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ITIL Key Concepts And Summary Of Processes- A Complete Guide

30th Jan, 2024
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    ITIL Key Concepts And Summary Of Processes- A Complete Guide

    What is ITIL?   

    ITIL, the acronym for ‘Information Technology Infrastructure Library’ is a set of IT service management services focused on deliverance in the line of customers’ needs. Today, it has become a de-facto standard for providing IT services. Originated in the 1980s in the UK, the ITIL approach helps the IT industries to serve customers in an economical and quality-driven manner. ITIL 2011 is the latest update released to help industries refine IT services.   

    What are the Concepts of ITIL? 

    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 in ITIL Deployment

    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 Concepts

    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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    What are the Benefits of ITIL Implementation?

    The growing demand of ITIL professionals all across the world proves that the IT industries are experiencing the tremendous benefits of ITIL framework. The following 6 benefits of ITIL are experienced by the majority of IT services providers:  

    • Better product delivery and enhanced customer satisfaction
    • Better understanding between the IT and business
    • Better risk management with a wider scope
    • Better service management to accommodate business changes
    • Better assessment of costs & assets
    • Better cost management because of optimum utilization of in-house resources

    What are the ITIL Certification Levels

    The 5-tiered structure of ITIL certification offers the candidates a much-desired flexibility relating to different areas of application. There are five levels of qualifications within the ITIL Qualification Scheme, as mentioned below:

    1. Foundation Level - The entry-level ITIL certification helps you understand all the terminologies, concepts and elements of ITIL service lifecycle. It helps you implement ITIL practices to streamline the processes for consistent improvement. ITIL Foundation Certification gives you 2 credits toward ITIL Expert certification.
    2. Practitioner Level: The next level after the foundation certification; It helps you improve the ability to follow ITIL framework. It imparts perfection to adopt and adapt ITSM system to support the business objectives. Encompassing all the three key areas for successful of improvement initiatives, namely communication, organizational change management, and measurement / metrics, ITIL Practitioner derives the comprehensive method for Continual Service Improvement (CSI).
    3. Intermediate Level: The next to practitioner level; ITIL Intermediate Service Operation Training provides you deep insights into the modular structure comprising of different modules focused on IT service management. ITIL Intermediate certification refines your perfection in service operation, technology considerations and managing the critical success factors.
    4. Expert Level: The next to intermediate level, expert-level ITIL certification is designed for the professionals interested to demonstrate their ITIL Scheme knowledge in its entirety. It needs you to have deep insights in ITIL best practices besides the ITIL Intermediate certification.  
    5. Master Level: It is the most advanced ITIL certification designed for the ITIL experts with proven experience of selecting and applying the range of ITIL principles, methods & techniques to derive the best outcomes. To get the Master Level certification, you need the have five years’ experience in leadership, managerial, or higher management advisory positions.

    As said above, ITIL qualification gives you more numbers of options to choose the best-designed course/training tailored to your career plans. Other than traditional certification courses, you may opt for specific and purpose-oriented short term courses also like ITIL Intermediate Service Strategy Training, ITIL Intermediate Service Transition Training, ITIL Intermediate Operational Support and Analysis etc. 

    What are the Career Prospects after Having ITIL Certification?

    ITIL is tied to ISO/IEC 20000 norms; as more and more organizations are trying to become ISO/IEC 20000 certified, the demand for ITIL certified professionals is bound to go high. The hundreds of companies and top brands in diverse sectors including finance, retail, IT, technology, entertainment, manufacturing, medical etc have adopted ITIL framework; and many more are going to adopt it. The top brands relying on ITIL include Boeing, Sony, Honda, Microsoft, Procter & Gamble, Citibank, Barclays, Disney, Toyota, Pfizer, Bank of America etc. Combining the ITIL certification with other project management certifications significantly increases the salary range. BusinessWire predicts that the ITSM industry will grow from $4.4 billion in 2016 to $8.78 billion in 2021. CRN Magazine included ITIL certification among the top 15 certifications that boost your career dramatically. 

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    ITIL Summary to Conclude: 

    The globally acknowledged ITIL qualification is going to be the most desired prerequisite for IT project manager jobs in 2018 and after. The above detailed ITIL concepts, core components, benefits and career scope make it simple to understand why the ITIL certification is the most preferred choice of experienced IT professionals poised to boost their competency level. ITIL certification ensures that all the team members understand all the aspects of service management holistically and not just the tasks assigned to them. The online and classroom trainings for different level ITIL certification, as conducted by KnowledgeHut, are of great help for ITIL certification preparation; so, don’t wait – explore your options.

    Frequently Asked Questions (FAQs)

    1How many processes are there in ITIL 4?

    The ITIL v4 framework is composed of 34 processes organized into three management phases such as General Management Practices, Service Management Practices &Technical Management Practices. 

    2Why do we need ITIL processes?

    We need ITIL processes to help organizations deliver high-quality IT services that meet the needs of their customers and stakeholders. ITIL processes provide a structured approach to IT service management that helps organizations, Improve Service Quality, Increase Efficiency and Productivity, Manage Risk, Meet Compliance Requirements. Overall, ITIL processes help organizations to deliver IT services that are aligned with their business objectives and meet the needs of their customers and stakeholders. By adopting ITIL processes, organizations can improve service quality, increase efficiency and productivity, manage risk, and meet compliance requirements. 

    3What are the 7 key ITIL practices?

    The below 7 ITIL practices that describe the procedures of ITIL service management. It sustains adequate measures and the appropriate predictions of all business conditions. . Continual Improvement, Change Enablement, Incident Management, Problem Management, Service Desk, Service Level Management, Service Request Management 

    4Which is the core concepts of ITIL 4?

    ITIL 4 is a framework for IT Service Management (ITSM) that focuses on delivering value to customers through the use of IT services. The core concepts of ITIL 4 include: Service Value System (SVS): Service Value Chain (SVC): Service Value: Overall, ITIL 4 aims to create a flexible and holistic approach to service management that enables organizations to adapt to changing business needs and customer expectations. 


    Shubhranshu Agarwal

    Freelance content writer

    Shubhranshu Agarwal is a technical writer with special interest in business management and project management subjects. Over the 15 years of freelance content writing, he has written a lot to help the industries, businesses and project managers to achieve the sustainable growth by implementing strategic critical management methodologies.

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