Introduction to ITIL

What's This All About?

  • In our efforts to become a more successful service organization, ITS is implementing the best methods and processes in service management
  • The most widely acknowledged “best practices” today are ITIL and ITSM

What is ITIL?

  • ITIL stands for Information Technology Infrastructure Library
  • The library is a series of books (a framework) that outline a comprehensive set of process-based methods for managing and delivering IT services
  • ITIL and other best practices view all IT activities as services—services that should be designed to meet the needs of the customer
  • The pursuit of IT service excellence is known as “IT Service Management” (ITSM)
What is ITSM?
  • ITSM stands for IT Service Management
  • ITSM is the process of managing IT services to effectively and efficiently meet the needs of the Customer (More Information - UCSC Service Management Toolkit)
  • This includes the complete lifecycle of a service—from its design and implementation, through delivery and support, to retirement and closure

Goals of ITSM

  • The primary goals of a comprehensive IT Service Management strategy are to:
    • Deliver the IT services that the customer and the organization need
    • Deliver these services in a timely and cost-effective manner by using the right people, the right processes and the right tools

ITIL Processes

  • ITIL Processes fall into two main categories:
    • Service Support
    • Service Delivery
Service Support Service Delivery

Service Support focuses on supporting existing IT Services to ensure that the highest quality service is experienced by the organization

  • Service Desk Function
  • Incident Management Process
  • Problem Management Process
  • Configuration Management Process
  • Change Management Process
  • Release Management Process

Service Delivery focuses on service design and delivery to meet the needs of the organization in a cost-effective and efficient way

  • Service Level Management Process
  • Availability Management Process
  • Capacity Management Process
  • IT Service Continuity Management Process
  • Financial Management for IT Services Process
See UCSC Service Management Toolkit


  • By adopting IT Service Management principles as embodied in the ITIL processes, UCSC ITS hopes to achieve benefits such as:
    • Increased efficiency and better use of IT resources
    • Improved alignment of IT with the goals of the campus
    • Increased visibility of the value of IT
    • Effective management of costs
    • Improved customer/client satisfaction
    • Reduced service interruptions
    • Improved IT governance and compliance