1. 1
ITSM & ITIL
ITIL Explain
The ITIL (Information Technology Infrastructure Library) framework is designed to
standardize the selection, planning, delivery and support of IT services to a
business. The goal is to improve efficiency and achieve predictable service levels.
The ITIL framework enables IT to be a business service partner, rather than just
back-end support. ITIL guidelines and best practices align IT actions and expenses
to business needs and change them as the business grows or shifts direction.
Some Basics IT Service Management Terminology & Key Concepts:
Services
It is a means of delivering value to customers without requiring the customer to
own specific costs and risks.
Service Management
It is a set of specialized capabilities for delivering value to customers in the form of
services.
Service Assets
Service Assets or assets refer to the ‘resources’ and ‘capabilities’ which a Service
Provider must allocate in order to offer a service.
2. 2
Value, Utility and Warranty
The value of a service consists of two components: utility and warranty. Services
must offer both utility and warranty in order to have value. Utility, also called
‘fitness for purpose’, refers to the ability of the service to remove constraints or
increase the performance of the customer. Warranty, also called ‘fitness for use’ is
the ability of the service to operate reliably.
Processes
Processes are structured sets of activities designed to achieve a specific objective.
The four basic characteristics of processes are:
a. They transform inputs into outputs
b. They deliver results to a specific customer or stakeholder
c. They are measurable
d. They are triggered by specific events
Functions
Functions are self-contained subsets of an organization intended to accomplish
specific tasks. They usually take the form of a team or group of people and the tools
they use.
Roles
Roles are defined collections of specific responsibilities and privileges. Roles may
be held by individuals or teams.
3. 3
Resources
Resources are the raw materials which contribute to a service, such as money,
equipment, time, staff etc.
Capabilities
Capabilities are the specialized skills or abilities an organization applies to
resources in order to create value.
The ITIL Service Lifecycle
The entire framework of ITIL is divided into five broad components/categories:
Figure 1
5. 5
ITSM Explain
IT Service Management (ITSM) is not just about software tools, it is about process, people, and
technology. Software is a component of an ITSM solution.
ITSM software solutions usually come with several components such as a database, business
objects (Users, Groups, Roles, etc.), and a process engine. These software solutions can typically
be designed to meet most, if not all, ITIL recommendations. Be advised that organizations exist,
such as PINK that evaluate ITSM software solutions to certify their ITIL capabilities. Be sure to
choose ITSM tools that are certified if you plan to implement ITIL best practices.
6. 6
Benefits of ITIL
A more professional approach to service delivery leading to improved
customer satisfaction.
Best practice processes will improve IT services
Improved ROI of IT
Through the specification of ITIL® there will be improved delivery of third
party services.
Competence, productivity and capability of IT staff increased
Reduced training costs
Increased staff retention
Reduction in hidden costs
A clearer view of IT costs and assets
Increased ability to manage business risk and service disruption or failure
Improve positive relationships with customers by delivering efficient services
to meet their needs
Eliminate redundant work and improve resource utilization
Maintain performance indicators for benchmarking and direction
