Introduction to ITIL

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Introduction to ITIL
A guide to learn ITIL
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Guintech Informatique
Tana Guindeba
Jr Engineer
April 2014

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ITIL
Definition:
ITIL for Information Technology Infrastructure Library, is a set of
documents that contain good practices for information systems
management.
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ITIL
Origin:
ITIL has its origins in Great Britain, specifically the British
Office of Government Commerce. ITIL has quickly got success
worldwide according to its results and the accession of large
private and public enterprises. The original version of ITIL did
not consider the technical side of IT. From third version, its
scope has been revised and several key aspects in the
organization are concerned. Many departments and agencies of
the Government of Quebec and the federal government of
Canada make use of ITIL as a reference in IT Service
Management.
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Why to use ITIL?
Good organization of information system (IS)
Provide Good quality IT services
Minimize the cost and risk (zero risk does not exist!)
Improve the effectiveness of IS and IT services (efficiency)
Satisfaction of users (employees and external customers)
Better use of the skills and the experience of workers
Standards and guides, tested and proven good practices
…etc.
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Some ITIL terminologies
Event :
Detectable or discernable occurrence, a change of state that has
considerable importance to the management of an IT service.
Incident:
Unforeseen deterioration or interruption to an IT service.
Problem:
The cause of one or more incidents. The cause may not be
known at the moment of the problem registration.
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Function:
Organizational unit specialized in the production of certain
types of work and responsible for specific results.
Example: Function service center (or technical support)
Role:
Set of responsibilities, activities and authorities granted to a
person or a group of persons.
Example: A manager of a service or a process owner has role
and responsibilities.
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Process:
Series of activities realized by using resources (personnel,
equipment, materials, information) to transform inputs into
outputs elements and its final expected result is a product or a
service.
Example: process of public tender, chocolate manufacturing
process, major incidents management process, ...
Procedure:
Set of tasks and activities that help to realize the process.
Procedures must be followed to achieve the desired outcome of
the process. It’s the “how” of the “what” defined in the process.
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We have three categories of activities:
oValue added : Directly useful to the client.
o Business value added: useful / requirement for business only.
oNon value added : useless, pur waste.
In continual improvment of process and service, we aim to
minimise the BVA and elimate the NVA.
Service: It is a way to provide value to customers.
According to ITIL, service value is a function of two things:
Utility : The service fit customer’s needs and expectation.
Warranty: The service is fit for use. Ensures the availability,
capacity and security.
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ITIL Service Lifecycle
The full life cycle of ITIL consists of five steps:
1. Service Strategy : It is the phase in which the objectives are
determined and decisions are made. The hierarchy is much
more involved in this phase.
2. Service design : The design phase for the development of
services based on the strategic vision. The design aims to meet
present and future business. Converts the strategic goals into
services available within a portfolio of services.
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ITIL Service Lifecycle
3. Service Transition : the phase of development and
improvement of skills to implement the new or modified
services.
4. Service Operations: Phase of fulfillment, of services
production and support to business users and customers
according to the agreements.
5. Continual Service Improvement: The phase which ensures
the conservation of value for customers, by keeping services up
to date and aligned with the business.
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ITIL processes & functions
ITIL 2001 Edition: 26 processes and 4 functions.
Service Strategy:
1. Strategy management for IT services (concepts, market,
offers, assets)
2. Service portfolio management (service identification,
description, evaluation, selection)
3. Financial management for IT services (Account, Budget,
Charging)
4. Demand management (understand, involve demand)
5. Business relationship management ()
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Service Design :
1. Design coordination
2. Service catalogue management (catalogue contain mngt)
3. Service level management (agreement about the service)
4. Availability management (service matches at least the
customer’s aspectation)
5. Capacity management (available as needed, when needed at
acceptable cost)
6. IT service continuity management
7. Information security management
8. Supplier Management
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Service Transition Processes:
1. Transition planning and support
2. Change management
3. Service asset and configuration management
4. Release and deployment management
5. Service validation and testing
6. Change evaluation
7. Knowledge management
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Service Operation: Five processes
1. Event management (detect, analyse, action )
2. Incident management (restore normal service asap)
3. Request fulfillment (Frequent requests, such as password
reset, new account,..)
4. Problem management (stop recurring incidents,
prevention,…)
5. Access management (security policies, rights,
Restricting,…)
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Service Operation: Four functions
1. Service Desk (single point of contact)
2. Technical Management (knowledge, R&D, Guidance, …)
3. IT Operations Management (failure, control, infrastructure,
documentation,…)
4. Application Management (knowledge, expertise, design,
development, training,…)
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Continual Service Improvement Processes (CSI):
Seven-step improvement process
•deming wheel: Plan / Do / Check / Act
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Responsibility assignment matrix
RACI is a two-dimensional array indicating the roles and
responsibilities of those who work in the processes, and activities.
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RACI
Image: sqew.blogspot.ca

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Responsibility assignment matrix
It provides a clear vision and with no redundancy of “who does
what” in the organization. Example: A sofware
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Person
Activity Tana Pascale Kathlen Dina Denis
Definition A R I I I
Design I A R C C
Development I A R C C
Testing A I I R I
Sale C C I R A
For the definiton phase, Tana is Accountable, Pascale is Responsible
to do the jobe, while the others are just informed of it.

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ITIL maturity model
There are six levels of maturity in IT Service Management
Level 0: No management exist, its utility is not known
Level 1: Necessity realyzed and steps are undertaken
Level 2: Ad-hoc measures exist
Level 3: Processes are defined and measured
Level 4: Processes are regularly measured
Level 5: Processes are continuously improved (CSI)
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Very few organizations have the level 5. Having the level 3 is
enough encouraging.

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ITIL Certification
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Guintech Informatique image Source : www.itilv3.net

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ITIL Certification
Fondation: does not require in class course. One can pass the
exam after a period of self study.
Intermediate : Requires at least 21h of courses from an
accredited center. There are two possible courses, in addition to the
"management throug the life cycle" that leads to ITIL expert level.
Expert: with this title, one can teach the foundation level
Advanced: Advanced professional level of ITIL Services
Management.
Passing from ITIL V2 to ITIL V3 certification requires
examination.
From ITIL V3 to ITIL 2011, there is not need to pass exam, but
Self upgrade is recommended.
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Thank you!
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Guintech Informatique Image: quebec.huffingtonpost.ca Carnaval of Québec

Introduction to ITIL

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