ITIL

ITIL IntroductionOverview                                                                                                        Governance and Practice                                                                               IT Service Management            &nb…

 What are the ITIL® Processes and Functions? ITIL courseITIL® Processes and FunctionsWithin ITIL®, the processes are distributed over the five books:• Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals• Service Design: Designing the services with utility and warranty objectives in mind• Service Transition: Moving services into the live production environment• Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved• Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectivesService Lifecycle – Decision LevelsThree levels are identified in the decision-making process in an organization.• Strategic level: Refers to the decisions made for the long term, to achieve goals and objectives. At a strategic level, communication is usually the responsibility of higher IT management, the CIO…

Service LifecycleApproachThe Service Lifecycle is an organizing framework that provides control between various functions and processes and how they inter-related with one another. The lifecycle acts as a guideline on how the organization’s lifecycle work and where functions and processes belong within and across the lifecycle.Focus on a Service LifecycleThe concept of the Service Lifecycle is fundamental to the refresh of ITIL® 2011 Edition. Previously in ITIL® v2, the focus of ITIL® was on the processes.As a result of this previous focus on processes, version 2 of the ITIL® Framework provided best practices for ITSM and addressed the HOW questions. These included:• How should we design for availability, capacity and continuity of services?• How can we respond to and manage incidents, problems and known errors?ITIL® now focuses on the WHY questions as well. These include:• Why does a customer need this service?• Why should the customer purchase services from us?• Why should we…

Explain RACI Model in ITIL ?It is important to understand who plays the role of decision-making and what the types of responsibilities involved are. The RACI Model helps to define these responsibilities:• Responsible: The person or people responsible to get the job done.• Accountable: The person accountable for each task performed.• Consulted: The person whom others come to for consultation and advice.• Informed: The people who are informed about the progress.ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course

ITSM Process DiagramA process is said to be in effect when one or more inputs are transformed into outputs. For inputs to be processed into outputs, enablers and control are essential.A process includes all of the roles, responsibilities, tools, metrics and management controls required to reliably deliver the outputs.Each process should be owned by a Process Owner who is responsible for the process, its improvements and ensure that the process meets its objectives. Each process may also have a Process Manager who is responsible for the operational management of a process. There may be several managers for the one process and they will report to the process owner.Process Enablers are the process assets, resources and capabilities.Process Control is defined as the activity of planning and regulating a process, with the objectives of performing a process in an effective, efficient and consistent manner.Processes, once defined, should be documented and controlled, once under contro…

Benefits of IT Service Management as per ITIL ? ITIL course  Benefits of IT Service ManagementIT Service Management is able to produce the following results:• Improve quality service provision• Cost-justifiable service quality• Service that meet business, customer and user demands• Integrated centralized processes• Everyone knows their role and knows their responsibilities in service provision In order to determine whether an IT Service Management is necessary, an organization must first answer the following questions:• Do the IT services align with the business requirements?• Are the customers satisfied with the IT services?• Are the customers provided with IT services that match THEIR needs?• Is there any risk that the customers will shop elsewhere?• Are there appropriate levels of security?• How would the IT department fare in an audit?• What would happen to the IT services in a contingency situation?• Is the IT department proactive or reactive?• Are changes reques…

Internal and External customers  :There is a difference between customers who work in the same organization as the IT service provider, and customers who work for another organization. They are distinguished as follows:Internal customersThese are customers who work for the same business as the IT service provider. For example, the marketing department is an internal customer of the IT organization because it uses IT services. The head of marketing and the chief information officer both report to the chief executive officer. If IT charges for its services, the money paid is an internal transaction in the organization’s accounting system, not real revenue.External customersThese are customers who work for a different business from the IT service provider. External customers typically purchase services from the service provider by means of a legally binding contract or agreement.Internal and External ServicesInternal services are delivered between departments or business unit…

Why is ITIL successful?ITIL embraces a practical approach to service by adapting a common framework of practices that unite all areas of IT service provision towards a single aim – that of delivering value to the business.Vendor-neutralITIL service management practices are applicable in any IT organization because they are not based on any particular technology platform or industry type. ITIL is owned by the UK government and is not tied to any commercial proprietary practice or solution.Non-prescriptiveITIL offers robust, mature and time tested practices that have applicability to all types of service organizations. It continues to be useful and relevant in public and private sectors, internal and external service providers, small, medium and large enterprises, and within any technical environment.Best practiceITIL represents the learning experiences and thought leadership of the world’s bestin-class service providers.ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - …

What is Governance and Practice in ITIL ?Governance and PracticeGovernance and practices serve as guidelines and benchmarks that IT organizations can adopt to ensure that their business performance remains competitive and are performed accordingly.Governance is a platform used to ensure proper implementation of policies and strategy. It defines roles, responsibilities and standards that should be applied in the business environment. There are two important types of governance in IT:• Corporate Governance: “The ethical behavior by directors or others in the creation and preservation of wealth for all stakeholders.” The Sarbanes-Oxley Act (SOX) of 2002 is an example of measures that has been taken to avoid fraudulent behavior by corporate giants.• IT Governance: “An integral part of corporate governance that ensures that the organization’s IT sustains and extends the organization’s strategies and objectives.” There are rules and regulations that IT must comply to and IT…

What is IT?The definition of Information Technology (IT) changes with context:IT as an Organization: As an internal unit or function of the enterprise or commercial service provider. It is an organization with its own set of capabilities and resources.There are three types of Service Providers:• Internal Service Provider: A Service Provider that is part of the same Organization as its Customer.• Shared Services Unit: A Service Provider that caters to more than one business units to minimize costs and risks (e.g. network, security, scripting, and migration).• External Service Provider: A Service Provider that is part of a different Organization as its Customer. Also known as external supplier (e.g. outsourcing vendors).IT as a Component: As components of systems and processes, IT systems, applications and infrastructure are components or sub-assemblies of a larger product. They enable or are embedded in processes and service.IT as a Service:IT may be a shared category of se…