ITIL

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What is ITIL?

ITIL (Information Technology Infrastructure Library), is the most popular approach to IT service management. ITIL provides efficient IT Service Management that enables businesses to manage risks, implement affordable practices, create a secure IT environment, and improve customer relations, which in turn will increase scalable business growth.

How IT Infrastructure Library can improve your enterprise performance?

Information Technology Infrastructure Library provides a structured approach to assist businesses in managing their IT services. It also offers the following advantages:

  • Reduced IT costs
  • Best practices implemented to provide better IT services
  • Service delivery that is efficient and customer-oriented will increase customer satisfaction
  • Provides the required standards and guidance
  • Productivity enhancement
  • Improved implementation of skills and experience
  • ITIL specifications allow third-party services to be delivered efficiently
  • ITIL is a great tool to help businesses deliver better services.
  • Businesses can manage failure, risk, and interruption.
  • Establishing strong customer relationships by offering services that are most relevant to the business’ needs.
  • Stability in infrastructure to support growth and change.

How much will ITIL cost you?

The ITIL is purchased as either a PDF or hard copy. Or, an online subscription. There is also a cost for training that varies each year. The course leading to the Initial Foundation Certificate is ideal for two days. However, the courses leading to higher-level certifications can last for up to a week. While repurposing processes to comply with the ITIL guidelines, there are other unavoidable expenses.

The ITIL Service Lifecycle

ITIL’s framework is broken down into five main categories:

  • Service Strategy
  • Service Design
  • Transition to Service
  • Service Operations
  • Continuous Service Improvement

Each of the processes mentioned above is considered the output of the next process. The ITIL framework allows enterprises to integrate service strategies and business strategies, monitor and improve performance, and reduce costs.

Service Strategy Process

This involves the development of service concepts as well as the ability to select services.

Service Portfolio Management Process:

This refers to the entire set of services managed by one service provider. They are composed of three main components.

  • Service Pipeline
  • Service Catalog

Retired Service

Service portfolio management is a systematic way to select, identify, evaluate, and explain the process.

Demand Management Process

This is a process that aims to understand and control the requirements of the customer.

Models of Demand Management are constructed in terms:

  • User Profiles are used to group users into different groups for service.
  • Patterns of Business Activity allows you to determine how users use a service over some time.

Financial Management Process:

Financial Management Process allows users to understand and manage their costs. The following components are included in this process

  • Accounting
  • Budgeting
  • Charging

Strategy Operations

This is used to verify that user requests have been fulfilled if service problems are resolved promptly and if day-to-day operations are performed efficiently.

Service Design Process

This is the HTML service phase that deals with the creation of services.

People, Processes, Products, and Partners are four Ps of Service Design’ that should always be considered when designing a service.

These are the steps involved in Service Design.

  • Service Catalog Management The Service Catalog lists all services available to customers and users. Customers can access the service catalog. It serves as an entry point to all information services available in the real world.
  • Service Catalog Management allows you to manage and control the service catalog which contains all information about the current services available to customers.
  • Service level Management This is a process for managing service level agreements between service providers and customers that correspond to certain levels of reliability or performance.
  • Operational Level Agreements These agreements are very similar to performance agreements. SLAs.
  • Availability management This process is focused on managing the availability requirements as specified in Service Level Agreements. The configuration of any service that will be provided when needed is called availability.
  • Capacity management This is the process that determines the amount of capacity that is available to meet business needs as described in the Service Level Agreements.
  • Service Continuity management – This process ensures that the IT service provider delivers the services as agreed upon during the Service level agreement. This allows for a complete and consistent Business Continuity Plan.
  • IT Security Management This is the process of protecting the information and IT assets. This involves ensuring confidentiality, availability, and authenticity of information assets.
  • Service Transition This is a process that focuses on building and implementing IT services. This process also checks that the services have been modified in a well-organized and documented manner.
  • Change Management This is a tool that monitors and controls the lifecycle of any changes made.
  • Change Evaluation This examines the most significant changes made in the past, even before any changes are permitted to continue to the next stage.
  • Project Management The purpose of this process is to plan and organize the distribution of resources to implement a release within a preplanned cost and quality.
  • Application Design – This makes it possible to have the necessary IT services available.
  • Release Management – This process organizes schedules and manages the movement of releases for test and live environments.
  • Service Validation & Testing This is to verify that the service releases comply with customer requirements. It also checks if IT operations can support the new service.
  • Configuration Management and Service Asset – This is where you keep information about configuration items that are necessary to provide the requested or expected IT service.
  • Knowledge Management This process ensures that information and knowledge are collected, examined, archived, and shared within an organization.

Service Operation

  • Event Management This process monitors services continuously and categorizes events to determine the best actions.
  • Incident Management This process manages the entire lifecycle of incidents.
  • Request Fulfillment This process is designed to provide immediate solutions to service requests
  • Access Management This process allows authorized users to access the service. It also prevents unauthorized users from accessing the service. Access management implements certain policies set forth by Information Security Management.
  • Problem Management The purpose of this process is to manage and oversee all associated problems throughout their lifecycle. It prevents incidents from occurring or minimizes the impact of those incidents.
  • IT Operations Control The purpose of this process is to oversee and manage the IT services and associated infrastructure. It is responsible for executing and running daily tasks related to the operation of applications and infrastructure components.
  • Facilities Management This allows you to manage and monitor the IT infrastructure.
  • Application Management This is the process of controlling and monitoring applications throughout their entire lifecycle.

ITIL CSI (Continual Service Improvement) Process

This stage of the lifecycle is about implementing quality management techniques to learn from past failures and successes. It provides processes for IT organizations to assess and improve technology, service levels, and the overall management of services.

  • Service Review This is to continuously review business services and infrastructure services.
  • Process Evaluation This allows you to check the process frequently.
  • CSI Initiatives – This is where you decide on specific initiatives that will improve the services and processes that correspond to the reviews or evaluations.
  • Monitoring of CSI Initiatives – This is to verify that CSI initiatives are following the plan and to take remedial steps if necessary.
Melina Richardson is a Cyber Security Enthusiast, Security Blogger, Technical Editor, Certified Ethical Hacker, Author at Cybers Guards & w-se. Previously, he worked as a security news reporter.