ITIL Framework Explained

By Nandini

Last updated on Apr 16 2020

ITIL Framework Explained

ITIL Framework - Introduction and Explanation


ITIL stands for Information Technology Infrastructure Library. The ITIL framework was developed by the UK government back in 1989.

Since that time ITIL framework has been employed by many organizations across the globe.

The ITIL framework can be divided into two main groups which are service support and service delivery. The classification of ITIL framework is done from the service support perspective.

The concept of ITIL framework originates from the service desk which is the team responsible for logging incidents or requests. It then further lead to incident management, change management, problem management, and release management and so on.

The details of the ITIL framework and other ITIL concepts have been explained below:


Incident Management

An incident management process is in place to revive a conventional service operation as quickly as possible to attenuate the impact on business operation, thus ensuring effective service quality and availability. The incident management team is responsible for efficient communication between IT team and users. 


Change management

In the change management process, the change advisory board comes into the picture. The CAB or change advisory board is responsible for assessing the change. Usually, the changes get approved or rejected in the CAB calls. Change management is in place to ensure that standardized procedures and methods are used promptly in the handling of all changes catering to the IT infrastructure, with a view of minimizing the impact of any related incidents post service. This could include the addition of new hardware, software or patches.


Service Request Management

Service request management is a process of handling customer service requests to applications, hardware updates, software enhancements, password resets, etc. It includes any variety of requests that can be repeatable and possibly automated. This allows customers to make requests via a front end and other similar mechanisms without involving the service desk. This is essential for the automation of repeatable requests. Hence the customers/employees can go to the asset management portal and they can navigate to the request/ order. Also, the approval required for the requests made can be set in the backend. Hence this keeps the service desk out of the picture as the customers don't need to keep calling the service desk for their issues.


Release management

Release management is responsible for packaging releases testing them and then releasing them to the end-user community. This is rapidly growing.


Configuration Management

Through the Configuration management system, all individual configuration items are tracked.

CMDB: configuration management database also known as the CMDB is the central repository for our entire configuration items also known as our corporate assets

From the service delivery perspective, we have other disciplines as well and this is really around the delivery of IT services to the overall business organization and other business units. It commences with service level management also known in the industry as service level agreements

This is the agreement we build between the IT organization and the individual business units including external vendors this is where we set our goals and our targets.


Disaster recovery

Disaster recovery refers to how quickly we can provide new assets during the disaster to enable the continuity of business.


The Business continuity plan

This refers to the plan that is followed inside the organization to make the services available to individuals in times of disaster. These are the steps that we must take down at a very granular level to ensure that business can continue financial management.


Capacity Management

The act of ensuring that the business maximizes its production output

ITIL service delivery occurs when the organization aims to perform IT service for the customer.

To ensure that the ITIL framework is followed and for effective results of ITIL framework in an organization follow the below steps:

For ITIL framework to be effective it is imperative to understand the ITIL process and create an ITIL friendly culture. It is important to comprehend the 5 ITIL Modules which are Service strategy, service design, service transition, service operation, and continual service improvement

  • It is imperative to assess your organization’s culture before implementing the ITIL framework. Through this, you can understand the hurdles your organization may face before implementing the ITIL.
  • Proper training of the office staff is also required. They need to understand the ITIL framework to have a successful implementation. You can even insist on them taking up the official ITIL training to gain a better understanding of the processes.


Hence the above article gives you a fair idea about the ITIL framework. For an effective result of ITIL framework in your organization, the above-mentioned steps can be followed.


As ITIL certification has become one of the most popular courses in the world, a lot of institutes are offering this course across the world.


The ITIL courses offered by Sprintzeal are certified by AXELOS.

Sprintzeal is an ATO (Accredited Training Provider) of AXELOS, the governing body for all ITIL Certifications. 


List of ITIL certification courses offered

ITIL® Service Design

ITIL® Service Strategy

ITIL® Service Transition

ITIL® Service Operation


For details about ITIL certification training, pricing details, schedules or any other course-related queries, you can reach us at Click Here or chat with our course experts to get your queries answered instantly.





About the Author

Sprintzeal   Nandini

Technical Content Writer

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