ITIL is a framework with the set of best practices for delivering efficient IT support services. ITIL guides the way IT services are managed and delivered and aims to enhance the resources and reviews existing processes continuously to improve.
ITIL introduced by the British government’s Central Computer and Telecommunications Agency (CCTA) during the 1980s, soon it had been recognized, and in 2005 its practices contributed and aligned with the ISO Service Management standard.
Since 2013, ITIL is owned by Axelos, which is a venture between the cabinet Office and Capita. Axelos gives businesses the license to use the ITIL framework. The processes in ITIL are not organization specific, it can be implemented by any organization. It gives a framework to plan, implement and measure IT services to the organisations.
ITIL framework consists of 5 stages as a part of service lifecycle.
Each stage consists of a group of processes or functions.
- Service strategy: Sets business goals and develop a method to fulfill customer requirements and priorities.
- Service design: Designing the functions, service management processes, technology, infrastructure, and products comes under this stage.
- Service Transition: It focuses on maintaining the service while deploying new changes and ensures that risks are in control so there are no interruptions to any ongoing services.
- Service Operation: Ensures the day to day operation are seamless and monitoring infrastructure and application related services. It also enables businesses to fulfill customer’s requirements and priorities.
- Continual Service Improvement: Quality checks of continuous improvement of processes in increasing manner occur during this stage. It goes on throughout the service lifecycle.
ITIL helps businesses to deliver services to the customers in an efficient manner to achieve customer’s confidence and satisfaction.
These are some areas where ITIL plays a good role:
- IT and business strategic planning
- Setting an IT and business goals
- Implementing continuous improvement
- Acquiring and maintaining the proper resources and skill sets
- Reducing costs and the Total Cost of Ownership
- Achieving and demonstrating Value for Money and Return on Investment.
- Measuring IT organization effectiveness and efficiency
- Developing business and IT partnerships and relationships
- Improving project delivery success
The newest version, ITIL v4 contains nine guiding principles which covers organizational change management, communication and measurement and metrics.
These principles include:
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Keep it simple
ITIL also focuses on company culture and integrating IT into the general business structure and focuses on customer feedback, customer satisfaction and dissatisfaction. It encourages collaboration between IT and other departments, as other business units increasingly believe technology to get work done.
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