IT Infrastructure Library Training Material Overview

Download Free IT Infrastructure Library Training Material Overview

What is ITIL?

ITIL was conceived in response to increased dependency on IT and the need for process standardization. ITIL is a set of detailed process guidelines, presented in a series of books, containing recommended global best practices, workflow, templates, and terminology, developed by the United Kingdom's Office of Government Commerce (OGC). The ITIL books are the only comprehensive, publicly available guidance for IT Management.

ITIL Processes

There are ten core modules that comprise the ITIL framework. They are grouped in two sets of five under Service Support and Service Delivery. Although ITIL is focused on service management, Asset Management and Configuration Management provide the foundation to all ITIL processes. It is important to note that all processes depend on continuous interaction with each other.

Service Desk (ITIL Function)

Unlike Service Support and Service Delivery, which are considered processes, the Service Desk is a function. The Service Desk is designed to be the main contact point between the end user and the IT organization the service supplier. The Service Desk is crucial to the whole concept of Service Management and is probably the most important function within the organization. For many end users, the Service Desk is their only source of interaction with the IT department and is the single view of professionalism offered by the entire IT organization.

Service Desk Goals:

- Provide a unified contact point for end user communication
- Align people, process and technology to support the business
- Increase end user satisfaction

Definition of Tool Categories

Process Management Tools

Process management tools refer to the management and tracking of status, assignments,
escalations, historical work conducted, and tasks associated with fulfilling work.

Analysis Tools

Analysis tools refer to presentation of relevant data enabling a detailed understanding of
metrics to assist in accurate completion of tasks.

Execution Tools

Execution tools provide the opportunity for individuals responsible for task completion to
utilize automated solutions to complete assigned tasks.

ITIL Process: Service Support

Service Support is comprised of five distinct, yet interdependent processes focused on ensuring
infrastructure availability and accuracy through execution and tracking of activities.

1. Configuration Management
2. Incident Management
3. Problem Management
4. Change Management
5. Release Management