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Ridi Ferdiana | ridi@acm.

Version 1.1.0
ITIL History
ITIL Coverage
ITIL Characteristics
ITIL Myths
ITIL services
ITIL Case studies
The British government saw that its vast
bureaucracy was depending more and more on
computers (80)
IBM Yellow Books. They touched on issues of
infrastructure performance, programming
standards, and service levels (81)
Centralized Telecommunications and Computing
Agency (CTCA) completed the version 1 of ITIL
Information Technology Service Management
Forum (itSMF) is established to improve ITIL (91)
1998 ITIL v2
Business is composed from several services
Each services could be replaced with IT
Services need a management
Customer Experiences
Behind The Scene Experiences
The need of Services Management Standard
Service Support
Service Delivery
Security Management
Application Management
Capacity management
Planning to Implement Service
The Business Perspective
Best practice Non-
guidance proprietary


There is little ITIL is Based on
You Must
need to Infrastructure
Implement All ITIL
understand ITIL Management
or No ITIL at All
origins Principles

ITIL Processes
ITIL Applies Mostly Everyone Needs to
Should be
to Data Center be Trained on ITIL
Implemented Only
Operations Fundamentals
One at a Time

ITIL Provides ITIL Recommends

ITIL Framework
Detailed Tools to Use for
Applies Only to
Templates for Implementation
Large Shops
Everything about services (1997)

Service Strategy

Service Service Design

Service Service
Operation Transition
The major purpose of capacity
management is to avoid waste
Every new piece of hardware requires one
set of resources to produce it
A part of making IT more sustainable
to provide resource forecasts for budget
and planning activities
Services Strategies
Strategy considerations: IT needs to align with
business objectives that include understanding
customer needs
Financial management: includes guidelines on
budgeting, accounting, and charging.
Portfolio management: manage them from a
financial perspective
Demand management: consumers demanded
the service but you didn't have the capacity to
meet the demand
Service-catalog management
Service-level management
Capacity management
Availability management
IT service continuity management
Information security management
Supplier and contract management
Change management
Service asset and configuration
Knowledge management
Release and deployment management
Service evaluation
Service validation and testing
Event management
Incident management
Request fulfillment
Problem management
Access management
Service measurement: The section provides
guidelines on monitoring and measuring
your services
Service reporting: guidelines on the kinds
of information that you should present
ITIL is about standard in IT infrastructure
ITIL provides best pracices in Industry
ITIL Characteristics is adopted for
technology but aligned for Business
ITIL is standard, ITSM is a basic concept