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    Essential ITIL: Processes and functions
    Essential ITIL: Processes and functions
    Essential ITIL: Processes and functions
    Ebook113 pages1 hour

    Essential ITIL: Processes and functions

    By AXELOS

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    About this ebook

    Provides information on all of the ITIL processes and functions. It can be used as an entry point, giving insight into ITIL and guiding the reader to specific topics within the ITIL core guidance publications to help them find out more. It can also be used in its own right to provide basic information about the ITIL framework and its processes. Each process is presented in the same way, with information on its purpose, benefits and features.

    Key features

    Provides a process-focussed overview of ITIL in one place

    User-friendly

    Aligned with the content of the core guidance

    LanguageEnglish
    PublisherTSO
    Release dateApr 30, 2013
    ISBN9780113315086
    Essential ITIL: Processes and functions
    Author

    AXELOS

    A modern, ever-evolving company for a modern, ever-changing world. In the ever-changing world of the 21st century, AXELOS’ commitment to nurturing best practice communities on a worldwide scale remains constant. The goals of AXELOS are many and varied, each one aimed at helping businesses and individuals reach success, and empowering them to truly stand out in a competitive market: •We strive to encourage growth, development and progress •We always look for innovative new solutions to improve best practice approaches and processes across the board •We continually promote and advocate quality training.

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      Book preview

      Essential ITIL - AXELOS

      Introduction and overview

      Information technology (IT) is an essential component and a strategic asset of virtually every business and organization today. Business success increasingly relies on IT and on the IT services that underpin essential business processes. Good IT service management is essential in delivering business value, and increases in importance as IT continues to pervade every aspect of business and of life in general.

      IT service management is all about delivering business value from IT. In summary:

      IT service management is the professional practice of identifying, planning, designing, developing, delivering and optimizing IT services that are both fit for purpose and fit for use, thereby providing value for the organization that uses them.

      IT service management is also a specialized discipline, which includes the processes, methods, activities, functions, roles and competencies that a service provider needs in order to deliver value-enhancing IT services to its customers.

      IT service management has become a growing profession of experts, with the skills, knowledge and commitment to deliver high-quality IT services that provide measurable value for businesses.

      ITIL® is the most widely adopted guidance for IT service management across the globe. It can be adopted and adapted for use in all business and organizational environments. ITIL is equally relevant to any size or type of organization: small, medium or large; local or multinational; public sector, private sector or not-for-profit.

      This publication provides a short introductory overview to ITIL and ITIL processes. It can be used as an entry point, giving insight into ITIL and guiding the reader to specific topics within the ITIL core guidance publications to help them find out more. It can also be used in its own right to provide basic information about the ITIL framework and its processes. It is just as relevant to those who are new to ITIL (as an initial overview) as to those who are more experienced in ITIL (as an overall reference guide). It would also be relevant to anyone with an interest in or working in IT service management or IT development, including practitioners and managers, as well as business practitioners and managers who use IT services.

      The guide is structured according to the IT service lifecycle, which is explained in the next section. For each stage in the service lifecycle, there is a page of introduction, then a page for each of the processes which are relevant to that stage. Although some of the processes are used across several lifecycle stages, the processes are included within the service lifecycle stage to which they most closely relate, following the same approach as the ITIL core guidance publications.

      Each process page is summarized into key points, and includes:

      A brief description of the process, its purpose and its context within IT service management

      Any key terms used within the process

      Features of the ITIL approach to the process

      Some of the main benefits of using the process

      An outline of the process in diagrammatic form.

      It should be noted that this is a brief summary, intended only to give an overview of the processes, at a relatively high level of detail. For example, process outlines show only the main process steps, and lists are not exhaustive. It would not be possible to give the full process information within a guide of this size; a more comprehensive view of ITIL processes can be found in the ITIL core guidance publications.

      THE SERVICE LIFECYCLE

      When someone uses IT in a business situation, they are receiving an ‘IT service’. Each IT service is made up of a combination of IT, people and processes. Customer-facing IT services directly support the business processes of one or more customers. Supporting IT services are not directly used by customers but are required by the service provider to deliver customer-facing services.

      All IT services undergo a lifecycle. Initially a decision to create an IT service and to provide the service to a particular set of users will be part of a strategy. The service will then be designed and developed, and will undergo a ‘transition’ to move into live service operation. During its operational life, the IT service may undergo various changes and improvements, and eventually it will be retired from operation. This is a very high-level view of the service lifecycle.

      Each of the components of the IT infrastructure also goes through its own individual lifecycle – from the decision to purchase the component to the eventual replacement or retirement of the component. The processes and procedures used for specific activities within IT service management have their own lifecycles too, as they are developed, improved and eventually replaced.

      So, the service lifecycle can be applied to entire IT services, IT infrastructure components and the processes and procedures used within IT service management. ITIL addresses all of these uses of the service lifecycle.

      The service lifecycle contains five stages as follows:

      Service strategy In this stage, IT collaborates with business strategists to develop IT service strategies and

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