BENEFITS OF ITIL®
DHS — Definitive Hardware Store: secure storage
Benefits to the IT Organization
• Common Language and reference model for
communication
• Standardized, globally accepted processes
• Reduced Overall IT costs
• Increased IT resource utilization
• IT aligned with business requirements
• Proven, ready-to-use IT management tools
• Cultural shift towards service management
• Increased customer satisfaction
• Systematic, efficient IT operations
• Elimination of redundant processes
• “Jump start” for ISO900 certification and CMMI
advancement
• A solution to the whole organization independent
of infrastructure architecture, business core com-
petency or organizational structure.
Benefits to Customers and Users
• Documented, detailed IT services with guaran-
teed quality of service
• Stable IT environment
• Clear Communication channels
• Shorter Time-to-Market for new services
• Increased customer/user satisfaction and pro-
ductivity
Glossary OF ITIL®TERMS
CAB — Change Advisory Board: group providing
expert advice to Change Management on change
implementation.
CI — Configuration Item: Component of an infrastruc-
ture under the control of Configuration Management.
A CI can range from an entire system (hardware,
software, documentation) to a single hardware com-
ponent.
CMDB — Configuration Management Database: a
database of record of CI specifications including rela-
tionships among CIs.
CSF — Critical Success Factor: measure of success
(state, deliverable or milestone) for a project or proc-
ess.
Customer — Recipient of an IT Service; usually sen-
ior management authorized to negotiate with IT sup-
pliers on behalf of the business.
David Consulting Group
are for hardware spares to be used and replaced
as needed (for example during recovery proce-
dures)
DSL — Definitive Software Library: Physical stor-
age are authorized versions of all software CIs. ITIL®
Use as a common base for Release and Configura- Quick Reference
tion Management.
Incident — Event that is not part of standard ser- Guide
vice operations that causes in interruption or reduc-
tion in service quality.
ITIL® is the Information Technology Infrastructure
Known Error— Incident or problem that has a root
cause and temporary workaround or permanent Library—an industry standard process model for
alternative identified. IT Service Management. It is a documented library
OLA – Internal agreement for delivery of services of best practices that outlines a process-based
that support IT delivery of services. approach for the implementation and manage-
Problem — A condition identified as multiple inci-
ment of IT Services. Key Objectives of the ITIL®
dents exhibiting common symptoms or a single
significant incident. processes are to:
RFC — Request for Change: form used to record
• Align IT services with the current and future
details of a request for a change to any CI within an
infrastructure or to procedures and items associ- needs of the business and its customers
ated with the infrastructure. • Improve the quality of IT services delivered
Service Catalog — Written statement of IT ser-
vices, default levels and options. • Reduce the long-term cost of service provi-
SLA — Service Level Agreement: written agree- sion
ment between an IT service provider and customer ITIL® was developed in 1989 by Great Britain’s
(s) that documents agreed to service levels.
Office of Government Commerce (OGC) and has
SLR — Service Level Requirements: criteria for
level of service required to meet business objec- quickly become the global de facto standard for
tives. the IT service industry.
UC — Underpinning Contract: contract with an ex-
ternal supplier for IT services. For more information contact:
USER — Person that daily uses IT services.
Version — An identified instance of a CI; versions
are used in Configuration Management to track and David Consulting Group
audit change history.
Workaround — Temporary fix for an incident or a 1770 E. Lancaster Avenue, Suite 15
technique that ensures the customer is not reliant Paoli, PA 19301
on a particular aspect of a service known to have a Phone: 610-644-2856
problem. Fax: 866-451-0990
E-mail: m.harris@davidconsultinggroup.com
Www.davidconsultinggroup.com
©2006 OGC

ITIL® SERVICE SUPPORT
The ITIL® Service Support best practice disciplines
include:
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Release Management
• Service/Help Desk
Incident Management
Process for the rapid restoration of normal service
operations following an event that is not part of stan-
dard service operations and that causes an interrup-
tion or reduces the quality of service.
Roles: Process Owner, Incident Manager, First Line
Support, Second, Third, etc. Lines of Support
Problem Management
Process of identifying and removing errors in the IT
infrastructure and proactively preventing the recur-
rence of incidents. Problems are identified by analy-
sis of incidents with common symptoms or analysis
of a single significant incident.
Roles: Process Owner, Problem Manager, Problem
Management Team
Change Management
Management of standardized methods, processes
and procedures for the efficient and prompt handling
of IT changes. Effective Change Management mini-
mizes the impact of change-related incidents on
services.
Roles: Process Owner, Change Manager
Configuration Management
Process for the management of a logical model of
the IT infrastructure. Management tasks include
identification, control and verification of all Configu-
ration Items and versions (infrastructure, hardware,
software, applications, networks, etc.).
ITIL® Quick Reference Guide
Roles: Process Owner, Process Manager, Configuration
Librarian
Release Management
Process for management of all activities associated with
a large, major critical release of software, hardware and
associated documentation and training/communication
plans.
Roles: Process Owner, Release Manager, Lab Manager,
Release Team Members
Service/Help Desk
Single point of contact for users in need of IT services
and/or assistance.
Roles: This function may be accommodates by current
Help Desk Service operations.
ITIL® SERVICE DELIVERY
The ITIL® Service Delivery best practice disciplines in-
clude:
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Financial Management for IT Services
Service Level Management
Process for management of ongoing service agreement
negotiations, monitoring, reporting and review as well as
implementation of actions to improve level of service.
Roles: Process Owner, Service Level Manager
Availability Management
Process for maintaining IT infrastructure services and
support organization capabilities. Effective Availability
Management ensures availability of cost effective and
sustained levels of IT services to meet business objec-
tives.
Roles: Process Owner, Capacity Manager
Capacity Management
Management of procedures for determining current and
future IT infrastructure business requirements.
Effective Capacity Management ensures that IT
capacity and performance are adequate and that
they are provided consistently and cost effec-
tively.
Roles: Process Owner, Capacity Manager
IT Service Continuity Management
Management of strategies and action plans to
ensure that IT Services recover and continue
following a serious incident; also implementation
of proactive measures to prevent serious inci-
dents.
Roles: Process Owner, Capacity Manager
IT Financial Management
Discipline to ensure IT Infrastructure is obtained
at the most effective price; also ensures accurate
calculation of IT costs and appropriate billing to
IT service customers.
Visit these Online Resources
ITIL Site: www.itl.co.uk
OGC UK: www.ogc.gov.uk
itSMF USA: www.itsmf.net
itSMF UK/Intl: www.itsmf.com
©2006 OGC
For more information contact:
David Consulting Group
1770 E. Lancaster Avenue, Suite 15, Paoli, PA
19301, Phone: 610-644-2856
Fax: 866-451-0990
E-mail: mh@davidconsultinggroup.com
Www.davidconsultinggroup.com