What Is Itil: Basics And The Technical Jargons
ITIL is a library containing best practices for delivering IT services. Organizations can use this to minimize risk, increase customer satisfaction, implement cost-saving practices while maintaining effectiveness, and finally to create an environment conducive to growth, change, and scale. ITIL acts as a common language between businesses and professionals.
ITIL aims to align services to business strategies and employee needs.
What are the ITIL principles to follow:
- Focus on value
- Focus on Experience
- Progress iteratively
- Observe directly
- Transparency in all processes
- Collaborate on all levels
- Simplistic design
What are some key terms related to ITIL?
These are defined as the abilities and skills organizations apply to resources to derive value from the employee support desk.
Functions are self-contained subsets that carry out specific tasks. To accomplish the tasks, such as closing a ticket or providing employee support, functions can be organized into groups.
Processes are the tasks carried out in a structured manner to achieve a specific objective. Here's what defines a process:
- Transforms inputs into outputs
- Delivers results to a customer
- It can be measured with the right metrics
- Triggered by specific events/incidents/occurrences
Resources are the raw materials that contribute to service. This can be money, equipment, time and staff.
Roles represent designated tasks to teams or individuals for their completion.
Service Assets refer to the resources and capabilities a service provider must allocate to provide services to the employees and other stakeholders.
Delivering value to employees without requiring them to own specific costs and risks.
The value of service lies in its ability to remove constraints or enhance performance, as well as its capacity to be reliable. Utility constitutes a task assigned to teams or individuals to complete.
What are the 5 ITIL processes?
This involves defining a customer-focused strategy. This process should first assess what employees' needs are and what the market is like, and then determine what IT services to offer and what capabilities to develop.
This involves designing new services and making the required changes to existing IT services as well.
This process aims to ensure that changes made to IT Services and Service Management go hand in hand.
This process exists to ensure that services are offered effectively and efficiently. This can include responding to user queries, fixing their problems and resolving their tickets to ensure a smooth overall experience for the users.
Continual Service Improvement - CSI:
This process involves improvement from previous successes and failures that have hindered workflows. Adopting steps and techniques to be able to tackle similar occurrences becomes a crucial part of this process.
How does ITIL benefit your organization?
As mentioned before, ITIL is a library consisting of the best practices for delivering IT services. Here's how it can benefit your organization:
- Reduced overall costs
- Improvement in IT Services with the help of proven best practice processes
- Customer satisfaction shows improvement as best practices ensure a professional approach to service delivery
- Improved productivity
- Improvement in the utilization of skills and experience of the Support Staff