IT Infrastructure Library: by Ritika Rattan Puneet Kapahtia

IT Infrastructure Library
Ritika Ra
Puneet Kapa
ITIL
 Set of concepts and practices for IT Services
Management, IT development and IT
operations
 Process based collection of tasks,
comprehensive check lists and procedures

 Published in form of 8 logical sets of
consolidated books
1. SERVICE SUPPORT
Ensures that users/customers of ICT have
access to appropriate services to support
business functions by means of
 Asking for changes
 Needing communication, updates
 Having difficulties, queries
 Real process delivery
Service Desk / Service Request
Management
An interface for ITSM processes by means of
handling incidents and requests
• Incident control: life-cycle management of
service requests
• Communication: keeping the customer
informed of progress
Eg- call center, help desk, service desk
Types- Local, Central & Virtual
Incident Management
Restoration of normal business operations –
 In a timely manner
 Within the Service Level Agreement limits
 Ensuring service quality & availability
 Reducing or avoiding incident impacts
 Ensuring cost effectiveness
Problem Management
 Resolve root causes of incidents
 Minimize adverse impact of incidents and
problems caused by errors within the IT

infrastructure
 Prevent recurrence of incidents related to
these errors
Processess:-
 Trend analysis
 Targeting support action
 Providing information to the organization
Cont…
Problem Control Process-
Handles problems, identifies the root cause of
incidents and reports to the service desk
 Problem identification and recording
 Problem classification
 Problem investigation and diagnosis
Change Management
Use of standardized methods and procedures
for efficient handling of all changes ie new
status of one or more configuration items,
featuring
• Minimal disruption of services
• Reduction in back-out activities
• Economic utilization of resources involved in
the change
Release Management
Platform-independent and automated distribution of
software and hardware, including license controls-
 Planning the rollout of software
 Designing and implementing procedures for
distribution and installation

 Effectively communicating and managing
expectations of the customer during the planning

and rollout of new releases
 Controlling the distribution and installation of
changes to IT systems
 Quality control
Cont…
Types of Releases:
 Delta Release: only that part of the software
which has been changed. security patches.

 Full Release: entire software program is
deployed—a new version of an existing

application.
 Packaged Release: a combination of many
changes—an operating system image which

also contains specific applications.
Configuration Management
Management and traceability of every aspect of
a configuration from beginning to end
 Identification
 Planning
 Change Control
 Change Management
 Release Management
 Maintenance
2.SERVICE DELIVERY
Consists of services the ICT must deliver to
provide adequate support to business users
focusing on the business as the customer of the
ICT services
 Service Level Management
 Capacity Management
 IT Service Continuity Management
 Availability Management
 Financial Management
Service Level Management
Continual identification, monitoring and review of the levels
of IT services specified in SLA, being a primary interface with
the customer-
• Agreed IT service delivery
• Coordinating with Availability Management, Capacity
Management, Incident Management and Problem

Management
• Achieving required levels and quality of service within the
resources agreed with Financial Management

• Producing and maintaining a list of standard IT service
options and agreements made available to customers

• IT Service Continuity plans exist to support the business
and its continuity requirements.

Capacity Management
supports the optimum and cost-effective
provision of IT services by helping organizations
match their IT resources to business demands:
• Application Sizing
• Workload Management
• Demand Management
• Modeling
• Capacity Planning
• Resource Management
• Performance Management
IT service continuity management
plans to ensure that IT Services can recover and
continue after a serious incident occurs & also
reducing the risk of a disaster
 Prioritizing activities to be recovered by
conducting a Business Impact Analysis

 Performing a Risk Assessment to identify the
assets, threats, vulnerabilities and

countermeasures
 Evaluating options for recovery
 Producing Contingency Plan

 Testing, reviewing, and revising the plan regularly
Availability Management
Sustaining the IT service-availability to support
business at a justifiable cost by
 Realize Availability Requirements
 Compile Availability Plan
 Monitor Availability
 Monitor Maintenance Obligations.
Cont…
 Reliability- perform at an agreed level & described
conditions.
 Maintainability-To be at & Restoration ability at
an operational state.
 Serviceability- ability to maintain the availability
of component or function under a third-party
contract.
 Resilience- A measure of freedom from
operational failure and a method of keeping
services reliable, by redundancy measure
 Security- confidentiality, integrity, and availability
Financial Management for IT Services
 Most effective price
 Calculating the cost of providing IT services
 Determining the costs of its IT services
 Recovery from the customer of the service.
3. ICT Infrastructure
Management
Processes that recommend best practice for
requirements analysis, planning, design,
deployment and ongoing operations
management and technical support-
• ICT Design and Planning
• ICT Deployment
• ICT Operations
• ICT Technical Support
4. Security Management
 Structured fitting of information security
based on the code of practice for information
security management, ISO/IEC 27002
 Protects information assets against risks, and
maintain their value to the organization

 Ensuring confidentiality, integrity availability,
authenticity, accountability, non-repudiation

and reliability.
5.Application Management
 Improving the overall quality of IT software
development and support through the life-
cycle of software development projects
 Gathering and defining requirements that
meet business objectives.

6.Software Asset Management
Integrating people, processes and technology to
allow software licenses and usage to be
systematically tracked, evaluated and managed.
 Maintaining software license compliance
 Tracking inventory and software asset use
 Maintaining standard policies and procedures
surrounding definition, deployment,

configuration, use, and retirement of software
assets
 Overseeing software and hardware that comprise
an organization's computers and network

7.Planning to Implement Service
Management
 Provides a framework for the alignment of
business needs and IT provision requirements
 Development of a Continuous Service
Improvement Program (CSIP) as the basis for
implementing mainly Service Management but
also applies generically to other ITIL disciplines-
• creating vision
• analyzing organization
• setting goals
• implementing IT service management
8.Small-Scale Implementation
For smaller IT units or departments which
covers
 Planning to Implement Service Management
 Service Support
 Service Delivery
also provides additional guidance on the

combination of roles and responsibilities, and
avoiding conflict between ITIL priorities.
THANK YOU

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IT Infrastructure Library

comprehensive check lists and procedures

problems caused by errors within the IT

 Designing and implementing procedures for

distribution and installation

expectations of the customer during the planning

which has been changed. security patches.

deployed—a new version of an existing

changes—an operating system image which

• Coordinating with Availability Management, Capacity

Management, Incident Management and Problem

resources agreed with Financial Management

options and agreements made available to customers

and its continuity requirements.

conducting a Business Impact Analysis

assets, threats, vulnerabilities and

 Producing Contingency Plan

maintain their value to the organization

authenticity, accountability, non-repudiation

meet business objectives.

 Tracking inventory and software asset use

 Maintaining standard policies and procedures

surrounding definition, deployment,

an organization's computers and network

also provides additional guidance on the

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