What is ITIL ?

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ITIL - Key Concepts
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What is ITIL ?

• Framework of Best Practices
• Founded by OGC (Office of Government Commerce),
  UK

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Incident Management
Incident ? Any event which is not part of
standard operation and may cause and
interruption/reduction in quality of service.
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Incident Management - Parameters
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RACI Model

• Responsibility - Person responsible for executing
  the task. Should be atleast 1.
• Accountability - Person accountable for the task.
  Should be atleast and utmost 1.
• Consulted - Person consulted for advice or
  know-how.
• Informed - Person informed about the
  whereabouts and updated on status.
• This is a tool for assigning four key roles to
  any important task or activity.

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Example for RACI Model
Tasks Developer TeamLead Functional Manager
Gathering business requirements from Customer I R/A C
Development and requirement validations R A C I
Testing and documentation R R/A C I
Project planning and management I R R A
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