• ITIL (the Information Technology Infrastructure Library)
  • Rfc (request for change) a formal proposal for a change
  • KPI (Key performance indicators) to measure performance, progress , problems and to improve service
  • Cab  (change advisory board)  a group of people which advise the change manager in the assessment, prioritization & scheduling of changes.
  • SLA (service level agreement) v OLA (operational level agreement) , sla between company and customer , ola is between internal departments in a company
  • RCA (root cause analysis) a method of problem solving used for identifying the root causes of faults or problems.
  •  'problem' is the unknown cause of one or more incidents, often identified as a result of multiple similar incidents
  • "incident" is an unexpected event which negatively impacts the quality of IT service. In more simplistic terms a problem is simply a deviation from a goal.


    • ITIL provides a framework for service improvement
    • ITIL is a framework/philosophy which companies can apply to their own circumstances
    • Its achieved by reporting and metrics (getting a baseline is a starting point)
    • ITIL uses KPI (Key performance indicators) to measure performance, progress , problems and to improve service
    • Staff and IT departments use ITIL to better serve their customers & users
    • By using the guidelines in the ITIL frame work IT departments can develop best practices & improve the way different teams interact and manage the IT infrastructure within their business.
    • Its not a methodology it is a guidance
    • It presents common terminology and best practice guidelines for how IT can provide better value to the business.
    • Allows each organization to adopt effective problem solving strategies that will improve the quality of internal and external IT services


implemented correctly there are many potential advantages:

  • A low financial cost versus the benefits it brings.
  • ITIL allows an improvement of service levels & quality & customer satisfaction (example think about merger and acquisitions and the need for structure).
  • It allows management to make improved decision making based on them having better knowledge.
  • It also allows clear communication & effective communication.
  • It improves the productivity of staff
  • ITIL can be  applied to each companies  own circumstances making it very flexible.
  • ITIL is vendor neutral


while there are mostly positive reasons , if handled wrongly some of the obstacles you may encounter are:

  • you need to get buy in from everyone involved in the project
  • As with any structural changes  it may result in restructuring/redundancies


4 main elements for ITIL:

  • Service lifecycle – the life of an it service from inception, through development & introduction into day to day use
  • Processes – sets of ways of doing things
  • Functions – organizational departments – the source of people who do the stuff needed to manage IT services
  • Roles – sets of responsibilities allocated to people of departments

Service lifecycle

ITIL process – is a type of work carried out by an IT department, as of itil 3.0  in 2007 there are 5 processes aka books. Previous versions had 7 and before that 31:

  • Service strategy – Here you decide who your customers are and what services you’ll provide for them. This stage encourages you to think in a strategic manner.
  • Service design – the design of the new or changed services for introduction into the live environment.
  • Service transition – helps organizations plan and manage changes to services and deploy releases (install software, hardware and related components and documentation) into the live environment successfully
  • Service operation – you coordinate and carry out the activities and processes required to deliver the services to business users and customers and manage them at agreed levels. Service operation also covers the ongoing management of the technology used to deliver and support services
  • Continual service improvement –identify and implement improvement to provide better service (continual = a step wise improvement)

See below for a service lifecycle to a development project.


building a house:

Service strategy I want to build a new house (think vision and mission)
Service design Blueprint/plans of building (includes availability of land, money to build a house, time to completion, suppliers providing raw materials
Service transition Project management, we providing money would be sponsor, builder would be project manager
Service operation Talks about day to day operations i.e buying items for the house
Continual service improvement We keep upgrading our house i.e fridge/dishwasher