What are the ITIL®, Processes and Functions?, ITIL course
What are the ITIL® Processes and Functions? ITIL course
ITIL® Processes and Functions
Within ITIL®, the processes are distributed over the five books:
• Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals
• Service Design: Designing the services with utility and warranty objectives in mind
• Service Transition: Moving services into the live production environment
• Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved
• Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectives
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Service Lifecycle – Decision Levels
Three levels are identified in the decision-making process in an organization.
• Strategic level: Refers to the decisions made for the long term, to achieve goals and objectives. At a strategic level, communication is usually the responsibility of higher IT management, the CIO, and senior management within the business, depending upon the size and structure of the organization.
• Tactical level: Refers to the decisions made for medium term, acts proactively and as an intermediate between strategic and operational levels. At a tactical level, the customers will most likely talk to the Service Level Manager.
• Operational level: Refers to the decisions made for short term, to complete dayto-day operations.
What are the ITIL®, Processes and Functions?, ITIL course
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL – Course, online itil, itil certification, online material for itil course
What are the ITIL®, Processes and Functions?, ITIL course
What is the basic concept of ITIL?
ITIL defines a lifecycle for Service Management that allows us to consider the services in a global way: rationale, design, construction, testing, deployment, upgrade, and removal. The phases of the lifecycle are the following: Strategy: Promotes the vision of Service Management as a strategic asset.#ITIL
Service Desk ITIL, Information technology infrastructure library
Continual Service Improvement Measurements in ITIL – ITIL Course
What is ITIL certification?
ITIL is a global framework designed to help improve customer experience. Learn what is ITIL certification, benefits of certification and how to get certified. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments.
Service Desk ITIL, Information technology infrastructure library
ITIL Process
The ITIL Framework process contains the following stages: Service Strategy, Service Design, Service Transitions, Service Operations and Continual Service Improvement.
The following figure shows important ITIL Framework stages:
Service Strategy
Service Strategy Operations ensure that services such as fulfilling user requests, working on service failures, fixing problems and carrying out routine operational tasks efficiently and effectively.
Here, are important services comes under this stage:
Finance management
The Financial Management services provides a means of understanding and controlling costs and opportunities associated with services.
Service Portfolio Management
Service Portfolio Management helps you to organizes the process by which services are identified, evaluated, selected, and chartered.
Demand Management
The Demand Management is concerned with understanding and influencing customer demand. It also involves User Profiles, which characterize various groups of users for a given service.
Service Design
This stage ensures agreed service are delivered when, where, and at the defined cost.
Here, are important services comes under this stage:
Service Level Management
Service Level Management is deals with securing and managing agreements between customers and the service provider irrespective of the level of performance and reliability associated with specific services.
Here, are important services comes under this stage:
Availability Management
Availability Management service is concerned with the agreed-upon availability requirements as established in Service Level Agreements (SLA).
Capacity Management
Capacity Management is focused with ensuring that at all times, the cost-effective capacity exists that meets or exceeds the demands of the business as established in Service Level Agreements
IT Service Continuity Management
IT Service Continuity Management (ITSCM) process ensures that the service provider provides the minimum agreed-upon levels of service. It uses techniques like Business Impact Analysis (BIA) and Management of Risk (MOR).
Service Catalog Management
The Service Catalog is a subset which contains services available to customers and users.
Service Transitions
The goal of the Service Transition process is to build and deploy IT services. It also make sure that changes to services and Service Management ITIL processes are conducted in a coordinated way.
Change Management
Change management activity controls the lifecycle of all the changes with minimum disruption to IT services.
Service Asset and Configuration Management
The goal of this service is to maintain information about configuration items needed to deliver an IT service, including their relationships.
Release and Deployment Management
This process helps you to plan, schedule, and control the movement of releases to conduct testing to live environments. It also ensures that the integrity of the live environment is protected and the correct components are released.
Transition Planning and Support
This ITIL process mainly focuses on planning and coordinating the use of resources to deploy a major release within the expected cost, time and quality.
Service Validation and Testing
This process helps to deployed releases and the resulting services able to meet expectations of the customer.
Evaluation
Evaluation process helps you to assess major changes, like the introduction of a new service or a significant change to an existing service
Knowledge Management
The objective of knowledge management service is to gather, analyze, store, and share knowledge and information within an organization. It helps improving efficiency by reducing the need to rediscover knowledge.
Service Operations
This ITIL stage focuses on meeting end-users’ expectations while balancing costs and discovering any potential problems.
Service Desk
It is the main point of contact between users and the service provider. A service desk handles communication with the users and also manages incidents and service requests.
Incident Management
The objective of Incident Management is to manage the lifecycle of all incidents. It also makes sure that services are returning back to the IT service to users as fast as possible.
Problem Management
The objective of problem management is to manage the lifecycle of all problems. It helps IT organization to prevent incidents from happening and minimize the impact of incidents which cannot be prevented.
Event Management
The object of event management is to make sure configuration items and services are continually monitored and to filter and categorize events to determine the specific actions.
Request Fulfilment
The objective of request management is to fulfil service requests. In many cases, they are minor changes (for example, requests for changing a password).
Technical Management
This function offers technical expertise and support for the management of the IT infrastructure.
Application Management:
Application Management is a service that is responsible for managing applications throughout their lifecycle.
IT Service Operations
The goal is to maintain information about configuration items needed to deliver an IT service operations, including their relationships.
Continual Service Improvement
It makes sure that IT services can recover and continue from a service incident. It helps to conduct business simper analysis to prioritize business recovery.