What is ITIL? (Information Technology Infrastructure Library)

Introduction

What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a widely accepted approach to IT service management (ITSM) that provides a set of best practices for delivering high-quality IT services. ITIL's framework is based on a comprehensive set of guidelines that focus on aligning IT services with the needs of businesses.

Originally, it was coined in the 1980's by the UK's Central Computer & Telecommunications Agency as recommendations to standardize IT practices. Now - it's more of an acronym to describe the practices itself.

Core Concepts of ITIL

Service Management

In the context of ITIL, service management is about delivering and managing IT services that support customers and business processes. It's a customer-focused approach to delivering information technology.

ITIL Framework

The ITIL framework is organized into five main components: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each component focuses on different aspects of IT service management.

Glossary of Key ITIL Terms

Service Strategy

• Service Portfolio Management: This involves managing the service portfolio to ensure it meets the strategic objectives of the organization.
• Financial Management for IT Services: This focuses on budgeting, accounting, and charging processes to ensure the financial viability of IT services.
• Demand Management: This involves understanding and forecasting customer demand for services and the capacity to deliver those services.

Service Design

• Service Level Management: It's about setting, monitoring, and maintaining service levels to ensure that service delivery meets agreed-upon standards.
• Capacity Management: This ensures that the IT infrastructure is capable enough to meet service level agreements and customer demands.
• Availability Management: It focuses on ensuring that IT services are available as and when required by the business.

Service Transition

• Change Management: This is about managing changes to IT services to minimize disruption and risk.
• Release and Deployment Management: It involves planning, scheduling, and controlling the movement of releases to test and live environments.

Service Operation

• Incident Management: This deals with the rapid restoration of normal service operations following an incident.
• Problem Management: It focuses on diagnosing the root causes of incidents and finding permanent solutions.

Continual Service Improvement

• 7-Step Improvement Process: This approach guides the ongoing improvement of service quality and delivery effectiveness.

ITIL Certifications

Overview of ITIL Certifications

ITIL offers a range of certifications that cater to different experience levels, from beginners to seasoned IT professionals. These include ITIL Foundation, Practitioner, Intermediate, Expert, and Master.

1. ITIL Foundation: This is the entry-level certification that covers the basics of ITIL and its key concepts. It is suitable for individuals who need a basic understanding of the ITIL framework and how it may be used to enhance IT service management within an organization.
2. ITIL Practitioner: This certification is next in line and focuses on the practical application of ITIL in the workplace. It covers the Continual Service Improvement (CSI) approach and how to implement it within an organization.
3. ITIL Intermediate: The Intermediate level is modular and each module focuses on a different aspect of IT service management. It is divided into two paths: Service Lifecycle and Service Capability.
4. ITIL Expert: This level is aimed at those who are interested in demonstrating a deeper knowledge of ITIL in its entirety. Achieving this certification involves accumulating a specific number of credits through the earlier modules and passing a comprehensive exam.
5. ITIL Master: The highest certification level, the ITIL Master, validates an individual's ability to apply the ITIL framework in real-world situations. It requires extensive experience and expertise in ITIL.

Websites for ITIL Training and Certification

Several online platforms offer training and certification programs for ITIL. Here are some notable ones:

1. Axelos: is the official accreditor for ITIL, offering comprehensive resources, including study guides, practice papers, and certification information.
2. Simplilearn offers ITIL certification training that includes interactive learning methods like live online classes and labs.
3. LinkedIn Learning offers comprehensive video tutorials on ITIL, covering various levels of certifications. These courses are suitable for beginners and intermediate learners.
4. Udemy: features a variety of ITIL certification courses taught by industry experts. These courses are ideal for those looking for budget-friendly options.

Conclusion

As IT continues to evolve, the principles of ITIL remain relevant, providing a structured and efficient way to manage IT services and deliver value to businesses. ITIL goes hand-in-hand with IT Asset Management, as an efficiently designed IT organization must also be effective in its financial management & tracking of assets.