For Service Management we recommend to structure the work and processes based on ITILv.3

Where does ITIL come from?

In the eighties names and number of IT Organizations Without Significant Market Power the internal procedures under the magnifying glass better results at lower costs. The Central Computer and Telecommunications Agency (CCTA), opinion organ of the British government, the best practices in card under the name ITIL: ‘Information Technology Infrastructure Library. Since the emergence of ITIL it became the worldwide standard for IT Service Management.┬áITIL is a timeless concept.

ITIL provides the following definition of Service Management: ‘The whole of capabilities that enable an organization with its IT services delivers value to the customer’.

The foundation for Service Management is in the ITIL v. 3 Service lifecycle approach. An IT service is defined as: ‘A way to deliver value to the customer by a customer to help to achieve the desired results, without that it is liable for specific costs or risks.’

In ITIL is the distinction between processes and functions of interest. Processes have the following characteristics: they are measurable, they deliver specific results, results are delivered to customers and these are reactions to a certain response (trigger).

What is the profit for an organization?

ITIL is not a blueprint that an organization one-to-one take over, but a collection of points where a conscious choice is made. Derived from agreements on quality of IT services, for each process performance indicators agreed, which critical performance indicators with regard to critical success factors: measurable and steerable.

Implementation of ITIL means in practice:

  • Unambiguous reference framework for the mutual communication between IT organization and the sides of the IT services.
  • Satisfied customers because IT services meet their needs.
  • Process driven of the IT organization enables better control possible.
  • Higher productivity by making optimal use of the skills and experience of staff within the IT organization.
  • IT services according to documented procedures.
  • Measurable agreements on quality of the IT services.

For each IT service be defined five stages, each described in a separate ITIL-manual. The five phases are:

  1. Service Strategy (determining the offered IT services in function of business)
  2. Service Design (design of the service on the basis of the strategy)
  3. Service Transition (entering the service)
  4. Service Operation (perform the service)
  5. Continual Service Improvement (the redirection of the service).

You can click on the following link to download an ITIL Guide*: itSMF An Introductory Overview of ITIL V.3

Overview ITIL Customer Domain:ITIL (click on the sheet to enlarge)

*Source: itSMF The IT Service Management Forum.