1. WatITILis What do you need to know about Information Technology Infrastructure Library (ITIL)?

2. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Service Management “IT is the business” and “The business is IT”

3. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** What do you need to know about Information Technology Infrastructure Library (ITIL)? Definition The IT Infrastructure Library (ITIL) is an industry best practice framework for IT Service Management that establishes best practice and a standard of IT service quality that customers should demand and providers should seek to supply.

4. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL History The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector. The aim was to develop an approach independent of any supplier. This resulted in the Information Technology Infrastructure Library (ITIL v1).

5. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL History In 2000, The CCTA merged into the OGC, Office for Government Commerce and in the same year, Microsoft used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF).

6. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL History In 2001, version 2 of ITIL was released. The Service Support and Service Delivery books were redeveloped into more concise usable volumes. Over the following few years it became, by far, the most widely used IT Service Management best practice approach in the world.

7. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL History In December 2005, the OGC issued notice of an ITIL refresh, commonly known as ITIL v3, which became available in May 2007. This adopted more of a lifecycle approach to service management, with greater emphasis on IT business integration.

8. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL History ITIL v3 initially includes five core texts: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

9. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Why ITIL was Developed ? To improve efficiency. To facilitate the quality management of IT services. To increase cost effectiveness. To reduce risks. To provide codes of practice in support of total quality management.

10. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Key Definitions Customer: recipient of a service; usually the customer has responsibility for the funding of the service. Provider: the unit responsible for the provision of IT services. Supplier: a third party responsible for supplying or supporting underpinning elements of the IT services. User: the person using the service on a daily basis.

11. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 The ITIL Basis Framework consists of the 10 ITIL processes, which are comprehensively documented in detail in the Service Support (5 support processes and one function) and Service Delivery (5 delivery processes) books.

12. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Framework

13. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Service Delivery Service Delivery is primarily concerned with the proactive and forward-looking services that the business requires of its ICT provider in order to provide adequate support to the business users. It is focused on the business as the customer of the ICT services. Service Level Management Capacity Management IT Service Continuity Management Availability Management and Security Mgmt. Financial Management for IT Services

14. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Service Level Management Goal To maintain and gradually improve business aligned IT service quality through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service.

15. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Capacity Management Goal To understand the future business requirements (the required service delivery), the organization's operation (the current service delivery), the IT infrastructure (the means of service delivery), and ensure that all current and future capacity and performance aspects of the business requirements are provided cost effectively.

16. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 IT Service Continuity Management Goal To support the overall Business Continuity Management process by ensuring that the required IT technical and service facilities can be recovered within required and agreed business time-scale.

17. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Availability Management Goal To optimize the capability of the IT infrastructure and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives.

18. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL ver. 2 Financial Management for IT Services Goal To provide cost effective stewardship of the IT assets and the financial resources used in providing IT services.

19. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL ver 2. Service Support The Service Support is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. Service Desk (single point of contact) Incident Management Problem Management Change Management Release Management Configuration Management

20. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Service Desk Goal To act as the central (single) point of contact between the User and IT Service Management. To handle Incidents and requests, and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management.

21. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Incident Management Goal To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.

22. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Problem Management Goal To minimize the adverse effect on business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems, and errors.

23. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Change Management Goal To ensure that standardized methods and procedures are used for effective and prompt handling of all Changes, in order to minimize the impact of any related Incidents upon service.

24. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Release Management Goal To take a holistic view of a Change to an IT service and ensure that all aspects of a Release, both technical and non-technical, are considered together.

25. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Configuration Management Goal To provide a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying, the version of all Configuration Items in existence.

26. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Other operational guidance ICT Infrastructure Management Security Management The Business Perspective Application Management Software Asset Management Planning to Implement Service Management

27. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 2 Library Set Service SupportService Delivery SS SD

28. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 3 Service Strategy The Service Strategy book provides a view of ITIL that aligns business and information technology. It specifies that each stage of the service lifecycle must stay focused upon the business case, with defined business goals, requirements and service management principles.

29. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 3 Service Design The Service Design book provides guidance upon the production/maintenance of information technology policies, architectures, and documents.

30. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 3 Service Transition The Service Transition book focuses upon change management role and release practices, providing guidance and process activities for the transition of services into the business environment.

31. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 3 Service Operation This book focuses upon delivery and control process activities based on a selection of service support and service delivery control points.

32. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 3 Continual Service Improvement This book focuses upon the process elements involved in identifying and introducing service management improvements, as well as issues surrounding service retirement.

33. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver. 3 Service Life Cycle The Core Framework

34. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver.3 Library Set Introduction to theService StrategyService Design Service LifecycleSSSD

35. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL Ver.3 Library Set Service TransitionService OperationContinual Service STSO Improvement CSI

36. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Foundation Certificate This examination, which consists of a one hour long multiple choice exam is usually taken at the end of a 3-day training event. It is designed to test a candidate's basic understanding of the principles and terminology of ITIL. It is suitable for staff of all levels, and it forms one of the entrance criteria for other certificates in the V2 and V3 scheme. This qualification is designed to provide a foundation level of knowledge in IT Service Management and is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined by ITIL.

37. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Foundation Certificate The ITIL ® Foundation examination format is: Multiple choice One hour duration 40 questions Closed book

38. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Practitioner Certificate Certificate for each separate discipline, attainment of which is achieved by either a combination of assignments set during a training event and an examination. This qualification is aimed at those who are responsible within their organization for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes. The Practitioner Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialization.

39. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Practitioner Certificate Service Desk, Incident and Problem Management (IPSR) Change, Configuration and Release Management (IPRC) Finance and Service Level Management (IPAD) Availability, Capacity and IT Service Continuity Management (IPPI)

40. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Practitioner Certificate The ITIL ® Practitioner examination format is: Multiple choice Two hour duration 40 questions Closed book

41. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Service Manager Certificate This certificate, primarily aimed at managers and consultants, generally follows attendance on a 10- day training event, followed by 2 x 3-hour essay based examination papers that are designed to test the practical application of the theory of ITIL®. The Manager's Certificate is aimed at those who need to demonstrate a capability for managing ITIL®-based solutions across the breadth of the Service Management subjects.

42. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Service Manager Certificate The ITIL® Managers certificate is made up of two papers: Service Support Service Delivery

43. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** Master Service Manager Certificate The ITIL ® Master Service Manager examination format is: Scenario based on essay style Three hour duration 5 multilevel questions, all equally weighted (all questions must be attempted) Closed book

44. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** EXIN Examination Institute EXIN, the Examination Institute for Information Science, is a global, independent IT examination provider. It's EXIN's mission to improve the quality of the IT sector, the IT professionals and the IT users, by means of independent testing and certification.

45. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL® pins It has been a well-known tradition for years that passing an EXIN exam in IT Service Management (based on ITIL®) does not only result in a certificate, but is also accompanied by the presentation of a metal pin which can be attached to a collar or lapel. This distinguishing badge with basic gold color is set in the form of the internationally well-known ITIL®-logo. There are three colors of ITIL® V2 pins: Green, for the Foundation Certificate Blue, for the Practitioner's Certificate Red, for the Manager's Certificate

46. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** ITIL® pins FoundationPractitioner’sMaster Service CertificateCertificateManager Cert.

47. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** itSMF IT Service Management Forum itSMF Canada is a forum for Information Technology professionals to explore methods of continually improving the delivery of IT services. The forum allows members to exchange views, share experiences and participate in the continuous development of best practices and standards.

48. WatITis | Making the Future | December 2, 2008 | ***WatITILis*** THANK YOU Presentation prepared by: Andrzej Gadomski, MSc Wilfrid Laurier University agadomski@wlu.ca 519-884-0710 ext. 3511