These were supplemented by additional non-core ITIL publications that were not examinable. ITIL v2 was published in 2001 in the form of two books that focused on service delivery and service support, respectively. Especially since all of the most popular ITSM tools had used ITIL best practice as a blueprint for their process-based design. As a result, the Office of Government Commerce (OGC), although called the Central Computer and Telecommunications Agency (CCTA) at the time, was set to creating a framework of best practices for the efficient and economic use of IT resources.īoth ITIL and ITSM adoption levels grew quickly during the 1990s and much of ITIL’s success can be attributed to the symbiotic relationship it had with ITSM tools, in that ITIL adoption drove ITSM tool sales and ITSM tool sales drove ITIL adoption. While service management, and some would say ITSM, existed long before ITIL - ITIL was introduced in 1989, driven by the UK government which was unhappy with how its IT was being delivered in the latter half of the 1980s. ITIL 4 defines the key purpose of problem management as being “to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.” Read more about ITIL 4 Management Practices All while ensuring that nothing is lost, ignored, or forgotten about. The process, or set of activities, that ensures all IT issues (termed “incidents” by ITIL) are logged and progressed effectively and consistently through to resolution. The objective of change management is “to ensure that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner in order to to understand and minimize risks while making IT changes. ITIL 4 addresses the process-bias issue head-on by replacing the 26 processes of ITIL 2011 with 34 management practices which are defined as “…a set of organizational resources designed for performing work or accomplishing an objective.” There’s more on management practices later but the key point is that service management success requires people, processes, technology, and moreĪmong the processes found in both ITIL v3 and ITIL 4 are included: ITIL is very much about creating a fit-for-purpose capability around service design, delivery, support, and improvement. ITIL isn’t simply a set of ITSM processes. However, with this version the longer-form nomenclature was dropped such that ITIL is now just a name, i.e. Whereas the ITIL 4 Glossary has no definition for ITSM, only service management – “A set of specialized organizational capabilities for enabling value for customers in the form of services.”Īs to how ITIL was originally created, and continues to be created, it’s curated real-world good practices for service design, delivery, and support (including continual improvement).įinally, you might be thinking “But it’s the IT Infrastructure Library, right?” This is historically correct – where before the ITIL v3 version in 2007, ITIL was an acronym for the IT Infrastructure Library. This has impacted not only the provided guidance and the terminology employed, but also how ITIL is defined.įor example, AXELOS – the custodians of ITIL (there’s more on this shortly) – defines ITIL as both “…the most widely used guidance in the world on IT Service Management” and “best-practice guidance for IT service management” in its ITIL 4 Foundation publication despite the move from ITSM to service management throughout. Such that ITIL is now presented as a body of service management best practice guidance. This enterprise-wide use of ITSM and ITIL meant that ITIL 4 morphed from its traditional focus on ITSM to service management, with mentions of ITSM avoided in ITIL 4 literature unless absolutely necessary. But, as with ITSM itself, ITIL was increasingly being used in non-IT scenarios through what the IT industry termed Enterprise Service Management strategies: The IT Infrastructure Library (ITIL) is the use of ITSM principles and capabilities in IT and other business areas to improve operations, services, experiences, and outcomes. Until the introduction of ITIL 4 in 2019, ITIL was commonly defined as a library of volumes describing a framework of best practices for delivering IT services ( IT Service Management). Providing guidance on the definition of the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs. Plus, get an overview of the Service Value Chain and System. Find out ITIL's meaning, the difference between ITIL v3 and ITIL 4, and its management practices.
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