What is ITIL? Framework, Process, Best Practices
What is ITIL?
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.
History of ITIL
Here, are important landmarks from the history of ITIL:
- ITIL was first published in 1990
- It was re-published on 1995
- ITIL was introduced to North America in 1997
- In 2002, V2 process-based book introduced
- In 2005, Work for version 3 begun
- In 2007, version 3 with 5 books ISO 20000 was launched.
- In 2011, upgrade version of V3 was released.
- In 2019, ITIL v4 was released
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
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.
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.
History of ITIL
Here, are important landmarks from the history of ITIL:
- ITIL was first published in 1990
- It was re-published on 1995
- ITIL was introduced to North America in 1997
- In 2002, V2 process-based book introduced
- In 2005, Work for version 3 begun
- In 2007, version 3 with 5 books ISO 20000 was launched.
- In 2011, upgrade version of V3 was released.
- In 2019, ITIL v4 was released
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
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.
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