This video explains about the ITIL complete service life cycle stages or core publications along with the process, roles and tools used in each stage of the life cycle in this video which helps to align IT with business.
As per ITIL v3 there are 5 stages or core publications in I T service life cycle.
First stage of ITIL is, Service Strategy which deals with the strategic analysis, planning, positioning, and implementation relating to IT service models, strategies, and objectives.
It provides guidance on leveraging IT service management capabilities to effectively deliver value to customers and illustrate value for service providers.
Second stage of ITIL is, Service Design
Service Design translates strategic plans and objectives and creates the designs and specifications for execution through service transition and operations.
Third stage of ITIL is, Service Transition
It provides guidance on the service design and implementation, ensuring that the service delivers the intended strategy and can be operated and maintained effectively.
Fourth stage of ITIL is, Service Operation
which provides guidance on managing a service through its day to day production life.
It also provides guidance on supporting operations by means of new models and architectures such as shared services, utility computing, web services, and mobile commerce.
Fifth stage of ITIL is, Continual Service Improvement
It provides guidance on measuring service performance through the service life cycle, suggesting improvements in service quality, operational efficiency and business continuity.
Now we will see the processes, people and the tools in each of the ITIL service life cycle core publications in detail.
Four processes in service strategy.
First one is Service Catalog Management, which ensures that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally.
second process is Service Level Management, which helps to To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
Capacity Management ensures that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner.
Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles are appropriate for the agreed availability targets.
IT Service Continuity Management manages risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services.
Information Security Management ensures the confidentiality, integrity and availability of an organization's information, data and IT services.
next process is Supplier Management, which ensures that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
The last process of service design is Design Coordination, which coordinates all service design activities, processes and resources.
process plans and coordinates the resources to deploy a major Release within the predicted cost, time and quality estimates. This can be assumed as equivalent to project management.
assists to gather, analyse, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
Here the roles in service transition.
makes sure Configuration items and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.
manages the life cycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
manages the life cycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.
fulfils the Service Requests like password reset.
ensures to grant authorized users the right to use a service, while preventing access to unauthorized users.
Apart from these processes, service operation also has the following functions.
Continual service improvement uses methods of quality control to learn from past success and failures.