ITIL Library

The ITIL Library has the following components:

The ITIL Core: best practice guidance applicable to all types of organizations who provide services to a business.

The ITIL Complementary Guidance: a complementary set of publications with guidance specific to industry sectors, organization types, operating models, and technology architectures.

The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach as required by the ISO/IEC 20000 standard specification:

üService Strategy

üService Design

üService Transition

üService Operation

üContinual Service Improvement.

ITIL Interfaces with other Guidance, Methodologies, Legislation or Standards like:

CMMI is a process improvement approach that provides organizations with the essential elements of effective processes that ultimately improve their performance across a project, a division, or an entire organization.

The Open Group Architecture Framework (TOGAF) is a framework for enterprise architecture which provides a comprehensive approach to the design, planning, implementation, and governance of an enterprise information architecture.

Tools and Architecture

Service Management

What is Service Management?

Service Management is a set of specialized organizational

capabilities for providing value to customers in the form of

services.

What is Service?

A service is a means of delivering value to customers by

facilitating outcomes customers want to achieve without the

ownership of specific costs and risks.

RACI Matrix

Activity	Director Service Management	Service Level Manager	Problem Manager	Security Manager	Procurement  Manager
1	AR	C	I	I	C
2	A	R	C	C	C
3	I	A	R	I	C
4	I	A	R	I

Function and Roles

What is a Function ?

A function is a logical concept that refers to the people and automated measures that execute

•a defined process or

•an activity or

•a combination of processes or activities

§

In larger organizations a function may be broken up and performed by several departments, teams and groups, or it may be embodied within a single organizational unit.

What is a Role ?

Roles are authority given to a person or group of people to execute an activity.

RACI Model is used as a technique to define roles and responsibilities

Process Automation

Automation of service processes helps in

§Improve Quality

§Reduce Costs and Risks

§Reduce Variation

To get the most benefit

§Simplify processes before automating them

§Clarify activities, information needs, interactions

§In self-service situations, reduce the contact users have with underlying systems and processed

§Do not be in a hurry to automate tasks and interactions that are neither simple nor routine.

Process - Definition and Characteristics

Process

üIs a set of structured activities which is designed to accomplish a specific objective.

üTakes defined inputs and turns them into defined outputs. 

üMay include roles, responsibilities, tools and management controls required to deliver the outputs

üDefinitions describe actions, dependencies and sequence.

üHelp organizations accomplish specific objectives--often across multiple functional groups.

üTypically do not have budgets and reporting structures.

Characteristics of Process:

The four characteristics of a process are

•It is measurable

•It delivers specific results

•Primary results are delivered to customers or stakeholders

•It responds to specific events