Itil presentation(foundation level) by waheed khan

©2014 The Emirates Group. All Rights Reserved.

Information Technology Infrastructure Library – ITIL(Foundation Level)

Presented By : Waheed Khan


WIFFM


What’s in it for me• What is ITIL - Best Practices methodology

for managing IT Services. Also it means delivering value

• What does it focuses on – Focuses on IT Services

• Key benefits of adopting ITIL – Providing guidance to the organizations

• Who is adopting it – NASA/Disney World/HSBC/Emirates Airlines

• How does it work – Building your dream home


A Brief list of ITIL Milestone defined


Levels of Certifications


ITIL Core Concepts• Services• Service Management• ITIL as a good practice framework• Processes• Functions• Roles• Service Life Cycle


Services• Means of delivering value to the

customers without requiring the customer to own specific cost and risk!


Service Management• Set of specialized capabilities for

delivering value to customers in the form of services

• ITIL is the framework for IT Service Management


ITIL – Good Practice Framework• What are good practices?

- Practices widely accepted and adopted- May come from number of sources

including:- Standards- Public Frameworks- Academic Research- Proprietary knowledge


Roles• Collections of specific responsibilities and

privileges• Standard roles include…


Process• Structured set of

activities• Four basic

characteristics– Transform inputs in to

outputs– Deliver results to

specific customer or stakeholder

– Measurable– Triggered by specific

events


Functions (related to Service Management)

• Self contained subsets of an organization– Intended to accomplish

specific task• Take the form of a team or

group of people and the tools being used

• Add structure and stability to the organization

• Supported by budget and reporting structures


Components of ITIL Framework• Service Strategy• Service Design• Service Transition• Service Operations• Continuous Service

Improvement(CSI)• ITIL - Explained si

mple

http://infospace.emirates.com/teamsites/EG-IT/ITCS/CSS_Dubai/Airport/CA%20Repository/ITIL%20Real%20life%20Video(Example)/ITIL%20-%20A%20Simple%20Explanation.mp4

http://infospace.emirates.com/teamsites/EG-IT/ITCS/CSS_Dubai/Airport/CA%20Repository/ITIL%20Real%20life%20Video(Example)/ITIL%20-%20A%20Simple%20Explanation.mp4


Service Strategy• Service Portfolio Management• Demand Management• Finance Management


Types of Services• Core Services• Enabling Services• Enhancing Services


Service Design• Service Level Management• Service Catalogue Management• Availability Management• Information Security Management• Supplier Management• Capacity Management• Service Continuity Management


Service Transition• Service Asset and Configuration

Management• Change Management• Release & Deployment Management• Knowledge Management


Service Operation• Event Management• Request Fulfillment• Incident Management• Problem Management• Access Management


Continuous Service Improvement • It is mainly concerned with alignment

and re-alignment of services, processes, functions, etc. with changing business needs

• It deals with the consistent applications of quality management methods to the overall service management efforts


Concepts and Models• Deming Cycle is an improvement model– Created by W. Edwards Deming– Consists of four simple steps– Plan, Do, Check, Act


Continuous Service Improvement Model• Simple set of guiding questions• Used to organize and perpetuate an

improvement program


Questions & Answers Session


Thank You….

Any Questions…

Presentations & Public Speaking

Itil presentation(foundation level) by waheed khan