ITIL (Information Technology Infrastructure Library) is a set of detailed practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business.
||Our services and utilities are aligned to ITIL, while the main focus is on the stage Continual Service Improvement (CSI)...
|... and the so called Seven-Step Improvement guideline.
For additional information on ITIL please refer to the section 'Short Introduction to ITIL' below > link.
Please find several additional information by following the links in the table:
||KnowledgeRiver and ITIL
||Describes KnowledgeRiver's alignment to ITIL.
||Utilities and ITIL
||Overview about utilities to gather, analyze and report data of Data Center environments.
||ITIL: Seven-Step Improvement guideline
||Describes KnowledgeRiver's alignment to this extremely important guideline as part of 'Continual Service Improvement'.
||Service DC100 Architect
||The service description of 'Data Center 100% Architect' gives as well information about ITIL relationship.
||Service DC360 Think-Ahead
||The service description of 'Data Center 360Â° Think-Ahead' gives as well information about ITIL relationship.
||Service DC360 Investigation
||The service description of 'Data Center 360Â° Investigation' gives as well information about ITIL relationship.
||ITIL Self-Assessment Study
||Self-assessment, where the final page will provide a gap analysis (survey takes 20-30 minutes).
Short Introduction to ITIL
In its current form (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.
ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
Since July 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the Cabinet Office. AXELOS licenses organisations to use the ITIL intellectual property, accredits licensed examination institutes, and manages updates to the framework. Organizations that wish to implement ITIL internally do not require this license.
ITIL 2007 has 5 volumes/stages, published in May 2007, and updated in July 2011 as ITIL 2011 for consistency.
ITIL 2011 has 37 main processes (marked below with a 'P').
1. Service Strategy (SS)
Understands organizational objectives and customer needs.
The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.
Strategy Management for IT Services (P01)
To assess the service providers offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, Strategy Management for IT Services is also responsible for ensuring the implementation of the strategy.
Service Portfolio Management (P02)
To manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Financial Management for IT Services (P03)
To manage the service providers budgeting, accounting and charging requirements.
Demand Management (P04)
To understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.
Business Relationship Management (P05)
To maintain a positive relationship with customers. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.
2. Service Design (SD)
Turns the service strategy into a plan for delivering the business objectives.
The objective of ITIL Service Design is to design new IT services. The scope of the Service Design lifecycle stage includes the design of new services, as well as changes and improvements to existing ones.
Design Coordination (P06)
To coordinate all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.
Service Catalogue Management (P07)
To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services interdependencies.
Service Level Management (P08)
To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
Risk Management (P09)
To identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
Capacity Management (P10)
To ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.
Availability Management (P11)
To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed availability targets.
IT Service Continuity Management (P12)
To manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.
Information Security Management (P13)
To ensure the confidentiality, integrity and availability of an organizations information, data and IT services. Information Security Management usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider.
Compliance Management (P14)
To ensure IT services, processes and systems comply with enterprise policies and legal requirements.
Architecture Management (P15)
To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.
Supplier Management (P16)
To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
3. Service Transition (ST)
Develops and improves capabilities for introducing new services into supported environments.
The objective of ITIL Service Transition is to build and deploy IT services. The Service Transition lifecycle stage also makes sure that changes to services and service management processes are carried out in a coordinated way.
Change Management (P17)
To control the lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.
Change Evaluation (P18)
To assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their lifecycle.
Transition Planning and Support (P19)
To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates (Project Management).
Application Development (P20)
To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.
Release and Deployment Management (P21)
To plan, schedule and control the movement of releases to test and live environments. The primary goal of Release Management is to ensure that the integrity of the live environment is protected and that the correct components are released.
Service Validation and Testing (P22)
To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
Service Asset and Configuration Management (P23)
To maintain information about Configuration Items required to deliver an IT service, including their relationships.
Knowledge Management (P24)
To gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
4. Service Operation (SO)
Manages services in supported environments.
The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Event Management (P25)
To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.
Incident Management (P26)
To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
Request Fulfillment (P27)
To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.
Access Management (P28)
To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in Information Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.
Problem Management (P29)
To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.
IT Operations Control (P30)
To monitor and control the IT services and their underlying infrastructure. The process IT Operations Control executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.
Facilities Management (P31)
To manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.
Application Management (P32)
Application Management is responsible for managing applications throughout their lifecycle.
Technical Management (P33)
Technical Management provides technical expertise and support for the management of the IT infrastructure.
5. Continual Service Improvement (CSI)
Achieves services incremental and large-scale improvements.
The Continual Service Improvement (CSI) process uses methods from quality management in order to learn from past successes and failures. The ITIL CSI lifecycle stage aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.
Service Review (P34)
To review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.
Process Evaluation (P35)
To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews. The Seven-Step Improvement guideline is a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.
Definition of CSI Initiatives (P36)
To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.
Monitoring of CSI Initiatives (P37)
To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.