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ITIL

Overview​

ITIL stands for Information Technology Infrastructure Library. It is an IT Service Management framework (= reference model and method) based on proven best practices that helps organisations work in an economically efficient, customer-oriented, and quality-conscious way.

ITIL defines fundamental processes, roles, and terms for IT service organisations and provides a shared communication basis for everyone involved in a service.

Goals of ITIL​

  • Customer orientation
  • Cost control and reduction
  • Quality-assured service delivery
  • Integration of IT services and business processes
  • Effective and efficient IT services
  • Continuous improvement of services

ITIL Service Lifecycle​

The ITIL Service Lifecycle consists of five phases plus a continuous improvement wrapper:

Service Strategy​

Defines, based on customer needs and market assessment, which services the IT organisation offers and which capabilities need to be developed.

Service Design​

Determines concrete service requirements, develops solutions that meet those requirements, designs new services, and modifies or improves existing ones.

Service Transition​

Builds and rolls out new or modified IT services. Ensures employees are trained early, required materials (e.g. manuals) are created on time, and the service can be delivered by the target date.

Service Operations​

Ensures IT services are delivered effectively and efficiently. Includes fulfilling user requests, developing problem solutions, and performing operational tasks in live operation.

Continual Service Improvement (CSI)​

An ongoing improvement loop surrounding all phases. The ITIL process is subject to constant adaptation and improvement.