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many organizations have set their sights on three broad goals: Reducing IT costs Increasing IT efficiency Optimizing existing IT infrastructure Achieving these three goals requires buy-in from top management and serious effort across the organization. . Faced with increased demand and finite resources. Integrating and automating core business processes are requisite steps.ITIL Need As IT represents a significant investment for most organizations.
ITIL also empowers IT organizations to align themselves with the business goals of the larger organizations they serve. ITIL enables organizations to effectively manage IT costs. This framework enables companies to identify. and service level agreements. Based on a common sense approach to coping with the real-world challenges of IT service management. ITIL is essentially a collection of best practices for managing requests. increase IT efficiency and optimize existing IT resources. incidents. communicate and implement best practices throughout their IT organizations. Ideally.The Information Technology Infrastructure Library (ITIL) provides a common framework of all IT activities. . define. problems. changes.
Although ITIL covers a number of areas. its main focus is certainly on IT Service Management .
The essential goals Configuration Management include identifying and defining Configuration Items (CIs). . and ensuring the accuracy and completeness of the Configuration Management Database (CMDB).The ITIL framework is built around two main pillars: Service Support and Service Delivery SERVICE SUPPORT DAILY TASKS Configuration Management The foundation of IT service management. Configuration Management underlies all the processes within the ITIL framework.
to communicate and to promote Incident Management Incident Management is responsible for restoring service swiftly and with minimal impact on business operations. Objectives: To restore normal service as quickly as possible Minimize the adverse impact on business operations Ensuring that the best possible levels of service quality and availability are maintained according to SLAs.Service Desk Objective To restore the service as quickly as possible To manage the incident life-cycle To support business activities To generate reports. .
Problem management is also a process for analyzing trends that could have a negative impact on productivity. Problem Management helps the organization discover the underlying causes of incidents and identify potential issues before they adversely affect users.Problem Management Responsible for minimizing negative effects of incidents. Objectives: Stabilizing IT services through: o Minimizing the consequences of incidents o Removal of the root causes of incidents o Prevention of incidents and problems o Prevent recurrence of Incidents related to errors Improving productive use of resources .
Change Management ensures that changes will have minimal negative impact. desktop build orassociated documentation. modification. business continuity and impact are required for achieving an appropriate balance between the need for change and the unavoidable consequences of change in complex IT environments. or removal of approved. Change: The addition. software. Detailed analyses of risk. system. network.Change Management By providing a standardized approach to managing changes in the infrastructure. application. supported or baselined hardware. resource requirements. environment. .
. right time. right place Releases are done under the control of Change Management. Release Management is also responsible for legal and contractual obligations covering software and hardware used throughout the organization Objectives: Safeguard all software and related items Ensure that only tested / correct version of authorized software are in use Ensure that only tested / correct version of authorized hardware are in use Right software.Release Management This process ensures consistency throughout rollout and version control of hardware and software. it ensures accuracy of the CMDB. right place Right hardware. right time.
Balance between the Demand for IT services and the Supply of IT services by knowing the requirements of the business and knowing the capabilities of IT. Objectives: Business-like relationship between customer and supplier Improved specification and understanding of service requirements Greater flexibility and responsiveness in service provision Balance customer demands and cost of services provision Measurable service levels Quality improvement (continuous review) Objective conflict resolution .SERVICE DELIVERY .STRATEGIC Service Level Management This process helps organizations maintain and improve IT service by working with users to develop new services and ensure consistent delivery of existing services through careful monitoring of service level metrics.
Availability Management is responsible for ensuring that promised services meet or exceed their availability targets. Performance Management. Capacity Management also predicts future needs for additional capacity required to meet business objectives that are likely to arise.Availability Management By optimizing infrastructure capability and its supporting organizations. . Workload Management. Demand Management and Application Sizing and Modeling can also play important roles in the ongoing Capacity Management process. Availability Management ensures cost-effective levels of IT service consistently over time. An IT service is not available to a customer if the functions that customer requires at that particular location cannot be used although the agreed conditions under which the IT service is supplied are being met Capacity Management The primary goal of Capacity Management is making certain that asset capacity is available to support business objectives.
Financial Management enables the business organization to make better. To achieve this requires sound IT Accounting. tracking Total Cost of Ownership (TCO) and forecasting future IT spending. Charging: The set of processes required to bill a customer for the services applied to them.Financial Management for IT Services Financial Management for IT is primarily concerned with understanding the true costs of IT services. and reporting procedures. more rational decisions on a consistent basis. by service. By providing accurate accounting for the costs of IT service delivery and by projecting future costs credibly. Key influence on strategic and tactical plans. Main Processes: Budgeting: The process of predicting and controlling the spending of money within the enterprise and consists of periodic negotiation cycle to set budgets (usually annual) and the day-to-day monitoring of the current budgets. billing. to a level of detail determined by the requirements of the analysis. . by activity). IT Accounting: The set of processes that enable the IT organization to fully account for the way its money is spent (particularly the ability to identify costs by customer.
this process generates recovery plans for providing service to agreed levels on an agree schedule. monitors infrastructure assets for availability and actively realigns or redeploys resources after an outage to achieve the best possible service levels. The IT Service Continuity Management process defines the procedures necessary for returning IT to agreed levels after an outage.IT Service Continuity Management Responsible for ensuring continued support of Service Level Agreements following interruptions and outages. Business Impact Analysis: Risk Analysis: Value of Assets Threats Vulnerabilities Risk Management: Countermeasures Planning for potential disasters Managing a disaster .
Automation is a critical element in the success of ITIL implementations. The benefits of using ITIL include reduced IT costs. improved IT customer satisfaction.ITIL processes represent a logical alternative. increased productivity and more effective utilization of IT human resources. . ITIL is a serves as a practical framework for raising and maintaining the quality of IT service management.
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