ITIL® and its process implementation in industry

ITIL® or Information Technology Infrastructure Library is the set of best practices followed in IT Service Management. It is a framework needed for the governance of IT, as well as management of the IT services. The focus here is continuous improvement in the quality of IT service as well as heeding to the customer perspective. IT services always need to be aligned with needs of the business.


Here we will discuss implementation of ITIL®. Organisations undertake several programs to improve their major business processes and the overall service deliverability experience for a customer. The failure of improvement initiatives can often be linked to the company’s IT business culture. Process reeingineering is often required. Under the reengineering, IT staff in complex processes need to be provided with greater general knowledge and skills necessary for specialised activities.

Different stages of ITIL® process implementation

The first step in Project delivery is ITIL® project preparation. Before launching a project aimed at introduction of IT Service Management, it must be ensured that key persons in charge are familiar with ITIL® principles. It is also necessary to have a process management framework in place. In the next step, the IT service structure must be defined. One needs to consider both the business and the supporting services. Success can be determined by the signing of a Service Level Agreement (SLA). The SLA is part of Service Level Management, which can be implemented in further course of the project.

In the third step, it is necessary to nominate individuals who would be in charge for running the new ITIL® processes. Roles in the new processes would be determined based on scope of the role. One must designate the professional for a specific role at an early stage of the project, in order to ensure success. Following nomination, ITIL® assessment is the next step. This as-is analysis determines weaknesses and opportunities within the current processes.

The next stage is called as the To-Be process structure. Simply put, it means to determine which ITIL® processes are to be brought into practice. This breaks down different aspects of the Service Management process and further divides them into sub processes. Thereafter, ITIL® process interfaces need to be determined. This shows which inputs a process receives from other processes, and which outputs should be produced to ensure the functionalities of subsequent processes. The objectives to be fulfilled here are to get the definition of interfaces of all ITIL® processes to be launched.

Process Control is the next stage. Once interfaces and structures have been determined, it is necessary to ensure that processes run as per expectations. Following this, the entire process needs to be designed in detail.

If new application systems are needed to support the new ITIL® processes, they need to be procured or developed first. This stage is the selection and implementation of application systems. Finally the new ITIL® process would be implemented and training imparted on the same.

ITIL® helps streamline work in a business. There is tremendous scope for ITIL® professionals in the market today. Enrol for an ITIL® foundation course today.

1. ITIL® is a registered trade mark of AXELOS Limited.
2. Swirl logo™ is a registered trademark of AXELOS Limited


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