ITIL® is a best practice system for improving IT service and management. It involves five aspects: Service Strategy, Service Design, Service Transition, Service Operation, and Continuous Service Improvement. It teaches IT managers how to create long-term strategic plans, identify and make best use of resources, implement new plans, and improve services over time.
The Information Technology Infrastructure Library (ITIL®) process, also called the service lifecycle, is a best practice system for improving IT service and management. It is geared towards helping IT managers and professionals produce quality IT services. ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the UK and other countries.
The ITIL® process, as outlined in ITIL® Version 3, involves five aspects of IT management. Start with a basic service strategy. Branches from the core are Service Design, Service Transition and Service Operation. Finally, the entire cycle is maintained by continuous service improvement.
The first aspect of the ITIL® process is the Service Strategy. This section focuses on clarifying and prioritizing IT services, resources, and market needs. It teaches IT managers how to research the current needs of the market, their businesses and their IT service departments to create a long-term strategic plan.
The Service Design section of the ITIL® process focuses on both the people and the technology involved in delivering IT services. This section teaches IT managers how to identify and make best use of people skills and job functions, computers, software and company resources. Managers should then be able to create a Service Design Package detailing all aspects of the IT services they will be providing and how these services will affect businesses and customers.
Service transition refers to the need to implement the new long-term plans outlined in the design package into the existing business framework. This section of the ITIL® process discusses how to change old ways of doing business to start working within the new design. This section also discusses how IT managers can remain flexible in the face of new and evolving IT technologies and services.
Service Operation is where IT plans and projects are executed with companies and customers. Emphasize operations management and service desk. This section of the ITIL® process shows IT managers how to perform the day-to-day production and delivery of IT services.
Like service strategy, continuous service improvement (CSI) affects all others. CSI gives IT managers the tools to monitor, evaluate and improve their services over time. The section points out that today’s new plans, projects and operations become obsolete very quickly in the IT services industry. CSI trains IT managers to remain vigilant in delivering effective, efficient and quality IT services.
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