ITIL (IT Infrastructure Library) is a set of best practices for IT service management that provides a comprehensive framework for aligning IT services with business needs.

What is ITIL?

ITIL is a best practices framework for IT service management that provides guidance on how to design, deliver, and manage IT services effectively and efficiently.

ITIL Evolution

ITIL v1 (1989-2000)

  • Approach: IT infrastructure management
  • Processes: 30+ processes
  • Structure: Independent processes
  • Application: Primarily United Kingdom

ITIL v2 (2000-2007)

  • Approach: IT service management
  • Processes: 10 main processes
  • Structure: Grouped processes
  • Application: Worldwide adoption

ITIL v3 (2007-2019)

  • Approach: Service lifecycle
  • Processes: 26 processes and 4 functions
  • Structure: 5 lifecycle phases
  • Application: Worldwide standard

ITIL 4 (2019-present)

  • Approach: Digital service management
  • Processes: 34 practices
  • Structure: Service value system
  • Application: Digital transformation

ITIL 4 Structure

Service Value System (SVS)

  • Definition: Operational model for creation, delivery, and continuous improvement of value
  • Components: Input, opportunities, value, outcomes, costs, risks
  • Application: All service organizations

Service Value Chain

  • Plan: Service planning
  • Engage: Stakeholder engagement
  • Obtain/Build: Obtain and build
  • Deliver & Support: Deliver and support
  • Improve: Continuous improvement

ITIL 4 Practices

  • 34 practices: Set of organizational resources
  • Categories: General practices, service management practices, technical practices
  • Application: Flexible implementation

Service Management Practices

General Practices (14)

  • Architecture management: Architecture design
  • Continuity management: Continuity planning
  • Information security management: Security management
  • Measurement and reporting: Measurement and reporting
  • Portfolio management: Portfolio management
  • Project management: Project management
  • Relationship management: Relationship management
  • Risk management: Risk management
  • Service financial management: Financial management
  • Strategy management: Strategy management
  • Supplier management: Supplier management
  • Workforce and talent management: Workforce management
  • Organizational change management: Change management
  • Knowledge management: Knowledge management

Service Management Practices (17)

  • Availability management: Availability management
  • Capacity and performance management: Capacity management
  • Change enablement: Change management
  • Incident management: Incident management
  • Problem management: Problem management
  • Service configuration management: Configuration management
  • Deployment management: Deployment management
  • Monitoring and event management: Event management
  • Infrastructure and platform management: Infrastructure management
  • Service level management: Service level management
  • Service request management: Request management
  • Service desk: Service desk
  • Service continuity management: Continuity management
  • Service design: Service design
  • Service catalog management: Catalog management
  • IT asset management: Asset management
  • Release management: Release management

Technical Practices (3)

  • Deployment management: Deployment management
  • Infrastructure and platform management: Infrastructure management
  • Monitoring and event management: Monitoring management

Key ITIL Processes

Incident Management

  • Objective: Restore normal service as quickly as possible
  • Processes: Registration, categorization, prioritization, resolution
  • Metrics: Resolution time, user satisfaction
  • Tools: Incident management system

Problem Management

  • Objective: Identify and eliminate root cause of incidents
  • Processes: Identification, analysis, resolution, closure
  • Metrics: Resolution time, incident reduction
  • Tools: Problem management system

Change Management

  • Objective: Manage changes in a controlled manner
  • Processes: Request, evaluation, approval, implementation
  • Metrics: Implementation time, change success
  • Tools: Change management system

Configuration Management

  • Objective: Manage configuration information
  • Processes: Identification, control, audit, reporting
  • Metrics: Data accuracy, coverage
  • Tools: Configuration management database

Release Management

  • Objective: Manage releases in a controlled manner
  • Processes: Planning, building, testing, deployment
  • Metrics: Release time, release success
  • Tools: Release management system

ITIL Functions

Service Desk

  • Function: Single point of contact for users
  • Responsibilities: Request reception, incident resolution
  • Types: Local, centralized, virtual, specialized
  • Metrics: Response time, user satisfaction

Technical Management

  • Function: Technical infrastructure management
  • Responsibilities: Maintenance, monitoring, optimization
  • Areas: Networks, servers, databases, applications
  • Metrics: Availability, performance, capacity

Application Management

  • Function: Software application management
  • Responsibilities: Development, maintenance, support
  • Areas: Enterprise applications, web applications, mobile
  • Metrics: Availability, performance, quality

IT Operations Management

  • Function: Daily operations management
  • Responsibilities: Monitoring, maintenance, support
  • Areas: Infrastructure, applications, services
  • Metrics: Availability, performance, stability

ITIL Benefits

Organizational

  • Alignment: Alignment between IT and business
  • Efficiency: Improved operational efficiency
  • Quality: Improved service quality
  • Cost: Reduced operational costs

Technical

  • Processes: Standardized processes
  • Tools: Integrated tools
  • Metrics: Performance metrics
  • Improvement: Continuous improvement

Commercial

  • Satisfaction: Customer satisfaction
  • Competitiveness: Competitive advantage
  • Innovation: Innovation capability
  • Growth: Growth support

ITIL Implementation

Phase 1: Preparation

  • Commitment: Management commitment
  • Resources: Resource allocation
  • Team: Implementation team formation
  • Communication: Communication plan

Phase 2: Assessment

  • Current state: Current state assessment
  • Gaps: Gap identification
  • Risks: Risk assessment
  • Resources: Available resource evaluation

Phase 3: Planning

  • Objectives: Objective definition
  • Roadmap: Implementation plan
  • Priorities: Activity prioritization
  • Budget: Budget planning

Phase 4: Implementation

  • Processes: Process implementation
  • Tools: Tool implementation
  • Training: Staff training
  • Monitoring: Progress monitoring

Phase 5: Operation

  • Monitoring: Continuous monitoring
  • Assessment: Periodic assessment
  • Improvement: Continuous improvement
  • Update: Framework update

Tools and Resources

ITIL Tools

  • Service Management Tools: Service management tools
  • Configuration Management Database: Configuration management database
  • Service Desk Software: Service desk software
  • Monitoring Tools: Monitoring tools

Additional Resources

  • ITIL 4 Foundation: Basic certification
  • ITIL 4 Specialist: Specialized certifications
  • ITIL 4 Strategic Leader: Strategic certification
  • ITIL 4 Master: Master certification

Use Cases

Private Sector

  • Companies: Implementation in private companies
  • Critical sectors: Critical infrastructure
  • SMEs: Small and medium enterprises
  • Multinationals: Multinational companies

Public Sector

  • Government agencies: Implementation in agencies
  • Local governments: State and local governments
  • Defense: Defense sector
  • Health: Public health sector

Academic Sector

  • Universities: Higher education institutions
  • Research: Research institutions
  • K-12: Primary and secondary schools
  • Libraries: Public libraries

Best Practices

Implementation

  1. Executive commitment: Obtain management commitment
  2. Complete assessment: Perform exhaustive assessment
  3. Detailed planning: Develop detailed plan
  4. Gradual implementation: Implement gradually
  5. Continuous monitoring: Monitor continuously

Management

  1. Regular communication: Regular communication with stakeholders
  2. Continuous training: Continuous staff training
  3. Periodic assessment: Periodic progress assessment
  4. Continuous improvement: Continuous framework improvement
  5. Update: Regular framework updates

References

Glossary

  • ITIL: IT Infrastructure Library
  • SVS: Service Value System
  • SVC: Service Value Chain
  • CMDB: Configuration Management Database
  • SLA: Service Level Agreement
  • OLA: Operational Level Agreement
  • UC: Underpinning Contract
  • KPI: Key Performance Indicator
  • CSI: Continual Service Improvement
  • RACI: Responsible, Accountable, Consulted, Informed