The individual ITIL® processes are largely and significantly different from each other by the complexity and interdependence. From this perspective, only certain ITIL® processes are relevant for the organization and may be transferred to that level when it is necessary to follow the basic recommendations of Best Practice. It is similarly with the interdependence between particular ITIL® processes. The ITIL® process usually does not exist independently, but is linked to the related processes in case of taking some guidance and input from them.
Since its initial definition, it has undergone a long way and it is in the third version, now. Although this edition has established the definitions and views of previous two versions, this version does this approach more transparent, systematizes and adjusts the current expectations and conditions which will bring a new and stronger foundation for building process management systems. Therefore, the implementation of ITIL® v3 processes means to bring further development and the more precise and efficient process management.
The ITIL® v3 backgrounds are divided into the following five basic areas:
- Service Strategy
The core of the services' life cycle is a Service Strategy. It provides the guidance to design, develop and implement the Service Management and its outputs in all other phases of services' life cycle under the ITIL®. The Service Strategy enable to define the goals and expectations in relation to the conditions which the service will be used under and it also identify the future opportunities. It provides to the organization the insight into the services in relation to the costs and risks associated with them. It is a source of information for the operations necessary to the harmonization of services offered with the required services to support key processes of the organization.
- Service Design
The primary objective of this phase is the design and creation of new services, as well as change and improvement of existing ones. It offers a detailed look at the transformation of the Service Strategy phase (respectively, the portfolio of new services) outputs to the new service in order to meet the business objectives of the organization. This stage is not only focused on the design of new services. It also includes the proposals for changes and improvements necessary to maintain or increase the level of services supplied.
- Service Transition
The goal of Service Transition phase is the IT service development and delivery. It also ensures that all new or changed services are put into live operation in accordance with established procedures. It gives the instructions for the effective implementation of the requirements defined in Service Strategy and proposed in Service Design. Continually, it provides full control of the process and its purpose is also to minimize the possible negative impacts of introducing new or modified services.
- Service Operation
The primary objective of Operation Service phase is to ensure that IT services are effectively provided to users, including addressing user requirements, addressing shortfalls service to remedy problems and routine operational tasks. It controls the operation of services from two main perspectives - from reactive and proactive.
- Continual Service Improvement
The Continual Service Improvement phase links the continuous improvement of IT services with related implemented processes. The purpose is to review past successes and failures and learn from them.
Although ITIL® is a comprehensive, consistent and process-oriented framework for the ITSM, that describes the importance of individual characteristics and management of IT processes and the links between them, contains detailed instructions or pre-"work-flows" of implementation of these processes, or what tools can be used to support and streamline the ITSM . The method of implementing ITIL® in an organization is always individual and depends on its main activities, size, expectations, internal culture and so on.
