A brief introduction to ITIL, especially its service lifecycle, plus a short description of what Wake Forest University's Information Systems department has done to date.

1. Introduction to ITIL INFORMATION SYSTEMS BUILDING | FEBRUARY 13, 2009

2. What do we (as IT professionals) do? http://www.flickr.com/photos/26667277@N00/40481287

3. Do we manage cables, servers, and technicians? http://www.flickr.com/photos/88483799@N00/491930538

4. Do we manage projects and produce deliverables? http://www.flickr.com/photos/43848597@N00/305318536

5. Do we offer services? http://www.flickr.com/photos/46425925@N00/128348535

6. “ IT Service Management,” or ITSM, is the study of IT in terms of the services it provides. http://www.flickr.com/photos/47568208@N00/148037316

7. The “IT Infrastructure Library,” or ITIL, is a set of five books that offer ITSM guidance.

8. One of ITIL’s core concepts is the “Service Lifecycle.” 5. Continual Service Improvement

9. ITIL’s Service Lifecycle 5. Continual Service Improvement

10. ITIL’s Service Lifecycle 5. Continual Service Improvement

12. ITIL’s Service Lifecycle 5. Continual Service Improvement

14. ITIL’s Service Lifecycle 5. Continual Service Improvement

16. ITIL’s Service Lifecycle 5. Continual Service Improvement

18. ITIL’s Service Lifecycle 5. Continual Service Improvement

19. The Six-Step Improvement Model

20. ITIL’s Service Lifecycle 5. Continual Service Improvement

22. We created a change management procedure. Receive Classify Analyze

23. Approve Build Test Schedule Implement Review Close

24. We created a technical service catalog. CAMPUS WIDE APPLICATIONS BANNER SERVICES ADMINISTRATION DEPARTMENTAL APPLICATIONS MONITORING SECURITY AND ACCESS OTHER PHYSICAL INFRASTRUCTURE DATA STORAGE AND RECOVERY WIN SERVICES CONNECTIVITY ENTERPRISE APPLICATIONS: REPORTING AND ENTERPRISE INFORMATION TELECOMMUNICATIONS Unified Messaging Voice Over Internet Protocol (VoIP) Voicemail Basic Telephone Service Automatic Call Distributor (ACD) Long Distance Service Telephone Menus DEDICATED TECHNICAL SUPPORT