Information Technology Infrastructure Library, or ITIL, is a set of best practices for IT service management (ITSM). ITIL was created in the 1980s by the UK government's Central Computer and Telecommunications Agency (CCTA) and has since evolved to become the most widely adopted ITSM framework globally. 

This article will provide a beginner’s guide to the ITIL process.

ITIL is designed to help organisations improve their IT services by providing a framework of best practices that can be used to manage and deliver IT services. The ITIL framework is based on five core books covering different aspects of IT service management. These books are:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Each book covers a different aspect of IT service management and guides designing, implementing, and managing IT services.

Service Strategy

The Service Strategy book is the first step in the ITIL process. This book guides developing a service strategy that aligns with the organisation's business objectives. The service strategy defines the IT department's services and the resources required to provide those services.

Service Design

The Service Design book covers the design of IT services. This includes the design of new services, the redesign of existing services, and the transition of services from development to operations. The service design process is concerned with ensuring that IT services are designed to meet the needs of the business and that they can be delivered efficiently and effectively.

Service Transition

The Service Transition book covers the transition of IT services from development to operations. This includes the testing of IT services, the deployment of IT services, and the transfer of knowledge and skills to the operational teams. The service transition process ensures that IT services are delivered with minimal disruption to the business.

Service Operation

The service operation process ensures that IT services are delivered reliably and efficiently. The Service Operation book covers the day-to-day operation of IT services. This includes the monitoring of IT services, the management of incidents and problems, and the fulfilment of service requests.

Continual Service Improvement

The continual service improvement process is concerned with ensuring that IT services are continuously improved to meet the changing needs of the business. The Continual Service Improvement book covers the ongoing improvement of IT services. This includes the measurement of IT service performance, the identification of opportunities for improvement, and the implementation of improvements.

ITIL Process and Its Benefits

The ITIL process is designed to help organisations improve their IT services by providing a framework of best practices that can be used to manage and deliver IT services. The benefits of the ITIL process include:

• Improved Service Quality: The ITIL process guides how to design, implement, and manage IT services to meet the needs of the business. This can result in improved service quality, leading to increased customer satisfaction.
• Improved Service Efficiency: The ITIL process guides managing IT services efficiently. This can result in reduced costs and increased productivity.
• Improved Service Agility: The ITIL process guides how to design IT services to be flexible and adaptable. This can result in enhanced service agility, which can help organisations respond quickly to changing business needs.
• Improved Risk Management: The ITIL process guides managing risks associated with IT services. This can result in improved risk management and reduced downtime.
• Improved Communication: The ITIL process guides how to communicate effectively with stakeholders. This can result in improved communication and collaboration between IT and the business.

ITIL tools and software

Several ITIL tools and software available in the market can help organisations implement and manage ITIL processes. These tools and software provide a range of features and functionalities that can help organisations improve service quality, reduce costs, increase productivity, and enhance customer satisfaction.

Some popular ITIL tools and software include:

• ServiceNow: ServiceNow is a cloud-based platform providing IT service management, operations management, and business management capabilities. It offers a range of ITIL-aligned modules, including incident management, problem management, change management, release management, and service level management.
• BMC Remedy: BMC Remedy is a suite of IT service management software that includes modules for incident management, problem management, change management, release management, service level management, and service request management. It offers workflow automation, service desk management, and reporting and analytics.
• Jira Service Desk: Jira Service Desk is a software solution for IT service management built on the popular Jira platform. It offers modules for incident management, problem management, change management, and service level management, as well as features such as self-service portals, automation, and reporting.
• HP Service Manager: HP Service Manager is a comprehensive IT service management software solution that offers modules for incident management, problem management, change management, release management, service level management, and service catalogue management. It also provides features such as automation, asset management, and reporting and analytics.
• Cherwell Service Management: Cherwell Service Management is a flexible and configurable IT service management software solution that offers modules for incident management, problem management, change management, release management, service level management, and service catalogue management. It also provides features such as automation, self-service portals, and reporting and analytics.

ITIL is a set of best practices for IT service management widely adopted by organisations worldwide. The ITIL framework is based on five core books covering different aspects of IT service management, including service strategy, design, transition, operation, and continual service improvement.

The ITIL process provides a framework of best practices that can be used to manage and deliver IT services. By following the ITIL process, organisations can improve service quality, efficiency, agility, risk management, and stakeholder communication.

If you are new to ITIL, it is recommended that you start with the ITIL Foundation certification is recommended. This certification introduces the ITIL framework and covers IT service management's key concepts and terminology.

ITIL is a robust framework that can help organisations improve their IT services and better align IT with the needs of the business. By following the ITIL process and adopting ITIL best practices, organisations can enhance the quality of service, reduce costs, and increase productivity.

FAQs

What is ITIL?

ITIL stands for Information Technology Infrastructure Library. It is a set of best practices for IT service management.

Who developed ITIL?

ITIL was developed by the UK government's Central Computer and Telecommunications Agency (CCTA) in the 1980s.

What are the core books of ITIL?

The core books of ITIL are Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

What is the purpose of ITIL?

The purpose of ITIL is to provide a framework of best practices that can be used to manage and deliver IT services.

What are the benefits of ITIL?

The benefits of ITIL include improved service quality, improved service efficiency, improved service agility, improved risk management, and improved communication with stakeholders.

How can I get ITIL certified?

You can get ITIL certified by taking an ITIL Foundation certification exam.

Who should use ITIL?

ITIL can be used by any organisation that provides IT services, regardless of size or industry.

Is ITIL mandatory?

ITIL is not mandatory, but many organisations adopt best practices to improve their IT service management.