By

SIMARJEET SINGH BAATH

15111519
Information technology (IT) is the use of any computers,
storage, networking and other physical
devices, infrastructure and processes to create, process,
store, secure and exchange all forms of electronic data.
Typically, IT is used in the context of enterprise
operations as opposed to personal or entertainment
technologies. The commercial use of IT encompasses
both computer technology and telephony.
 Information technology is everywhere in business
 Understanding & knowledge about IT are key to
understanding business and to business operations.
Figure 1 (source CIO Magazine)
 ITIL is a Best Practice Framework used
…..
 To align IT services with the current and future
needs of the business and its Customers
 To develop the quality of the IT services delivered
 To reduce the long term cost of service provision
 Align Business Needs
 Improve Quality
 Reduce Costs
 Increasing IT visibility and Reliance
 Increasing demand from Business to deliver
effective IT solutions/services (Cost Effective)
 Increasing complexity of IT infrastructure and
processes
 Increasing competition
 Increasing pressure to realise return on
investment
 Service Support
Day to day operational support of IT services
 Service Delivery
Long term planning and improvement of IT service
provision
Key Definitions
• Customer: recipient of a service: usually the Customer management has
responsibility for the funding of the service.
• Provider: the unit responsible for the provision of IT service.
• Supplier: a third party responsible for supplying or supporting
underpinning elements of the IT service.
• User: the person using the service on a daily basis.
• Service Support: Day to Day Function that Supports the Service
Delivery Processes
SPOC Single Point of Contact SLA Service Level Agreement
SD Service Desk SLM Service Level Mngt
IM Incident Mngt AM Availability Mngt
CH Change Mngt CM Capacity Mngt
REL Release Mngt IT SCM IT Service Continuity Mngt
Business(customer)

User User User SLA

SERVICE SPOC SLM SERVICE

SD DELIVERY
SUPPORT
IM AM
PROBLEM
CM
CH
IT SCM
REL
FINANCE
CONFIGURATION
 Chief information officer: This person is responsible for IT and
computer systems that support the enterprise's goals.
 Chief technology officer. : This person sets all technology goals and
policies within an organization
 IT director: This person is responsible for the function of all of the
business's technology tools and processes. This role is commonly called IT
manager or IT leader.
 Systems administrator: This person configures, manages, supports
and troubleshoots a multi-user computing environment.
 Application manager: This person's role centers on the provisioning
and management of a high-value business application, such as Exchange.
 Developer: This person or team writes, updates and tests code for
programs to meet business objectives internally or facing customers.
 Architect: This person examines and changes IT functions to best
support the business