What is ITIL®?
The fundamental goal of the library is to increase quality in IT service management through targeted and explicitly customer-oriented IT processes. The established ITIL® approach achieves this through a collection of proven best practices that provide practical recommendations for designing business processes. The library is independent of company size and always follows the same standards, but considers the individual operational scope in implementation. To design all service processes with correspondingly high quality, ITIL® is based on the principle of continuous improvement, following the PDCA cycle (Plan-Do-Check-Act) according to Edwards Deming.
Own illustration of the Plan-Do-Check-Act cycle according to Deming
With this focus on continuous improvement according to Deming, the ITIL® approach describes IT service management based on the lifecycle of a service process.
The ITIL® Service Lifecycle
The library is divided into five overarching phases that cover the essential core processes. Their interaction can be illustrated in the ITIL® Service Lifecycle as follows.
Own illustration of the Service Lifecycle according to ITIL®
Service Strategy
Which services are offered and how are they optimally provided to customers? What capabilities are needed for this? These questions are addressed within the framework of a company’s own service strategy and form the basis of the library.
Service Design
What are the requirements for IT services? Based on these specifications, existing processes can be optimized or even new services developed in the design phase.
Service Transition
The new or adapted services are built and introduced in the transition phase. Additionally, care is taken at this point to ensure that necessary changes to services or processes are carried out in a structured and coordinated manner.
Service Operation
Once the processes are optimized and rolled out, it’s about effective and efficient support and handling in daily business. This also involves processing customer requests and solving problems.
Continual Service Improvement
The phase of continuous service improvement (CSI) extends across the entire service lifecycle. It serves quality assurance and ensures that a company learns from both successes and failures, thereby continuously improving processes and services.
What Are the Benefits of Implementing ITIL®?
Adaptability: ITIL® is not a rigid method with predefined guidelines, but rather a collection of best practice approaches from which individual phases and recommendations for action can be derived. This allows for a particularly high degree of individualization, and companies can react very flexibly to changing conditions. It is always individually decided which aspects of ITIL® should be used.
User Orientation: An important aspect of ITIL® is the focus on concrete customer value created by the processes. The consistent and professional handling of customer requests and disruptions further increases customer satisfaction.
Clear Communication: Through the uniformly defined use of terms in the library, communication becomes more unambiguous and thus also simpler and faster.
Quality Improvement: ITIL® places a special emphasis on the continuous improvement of processes to increase service quality. This approach ensures a sustainable quality standard, allowing companies to differentiate themselves from the competition.
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Since ITIL® has already proven successful in many companies and enables efficient and effective process management, this library is also used at digatus for the operation of provided IT services. Our employees are trained accordingly and certified for ITIL® to be able to optimally adapt the approach during implementation to the respective customer needs.
