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, the 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 the ITIL framework is done from the service support perspective.

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

This article is a detailed ITIL framework guide with the details of the ITIL framework and other ITIL concepts explained below:

ITIL Concepts Explained

Incident Management

An incident management process is in place to revive a conventional service operation as quickly as possible to attenuate the impact on the business operation, thus ensuring effective service quality and availability.

The objective of incident management in the framework of ITIL is to manage all the changes made to incidents. The incident management team is responsible for efficient communication between the 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, changes are approved or rejected during CAB meetings.

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 the 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 for 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.

Release management also helps you with scheduling and controlling the changes of releases. The process also makes sure to protect the environment and release accurate components.

Configuration Management

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

CMDB: The 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 really revolves 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 a disaster to enable the continuity of business.

The disaster recovery method helps organizations regain access to the IT infrastructure after a cyber-attack or business disruption.

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 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 the ITIL framework in an organization, follow the below steps:

For the 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 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 of the ITIL framework. For an effective result of the 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 4 Managing Professional Transition

ITIL 4 Specialist: Create, Deliver and Support

ITIL 4 Specialist: High Velocity

ITIL 4 Strategist - Direct, Plan and Improve

ITIL 4 Specialist Drive Stake Holder Value

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.