ITIL foundation acts as a prerequisite to take other level exams. This enables individuals to start their career path in IT profession. ITIL framework consists of five stages as a part of service lifecycle. Each stage consists of a set of processes or functions that are aligned with IT organizational structure. Companies adopt some of these processes that are suitable for their teams.
ITIL is therefore flexible in terms of adoption. Following is the ITIL service lifecycle stages. Facilitates organizations to set business goals and develop a strategy to meet customer requirements and priorities.
Includes designing of processes and functions. This covers designing of service management processes, technology, infrastructure and products.
Focuses on maintaining the current state of service while deploying new organizational change. It ensures that risk and impact are in control so that there are no interruptions to any ongoing services. Service operation ensures day to day operational tasks are seamless and is responsible for monitoring infrastructure and application related services.
This is a part of quality check that aims towards continuous improvement of processes in an incremental manner. This happens throughout the service lifecycle. Businesses implement new projects or applications on a day to day basis.
It is important to analyze risk and impact before carrying out the planned activities. Based on the risk and impact, change approvals are planned including all relevant stakeholders. Change management records every detail of change that is requested for better tracking and audit.
Change management is crucial for an organization in order to effectively deploy new implementations without any downtime. Post implementation review is done to keep things in control. Business users expect smooth business operations without any disturbance.
However, in reality it is a challenge to achieve with the available complex infrastructure components and applications. Proactive approach to incident management deflects redundant tickets and also eliminates major incident occurrence.
ITIL 4 introduces four dimensions to be considered when delivering a service or product. This ensures that the full organization is taken into account, avoiding inefficient processes. It encourages organizations to map the four dimensions whenever they are designing a service or product, providing a framework for strategic-level planning. This dimension focuses on the structure and governance of the organization and the people involved in every aspect of the service.
This includes suppliers, customers, employees, and managers. Organizations should consider how teams are connected, the level of training, and the type of organizational culture.
This dimension denotes the tools, technology, and information needed to support both product delivery and IT governance and management. Considerations may include the capabilities and capacity of the support service and the technology required for the service. This element centers around the external suppliers and partners that help organizations deliver products and services.
The comparison of in-house versus outsourced capabilities is a key part of this dimension. Organizations should consider and compare the cost of outsourcing, as well as reliability, performance, and capacity. This dimension is all about how services and products are delivered. The Service Value Chain will be explored in more detail later in the article but can be used for an incident response as well as product development. It is a framework of processes for service management and is made up of five stages.
This structure helped ITIL become synonymous with best-practice service management. The stages contain processes and principles relative to the point in the Service Lifecycle, which moves in a linear way. To bring more flexibility into service management, this aspect of the framework evolved into the new Service Value Chain with the release of ITIL 4. A value stream is a journey between receiving a request or demand and delivering a product or service or value. In this instance, the model is based on six flexible activities that can be rearranged to create value streams for specific purposes.
The order of activities is able to dynamically shift to fit the requirement. An example could be creating an incident response process as part of a risk management strategy. The Service Value Chain naturally brings different areas of the whole organization together, with IT services as the link. The concept is an integral part of ITIL 4, as each activity can draw on procedure or practice outlined elsewhere in the framework. A holistic approach to high-level IT governance is promoted, allowing for informed strategic planning.
The six activities found within the Service Value Chain are:. In modern times, organizations must face a rapidly changing digital environment.
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The two bodies formed an alliance at the end of to further IT service management. Before implementing ITIL at your organizations, there are several questions you should answer, such as what problems your organization is trying to solve and what is your route to continual service improvement.
Each level required a stronger depth of knowledge and understanding of ITIL. This path will teach professionals everything they need to know about running successful IT projects, teams and workflows. This path focuses on how technology directs business strategy and how IT plays into that. For those already in the middle of working towards a ITIL v3 certifications, credits will transfer over to the new certifications. A well-run IT organization that manages risk and keeps the infrastructure humming not only saves money, but it also allows the business people to do their jobs more effectively.
For example, brokerage firm Pershing reduced its incident response time by 50 percent in the first year after restructuring its service desk according to ITIL guidelines, allowing users with problems to get back to work much more quickly. ITIL provides a systematic and professional approach to the management of IT service provision, and offers the following benefits:. Then there's the cost of training, which fluctuates each year. The course leading to the initial Foundation Certificate typically runs for two days, and courses leading to higher certifications can be a week or more.
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