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.

Four Dimensions of Service Value System

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

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

  • Guiding Principles
  • Focus on Value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically
  • Keep It Simple and Practical
  • Optimize and Automate

Continual Improvement

  • Continual Improvement Model
  • What is the Vision?
  • Where are We Now?
  • Where Do We Want to Be?
  • How Do We Get There?
  • Take Action
  • Did We Get There?
  • How Do We Keep the Momentum Going?
  • Continual Improvement and the Guiding Principles