Information Technology Infrastructure Library

MODULE 1
ITIL is recognized worldwide as a best-practice approach for delivering IT services and IT
Service Management.
ITIL has become the choice of industry leaders worldwide – from small and medium sized
enterprises to large corporations.
ITIL delivers a cohesive set of best practices.
Benefits:

ITIL was initially developed in the 1980s by UK government agency – CCTA.

Since 2014, ITIL is governed by Axelos Global Best Practice a joint venture between UK
and Capita Plc.
Versions:
ITIL v1 : 1980’s
ITIL v2 : 2001
ITIL v3: 2007
ITIL 2011
Key Characteristics:
Vendor Neutrality
Non Prescriptive
Best Practices Framework
Core Concepts
Services and Services Assets
A Service is defined as a means of delivering value to the customer by facilitating outcome
the customer wants to achieve, without the ownership of cost and risk, i.e. E-mail service.
Service Assets consists of resources and capabilities of the organization used to deliver
value in form of services.
Services:
Core Services
Enabling Services
Enhancing Service

Internal Service and External Service

Service Provider is an organization that supply services to one or more internal or external
customers.
Service Package is a combination of core, enabling and enhancing services that are offered
together to the customer.
Service Provider can be classified as Internal, Shared, External.
Service Management:

Stakeholders:
A Stakeholder anybody who can affect or is affected by an organization, project or services.
Key Stakeholders are:
Customer, User, Supplier, Service Provider
A process is defined as a structured set of activities designed to accomplish a specific
objective. A process takes one or more defined inputs to convert into defined outputs.
Process is:
Measurable, delivers specific results, delivers primary results to customers or stakeholders,
responds to specific events.
Function and Roles:
Function is an organization entity, typically characterized by a specified area of knowledge
or experience.
A team or a group of individuals along with the tools or other resources used to carry out
one or more processes or activities.
A role is the park or task a person has in any particular activity.
A role is defined in a process or function a one individual or team can have multiple roles.
MODULE 2
ITIL Lifecycle
Planning > Designing > Building Infrastructure > Delivering > Receiving Feedback
Service Lifecycle defines various stages in the life of a service. It covers all the stages from
planning to retirement of services.
ITIL lifecycle focuses on managing IT services across five lifecycles stages which are
strategy, design, transition, operation and continual improvement. This is known as Service
Management Cycle. It emphasizes on coordination and control across various function,
processes and system necessary for end-to-end management of IT services.
Significance:

Stages:

Services strategy defines how the Service Provider will use services to achieve business
objectives of its customers. It establishes the policies and objectives of service
management.
Purporse and Objectives:

Scope and Value

Service Design provides a holistic approach to all aspect of design of new or changed
service for introduction into the live environment.
Purpose and Objectives

Scope and Value

Service transition manages planning, development and implementation of new or changed
services into the live environment.
Purpose and Objectives

Scope and Value

Service Operaton coordinates and executes processes and day-to-day activities to deliver
and maintain services at agreed levels.
Purposes and Objectives

Scope and Value

Continual Services Improvement (CSI) aims to continually align and realign IT services to
charging business needs by identifying and implementing improvements that support
business objectives.
Purpose and Objectives
Scope and Value

Processes and Functions across the lifecycle stages

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MODULE 3
Key Concepts
Services Strategy is the hub that drives the lifecycle. It is about the selection of service as
Service Provider will offer to customer.
1. Utility and Warranty
Customer’s perception on service value is described in terms of combination of the two
components namely Utility and Warranty.
Utility is the functionality offered by a product or service – fit for purpose.
Warranty is a promise or guarantee that a product or service will meet its agreed
requirements.
Value Creation – Utility and Warranty must bot be offered for a service to offer value
delivery.
2. Value Creation
Is based on the curstomer’s perception of the service provided.
Value creation is the basis for differentiation in the market space. Therefore, a Service
Provider must ensure that the customer understands the service value.

A Delivery Model represents different service sourcing strategies. Customers choose

service delivery models based on various factors such as cost, technical skills and so
on.
 Insourcing, Outsourcing, Co-sourcing

Partnership or Multi-Sourcing, Business Process Outsourcing (BPO), Application Service

Proviation, Knowledge Process Outsourcing (KPO)

3. Pattern of Business Activity (PBA)

4. Delivery Model
5. Service Model
Service Model is a representation that shows how service assets interact with customer to
create value.
Service Model defines the structure and dynamics of a services in the service design phase.

6. Governance
Is the single overarching area that ties IT and business together Defines common directions,
policies and rules for the business and IT.
 7. Business Case and Return of Investment (ROI)

8. 4 Ps
Perspective, Position, Plan, Pattern
Describe four forms of strategy that should be part of strategy definition.

9. Risk Management
Risk is an event or condition for which the outcome is uncertain – positive or negative.
Positive risks are called opportunities and negative risk are called threats or vulnerabilities.
ITIL suggest risk management to identify, asses and control negative risk.

10. Business Case

Process in service strategy lifecycle stage are as follows:

Strategy Management for IT Services SMITS is the process that defines and maintains the
perspective, positions, plans and patterns of a Service Provider. It makes sure the Service
Provider can meet its customer’s needs and be successful.