Information Technology Infrastructure Library

(Professional Business Analyst Training organisation)

(Information Technology Infrastructure Library)

ITIL

What is ITIL?

ITIL is a set of best service management practices framework which consists of set of books called the IT Infrastructure Library that defines industry accepted best practices and approaches for the growth of IT Service and Management sector to provide improved customer relations and satisfaction.

ITIL framework provides explicit base for IT Service Management to effectively deliver high quality information technology (IT) services and customize the needs of the organization in an efficient manner.

Traditional BA (Waterfall) Agile BA

Requirements are documented in Use

Cases,Business Requirements, Functional

requirements, UI Specifications, Business Rules.

Requirements are documented in Epics, User

Stories and optionally Business (or Essential) Use

cases.

Focuses on completeness of requirement and

spends time in ensuring the requirement is

unambiguous and has all the details.

Focuses on understanding the problem and being

the domain expert so that s/he can answer

questions from the development team swiftly and

decisively.

Focuses on getting a ‘sign off’ on the requirements.

Focuses on ensuring the requirements meet the

currentbusiness needs, even if it requires

updating them.

Often there is a wall between the BA/Business and

the Development team.

Agile BA (Often called as Product Owner) is part of

the team.

Tends to dictate solutions.

Has to remain in the problem domain, leaving the

development team ‘space’ to explore different

solutions.

Long turnaround. Quick turnaround.

Focus on what the requirements document said. In

other words, output (Artifact) is a well written

thorough requirements document.

Focus on the functionality of the developed

software. In other words, output (Artifact) is the

software that meets thebusiness needs.

ITIL Roots

ITIL is already 25 years old, created by UK government in late 80's as an attempt to define standard and eventually "best" practices.

Earliest version/Version 1 - developed and released in late 80's - Version 1 had no central process model and were function based talking about groups of people doing jobs.

Version 2 - released in 2001- Version 2 projects effectual service support and service delivery with 7 core titles which in no-short time became most widely used IT service management best practice approach in the world.Version 3 - released in 2007- Version 3 embraced a life cycle approach to service management with more focus on business integration, strategy, outcomes and values.

List of organizations which has adopted ITIL are Shell, Hewlett Packard, IBM, NASA, British Airways, Disney, Microsoft etc.

ITIL Version3 (V3) Service life cycle The V3 Service life cycle titles and subjects are the latest practices being adopted in IT Service and Management sector.

ITIL V3 Service life cycle contains following 5 titles organized into life cycle approach.

1. Service Strategy2. Service Design3. Service Transition4. Service Operation5. Continual Service Improvement

1. Service Strategy:Service strategy defines intuition, guiding principles, blueprint for establishing IT services based on customer needs to achieve and sustain business objectives and values.

It helps to develop strategic assets, improved services, offerings and potential customers to identify market and the target area.

Service strategy has 4 processes namely

1. Strategy Generation2. Demand Management3. Service Portfolio Management4. Financial Management

2. Service Design :Service Design defines the design of new or changed business processes in accordance with the business requirements that going to get launch soon in the market.It's based upon the Service Strategy objectives and policies with an emphasis on people and processes.Risks are promptly identified and effectively managed in prior to allows substantial scope to

abate the risks efficiently.

Service design has 7 processes namely1. Service Catalogue Management 2. Service Level Management3. Supplier Management4. Availability Management5. Capacity Management6. Information Security Management7. IT Service Continuity Management

3. Service Transition :Service Transition make sure that the new or changed Service Strategy, business requirements are testified and approved to deploy service releases into operations successfully.It make sure that all the changes proposed in Service Design phase are realized absolutely.

Service design has 7 processes namely1. Transition Planning and Support2. Change Management3. Service Asset & Configuration Management4. Release and Deployment Management5. Service Validation and Testing6. Evaluation7. Knowledge Management Evaluation

4. Service Operation :Service operations proposes certain metrics, guidelines according to the service design and service transition to coordinate and carry out the activities and achieve efficiency and effectiveness in the delivery of managed services at agreed levels.Service operation creates better values to the consumers who utilizes services.

Service design has 5 processes namely1. Event Management2. Incident Management3. Request Fulfillment4. Problem Management5. Access Management

5. Continual Service Improvement :Continual Service Improvement scrutinize, evaluate and makes the necessary corrections and exhortation to the existing or new services and business process across the whole Service Life-cycle.It tries to keep on improving the strategies in all the stages of life-cycle approach.

Continual Service Improvement has 4 processes namely1. Seven Step Improvement Process2. Service Management Process

Measurement3. Service Reporting4. Service Improvement Plan

ITIL Benefits ITIL is most widely accepted and used best practice service management framework worldwide which provides improved customer relations and satisfaction.Better quality of service and reliability can be achieved.It provides cost escalation, risk management and priorities for improvement in a most efficient ways.

ITIL best practices reduces the support cost by 30%, increases value from service portfolio with reduced cost and risk.It provides users a better sophistication levels to the services, enquiries and complaints.It gives vast identification of areas for improvement and quality of IT-related information for optimal management and decision making.

It greatly helps an organization to improve resource utilization, decrease rework,eliminate redundant work, improve upon project deliverables and time.ITIL is one of the most well-defined processes which easily makes an individual to gain a better understanding of roles and responsibilities and how each of them can contribute to the success of IT and the business, which is a big added advantage.

It's a complete package in itself which provides exhaustive material to study and refer, proper training to get an edge on all the titles, supporting software tools and training certification to be a certified ITIL in a market.