What Is ITIL? A Beginner’s Guide to the ITIL Process

Read on to learn aboutIT Infrastructure Libraryprocesses, concepts, and use cases.

本文我将在关键出做翻译，并不会全文翻译，那样做毫无意义，翻译不易，如有帮助点赞关注加转发，感谢各位的鼎力支持

Key takeaways

TheIT Infrastructure Library (ITIL)is sometimes referred to as the ITIL foundation or the ITIL framework. It's a set of guiding principles IT service professionals use to standardize their processes.

1.有时也作 ，义同 2.一系列 3.标准化

• The ITIL framework can be broken down into five stages: service strategy, service design, service transition, service operations, and continual service improvement.

• Its main purpose is to provide a systematic approach toIT service management (ITSM).

• You can benefit from learning ITIL or becoming certified in ITIL if you work in IT and you're interested in advancing to a leadership role.

1.拆分 2.系统化方法

The article below answers the question “What is ITIL?” before breaking down its processes and how they are important to the IT industry and employers. If you're interested in advancing your IT career, you can learn to track and manage IT projects, learn Agile adaptive planning, iterative development.

ITIL 3

Information Technology and Innovation Foundation - The leading think tank for science and technology policy.https://itif.org/

OGC 于 2007 年发布了 ITIL v3。相比 ITIL 版本 2，第三版的升级包括：引入了流程改进机制，强化了生命周期方法，并新增了更多流程以协调业务和 IT。ITIL v3 引入了 5 个阶段（服务战略、服务设计、服务转换和持续服务改进），包括 26 个 ITIL 流程。

2014 年，ITIL 成为内阁办公室和 Capita PLC 的合资企业 AXELOS 的财产。

ITIL 4

AXELOS 于 2019 年发布了 ITIL 4。2022 年，AXELOS（于 2021 年被 PeopleCert 收购）终止使用 ITIL 3，并将其服务生命周期阶段和流程集成到 ITIL 4 的类别和实践中。

ITIL 4 于 2023 年全面推出，代表基础版的重大改革，重点关注以价值为中心的端到端服务。这个最新版本的核心是在数字化时代中，促进数字化转型；而这样的数字化时代，是由云计算、混合云、人工智能 (AI) 等技术主导的。ITII 4 还提供了注重价值并与敏捷 DevOps 开发运维理念相符的整体方法。

ITIL 4 包含七项持续改进指导原则1：

1. 注重价值
2. 始于当下
3. 根据反馈迭代进展
4. 协作并提高可见性
5. 全面思考和工作
6. 保持简单实用
7. 优化并自动化

peoplecert.org/Frameworks-Professionals/ITIL-frameworkhttps://www.peoplecert.org/Frameworks-Professionals/ITIL-framework

Agile Project Management, Software Development Life Cycle, Agile Methodology, Agile Software Kanban Principles, Stakeholder Engagement, Peer Review

What is ITIL?

ITIL is a set of practices. Its primary purpose is to provide a systematic approach toIT service management (ITSM).Since its 1989 inception by the UK Central Computer and Telecommunications Agency, the ITIL framework has undergone several revisions. Today, these revisions span four versions and five books. Each book contains guidelinessurroundingthe various processes and phases of the IT service lifecycle.

surrounding 围绕

ITIL benefits and use cases

Any organization can use ITIL, from small businesses in the US to large-scale enterprises abroad. It provides a flexible roadmap for organizations to follow when undertaking a digital transformation. A few more reasons a company may align their IT processes with the ITIL framework include:

• Standardization.As mentioned above, standardization is one of the primary goals of the ITIL foundation. ITIL helps create predictable IT environments, making it easier to manage risks, problem solve, and streamline processes.

1. 标准化 2.predictable可预测的 3. streamline processes.简化流程

• Transparency.Establishing a set of standards helps improve visibility into IT costs and operations. ITIL helps bridge the gap between departments by enabling IT admin to be front-end business service partners in addition to back-end support.

• Cost-effectiveness.The ITIL framework is designed to help organizations use their hardware and software resources as efficiently as possible.

成本效益

• Strategic alignment.Similar toDevOps methodology,the ITIL framework seeks to unite business operations and IT departments. Enhanced communication helps organizations better translate business strategies and goals into technical requirements.

• Organizational change management.The ITIL foundation includes best practices for change management. With these guidelines, IT professionals can release changes without interrupting service.

What is the ITIL process?

As you navigate through the steps below, remember that the ITIL process isan iterative, as opposed to linear, process. Each phase can be repeated or revisited as needed. The ITIL framework can be broken down into five stages.

1. 迭代式而非线性

1. Service strategy

The phrase service strategy refers to the phase of the ITIL process that syncs business goals with the IT service lifecycle. Service strategy has four subcategories:

• Service portfolio management.A service portfolio is the scope of services the service provider manages. Managing this portfolio requires each service to be identified and evaluated to establish its role in the IT process. Service portfolio management includes the Service Pipeline, Service Catalog, and Retired Services.

• Demand management.IT professionals use user profiles and Patterns of Business Activity (PBA) to analyze and influence customer demand for better customer satisfaction.

• Financial management.All accounting, budgeting, and transactional processes associated with the IT department occur during this phase of the ITIL framework.

• Strategy operations.During the strategy operations phase, it’s essential to ensure routine IT operations are running smoothly and efficiently. This phase provides an opportunity to reexamine the current strategic approach.

2.Service design

The service design phase of the ITIL framework focuses on seven processes and the Four Ps of Service Design.Its primary goal is to prevent costly service disruptions that arise in response to inefficient workflow. Each of the Ps represents an area of focus crucial to consider when designing the IT service infrastructure.

The seven service design processes

• Service catalog management.A service catalog is the subset of IT services directly available to customers. Typically, these are the offerings within the larger service portfolio visible to users.

• Service level management.Service level management refers to the Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) made between the customer and the IT provider. These agreements represent the agreed-upon performance of a system or service.

• Availability management.The availability management process deals with the ability of a system or service to function when the customer requests it. Availability requirements are established in the SLA agreements secured during the service level management process above.

• Capacity management.ITIL defines capacity as the “maximum throughput a service, system, or device can handle.” There are three primary areas of focus involved with capacity management—Business Capacity Management(BCM),Service Capacity Management(SCM), andComponent Capacity Management(CCM).

• Service continuity management.This component of the ITIL foundation is often referred to asIT service continuity management (ITSCM).It secures the service provider's ability to meet the agreed-upon service-level threshold. Techniques involved with ITSCM include Business Impact Analysis (BIA) and Management of Risk (MOR).

• IT security management.IT security management is centered around five major qualities:confidentiality,integrity,availability,authenticity, andnon-repudiation.

• Supplier management.Supplier management ensures that the organization receives the agreed-upon service levels from its partners. It’s similar to service level management, but unlike service management, it deals with internal negotiations.

3.Service transition

This ITIL phase coordinates the building, testing, and deployment of IT services. Plans must include the configuration of hardware and software, the readying of production environments, and the management of support personnel. Seven processes exist under service transition:

4.Service operations

This phase of the ITIL framework caters to meeting end-user expectations. It includes five processes and four functions.

ITIL service operations processes

• Event management.Event management verifies that configuration items (CI) and services are consistently monitored and that any issues are reported and escalated to the appropriate parties.

• Incident management.This process aims to return services to normal operation swiftly after a disruption.

• Request fulfillment.Service requests should be acknowledged and resolved as soon as possible.

• Access management.Access managementis the process of granting authorized users access to services. It also encompasses activities related to protecting those services from unauthorized users. It is sometimes referred to as rights management or identity management.

• Problem management.The problem management process includes both incident prevention and incident impact management.

ITIL service operations functions

• IT operations management.IT operations management is the function that oversees all functions. It includes monitoring and controlling the entire IT service infrastructure, from routine tasks and maintenance to job scheduling.

• Service desk.The service desk is the portal in which help desk technicians connect with customers. Its primary functions are incident resolution, communication, and service request management.

• Application management.Application management oversees applications throughout the entirety of their life cycles.

• Technical management.Technical management supports the IT infrastructure through expertise and support.

5.Continual Service Improvement (CSI)

The fifth ITIL phase is ongoing; hence its focus oncontinual improvement. The goal is to continually improve the efficiency and quality of IT services and infrastructure. CSI analyzes past performance and uses quality management methods to improve existing processes. One seven-step process comprises CSI:

1. Identifying improvement strategies

2. Defining what will be measured

3. Gathering data

4. Processing data

5. Analyzing data

6. Presenting and using the information drawn from the data

7. Using the information to improve

1.确定改进策略 2.明确衡量指标 3. 收集数据 4.处理数据 5. 分析数据 6. 展示并运用从数据中得出的信息 7. 利用信息进行改进

说了那么多，最后还是要归于考试拿证，上图，解释考试结构

首先，根据实际工作，可以很明显的意识到，甲方工作是一个持续跟进的，不断改进的工作，比如一个VPN修改了他的超时机制，就完了吗？很明显，VPN不是客户端登陆的终点站，最终的CRM客户端才是客户需要的，VPN空闲对话超时不退出，不代表CRM服务的客户端超时不退出，所以最后还是没有达到减少登录次数的效果和要求，真想要达到这个目的，需要两边统一，但是CRM超时不退出能否符合安全要求需要另外斟酌