What is ITIL

1. Introduction

What is ITIL
ITSM Overview
SN Infrastructure Overview
MODULE 1

2.

WHAT IS ITIL

3. ITIL

Information
Technology
Infrastructure
Library - A set of best-practice publications for
IT service management.
The essence of ITIL is to make IT services
explicit and strictly focused on client needs.
Clearly defined responsibilities for service
provision within the IT organization, and
effectively designed IT processes.
As a result, the IT organization concentrates
on the services required by the customer side,
rather than being focused on technologies.
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4. ITIL terms

Service is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of
specific costs and risks.
Service management is a set of specialized
organizational capabilities for providing value
to customers in a form of service.
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5. Core publications

1. Service Strategy - determines which types of
services should be offered to which customers or
markets and what capabilities need to be
developed.
2. Service Design - identifies service requirements
and devises new service offerings as well as
changes and improvements to existing ones.
3. Service Transition - builds and deploys IT
services. Service Transition also makes sure that
changes to services and Service Management
processes are carried out in a coordinated way.
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6. Core publications

4. Service Operation - The objective is to make
sure that IT services are delivered effectively and
efficiently. This includes fulfilling user requests,
resolving service failures, fixing problems, as well
as carrying out routine operational tasks.
5. Continual Service Improvement - uses methods
from quality management in order to learn from
past successes and failures. The CSI process
aims to continually improve the effectiveness and
efficiency of IT processes and services
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7. Links for self-studying

1.
http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library
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8.

I T SM OVE RVI E W

9. ITSM

Refers to the implementation and management of quality information
technology services. IT service management is performed by IT service
providers through people, process and information technology.
Tools and ITSM platforms:
BMC Software: BMC Remedy IT Service Management
CA Technologies: CA IT Service Management
IBM: IBM Tivoli Service Request Manager
ServiceNow
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10. Gartner: Magic Quadrant for IT Service Management Tools (2017)

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11. Key Features of ITSM

Incident Management, including help desk best
practices to easily categorize issues and automate
workflow. A real-time, customizable dashboard
capability is often built-in to the product.
Problem Management, including processes for rootcause analysis that will help you minimize the impact of
problems.
Change Management, to ensure that you have and
can manage standards and procedures for making
changes and supporting your customers.
Release Management, allowing you to design and
implement procedures to distribute releases and
communicate changes with your IT staff and customers.
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12. Key Features of ITSM

Availability Management, including a real-time
dashboard to provide information on configuration
and services availability.
Configuration Management, helps you identify
configuration items and provides reports on
requests for change (RFCs). Ideally, you should be
able to view the status of IT assets and their
relationship to incidents in real-time.
Service Level Management, which allows you to
maintain and improve IT services through
agreements with your customers. You also should
have the ability to define and manage service
catalogs.
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13. Key Features of ITSM

Self Service Management, allows your customers
to view the status of their issues and submit new
issues over the Web. This improves the overall
operation of the service management department
and enhances customer service.
Knowledge Management, provides an important
capability to your IT support staff and your
customers. Support staff will be able to take
advantage of solutions that are known to solve
issues without researching them each time. Your
customers should also be able to search for
solutions over the web, which will reduce calls to
the IT service desk.
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14. Links for self-studying (or useful links)

1. http://en.wikipedia.org/wiki/IT_service_management
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15.

SN INFRASTRUCTURE OVERVIEW

16. Service Now

SaaS model, PaaS, ITIL, Web 2.0
Rhino, HTML, CSS, JavaScript, Jelly
Client
Site
IPSEC
Firewall
Cluster
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https
ssl
Load
Balancer
Web
Server
J2EE
App
Server
DB
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17. Cloud computing

Cloud computing is a type of computing
that relies on sharing computing resources
rather than having local servers or personal
devices to handle applications.
Different services — such as servers,
storage and applications — are delivered to
an organization's computers and devices
through the Internet.
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18. SaaS & PaaS

SaaS & PaaS
PaaS and SaaS are cloud computing service models.
PaaS (Platform as a service) provides you computing
platforms which typically includes operating system,
programming
language
execution
environment,
database, web server etc. Examples : AWS Elastic
Beanstalk, Windows Azure, Heroku, Force.com, Google
App Engine.
SaaS (Software as a service) model you are provided
with access to application softwares often referred to as
on-demand softwares. No need to worry about the
installation, setup and running of the application as
service provider will do that for you. Available to
customers over a network, typically the Internet.
Examples : Google Apps, Microsoft Office 365.
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19. ServiceNow (Application PaaS)

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20. Terms

Ticket – it is a record of incident/problem/change
requests
Incident – refers to a records or to a disruption of
a service
Definition – metadata of an object, includes
scripts, relations, configurations, conditions,
triggers etc.
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21. Terms

Script – general for any object that uses a script in
its definition
Client script – any object/script that runs in client
side (client script, UI action)
Server script – any object/script that runs in server
side (business rule, scheduled job)
Table – general for tables, lists (anything that similar
to a table data representation)
Column/field/element/attribute – refers mostly to
the same object, but have a different
representation/context
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22. Customer needs

Depending on customer needs ITSM tools
may be configured and customized
Configuration
– Tuning of OOB (out of the box) features
Customization
– Further development of OOB features
– Development of custom solutions/features
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23. Recent SNC Releases

Aspen
Berlin
Calgary
Dublin
Eureka
Fuji
Geneva
Helsinki
Istanbul
Jakarta
Kingston
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24. Links for self-studying

1. http://en.wikipedia.org/wiki/Software_as_a_service
2. http://en.wikipedia.org/wiki/Platform_as_a_service
3. http://en.wikipedia.org/wiki/Cloud_computing
4. https://www.servicenow.com/products-bycategory.html
5. https://developer.servicenow.com
6. http://www.servicenowguru.com/
7. http://www.servicenowelite.com
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