1. Copyright JNT Association 2008 1VINAREN Visit 24 Nov 2008 OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK)

2. Copyright JNT Association 2008 2 History of ITIL Benefits of ITIL DOs and DON’Ts ITIL in HE in UK What is ITIL?

3. Copyright JNT Association 2008 3  Documents best practice in IT Service management  Most widely accepted methodology in world  Provides:  Qualification scheme  Accredited training providers  Implementation tools What is ITIL? - IT Infrastructure Library

4. Copyright JNT Association 2008 4  Developed in UK in 1980s by CCTA  Owned and maintained by OGC  Infrastructure equivalent of PRINCE  Reason - Organisations increasingly dependent on IT  Originally BS15000  ISO 20000  V3 introduced 2007  2 parts:  Service Delivery  Service Support History of ITIL

5. Copyright JNT Association 2008 5  Change Management  Release Management  Incident Management  Problem Management  Service Desk  Configuration Management – Asset Control, underpins everything! Service Support

6. Copyright JNT Association 2008 6  Service Level Management  Capacity Management  Financial Management for IT Services  Availability Management  IT Service Continuity Management Service Delivery

7. Copyright JNT Association 2008 7  Can reduce costs & improve productivity  Proven best practice  More professional approach to Service delivery  Improved use of skills & experience  Standards & Guidance  Improved delivery of 3 rd party services – can specify ITIL or ISO 20000 in procurement Benefits of ITIL

8. Copyright JNT Association 2008 8  Not substitute for common sense & experience  Framework for action not cookbook  Functions can be separated & reorganised  Start with Config Management as fundamental to rest DO’s and DON’Ts of ITIL

9. Copyright JNT Association 2008 9  UCISA recognised interest in ITIL & need for good infrastructure management in HE  Developed (with JISC funding) resources in two tranches  Introduction, Overview & Case Studies  Various resources inc intro to Service Desk, Qualification scheme, Toolkits for service operation/transition, Tools survey http://www.ucisa.ac.uk/news/2009-12-18-itil.aspx ITIL IN HE(UK)

10. Copyright JNT Association 2008 10 Thank you for listening Steve.Hogger@ja.net