ITIL Key concepts
ITIL framework consists of five stages as a part of service lifecycle. Each stage consists of a set of processes or functions that are aligned with IT organizational structure. Companies adopt some of these processes that are suitable for their teams. ITIL is therefore flexible in terms of adoption. Following is the ITIL service lifecycle stages
ITIL Change management
Businesses implement new projects or applications on a day to day basis. It is important to analyze risk and impact before carrying out the planned activities. Based on the risk and impact, change approvals are planned including all relevant stakeholders. Change management records every detail of change that is requested for better tracking and audit. Change management is crucial for an organization in order to effectively deploy new implementations without any downtime. Post implementation review is done to keep things in control.
ITIL Incident management
Business users expect smooth business operations without any disturbance. However, in reality it is a challenge to achieve with the available complex infrastructure components and applications. Proactive approach to incident management deflects redundant tickets and also eliminates major incident occurrence. Automation handles ticket classification and assignment so that service desk agents focus on higher priority activities. ITIL Incident management works in close association with Configuration Management Database, CMDB to link the asset related to the incident.
ITIL Problem management
Repetitive issues are handled by Problem management team to analyze the root cause and find a permanent fix. Problem manager performs the Root Cause Analysis, and suggest a temporary workaround until permanent solution is deployed. Proactive problem management is adopted by many organizations to prevent any potential damage caused by major outages and ensure service availability. It is recommended to understand the difference between incident and problem management to assign clear roles and responsibilities.