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Itil V4

ITIL is a framework for managing IT service delivery and support. It defines best practices for designing, developing, operating, and improving IT services. The framework includes guidance for key service management processes and functions. Organizations use ITIL to improve IT service quality, align IT with business needs, and optimize the use of resources. Adopting ITIL's standardized processes helps deliver predictable services and maximize value for customers.

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Stephen Sethuraman
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92 views

Itil V4

ITIL is a framework for managing IT service delivery and support. It defines best practices for designing, developing, operating, and improving IT services. The framework includes guidance for key service management processes and functions. Organizations use ITIL to improve IT service quality, align IT with business needs, and optimize the use of resources. Adopting ITIL's standardized processes helps deliver predictable services and maximize value for customers.

Uploaded by

Stephen Sethuraman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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What is ITIL?

The Information Technology Infrastructure Library,


better known as ITIL, is the pre-eminent framework for
managing IT service delivery around the world. It defines a
service lifecycle model for delivering IT services by prescribing
specific processes and activities during the design, development,
delivery, and support of IT services to maximize efficiency and
maintain predictable levels of service. In Simple terms, IT
services are any IT activities that deliver business value to a
company’s end users, customers and other internal or external
stakeholders.

The latest iteration of the framework is ITIL 4. Launched in


2019, ITIL 4 has evolved from the previous version by re-
shaping much of the established ITSM practices in the wider
context of customer experience, value streams and digital
transformation, as well as embracing new ways of working, such
as Lean, Agile, and DevOps.

By adopting the ITIL framework, companies ensure that their


services are delivered according to a set of consistent, well-
defined processes that incorporate best practices and processes,
resulting in a predictable level of service for users.
Who uses ITIL?
Large, medium, and small organizations all over the world use
ITIL to help them improve the value of their services. ITIL helps
organizations in all industries and sectors solve business issues
as well as improving IT capability. Organizations use ITIL as a
guide to improve or implement a capability that provides
business value.

Concepts of ITIL
 Deliver the maximum value to customers without requiring
them to own unpredicted costs & risks

 Deliver the maximum service value to customers.

 Optimize the use of ‘resources’ & ‘capabilities’


 Services should offer the best utility and trustworthy
warranty.

 All the processes should be planned for the specific


objectives.

 Roles should be defined clearly for the task-oriented


collective efforts.

Core components of ITIL


ITIL concepts are built over five core components with inherent supporting

principles:

Service Strategy

The purpose of Service Strategy is to provide a strategy for the service lifecycle. The

strategy should be in sync with business objectives. This phase focuses on defining

services as strategic assets, and then maintaining and implementing a coherent,

deliberate strategy. Service strategy principles address business processes, corporate


governance and compliance, policies, corporate culture and decision-making, and

ensure that the business is geared for service improvement.

As mentioned above, each major category has subcategories. Within the category of

Service Strategy, there are four subcategories.


Service Design

Service design is the stage in the lifecycle that turns a service strategy into a plan for

delivering the business objectives. ITIL service design deals with the issues of capacity

management, continuity management, supplier management, service catalog

management etc. This phase includes the assessment of business management

processes to design and develop new service offerings or improve existing offerings.

ITIL Service Design provides guidance for the design and development of services and

service management practices. It covers design principles and methods for converting

strategic objectives into portfolios of services and service assets.

There are seven processes included in Service Design.


Service Transition

The objective of the Service Transition process is to build and deploy IT services,

making sure that changes to services and Service Management processes are carried

out in a coordinated way.

In this phase of the lifecycle, the design is built, tested and moved into production to

enable the business customer to achieve the desired value. This phase addresses

managing changes: controlling the assets and configuration items associated with the

new and changed systems, service validation, testing and transition planning to

ensure that users, support personnel and the production environment have been

prepared for the release to production. There are seven processes within the category

of Service Transition.
Service Operations

This stage focuses on meeting end-users’ expectations while balancing costs and

discovering any potential problems. The Service Operations process includes fulfilling

user requests, resolving service failures, fixing problems and carrying out routine

operational tasks. This is the only category of the five that has functions as well as

processes. There are five processes and four functions.


Continual Service Improvement (CSI)

The objective of this stage is to use methods from quality management to learn from

past successes and failures. It aims to continually improve the effectiveness and

efficiency of IT processes and services in line with the concept of continual

improvement adopted in ISO 2000. There is only one process in this area, and it has

seven steps:
What are the benefits of ITIL implementation?
The growing demand of ITIL professionals all across the world proves that the IT

industries are experiencing the tremendous benefits of ITIL framework. The following

6 benefits of ITIL are experienced by the majority of IT services providers:

 Faster and more flexible service delivery practices to support digital

transformation

 Better strategic alignment between IT and the business

 Smoother integration between evolving software delivery practices and the

enterprise customer support framework

 Improved service delivery and customer satisfaction

 Reduced costs through improved use of resources

 Greater visibility of IT costs and assets

 Better management of business risk and service disruption or failure

ITIL became a commonly used framework providing best practice guidelines on all

aspects of end to end service management. It covers complete spectrum of people,

processes, products and use of partners. Now a day’s ITIL is being practiced by almost

every company providing IT services to the customers.

Today, it has become a de facto standard for providing IT services. ITIL is the most

widely accepted approach to IT service management in the world. Organizations use

its proven best practices to run their business from strategy to daily reality.

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