ITIL Framework

What is ITIL? ITIL Process and ITIL Framework Tutorial

ITIL stands for Information Technology Infrastructure Library. It was developed by the British government, primarily to meet their needs.  ITIL is the official IT Service Management framework from the UK Government’s Office of Government Commerce (OGC). ITIL offers a best practice approach to IT Service Management (ITSM) that can be applied by an organization in order to help improve the efficiency, effectiveness, and control of its IT services.

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What is ITIL?

ITIL is the lifeline of an organization. It ensures that every IT service is aligned with the business. ITIL increases confidence about IT among business stakeholders. It ensures a standardized service delivery to customers and thereby it builds brand value for the company

History of ITIL

  • First commercial versions were released in 1986
  • The first international version in 2002
  • Elite certification in ITIL v3 in 2004
  • The first ITIL foundation exam appeared in 2005
  • V3 is released in 2007
  • An open book exam first time in 2010
  • Long career to achieve accreditation since 2012

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Why do we require ITIL?

Service management is a philosophy, a mindset, the way of looking at customers and the IT process as a whole. To be good at service management, you need to make it a part of your DNA and every manager should have an understanding of it.

ISO 20000 is the latest international standard for IT service management that addresses current trends in IT service management. ISO 20000 aligned IT Service Management practices are also more effective at reducing operating costs, increasing customer satisfaction, and improving executive oversight.

  • It provides the best customer service
  • Your staff will be more knowledgeable about their role
  • Predictable operation
  • Better customer satisfaction
  • Improved Processes
  • Reduce time-to-market for new
  • Cost savings
  • Improved quality of service
  • Reduced time in resolution of critical incidents

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Process of ITIL 

The basic idea of ITIL is that processes – whether done manually or semi-manually – deliver results that can be measured, recorded, and presented as results. Any sort of process which has some sort of output – whether that’s measured in output records or in dollars saved by getting approved for another contract is a process that can be implemented by an organization employing ITIL.

ITIL has the following steps:

Service strategy 

A service strategy is a process of managing multiple related service efforts within an organization. The strategy focuses on operational excellence, ISO 27701 quality control, and product-based learning as applied to the design, implementation, support, and improvement of information technology solutions. The basic tenet of service strategy is to improve the quality of hardware, software, networks, operations, and client relations by providing better service at a lower total cost to clients and employees.

Service design

Service design or ITIL is a methodology for developing high-quality software products that meet client’s requirements while improving the quality of software delivery from start to finish. The methodology is based on the German discipline of Human Engineering – Technik – which emphasizes collaborative, cross-functional teamwork. It was first applied to military systems in the 1950s and has since gained popularity among systems analysts and software architects working for private sector clients.

Service transition

The process through which organizations move from using manual processes to more complex software-driven processes. ITIL is an umbrella term for various processes that make up a modern IT operation and supports the efficient operation of shared information technology resources with a holistic view toward scalability and performance. It involves fundamental shifts in how work is done by many departments and centers in an organization.

Service operation

The Service Operation of ITIL (Technology Asset Management Initiative) is a process that develops and maintains customized knowledge in support of human capital needs. ITIL provides a framework for organizations to manage and operate multiple technology assets within an organization’s basic operational scope. It helps organizations make informed cost-effective use of technology by integrating relevant technology information into key business processes and providing clear guidance on how ITIL can be applied in specific cases.

Continual service improvement

An ITIL is a method to continuously improve an existing process in order to improve productivity and reduce costs while keeping the same or better quality of services. Ideally, the process being improved is itself influenced by data and data inputs/outputs. Generally, the improvement process draws from many sources such as competitor information, expert opinion, and best practice. It is implemented by a sprinkler system that aims to water the plants when they are ready for harvest rather than spraying water indiscriminately across the area.

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ITIL Certification

ITIL certification is the most recognized, most accepted, and most respected IT Service Management certification program in the world. In just 2 short years, you can complete the ITIL foundation training then take one exam to earn your certification. After you are certified, it’s time to begin your ITIL journey with a focus on managing your system services


A framework for improving operations and plant productivity through the application of technology in the real world. It is a set of practices supported by clear targets, objective criteria, and documented outcomes. The framework is applicable to large organizations and businesses of all sizes. Many large organizations have implemented or are in the process of implementing ITIL.

The methods, needs, and preferences that separate the men from the boys are as unique as the individuals themselves. And just as you wouldn’t want to force someone who won’t listen to reason into a program, nor hire one that won’t work, so too should you avoid assigning roles or teaching methods that will only lead to failure. ITIL is more than just a method, it’s an approach – one that emphasizes identifying what your users need, then developing methods and techniques that provide 100% satisfaction from the user’s perspective.

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