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Introduction to the ITIL Service
Management Framework

ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office.
IT Infrastructure Library® is a registered trade mark of the Cabinet Office. 1

Lesson Objectives

Lesson Objectives

• To define Service Management
• To understand public framework and standards
• Understand Service Management technology
• Overview of the Service Lifecycle
• ITIL library
• Introduction to Functions and Processes
• Internal and external customers
• Internal and external services

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Best Practices

Introduction
This guide describes the key principles and practices of IT Service Management as
a set of resources and capabilities such as processes, people and technology as
described by the ITIL Service Management framework.

Best practices in the Public Domain
There are several sources for best practice including public frameworks, standards
and the proprietary knowledge of organizations and individuals. ITIL is the most
widely recognized and trusted source of best-practice guidance in the area of ITSM.


Best Practices (Continued)

Public framework and standards are attractive when compared with proprietary
knowledge for the following reasons:

• Proprietary knowledge is deeply embedded in organization and therefore difficult
to adopt, replicate or even transfer with the cooperation of the owners.

• Proprietary knowledge is customized for the local context and the specific needs
of the business to the point of being idiosyncratic.

Ignoring public frameworks and standards can needlessly place an organization at a
disadvantage. Organizations should cultivate their own proprietary knowledge on top
of a body of knowledge based on pubic frameworks and standards.


ITIL Framework

The ITIL framework is a source of good practice in service management.
The ITIL library has the following components:
• ITIL Core: Best-practice publications that may be used by any organization that
provides services to a business.
• ITIL Complementary Guidance: A complementary set of publications with
guidance specific to industry sectors, organization types, operating models and
technology architectures.

The objective of the ITIL Service Management framework is to provide services that
are fit for purpose, stable and so reliable that the business views them as a trusted
provider.
ITIL has been deployed successfully around the world for over 20 years. Over this
time, the framework has evolved from a specialized set of Service Management
topics with a focus on function, to a process-based framework which now provides a
broader holistic Service Lifecycle.


Why is ITIL so successful?

The following list defines the key characteristics of ITIL that contribute to its global
success:

• Vendor-neutral: ITIL service management practices are applicable in any IT
organization because they are not based on any particular technology platform or
industry type.

• Non-prescriptive: ITIL offers robust, mature and time-tested practices that have
applicability to all types of service organization.

• Best practice: ITIL represents the learning experiences and thought leadership
of the world’s best-in-class service providers.


Service Lifecycle

• The Service Lifecycle is an approach to IT Service Management that emphasizes
the importance of coordination and control across the various functions,
processes and systems necessary to manage the full lifecycle of IT services.
• The Service Management Lifecycle approach considers the strategy, design,
transition, operation and continuous improvement of IT services.

The structure of the ITIL service lifecycle
• The ITIL core consists of five lifecycle publications. They are as follows:
• ITIL Service Strategy
• ITIL Service Design
• ITIL Service Transition
• ITIL Service Operation
• ITIL Continual Service Improvement


Service Lifecycle (Continued)

Reference: Figure 1.1 Process Model, page 3 (ITIL® SS) is reproduced under
license from The Cabinet Office.


Service Management

What is Service Management?
To understand what Service Management is, we need to understand what services
are, and how Service Management can help service providers to deliver and manage
these services.

Service: It is a means of delivering value to customers by facilitating outcomes that
customers want to achieve without taking ownership of any risks or costs incurred.
They facilitate outcomes by enhancing the performance of associated tasks and
reducing the effect of constraints.
• Service Management is what enables service providers to:

◦ Understand the services they provide,
◦ Ensure that the services facilitate the outcomes their customers want to
achieve,
◦ Understand the value of the services to their customers, and
◦ Understand and manage all of the costs and risks associated with those
services.


Service Management (Continued)

Service Management
Service Management is a set of specialized organizational capabilities that provide
value to customers in the form of services.
• These specialized organizational capabilities include the processes, activities,
functions and roles that service providers use to enable them to deliver services
to their customers. They also include the ability to organize and manage
knowledge, and understand how to facilitate outcomes that create value.

IT Service management
• The implementation and management of quality IT services that meet the needs
of the business.

Stakeholders in service management
• Stakeholders have an interest in an organization, project or services etc. and may
be interested in the activities, targets, resources or deliverables from service
management.


Functions

A function is a team or group of people and the tools or other resources they use to
carry out one or more processes or activities.

• Functions are units of organizations specialized to perform certain types of work
and responsible for specific outcomes.

• They are self-contained, with capabilities and resources necessary for their
performance and outcomes. Capabilities include work methods internal to the
functions.


Process

A process is a structured set of activities designed to accomplish a specific objective.
A process takes one or more defined inputs and turns them into defined outputs.
Process describes actions, dependencies and sequences.

Process characteristics include:
• Measurability
• Specific results
• Customers
• Responsiveness to specific triggers

Process, once defined, should be documented and controlled. Once under control,
they can be repeated and managed.


Process Model

Reference: Figure 2.5 Process Model, page 21 (ITIL® SS) is reproduced
under license from The Cabinet Office.


Internal & External Customers & Services

Internal and external customers
Internal customers are people or department who work in the same organization as
the service provider.
External customers are people who are not employed by the organization, or
organizations that are separate legal entities, that purchase services from the service
provider in terms of a legally binding contract or agreement.

Internal and external services
Internal services are delivered between departments or business units in the same
organizations.
External services are delivered to external customers.


Overview

In this chapter we have learnt:

• To define Service Management
• To understand public framework and standards
• Understand Service Management technology
• Overview of the Service Lifecycle
• ITIL library
• Introduction to Functions and Processes
• Internal and external customers
• Internal and external services


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Introduction to ITIL Service Management

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Introduction to ITIL Service Management