configuration management , change management , problem management , capacity planning , availability management , and disaster recovery used to optimize operations . strategy includes the following processes : strategy management for IT services , service portfolio
Outside of IT , the concept of service management was , and still is , relevant to all service providers . The 1984 book “ Service Management : Strategy and Leadership in the Service Business ” by Richard Normann , often referred to as one of the foundations of servicebased thinking and service management excellence , is another source of service management , and thus ITSM , advice .
So while ITSM owes a huge debt to ITIL , its origins can be found in both traditional IT operations ’ best practices and the wider service provider community . ITIL – the ITSM Best Practice Framework
ITIL is an ITSM best practice framework , formerly known as the “ IT Infrastructure Library .” It is now considered to be the most popular source for ITSM information and advice .
ITIL is officially described as :
“… the most widely accepted approach to IT service management in the world . ITIL can help individuals and organizations use IT to realize business change , transformation , and growth .” Source : https :// www . axelos . com / itil
ITIL was built on the concepts of : �
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Not providing IT per se ; instead provide ITbased services that support and enable business processes Customers / end users consume IT as a service rather than as IT components or IT team outputs IT needs to be managed as a service
ITIL 2011 contains 26 ITSM processes , however , as with ITIL v3 and v2 before it , ITIL 2011 is designed to be used based on what is needed – an “ adopt and adapt ” approach rather than blindly trying to introduce all of its 26 ITSM processes .
ITIL also advocates that these IT services are aligned to the needs of the business and support its core processes . ITIL also helps IT service providers to understand demand , manage expectations , and ensure that service-delivery is fit-for-purpose . ITIL ’ s best practices are currently divided up between , and detailed within , five core books :
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Service Strategy – “ A stage in the lifecycle of a service . Service strategy defines the perspective , position , plans and patterns that a service provider needs to execute to meet an organization ’ s business outcomes . Service
7 itSMFI Forum Focus — September 2016
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management , financial management for IT services , demand management , and business relationship management .”
Service Design – “ A stage in the lifecycle of a service . Service design includes the design of the services , governing practices , processes and policies required to realize the service provider ’ s strategy and to facilitate the introduction of services into supported environments . Service design includes the following processes : design coordination , service catalogue management , service level management , availability management , capacity management , IT service continuity management , information security management , and supplier management .”
Service Transition – “ A stage in the lifecycle of a service . Service transition ensures that new , modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle . Service transition includes the following processes : transition planning and support , change management , service asset and configuration management , release and deployment management , service validation and testing , change