Beginning Oracle Database 11g Administration From Novice to Professional

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CHAPTER 15 THE BIG PICTURE AND THE TEN DELIVERABLES
ITIL
The IT Information Library (ITIL), sponsored by the U.K. government, provides a conceptual
overview of and detailed guidance about IT practice. It is a collaborative effort of
many IT organizations—not an academic theory—and provides guidance that is independent
of the hardware and software being used. The first version was issued in the late
1980s and it now is the international standard for IT practice. The discussion that follows
is an adaptation of the framework and terminology presented in the ITIL literature. 2
The Big Picture
As shown in Figure 15-1, everything starts with the business. The IT department provides IT
services to the business. These services are managed using IT service management (ITSM)
processes such as Service Level Management, Incident Management, and Change Management.
The Infrastructure Management team manages the hardware and software that power
the services required by the business—it is divided into a Design and Planning (D&P) team,
a Deployment team, and an Operations team. The Application Management team designs
and develops the software applications underlying the services used by the business. The
ITSM team is the interface between the business and the Infrastructure Management team.
In particular, the Service Desk is the single point of contact for all users of the services.
The Business
Services
Service Management
Service Desk
Application
Management
Service Level Management Incident Management
Capacity Management
Problem Management
Financial Management
Configuration Management
Availability Management Change Management
Service Continuity Management Release Management
Infrastructure Management
Design and Planning Deployment Operations
Infrastructure
Figure 15-1. The big picture
2. The descriptions and definitions used in this chapter are from ITIL Version 2.