# ITIL CORE

## What is ITIL?

Information Technology Infrastructure Library - A set of best practice publications for IT service management.

## WHY ITIL?

* Focused on descriptive guidance on IT Service Management that\`s easily adapted.
* Emphasizes Quality Management approach, standards.

## ITIL GOALS:

* Consistent, comprehensive. hygienic set of Best-Practice guidance
* Platform independent discussion of processes
* Common Language, Standardized vocabulary
* Flexible framework, adaptable to different IT environments

## Lifecycle phases of ITIL

1. Service strategy
2. Service design
3. Service transition
4. Service operation
5. Continual Service Improvement

## Blooms\`s taxonomy.

1. Knowledge
2. Comprehension
3. Application
4. Analysis
5. Synthesis
6. Evaluation

![](https://956201075-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LP2CjEbdTKtj4ZBdgVT%2F-LPLngAdmtgZ9y7DxzVV%2F-LPLsNhGsW_tOR7gjO2R%2Fimage.png?alt=media\&token=28204585-9253-4782-aa7d-114b3cedc4b5)

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What is a Service?
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A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

## What is Service Management

Service management is a set of specialized organizational capabilities for providing value to customers in the form of service.

## Process

* A process is a structured  set of activities designed to accomplish a specific objective
* A process takes one or more defined inputs and turns them into defined outputs
* A process may include roles responsibility, tool and management controls required to deliver the outputs
* A process is organized around a set of objectives

## Process characteristics

* Measurability
* |Specific results
* Customers
* Responsiveness to specific triggers
* Maturity - A measure of the reliability, efficiency and effectiveness of a process, function, organization et

## ROLE - RACI

* Responsible
* Accountable
* Consulted
* Informed

## Important definitions

SLA -   is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. **SLAs** are output-based in that their purpose is specifically to**define** what the customer will receive.

OLA -  An operational-level agreement (**OLA**) defines the interdependent relationships in support of a service-level agreement (SLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services

UC -  an agreement between an IT service provider and an internal service provider (part of same the organization). Underpinning Contract (**UC**): an agreement between an IT service provider and an external service provider (outside of the organization).
