ITIL Information Technology Infrastructure Library
ITIL or Information Technology Infrastructure Library is the most popular I.T. Service Management framework. It is based on global best practices in I.T. Services.
The set of practices that ITIL provides, help you to align I.T. services with the real needs of customer. Customers feel more satisfied when the I.T service is thus aligned with their real needs. With ITIL practices in place, customers will have a great experience with the I.T. Services.
As mentioned above, Information Technology Infrastructure Library in its current form consists of 5 volumes, each covering a specific area of I.T. Services.
ITIL Service Strategy is the pivot of the Service Management Framework as it deals with how the overall I.T. Service of the business is defined. In its current form, Service Strategy consists of five processes, each serving a specific purpose or area.
A business needs a clear and easy to manage strategy for its I.T. Services. Strategy Management for I.T. services serves the same purpose by means of assessment of the Service Provider.
What the service provider has to offer, their capabilities, how they compare to their competitors, their current and potential market images are some of the things that help in this.
A Service Provider must have the right mix of resources to serve as per the need of the customer. I.T. Service Portfolio Management serves the purpose of making sure the I.T. Service Provider can indeed provide such services at a good cost. It does so by ensuring that the I.T. Service Provider does have the services in place as such.
It is important that an I.T. Service Provider manage their budget, accounts and other finance functions as per law in the service life time. Financial Management of I.T. Services serves this objective for the I.T. Services.
An I.T. Service Provider need to be able to understand what I.T. services the customer needs. This helps the I.T. Service Provider estimate and influence the type and level of I.T. services that the customer needs from time to time. All such activities are covered by the I.T. Demand Management and help us manage the I.T. Service in an efficient and effective way.
It is vital that all the stakeholders work well with each one for the good cause of a great business. They must have very good relationship with one and each. This purpose is served by I.T. Business Relationship Management.
The ITIL Service Design phase of the Service Management Framework involves a step by step approach to design a robust, efficient and long-lasting structure for the I.T. Service Management.
This is based on a clear understanding of the best of I.T. practices, processes, policies and governing principles and applying these to the I.T. Service Design.
The eight ITIL Service Design processes of the Service Management Framework are:
The ITIL Service Transition phase of Service Management Framework helps with the planning and managing the implementation of products and services built during Service Strategy and Service Design stages.
This focus on the ITIL Service Transition processes, practices and management techniques to build, test and implement the products and services helps the business with great long term gains.
The seven ITIL Service Transition processes of the Service Management Framework are:
ITIL Service Operation
The ITIL Service Operation phase of I.T. Service Management Framework covers the processes and techniques that are essential to provide the agreed levels of service to a business.
ITIL Service Operation includes the best practices for the business users and customers and the technology required to provide the services.
The five ITIL Service Operation processes of Service Management Framework are:
ITIL Continual Service Improvement
ITIL Continual Service Improvement means employing the best practices always and then improving on the same as time goes on and business expands. This also means lessons learned are used to update the processes to take the full benefit of these in I.T. Service.
The ITIL Continual Service Improvement is applied to all stages of Service Design, Service Transition and Service Operation in a 7 step process.
These seven steps of the ITIL Continual Service Improvement of Service Management Framework are:
ITIL can safely be implemented along-side I.T. Methodologies and Frameworks such as COBIT, Six Sigma, TOGAF, ISO 27000 and ISO/IEC 20000.
Please note that COBIT is an IT Governance and Controls framework.
ITIL provides a set of qualifications in a tiered structure for you with the flexibility and choice to suit your own key areas of interest.
The ITIL qualifications in increasing order of complexity are:
The ITIL Practitioner level is newly introduced.
Practitioner level is little more complex than the Foundation level and the main focus is on Continuous Service Improvement.
It is designed to help one to progress further on one’s understanding and awareness.
The Intermediate level is very famous all over the world. This qualification is offered separately for Service Life Cycle and Service Capability.
A candidate may chose to take one or more of these modules for the exam.
To appear for ITIL Intermediate level exam, one needs to receive formal training. This formal training can be taken from an A.T.O. (Accredited Training Organisation).
A candidate who does self-study will not qualify for Intermediate Exam.
The ITIL Expert level qualification requires one to demonstrate in-depth knowledge of all of ITIL concepts.
This level of qualification is well known for the benefits it gives candidates in both personal as well as professional growth.
A candidate needs to achieve Expert level qualification before progressing to the Master level which is the highest ITIL qualification.
The ITIL Master level is the top qualification. To be eligible for Master level, a candidate must have worked in a leadership role in I.T. Service Management.
A candidate must have had experience of applying a range of concepts, methods, principles and techniques etc. and must have already attained Expert level.
* You may find these sample question papers useful.
ITIL Framework provides with a set of roles and requires appropriate persons assigned to these so that they can take care of work.
The roles in Service Strategy are:
The roles in Service Design are:
The roles and boards in Service Transition are:
The roles and boards in Service Operation are:
The roles in Continual Service Improvement are:
The roles outside the I.T. organization are:
The roles and responsibilities may be documented in the RACI-Matrix.