Wi-Fi nobody planned
A college buys fifty new Wi-Fi boxes in a hurry. They go on the walls. On the first day, 600 students log in at once. The boxes fall over.
Nobody asked what the Wi-Fi was for, who would use it, or who would look after it. The kit was fine. The planning was missing.
Key words
| Word | What it means |
|---|---|
| ITIL | a set of good practice for running IT services, written as a guide |
| Service lifecycle | the stages a service goes through, from idea to improvement |
| Service strategy | deciding why a service is needed and what the organisation wants from it |
| Service design | planning the service and everything that supports it, before it goes live |
| Business objective | something the organisation is trying to achieve |
| Fit for purpose | does the right job |
| Fit for use | works well enough, and reliably enough, when people need it |
| Live environment | the real system that people use every day |
The cells students fill in are left blank in this preview.
By the end of this lesson
Note
I can explain what happens in the service strategy and service design stages of ITIL, and apply them to a service.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
ITIL and its five stages
ITIL is a guide to good practice for IT services. It is used by many companies.
It describes a service lifecycle of five stages: service strategy, service design, service transition, service operation and continual service improvement.
This lesson covers the first two. The next lesson covers the other three.
Stage 1: service strategy
Service strategy starts from the business objectives. What is the organisation trying to do?
The strategy makes sure a service is fit for purpose, so it does the right job. It also makes sure the service is fit for use, so it works well and reliably when needed.
A college wants students to learn on their own laptops. That goal shapes the Wi-Fi service.
Check
Have a go
Check
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.