![]() Improved Service Quality: It provides a framework for standardizing service delivery processes, improving service quality, and increasing customer satisfaction.It is a collection of best practices for delivering IT services it standardizes the planning, selection, delivery, and support of IT services to optimize efficiency and maintain predictable service levels. ITIL is an acronym that stands for Information Technology Infrastructure Library. Read more: What are the ITIL® Best Practices? It has roots going back to the 1980s in the United Kingdom as a government initiative, and the framework is now covered in five books that are updated periodically. It is a set of best practices for delivering IT services-it standardizes the selection, planning, delivery, and support of IT services to maximize efficiency and maintain predictable levels of service. ITIL stands for Information Technology Infrastructure Library. It covers the selection, planning, delivery, and maintenance of IT services, helping organizations optimize their operations and enhance customer satisfaction ITIL (Information Technology Infrastructure Library) is a framework that standardizes IT services' lifecycle within a business. So if you’re wondering what is ITIL exactly, and what are the specific ITIL concepts and processes, you’re in the right place. Whether you’re already on your certification journey or you’re just researching the field of IT service, before you start preparing for the ITIL exams, it's helpful to learn the basic ITIL concepts and terms, as well as ITIL processes, to become familiar with the core components of the exam. ![]() It’s a significant update from ITIL V3 which was in widespread use for over a decade. ![]() The most recent version of the ITIL framework, ITIL® 4, was released in February 2019. It helps organizations in all kinds of industries offer their services in a quality-driven and economical way. Data center operations groups are regularly involved in more than the three processes described here and will often conduct aspects of many of the other twenty-six processes defined by ITIL 2011.ITIL has become the de facto standard in IT service management. An effective and efficient data center operations group relies heavily on a well-defined event management process in order to understand the status of devices, systems, services, and applications under their control.Īs I’ve mentioned in other posts, ITIL 2011 defines twenty-six processes. Event management deals with events that are specifically generated to be monitored and is one aspect of monitoring that might be performed by a data center operations group. The ITIL process that includes monitoring is event management. An effective and efficient data center operations group will have thought about and defined a common set of regularly invoked requests, will have procedures in place for when requests need to be escalated, and will often experience times when requests need to be rejected.įinally, data center operations groups are regularly involved in monitoring the various systems, platforms, services, and applications under their management. The ITIL process that deals with requests is request fulfillment. Second, data center operations commonly involve handling various low-level and routine requests. An effective and efficient data center operations group will have a clearly defined incident management process that allows them to quickly restore service in the event of an interruption. Incident management is the process that data center operations teams follow to restore service in the event of an interruption. In this post, I will describe three of the most common processes described by ITIL that a data center operations group might use.įirst, one of the most common processes that involve a data center operations group is incident management because data center operations groups regularly work with complex arrangements of technology that often experience interruptions, degradations, and failures. In my experience, a strong case can be made that many of the processes that ITIL describes are used by a data center operations group. During my first early exposure (mid 1990’s) to ITIL, I worked as part of a team that supported a data center operations group with various forms of system automation. I cut my teeth in the IT world in data center operations. The audience for this strategy report considers ITIL important to the future of their business, and so he must describe which ITIL processes his data center operations group works most closely with. ![]() He asked several questions which I will answer over the course of several posts.Īs part of his first question, he described a strategy report that his group is producing. I recently responded to a message on LinkedIn from a regular reader of this blog.
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