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Understanding ITIL V3: Best Practices for IT Service Management

ITIL V3, originally developed by a UK government department and now managed by the Office of Government Commerce, emphasizes good practices in IT service management rather than strict prescriptions. It addresses key aspects of IT operations, excluding development, and requires organizations to formalize their own Standard Operating Procedures (SOPs). This framework is crucial for creating value through services by understanding business outcomes, customer needs, and defining service utility and warranty. Studying ITIL can lead to certification and effective management of IT services.

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Understanding ITIL V3: Best Practices for IT Service Management

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  1. IT Infrastructure Library Ian Mitchell FNZCS ITCP Whitireia Polytechnic

  2. ITIL V3 • ITIL was originally developed by a department of the UK government • It is now owned by the Office of Government Commerce • It addresses all aspects of IT operations – but NOT development • It is Good Practice rather than a prescription • You must formalise your own set of SOPs • It can be studied and certificated. Whitireia Polytechnic

  3. Sources • ITIL publications from GOC itil.org.uk • Foundations of IT Service ManagementBrady Orand ISBN 1-4392-2633-4. Whitireia Polytechnic

  4. V3: • ITIL Service Strategy • ITIL Service Design • ITIL Service Transition • ITIL Service Operation • ITIL Continual Service Improvement. Whitireia Polytechnic

  5. Service Strategy • Value creation through services – executive level • Service Asset: any capability or resource of a service provider • Soft Assets: Capabilities are things we know & know how to do: • Management • Organisation • Processes • Knowledge • People. Whitireia Polytechnic

  6. More Definitions • Resources are “hard assets”: • Financial capital • Infrastructure • Applications • Information • People • Note that People are both Capabilities and Assets • Resources are investments we make and the “components” that we use to get things done • Service –> People, Processes, Partners & Products • IT does not exist to provide technology • IT exists to provide services. Whitireia Polytechnic

  7. It is about the Business • To define a service we must first understand the business desired outcomes that the service is designed to satisfy • This requires business Knowledge • Also of sales, marketing, economics, etc • Knowledge is more than facts – Why! Why! Why! • Communication is critical • Perspective: Perception; Preference • IT must enable business outcomes to be achieved. Whitireia Polytechnic

  8. Defining a Service • Utility is the functionality offered of a product or service to meet a particular need • Supports performance of a customer • Or removes constraints from customers • Warranty is a promise or guarantee that a product or service will meet its requirements • Warranty refers to: • Availability • Capacity • Continuity • Security. Whitireia Polytechnic

  9. Service Strategy Questions • What is our business? • Who is our customer? • What does the customer value? • Who depends on our services? • How do they use our services? • Why are they valuable to them? • Services may be Core, Enabling or Enhancing • A Service Package is a detailed description of an IT service that is available to be delivered to customers. Whitireia Polytechnic

  10. Thank You Whitireia Polytechnic

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