Information Technology Infrastructure Library (ITIL)

The Information Technology Infrastructure Library (ITIL) is a framework used by IT teams to implement structured and methodical IT Service Management (ITSM). It includes best practices and processes for planning, delivering and managing IT services through different steps or lifecycle phases. These are summarized in regularly updated and improved standards. For example, the current ITIL framework includes practices such as SVS (Service Value System) and a valid “model of four dimensions” for aligning IT with business goals.

Effective IT Service Management:

1. Service strategy: Companies define their strategic goals for IT services. This includes prioritizing which IT services should be provided.

2. Service Design: Planned IT services are designed in detail, including all the necessary technical specifications, processes, resources and security measures.

3. Service Transition: Planned IT services are transferred to the infrastructure. IT admins are responsible for technical implementation and ensuring smooth transitions.

4. Service Operation: IT admins monitor and manage systems used in day-to-day operations to respond to faults and problems and minimize outages. 

5. Continuous Service Improvement: ITIL specifies regular analyses to identify weaknesses and continuously improve the service. This is based on an evaluation of performance metrics such as user satisfaction, costs or incident response times.

6. Service Value System: The service value system is a model that shows how all components and activities of an organization interact to generate value. This model can help create a unique and strong direction for the organization. It defines the activities, workflows, controls, and procedures needed to achieve agreed-upon goals. The “Model of Four Dimensions” emphasizes that the “4Ps” (People, Products, Partners and Processes) are applied in SVS.