Understanding ITIL: definition, glossary and benefits

If you work in a DSI (Direction des systèmes d'information) or in the field of IT services, you're bound to have come across the "ITIL" terminology!

The aim of this article is not to be exhaustive, given the vastness of the subject, but rather to popularize it in order to answer the following questions:

- What are the key principles of ITIL?

- What is the history of ITIL and how did it become a standard for IT process management?

- How does ITIL relate to other standards and frameworks, such as COBIT or ISO 27001?

- What ITIL certifications are available?

Find out what ITIL is

The Information Technology Infrastructure Library(ITIL) is an IT service management framework widely used throughout the world. It provides guidelines and best practices for the effective management of IT services, based on standardized, proven processes. However, ITIL can be quite complex, with its own set of specific terms and definitions. That's why we've decided to make this document available.

This ITIL glossary contains a list of commonly used ITIL terms, with clear and precise definitions. Its objective is to facilitate the understanding of ITIL terminology by providing a practical and easily accessible reference for IT professionals. It can be used by beginners to familiarize themselves with ITIL concepts, as well as by experienced professionals to deepen their understanding of ITIL-specific terms.

The evolution and improvement of ITIL over the years

• 1990: Publication of the first ITIL white papers by the British Government Office for Information Technology (OGTI).
• 2001: Publication of ITIL Version 2, comprising 7 books covering the entire IT service lifecycle.

• 2007: Publication of ITIL Version 3, which emphasizes the alignment of IT service management with business objectives and continuous improvement.
• 2019: Release of ITIL 4, which aims to better integrateIT service management (ITSM) into the broader context of business needs and to build on the previous version by adapting best practices to today’s challenges.

Definition of key ITIL terms 

• Process : A process is a sequence of activities that converts inputs into outputs. ITIL processes include incident management, problem management, change management, and so on.
• Incident : An incident is an event that disrupts or interrupts an IT service. Incident management involves quickly restoring normal service.
• Problem : A problem is the underlying cause of one or more incidents. Problem management involves identifying and resolving the root causes of incidents.
• Service Desk : An IT service center is a single point of contact for internal customers (employees) to obtain assistance (incidents or requests) from their IT department.
• Change: A change is a planned modification to an IT service. Change management aims to minimize risks and ensure successful implementation of changes.
• Configuration management: Configuration management is the process of monitoring and controlling the configuration items (CIs, see definition below) of an IT department. CIs include hardware components, software, documents, etc.
• Service level: A service level agreement (SLA) is a formal agreement between an IT service provider and a customer. The SLA defines expected service levels, response times, uptime, etc.
• Service center: The service center is the single point of contact between users and the IT service provider. It provides support for managing incidents, problems and service requests.
• Knowledge management: Knowledge management is the process of collecting, storing and disseminating knowledge and information relevant to the provision of IT services.
• CI (Configuration Item): Any IT infrastructure component or service that needs to be managed as a distinct, traceable element. CIs can be physical, such as computers, servers, printers, routers, etc., or logical, such as applications, databases, scripts, configuration files and so on. CIs are often associated with a unique identification, description, documentation and relationship to other CIs.
• Asset: Elements of the IT infrastructure that have a financial value and therefore need to be managed as such. Assets can include physical assets such as computers, servers, printers, etc., as well as software assets such as software licenses, service contracts, maintenance contracts, etc. Assets are often associated with financial information such as cost, residual value, purchase date, expiry date, etc.

The benefits of using ITIL 

From our point of view, here are the 4 main advantages of implementing ITIL within an IT department:

• Improved communication and collaboration: Last but not least, the implementation of ITIL improves communication and collaboration within the IT department, as well as with other company departments. Standardized processes and clearly defined roles and responsibilities improve coordination and cooperation between the various players.

• Process standardization and cost reduction: ITIL (Information Technology Infrastructure Library) provides a standardized approach to IT service management. This approach provides a better understanding of processes, helping to reduce costs and improve operational efficiency.

• Improved customer satisfaction (internal or external) and service quality: ITIL offers greater visibility of the IT services provided to customers, enabling a better understanding of their needs and expectations. Standardized processes and clearly defined roles and responsibilities ensure that the IT department responds to customer needs, thereby adding value to the business.

• Proactive risk management: ITIL enables effective management of IT service risks. The processes put in place using this IT service management framework enable risks to be identified, assessed and managed proactively, thereby reducing the negative impact on services and users. By identifying potential risks and implementing preventive measures, companies can minimize the disruption and costs associated with service interruptions.

How ITIL, COBIT and ISO 27001 coexist 

ITIL and COBIT

COBIT (Control Objectives for Information and Related Technology) is a framework of governance controls that helps companies address business challenges in the areas of regulatory compliance, risk management and alignment of IT strategy with organizational objectives.

COBIT is applied within a broader framework than ITIL for information technology (IT) governance, which includes guidelines for managing IT processes, information security and regulatory compliance. COBIT focuses on the governance and control of IT processes, providing guidelines for strategic planning, risk management, performance measurement and more. It emphasizes the alignment of IT processes with business objectives, while ensuring compliance with standards and regulations.

In summary, COBIT differs from ITIL in that it focuses more on IT governance and process control, while ITIL concentrates on IT service management. Both frameworks can be used together for more effective IT service management.

ITIL and ISO 27001

ISO 27001 is an information security standard that provides a framework for the implementation, management and continual improvement of an information security management system (ISMS). ISO 27001 aims to protect sensitive information by implementing appropriate security controls.

The main difference between ITIL and ISO 27001 is that ITIL focuses on IT service management, while ISO 27001 focuses on information security. ITIL, in contrast to ISO 27001, provides guidelines for improving IT service delivery processes.

ITIL certifications by level of knowledge

If you would like to learn more about ITIL and enhance your skills with a certification, there are different levels of certification available:

• ITIL Foundation: This is the entry level for ITIL certification. It covers the basic concepts of IT service management and enables candidates to understand the key terminology and principles of ITIL. This certificate is recommended for beginners in IT service management and for those seeking to improve their understanding of the ITIL standard.

• ITIL Practitioner : This is the second level of ITIL certification. It is aimed at IT professionals who are looking to apply ITIL concepts in their day-to-day work. The ITIL Practitioner certification covers the principles of continuous improvement, change management, communication and performance measurement.

• ITIL Intermediate: This is an advanced level of ITIL certification, divided into two categories: ITIL Intermediate Service Lifecycle and ITIL Intermediate Service Capability. Each of these categories comprises several modules covering different aspects of IT service management.

• ITIL Expert : This is an advanced level of ITIL certification, obtained by accumulating a certain number of credits from the Foundation, Practitioner and Intermediate levels. Candidates must accumulate at least 17 credits to obtain ITIL Expert certification.

• ITIL Master : this is the highest and most prestigious level of ITIL certification . It is designed for people who can demonstrate success in implementing ITIL-related projects in their environment.

Conclusion

ITIL is an internationally recognized IT service management methodology that enables organizations to better align their IT processes with business needs and strategic objectives.

By applying ITIL best practices, IT Departments can help their companies improve operational efficiency, service quality, customer satisfaction and adaptability to change. However, it is important to note that implementing ITIL should not be seen as a one-size-fits-all solution for all IT problems. Instead, companies should adapt ITIL best practices to their own specific context and needs.

Finally, it is essential that ITIL implementation is supported by a culture of collaboration, communication and continuous improvement to maximize the benefits of this IT service management method.

Don't miss our next resources