Introduction to ITIL

IT Infrastructure Library V2/V3 and IT Service Management discussions
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Introduction to ITIL

Post by ManU » Tue Oct 13, 2009 9:57 am

Introduction to ITIL
The Information Technology Infrastructure Library (ITIL) describes strategies for implementing a cohesive management approach to address business and technology drivers. ITIL is not a procedure manual, nor does it provide solutions to specific technical problems. Instead, it provides an organization with a set of broad tools and a mindset for how to address IT management.

A key element of ITIL is that it is both vendor‐ and solution‐agnostic. That is, the practices encouraged by ITIL can be applied across the board regardless of the underlying operating system (OS), middleware choice, or client toolset. Indeed, this is one of the most important ideas behind ITIL—it’s not the technology, but the management strategy that makes IT successful.

Although ITIL v3 was released in 2007, ITIL v2 is widely supported and is standard for most organizations.

Service Support
This set revolves around the on‐the‐ground needs of an IT organization such as how to manage incidents, changes to the environment, and deploying new services. This paper begins by covering the actual support requirements for an IT organization:

• Incident Management
Solving incidents and restoring services quickly.
• Problem Management
Solving root cause problems to prevent future incidents.
• Configuration Management
Maintaining all necessary information about services, service components, and relationships.
• Change Management
Controlling the implementation of changes in the infrastructure.
• Release Management
Controlling the rollout of new releases in the infrastructure.

Service Delivery
The ITIL Service Delivery Set involves the management of IT services and management practices which ensure that IT services are provided as agreed between a Provider and Customer. The set includes:
• Service Level Management
Defining and implementing agreements for service delivery between an IT organization and customers.
• Financial Management for IT Services
Ensuring the proper management, maintenance, and financial operation of IT.
• Capacity Management
Optimizing capacity to meet service requirements at an acceptable cost.
• Availability Management
Ensuring the availability of IT resources to meet agreed upon service levels.
• IT Service Continuity Management
Defining and maintaining appropriate Disaster Recovery plans for IT.
• Security Management
Ensuring the proper access to services as defined by agreements and industry best practices
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