The ITIL methodology offers a set of best practices for managing a company’s information technology services. As a guide, it allows organizations to improve their services by focusing on achieving strategic objectives. Want to learn more? In this post, we explain what ITIL is and what it’s for, as well as its processes, versions, and advantages.
Companies rely on the Information Technology Infrastructure Library (ITIL) to ensure the effective management of technological services that are critical for the organization, operational efficiency, and the fulfillment of strategic objectives.
This methodology focuses on ensuring that IT services meet the needs for information access, incident resolution, and continuous improvement of support and customer service operations.
Overall, the ITIL methodology contributes to the implementation of sound management practices throughout the service lifecycle, characterized by stability, scalability, and performance. It also helps align a company’s actions toward digital transformation and the delivery of high-quality services.
The ITIL methodology structures service management into five key processes described below.
This initial phase involves defining the set of IT services required to achieve business objectives—for example, cloud services or websites. A key element in this process is determining why these services are needed and selecting the appropriate tools and performance standards.
In the ITIL methodology, the service design process establishes the technical specifications or features of the services. How is this achieved? On one hand, the necessary tools, systems, devices, and specialists are identified; on the other, change management strategies are planned. As seen, this process involves infrastructure and software management.
As its name suggests, this process focuses on preparing services, transitioning from strategy and design to operation, and testing the tools, systems, and other components. On an operational level, the transition phase puts services into action.
Service operation refers to the phase in which technologies and functionalities are implemented. Both the operation and management of services are adapted and deployed according to the operating environment and its needs. This includes incident response protocols, maintenance schedules, and performance monitoring.
Services are also subject to evaluation. Understanding their strengths, areas for improvement, and recurring issues allows for continuous enhancement. Predefined indicators are used to interpret metrics and propose changes to optimize service delivery.
The ITIL methodology has evolved since its creation, with various versions incorporating improvements for organizations. There are a total of four ITIL versions. Let’s take a look below.
This first version laid the foundation for IT service management best practices. It included aspects such as incident management, cost management, and system configurations. However, despite its wealth of information, this version was difficult to understand due to its complexity.
Release: 1990
This version of the ITIL methodology introduced several changes to simplify both information and processes. As a result, ITIL v2 became a more accessible and rigorous guide for IT service management.
Release: 2000
This version of ITIL presented a more complete and manageable manual, with new features as expected. Improvements not only focused on the structure of the information but also on new service strategies, such as the impact of technology on achieving business goals. In this version, ITIL aligned IT services with business strategies.
Release: 2007
ITIL v4 marked a turning point in the methodology, particularly for its focus on digital transformation and the implementation of agile and flexible solutions. What stands out most in this version is its orientation toward fast-paced technological change. The manual also includes best practices centered on addressing change creatively.
Release: 2019
These are the main advantages of applying the ITIL methodology in organizations:
A service desk manages incidents through support services that act as a bridge between the company and its users. To enhance this, the ITIL methodology offers significant opportunities for efficiency and customer satisfaction. Here’s how to apply it in this context:
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