A service desk is the most important part of an organization as it deals with IT service delivery. It has complex processes, workflows, etc. So organizations opt for an ITSM framework to set up their service desk. When the service desk is implemented with best practices, it promotes behaviors and activities to maximize productivity. It is good to have some best practices in place to drive better business outcomes. That's where ITIL comes into the picture. In this post, you will get to know all about ServiceNow ITIL. ITIL supports organizations to gain optimal value from their business. Let us get started.
Information Technology Infrastructure Library (ITIL) contains ITSM best practices. It is an integrated and process-based framework for IT services. It provides guidance for operating a service desk efficiently. It improves communication between the users and the IT provider. It provides recommendations to organizations for ITSM to get the most out of it.
ITIL is initially developed in Her Majesty's Stationery Office (HMSO) in the UK in 1989. It was developed on behalf of the Central Communications and Telecommunications Agency (CCTA) to improve customer satisfaction. ITL has been adopted by most of the organizations ever since to improve service delivery. It improves collaboration and communication across the entire organization.
If you want to use ServiceNow's ITSM, it will automatically inject ITIL best practices into your operations. It covers the core ITIL processes like incident management, problem management, and change management.
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The actual ITIL framework has five phases in its lifecycle. But ServiceNow supports only three of those stages - service design, service transition, service operation. The other two stages that ServiceNow does not support are service strategy and continual service improvement. Let's take a look at what happens in all the stages.
This is the initial stage of the ITIL publication. It helps to get an idea of the design, development, and implementation of a service. We can prepare a roadmap or blueprint for a new IT service.
Once you laid out the plan for your service, the next step is designing. It is the main block for building a model. We have to make sure that we create the best design for the service. This is where we build the architecture of the service tasks. We should also list the processes, policies, and solutions for the service.
This stage is for planning, maintaining, building, and deploying the new or changed IT service into production. We should also list out the risk management and back out plans. Based on the changing requirements, we should be able to make changes to the management process.
All the deliveries to the clients are managed at this stage. We have to check the quality of the service and ensure that an efficient service is being offered to the end client. We can monitor services, resolve incidents, etc. in this stage.
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This is the final stage of the ITIL publication. It monitors the continuous delivery of services to the clients without affecting the other systems in the framework. It also identifies approaches to improve overall efficiency. For more details, refer to the image provided in the Service Transition section.
ITIL provides many processes which are categorized into three service concepts. Let's look at what processes are there in each service concept.
Let’s get a detailed understanding of some of the key processes.
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With changing business trends, customers tend to change their requirements to meet innovation. We should adopt the change and be in sync with customer needs. Content management is for managing the lifecycle of all changes in an IT service. It helps in deploying new changes to the existing IT services. It ensures minimum risk for the ongoing process while deploying the changes. It includes activities like the roll-out, back out, and scheduling of changes. A change request should be raised to track the changes to any service.
In the course of service management, we might face any bugs in the software or memory error that causes incidents. Incident management helps in identifying and restoring disruptions to the ongoing services. It makes sure that the service performance is up to the mark. When a ticket for an incident is raised in the service desk, an executive immediately restores the service. The main goal of incident management is to restore service as quickly as possible.
It reduces the risk of recurring incidents affecting the services by identifying the potential causes. It implements Root Cause Analysis (RCA) for identifying, tracking, and resolving recurring incidents. When a recurring incident is identified, a ticket will be raised in the service desk. The change or fix for the service, which is a permanent solution for the incident, will be implemented and deployed through change management. It can act proactively to prevent incidents too.
Let’s look at the main differences between ITIL and ITSM.
ITIL provides actionable ideas to your business processes. It offers a set of practical and strategic guidelines for IT service management. It improves the business service by optimizing the processes. That's why many organizations are adopting ITIL into their business service platform. They are using tending more towards ITIL to implement their ITSM. We don't have to use all the ITIL components. We can choose and use only the components that benefit the organization. It lets organizations achieve the desired business outcome by effectively aligning process areas.