Everyone talks about ITIL, but do we really know what it is and what is it for? Through this blog, you will learn the ITIL elementary concepts.

Due to the increase in the dependence of the companies towards the programs and the computer tools to carry out their day-to-day work, the existence of management and control over the IT services has become necessary. The complexity of its administration and its high demand has triggered the need to have a model that allows managing the IT infrastructure and align it with the strategies of each business.

ITIL responds to this need for control and management, providing a collection of good practices through a library that contains its systematic description for the management of Information Technology Services or IT.

How is it structured?

ITIL is divided into five pillars:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continuous Improvement of the Service

Service Strategy:

It is responsible for understanding the needs of the business and its strategy for developing information technologies. Additionally, it develops business cases to justify new services or manage changes in existing ones. It is also used to decide which services are going to bring value to the business, build relationships, consolidate the budget and identify, analyze and manage risk.

The pillar of Service Strategy develops several areas such as general strategy, competitiveness and market positioning, type of service providers, service management as a strategic factor, organization design, key processes and activities, financial management, service portfolio, Demand management and key responsibilities in the service strategy.

Service Design:

It is where the design of services, processes, architectures, policies, and documentation are developed. In addition, service level management, capacity management design, service continuity, supplier management, and key responsibilities in the design of services are established.

This pillar defines KPI metrics, or performance indicators, to obtain critical success factors (CFS) to document service requirements and the overall design of the solution. It designs, for example all plans of what we have learned from customers or the organization, the development of scalable services for configuration and continuity of capacity, availability, and security of delivered services. All this is developed in a coordinated way to ensure that goals and objectives are achieved.

Service Transition:

The services transition pillar is responsible for building, releasing and implementing services.
It sets expectations and provides the agreed services, ensures that the training materials have been developed for the new service or for the service that is managing the change.

In relation to the management of change it is approached according to the following four phases:

Service Operation:

It establishes the best practices to offer a level of service in the organization according to the requirements and needs of the clients established in the SLA.

This ITIL pillar handles the management of incidents, problems, events, applications, assets, and change, in addition to the procurement requests, compliance cases, technical help desk services as well as the main responsibilities and functions for the staff that provides the services of the operational processes.

Service operation ensures optimal levels of access, provides the agreed expectations and ensures satisfaction and minimizes the impact of day-to-day operations.

Continuous Improvement of the Service:

It addresses continuous improvement as a source of development and growth in the IT service, both internal and related to the client and also seeks to obtain data, analyze and create plans for the improvement of services and processes.

It is constantly looking to improve services for business changes. It justifies the change then proceeds to plan the change.

ITIL establishes standards that enable the control, operation, and administration of resources, it also restructures processes and identifies gaps, in order to improve efficiency and lead your organization towards continuous improvement.

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