Transcription
ITILi
ITILAbout the TutorialITIL is a framework providing best practice guidelines on all aspects of end to end servicemanagement. It covers complete spectrum of people, processes, products and use ofpartners. Now a day’s ITIL is being practiced by almost every company providing ITservices to the customers.AudienceThis tutorial has been prepared for the students as well as professionals to ramp upquickly. This tutorial is a stepping stone to ITIL certification.PrerequisitesBefore proceeding with this tutorial you should know the basic terms such as InformationTechnology, Infrastructure, Services, and Service Level Agreements etc. Hence it isstrongly recommended to go through ITIL Terminologies chapter before proceedingfurther.Copyright & Disclaimer Copyright 2019 by Tutorials Point (I) Pvt. Ltd.All the content and graphics published in this e-book are the property of Tutorials Point (I)Pvt. Ltd. The user of this e-book is prohibited to reuse, retain, copy, distribute or republishany contents or a part of contents of this e-book in any manner without written consentof the publisher.We strive to update the contents of our website and tutorials as timely and as precisely aspossible, however, the contents may contain inaccuracies or errors. Tutorials Point (I) Pvt.Ltd. provides no guarantee regarding the accuracy, timeliness or completeness of ourwebsite or its contents including this tutorial. If you discover any errors on our website orin this tutorial, please notify us at contact@tutorialspoint.comii
ITILTable of ContentsAbout the Tutorial . iiAudience . iiPrerequisites . iiCopyright & Disclaimer . iiTable of Contents . iii1.ITIL – Overview . 1Why ITIL is required? . 2ITIL Versions . 2ITIL Publications. 3Benefits of ITIL. 3ITIL V2 vs ITIL V3 . 42.ITIL – Terminologies . 53.ITIL – Service Basics . 9Service . 9Services vs. Products . 9Service Management . 9Goals of Service Management . 9Achieving Service Management . 10Processes and Functions . 114.ITIL – Service Lifecycle . 11SERVICE STRATEGY. 135.ITIL – Service Strategy Overview . 14Strategic Assessment . 14Factors in Strategic Assessment . 15Value Creation . 15Service Assets . 16iii
ITILService Provider Types . 17The Four Ps of strategy . 17Services Strategy Processes . 196.ITIL – Service Strategy Roles . 207.ITIL – Strategy Generation. 22Service Generation Sub processes. 228.ITIL – Service Portfolio Management . 23Service Portfolios. 23Service Portfolio Management. 23Sub Processes . 249.ITIL – Business Relationship Management . 25Relationship . 25Sub-Processes . 2510. ITIL – Demand Management . 27Strategical Level Demand Management . 27Tactical Level Demand Management. 27Challenges in Demand Management . 28Service Packages. 2811. ITIL – Financial Management . 30Benefits of Financial Management . 30Key decisions for Financial Management. 30SERVICE DESIGN. 3212. ITIL – Service Design Overview . 33Introduction . 33Service Oriented Architecture . 34Service Design Processes . 3413. ITIL – Service Catalogue Management. 36iv
ITILService Catalogue . 36Service Catalogue Composition . 36Service Catalogue Aspects . 37SCM Activities. 3714. ITIL - Service Level Management . 38Overview . 38SLM Activities . 38Objectives . 3915. ITIL - Capacity Management . 40Capacity Management Activities . 40Objectives . 41Capacity Management Elements. 4116. ITIL – Availability Management . 43Objectives . 43Availability Management Process . 43Availability Management sub-processes . 4517. ITIL – Service Continuity Management . 47Objective . 47ITSCM Process . 4818. ITIL – Information Security Management . 49ISM Security Policy . 49ISM Framework . 50Key elements in ISM Framework . 5019. ITIL – Supplier Management . 52Objectives . 52Supplier Management Process. 53ITIL - SERVICE TRANSITION . 54v
ITIL20. ITIL – Service Transition Overview . 55Objectives . 55Service Transition Benefits. 5
ITIL – Service Strategy . In 2011, the 2011 edition of V3 was published. It was an updated version released in 2007. ITIL 3 ITIL Publications ITIL core publications include a set of five manuals Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Management. Benefits of ITIL The following diagram shows the benefits that ITIL offers: ITIL 4 ITIL .
