ITIL and IT Service Management

ITIL® stands for Information Technology Infrastructure Library. It is a framework that provides best practices to align IT with business requirements. ITIL® v3 is the most widely used framework for IT process management that has five parts: ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operations and ITIL® Continual Service Improvement. Each of this part represents a phase in the ITIL® Service Lifecycle from offering to the building, implementing, monitoring and improving the service.

IT Service Management (ITSM) introduces the strategic approach which is needed to design, deliver, manage and improve the way information technology is used within the organisation. The aim of each IT Service Management framework is to ensure that whether the right people, processes, and technology are at a place or not.

Following are short descriptions of each part of the IT process management:

• ITIL® Service Strategy: What do customers want from the organisation?
• ITIL® Service Design: What will the particular service do, how do the organisation manage the risks that come with the service, and how will it identify and discuss the assumptions about the service with the client?
• ITIL® Service Transition: How can the particular service be put into production and people should know that what to do if there will be future issues with the service or product?
• ITIL® Service Operation: How can the organisation be prepared for the operational demands placed on it by the service? How to react quickly for minimising the impact of realised risks?
• ITIL® Continual Service Improvement: How to use Deming Cycle (Plan/Do/Check/Act) for getting better results at things than before? What should be the measurement of the organisation to support the strategy and plans? How to get “back on track” when things don’t go as planned for the service?