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ITIL Framework And Processes - An Unmissable Guide

ITIL refers to a public framework which best describes the best practice in the effective management of IT service. It facilitates the practical framework for the authority of various procedures related to the IT processes. It is also associated with the continual measurement and improvement of the quality of IT service that is to be delivered. The IT service that has to be given is from the perspective of customers as well as the organization. Since its creation, ITIL has become the widely accepted approach to IT service supervision in the world. There are various benefits related to the implementation of ITIL practices. With the practical implementation of ITIL practices, there would be an increase in customer satisfaction related to the IT services.   The origin of ITIL ITIL practices first came to light in the late 1980s by the Central Computer and Telecommunications Agency which is often abbreviated as CCTA and is located in Britain. The popularity of ITIL practices lies in the fact that these methods are not rigid. It provides a framework with the help of which organizations can adapt to their own needs.   It is important to note that ITIL breaks down the functions related to IT into full capacity and discrete components that usually spans across the entire length of the enterprise in terms of IT practice. Moreover, these services are designed in a block manner so that they can be utilized for the use of an external service provider. ITIL comprises of strategic, tactical and operational components. The vital elements comprise of long-term goals of a particular service and high-level activities are required to undertake them.   The tactical components comprise of individual processes that would monitor the assignments and activities required to execute the service. Furthermore, operational aspect includes of the specific implementation of the various procedures so that it can provide assistance to the stakeholders and the users. In this context, it is important to note that the completion of the operational assignments implies that the strategic objectives are achieved within the expected frames of time. The various versions related to ITIL practices The ITIL practices were first published from 1987 to 1996 on behalf of the CCTA organization. In this context, it is important to note that the second version of ITIL was released in the form of books from 2000 to 2004. Quite interestingly, the initial version of ITIL comprised of a collection of 31 books. This group has usually covered all notions of the IT provision. The service strategy of ITIL It is important to note that service strategies related to ITIL usually comprises of assessing the current market requirements and offerings. By carefully examining the offerings and plans, the organization can create a program so that the services can meet needs. In this context, it is vital to note that ITIL service strategy comprises of separate processes. They are in the form of financial management, strategy management for IT services, business relationship management, demand management and service portfolio management. Here is the detailed description of each of these processes.  Financial Management: It is focused on the services and commercial spending. It comprises of the aspects of accounting, budgeting, and charging activities of the organization. This type of process is also focused on the costs so that it can provide the required amount of services while maximizing the value of the service.   Relationship Management of the organization: It is that type of a relationship management that involves the creation and maintenance of relationships related to the clients. It is also associated with comprehending the needs of the customers as well as providing services as per the audited requirements.   Demand Management:It identifies the demand of the customer as per the services provided. It is one of those processes which is associated the application of the customers. The availability and the types of services are all part of Demand Management. Strategy Management in case of IT services: It is one of those processes that are associated with assessing the IT services in the notion of the overall position of the market. It also comprises of the need to determine the current market trends so that the customer needs can be satiated in a proper manner. It also includes planning for the potential expansion of the market. Service management of portfolio:It is focused on the effective management of the offered IT services. The portfolio management would also ensure that the goods and services delivered are always associated with the goals of service strategy.     The service design of ITIL The service design of ITIL is focused on the correct construction of service offerings to address needs of the customers as well as the business organization. Quite interestingly, the service design publication is made up of 8 separate processes. These processes comprise of management of capacity, service catalog management, management of the service level, availability management, and IT service continuity management, management of supplier, design coordination, and management related to information security. The catalog management of the services comprises of the accessibility to service customers which is required to keep the services remain productive. On the other hand, capacity management makes sure that the systems are always functioning at the needed capacity. On the other hand, supplier management reviews the relationships of the suppliers which are also resplendent with third parties and their various terms of contracts and agreements.  It is important to note that security has emerged as a vital issue of the organizations who operate in the domain of IT field. However, the practices of ITIL set it apart from others. The security patches related to ITIL usually outlines a continuous improvement process to assess the risks associated to processing information. On the other hand, ITIL practices are best tuned with the technical support. Hence, it is quite evident that all the ITIL practices are in sync with the levels of customer satisfaction. In this manner, it continually strives hard to make the organization in an efficient way.

ITIL Framework And Processes - An Unmissable Guide

219
  • by Joyeeta Bose
  • 09th May, 2018
  • Last updated on 10th Mar, 2020
  • 5 mins read
ITIL Framework And Processes - An Unmissable Guide

ITIL refers to a public framework which best describes the best practice in the effective management of IT service. It facilitates the practical framework for the authority of various procedures related to the IT processes. It is also associated with the continual measurement and improvement of the quality of IT service that is to be delivered. The IT service that has to be given is from the perspective of customers as well as the organization. Since its creation, ITIL has become the widely accepted approach to IT service supervision in the world. There are various benefits related to the implementation of ITIL practices. With the practical implementation of ITIL practices, there would be an increase in customer satisfaction related to the IT services.  


The origin of ITIL

ITIL practices first came to light in the late 1980s by the Central Computer and Telecommunications Agency which is often abbreviated as CCTA and is located in Britain. The popularity of ITIL practices lies in the fact that these methods are not rigid. It provides a framework with the help of which organizations can adapt to their own needs.  

Service Support & delivery in ITIL Origin
It is important to note that ITIL breaks down the functions related to IT into full capacity and discrete components that usually spans across the entire length of the enterprise in terms of IT practice. Moreover, these services are designed in a block manner so that they can be utilized for the use of an external service provider. ITIL comprises of strategic, tactical and operational components. The vital elements comprise of long-term goals of a particular service and high-level activities are required to undertake them.  

The tactical components comprise of individual processes that would monitor the assignments and activities required to execute the service. Furthermore, operational aspect includes of the specific implementation of the various procedures so that it can provide assistance to the stakeholders and the users. In this context, it is important to note that the completion of the operational assignments implies that the strategic objectives are achieved within the expected frames of time.


The various versions related to ITIL practices

The ITIL practices were first published from 1987 to 1996 on behalf of the CCTA organization. In this context, it is important to note that the second version of ITIL was released in the form of books from 2000 to 2004. Quite interestingly, the initial version of ITIL comprised of a collection of 31 books. This group has usually covered all notions of the IT provision.


The service strategy of ITIL

It is important to note that service strategies related to ITIL usually comprises of assessing the current market requirements and offerings. By carefully examining the offerings and plans, the organization can create a program so that the services can meet needs. In this context, it is vital to note that ITIL service strategy comprises of separate processes. They are in the form of financial management, strategy management for IT services, business relationship management, demand management and service portfolio management. Here is the detailed description of each of these processes. 

  • Financial Management: It is focused on the services and commercial spending. It comprises of the aspects of accounting, budgeting, and charging activities of the organization. This type of process is also focused on the costs so that it can provide the required amount of services while maximizing the value of the service.  
  • Relationship Management of the organization: It is that type of a relationship management that involves the creation and maintenance of relationships related to the clients. It is also associated with comprehending the needs of the customers as well as providing services as per the audited requirements.  
  • Demand Management:It identifies the demand of the customer as per the services provided. It is one of those processes which is associated the application of the customers. The availability and the types of services are all part of Demand Management.
  • Strategy Management in case of IT services: It is one of those processes that are associated with assessing the IT services in the notion of the overall position of the market. It also comprises of the need to determine the current market trends so that the customer needs can be satiated in a proper manner. It also includes planning for the potential expansion of the market.
  • Service management of portfolio:It is focused on the effective management of the offered IT services. The portfolio management would also ensure that the goods and services delivered are always associated with the goals of service strategy.  

 

The service design of ITIL

The service design of ITIL is focused on the correct construction of service offerings to address needs of the customers as well as the business organization. Quite interestingly, the service design publication is made up of 8 separate processes. These processes comprise of management of capacity, service catalog management, management of the service level, availability management, and IT service continuity management, management of supplier, design coordination, and management related to information security.

The catalog management of the services comprises of the accessibility to service customers which is required to keep the services remain productive. On the other hand, capacity management makes sure that the systems are always functioning at the needed capacity. On the other hand, supplier management reviews the relationships of the suppliers which are also resplendent with third parties and their various terms of contracts and agreements. 

It is important to note that security has emerged as a vital issue of the organizations who operate in the domain of IT field. However, the practices of ITIL set it apart from others. The security patches related to ITIL usually outlines a continuous improvement process to assess the risks associated to processing information. On the other hand, ITIL practices are best tuned with the technical support. Hence, it is quite evident that all the ITIL practices are in sync with the levels of customer satisfaction. In this manner, it continually strives hard to make the organization in an efficient way.

Joyeeta

Joyeeta Bose

Blog Author

Joyeeta Bose has done her M.Sc. in Applied Geology. She has been writing contents on different categories for the last 6 years. She loves to write on different subjects. In her free time, she likes to listen to music, see good movies and read story books.

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ITIL Practitioner – Things To Be Aware Of

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Introduction to Hacking Web Applications

A web application is a program or software that runs on a web browser to perform specific tasks.  Any web application has several layers – web server, the content of the application that is hosted on the web server and the backend interface layer that integrates with other applications. Web application architecture is scalable and has components which have high availability.Hacking is the process of the appropriating the web application from its actual user by tinkering in various ways.  The web application hacker needs to have deep knowledge of the web application architecture to successfully hack it. To be a master, the hacker needs to practice, learn and also tinker with the application.Web application hacking requires tenacity, focus, attention to detail, observation and interfacing. There are many types of web application hacking, and many defense mechanisms available to counter and to protect the application from being hacked.Core defense mechanismsThere are four categories in which we can protect the web application:User access handling to the application data and functionalityUser input handling  Suitable defensive and offensive measures to frustrate the hackerApplication configuration to get the alert in case of unauthorized accessUser AccessA web application provides different roles for user access depending on the business requirement and use cases.  A classic example is a digital banking scenario, where the customer wants to access the banking functions to get the balance from his account or transfer the cash to someone else. 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A web application should have defense mechanisms in place to prevent the user from writing malicious code or breaking the website.  We can handle the user input validation at various levels based on the need of the business.Input handling to reject all words related to hacking- this is a process of blacklisting them which the web server will check and confirm. These are called Semantic Checks.Also creating a set of rules to accept the user inputs – for example, only numbers that are safe for Bank account access can be used. This is called Safe Data Handling.We need to have multi-step validation where every component is checked for user inputs in the web application.We can have boundary validation to check all the external interfaces with the applications.Handling HackersTo get more sensitive alerts in the web application we need to have followingAudit logs recordsIP address blockingIntrusion Detection systemsFirewallsWe need to have application configuration with the key alert that has to be notified immediately when any hacker gets into the web application.Web application technologiesThe top web technologies that developers are using for web development are as below:HTMLCSSProgramming LanguagesJavaScript Coffee Script Python Ruby PHP GO Objective C SWIFT JavaFrameworks Node.JS Ruby on Rails Django Ionic Phonegap Bootstrap Foundation Wordpress Drupal .NET Angular JS Ember JS Backbone JSLibraries J Query UnderscoreDatabase MongoDB Redis Postgres SQL MySQL Oracle SQL ServerData Formats JSON XML CSVProtocols HTTP DDP RESTDigital Technologies for Web ApplicationsWeb Assembly – similar to JavaScript Movement UI Design Chabot’s Artificial Intelligence Dynamic Web Applications – PWA Blockchain Single Page Applications Web Server Software Computerized Transformation AMP Wins VR and AR Symfony LaravelBypassing client-side controlsThe process of sending data from server to client is very common in web applications.  The reverse is also true when client sends the data to the server. It is normal for software developers to assume that the client will not modify the data.  Avoiding the storage of data within the user session can help in security and also increase performance. Modifying the data stored in the client side is easy in comparison to the server side by the hacker.Two ways exist for bypassing: Application relies on client-side data to restrict the user input. So, restricting the client side controls the security. Application gathers data that is entered by user, the client implements methods to control the previous data.For both the options, the following are the techniques to by-pass client side controls: HTML form features Client Side Scripts Thick Client technologiesAuthentication and AuthorizationWeb applications have both authentication and authorization as key concepts supporting the web applications.Authentication refers to any verification process that checks whether a human or automated system is who or what it claims to be. Authentication is the process of verifying the identity of the individual. A unique identifier is added for the web application like Password, Login or username.  We can use OpenID, OAUTH, and SAML. The entire Authentication depends on the HTTP/HTTPS implementation.Authorization is a process in which we have controls to allow or restrict resources. It is entirely dependent on business use cases and it varies end to end.  For strengthening the authorization we should implement logging for all privileged actions. Invalid sessions should be made to log out. So we need to have strict controls on both the concepts to prevent hacking of web applications.XSS – Cross site scriptingThis is a type of injection in which malicious scripts are injected to trusted websites.  A hacker uses a web application to send malicious code. This is in the form of browser-side script. The end user has no way to know that a hacker has entered into the web application and he continues to execute the script. 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We can bypass a blacklist byFooling it with redirects Tricking with DNS IPV6 address usage Switching out the encoding Hex Encoding Octal Encoding Dword Encoding URL Encoding Mixed EncodingCSRF – Cross site request forgeryCSRF is an attack that forces an end user to execute unwanted actions on a web application which is already authenticated. The hacker can send a link via an email and chat, and may trick the users of a web application into executing actions. In case the attack is on an administrator account the entire web application can be compromised. Unvalidated redirects These are possible when a web application accepts untrusted input. This can cause the web application to redirect the request to a URL containing untrusted inputs. Through the modification of the Untrusted URL input to a malicious site, the hacker launches a phishing attack and steals the user credentials.These redirects using credentials can also give the hacker the privilege functions which normally they cannot access.We need to have the user provide a short name, ID or token which is mapped server-side to a full target URL and this gives protection to the entire process.SQL injectionSQL injection is a process of injecting the malicious SQL query via the input data from the client to the web application.SQL injection can modify, read, and delete the sensitive information from the Databases. Has the ability to issue commands to the operating system Administration controls on the operations of the database Done through simple SQL commandsFile upload vulnerabilitiesWeb applications have these functionalities and features of uploading files.These files can be text, pictures, audio, video and other formats.We need to be careful while uploading files.A hacker can send a remote form Data POST request with mime type and execute the code.With this, the files upload will be controlled by the hacker.Attacking the application serverThe various formats of the attacks on the application server are listed below:Cross-Site Scripting (XSS)SQL Injection (SQLi)File upload  Local File Inclusion (LFI)Distributed Denial of Service (DDoS)Web application hacker’s toolkitThe hacker’s toolkit is as given below:Intercepting Web proxy – Modifies all HTTP messaging between browser and web applicationWeb application scanner -  For the hacker to get the entire information about the web application.A few of the tools which belong to the above two categories:Kali LinuxAngry IP ScannerCain & AbelEttercapBurp SuiteJohn the RipperMetaspoiltWeb application hacker’s methodologyConclusion:In this article, we have covered the entire hijacking web application concepts end to end. We have discussed the concepts of web applications and covered topics such as - Core defense mechanisms, Web application technologies, Bypassing client-side controls, Authentication and authorization, XSS – Cross site scripting, Bypassing blacklists and whitelists, CSRF – Cross site request forgery, Unvalidated redirects, SQL injection, File upload vulnerabilities, Attacking the application server, Web application hacker’s toolkit, and Web application hacker’s methodology.
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Introduction to Hacking Web Applications

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