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OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK)

OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK). What is ITIL?. History of ITIL Benefits of ITIL DOs and DON’Ts ITIL in HE in UK. What is ITIL? - IT Infrastructure Library. Documents best practice in IT Service management Most widely accepted methodology in world

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OVERVIEW OF ITIL Steve Hogger Head of International Relations JANET(UK)

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  1. OVERVIEW OF ITILSteve Hogger Head of International RelationsJANET(UK) VINAREN Visit 24 Nov 2008

  2. What is ITIL? History of ITIL Benefits of ITIL DOs and DON’Ts ITIL in HE in UK

  3. 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

  4. History of ITIL • Developed in UK in 1980s by CCTA • Owned and maintained by OGC • Infrastructure equivalent of PRINCE • Reason - Organisations increasingly dependent on IT • Originally BS15000  ISO 20000 • V3 introduced 2007 • 2 parts: • Service Delivery • Service Support

  5. Service Support • Change Management • Release Management • Incident Management • Problem Management • Service Desk • Configuration Management – Asset Control, underpins everything!

  6. Service Delivery • Service Level Management • Capacity Management • Financial Management for IT Services • Availability Management • IT Service Continuity Management

  7. 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 3rd party services – can specify ITIL or ISO 20000 in procurement

  8. 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

  9. 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

  10. Thank you for listening Steve.Hogger@ja.net

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