ITIL Overview

Information Technology

Infrastructure Library

Ezequiel CorneroApril 12, 2007

Definition

“ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.”

Objectives

• Align IT services with current and future needs of the business and its Customers.

• Improve the quality of the IT services delivered.

• Reduce the long-term cost of service provision.

• Comply with federal regulations

Background of ITIL

Continuous Improvement Model

P D

CA

Quality Im

provement

ITIL

PlanDo

CheckAct

Benefits of Implementing ITIL

ITIL Processes

The 10 ITIL Processes

1. Incident Management

2. Problem Management

3. Change Management

4. Release Management

5. Configuration Management

6. Service Level Management

7. Financial Management for IT Services

8. Capacity Management

9. IT Service Continuity Management

10. Availability Management

ITIL MyLearning Courses

ITIL MyLearning Courses

Questions ?

Thanks!!