1.1What is ITIL25
1.4Scope of ITIL27
1.5Strucutre of ITIL27
2Implementing ITIL Process11
3Relationship between ITIL Process19
1. ITIL – Introduction
IT Environment Today:
In today’s competitive environment, the IT management needs to provide high quality, cost-effective services, which maximize business benefits. The complexity of managing these services in the face of continually changing business requirements and customer expectations is rapidly increasing.
To meet these increasing demands, all organizations, large or small, public or private with centralized or decentralized IT services, need documented, systematic, and structured methods of service management.
1. What is ITIL
The Information Technology Infrastructure Library (ITIL) provides an effective IT Service Management approach, which increases service quality and ensures consistent improvement in IT strategy, design, development, and delivery.
ITIL is a generic framework created by using the practical experience of professional users to manage IT infrastructure and services. ITIL describes all the tasks, activities, inputs, and outputs of commonly used processes in an organization.
Over the years, the ITIL framework has developed to form a mature ITIL environment. This environment has certain fixed and variable components.
The fixed components are
• ITIL books
• Certification exams.
The variable components are
• The consultants
The fixed components are updated by using the practical experience of the consultants, trainers and suppliers. This is an ongoing improvement process for modifying the existing theoretical framework based on the best practices in the industry. ITIL provides a common terminology for the processes and functions and this makes ITIL the de facto standard in ITSM.
ITIL aims at designing various process that help organizations;
• Identify procedural gaps & redundancies in IT infrastructure
• Measures and benchmark system performance
• Meet the company’s IT needs using efficient and controlled methods
• Align the organizations strategies and decisions with key business objectives
Implementing IT Service Management with ITIL helps;
• Improves the quality of service as the provision of IT Services becomes more customer – focused
• Minimize the costs at the customer end disruptions in Service delivery bcoz of effective and consistent IT service.
• Channelize communication in the organization in a structured manner since it defines the roles in each process and also provides a better description of services.
• Common Terminology: Detailed term definition to help the people in IT organizations understand each other and easily exchange information.
• Standardization: Uniform frame of reference for
o Internal and external communications
o Procedure identification
• Process-Oriented Approach: Clear and defined process to help the organization to
o Easily implement changes
o Focus on corporate objectives
o Effectively outsource IT services
o Monitor the quality of services
o Introduce a Quality Management System
4. Scope of ITIL
The scope of ITIL includes the objectives, activities, roles and inputs and outputs of all the common processes present in an IT organization. However, ITIL recognizes that each organization has different implementations of the ITIL process. Therefore, it does not provide any restricting guidelines for process implementation.
5. Structure of ITIL
Following five elements combines the ITIL Structure