CIS 527



Lab 7 - ITIL

ITIL

  • Information Technology Infrastructure Library
  • Set of Standards and Best Practices for IT Service Management (ITSM)
  • Keep Systems Running & Customers Happy!

History

  • 1980s - Recommendations from UK Central Computer & Telecommunications Agency
  • 1990s - 30+ Volumes
  • 2000s - 9 "sets" of Guidelines
  • 2007 - 5 Volumes, 26 Processes (Version 3)

History

  • 2011 - Update to Version 3 From UK Office of Government Commerce
  • 2013 - Axelos Handles Licensing & Certification
  • 2018 - Working on ITIL 4

The Volumes

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

Image Source: Axelos

Image Source: Wikipedia

ITIL Restaurant

  • Strategy: Genre, Location, Future
  • Design: Menu, Hours, Staff, Training
  • Transition: Soft Open, Test, Validate
  • Operation: Entry, Order, Serve, Pay
  • CSI: Feedback, Trends, Adapt

Source: Paul Solis at Cask

ITIL Maturity Model

  1. Absence (Chaos)
  2. Initial (Reactive)
  3. Repeatable (Active)
  4. Defined (Proactive)
  5. Managed (Preemptive)
  6. Optimized

Source: Axelos

Why ITIL?

  • IT is Complex
  • User Needs are Changing
  • Satisfaction is Important
  • Bad Management is Expensive