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ITIL Key Concepts: An Overview Of Processes And Functions

Applying technology and Information in businesses make 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 department, Big Data Expert and many more domains are there in almost every big-weight companies.  Numerous functions such as framing policies and management decisions are taken with a set of advanced programs and software that is as per the latest trends of the industrial norms and standards.  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 take up the correct decision in the arena of conceptualization and statistical interpretation that is benefitting the organizations by manifold.The benefits that you get from all the technological configurations are the main reasons that you should definitely adopt ITIL if you want to go for smooth business dealings. This is the crucial concept that governs the establishment of 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 the 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 to do it manually. ITIL also ensures that the tenets of the mechanical function are governed by the highest standard of quality and precision.  Check out the linkThe concept of the ITIL and stepsWith constant upgrade and functioning of the whole idea of ITIL, the latest updates of the entire framework was 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 the 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 that the providers can make provision of 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 the ITIL is the central tenet that will help you to go for the quality service and eliminate all the bugs and constraints that have been affecting the whole utility of the service 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 an efficient way of governing. These practical sets of rules are known as processes that are used to achieve a specific target or goal.  Processes can be used for delivering the desired outcome to both company stakeholder and client. 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 they can be pulled out regardless 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 entity 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 entity can achieve so that the role and responsibilities could be efficiently distributed according to that. Check out the diversity in Process and the Function that is involved in the whole deployment of ITILFrom the above points, you can now clearly understand the framework of the whole of ITIL that will help you to install the efficient system in your company. From there you can see that the main facets that are governing ITIL are the processes and the functions. They cover the various aspects such as the Release Management, Event Management, Capacity Management and many more that can be bundled up under the process and functional elementNow you can take a look into the process that are 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 determine the functioning of the entire system, which includes all the facilities and provision 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 for imperative manner.Service Design: The whole plan is to go for the service and design the latest version of Information Technology service.  This implies 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, now you 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 that 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 of 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 the continuous improvement by constant monitoring of the scenes mentioned above.Case Study of the whole scenario and its success storyIf you want to go for the deployment of the ITIL service, then you can take an instance of the successful case study that was conducted on a reputed Energy Company that used the application of the ITIL to make its business a world-renowned one. This manufacturing company has a worldwide employee of 100,000 people. Its operational units were spread across the 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 take 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 model of business and IT service was to bring 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 mammoth task with the help of 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 in the transaction increased up to 99 percent. The operational cost was saved by up to 25 percent and 14 percent increase in the use of desktop and laptop 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 a company, then you can go for establishing an IT department deployed with the process of ITIL.

ITIL Key Concepts: An Overview Of Processes And Functions

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ITIL Key Concepts: An Overview Of Processes And Functions

Applying technology and Information in businesses make 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 department, Big Data Expert and many more domains are there in almost every big-weight companies.  Numerous functions such as framing policies and management decisions are taken with a set of advanced programs and software that is as per the latest trends of the industrial norms and standards.  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 take up the correct decision in the arena of conceptualization and statistical interpretation that is benefitting the organizations by manifold.

The benefits that you get from all the technological configurations are the main reasons that you should definitely adopt ITIL if you want to go for smooth business dealings. This is the crucial concept that governs the establishment of 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 the 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 to do it manually. ITIL also ensures that the tenets of the mechanical function are governed by the highest standard of quality and precision.  Check out the link


The concept of the ITIL and steps
concept of the ITIL and stepsWith constant upgrade and functioning of the whole idea of ITIL, the latest updates of the entire framework was 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 the 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 that the providers can make provision of 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 the ITIL is the central tenet that will help you to go for the quality service and eliminate all the bugs and constraints that have been affecting the whole utility of the service 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 an efficient way of governing. These practical sets of rules are known as processes that are used to achieve a specific target or goal.  Processes can be used for delivering the desired outcome to both company stakeholder and client. 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 they can be pulled out regardless 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 entity 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 entity can achieve so that the role and responsibilities could 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 the efficient system in your company. From there you can see that the main facets that are governing ITIL are the processes and the functions. They cover the various aspects such as the 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 are 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 determine the functioning of the entire system, which includes all the facilities and provision 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 for imperative manner.
  • Service Design: The whole plan is to go for the service and design the latest version of Information Technology service.  This implies 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, now you 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 that 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 of 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 the continuous improvement by constant monitoring of the scenes mentioned above.

ITIL Deployment Process

Case Study of the whole scenario and its success story

If you want to go for the deployment of the ITIL service, then you can take an instance of the successful case study that was conducted on a reputed Energy Company that used the application of the ITIL to make its business a world-renowned one. This manufacturing company has a worldwide employee of 100,000 people. Its operational units were spread across the 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 take 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 model of business and IT service was to bring 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 mammoth task with the help of 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 in the transaction increased up to 99 percent. The operational cost was saved by up to 25 percent and 14 percent increase in the use of desktop and laptop 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 a company, then you can go for establishing an IT department deployed with the process of ITIL.

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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The ITIL Framework and It’s Processes

You’ve got ITIL® questions. We’ve got ITIL answers. Recently, a group of learners, due to complete their engineering degrees in computer science caught up with John Dell, one of our expert ITSM trainers and authors, seeking advice on careers in ITSM. This blog is an account of the conversation which will serve ITIL aspirants well. The learners opined that they were not very keen on programming and would like to explore what other options exist in the IT sector. They were about to graduate and were not sure there is much opportunity outside programming in IT. John clarified that firstly, the IT sector does not revolve only around software development. The IT industry is vast and presents plenty of opportunity. 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The following table helps explain each stage and its purpose:S.NoITIL StagesPurpose1Service StrategyThe Service Strategy stage provides guidance on how to design, develop, and implement IT Service Management. This is the core of the Service Lifecycle. This phase mainly focuses on understanding and defining the market. Also defines the needs of the customers2Service DesignIn the Service Design stage, strategies generated in Service Strategy stage are turned into action. Services and processes are designed, and plans are implemented to have a better service management.3Service TransitionThe Service Transition stage ensures that the new changes and modifications are efficiently incorporated in the service lifecycle without disrupting the other existing services or processes. It is carried out in a well-coordinated manner using cost-effective measures and resources. Through service transition, the design built is tested and implemented in the lifecycle in a productive manner4Service OperationThe Service Operation stage provides guidance on day-to-day business operations. The goal is for the IT department to keep things running smoothly, reliably, efficiently, and cost-effectively. The activities and processes in this phase ensure that services are delivered to customers at the agreed Service level agreement with minimal interruptions and disruptions. Service Operation focuses on providing value to both service consumer and the service provider.5Continual Service ImprovementThe Continual Service Improvement stage focus on improving the current service to the Service consumers. Continual Service improvement focus on progressive monitoring and controlling of services. Key performance indicators must be in place to determine whether the service is running optimally, and the service owner must ensure that the service complies with the strategic targets linked to the IT serviceJohn went on to explain that the outcomes of the Continual Service Improvement become the inputs for Service Strategy. Identified improvements will help to revise the strategic goals and targets.  Explaining what was meant by Key Performance Indicator, John defined it as a quantifiable measurement for measuring any strategic goal. This is generally agreed between Service consumer and Service Customer in the legal contract, he added. The difference between ITIL®V3 and ITIL®4  Digging deeper into the difference between ITILv3 and ITIL4, John explained that ITIL4 was the latest version. The two may need to be prioritized depending on the case, he pointed out.  S.NoITILv3ITIL41IT defines life cycle approachIt defines Service Value system-based approach2This version does not talk about 4-dimension model.This version emphasises the importance of 4-dimensions for a holistic service management.3ITIL V3, with its 26 service lifecycle processes, functions and other guidance arguably also describes how the components and activities in the organization work together.ITIL 4 and the Service value system take a more holistic approach, providing organizations with a flexible operating model that supports different work approaches. ITIL 4 presents 34 practices as "sets of organizational resources designed for performing work or accomplishing an objective".4There are no guiding principles under ITILv3The ITIL 4 guiding principles are universal recommendations that can guide organizations in many situations, such as "work holistically" and "keep it simple and practical".5ITIL V3 covers governance under service strategyThe governance component of the ITIL 4 service value system is about directing and controlling the organizationWhat are the different certifications available in ITIL? Explaining the available certifications in ITIL, John elaborated using the following table to help the students to understand the different certifications under ITIL.  (Source: Axelos). S.NoLevelsPurpose1ITIL 4 Foundation LevelThe ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.2ITIL 4 Managing ProfessionalThe Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows.3ITIL 4 Strategic LeaderITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy.4Master LevelTo achieve the ITIL Master certification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from the ITIL Framework and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.Getting started Concluding, John summarized that to get started all one needs to do is to talk to professionals to understand how the work they do contributes to creating value for customers. If everybody thinks about what they do in these terms, then the next step will be much easier. The IT world we live in is becoming more and more service based by the day and there is great opportunity. Industry leaders have seen ITIL in action and have bought into it. Most major global corporations run their services on ITIL®, and such IT professionals are in great demand. 
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The ITIL Framework and It’s Processes

You’ve got ITIL® questions. We’ve got ITIL an... Read More

Top 5 ITIL® Trends to Watch Out for in 2021

The emergence of ITIL® (Information Technology Infrastructure Library) framework brought information technology in alignment with the business needs of an organization. Over the years, it has benefited organizations of all sizes, along with government bodies and universities, to operate in an efficient manner to achieve their respective goals.The biggest highlight of 2019 in ITSM (Information Technology Service Management) was the launch of ITIL® 4. With ITIL 4, IT professionals will be able to usher digital transformation in their organisations, which in turn promotes work efficiency.Before we explore the upcoming trends in ITIL and ITSM in 2020, let us understand what these terms stand for.Information Technology Service Management (ITSM)ITSM refers to the organizational activities, processes, policies, and procedures carried out to implement, improve, and support IT services.Information Technology Infrastructure Library (ITIL)ITIL®, the most popular approach to IT Service Management (ITSM), focuses on aligning IT services with the needs of business with a set of best practices.Let’s dive into the exciting ITIL® trends to look out for in 2020!1. Adoption of AI-supported ITIL® PracticesAI and ML will revolutionize the way ITIL® practices were conventionally done. This will lead to two major changes in the way businesses and professionals work: automation of routine tasks and use of data analysis to serve both current and future industry trends.Although AI adoption or automation could take away of lot of jobs across industries, the deployment of ITIL® methodologies will make processes hassle-free in various business scenarios.2. Better Customer Experience and EngagementAny successful business today offers top-notch customer experience. In 2020, ITIL® will help businesses customise their products and services so that they can live up to the specific expectations of their customers. Organizations will be able to deliver superior customer experience by following ITIL 4’s 7-step continual improvement model. It’s proven to benefit any enterprise that has customers (businesses or individuals) to serve. By establishing the right processes and boundaries, ITIL 4 will enhance both transparency and user experience while driving organizations to success.3. Collaboration of DevOps and ITIL®Traditionally, ITIL® is concerned with the smooth functioning of ticketing systems. When a ticket is raised, conflict resolution is carried out through a series of steps, often by different people/teams. On the other hand, DevOps aims at automating the entire process of ITIL®. This will help solve significant challenges in configuration, release and deployment management processes.In 2020, the collaboration of DevOps with ITIL® practices will make workflows more efficient. Any unnecessary dependency on personnel will be eliminated, thus driving business solutions faster.4. Better Employee SatisfactionA recent report on employee engagement claimed that companies with engaged employees have 81 percent higher customer satisfaction. Most employees who feel engaged at work, stated that recognition of their work was the primary motivator. ITIL 4 upholds the need for achieving this workforce enablement through research-based strategies. Companies who haven’t already embraced ITIL 4 in this regard would have to adopt it for enterprise success, at least this year. Adoption of cloud-based services, giving employees the flexibility to work remotely and developing processes that are conducive to their well-being are some recommendations by industry experts. After all, happy employees play a key role in customer satisfaction.5. Higher Information SecurityIn the digital age, all companies across sectors have an online presence. Transfer of data is also happening at an alarming rate but isn't always free from security threats. While information is crucial for an organization’s success, its security and privacy should be of paramount concern too.In 2020, information security will be high on priority for all ITIL 4 practices. All ITIL® operational processes will occur in conjunction with universal security standards. In any business, ITIL® Information Security Management (ISM) will ensure that information security across all its services will be in complete alignment with IT and business security. This will prevent any potential risks, threats and losses. This will not be a one-time process but a continuous one.The Way Forward in 2020Enterprises that embrace ITIL 4 consistently across the organization, right from the management to the workforce, stand to benefit the most in 2020. There is a huge potential waiting to be realized in the IT space and staying abreast of the latest trends in ITIL will ensure increased work efficiency while reducing costs.
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Top 5 ITIL® Trends to Watch Out for in 2021

The emergence of ITIL® (Information Technology In... Read More

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