Last updated on 19th Jul 2020BlogTutorials
ITIL is a set of guidelines that helps Software professionals in delivering the best IT services. These guidelines are best practices that are gathered, observed, and put together over time to deliver quality IT services. The full form of ITIL is Information Technology Infrastructure Library.
Popular IT services covered by ITIL are Cloud services, backup, network security, Data processing and storage, managed print services, IT consulting, Help desk support, IOT etc.The systematic and structured approach of ITIL framework helps an organization in managing risk, establishing cost-effective practices, strengthening customer relations. All these eventually result in building a stable IT environment for your business.
Why ITIL is required?
Here are some important reasons for using the ITIL method in business.
- Improving project delivery success.
- Managing constant business and IT change.
- Offering maximum value to customers.
- Enhancing resources and capabilities.
- Provide services that are useful and reliable.
- Planning processes with specific goals in mind.
- Clearly defines roles for each task.
- Deliver value for customers through services
- Integrate business and service strategies.
- Monitor, measure and optimize service provider performance.
- It helps to control IT investment and budget.
- Change the organizational culture.
- Improve the relationship with customers.
- Service management best practices.
- Better management of services and integration.
- Business services IT Functions.
- IT and business strategic planning.
- Aligning and Integrating IT and business goals.
- Obtaining and retaining the right resources and skillsets.
- Measuring IT organization effectiveness.
- Developing business and IT relationships and partnerships.
Important Terminologies and Definitions used in ITIL :
- Roles: are defined as collections of particular responsibilities and privileges. It may be held by an individual or team.
- Service Owner: The entity which is accountable for the overall design, performance, integration, and improvement of a single service.
- Process Owner: Responsible for the overall design, performance, integration, improvement, and management of a single process.
- Product Manager: Accountable for development, performance, and quality check and the improvement of a group of related services.
- Service Manager: Responsible for the development, performance, and improvement of all services in the environment.
- Services: A means of delivering value to customers without the need to specify costs and risks.
- Access : The level and scope of the functionality of a service or data that the user is allowed to use.
- Capabilities: It is specialized skills of an organization apply to resources in order to create value.
- Functions: Self-contained subsets of an organization which is intended to accomplish specific tasks.
- Processes: Structured group of activities designed to achieve a specific objective.
- Resources: They are raw materials that contribute to a service, such as money, equipment, time, and staff.
Features of ITIL.
Here are some important features of ITIL :
- One language/terminology.
- ITIL is a means to deliver a consistent quality.
- Focus on IT. However, it is just not only suitable for IT.
- Existing activities and how to optimize them.
- Related process and tasks (roles).
What ITIL is not?
- ITIL is not a complete blueprint, but just bricks and material from which you can build your own building depending upon your business needs.
- It is not a quick fix, but a set of processes that you need to build into the mind-set of your employees, and that must be continually updated and improved.
- It is not only another method of control but a way of setting up your organization so that it works towards the goals without controlling management.
Important ITIL stages
Stages of ITIL
Service Strategy: Service Strategy Operations ensure that services such as fulfilling user requests, working on service failures, fixing problems and carrying out routine operational tasks efficiently and effectively.
Here, are important services comes under this stage:
- Finance management: The Financial Management services provides a means of understanding and controlling costs and opportunities associated with services.
- Service Portfolio Management: Service Portfolio Management helps you to organizes the process by which services are identified, evaluated, selected, and chartered.
- Demand Management: The Demand Management is concerned with understanding and influencing customer demand. It also involves User Profiles, which characterize various groups of users for a given service.
- Service Design: This stage ensures agreed service are delivered when, where, and at the defined cost.Here, are important services comes under this stage:
- Service Level Management: Service Level Management is deals with securing and managing agreements between customers and the service provider irrespective of the level of performance and reliability associated with specific services.
Here, are important services comes under this stage:
Availability Management: Availability Management service is concerned with the agreed-upon availability requirements as established in Service Level Agreements (SLA).
Capacity Management: Capacity Management is focused with ensuring that at all times, the cost-effective capacity exists that meets or exceeds the demands of the business as established in Service Level Agreements
IT Service Continuity Management: IT Service Continuity Management (ITSCM) process ensures that the service provider provides the minimum agreed-upon levels of service. It uses techniques like Business Impact Analysis (BIA) and Management of Risk (MOR).
Service Catalog Management: The Service Catalog is a subset which contains services available to customers and users.
Service Transitions: The goal of the Service Transition process is to build and deploy IT services. It also make sure that changes to services and Service Management processes are conducted in a coordinated way.
Change Management: Change management activity controls the lifecycle of all the changes with minimum disruption to IT services.
Service Asset and Configuration Management: The goal of this service is to maintain information about configuration items needed to deliver an IT service, including their relationships.
Release and Deployment Management: This process helps you to plan, schedule, and control the movement of releases to conduct testing to live environments. It also ensures that the integrity of the live environment is protected and the correct components are released.
Transition Planning and Support: This ITIL process mainly focuses on planning and coordinating the use of resources to deploy a major release within the expected cost, time and quality.
Service Validation and Testing: This process helps to deployed releases and the resulting services able to meet expectations of the customer.
Evaluation: Evaluation process helps you to assess major changes, like the introduction of a new service or a significant change to an existing service
Knowledge Management: The objective of knowledge management service is to gather, analyze, store, and share knowledge and information within an organization. It helps improving efficiency by reducing the need to rediscover knowledge.
Service Operations: This ITIL stage focuses on meeting end-users’ expectations while balancing costs and discovering any potential problems.
Service Desk: It is the main point of contact between users and the service provider. A service desk handles communication with the users and also manages incidents and service requests.
Incident Management: The objective of Incident Management is to manage the lifecycle of all incidents. It also makes sure that services are returning back to the IT service to users as fast as possible.
Problem Management: The objective of problem management is to manage the lifecycle of all problems. It helps IT organization to prevent incidents from happening and minimize the impact of incidents which cannot be prevented.
Event Management: The object of event management is to make sure configuration items and services are continually monitored and to filter and categorize events to determine the specific actions.
Request Fulfilment: The objective of request management is to fulfil service requests. In many cases, they are minor changes (for example, requests for changing a password).
Technical Management: This function offers technical expertise and support for the management of the IT infrastructure.
Application Management: Application Management is a service that is responsible for managing applications throughout their lifecycle.
IT Service Operations: The goal is to maintain information about configuration items needed to deliver an IT service operations, including their relationships.
Continual Service Improvement: It makes sure that IT services can recover and continue from a service incident. It helps to conduct business simper analysis to prioritize business recovery.
ITIL v2. Vs. ITIL v3
Here are the major differences between ITIL v2. And ITIL v3.
|ITIL v2||ITIL v3|
|It is centred around the product, process, and people.||It is centred around a product, process, people, and partners.|
|The version provides a process-oriented approach||The version provides Lifecycle based approach.|
|In v2 of ITIL, security management is part of the evaluation.||In v3, security management is a completely separate process.|
|Focuses on service design and service strategy||Equal attention to all processes|
|Have 10 processes and 2 functions.||Have 26 processes and 4 functions.|
The ITIL Service Value System
- To create value to customers through IT enabled services, ITIL®4 considers Service Value System (SVS), that represent the various service assets (components) & Organizational activities throughout the service life cycle.
- The Service Value System (SVS) depicted in ITIL®, facilitates and stresses on integration and coordination across the service value stream and provides direction to the organization through a strong and unified approach.
- It considers the need for flexibility, adaptability, and adoptability for organizations to enable sustainability and consistency.
The various components of ITIL® Service Value System (SVS) are:
- Guiding Principles
- Service Value Chain
- Continual Improvement
The ITIL® Service Value System (copyright of AXELOS®, reproduced under the license from AXELOS® Limited)
Guiding principles: These are the recommendations which guide an organization in all circumstances, irrespective of dynamics (changes) in its goals, strategies, type of work, or management structure.
There are seven principles which are mentioned below:
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- An organization needs direction and an established control system, to ensure the achievement of goals and objectives.
- ITIL®4 stresses the importance of governance for a successful IT Service Management and considers governance as one of the critical components of a service value system.
- Governance basically refers to the Evaluation, Direction & Monitoring activities of a governing body of ITSM.
Service value chain:
In an IT service lifecycle there will be a continual value creation & realization which needs a set of interconnected activities, which are performed by service provider organizations, enabling them to deliver a product or service, which creates value to its consumers and facilitates realization of value.
Practices are a set of organizational resources which are designed for performing work or accomplishing the objectives of the organization through achievement of objectives of practices. There are 34 practices. They are
- General Management practices – 14
- Service Management Practices – 17
- Technical Management Practices – 3
Improvement of services, service performance, performance of service component etc., is needed for sustenance and growth of any organisation. In the absence of such efforts being put by an organization, it would fail to sustain and remain in the market. Continual improvements are needed to continually meet all the stakeholders’ expectations.
ITIL®4 focuses on continual improvement and has recommended the ITIL® continual improvement model.
The Four Dimension Model
Four Dimension Model (copyright of AXELOS®, reproduced under the license from AXELOS® Limited)
A holistic approach is essential for effective IT Service Management. To ensure this the four dimensions of service management are outlined in ITILF, from which ITSM should consider each component of SVS. The four dimensions are:
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes.
ITSM Organizations have to ensure & retain the balance & effectiveness of SVS, by giving an appropriate amount of focus on each of the four dimensions depicted. Each of these four dimensions will have influence from the various factors, which also need to be considered critically. These include Political, Economical, Social, Technological, Environmental & Legal (PESTEL) factors.
Why Do We Need ITIL Certification?
- The artwork of servicing a customer requires certain guidelines, direction, and vision.
- ITIL is the main de-facto standard for delivering services to clients and is unparalleled in the IT business.
- Both there may be ITIL or there may be nothing else – there are not any rivals. I hope you understand what ITIL is or else you’re lagging behind by a good distance.
- ITIL is an acronym for Information Technology Infrastructure Library.
- ITIL is a set of best practices associated with managing companies and the inputs that got here from varied organizations.
- It guides service supplier organizations in organizing providers and operating it effectively and at low cost.
- This in flip makes the client completely happy and brings in additional enterprise – which is what all organizations are got down to do.
- ITIL was designed initially for infrastructure services alone, like Windows services, mainframes, and storage amongst others, like offering Microsoft SharePoint companies, or sustaining database through SAP.
Advantages of ITIL
Here, are pros/benefits of using ITIL services :
- Increase customer satisfaction
- Improve service availability
- Financial management
- Allows you to improve the decision-making process
- Helps you to control infrastructure services
- Helps to create a clear structure of an organization
Application of ITIL
Here, are important areas where ITIL plays an effective :
- IT and business strategic planning
- Implementing continuous improvement
- Obtaining and retaining the right resources and skill sets
- Reducing total cost and overall cost of ownership
- Demonstrating the business value to IT
- Helps you to measure IT organization effectiveness and efficiency
- The acronym/abbreviation of Information Technology Infrastructure Library is ITIL.
- ITIL framework helps in improving project delivery success and managing constant business and IT change.
- ITIL was first published in 1990 and after modification it was republished in 1995
- ITIL is a means to deliver a consistent quality.
- Remember that ITIL is not a complete blueprint, but just bricks and material from which you can build your own building, depending upon your business needs.
- Important ITIL stages are 1) Services Strategy 2) Service Design 3) Service Transition 3) Service Operations 4) Continual Service Improvement
- ITIL v2 is centred around the product, process, and people whereas ITIL v3 is centred around a product, process, people, and partners.
- ITIL services allows you to improve the decision-making process
- ITIL services are used for implementing continuous improvement in the organisation
|Sr.No||Role & Responsibility|
|1||Business Relationship ManagerMaintains good relationship with customersIdentifies customer’s needsEnsures service provider meet customer’s |
needWorks closely with Service Level Manager
|2||Demand ManagerResponsible for understanding, anticipating, and influencing customer demand for servicesWorks with capacity manager to ensure |
that service provider has sufficient capacity to meet the required demand
|3||Financial ManagerResponsible for accounting, budgeting, and charging requirements|
|4||IT Steering Group (ISG)Sets direction and strategy for IT servicesReviews the business and IT strategies in order to make sure that they are alignedSets |
priorities of service development programs
|5||Service Portfolio ManagerDecides on a strategy to serve customers in cooperation with ISGDevelops service provider’s offering and capabilities|
|6||Service Strategy ManagerWorks with ISG in producing and maintaining the service provider’s strategyResponsible for communicating and implementing |