IT Infrastructure Library

Ritika Ra
Puneet Kapa
ITIL
 Set of concepts and practices for IT Services
Management, IT development and IT
operations
 Process based collection of tasks,

comprehensive check lists and procedures

 Published in form of 8 logical sets of

consolidated books
1. SERVICE SUPPORT
Ensures that users/customers of ICT have
access to appropriate services to support
business functions by means of
 Asking for changes
 Needing communication, updates
 Having difficulties, queries
 Real process delivery
Service Desk / Service Request
Management
An interface for ITSM processes by means of
handling incidents and requests
• Incident control: life-cycle management of

service requests
• Communication: keeping the customer

informed of progress
Eg- call center, help desk, service desk
Types- Local, Central & Virtual
Incident Management
Restoration of normal business operations –
 In a timely manner
 Within the Service Level Agreement limits
 Ensuring service quality & availability
 Reducing or avoiding incident impacts
 Ensuring cost effectiveness
Problem Management
 Resolve root causes of incidents
 Minimize adverse impact of incidents and

problems caused by errors within the IT

infrastructure
 Prevent recurrence of incidents related to

these errors
Processess:-
 Trend analysis
 Targeting support action
 Providing information to the organization
Cont…
Problem Control Process-
Handles problems, identifies the root cause of
incidents and reports to the service desk
 Problem identification and recording
 Problem classification
 Problem investigation and diagnosis
Change Management
Use of standardized methods and procedures
for efficient handling of all changes ie new
status of one or more configuration items,
featuring
• Minimal disruption of services
• Reduction in back-out activities
• Economic utilization of resources involved in

the change
Release Management
Platform-independent and automated distribution of
software and hardware, including license controls-
 Planning the rollout of software

 Designing and implementing procedures for

distribution and installation

 Effectively communicating and managing

expectations of the customer during the planning

and rollout of new releases
 Controlling the distribution and installation of

changes to IT systems
 Quality control
Cont…
Types of Releases:
 Delta Release: only that part of the software

which has been changed. security patches.

 Full Release: entire software program is

deployed—a new version of an existing

application.
 Packaged Release: a combination of many

changes—an operating system image which

also contains specific applications.
Configuration Management
Management and traceability of every aspect of
a configuration from beginning to end
 Identification
 Planning
 Change Control
 Change Management
 Release Management
 Maintenance
2.SERVICE DELIVERY
Consists of services the ICT must deliver to
provide adequate support to business users
focusing on the business as the customer of the
ICT services
 Service Level Management
 Capacity Management
 IT Service Continuity Management
 Availability Management
 Financial Management
Service Level Management
Continual identification, monitoring and review of the levels
of IT services specified in SLA, being a primary interface with
the customer-
• Agreed IT service delivery

• Coordinating with Availability Management, Capacity

Management, Incident Management and Problem

Management
• Achieving required levels and quality of service within the

resources agreed with Financial Management

• Producing and maintaining a list of standard IT service

options and agreements made available to customers

• IT Service Continuity plans exist to support the business

and its continuity requirements.

Capacity Management
supports the optimum and cost-effective
provision of IT services by helping organizations
match their IT resources to business demands:
• Application Sizing

• Workload Management
• Demand Management
• Modeling

• Capacity Planning
• Resource Management
• Performance Management
IT service continuity management
plans to ensure that IT Services can recover and
continue after a serious incident occurs & also
reducing the risk of a disaster
 Prioritizing activities to be recovered by

conducting a Business Impact Analysis

 Performing a Risk Assessment to identify the

assets, threats, vulnerabilities and

countermeasures
 Evaluating options for recovery

 Producing Contingency Plan

 Testing, reviewing, and revising the plan regularly
Availability Management
Sustaining the IT service-availability to support
business at a justifiable cost by
 Realize Availability Requirements
 Compile Availability Plan
 Monitor Availability
 Monitor Maintenance Obligations.
Cont…
 Reliability- perform at an agreed level & described
conditions.
 Maintainability-To be at & Restoration ability at
an operational state.
 Serviceability- ability to maintain the availability
of component or function under a third-party
contract.
 Resilience- A measure of freedom from
operational failure and a method of keeping
services reliable, by redundancy measure
 Security- confidentiality, integrity, and availability
Financial Management for IT Services
 Most effective price
 Calculating the cost of providing IT services
 Determining the costs of its IT services
 Recovery from the customer of the service.
3. ICT Infrastructure
Management
Processes that recommend best practice for
requirements analysis, planning, design,
deployment and ongoing operations
management and technical support-
• ICT Design and Planning
• ICT Deployment
• ICT Operations
• ICT Technical Support
4. Security Management
 Structured fitting of information security
based on the code of practice for information
security management, ISO/IEC 27002
 Protects information assets against risks, and

maintain their value to the organization

 Ensuring confidentiality, integrity availability,

authenticity, accountability, non-repudiation

and reliability.
5.Application Management
 Improving the overall quality of IT software
development and support through the life-
cycle of software development projects
 Gathering and defining requirements that

meet business objectives.

6.Software Asset Management
Integrating people, processes and technology to
allow software licenses and usage to be
systematically tracked, evaluated and managed.
 Maintaining software license compliance

 Tracking inventory and software asset use

 Maintaining standard policies and procedures

surrounding definition, deployment,

configuration, use, and retirement of software
assets
 Overseeing software and hardware that comprise

an organization's computers and network

7.Planning to Implement Service
Management
 Provides a framework for the alignment of
business needs and IT provision requirements
 Development of a Continuous Service
Improvement Program (CSIP) as the basis for
implementing mainly Service Management but
also applies generically to other ITIL disciplines-
• creating vision
• analyzing organization
• setting goals
• implementing IT service management
8.Small-Scale Implementation
For smaller IT units or departments which
covers
 Planning to Implement Service Management
 Service Support
 Service Delivery

also provides additional guidance on the

combination of roles and responsibilities, and
avoiding conflict between ITIL priorities.
THANK YOU