OVERVIEW OF ITIL Steve Hogger Head of International

OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK) Copyright JNT Association 2008 VINAREN Visit 24 Nov 2008 1

What is ITIL? History of ITIL Benefits of ITIL DOs and DON’Ts ITIL in HE in UK Copyright JNT Association 2008 2

What is ITIL? - IT Infrastructure Library § Documents best practice in IT Service management § Most widely accepted methodology in world § Provides: § Qualification scheme § Accredited training providers § Implementation tools Copyright JNT Association 2008 3

History of ITIL Developed in UK in 1980 s by CCTA Owned and maintained by OGC Infrastructure equivalent of PRINCE Reason - Organisations increasingly dependent on IT § Originally BS 15000 ISO 20000 § V 3 introduced 2007 § 2 parts: § Service Delivery § Service Support § § Copyright JNT Association 2008 4

Service Support § § § Change Management Release Management Incident Management Problem Management Service Desk Configuration Management – Asset Control, underpins everything! Copyright JNT Association 2008 5

Service Delivery § § § Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management Copyright JNT Association 2008 6

Benefits of ITIL § § § Can reduce costs & improve productivity Proven best practice More professional approach to Service delivery Improved use of skills & experience Standards & Guidance Improved delivery of 3 rd party services – can specify ITIL or ISO 20000 in procurement Copyright JNT Association 2008 7

DO’s and DON’Ts of ITIL § § Not substitute for common sense & experience Framework for action not cookbook Functions can be separated & reorganised Start with Config Management as fundamental to rest Copyright JNT Association 2008 8

ITIL IN HE(UK) § UCISA recognised interest in ITIL & need for good infrastructure management in HE § Developed (with JISC funding) resources in two tranches § Introduction, Overview & Case Studies § Various resources inc intro to Service Desk, Qualification scheme, Toolkits for service operation/transition, Tools survey http: //www. ucisa. ac. uk/news/2009 -12 -18 -itil. aspx Copyright JNT Association 2008 9

Thank you for listening Steve. Hogger@ja. net Copyright JNT Association 2008 10