ITIL: Best Practice IT Service Management

ITIL IT SERVICE MANAGEMENT -- ITIL is the most widely adopted guidance for IT service
management worldwide. ITIL was created by experts who incorporated the learning experiences and practices of leading organizations, ‘best-inclass’ practitioners and IT service providers from around the world. Adopting good practice can help a service provider to create an effective service management system. Good practice is simply doing things that have been shown to work and to be effective.


Effective service management is itself a strategic asset of the service provider,providing  them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve. ITIL is one of IT Service Management good practice.

Benefit Of ITIL implementation

There are some benefit of ITIL implementation :
- Increased user and customer satisfaction with IT services
- Improved service availability, directly leading to increased business profits and revenue
- Financial savings from reduced rework, lost time, improved resource management and usage
- Improved time to market for new products and services
- Improved decision making and optimized risk.


ITIL’s value proposition centres on the IT service provider (internal IT department or external supplier) understanding a customer’s business objectives and priorities, and the role that IT services play in enabling these objectives to be met. ITIL adopts a ‘lifecycle’ approach to IT services, focusing on practices
for service strategy, service design, service transition, service operation and continual service improvement.

ITIL Lifecycle

ITIL is a public framework that describes Best Practice in IT service management. It provides a framework for the governance of IT, the ‘service wrap’, and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective.

ITIL Lifecycle

ITIL processes and functions are set up in a particular stage of the lifecycle; however, in reality they spread throughout the stages. This image shows the ITIL service lifecycle. The complete framework of ITIL is based on service lifecycle. Each lifecycle defines certain processes for effective service management.

Service lifecycle helps to amplify the service management approach and to achieve better understanding of its structure. In the coming chapters, we will be discussing all lifecycle individually with their processes and functions.

The ITIL processes are grouped into stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement . Each of the five stages is focused on a specific phase of a service's lifecycle

Five lifecycle of ITIL are :

Service Strategy
Process Objective: To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

Service Design
Process Objective: To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones.

Service Transition
Process Objective: To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.

Service Operation
Process Objective: To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.


Continual Service Improvement
Process Objective: To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.