Topic 2: ITIL Framework

Information Technology Infrastructure Library

ITIL stands for…

ITIL

a framework for managing IT services effectively using best practices, which provides guidance on how to design, deliver, support and improve IT services in organizations

processes

ITIL includes a set of … that can be tailored to an organization's needs to achieve its business goals.

1. Best Practices Framework

2. Alignment with Business Goals

3. Improved Service Quality

4. Operational Efficiency

5. Clear Communication and Collaboration

6. Continuous Improvement

6 Reasons ITIL is the standard for ITSM

Best Practices Framework

ITIL offers structured guidelines for managing IT services, ensuring high-quality, consistent service delivey.

Alignment with Business Goals

ITIL aligns IT services with business objectives, helping organizations understand and prioritize IT initiatives to support overall goals

Improved Service Quality

ITIL helps deliver services that meet customer expectations by managing service levels, incidents, problems, and changes, leading to better service quality and reliability

Operational Efficiency

ITIL promotes efficient IT service management, streamlining workflows, optimizing resources, and reducing costs.

Clear Communication and Collaboration

ITIL fosters good communication and collaboration within IT and with other business units, improving service delivery and customer satisfaction

Continuous Improvement

ITIL encourages regular assessment and improvement of service performance to adapt to changing business needs and stay competitive.

34

The ITIL Framework has .. practices.

CCTA (Central Computer and Telecommunications Agency)

ITIL was developed by which agency in the UK?

GITM (Government Information Technology Infrastructure Management)

ITIL was developed by the CCTA as what framework?

1980

What year was ITIL developed?

ITIL V1

Version of ITIL that focuses on IT operations and service support.

late 1980s

When was ITIL V1 introduced?

late 1990s

When was ITIL V2 introduced?

ITIL V2

Version of ITIL that offers IT operations and service support, and expanded to include more ITSM areas.

ITIL V3

Version of ITIL that introduced a lifecycle approach, with five core volumes

2007

What year was ITIL V3 introduced?

1. Service Strategy

2. Service Design

3. Service Transition

4. Service Operation

5. Continual Service Improvement

5 core volumes introduced by ITIL V3

2011

What year was a minor update to ITIL V3 introduced?

ITIL V4

Version of ITIL that integrates Agile, DevOps and Lean methodologies. Shifted to a more holistic and flexible approach.

2019

What year was ITIL V4 introduced?

Agile, DevOps, Lean

3 methodologies incorporated by ITIL V4

General Management, Service Management, Technical Management

3 Management types in ITIL

Continual Service Improvement, Knowledge Management

2 practices in General Management

Change Management, Incident Management, Problem Management

3 practices in Service Management

CSI (Continual Service Improvement)

Management that is about constantly evaluating and enhancing IT services and processes to make them more efficient and effective.

Knowledge Management

Practice that involves capturing, sharing, and using information within an organization. Ensures that useful information is available to the right people at the right time to improve efficiency and prevent having to rediscover solutions.

Change Management.

A practice that controls the lifecycle of all changes to minimize disruption to IT services. Uses standardized methods and procedures for handling changes efficiently

Incident Management

Practice that is about handling all incidents to quickly restore normal service and minimize business impact.

Incident

An unplanned interruption or reduction in the quality of an IT service.

Problem Management

A practice that identifies and manages the root causes of incidents to prevent them from happening and to minimize their impact.

proactive, reactive

Problem Management involves …. activities to prevent incidents, and ….. activities to resolve issues.

7

ITIL V4 introduces how many guiding principles that provide organizations with a foundation for adopting ITIL practices?

1. Focus on Value

2. Start Where you are

3. Progress Iteratively with Feedback

4. Collaborate and Promote Visibility

5. Think and Work Holistically

6. Keep it Simple and Practical

7. Optimize and Automate

Seven guiding principles in ITIL

deliver value to customers and stakeholders

The primary focus of ITIL is to…

Focus on Value

A principle where organizations should understand customer needs and align their services and activities to create value that supports business objectives.

continually assessed

Value should be …., and improvements should be made accordingly.

Start Where You Are

A principle of ITIL that says organizations should assess their current state and work with their existing resources, capabilities, and culture.

starting from scratch

ITIL encourages organizations to leverage what they already have to initiate improvement efforts, rather than…

incremental

The “Start Where You Are” principle promotes a practical and … approach to adopting ITIL.

Progress Iteratively with Feedback

A principle of ITIL that emphasizes an iterative approach to service improvement. Organizations should break down large initiatives into smaller, manageable steps, continuously learning and adapting based on feedback and outcomes.

regular feedback loops

Allows for quicker adjustments and improvements

Collaborate and Promote Visibility

A principle of ITIL that emphasizes the importance of breaking down silos and fostering collaboration among teams and stakeholders. Sharing info and best practices promotes better decision-making and supports a culture of continual improvement.

continual improvement

Sharing information, knowledge, and best practices promotes better decision-making and supports a culture of…

Think and Work Holistically

A principle of ITIL that encourages organizations to view the entirety of services and processes, considering the entire service value chain.

Think and Work Holistically

A principle of ITIL that emphasizes interconnectedness and interdependencies of various components, functions, and processes.

end-to-end

Organizations should consider the … perspective and optimize the entire service lifecycle.

Keep it Simple and Practical

A principle in ITIL that states organizations should strive to keep processes, documentation, and practices simple and easy to understand and implement.

Unnecessary complexity

This should be avoided when focusing on practical solutions to provide value and meet organization needs.

Optimize and Automate

Principle of ITIL that promotes the use of technology and automation to improve efficiency and effectiveness.

Optimize and Automate

Principle of ITIL that states organizations should continually seek opportunities to automate manual tasks, streamline processes, and eliminate waste.

Automation

Frees up resources and enables staff to focus on higher-value activities

making informed decisions, enhanced collaboration, continuous improvement

3 improvements the 7 guiding principles makes to organizations

5

The ITIL service lifecycle consists of .. stages.

1. Service Strategy

2. Service Design

3. Service Transition

4. Service Operation

5. Continual Service Improvement

5 stages of the ITIL Service Lifecycle

Service Strategy

Stage in the IT service lifecycle about figuring out what IT services a company needs to meet its goals. The company looks at what its customers want, decides which IT services to provide and figures out the best way to use its resources.

Service Design

Stage in the lifecycle where the company designs the services needed in detail. Making sure the services meets customer needs, deciding how to measure service quality, and planning the resources needed to deliver these services.

Service Transition

Stage in the lifecycle about moving new or updated IT services from the planning stage to being used by live customers

Service Operation

Stage in the lifecycle about making sure IT services are always working well. This means constantly watching over these services, fixing problems that come up, and making sure they’re secure and reliable.

Continual Service Improvement (CS)

Stage in the lifecycle where the company regularly checks how its services are doing, figures out where they can be better, and makes those improvements.