ITIL Process | ITIL Process Overview | ITIL Processes Explained | ITIL Training Video | Simplilearn

2. What’s in it for you? What is ITIL? Why ITIL? ITIL Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continuous Improvement Quiz

3. What’s in it for you? What is ITIL? ITIL Lifecycle Service Strategy Service Design Service Transition Service Operation ITIL Continuous Improvement What is ITIL?

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5. What is ITIL? ITIL or Information Technology Infrastructure Library is a library of volumes that describe the best practices for delivering IT services

6. What is ITIL? ITIL provides frameworks for IT Service Management that align IT services with the business requirements

7. What is ITIL? ITIL provides frameworks for IT Service Management that align IT services with the business requirements It is a concept that enables an organization to maximize the business value obtained from the use of information technology

8. What is ITIL? ITIL provides frameworks for IT Service Management that align IT services with the business requirements ITIL has gone through several revisions and consists of 5 books that cover all the processes and stages of the IT service lifecycle

9. What’s in it for you? What is ITIL? ITIL Lifecycle Service Strategy Service Design Service Transition Service Operation ITIL Continuous Improvement Why ITIL?

10. Why ITIL? Following are the reasons why an organization needs to implement ITIL: Will allow teams in organizations to work in unison, while reducing communication gap and friction Better communication

11. Why ITIL? Following are the reasons why an organization needs to implement ITIL: Removes errors and dysfunctions, while providing employees with the appropriate steps to finish a task Greater productivity Better communication

12. Why ITIL? Following are the reasons why an organization needs to implement ITIL: It enables scale and expansion in an enterprise. It helps in keeping the processes and systems unaltered Greater productivity Better communication Flexibility

13. Why ITIL? Following are the reasons why an organization needs to implement ITIL: ITIL help keep track of all procedures and steps, which as a result helps enhance the quality of the service provided by the organization EnhancedService Quality

14. Why ITIL? Following are the reasons why an organization needs to implement ITIL: • With ITIL: • The organization is more likely to achieve their goals • Cost and time are reduced EnhancedService Quality Greater results

15. What’s in it for you? What is ITIL? ITIL Lifecycle Service Strategy Service Design Service Transition Service Operation ITIL Continuous Improvement ITIL Service Lifecycle

16. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations

17. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Each sub-category within this framework is either a process or a function

18. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Financial Management This provides a strategy for the service lifecycle. The chosen strategy would also have to be in-line with the objectives of the business Service Portfolio Management Demand Management Strategy Management for IT Service Business Relationship Management

19. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Strategy Management for IT Service Financial Management Strategy Management for IT Services is a process of define and maintain the 4Ps of Strategy (i.e. perspective, position, plans, and patterns) and ensures the creation effective strategy for an IT Service & it's Management, through out the service life-cycle Service Portfolio Management Demand Management Business Relationship Management

20. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Strategy Management for IT Service • This process helps understand and manage costs and opportunities that are associated with services. Its main activities are: • Accounting: Tracking the amount of money spent by the service provider • Budgeting: Planning how the money is going to be spent by the service provider • Charging: Obtaining payment from customers for the services provided Financial Management Service Portfolio Management Demand Management Business Relationship Management

21. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Strategy Management for IT Service • It is the entire set of services that are managed by a service provider. The three major parts it consists of are: • Service Pipeline • Service Catalog • Retired Services • It organizes the process by which services are identified, described, evaluated, selected and chartered Financial Management Service Portfolio Management Demand Management Business Relationship Management

22. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Strategy Management for IT Service It focuses on understanding and influencing customer demand. This is made possible with the help of User Profiles and Patterns of Business Activity Financial Management Service Portfolio Management Demand Management Business Relationship Management

23. ITIL Service Lifecycle ServiceStrategy ServiceDesign ServiceTransition Continual Service Improvement ServiceOperations Strategy Management for IT Service It aims to maintain a positive relationship with customers. It identifies the requirements of potential and existing customers and ensures the development of appropriate services so that those needs can be met Financial Management Service Portfolio Management Demand Management Business Relationship Management

24. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination Service Level Management • This phase is about the design of the services and the supporting elements used for its introduction to a live environment. 4 areas need to be taken into consideration while designing a service: • People • Processes • Products • Partners Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

25. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination It is a process responsible for being the single point of contact for co-ordination and control of all activities related to service design Service Level Management Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

26. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination This process secures and manages agreements between the customer and service provider regarding the utility and warranty of specific services. This leads to the creation of Service Level Agreements (SLAs) between the service provider and customers Service Level Management Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

27. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination This process is concerned with the management and achievement of the agreed upon availability requirements established in the Service Level Agreements Service Level Management Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

28. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination Service Level Management • This process ensures that the cost-effective capacity meets or exceeds the needs of the business. It is divided into three major activities: • Business Capacity Management (BCM) • Service Capacity Management (SCM) • Component Capacity Management (CCM) Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

29. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination Service Level Management This process ensures that the service provider can always provide the minimum (agreed upon) levels of service. Using techniques like Business Impact Analysis and Management of Risk, it results in the production of the IT Service Continuity Plan Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

30. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination Service Level Management • This process focuses on protecting 5 basic aspects of information: • Confidentiality • Integrity • Availability • Authenticity • Non-repudiation Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

31. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination Service Level Management It is a subset that contains services available to customers and users. It acts as the entry portal for all information services in the live environment Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

32. ITIL Service Lifecycle ServiceDesign ServiceTransition ServiceOperations Continual Service Improvement Design Coordination Service Level Management This process can be used to obtain value for money from third-party suppliers. It handles supplier evaluation, contract negotiations, performance reviews, renewals, and terminations Availability Management Capacity Management IT Service Continuity Operations Information Security Management Service Catalogue Management Supplier Management

33. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support These processes are used to build and deploy IT services, while ensuring changes to the services and service management processes take place in a coordinated manner. There are 7 processes within this category: Service Asset and Config Management Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

34. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support Service Asset and Config Management The process focuses on the planning and coordination on the use of resources, to ensure the deployment of a major resource within the predicted cost, time and quality estimates Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

35. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support Service Asset and Config Management This process maintains information about configuration items that are required to deliver an IT service, including their relationships Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

36. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support The process plans, schedules and controls the movement of releases to testing and live environments, while making sure the integrity of the live environment is protected and only the right components are released Service Asset and Config Management Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

37. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support Service Asset and Config Management This activity controls the lifecycle of all changes with minimal disruption to IT services Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

38. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support Service Asset and Config Management This process assesses major changes before they can proceed to the next stage of their lifecycle Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

39. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support Service Asset and Config Management This process ensures that the releases deployed, and their respective services meet the expectations of the customer and is supported by IT operations Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

40. ITIL Service Lifecycle ServiceTransition ServiceOperations Continual Service Improvement Transition Planning and Support Service Asset and Config Management This process’ objective is to gather, analyze, store and share knowledge and information within the organization, limiting the need to rediscover knowledge and improving efficiency Release and Deployment Management Change Management Change Evaluation Service Evaluation and Testing Knowledge Management

41. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management In this stage, the focus is placed on meeting the expectations of the end-user while balancing costs and looking out for any potential problems. This category has a combination of 5 processes and 4 functions Problem Management AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

42. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a process that manages the lifecycle of all incidents while ensuring IT service is returned to users as soon as possible AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

43. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a process that manages the lifecycle of all problems, preventing issues from escalating and minimizing the impact of incidents that cannot be prevented AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

44. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management This is a process that grants authorization to users to use a service and preventing unauthorized access. It executes the policies set forth by the Information Security Management Problem Management AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

45. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a process that ensures configuration items and services are monitored constantly. It also filters and categorized events to decide appropriate actions AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

46. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a process that fulfills (usually minor) service requests or requests for information AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

47. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a function that acts as the point of contact between the users and the service provider. It also handles communication with users, manages incidents and service requests AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

48. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a function that provides technical expertise and support for the management of the IT infrastructure AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

49. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management Problem Management This is a function that is responsible for managing applications throughout their lifecycle AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement

50. ITIL Service Lifecycle ServiceOperations Continual Service Improvement Incident Management This is a function that monitors and controls IT services and their underlying infrastructure. It involves activities like job scheduling, backing up and restoring, print and output management and regular maintenance Problem Management AccessManagement Event Management Request Fulfillment Service Desk Technical Management ApplicationManagement IT OperationsManagement