ITIL

Overview of ITIL
ITIL is a framework providing best practice guidelines on all aspects of end to end service
management. It covers a complete spectrum of people, processes, products and use of partners.
Now a day, ITIL is being practiced by almost every company providing IT services to its
customers.
The processes, tasks and checklists described in ITIL are not organization-specific, but can be
implemented by any organization. It gives organization a framework to plan, implement and measure IT
services.
ITIL was published in 1989 by Her Majesty's Stationery Office (HMSO) in UK on behalf of the Central
Communications and Telecommunications Agency (CCTA), now subsumed within the Office of
Government Commerce (OGC).
The Challenges We Faced in IT Operation
❖ Not meeting SLA

❖ Frequent Major Incidents
❖ Constant Fire-fighting
❖ Infrastructure not capable of absorbing new changes
❖ Unplanned Outages/Security Incidents (Major virus attack)
❖ Process failures
❖ Infrastructure not capable of handling load at peak hours
❖ Unavailability of key business application
❖ Unable to measure the performance of services/process
❖ The team working of trial & error method
❖ Lack of Governance structure
Why is service Management important for IT?
❖ IT becomes increasingly crucial for business

❖ Downtime on IT causes huge business losses (e.g. Users rush to bank branches when ATM
was unable to dispense cash.
❖ Organizations want to move towards ZDT (Zero Down Time) for crucial services.
❖ Most of the businesses are going e-way
Why is ITIL so successful?
1. Vendor-neutral
Vendor neutrality is a business and design approach that aims to ensure broad compatibility and
interchangeability of products and technologies.
2. Non-prescriptive
ITIL offers strong develop and time-tried practices that have pertinence to a wide range of service
association. It keeps on being helpful and significant in broad daylight and private areas, inward and
outside service suppliers, little, medium and huge ventures, and inside any specialized condition.
3. Best practice
ITIL speaks to the learning encounters and thought the authority of the world's best-in-class specialist co-
ops.
Why ITIL is required?
ITIL helps business managers and IT managers to deliver services to the customers in an effective
manner and hence gaining the customer’s confidence and satisfaction. The areas where ITIL plays an
effective role are as given below −
❖ IT and business strategic planning.

❖ Integrating and aligning IT and business goals.
❖ Implementing continuous improvement.
❖ Acquiring and retaining the right resources and skill sets.
❖ Reducing costs and the Total Cost of Ownership Reducing costs and the Total Cost of
Ownership.
❖ Demonstrating the business value to IT.
❖ Achieving and demonstrating Value for Money and Return on Investment. Achieving and
demonstrating Value for Money and Return on Investment.
❖ Measuring IT organization effectiveness and efficiency Measuring IT organization
effectiveness and efficiency.
❖ Developing business and IT partnerships and relationships.
❖ Improving project delivery success.
❖ Managing constant business and IT change.
ITIL Versions
In its first form, ITIL was a collection of books which covered all aspects of IT service management.
Since then, ITIL underwent many changes and thus many versions of ITIL exist as given below −
ITIL v1
This is the first version of ITIL and comprised 31 books initially. This is the first version of ITIL and
comprised 31 books initially.
ITIL v2 (2000 to 2004)
The V1 was replaced with 7 books and gained much prominence during 2000 to 2004. Many companies
across several countries currently are adopting this version and this has become an accepted version too.
ITILv3 (2007)
This is yet another modified and consolidated version of the previous ITILV2 and this is called with 3rd
version of ITIL, consisting of five core books covering the service lifecycle. ITIL V3 included version of
ITIL, consisting of five core books
covering the service lifecycle. ITIL V3
included 26 processes and 4 functions.
In 2011, the 2011 edition of V3 was

published. It was an updated version
released in 2007.
ITIL Publications
ITIL core publications include a set of five

manuals − Service Strategy, Service
Design, Service Transition, Service
Operation and Continual Service
Management.
Benefits of ITIL
The following diagram shows the benefits that ITIL offers −

ITIL V2 vs ITIL V3
A comparison of ITIL V2 and ITIL V3 is shown in the following table
ITIL® V3 vs ITIL® V4
1. ITIL V3 Process vs ITIL V4 Practices
ITIL V3 processes describe a flow of activities, along with the information about suggested roles,
metrics, and other process-related information. On the other hand, ITIL V4 practices are the capabilities
that can be performed as an organization.
2. ITIL V3 26 Processes vs ITIL V4 34 Practices
ITIL V3 Processes ITIL V4 Practices
Service Strategy General Management Practices
1. Strategy Management 1. Architecture Management

2. Demand Management 2. Continual Improvement
3. Service Portfolio Management 3. Information Security Management
4. Financial Management 4. Knowledge Management
5. Business Relationship Management 5. Measurement and Reporting
6. Organizational Change Management
Service Design 7. Portfolio Management
8. Project Management
1. Service Catalog Management 9. Relationship Management
2. Availability Management 10. Risk Management
3. Information Security Management 11. Service Financial Management
4. Service Level Management 12. Strategy Management
5. Capacity Management 13. Supplier Management
6. Design Coordination 14. Workforce and Talent Management
7. Supplier Management
8. IT Service Continuity Management Service Management Practices
Service Transition 1. Availability Management

2. Business Analysis
1. Transition Planning and Support 3. Capacity and Performance Management
2. Change Management 4. Change Control
3. Change Evaluation 5. Incident Management
4. Release and Deployment Management 6. IT Asset Management
5. Service Assets & Configuration 7. Monitoring and Event Management
Management 8. Problem Management
6. Service Validation and Testing 9. Release Management
7. Knowledge Management 10. Service Catalog Management
11. Service Configuration Management
Service Operation 12. Service Continuity Management
13. Service Design
1. Access Management 14. Service Desk
2. Event Management 15. Service Level Management
3. Service Request Fulfillment 16. Service Request Management
4. Incident Management 17. Service Validation and Testing
5. Problem Management
Technical Management Practices
Continual Service Improvement
1. Deployment Management
1. The Seven-Step Improvement 2. Infrastructure and Platform Management
3. Software Development and Management
3. ITIL V3 9 Guiding Principles vs ITIL V4 7 Guiding Principles
The 9 guiding principles of the ITIL V3 framework are now reduced to 7 guiding principles in ITIL V4.
ITIL V3 Guiding Principles ITIL V4 Guiding Principles
1. Focus on Value 1. Focus on Value

2. Design for Experience 2. Start where you are
3. Start where you are 3. Progress Iteratively with Feedback
4. Work Holistically 4. Collaborate and Promote Visibility
5. Progress Iteratively 5. Think and Work Holistically
6. Observe Directly 6. Keep it Simple and Practical
7. Be Transparent 7. Optimize and Automate
8. Collaborate
9. Keep it Simple

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Overview of ITIL

❖ Not meeting SLA

Why is service Management important for IT?

❖ IT becomes increasingly crucial for business

Why is ITIL so successful?

❖ IT and business strategic planning.

ITIL v2 (2000 to 2004)

In 2011, the 2011 edition of V3 was

ITIL core publications include a set of five

The following diagram shows the benefits that ITIL offers −

A comparison of ITIL V2 and ITIL V3 is shown in the following table

1. ITIL V3 Process vs ITIL V4 Practices

2. ITIL V3 26 Processes vs ITIL V4 34 Practices

ITIL V3 Processes ITIL V4 Practices

Service Strategy General Management Practices

1. Strategy Management 1. Architecture Management

Service Transition 1. Availability Management

3. ITIL V3 9 Guiding Principles vs ITIL V4 7 Guiding Principles

ITIL V3 Guiding Principles ITIL V4 Guiding Principles

1. Focus on Value 1. Focus on Value

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