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This short video is about what ITL is and how I tell is the best practices framework for managing IT services it was defined with an objective of aligning IT with the business by the office of government of Commerce UK it is being widely adopted all over the world as a popular standard for helpdesk and support operations ITIL it's a collective knowledge based on the experience of the IT managers around the world in simple words it's like getting advice from your friends about the best restaurants in town or the best place to stay before planning a vacation ITIL v2 has two modules service delivery and service support service delivery focuses on strategy for managing IT service support offers best practices for running IT operations there are two I tell books for I tell v2 service delivery processes commonly referred to as the red book and service support commonly referred to as the blue book service support is the most widely used modules and it's easy to deliver value our focus is going to be on service support service support has the following processes and functions incident management problem management change management release management and CMDB in the latest version I tell v3 focuses on service lifecycle management the core modules of ITIL v3 are service strategy service design service transition service operation and continual service improvement ITIL v2 processes can be modified to meet ITIL v3 requirements there are a lot of synergies between ITL v2 and v3 here is a simple diagram that shows the common modules the incident is a disruption in the normal service the goal of incident management is to restore normal services as soon as possible with resolution and recovery have a look at some screenshots on our incident management is handled in service desk plus the goal of problem management is to find the root cause of incidents and reduce the impact on business it's a proactive approach that prevents reoccurrence of incidents problem management brings strategy to your help desk as you can group incidents that have similar problems and find a common solution if three users report the same the problem about VPN you can group them and handle them as one problem and find a solution when the problem is closed the related incidents can be closed or the related incident technicians can be informed have a look at some screenshots on how problem management is handled in Service Desk plus the goal of change management is to control and manage approved changes with accepted risk change management process has different phases planning approval forward schedule of changes release management and post-implementation review changes can be classified into different types based on the risk and the impact on business-standard change these are pre-approved low impact changes that can be instantly rolled out a minor change has minimal impact and can be improved as a change manager or the emergency board in the change managers absence major or significant changes are high-impact changes that require cap and change managers approval make a plan about how you're going to make a change after analyzing all of the impact and risk send your plan for approval to the stakeholders the stakeholders are called cap change advisory board when a critical change has required the cab members make a collective decision whether to roll out a change or not depending on the size of the company there can be one or more cabs financial cab and technical cab the cab is usually chaired by the CEO or the CEO FSC is the forward schedule of changes all the approved changes need to be published to stakeholders and users to educate them about the change and when the particular service will be down so that they can plan accordingly the goal of release, management is to break the change into different tasks and roll-out smoothly users need to be informed about the change and service availability in every change and plan there are always glitches and complications on the ground all glitches and implementation complications are captured this helps the next change plan have a look at some screenshots on how change management is handled in Service Desk plus CMDB configuration management database has a complete record of all of the components of IT services a configured item can be physical servers or software or users or even the process CMDB also shows how CIS are related to one another here's a simple example of how CMDB can help when one of your critical servers crashes CMDB provides all the information you need to restore the service what are the physical properties of the server software application and services pack versions installed in the server and the relationships who was using the server etc with that we come to the end of this demo, ITIL is a very vast subject and we hope this demo helped you to get a fair idea of what it is if you have questions about ITIL and how to implement ITIL for your organization please feel free to get in touch with us at ITIL at manage engine comm
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