Introduction to (Info Technology Infrastructure Library) ITIL

What is ITIL

-its a framework showing best practices for IT service management (ITSM)

ITSM : implementation & management of quality I services  that meets the needs of the business. It is performed by IT service service providers thru an appropriate mix of people , processes and IT.

Key terms.

  • Baseline : starting point, reference point used to getting back to. A configuration baseline is more of a back out plan just incase it fails .
  • Business Case : justification  of spending money on a project. its a planning tool, it has cost, benefits, risk and potential problems.
  • Capabilities : the ability to carry out functions and processes
  • Processes : these are coordinated activities that provide an outcome e.g like value
  • Process owner: accountable for the proccess
  • Process manager: operational accountable of the process
  • Resources:anything from IT infrastructure,people ,money ,anything used to deliver IT resources
  • Services: means to deliver value at the same time managing cost and risk.
  • service owner : person responsible for delivering  the service  and also responsible for Continuous Service Improvement


a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risk


a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs

processes have a

  1. trigger – what starts the process
  2. activities – things done
  3. dependency- for example other departments or other roles in the organisation
  4. sequence – more of a workflow.

Processes are

  1. measurable
  2. specific result
  3. has got expectations
  4. changing triggers

broader picture in an organisation, application example of  an Accounting department

  1. practitioners –  a cashier who collects money from clients
  2. Managers – those who oversee practitioners to make sure they are doing the right thing and following the correct procedures
  3. Process owner – the one who designed the workflow which is used by the practioners and measures if it fits its role in the organisation as a whole.


grouping of roles that are responsible for performing a defined processes or activity

  • service desk
  • technical mgt
  • application mgt
  • fascilities mgt
  • IT operations control


ITIL is made up of a service lifecycle. each domain has got components which need to be followed till a service is launched to the final users



an overview of

  1. Service Strategy : purpose of this stage is to define the perspective , position ,plans and patterns that service provider needs to meet org business outcomes. It helps define why we are implementing a certain technology and how it is going to be used
  2. Service Design : purpose is to design IT services, together with the governing IT practices, processes and policies to realise the service provider`s strategy and facilitate the introduction of these services into supported environments. it ensures quality service delivery,customer satisfaction and cost effective service provision.
  3. Service Transition: purpose is to ensure that new, modified or retired services meet the needs and expectations of the business as documented in the service strategy and service design stages of the lifecycle
  4. Service Operations: maintain business satisfaction and confidence on IT through effective delivery and support of agreed IT services. Obj is to minimise service outages and ensure access is provided to authorised individuals
  5. Continous Service Improvement : focuses on improving /increasing efficiency , maximizing the effectiveness and optimising the cost of services and the underlying ITSM processes





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