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ITIL is a set of well-defined guidelines that helps Software professionals to deliver the best IT services. ITIL guidelines are the best practices that are observed, gathered, and put together over time for delivering quality IT services. The full form of ITIL is Information Technology Infrastructure Library.
Popular IT services covered by ITIL are Cloud services, backup, network security, Data processing and storage, managed print services, IT consulting, Help desk support, IOT etc.
The systematic and structured approach of ITIL framework helps an organization in managing risk, establishing cost-effective practices, strengthening customer relations. All these eventually result in building a stable IT environment for your business.
In this ITIL tutorial, you will learn:
Here are some important reasons for using the ITIL method in business.
Here in this ITIL Tutorial, we will see some important landmarks from the history of ITIL:
Now in this ITIL Tutorial, we will learn some important terminologies and definitions used in ITIL:
Here are some important features of ITIL
The ITIL Framework process contains the following stages: Service Strategy, Service Design, Service Transitions, Service Operations and Continual Service Improvement.
The following figure shows important ITIL Framework stages:
Service Strategy Operations ensure that services such as fulfilling user requests, working on service failures, fixing problems and carrying out routine operational tasks efficiently and effectively.
Here, are important services comes under this stage:
The Financial Management services provides a means of understanding and controlling costs and opportunities associated with services.
Service Portfolio Management helps you to organizes the process by which services are identified, evaluated, selected, and chartered.
The Demand Management is concerned with understanding and influencing customer demand. It also involves User Profiles, which characterize various groups of users for a given service.
This stage ensures agreed service are delivered when, where, and at the defined cost.
Here, are important services comes under this stage:
Service Level Management is deals with securing and managing agreements between customers and the service provider irrespective of the level of performance and reliability associated with specific services.
Here, are important services comes under this stage:
Availability Management service is concerned with the agreed-upon availability requirements as established in Service Level Agreements (SLA).
Capacity Management is focused with ensuring that at all times, the cost-effective capacity exists that meets or exceeds the demands of the business as established in Service Level Agreements
IT Service Continuity Management (ITSCM) process ensures that the service provider provides the minimum agreed-upon levels of service. It uses techniques like Business Impact Analysis (BIA) and Management of Risk (MOR).
The Service Catalog is a subset which contains services available to customers and users.
The goal of the Service Transition process is to build and deploy IT services. It also make sure that changes to services and Service Management ITIL processes are conducted in a coordinated way.
Change management activity controls the lifecycle of all the changes with minimum disruption to IT services.
The goal of this service is to maintain information about configuration items needed to deliver an IT service, including their relationships.
This process helps you to plan, schedule, and control the movement of releases to conduct testing to live environments. It also ensures that the integrity of the live environment is protected and the correct components are released.
This ITIL process mainly focuses on planning and coordinating the use of resources to deploy a major release within the expected cost, time and quality.
This process helps to deployed releases and the resulting services able to meet expectations of the customer.
Evaluation process helps you to assess major changes, like the introduction of a new service or a significant change to an existing service
The objective of knowledge management service is to gather, analyze, store, and share knowledge and information within an organization. It helps improving efficiency by reducing the need to rediscover knowledge.
This ITIL stage focuses on meeting end-users' expectations while balancing costs and discovering any potential problems.
It is the main point of contact between users and the service provider. A service desk handles communication with the users and also manages incidents and service requests.
The objective of Incident Management is to manage the lifecycle of all incidents. It also makes sure that services are returning back to the IT service to users as fast as possible.
The objective of problem management is to manage the lifecycle of all problems. It helps IT organization to prevent incidents from happening and minimize the impact of incidents which cannot be prevented.
The object of event management is to make sure configuration items and services are continually monitored and to filter and categorize events to determine the specific actions.
The objective of request management is to fulfil service requests. In many cases, they are minor changes (for example, requests for changing a password).
This function offers technical expertise and support for the management of the IT infrastructure.
Application Management is a service that is responsible for managing applications throughout their lifecycle.
The goal is to maintain information about configuration items needed to deliver an IT service operations, including their relationships.
It makes sure that IT services can recover and continue from a service incident. It helps to conduct business simper analysis to prioritize business recovery.
Here are the major differences between ITIL v2. And ITIL v3.
ITIL v2 | ITIL v3 |
It is centred around the product, process, and people. | It is centred around a product, process, people, and partners. |
The version provides a process-oriented approach | The version provides Lifecycle based approach. |
In v2 of ITIL, security management is part of the evaluation. | In v3, security management is a completely separate process. |
Focuses on service design and service strategy | Equal attention to all ITIL processes |
Have 10 processes and 2 functions. | Have 26 processes and 4 functions. |
Here, are pros/benefits of using ITIL services
Here, are important areas where ITIL plays an effective
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