ITIL - IT Service Management

ITIL Service Management is a framework which can be used to enhance the quality of IT service management within an organisation.

The principal phases of an IT Service Management are:

1) Service Strategy

2) Service Design

3) Service Transition

4) Service Operation

5) Continual Service Improvement (CSI)

Service Strategy sets high level policies and objectives and defines what sorts of services are offered, and who the customers for those services are.

Processes include (1) Service Portfolio Management, (2) Financial Management, (3) Demand Management, (4) Business Relationship Management and (5) Strategy Generation.

Service Design builds the services, including aspects such as hardware, software, documentation, training and implementation.

Processes include (1) Service Catalogue Management, (2) Supplier Management, (3) Service Level Management, (4) Availability Management, (5) Capacity Management, (6) Design Coordination and (7) IT Service Continuity Management.

Service Transition deals with the move of services from the development to the live environment.

Processes include (1) Evaluation, (2) Service Validation and Testing, (3) Service Asset and Configuration Management, (4) Change Management and (5) Release & Deployment Management.

Service Operation looks after the day to day management of services once they are live.

Processes include (1) Incident Management, (2) Problem Management, (3) Request Fulfillment, (4) Event Management and (5) Access Management.

Continual Service Improvement (CSI) deals with learning and improvement through all the elements of the life cycle. CSI has links to all the elements of the life cycle.