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BENEFITS OF ITIL Benefits to the IT Organization Common Language and reference model for communication Standardized, globally accepted

d processes Reduced Overall IT costs Increased IT resource utilization IT aligned with business requirements Proven, ready-to-use IT management tools Cultural shift towards service management Increased customer satisfaction Systematic, efficient IT operations Elimination of redundant processes Jump start for ISO900 certification and CMMI advancement A solution to the whole organization independent of infrastructure architecture, business core competency or organizational structure.

Benefits to Customers and Users Documented, detailed IT services with guaranteed quality of service Stable IT environment Clear Communication channels Shorter Time-to-Market for new services Increased customer/user satisfaction and productivity

Glossary OF ITILTERMS CAB Change Advisory Board: group providing expert advice to Change Management on change implementation. CI Configuration Item: Component of an infrastructure under the control of Configuration Management. A CI can range from an entire system (hardware, software, documentation) to a single hardware component. CMDB Configuration Management Database: a database of record of CI specifications including relationships among CIs. CSF Critical Success Factor: measure of success (state, deliverable or milestone) for a project or process. Customer Recipient of an IT Service; usually senior management authorized to negotiate with IT sup-

pliers on behalf of the business. DHS Definitive Hardware Store: secure storage are for hardware spares to be used and replaced as needed (for example during recovery procedures) DSL Definitive Software Library: Physical storage are authorized versions of all software CIs. Use as a common base for Release and Configuration Management. Incident Event that is not part of standard service operations that causes in interruption or reduction in service quality. Known Error Incident or problem that has a root cause and temporary workaround or permanent alternative identified. OLA Internal agreement for delivery of services that support IT delivery of services. Problem A condition identified as multiple incidents exhibiting common symptoms or a single significant incident. RFC Request for Change: form used to record details of a request for a change to any CI within an infrastructure or to procedures and items associated with the infrastructure. Service Catalog Written statement of IT services, default levels and options. SLA Service Level Agreement: written agreement between an IT service provider and customer (s) that documents agreed to service levels. SLR Service Level Requirements: criteria for level of service required to meet business objectives. UC Underpinning Contract: contract with an external supplier for IT services. USER Person that daily uses IT services. Version An identified instance of a CI; versions are used in Configuration Management to track and audit change history. Workaround Temporary fix for an incident or a technique that ensures the customer is not reliant on a particular aspect of a service known to have a problem.

David Consulting Group

ITIL
Quick Reference Guide
ITIL is the Information Technology Infrastructure Libraryan industry standard process model for IT Service Management. It is a documented library of best practices that outlines a process-based approach for the implementation and management of IT Services. Key Objectives of the ITIL processes are to:

Align IT services with the current and future needs of the business and its customers Improve the quality of IT services delivered Reduce the long-term cost of service provision

ITIL was developed in 1989 by Great Britains Office of Government Commerce (OGC) and has quickly become the global de facto standard for the IT service industry. For more information contact:

David Consulting Group 1770 E. Lancaster Avenue, Suite 15 Paoli, PA 19301 Phone: 610-644-2856 Fax: 866-451-0990 E-mail: m.harris@davidconsultinggroup.com Www.davidconsultinggroup.com

2006 OGC

ITIL Quick Reference Guide


ITIL SERVICE SUPPORT The ITIL Service Support best practice disciplines include: Roles: Process Owner, Process Manager, Configuration Librarian Release Management Process for management of all activities associated with a large, major critical release of software, hardware and associated documentation and training/communication plans. Roles: Process Owner, Release Manager, Lab Manager, Release Team Members Service/Help Desk Single point of contact for users in need of IT services and/or assistance. Roles: This function may be accommodates by current Help Desk Service operations. ITIL SERVICE DELIVERY The ITIL Service Delivery best practice disciplines include: future IT infrastructure business requirements. Effective Capacity Management ensures that IT capacity and performance are adequate and that they are provided consistently and cost effectively. Roles: Process Owner, Capacity Manager IT Service Continuity Management Management of strategies and action plans to ensure that IT Services recover and continue following a serious incident; also implementation of proactive measures to prevent serious incidents. Roles: Process Owner, Capacity Manager IT Financial Management Discipline to ensure IT Infrastructure is obtained at the most effective price; also ensures accurate calculation of IT costs and appropriate billing to IT service customers.

Incident Management Problem Management Change Management Configuration Management Release Management Service/Help Desk

Incident Management Process for the rapid restoration of normal service operations following an event that is not part of standard service operations and that causes an interruption or reduces the quality of service. Roles: Process Owner, Incident Manager, First Line Support, Second, Third, etc. Lines of Support Problem Management Process of identifying and removing errors in the IT infrastructure and proactively preventing the recurrence of incidents. Problems are identified by analysis of incidents with common symptoms or analysis of a single significant incident. Roles: Process Owner, Problem Manager, Problem Management Team Change Management Management of standardized methods, processes and procedures for the efficient and prompt handling of IT changes. Effective Change Management minimizes the impact of change-related incidents on services. Roles: Process Owner, Change Manager Configuration Management Process for the management of a logical model of the IT infrastructure. Management tasks include identification, control and verification of all Configuration Items and versions (infrastructure, hardware, software, applications, networks, etc.).

Visit these Online Resources

Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management for IT Services

ITIL Site: www.itl.co.uk OGC UK: www.ogc.gov.uk itSMF USA: www.itsmf.net itSMF UK/Intl: www.itsmf.com 2006 OGC For more information contact:

Service Level Management Process for management of ongoing service agreement negotiations, monitoring, reporting and review as well as implementation of actions to improve level of service. Roles: Process Owner, Service Level Manager Availability Management Process for maintaining IT infrastructure services and support organization capabilities. Effective Availability Management ensures availability of cost effective and sustained levels of IT services to meet business objectives. Roles: Process Owner, Capacity Manager Capacity Management Management of procedures for determining current and

David Consulting Group


1770 E. Lancaster Avenue, Suite 15, Paoli, PA 19301, Phone: 610-644-2856 Fax: 866-451-0990 E-mail: mh@davidconsultinggroup.com Www.davidconsultinggroup.com

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