- ITIL is a best practice framework that has been drawn from both the public and private sectors internationally
- It describes how IT resources should be organized to deliver Business value.
- It models how to document processes,functions and roles of IT Service Management (ITSM).
Service Strategy
- Service Portfolio Management.
- Financial Management.
- Demand Management.
- Business Relationship Management.
Service Design
- Service Catalogue Management.
- Service Level Management.
- Information Security Management.
- Supplier Management.
Service Transition
- Change Management.
- Project Management.
- Release & Deployment Management.
- Service Validation & Testing.
- Knowledge Management.
Service Operations
- Event Management.
- Incident Management.
- Problem Management.
Continual Service Improvement (CSI)
- Review Metrics.
- Identity opportunities.
- Test & prioritize
- Implement Improvements
Select ITIL processes
- Problem Management: The process responsible for managing the life cycle of all problems. ITIL defines a 'Problem' as unknown cause of one or more incidents.
- Change Management:Management changes to baseline service assets and configuration items across the ITIL life cycle.
- Incident Management:An incident is an unplanned interruption to an IT service, a reduction in the quality of an IT service and/or a failure of a configuration item. LOG --> Assign --> Track --> Categories --> Prioritize -->Resolve -->Close
- Event Management: Events are any detectable or discernible occurrence that has significance for the management of IT infrastructure or the delivery of an IT services.
- Service Level Management: This involves the planning , coordinating,drafting,monitoring and reporting on Service Level Agreement (SALs). It is the ongoing review of service achievements to ensure that the required service quality is maintained and gradually improved.
- Information Security Management: This deals with having and maintaining an Information Security Policy (ISP) and specify security policies that address each aspect of strategy objectives and regulations.
1.Disruption: from an over reliance on fragile connectivity
- Premeditated internet outages bring trade to its knees.
- Ransomware hijacks the IoT.
- Privileges insiders coerced into giving up their crown jewels.
2.Distortion: as trust in the integrity of information is lost
- Automated misinformation gains instant credibility.
- Falsified information compromises performance.
- Subverted blockchains shatter trust.
3.Deterioration: When controls are eroded by regulations and Technology
- Surveillance laws expose corporate secrets.
- Privacy regulations impede the monitoring of insider threats.
- A head long rush to deploy AI leads to unexpected outcomes.