ITIL (IT Infrastructure Library) is a framework for IT Service Management. It is arguably the most commonly used methodology for the design, …
The IT Infrastructure Library (ITIL®) consists of the best practices in the field of service management. Since, the ITIL® has been a worldwide practice, the concepts and terminologies were clearly defined so as for all IT users to understand and makes it easier for non-IT users to appreciate. The following are some of the concepts and terminologies that ITIL® provides:
1. Service Level Management – is the process of ensuring that the Service Level Agreements (SLAs) between the company and customer are documented. It is at this level that the actual supplied service is monitored and delivered in conformance with SLAs.
2. Financial Management for IT Services is the process where the company identifies the clear objective of the ITIL®, which are the cost effective ownership and handling of IT resources so as to provide IT services.
The Financial Management process tends to decrease or reduce the overall long-term costs and actual costs of services provided.
3. Incident Management – is the process of protecting the service continuity. This process seeks to restore quickly normal service operation with minimal impact on business operations.
4. Problem Management is the process of recording to the Configuration Management Database incidents that might have gave rise to a known or unknown problem.
5. Configuration Management- is the process of maintaining and controlling all the versions of IT Configuration. It provides accurate information that will support the service management processes. The functions of staff, documentation, organization charts, the Definitive Software Library (DSL) and Definitive Hardware Library (DHL) for any released products are stored in the CMDB.
ITIL® concepts and terminologies allowed managers without IT knowledge to have a holistic view of the IT service management. The worldwide acceptance likewise changed the view of service management from operational to performance based.