques for delivering IT services to customers. The primary focus is to maximize value to customers (the business) by aligning IT resources with business needs.  ITIL contains detailed process descriptions, flows, success factors, metrics and implementation guidance that organizations can adapt to work in their environment.  The ITIL framework can help organizations establish and improve their overall IT Service Management capability, increase alignment with the business, maximize and demonstrate value to the business. ITIL History  In the year 1991, ITIL v1 was published.  In 2000/2001, ITIL v2 was published  Current version of ITIL is ITIL v3 otherwise called as ITIL 2011 was published in 2007 and some updates were made in 20011

4. CONFIDENTIAL ITIL Phases ITIL Phases: The current version of ITIL has five core areas: Service Strategy Define strategies, policies, standards Service Design Plans to create and modify services and associated processes Service Transition Manage the transition of new or changed service into production Service Operations Day-to-day operations of services Continual Service Improvements Focus on incremental improvement to the services

5. CONFIDENTIAL ITIL Phases  Service Strategy Provides guidance on how to design, develop, and implement IT Service Management During Service Strategy, an organization will determine its target markets and how to differentiate itself from its competitors. The organization’s management team will understand the costs and risks associated with their Service Portfolios and can efficiently use this information in their operational decision-making.  Service Design Provides guidance on how to design and develop services and IT Service Management processes that will support the service strategies already developed Learning how to design service plans will prepare IT professionals and business leaders to address customer concerns in the most proficient manner.

6. CONFIDENTIAL ITIL Phases  ITIL Service Transition Provides guidance on how to efficiently and effectively transition new and changed services into operations without disrupting or interrupting other services or processes.  ITIL Service Operation Provides guidance on the practical aspects of day-to-day business operations. Ensures that IT services are delivered effectively and efficiently The activities and processes in this phase ensure that services are delivered to customers at the agreed upon levels with minimal interruptions and disruptions. Service Operation focuses on providing value to both the customer and the service provider.

7. CONFIDENTIAL ITIL Phases  ITIL Continual Service Improvement Even if nothing changes in an organization, there is always room for development and improvement in IT services. Continual assessment is the key to understanding where improvements can be made. Example of executing the ITIL Continual Service Improvement

8. CONFIDENTIAL ITIL Certifications  ITIL has a well established training and certification scheme.  ITIL Foundation – Entry Level. It is a MUST for all people supporting IT.  ITIL Intermediate – Gives detailed knowledge on a particular Service Life Cycle module. At least two years of IT experience is recommended.  ITIL Expert and ITIL Master ITIL Foundation is a MUST for all members supporting IT Infrastructure Services OSA – Operational Support and Analysis PPO – Planning, Protection and Optimization RCV – Release, Control and Validation SOA - Service Offerings and Agreements

9. CONFIDENTIAL Introduction to ITIS What does IT Infrastructure mean?  All of the hardware, software, networks, facilities, etc., that are required to Develop, Test, deliver, Monitor, Control or support IT Services.  The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation

10. CONFIDENTIAL IS Support Model  An IS process is a set of activities, methods and procedures required to be performed to effectively and efficiently meet customer requirements relating to IT infrastructure.  IS Processes are in line with ITIL Version 3.0 framework.

11. CONFIDENTIAL Infrastructure Support Teams  End User Computing (EUC) Most common sub teams under EUC is Service Desk Access provisioning Messaging and Software management teams  Computing Services: Windows, Linux, Unix, Database and Storage teams  Network: Voice and Data Networking

12. CONFIDENTIAL Service Desk  Service Desk is the central point of contact between IT and users on a day-to-day basis  Service Desk is responsible to handle and answer all first level IT related user issues and requests  The goal of SD is to facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.  A Service Desk handles incidents and service requests, as well as providing an interface to users for other IT Service Management activities (eg. Incident Management, Problem management etc.)

13. CONFIDENTIAL Service Desk  Service Desk team should record and transfer any unresolved user issues to an appropriate level 2 team for further diagnosis and resolution, after the first level diagnosis and action by them  The main objectives of Service Desk are: - to act as a single point of contact (SPOC) for all IT Customers - to maximize service availability - to restore service whenever possible - to provide business systems support

14. CONFIDENTIAL Service Desk – User contact Modes IT users request for help through different contact modes. Common contact modes are: Call to Service Desk Chat with Service Desk Web ticket(self-service tickets) Email

15. CONFIDENTIAL Thank You