Introduction To ITIL
- 1. Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009
- 2. What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287
- 3. Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538
- 4. Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536
- 5. Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535
- 6. “ IT Service Management,” or ITSM, is the study of IT in terms of the services it provides. http://www.flickr.com/photos/47568208@N00/148037316
- 7. The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.
- 8. One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement
- 9. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 10. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 11. Service Strategy Service Strategy Activities Service Portfolio Management Financial Management Demand Management
- 12. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 13. Service Design Service Catalog Management Service Level Management Availability Management Capacity Management Information Security Management IT Service Continuity Management Supplier Management
- 14. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 15. Service Transition Change Management Release and Deployment Management Service Asset and Configuration Management Knowledge Management Service Validation
- 16. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 17. Service Operation Access Management Event Management Incident Management Problem Management Request Fulfillment
- 18. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 19. The Six-Step Improvement Model
- 20. ITIL’s Service Lifecycle 5. Continual Service Improvement
- 21. What have we done at WFU?
- 22. We created a change management procedure. Receive Classify Analyze
- 23. Approve Build Test Schedule Implement Review Close
- 24. We created a technical service catalog. CAMPUS WIDE APPLICATIONS BANNER SERVICES ADMINISTRATION DEPARTMENTAL APPLICATIONS MONITORING SECURITY AND ACCESS OTHER PHYSICAL INFRASTRUCTURE DATA STORAGE AND RECOVERY WIN SERVICES CONNECTIVITY ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION TELECOMMUNICATIONS Unified Messaging Voice Over Internet Protocol (VoIP) Voicemail Basic Telephone Service Automatic Call Distributor (ACD) Long Distance Service Telephone Menus DEDICATED TECHNICAL SUPPORT
- 25. Where can you go to learn more? ITIL Foundations Training itSMF Central Carolina Local Interest Group University ITSM Web Site http://itsm.is.wfu.edu
- 26. Other questions?