This presentation describes the adoption of ITIL practices at Fermilab and their role in transforming the IT organization and its operational processes. Emphasis is on the transition to a service-oriented operating model with clearly defined roles, responsibilities, and standardized procedures designed to improve service reliability, operational efficiency, and governance.

The presentation focuses on the Database Services group and covers the following areas:

• Service catalog overview and service definitions.
• Standard versus enhanced service offerings.
• User communication and service request workflows.
• Infrastructure and hardware requirements.
• Security, authentication, and access control requirements.
• Database availability requirements and scheduled maintenance planning.
• Backup, replication, and database recovery strategies, including Point-in-Time Recovery (PITR).
• Application of Change Management processes to configuration changes, migrations, and database upgrades.
• Incident analysis, root cause identification, and documentation of lessons learned.

Attendees will gain an understanding of how ITIL principles were applied to structure and standardize Fermilab’s IT services—specifically Database Services—resulting in improved service delivery, secure and reliable data management, and alignment with user and organizational requirements.