Library

ITIL

What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations. ITIL is published in a series of books, each of which cover an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC)

ITIL Fundamentals

Origins, development and governance

• Defining IT Service Management
• Reviewing the structure and scope of the Foundation Certification Examination
• People, process, technology and partners

The Five Core Processes

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Service Management as a Practice

Concepts of Service Management

• The efficient development of new services and the improvement of existing services
• Good practice
• Functions, Roles and Processes

The Service Lifecycle

• The ongoing design, development and utilization of services
• Utility and Warranty
• Service Design and the business
• IT and the business integration

ITIL v3 Core Concepts

Identifying and documenting the services

• Service Portfolio
• Service Catalogue
• Business case
• Risk
• Service model
• Service provider
• Supplier
• Service Level Agreement (SLA)
• Operational Level Agreement (OLA)
• Contract
• Service Design Package (SDP)

Data information and knowledge

• Configuration Management System
• Service Knowledge Management System (SKMS)
• Definitive Media Library (DML)

Optimizing the infrastructure

• Service Request
• Change and Release
• The seven Rs of Change Management
• Event, Alert and Incident
• Problem and Workaround
• Known Error and Known Error Database (KEDB)
• Service Measurement
• Availability
• Diagrams to illustrate the infrastructure

ITIL v3 Key Principles and Models

Service Strategy

• The three types of Service Providers
• Perspective, position, plan or pattern

Service Design

• Service Portfolio design
• Technology design
• Process design
• Insourcing, outsourcing and partnership

Service Transition

• The Service V model
• Business value, asset and configuration management

Service Operation

• Quality of Service vs. Cost of Service
• Reactive vs. proactive

Continual Service Improvement

• Plan, Do, Check, Act
• Business mission, goals and objectives

ITIL v3 Processes

The roles in Service Management

• Defining the market
• Strategic assets
• Service Level Management
• Information Security Management
• Supply Management

Resilience and reliability in Service Management

• Availability Management
• Event Management
• Release and Deployment Management

Service Management Functions and Roles

Outlining IT organization functions

• Service Desk function
• Technical Management function
• IT Operations function
• Process owner
• Service owner

Defining service roles

• Service Design roles
• Service Transition roles
• Service Operation roles
• Continual Service Improvement roles