ITIL Foundation Key

Takeaways
 What is ITIL?
• ITIL stands for Information Technology Infrastructure Library.

• Align IT processes with the business goals.

• ITIL is Vendor-Neutral, Non-Prescriptive and Best-Practices.

• It is a Framework.
 5 Stages of Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
Service Lifecycle Approach
 Service Strategy (SS)

This is the core stage of the lifecycle and

aims at ensuring that the project strategy is defined,
maintained and further implemented.
 Service Design(SD)

It avails the guidance about designing and

development of the services, along with the ITSM processes
in support to the service strategies developed
in the previous stage.
Service Transition(ST)

This stage aids in learning the managers

and IT professionals to handle the changes
in an effective manner.
 Service Operation(SO)

This Stage Administers the guidance

about practical aspects of everyday business operations.
 Continual Service Improvement(CSI)

This stage is termed as the assessment phase,

as there is always a scope of improvement in the services with time.
 Continual Service Improvement(CSI)

• The Deming Cycle – PDCA

 Continual Service Improvement(CSI)

• CSI Approach
Lifecycle Phase Processes
Service Strategy Demand management
Financial management
Service portfolio management
Business relationship management
Service Design Service Level Management
Service Catalogue Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Design Coordination
Lifecycle Phase Processes
Service Transition Change Management
Service Asset and Configuration Management
Knowledge Management
Release and Deployment Management

Service Operation Event Management

Incident Management
Problem Management
Request Fulfillment
Access Management
Continual Service The Continual Improvement Process
Improvement
 Key Takeaways …. (How To Achieve?)

• Stronger alignment between IT and the business

• Improved service delivery and customer satisfaction
• Reduced costs through improved utilization of resources
• Greater visibility of IT costs and assets
• Better management of business risk and service disruption or failure
• More stable service environment to support constant business change
 Quality Of Program

• Foundation Of ITIL concepts

• First Level to ITIL
 Example: ITIL Principles in Service Desk
Service Strategy :
• Service Desk Architecture
• Location of Service Desk
• Determining Staffing Levels
 Example: ITIL Principles in Service Desk
Service Design:
• Integrate Asset Management System with
Help Desk Software
• Real-time Reporting Features
• Integrate the Change Management System
with Help Desk Software
• Implement Service Request Automation Processes
 Example: ITIL Principles in Service Desk
Service Transition:
• Web-Based Knowledge Base Tool
Service Operation:
• Splitting Requests and Incidents
• Establish Service Desk Metrics
Continual Service improvement:
• Take Regular Customer Feedback
Thanks