ITIL Foundations

Course

ITIL is a registered trade mark of the Cabinet Office

Copyright and Acknowledgments

ITIL is a Registered Trade Mark of the Cabinet
Office

The Swirl logo is a Trade Mark of

the Cabinet Office
The ITIL Accredited Examination Institute logo is a
trade mark of the Cabinet Office

Introduction to ITIL

In This Lesson
What is ITIL?
ITIL Benefits
Understanding ITIL Certification Levels
Defining IT Service Management
What is the Purpose of Service Management?

What is ITIL?

ITIL - Information Technology Infrastructure

Library
An integrated best practice framework for managing the IT Service
Lifecycle or IT Service Management
Comprised of 2 components:
Core - 5 publications representing the 5 stages of the IT Service Lifecycle
Complimentary guidance industry or sector specific guidance
(www.bestpracticelive.com)

Describes what to do, not how

What is ITIL?

The history
Commissioned by UK's Office of Government
Commerce (OGC) (now The Cabinet Office)
Mid 1980's
1989 ITIL became publicly available
2000 and 2001 ITIL v2 books: Service Support and Service Delivery
published
2007 ITIL v3 released
2011 ITIL 2011 released
** The original version of ITIL in the 1980s was commissioned by CCTA (Central Computer and
Telecommunications Agency), not OGC. OGC absorbed CCTA.

ITIL Benefits

What are the benefits of ITIL?

Increased user and customer satisfaction with IT services
Improved service availability, directly leading to increased business
profits and revenue
Financial savings from reduced rework, lost time, improved resource
management and usage
Improved time to market for new products and services
Improved decision making and optimized risk

Understanding ITIL Certification Levels

There are four levels of qualifications within the

scheme:

ITIL
ITIL
ITIL
ITIL

Foundation in IT Service Management

Intermediate Level
Expert
Master Qualification

Crown copyright 2013 Reproduced under license from the Cabinet Office

The Parties Involved in ITIL

ATOs are accredited organizations that are accredited by certifying
bodies (TrainSignal is an ATO)
APMG International is a certifying body for ATOs and an examination
institute
The Cabinet Office of the UK government owns the intellectual capital
of ITIL
The Stationery Office (TSO) publishes the ITIL publications and
distributes them through resellers such as Amazon.com and
www.tsoshop.co.uk

Defining IT 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

Relates to business objectives

Provides value for customers
How to deliver on objectives
Transform resources into services

Services and Systems

What is a service?
A means of delivering value to customers by facilitating outcomes
customers want to achieve without the ownership of specific costs and
risks
Delivered as a whole package, not individual components

Service examples:
Hospital billing system
Cellular phone service
The electric company

Services and Systems

What is a system?
A number of related things that work together to achieve an overall
objective
For example:
A computer system including hardware, software, and applications
System are interchangeable

A Service A System

What is the Purpose of Service Management?

The primary objective of Service Management is to

ensure that IT services are aligned to business
needs
The changing role of IT

IT was traditionally a segmented part of an organization

IT can no longer operate as a separate entity
IT must become more tightly integrated with the business, ensuring support
of business processes

IT Service Management

What is Service Management?

IT Service Management (ITSM) is a set of specialized organizational
capabilities for providing value to customers in the form of services

IT Service Management: The implementation and

management of quality IT services that meet the
needs of the business
ITSM is performed by IT service providers through an appropriate mix
of people, processes and information technology
IT Service provider: A service provider that provides IT services to
internal or external customers

ITIL Terminology
Term

Meaning

ITIL

IT Infrastructure Library - An integrated best practice

framework for managing the IT Service Lifecycle or
IT Service Management

Service Management

Service Management is a set of specialized

organizational capabilities for providing value to
customers in the form of services

Service

A means of delivering value to customers by

facilitating outcomes customers want to achieve
without the ownership of specific costs and risks

System

A number of related things that work together to

achieve an overall objective

In This Lesson
What is ITIL?
ITIL Benefits
Understanding ITIL Certification Levels
Defining IT Service Management
What is the Purpose of Service Management?