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    ITIL Notes - B2 Dec'22 Batch

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    divakara s
    The document discusses ITIL (Information Technology Infrastructure Library), which is a set of guidelines for delivering quality IT services. It describes the benefits of using ITIL such as high quality services, increased productivity, improved customer satisfaction, and cost reduction. Various concepts of ITIL like service desk, incident management, and ticketing tools are also explained.

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    ITIL Notes - B2 Dec'22 Batch

    Uploaded by

    divakara s
    22 views5 pages
    The document discusses ITIL (Information Technology Infrastructure Library), which is a set of guidelines for delivering quality IT services. It describes the benefits of using ITIL such as high quality services, increased productivity, improved customer satisfaction, and cost reduction. Various concepts of ITIL like service desk, incident management, and ticketing tools are also explained.

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    The document discusses ITIL (Information Technology Infrastructure Library), which is a set of guidelines for delivering quality IT services. It describes the benefits of using ITIL such as high quality services, increased productivity, improved customer satisfaction, and cost reduction. Various concepts of ITIL like service desk, incident management, and ticketing tools are also explained.

    Copyright:

    © All Rights Reserved
    Download as RTF, PDF, TXT or read online from Scribd
    Download as rtf, pdf, or txt
    22 views5 pages

    ITIL Notes - B2 Dec'22 Batch

    Uploaded by

    divakara s
    The document discusses ITIL (Information Technology Infrastructure Library), which is a set of guidelines for delivering quality IT services. It describes the benefits of using ITIL such as high quality services, increased productivity, improved customer satisfaction, and cost reduction. Various concepts of ITIL like service desk, incident management, and ticketing tools are also explained.

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    © All Rights Reserved
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    of 5

    Question1. What is ITIL. Explain the benefits of using ITIL?

    Ans1. ITIL stands for information technology infrastructure library. It is a set of


    guidelines through which we can deliver best IT services to the customer. IT helps
    software professionals to deliver the best IT services (Data processing, Help desk
    support, IOT, Network security).Designing, building and deploying of the services
    delivered by service provider to users.

    Benefits of using ITIL:

    1. High quality It services

    2. Increased business productivity.

    3. Improve customer satisfaction with efficient service delivery.

    4. manage service disruption, maximize rewards.

    5. Reduce and control costs.

    6. Building a stronger alignment between IT and business.

    7. Stabilize service environment and support organizational change.

    There are 4 versions of ITIL -

    1. ITIL v1- It was created in 1989 to standarize IT service manaegement. IT


    focus 4 concepts - Available management, capacity, cost, contigency.

    2. ITILv2- It was introduced in 2001 to perform a uniform structure for


    service delivery.It focus on 2 concepts - service support and service delivery
    .

    3. ITILv3- It was introduced in 2007 with the improvement of lyf cycle used
    in ITIL.

    4. In 2011, ITILv3 - Updated version of ITILv3 was came . IT focus on 5


    services-

    1. Service strategy- It is the process of understanding client requirement.


    2. Service Design - We can design IT services efficiently and effectively.

    3. Service transition-It plan, build , test and deploy the services into
    customer environments.

    4. Service operations- IT ensures to maintain access to IT services for only


    authorized users and minimizes the issue of service failure.

    5. CSI- continual service improvement- IT ensures whether IT services are


    continuosly aligned to business needs.

    5. ITILv4-IT was introduced in 2019. IT has flexible and integrated system for
    effective management of It services.

    Question2. Explain the difference between service request and incident?

    Ans2. Incident is an unplanned interruption in the delivery of It services. It may


    be something that is not working properly or something that is broken. The main
    goal of incident management is to fix what is broken or restore service back to
    normal.

    Examples of incident - the server is down, office printer breaks, laptop won't
    start.

    Service request- It is an formal request from the user asking the service provider
    to offer something which can be a simple request for information and approval or
    advice. Examples of service request- printer needs to be relocated, ordering
    upgraded hardware, request for training to use a projector.

    Question3. What are the roles and responsibilites of service desk?

    Ans3. My job profile is service desk. Service desk is the single point of contact
    (SPOC) between service provider and end users. Roles and responsibility:

    1. Log, validate and diagnose user issues.

    2. Provide user with solution through information gathering. troubleshooting and


    problem research.
    3. Identify and diagnose issues related to IT services.

    4. advise users on appropriate course of action.

    5. Monitor issues from start to resolution.

    6. Solve the customer problem using ticketing tools within the selected
    SLA(Service level aggrement).

    7. Escalate, if needed, unresolved problems to a higher level of support.

    Question4. What is Incident management. Explain the steps used for resolving
    the incident?

    Ans4.Incident is defined as an unplanned interruption to an IT service or


    reduction in the quality of an IT service . Focus on user and customer satisfaction.
    Report and resolve the incident in the IT services when they occur. Incident
    management describes the necessary actions taken by an organization to analyze,
    identify, and correct problems while taking actions that can prevent future
    incidents.

    Steps 1. – Incident identification

    2. Incident logging

    3. Incident categorization

    4. Incident prioritization

    5. Incident response

    6. Initial diagonosis

    7. Incident escalation

    8. Resolution and recovery

    9. Incident closure .

    Question5. What is ticketing tool. Explain the types of tickets ?


    Ans5. It is the management tool that processes and catalogs customer
    services requests.

    Tickets are also called issues.

    The ticketing system should be user friendly for customer service


    representatives, managers, administrators.

    Example of ticketing tools- Servicenow, Hubspot, Solarwinds, Azuredesk,


    Zohodesk.

    Ticketing tool is a web portal where tickets or queries are coming. Resolve the
    tickets within the SLA (service level agreement).

    Types of tickets - TIPS - TICKETS , INCIDENT, PROBLEMS, SERVICE REQUEST

    There are 4 types of tickets -

    1. Service request- It is a formal request from a user asking to the service provider
    to offer something. First time installation. For ex- software, access rights, email
    services. Request for training to use a projector, ordering upgraded hardware.

    2. Incident- system related problems comes. It is an unplanned interruption.


    Example - office printer issue, Outllook problem, If server is down . laptop that
    won't start.

    3. Problem tickets- Problem accurse frequently.

    4. Change request - Tickets not properly generate.

    Question6. Explain the difference between end users and customer.

    Ans6. Customer is a person or company that buys a product or service from an


    individual or a brand. It plays an significant role in the selling process and growth
    of various businesses. For example, when you go to market, purchase some
    vegetables and eat them, it means that you are a customer.

    End users is a person who uses a product or service. This individual shouldn't
    necessarily be a buyer of the product to consume it. For example, you are working
    in company, You are provided with the necessarily devices(laptop, smartphone,
    earphones) to do your job.

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