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
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
- Absence (Chaos)
- Initial (Reactive)
- Repeatable (Active)
- Defined (Proactive)
- Managed (Preemptive)
- Optimized
Source: Axelos
Why ITIL?
- IT is Complex
- User Needs are Changing
- Satisfaction is Important
- Bad Management is Expensive