ITIL Service Management: Overview
IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. The level of service provided is what separates an organization from the rest.
ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT Service Management (ITSM) worldwide. ITIL best practices help in developing an efficient, effective, and economic framework for successfully managing IT resources. With ITIL's innovative approach, best practices become good practices. The Office of the Chief Information Officer (CIO) has selected ITIL to allow for development of consistent processes to serve the increasing needs of the University community.
The most current version of ITIL (v3) consists of five core books which focus on a lifecycle approach to service management. Each ITIL book covers an ITIL Service Management lifecycle phase.
ITIL v3 Lifecycle Phases
- Service Strategy: Processes include Service
Strategy, Demand Management, Service
Portfolio Management (SPM), and Financial
Management.
- Service Design: Processes include Service
Level Management (SLM), Service
Catalog Management (SCM), Availability
Management, Information Security
Management, Supplier Management, Capacity
Management, and IT Services
Continuity Management.
- Service Transition: Processes include Change
Management, Service Asset and
Configuration Management (SACM), and Release
and Deployment Management.
- Service Operation: Processes include Event
Management, Incident Management, Request
Fulfillment, Problem Management,
and Access Management. Functions
include Service Desk, Technical
Management, IT Operations Management,
and Applications Management.
- Continual Service Improvement: Processes include 7-Step Improvement Process.
Refer to the ITIL Basics guide for a brief description of the phases and basic terminology definitions.