ITIL© processes
This recipe provides a summary discussion of the current ITIL© V3 processes.
Getting ready
The authors recommend that you read the Understanding ITSM frameworks recipe.
How to do it...
Plan to do one or more of the following:
- Attend one or more ITIL© training courses in the recommended order
- Invest in the ITIL© official book(s) and complementary books
- Use the vast free resources on the Internet
- Implement and improve your organizational ITSM processes using the ITIL© knowledge as a guide
- Review and update your processes in line with organization strategies and capabilities
How it works...
ITIL© processes take a repeatable cyclic approach to ITSM organization underpinned by continual service improvements. The ITIL© goals are aimed at ensuring the following for the organization:
- Plans for services
- Catalogues and tracks IT services
- Introduces new services with minimal risks
- Manages and operates active services consistently
- Performs maintenance and updates to existing services with minimum risk and maximum value to the business
- Continually monitors and improves the services delivered to the business
The official phases of ITIL© are as follows:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
SCSM is a technology capability enabler of a subset of the ITIL© processes. It is important to follow the principle of People, Processes, and Products. SCSM is a product that complements your organizations agreed processes and needs people to implement, manage, and continually improve the overall IT service strategy.
ITIL© implementation is not mandatory for SCSM deployment, but an understanding of ITIL© is recommended.
See also
Appendix B, Useful Websites and Community Resources provides a list of useful websites for ITIL© and is highly recommended by the authors.
