Conceptually, the acronym ITIL – Information Technology Infrastructure Library – defines five publications (books) that address the IT service lifecycle.
ITIL is available to anyone and does not require authorization for use, so we call it a public framework.
In summary, the term “service lifecycle” indicates the set of stages that describe a service from conception to maturity (and possible service retirement, that is, its “death”).
ITIL IT Service Lifecycle
Firstly, it is important to understand that ITIL has publications focused on IT service management, that is, they are not valid for any management and not for any type of service.
As mentioned, ITIL has five books, and the names of the stages are:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Each one has explanations of processes, roles, techniques, insights, and recommendations for good IT management.
1st ITIL Service Lifecycle Stage: Service Strategy
So, the first stage of the lifecycle encompasses market best practices related to the conception of a service, whether it is new or modified.
In this case, this stage develops an IT strategy aligned with that of the business, and is able to identify which services we need to create in order to meet the needs and demands of both the customer and the business.
The book also includes references on how to create value through service assets (resources and skills).
In other words, using an appropriate strategy, the IT service provider ensures proper management of the perspective, plans, position, and standards necessary for the business results of the organization.
2nd ITIL Service Lifecycle Stage: Service Design
Subsequently, the second stage is where the service is designed to meet its values and goals.
In the ITIL lifecycle, IT services need to be designed with their objectives in mind, as this is the only way they will generate value.
Therefore, service design links service strategy (first stage) with the delivery of business objectives.
Of course, service design is not just the design itself, but also all the practices that govern it, processes, procedures, and policies necessary to carry out the service provider’s strategy.
3rd ITIL Service Lifecycle Stage: Service Transition
In the third stage of ITIL, it is finally time for practice. This is when we introduce the service into the company’s life and teach it to the team of employees.
Also, it is in this phase that some customers evaluate the service as an object of experimentation, thus determining the pros and cons.
Service transition ensures that we can prepare new or modified services to meet business expectations, taking into account what we agreed and recorded in the previous two stages.
In addition, this stage takes care of the risks involved to prevent negative impacts.
4th ITIL Service Lifecycle Stage: Service Operation
The service operation phase aims to coordinate and perform the activities and processes requested to keep the service in good operational condition.
In ITIL, the “operation” phase is explained as the moment when the value of services will finally be perceived and evaluated by users and customers. All operational issues have already been carried out with total efficiency by employees.
5th ITIL Service Lifecycle Stage: Continual Service Improvement
Eventually, the fifth phase is when best practices are documented to improve the efficiency and effectiveness of services and processes, as well as the cost-benefit ratio. The focus of this stage is to ensure that IT services continue to generate value.
Since the service is already in full operation, it is necessary to evaluate it, collect data and information, analyze the time of each process, profits, costs, and opinions to determine improvement strategies and ensure more differentiation in quality.
Finally, with the explanations of the stages of the IT Service Management Lifecycle above, you understood that the service strategy stage points out that the implementation of management needs to be aligned with the company’s business.
The design stage encompasses the design of a service project. The transition phase describes the testing, authorization, and implementation of a new service (or changes to existing ones).
Next, you saw that the operation stage means all the daily support and management of the organization’s current services. The last stage is continual service improvement, which monitors and improves services and processes to maintain the delivery of value to the customer.
The use of ITIL ensures more success and even more successful experiences.