ITIL Key Concepts: An Overview Of Processes And Functions

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16th Mar, 2023
ITIL Key Concepts: An Overview Of Processes And Functions

Applying technology and Information in businesses makes the work in the multiple domains in the industry much easier. Technology, by far, has evolved to such an extent that you can now just by click know all about the various data and figures that are flowing from various parts of the world. Numerous streams like Business Analytics, Information Technology departments, Big Data Expert, and many more domains are there in almost every big-weight company.  Numerous functions, such as framing policies and management decisions, are taken with a set of advanced programs and software per the latest industrial norms and standards trends.  Even the management and the decision maker of the companies are making use of the programs like Hadoop, Tableau,  Red Hat Linux, and many more are applied to make up the correct decision in the arena of conceptualization and statistical interpretation that benefit the organization's manifold.

The benefits you get from all the technological configurations are the main reasons you should definitely adopt ITIL if you want to go for smooth business dealings. This is the crucial concept that governs the establishment of the Information Technology Infrastructure Library or, in short, ITIL.  As mentioned earlier, the establishment of the Information Technology Department and the incorporation of the highly advanced program have led to ease of operation in the daily industrial functioning. Apart from the comfort, this system of ITIL has led to the saving of much time and economy that the company had to make that same work do it manually. ITIL also ensures that the highest standard of quality and precision governs the tenets of the mechanical function.  Check out the video for better understanding .

The Concept of the ITIL and Steps
concept of the ITIL and steps

With constant upgrades and the functioning of the whole idea of ITIL, the latest updates of the entire framework were put forward in the year 2011, which have profoundly become popular due to its ease of installation and configuration. By this latest terminology, you can divide the concepts and functions into the following categories:

  • Services: The principal concept of ITIL is that it implies that the customers will be provided with all the requisite levels of satisfaction and commitment without any loss or investment on the part of the customers.
  • Service Assets: The assets literally mean the resources. The resources imply the infrastructure and the facilities the providers can provide to both the business and the customers.
  • Service Management: Managing the service efficiently and delivering the most to the customers for the ultimate level of popularity is what service management implies in the concept of ITIL.
  • Utility, Warranty, and Value: Now comes the crucial part. The value-based integrity, which governs the principal concept of ITIL, is the central tenet that will help you go for quality service and eliminate all the bugs and constraints affecting the service's whole utility to the customers. With the assurance of the quality facility, provisions must also be made about the warranty that will ensure the reliability and guarantee of the functioning.
  • Processes: Coming to the next point, you need to see that every set of programs or entity requires efficient governing. These practical sets of rules are known as processes that are used to achieve a specific target or goal.  Processes can be used to deliver the desired outcome to both company stakeholders and clients. They can make a valid transition of the input to the targeted output. While achieving the target, you must always measure the process and see if it can be pulled out regardless of any particular events.
  • Functions: Functions are usually the medium by which the group of employees and the high-end programs are used to follow up the processes that are used to make up the operations efficiently.
  • Roles: The responsibilities that are entrusted to each set of entities are that specific people will play in the execution of the project.
    Capabilities: Lastly, the whole system jots down the specified abilities and the achievement that a set of entities can achieve so that the role and responsibilities can be efficiently distributed according to that. Check out the diversity in 

Process and the Function that is Involved in the Whole Deployment of ITIL

From the above points, you can now clearly understand the framework of the whole of ITIL that will help you to install an efficient system in your company. From there, you can see that the main facets that govern ITIL are the processes and the functions. They cover various aspects such as Release Management, Event Management, Capacity Management, and many more that can be bundled up under the process and functional element.

Now you can take a look into the process that is involved with the 2011 version of the ITIL.  These processes are also functions that are included in the whole system of ITIL. The only thing is that the process stands for the deployment while the service holds for the practical application of the below-mentioned five stages. They are divided into five stages by the importance and position in the life cycle of the service:

  • Service Strategy: The first and foremost step of the whole process of the ITIL framework is to chalk out a strategy. The development of the plan is the key to determining the functioning of the entire system, which includes all the facilities and provisions that the company can offer to the organization and client as a whole. It will also help you know about the errors and updates that need to be done to improve the function of the IT organization and go in an imperative manner.
  • Service Design: The whole plan is to go for the service and design the latest version of the Information Technology service.  This implies the architecture of the program, which traces up the entire new Information Technology function and how you can incorporate the improvisation in the more original service.
  • Service Transition: After planning and designing, you now need to finally configure, install, organize and install the Information Technology service that will ultimately help you to coordinate in an organized manner.
  • Service Operation: Now comes the testing and functioning part. The services that were developed in the previous processes will help you to know about the working of the process, that in turn will help you to see if it is working or not. The process consists of granting the request of the users, servicing the errors, and then carrying out the task that was meant to be completed.
  • CSI or Continual Service Improvement: Now, while the whole process is fully operational, you can find out the scope that you need to go for the continual improvement of the service that will do the service more and better. The stage aims to improve the service and deliver the performance with precision continuously. You need to go for continuous improvement by constant monitoring of the scenes mentioned above.

ITIL Deployment Process

Case Study of the Whole Scenario and its Success Story

Suppose you want to go for the deployment of the ITIL service. In that case, you can take an instance of the successful case study that was conducted on a reputed Energy Company that used the application of ITIL to make it's business a world-renowned one. This manufacturing company has a worldwide employee of 100,000 people. Its operational units were spread across 100 countries over six continents. In the year 2004, the company was followed by many acquisitions and the merging of other small companies. These significant changes forced the company to make some altering business decisions to keep pace with the newer scenario.  Its different expansion in geographical length and massive trade made it necessary to reach a point of excellence and standards that would entirely satisfy the Global standard of operating an organization on a large scale.

Therefore, massive employment of the ITIL service was deployed. At first, the aim was to merge 430 data centers into a consolidated four mega data center. The business and IT service model was to be at par with the global standard, not the regional standard. The operational cost will also be reduced without affecting the precise level of output.  The target to reduce the operational cost was up to 25 percent. A three-year time was planned to achieve such a mammoth task with the help of the ITIL framework.

To achieve the entire target and meet the highest standard of global functioning and services, the company gave the responsibility to the ITIL team and the provider. The team identified four areas that need to be improved in this regard. These were Problem, Incident, Release, and Change Management that needed the upgradation.  For this, the company has to merge the new data centers into one mega-center by upgrading the technology of the prospective mega data centers, and processes need to be deployed within two years. The final year would be the observation period for the implementation.

Within less than three years, the company overachieved its target and established the change it wanted in its operation. The uptime of the network increased by up to 97 percent, and the smoothness of the transaction increased by up to 99 percent. The operational cost was saved by up to 25 percent, and 14 percent increase in the use of desktops and laptops where it was previously worked manually.

The benefits that are attached to the Information Technology Information Library are immense. It is advisable that if you are thinking of starting a company or already heading it, you can go for establishing an IT department deployed with the process of ITIL.

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ITIL® is a framework that helps organizations provide better IT services. It does this by standardizing the way processes and functions are performed within an organization. The ITIL key concepts include service strategy, service design, service transition, service operation, and continual Service improvement. By understanding these concepts, you will be able to implement ITIL in your organization effectively and efficiently. 

Frequently Asked Questions (FAQs) 

1. What are the 4 functions of ITIL? 

There are four main functions for ITIL: 

  • Service strategy 
  • Service design
  • Service transition
  • Service operations. 

Service strategy involves understanding customer expectations for an IT solution and creating a delivery plan. Service design consists of developing detailed IT solutions that are fit for purpose and meet the customer’s requirements. Service transition involves taking approved solutions from design into production with minimal disruptions. And finally, service operations entail managing day-to-day activities related to the running of services according to their SLAs and KPIs. Using these components together formulates an effective system allowing organizations to deliver their goals and IT services efficiently. 

2. What are ITIL skills? 

ITIL consists of a set of core skills that are needed to implement ITSM (IT Service Management) properly. These ITIL skills include an understanding and application of processes related to service strategy, design, transition, operation, and continual improvement. Furthermore, these processes require other ancillary skills such as problem-solving, risk management, IT architecture, user experience design, and transitioning from traditional systems to modern cloud technologies. By having staff equipped with these ITIL capabilities, your organization can give itself the best chance to successfully deliver services that meet customer needs in quality and performance. 

3. What is the main goal of ITIL? 

I ITIL provides organizations with the tools needed to understand how processes within the information technology departments can be managed and improved upon. The main goal of ITIL is to deliver value to customers by optimizing these processes and better managing risks, resources, and costs. For an organization to benefit from the model, it must prioritize adherence to ITIL's principles in day-to-day operations and continuously work towards improvement based on objective data detailing its performance. Ultimately, the result should be customer satisfaction delivered through effective governance of IT services. 


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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