ITIL Introduction. Linpei Zhang April, 2006. What’s ITIL?. ITIL (Information Technology Infrastructure Library) is a framework of best practices approaches intended to facilitate the delivery of high quality information technology services. - Wikipedia.
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ITIL (Information Technology Infrastructure Library) is a framework of best practices approaches intended to facilitate the delivery of high quality information technology services.
Network Support Service
Application Maintenance Service
Database Maintenance Service
Infrastructure Maintenance Service
Statistics and report
Communication and Training
ConsultingWhat kinds of services are we providing?
Current process & procedures
Current challenges & problems
Where do we want
What are the priorities?
How do we bridge the gap?
How do we get where
we want to be?
Are we improving?
Did we get to where we wanted to be?
Status communicationContinuously Improve Service Quality
How do we keep the
“A process is a specific ordering of work activities across time and space, with a beginning and an end, and clearly defined inputs and outputs: a structure for action. ... Taking a process approach implies adopting the customer’s point of view. Processes are the structure by which an organization does what is necessary to produce value for its customers.”
- Thomas Davenport, “Process Innovation”
If you cannot measure it, you cannot manage it
If you cannot measure it, you cannot improve it
If you cannot measure it, you probably don’t care about it
If you cannot influence it, you don’t need to measure it
Everything comes with a cost
All the processes in Service Delivery and Service Support
Effective and efficient delivery
Better understanding of our responsibilities
Learn from best practices
Proactively task planning
Fair performance evaluation based on all tasks
Better project planning
More efficient communication with other teamsDevelopment