ITIL (Information Technology Infrastructure Library) is a set of best practices for IT service management (ITSM) that provides guidance on managing IT services to meet the needs of businesses and customers. ITIL processes are a collection of specific activities and tasks that are designed to support the delivery and management of IT services.
The processes are organized into five core stages, often referred to as the ITIL service lifecycle. These stages are:
- Service Strategy: This stage focuses on understanding the organization's business objectives and customer needs. It involves defining the overall service strategy and identifying opportunities for new or improved services.
- Service Design: In this stage, IT services and processes are designed to meet the objectives set in the service strategy. It involves designing service offerings, service level agreements, service catalogs, and processes required for effective service delivery.
- Service Transition: This stage involves transitioning new or changed services into the production environment. It includes activities like testing, training, and deployment to ensure that services are delivered successfully.
- Service Operation: This stage is concerned with the ongoing delivery and management of IT services. It includes incident management, problem management, event management, request fulfillment, and access management to ensure that services are delivered and maintained effectively.
- Continual Service Improvement (CSI): This stage focuses on continually improving the efficiency and effectiveness of IT services and processes. It involves analyzing performance data, identifying areas for improvement, and implementing measures to enhance service quality.
Some of the key ITIL processes include:
- Incident Management: The process of resuming regular service operations as soon as feasible following an incident, with the goal of minimising the impact on company operations.
- Problem Management: The process of identifying and addressing the root cause of recurring incidents to prevent future occurrences.
- Change Management: The process of controlling the lifecycle of all changes to IT infrastructure and services to minimize the impact of changes on service quality.
- Service Level Management: The process of negotiating, documenting, and managing service level agreements (SLAs) to ensure that agreed levels of service are delivered to customers.
- Service Catalog Management: The process of maintaining a catalog of all IT services, including details about deliverables, prices, and contact points.
- Capacity Management: The process of ensuring that IT infrastructure and resources are appropriately sized to meet current and future business requirements.
- IT Asset Management: The process of tracking and managing the lifecycle of IT assets, such as hardware, software, and licenses.
- Continuity Management: The process of ensuring that IT services can be recovered and resumed after a major incident or disaster.
- Release and Deployment Management: Planning, scheduling, and managing the introduction of releases into the production environment is known as release and deployment management.