INFORMATION

TECHNOLOGY
INFRASTRUCTURE
LIBRARY
IT SERVICE MANAGEMENT
PREPARED BY: ENGR. JEPP QUIJANO
WHAT TRIGGERED THE ITIL
TO START?
BRIEF HISTORY OF ITIL

 ITIL was created in the 1980's by the UK

governments CCTA (Central Computer and
Telecommunications Agency) with the objective of
ensuring better use of IT services and resources.
 Earliest version of ITIL was actually originally
called GITIM, Government Information Technology
Infrastructure Management.
BRIEF HISTORY OF ITIL

 Adopted by large companies and government

agencies in Europe in the early 1990’s.
 In year 2000, the CCTA merged into the OGC,
Office for Government Commerce and in the same
year, and Microsoft used ITIL as the basis to
develop their proprietary Microsoft Operations
Framework (MOF).
BRIEF HISTORY OF ITIL
 In 2001, version 2 of ITIL was released.
 In 2007 version 3 of ITIL was published and this
adopted more of a lifecycle approach to service
management, with greater emphasis on IT
business integration.
 The latest ITIL version was released last February
2019.
 WHAT IS INFORMATION
TECHNOLOGY INFRASTRUCTURE
LIBRARY?
WHAT IS ITIL?

ITIL is a management framework that shows

the best practices for IT service
management.
ITIL is also a library, publication or set of
documents that talks bout the 5 core stages
of IT service management.
IT SERVICE MANAGEMENT
 specialized organizational capabilities to provide
value to customers in a form of services.
 ITSM is the implementation and management of
quality IT services that meet the needs of the
business.
 ITSM is performed by IT service providers through
an appropriate mix of people, process and
information technology.
FIVE (5) CORE BOOKS OF ITIL

Service Service Service Service Continual

Service
Strategy Design Transition Operation
Improvement
BASIC TERMINOLOGIES USED
IN ITIL FOUNDATION
BASIC TERMINOLOGIES
Information Technology
 the study or use systems in processing,
storing, retrieving and sending of information.
Management
 a noun used to indicate the process for
managing, training, or directing.
BASIC TERMINOLOGIES
Framework
 predefined model or structure that you may or
may not use in order to organize a certain task or
work.
Baseline
 it refers to the starting point or reference point
used for getting back to.
BASIC TERMINOLOGIES

Business Case
 it refers to the document or planning tool for
justification of spending money.
Capabilities
 it refers to the ability to carry out activities.
BASIC TERMINOLOGIES
Functions
 it is composed of important people, and the tools
they used to carry out processes and/or activities.
1. Service Desk Management
2. IT Operations Control
3. Applications Management
4. Technical Management
BASIC TERMINOLOGIES
Processes
 these are coordinated activities which goal is to
produce an outcome.
Process Owner
 the person responsible for making sure that the
process is doing what it is supposed to do.
BASIC TERMINOLOGIES
Process Manager
 the person responsible for the operational
management of the process.
Resources
 it can be anything from the IT infrastructure,
people, money or capital.
BASIC TERMINOLOGIES

Service/s
 it refers to the means to deliver value.
Service Owner
 the person responsible for delivering the
service.
IT SERVICE MANAGEMENT
AND SERVICES
ITIL FOUNDATION

Organization
Core Business Processes
IT Service Organization
IT Service Management
IT Technical
ADVANTAGES OF ITSM
Organization will have:
 better quality service provision
 a design of services that meet the end users
demands without the ownership of costs and/or
risks.
 integrated and centralized processes
 continual service improvement.
PROCESSES AND FUNCTIONS
PROCESSES

 A structured set of activities designed to

accomplish a specific objective.
 A process can take one or more defined
inputs and turns them into defined outputs.
FOUR ATTRIBUTES OF PROCESS

1. Trigger
2. Activities
3. Dependencies
4. Sequence
QUALITIES OF A PROCESS

1. A process can be measured.

2. A process has specific results.
3. A process meets expectations.
4. A process has different triggers.
PROCESS ROLES
1. Practitioners – primary person who executes
the activities/process in order to accomplish a
task.
2. Process Manager – person who oversees
certain things.
3. Process Owner – person accountable for
making sure the process is fit for the purpose.
FUNCTION
 grouping of roles that are responsible for
performing a defined process or activity.
1. Service Desk
2. IT Operations Control
3. Applications Management
4. Facilities Management
5. Technical Management