The Information Technology Infrastructure Library (ITIL) is a set of best practi ces (and processes) for managing the

Information Technology (IT) services and operations. ******************************************************************************** ** Basic Concepts of ITIL ================== Service A means of delivering value to customers by facilitating outcomes customers wan t to achieve without the ownership of specific costs and risks Process A set of procedures, steps of activities grouped together to perform certain act ions to achieve a definitive outcome Function A Group of people & their tools used to carry out one or more processes or activ ities ******************************************************************************** ***** RACI Role: A set of responsibilities, activities, and authorities granted RACI Model (Authority Matrix): R - Responsible - the person or team responsible for getting the job done A - Accountable - only ONE person can be accountable for each task C - Consulted - involvement through input of knowledge and information I - Informed the people who are kept up-to-date progress Others: V Verifies checks whether the acceptance criterion has been met S Signs-off authorizes the product hand-off ******************************************************************************** *****************