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What is ITIL ? Know about the Framework

Last updated on 30th Jan 2023, Artciles, Blog

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Jamie (Senior Data Analyst )

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    • In this article you will get
    • What is ITIL?
    • What are the ITIL concepts?
    • ITIL Framework
    • Conclusion

What is ITIL?

ITIL stands for an Information Technology Infrastructure Library. It is the set of best practices for delivering an IT services—it standardizes the selection, planning, delivery, and support of a IT services to maximize efficiency and keep predictable levels of service. It has a roots going back to the 1980s in United Kingdom as a government initiative, and a framework is now covered in a five books that are updated periodically.

ITIL Service

What are ITIL concepts?

ITIL has a several key principles that are realized through the five core components. Some key ITIL concepts and a principles are below :

  • Delivering a maximum value to the customers.
  • An Optimizing resources and capabilities.
  • Offering a services that are useful and reliable.
  • Planning processes with a specific goals in mind.
  • Explaining a roles clearly for every task.

ITIL Framework

The ITIL framework is used to manage IT services effectively throughout an entire service lifecycle. ITIL offers a guidelines and best practices for implementing five phases of the IT service lifecycle: strategy, design, transition, operations, and continual improvement.

ITIL’s structure is organised into five basic stages or categories:

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

1.Service Strategy

The purpose of a Service Strategy is to provide a strategy for a service lifecycle. The strategy should be in sync with the business objectives. The utility and warranty of a component are designed to be an ensure that the service is fit for purpose and fit for use, respectively. Ensuring this is important, as these are two components are what add value to a delivery of services to the customers.

a)Service Portfolio Management:The Service Portfolio is an entire set of services under management by service provider. It consists of a three major parts: Service Pipeline, Service Catalog, and Retired Services. A Service Portfolio Management organizes a process by which services are identified, described, evaluated, selected and chartered.

b)Demand Management:The Demand Management process is be concerned with understanding and influencing customer demand. It involves the User Profiles, which characterize various typical groups of users for the given service, and Patterns of a Business Activity, which represent the way users in various user profiles access a service over a course of a given time period.

c)Financial Management:Financial Management process are provides a means of a understanding and managing a costs and also opportunities associated with services. It includes the three basic activities:


Tracking how money is spent by the service provider.


Planning how money will be spent by the service provider.


Securing payment from a customers for a services provided.

d)Strategy Operations:Strategy Operations ensure that a services such as fulfilling user requests, resolving the service failures, fixing problems and carrying out a routine operational tasks are be performed efficiently and effectively.

2.Service Design:

The Service Design lifecycle phase is about a design of services and all supporting an elements for introduction into live environment. The Four Ps of a Service Design represent areas that are should be taken into the consideration when designing service. They are:

People:Human resources and organizational structures are required to be support the service.

Processes:Service Management processes are required to support service.

Products:Technology and the other infrastructure required to be support the service.

Partners:Third parties that offer an additional support required to support service.

There are seven processes are included in a Service Design:

a) Service Catalog Management

The Service Catalog is the subset that contains services available to the customers and users. It is often only portion of a Service portfolio visible to customers.

b) Service Level Management

Service Level Management is charged with the securing and managing agreements between customers and a service provider regarding the level of a performance (utility) and level of reliability (warranty) associated with the specific services.

c) Availability Management

The Availability Management process is concerned with a management and achievement of agreed-upon availability requirements as established in a Service Level Agreements. In ITIL, “availability” is explained as “the ability of system, service or configuration item to perform its function when be required.”

d) Capacity Management

In ITIL, “capacity” is explained as “the maximum throughput a service, system or device can handle.” Capacity Management is divided into the three major activities:

  • Business Capacity Management (BCM).
  • Service Capacity Management (SCM).
  • Component Capacity Management (CCM).

e) Service Continuity Management

The Service Continuity Management process (ITSCM) ensures that a service provider can always provide a minimum agreed-upon levels of service.

f) IT Security Management

Confidentiality:Assurance that are asset is available only to an appropriate parties.

Integrity:Assurance that a asset has not been modified by an unauthorized parties.

Availability:Assurance that asset may be utilized when be required.

Authenticity:Assurance that are transactions and the identities of the parties to transactions are genuine.

Nonrepudiation:Assurance that are transactions, once completed, may not be reversed are without approval.

g)Supplier Management

Supplier Management is charged with an obtaining value for a money from third-party suppliers. It plays the more similar role to that of Service Level Management, but with the respect to external suppliers rather than an internal suppliers and internal/external customers. Supplier Management handles the supplier evaluation, contract negotiations, performance reviews, renewals, and terminations.

3.Service Transition

The objective of a Service Transition process is to build and can deploy IT services, making sure that are changes to services and Service Management processes are carried out in this coordinated way.

a)Change Management:The goal of this processing activity is to govern the lifetime of all modifications while causing the least amount of disturbance to IT services.

b)Evaluation:The objective of an Evaluation process is to assess main changes, such as the introduction of new service or a substantial change to an existing service before those changes are allowed to be proceed to a next phase in their lifecycle.

c)Transition Planning and Support (Project Management):This process focuses on a planning and coordinating the use of a resources to deploy a major release within a predicted cost, time and quality estimates.

d)Release and Deployment Management:The objective of this process is to be plan, schedule, and control a movement of releases to testing and live environments, ensuring that are integrity of a live environment is protected and that a correct components are released.

4.Service Validation and Testing

This process ensures that are deployed releases and the resulting services are meet customer expectations, and verifies that of IT operations are able to support a new service.

a) Service Asset and Configuration Management:The objective is to keep information about configuration items are required to deliver an IT service, including their relationships.

b) Knowledge Management:objective is to be gather, analyze, store, and share knowledge and information within an organization, improving efficiency by reducing need to rediscover a knowledge.

5.Service Operations

This stage focuses on a meeting end-users’ expectations while balancing costs and discovering any potential problems.

a)Event Management (process):objective is to make sure of configuration items (CIs) and services are constantly monitored and to filter a categorize events in order to decide a appropriate actions.

b)Incident Management (process):The objective is to manage a lifecycle of all incidents, returning an IT service to users as a quickly as possible.

c)Request Fulfilment (process):The objective is to be fulfill service requests, which in a most cases are minor changes or requests for information.

d)Access Management (process):The objective is to be grant authorized users a right to use a service while preventing access to be unauthorized users. The Access Management process essentially an executes a policies explained in Information Security Management.

e)Problem Management (process):The objective is to manage a lifecycle of all problems, preventing incidents from happening, and minimizing the impact of an incidents that cannot be prevented. Proactive Problem Management analyses incident records and uses a data collected by other IT Service Management processes to identify trends or be significant problems.

f)IT Operations Management (function):The objective is to be monitor and control the IT services and underlying infrastructure, executing day-to-day routine tasks related to a operation of infrastructure components and also applications. This includes the job scheduling, backing up and restoring, print and output management, and routine maintenance.

g)Service Desk (function):This is a point of contact between users and a service provider. A service desk be usually handles the communication with the users and also manages incidents and a service requests.

h)Application Management (function):Application Management is a responsible for managing the applications throughout their lifecycle.

i)Technical Management (function):Technical Management provides a technical expertise and support for management of an IT infrastructure.It aims to continually improve an effectiveness and efficiency of a IT processes and services in line with concept of a continual improvement adopted in ISO 2000:

ITIL Framework
  • 1.Identifying a improvement strategies.
  • 2.Explaining what will be measured.
  • 3.Gathering data.
  • 4.Processing data.
  • 5.Analyzing data.
  • 6.Presenting and using an information drawn from data.
  • 7.Using an information to improve.


ITIL is an acronym that stands for an Information Technology Infrastructure Library. It is the collection of best practices for delivering a IT services; it standardizes the planning, selection, delivery, and support of IT services to can optimize efficiency and maintain predictable service levels.

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