RiO Application Operations Module 1 Capsule 1 Slide 1 Background music Slide 2 Background music Slide 3 Character 1 Welcome to the video course on Application Operations. You are now watching Module 1 on Introduction to ITIL and Core Concepts. Capsule 1 introduces you to the basics of ITIL. Slide 4 Andrew Hello, I am Andrew, an ITIL Certified Professional. I will be your mentor for this module. I am a Service Delivery Manager and I am in this role for the past 5 years. Slide 5 Andrew At the end of this video, you will be able to explain: ITSM ITIL and its History Slide 6 Andrew Before we begin our session, let’s look at a scenario. You go to an ATM… You insert your debit card. The application does not prompt for a password. But you can withdraw money from ATM. Slide 7 Andrew Let us look at another Scenario You go to an ATM… You provide all the required information and wait for the ATM to dispense the cash. But you do not get the cash and the receipt indicates the amount has been deducted from your account. Slide 8 Andrew In the scenario’s, you have seen that the bank has provisioned an ATM for its customers, however, it has failed to provide the service that the customer requires, that is, to be able to withdraw cash quickly, accurately, and securely. Slide 9 Andrew Why do companies fail to deliver the service that their customers expect? Slide 10 Andrew This is because, either they cannot afford an on-board IT operations team, or, because they are too large to be able to handle all their IT operations; or in simple terms, IT distracts them from their business focus. Slide 11 Andrew How can the bank provide better service to the customer? Slide 12 Andrew Bank should perform better IT Service Management or Outsource to an IT Organization capable of providing better IT Service Management. Slide 13 Andrew To understand how these IT organizations manage to provide better services, we need to understand what ITSM is. ITSM stands for Information Technology Service Management. It is a set of organizational capabilities to provide value to the customer in the form of services. Slide 14 Andrew I have used the term ‘Service’ quite often. Let me help you understand this term better. By definition, "Service is a means of delivering value to customers by facilitating the outcomes that the customers want to achieve without the ownership of specific costs and risks." In other words, when we do something for another party, that gives them something they want or value, we’re providing a service. Slide 15 Andrew Airline, hospitality, catering, banking, and desktop services are some examples of traditional services. Similarly, social networking sites like Facebook and Twitter, search engines like Google and Bing, and online retail outlets like Flipkart and Amazon are some of the contemporary services. Slide 16 Andrew Let us take the example of ATM to understand this better. In our example, Bank is the Customer. Say TCS is the IT Service Provider. TCS provides Service to Bank. Service is a means of Delivering value to customers: IT Service Provider (TCS) delivers value that the customers (Bank) want, i.e., for the users of the ATM to withdraw their money quickly, accurately and securely. By facilitating the outcomes that the customers want to achieve: The IT Service Provider (TCS) facilitates the outcome the customer (Bank) wants by doing set of activities like procurement of the ATM machine, the installation of the software in the ATM machine, managing the communication links etc. Without the ownership of specific costs and risks: The bank does not want to own the cost or risk which may arise while carrying out this activity. So they shift the risk and cost to the IT Service Provider (TCS). Slide 17 Andrew Now that you have learnt about ITSM, do you know the most widely accepted approach to IT Service Management? That brings us to a framework called ITIL. Slide 18 Andrew ITIL stands for “Information Technology Infrastructure Library”. ITIL is a set of best practices for IT Service Management (ITSM) that focuses on aligning the IT services with the needs of business. Slide 19 Andrew Why should we implement ITIL? ITIL is globally accepted as the blueprint for IT to deliver business values. ITIL has become the choice of industry leaders worldwide. ITIL is Vendor Neutral, non-prescriptive and considerably a best practise framework. Slide 20 Andrew Adopting ITIL helps in. - Lowering IT cost Improving the service Increasing productivity Slide 21 Andrew Let’s take a quick look at the history of ITIL. ITIL was originally developed in the 1980s by UK government agency – CCTA, forerunner of OGC and it was mainly used by government agencies. Version 1 of ITIL, originated as a collection of books, each covering a specific aspect of IT service provision. Further updates and consolidation to improve clarity and consistency led to subsequent versions published in 2001 and 2007. Since January 2014 - ITIL is owned and managed by Axelos, a joint venture between UK Government and Capita Plc. Slide 22 Andrew It is good to know the different versions of ITIL. Here are the ITIL versions in chronological order. ITIL Version 1 focused on infrastructure management and grew into more than 30 books. Each book covers a specific aspect of IT service provision. The initial version was revised and replaced by 9 more closely connected and consistent books in Version 2, with focus on Service Delivery and Service Support. ITIL Version 2 was further enhanced and consolidated into 5 core books in ITIL Version 3, which focuses on a service lifecycle approach. Improved clarity and consistency was brought into the ITIL version 3 through updates in 2011. Slide 23 Andrew We are almost at the end of this capsule. Before I leave, let me ask you a question. Do you have a clue on the organizations that have implemented ITIL? Several large international organizations like Microsoft, IBM, Atos, Caterpillar, Shell Oil, Boeing and many more have implemented ITIL Slide 24 Background music Slide 25 Character 1 These are the key learning points in this video. Slide 26 Character 1 Thank you for watching this video on the Basics of ITIL.