Basic Introduction on ITIL with brief discussion on Incident Management Parameters and RACI Model.

1. ITIL®
- Key Concepts

2. What is ITIL ?
 Framework of Best Practices
 Founded by OGC (Office of Government Commerce), UK
2
Service Level
Management
Financial
ManagementAvailability
Management
IT Service Continuity
Management
Capacity
Management
Service
Delivery
Service
Desk
Change
Management
Release
ManagementIncident
Management
Configuration
Management
Problem
Management
Service
Support

3. Incident Management
3
Incident ?
Any event which is not part of
standard operation and may cause
and interruption/reduction in
quality of service.

4. Incident Management - Parameters
4

5. RACI Model
Responsibility - Person responsible for executing the task. Should be atleast 1.
Accountability - Person accountable for the task. Should be atleast and utmost 1.
Consulted - Person consulted for advice or know-how.
Informed - Person informed about the whereabouts and updated on status.
This is a tool for assigning four key roles to any important task or activity.
5

6. Example for RACI Model
Tasks
Developer TeamLead Functional Manager
Gathering business requirements
from Customer
I R/A C
Development and requirement
validations
R A C I
Testing and documentation R R/A C I
Project planning and management I R R A
6

7. Questions ?
7
Email Us @ support@architectsap.com

8. Email:
support@architectsap.com
Corporate URL:
www.architectsap.com
Worldwide Offices:
USA (Dallas)
India (Pune)
Partner Offices:
Monterrey (Mexico)
Frankfurt (Germany)
Stockholm (Sweden)