What is ITIL

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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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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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Core publications
Service Strategy - determines which types of services should be

offered to which customers or markets and what capabilities need to be developed.
Service Design - identifies service requirements and devises new service offerings as well as changes and improvements to existing ones.
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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Core publications
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.
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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Links for self-studying
http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library

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ITSM OVERVIEW

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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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Gartner: Magic Quadrant for IT Service Management Tools (2017)

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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 root-cause 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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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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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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Links for self-studying (or useful links)
http://en.wikipedia.org/wiki/IT_service_management

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SN INFRASTRUCTURE OVERVIEW

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Service Now
SaaS model, PaaS, ITIL, Web 2.0
Rhino, HTML, CSS, JavaScript, Jelly
Client

Site

IPSEC

Firewall Cluster

Load Balancer

Web Server

J2EE App Server

httpsssl

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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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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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ServiceNow (Application PaaS)

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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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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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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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What is ITIL

Содержание

WHAT IS ITIL

ITILInformation Technology Infrastructure Library - A set of best-practice publications for

ITIL termsService is a means of delivering value to customers by

Core publicationsService Strategy - determines which types of services should be

Core publicationsService Operation - The objective is to make sure that

Links for self-studyinghttp://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library

ITSM OVERVIEW

ITSMRefers to the implementation and management of quality information technology services.

Gartner: Magic Quadrant for IT Service Management Tools (2017)

Key Features of ITSMIncident Management, including help desk best practices to

Key Features of ITSMAvailability Management, including a real-time dashboard to provide

Key Features of ITSMSelf Service Management, allows your customers to view

Links for self-studying (or useful links)http://en.wikipedia.org/wiki/IT_service_management

SN INFRASTRUCTURE OVERVIEW

Service NowSaaS model, PaaS, ITIL, Web 2.0Rhino, HTML, CSS, JavaScript, JellyClient

Cloud computingCloud computing is a type of computing that relies on

SaaS & PaaSPaaS and SaaS are cloud computing service models.PaaS (Platform