What is ITIL?
“ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.”
Basic Concepts
•Service
–Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks
–e.g. The MI backup service means that you as Unit ITSS don’t have to care about how much tapes, disks or robots cost and you don’t have to worry if one of the MI staff is off sick or on leaves
•Configuration Management System (CMS)
–Tools and databases to manage IT service provider’s configuration data
–Contains Configuration ManagementDatabase (CMDB)
•Records hardware, software, documentation and anything else important to IT provision
•Release
–Collection of hardware, software, documentation, processes or other things require to implement one or more approved changes to IT Services
4 Ps
•People – skills, training, communication
•Processes – actions, activities, changes, goals
•Products – tools, monitor, measure, improve
•Partners – specialist suppliers
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