IT:AD:Information Technology Infrastructure Library (ITIL)


ITIL v5 defines 5 stages:

  • Service Strategy: design, develop, implement Service Management.
  • Service Design: design a Service.
  • Service Transition:
  • Service Operation:
  • Continual Service Improvement:
  • Incident Management: the process of capturing, tracking, assigning and managing incidents (non-standard operations that may interupt or reduce the quality of service) and communicates with the end-user.
    • Benefits are:
      • Reduced business impact of Incidents by timely resolution, thereby increasing effectiveness
      • The proactive identification of beneficial system enhancements and amendments
      • The availability of business-focussed management information related to the SLA.
  • Problem Management: the process of managing the lifecycle of all the problems including detection, analysis, resolution and prevention of incidents. Problem management also collects and analyse data about incidents for proactive problem solving. ITIL defines a problem as the cause of one or more incidents. The benefits of problem management are:
    • Higher availability of IT services
    • Higher productivity of business and IT staff
    • Reduced expenditure on workarounds or fixes that do

    not work

    • Reduction in cost of effort in fire-fighting or resolving

    repeat incidents.

  • Change Management: the process that ensures standardized methods, processes and procedures are used for all changes, facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes. In ITIL, change management is responsible for controlling change to all configuration items in the configuration management database, within the live environment, test and training environments. The benefits of change management are:
    • Improves efficiency
    • Reduces outages and downtime
    • Serves as an audit trail for compliance
  • Configuration Management: the discovery and identification of hardware and software assets (CIs), configurations, tracking of changes, patch management and introduction of new assets. ITIL defines configuration management as the management and traceability of every aspect of a configuration from beginning to end, a process that tracks all individual Configuration Items (CI) generated by applying all of the key process areas in a system. The benefits of configuration management are:
    • Increased control over IT assets through improved visibility and tracking
    • Enhanced system reliability through more rapid detection and correction of improper configurations that could negatively impact performance
    • The ability to define and enforce formal policies and procedures that govern asset identification, status monitoring, and auditing
    • Improved asset maintenance through the ability to better utilize proactive, preventative, and predictive measures
  • Service Level Management: the definition, capture and measurement of the level of service to the end-user. ITIL describes service level management as the process that provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). Service level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of operational level agreements (OLAs) and underpinning contracts (UCs). The benefits of service level management are:
    • Setting more accurate service quality expectations and effectively measuring, monitoring and reporting service quality
    • Providing the necessary flexibility for business to react quickly to market conditions
    • Creating more accurate infrastructure sizing based on clearly defining service levels
    • Avoiding or mitigating the costs of excess or insufficient capacity
  • A service is made up of:
    • People – those resources necessary for delivering the service
    • Processes – lays the foundation and provides direction for supporting the service
    • Technology – hardware, software, infrastructure
    • Outcome – the results of the above components