Overview of ITIL

ITIL was designed to provide organizations with a comprehensive framework for ITSM (information technology service management). In fact, ITIL is the most popular and most widely used information technology service management framework in the world. It is one of the reasons the ITIL Foundation certification is in high demand because most large companies have built their IT service management systems and processes around the ITIL framework.

Key Terms in Service Management

 

  • 4th Industrial Revolution
  • Service Organizations
  • Service Management
  • Organizations and People
  • Services and Products
  • Service Offerings
  • Service Relationships
  • Outcomes
  • Costs
  • Risks
  • Value
  • Utility and Warranty

Four Dimensions of Service Value System

  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • PESTLE

Service Value System

  • Opportunity, Demand, and Value
  • Governance
  • Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain/Build
  • Deliver and Support
  • Value Stream

Guiding Principles

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Continual Improvement

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34 Practices in ITIL

General Management Practices

  • Categories of Practices (Overview)
  • Management Practices
  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Architecture Management
  • Knowledge Management
  • Measurement and Reporting
  • Organizational Change Management
  • Portfolio Management
  • Project Management
  • Risk Management
  • Service Financial Management
  • Strategy Management
  • Workforce and Talent Management

Service Management Practices

  • Service Management Practices (Overview)
  • Change Control
  • Incident Management
  • Problem Management
  • Service Desk
  • Service Level Management
  • Service Request Management
  • IT Asset Management
  • Monitoring and Event Management
  • Release Management
  • Service Configuration Management
  • Availability Management
  • Business Analysis
  • Capacity and Performance Management
  • Service Catalog Management
  • Service Continuity Management
  • Service Design
  • Service Validation and Testing

Technical Management Practices

  • Deployment Management
  • Infrastructure and Platform Management
  • Software Development and Management