ITIL Processes: Navigating Through The Information Technology Infrastructure Library

itil processesNowadays, you will hardly find a company or business that does not rely on computers or information technology to excel and grow.  For this reason, many companies implement an  Information Technology Infrastructure Library, more commonly referred to as ITIL, so that all of the Information Technology services within the company are able to meet the direct needs of the business.  If you are in the Information Technology bubble, you have probably heard the words “ITIL” thrown around a few times.  However, there is still said to be only “little content” available for all of its implementation details.  Still, we are aware of the basic ITIL Stages and Processes.    To get you in the know, let’s go over the ITIL Processes involved in developing a framework for identifying, planning, delivering, and supporting Information Technology services to a business.

The Benefits of the ITIL Processes

Before we get into the processes, let’s take a look at the benefits of implementing these processes into a business model:

  • Improved Information Technology services within the company.
  • Reduced overall costs.
  • Improved customer satisfaction.  This is achieved by using a more professional approach to service delivery, which is one of the key processes in the ITIL stages.
  • Increased and improved productivity.
  • A better use of skills and experience within the business.
  • Improved delivery for third party services.

ITIL Stages

There are five stages which help to comprise the components of the ITIL Processes.  They are as follows:

  1. Service Strategy
  2. Service Design
  3. Service Transition
  4. Service Operation
  5. Continual Service Improvement

ITIL Service Strategy

The ITIL Service Strategy is comprised of 5 processes:

  1. Strategy Management:  Assess the offerings, capabilities, and competitors of the service provider while providing current and potential market spaces to develop strategies for customers.
  2. Service Portfolio Management:  Manages the service portfolio by ensuring that the service provider has to exact services it needs to achieve the required outcome for the business.
  3. Financial Management:  Managing the budget, accounting, and charging for the service provider.
  4. Demand Management:  Aims to understand the customer’s demand for the service, as well as anticipating and influencing their needs.
  5. Business Relationship Management:  Works to maintain a positive relationship with customers by identifying their needs and ensuring that the proper services and steps are taken to meet those needs.

ITIL Service Design

  1. Design Coordination:  Works to service the design activities by addressing the architecture, technology, processes, information, and metrics of the design activities.
  2. Service Catalog Management:  Maintenance of the service catalog by updating and producing accurate information to ensure that services run smoothly.
  3. Service Level Management:  Negotiation of Service Level Agreements with customers based on their agreed targets.
  4. Risk Management:  Works to identify, access, and control risks by determining and analyzing their given value to the business.
  5. Capacity Management:  Ensure that IT services are able to deliver their certain services at a cost effective and timely manner.
  6. Availability Management:  Helps to plan, measure, and improve the availability of IT services for the company so that targets can be met.
  7. IT Service Continuity Management:  Overall management of risks that could impact IT services, and working to reduce those risks.
  8. Information Security Management:  Maintain confidentiality and availability of the business’s information, data, and available IT services.
  9. Compliance Management:  Makes sure IT services meet legal requirements.
  10. Architecture Management:  Develops a blueprint for architectural developments.
  11. Supplies Management:  Makes sure that suppliers meet their commitments appropriately.

ITIL Service Transition

  1. Change Management:  Make sure that changes do not disrupt IT services.
  2. Change Evaluation: Assess and analyze any major changes taking place.
  3. Project Management (Transition Planning and Support):  To make sure that any major Release meets cost, time, and quality agreed upon.
  4. Application Development: Make sure that certain applications are available for certain IT services.
  5. Release and Deployment Management:  Have the release of live environments go smoothly by planning, scheduling, and controlling their movement.
  6. Service Validation and Testing:  To confirm that the Releases meet customer expectations.
  7. Service Asset and Configuration Management:  Have Configure Item information that is needed to meet a certain service.
  8. Knowledge Management:  Sharing valuable information and knowledge with parties of the organization.

ITIL Service Operation

  1. Event Management:  Categorize events based on their services and determine appropriate actions.
  2. Incident Management: Work to manage incidents and have services returned to users as soon as possible.
  3. Request Fulfillment: To help fulfill any service requests for changes.
  4. Access Management: Authorizes some non-users accessibility to certain policies and services.
  5. Problem Management: Help to manage te lifecycle of problems that occur and to prevent any further incidents from occurring.
  6. IT Operations Control: Control the operations and structure of IT services by analyzing daily tasks and choosing appropriate scheduling based on resources and performance.
  7. Facilities Management: Ensure that there is proper management of the physical environment of the IT area, such as managing: power, cooling, and building access.
  8. Application Management:  Keeping a close on applications throughout the life-cycle in the business.
  9. Technical Management:  Helps with any technical problems within the IT infrastructure.

itilprocessesITIL Continual Service Improvement

  1. Service Review:  To review the services the business offers on a regular basis and access their quality and determine if any possible changes should be made to the service structure.
  2. Process Evaluation:  Evaluate processes regularly and work with the processes that are unable to meet their targets.
  3. Definition of CSI Initiatives: Based on process evaluations, work to define certain initiatives that are made to improve services and processes.
  4. Monitoring of CSI Initiatives: Keep track of any changes or improvements made with any processes and make any more specific changes if necessary.

Some Interesting ITIL Facts

To keep your interest in the an  Information Technology Infrastructure Library, let’s briefly go over a few facts that you may not have known about this interesting approach for IT Service Management.

  • Although ITIL has been around since the 1980s, its roots are in the United Kingdom where its organization body is located.
  • Over 10,000 organizations in the world have adopted  ITIL stages and processes, one of them being Disney!
  • ITIL is comprised of a series of books used for guidance in certain areas of ITIL.
  • The overall ITIL process requires a strong executive sponsor before any changes can occur.  Naturally, people do not like to change or do things differently, and therefore, a strong backing is needed.
  • There is no real methodology to ITIL, just some overall guidelines for practicing the processes and stages properly.  Therefore, it is not an all-or-nothing idea.  A business or a company can take some ideas, and leave some based on their needs.
  • ITIL is not project management, and it is not a tool.  All you really need are a few templates and spreadsheets.  Unless your company or businesses is very large, you will not need any software.
  • ITIL offers certification in 3 levels: Foundation, Practitioner, and Manager.

Reap the Benefits of What ITIL Has to Offer!

A company or business can experience a wide range of benefits while adopting ITIL.  If you or your company has further interest in implementing the Information Technology Infrastructure Library, be sure to check out Udemy.com for a wide variety of courses on ITIL, as well as guides to help study for possible certification.  Help a business meet all of its IT servicing needs, and start using ITIL today!