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What is ITIL and Why Should I Care? diane hoschler sr. itsm solution architect december 2004 CIO vs. CEO Priority CIO balancing act Defining, Measuring and Assessing “Agility” OK, then what is an IT Service? “A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self-contained, single, coherent entity.” What is an IT Service? Either your Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure. How we got here… certification bodies: ISEB (The Information Systems Examination Board) – UK EXIN (Examination Institute for Information Science) – Netherlands available certification: Foundation Certificate – entry-level multiple choice exam Practitioner’s Certificates – for specific disciplines; pass in-course assessments and a case-study based multiple choice exam Manager’s Certificate – requires passing 2 three-hour essay exams after successfully passing an accredited 10 day training course (ITIL accreditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.) Core ITIL? Service Management Processes Service Support Service Desk* Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management You don’t buy an Adaptive Enterprise. You build it. Business and IT Alignment Business and IT Alignment Relationship between people, process, and technology [HP] ITSM processes Consist of activities to manage the IT services lifecycle Are the glue between: People and management technology IT services and IT infrastructure People Execute, control, and own the HP ITSM processes De