ITIL4 - Processes with added value for customers and companies
Many companies are using ITIL4. This technology has a firm place in the modern working world, even if most employees outside the IT department are probably not yet familiar with this term. In this article, you will learn what is behind this term and what the benefits are for companies as well as customers.
What is ITIL?
ITIL stands for Information Technology Infrastructure Library. Its function is to integrate IT into the overall business organization. For users, the globally leading system serves as a best-practice framework for effective IT service management. This ensures standardized and predictable IT processes and the optimal design of IT services.
What does ITIL4 mean?
ITIL4 bundles the entire progress of the Information Technology Infrastructure Library. It ensures that companies have a suitable framework for IT-supported products throughout their entire lifecycle. The focus is on the flexibility and agility of the IT department. In times of digitalization, it is important that companies continuously improve their IT quality.
Incident management to prevent economic damage
An incident is the cause of a critical IT-related incident. It is an unplanned event that causes an interruption. The spectrum ranges from a defective laptop to a disruption in the delivery of e-mails to a lack of access to the corporate network, a workflow or the Internet. Incident management aims to identify and resolve such IT incidents. Many IT-related problems are business-relevant. A service interruption can cause considerable economic damage as well as impair product and process quality. Effective incident management restores regular service operations as quickly as possible. In terms of time, incident management extends from the reporting of a problem by the end user to the elimination of the fault by the service desk.
Availability refers to the time-stable availability of IT programs or IT systems. Every IT service requires regular maintenance to prevent errors and unplanned downtime. Consequently, Availability Management deals with technical and process-related measures to safeguard IT systems. Effective management ensures that IT in operation is restored as soon as possible in the event of a failure. The ticket system records incidents. If changes to the system are necessary, a procurement order is automatically issued and registered in ITIL as change management.
IT monitoring for early detection of critical incidents
Ideally, a critical incident is automatically detected and resolved before the user notices it. Most IT departments use monitoring tools for this purpose. The basis for the early detection of errors is the systematic collection of data. The spectrum ranges from the fill levels of hard disks and the number of short dumps in the SAP system to the availability value of the mail cluster.
Difference between ITIL and ITSM
ITIL was originally developed for IT Service Management (ITSM). ITSM is about optimizing the administration of the end-to-end delivery of IT services to customers by IT teams. The processes involved in this IT service management include planning, compilation, delivery and support. Unlike ITSM, ITIL is not a methodology, but the framework for applying that methodology.
Beitragsfoto: Shutterstock, WOTAN Monitoring, GH-Informatik GmbH