Know the fundamentals of the Information Technology Infrastructure Library (ITIL). Learn about IT service management (ITSM) and be prepared for the ITIL Foundation Certification. This video contains eight clips:
- Service Management as a Practice. This first clip in the ITIL series defines services and service management, and introduces key terminology required for service management to be carried out in line with ITIL best practices. In order to understand ITIL, it is necessary to start with an understanding of what a service is and what is required for service management to work in terms of stakeholders, processes, and functions.
- The ITIL Service Lifecycle. This second clip in the ITIL series covers the five stages of the service lifecycle: strategy, design, transition, operation, and continual service improvement. Stages of the lifecycle work together as an integrated system to support the ultimate objective of service management for business value realization.
- Generic Concepts and Definitions. This third clip in the ITIL series explores key terms. The value of a service can be considered to be the level to which that service meets a customer’s expectations. From the customer’s perspective, value consists of achieving business objectives. The service provider bears the costs and risks involved which must be managed. Hence ROI and risk management become the focus even as the portfolio of services is managed to deliver value to the customer.
- Key Principles and Models. This fourth clip in the ITIL series covers ITIL key principles. Value creation begins with the Service Provider understanding organizational objectives and customer needs. For services to provide true value to the business, they must be designed with the business objectives in mind. Design encompasses the whole IT organization, for it is the organization as a whole that delivers and supports the service. Service improvement efforts must be linked with business outcomes across the service lifecycle.
- Technology and Architecture. This fifth clip in the ITIL series focuses on the broader perspective of technology and architecture. Services are socio-technical systems with service assets as the operating elements while people and processes act as concentrators. Improvements in design and engineering of activities, tasks, and interfaces can compensate for limitations of people. Automation of routine processes can reduce variation, allow quick adjustments to process capacity, and reduce the cost of operations attributable to expensive human resources.
- Selected Processes. This sixth clip in the ITIL series explains processes. Processes define actions, dependencies, and sequence. Well-defined processes can improve productivity within and across organizations and functions. A process is organized around a set of objectives. The main outputs from the process should be driven by these objectives and should include process measurements (metrics), reports, and process improvement. ITIL defines 26 processes across the service lifecycle. Organizations are encouraged to adopt and adapt the processes based on their context.
- Selected Functions. This seventh clip in the ITIL series explains functions. There is no single best way to organize, and best practices described in ITIL need to be tailored to suit individual organizations and situations. In ITIL, functions are groups or teams that carry out one or more processes and activities designed to achieve a particular result. Functions are needed to manage the ‘steady state’ operational IT environment. These are logical in nature and so can be organized in any combination and into any number of departments.
- Selected Roles. This eighth clip in the ITIL series covers roles. For the service lifecycle to be successful, an organization will need to clearly define the roles and responsibilities required to undertake the processes and activities involved in each lifecycle stage. These roles will need to be assigned to individuals, and an appropriate organization structure of teams, groups, or functions will need to be established and managed. Each organization will define appropriate job titles and job descriptions which suit their needs, and individuals holding these job titles can perform one or more of the required roles.