ITIL Service Strategy.
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ITIL Framework & Processes Explained | CIO Insight.
Hall, Don
CIO Insight; 10/15/2021, pN.PAG-N.PAG, 1p, 1 Color Photograph, 1
Chart
Article
Cost
Business enterprises
Learning
ITIL reduces business cost by improving and optimizing the
processes for delivering IT services. Learn more about ITIL
framework now. [ABSTRACT FROM AUTHOR]
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15350096
153069814
Applied Science & Technology Source
ITIL Framework & Processes Explained | CIO Insight
ITIL reduces business cost by improving and optimizing the processes for delivering IT services. Learn
more about ITIL framework now.
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.
What Is the ITIL Framework?
The IT Infrastructure Library (ITIL) framework is a collection of defined and optimized processes an IT
organization or department uses to deliver IT services to its customers, clients, employees, and
stakeholders. These repeatable processes are constantly evolving to provide a more efficient and effective
set of services and tools.
Since ITIL revolves around constantly improving its processes and delivery, ITIL reduces business cost. The
revolving goal of continually improving IT processes minimizes service interruptions, reduces business
risks, and creates a stable service environment that leads to improved customer satisfaction. Overall, ITIL
improves accountability through standardization, and standardization helps IT organizations become more
efficient in the delivery of IT services.
What Are the Benefits of ITIL?
An organization that uses the ITIL framework can expect to see these benefits if it's properly implemented:
• A stronger relationship between IT and business: ITIL strategically focuses on IT and the business
concurrently, and strives to align IT and business goals to foster better communication.
• Globally recognized standard: ITIL integrates easily with other frameworks like PMP and PRINCE2.
• Greater visibility into IT costs: Utilizing ITILs metric-based strategies lets managers peer into IT
processes and services to make necessary cost-cutting decisions.
• Improved quality of IT services: Components of ITIL focus on service-level management to help a
business better understand customers' expectations and needs.
Read more:Best IT Management Software Solutions 2021
ITIL Framework Lifecycle
The ITIL framework works on the establishment of service principles, processes, and performance
measures. Within the framework, specific roles are executed as required to meet the IT service delivery
goal. The ITIL lifecycle starts with a service strategy that is built around the organization's mission, and
ends with continual service improvement.
Stage Description
Service Strategy Defines how to implement, sustain, and excel in IT service delivery
Service Design Uses ITSM tools to create new services
Service Transition Ensures new services successfully integrate with existing assets and service levels
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Stage Description
Service Operations Services are performed, including incident management and service desk tasks
Continual Service ImprovementSeeks to improve existing services and strategies
Service Strategy
Service strategy is the overall intent of the organization's IT mission. The strategy defines how to
implement, sustain, and excel in IT service delivery to its customers. Every action in an ITIL-managed
organization needs to be associated back to the service strategy mission.
Service Design
Service design is tied back to service strategy by adhering to that strategy for new service offerings or
improving existing services. In this stage, IT service management tools and systems are used to develop
and ensure consistency with existing services. The same measurement methods and metrics need to be
applied against any new or modified service to determine if an improvement has occurred.
Service Transition
Service Transition accepts the new or modified IT service and ensures it can successfully integrate with any
other required assets. This new or modified service is thoroughly tested, and must exceed or meet the
current service levels before moving to service operations.
Service Operations
Service Operations focuses on ensuring the IT services in operation are robust and responsive to customer
needs. Incident management and the service desk reside here, and they are the best indications for
notifying an organization when an IT service is not performing as expected.
Continual Service Improvement
Continual Service Improvement is a revolving process for all IT services in the ITIL framework, regardless of
its performance in service operations. If an IT service is exceeding expectations, what can be done to make
it more robust and efficient? Is there new software or hardware technology on the market that can improve
the process or service?
Conversely, if a process or service is not meeting expectations, what can be done in service design to make
sure the process or service does meet the expected outcome? Was the requirement correctly defined?
Does the IT service deliver beyond its intended scope and continually miss the due date? Did an IT service
incorrectly deliver an outcome the customer was not expecting?
A good place to start when reviewing an IT service that is missing a delivery date or an expected outcome is
to ask questions like these. Also, incident management and the service desk should have some historical
data on why a service is not performing as expected.
Introducing and Implementing ITIL into an Organization
Introducing the ITIL Framework into an organization at the startup phase is ideal. ITIL training for all
employees is the first step towards success, but we recommend you don't wait until everyone is ITIL
trained. Start ITIL at the help desk or service desk, where problems are first reported. What are the most
redundant concerns customers are complaining about regarding an IT service? Try to identify the root
cause, and once a basic understanding of ITIL has been taught, introduce this concern as a teaching
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example.
Organizations already using some type of IT framework for service delivery may have to run two systems in
parallel until ITIL is fully integrated into the organization. The old IT framework information can be archived,
and any active tickets still open during transition need to be referenced in the old system till it's resolved in
ITIL.
Read more:Entry-Level IT Jobs to Kickstart Your Career (2021)
Criticisms of ITIL
One criticism of ITIL is it focuses on managing failure versus creating success. By that, we mean ITIL
avoids failure by reusing processes, as opposed to creating another process that can address a unique
customer need better. ITIL is also reported as being too rigid, only making the minimum number of
changes per year.
ITIL language can also cause conflict. Using common ITIL terms like Release Management or
Configuration Management may be confusing when other teams that use the same wording with entirely
different meanings.
The most obvious criticism of ITIL is a general lack of understanding of ITIL, and the idea that somehow
the word itself will help address delivery issues without overarching management of the entire lifecycle.
Many IT managers lean on the word ITIL as some sort of solution, but ITIL still requires managers to
manage processes.
Established Processes Do Help
Manager and employee training are the determining factors for successfully using the ITIL framework.
Continually reviewing and renewing processes and services is the strength of ITIL.
A good way to look at ITIL is from a "when" perspective, and not an "if" perspective. If ITIL is truly
implemented in a business, it is not a matter of "if" a process or service will change, but "when" a process or
service will be updated to provide a better IT service or IT delivered product.
Read next:What Are the Differences Between ITSM & ITIL?
~~~~~~~~
By Don Hall
Reported by Author
Don Hall has been employed as an IT Manager/Supervisor in the U.S. Government for over twenty years.
He has managed programmers, cyber security, and infrastructure/networking personnel during his
management career. Hall currently works as an IT Operations Officer that requires him to have general
knowledge of various IT topics to assist his Command in making informed decisions or recommendations
on behalf of the customers we support.
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Item: 153069814
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