Itil overview

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What is ITIL? (IT Infrastructure Library)

a set of books & modules, used as a complete code of best practice for itsm
the only comprehensive, publicly available guidance on it service provisiondeveloped by the CCTA –now Office of Goverment Commerce (OGC)
international certification programs
in place since 1986
world-wide user community: itSMF
rewrite currently underway to update frommainframe-centric orientation

Estrategia de Servicio
>>Ecosistema de negocio
De cadenas de valor a redes de valor
Procesos adaptativos para los clientes, servicios y estrategias
Liga aprácticas externas y estándares
Manejo de incertidumbre y complejidad
Incremento de la vida económica del servicio
Seleccionando adaptando y afinando las mejores estrategias de servicio


Diseño deServicios
>>
Políticas, Arquitecturas, Portafolios, Modelos de Servicio
Tecnología efectiva, procesos y diseño de mediciones
Outsource, servicios compartidos, modelos de co-source? Como elegir la mejoropción
El paquete de utilidad del servicio, garantía, capacidades y arbol de métricas
Indicadores y triggers para rediseño

Service Level Management ITIL definition
Why Service Level Management?Service Level Management (SLM) is essential in any organization so that the level of IT Service needed to support the business can be determined, and monitoring can be initiated to identify whetherthe required service levels are being achieved - and if not, why not.
Service Level Agreements (SLA), which are managed through the SLM Process, provide specific targets against which the performanceof the IT organization can be judged

Service vs. Process

A “service” can be comprised of a number of different things:
one or more processes
one or more hardware components
one or moresoftware components
one or more facilities
one or more people
or some combination thereof.

A “process” on the other hand, is only comprised of one or more “steps.”

A service is provided...
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