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This article mainly explains "what are the benefits of implementing ITSM and ITIL". The content of the article is simple and clear, and it is easy to learn and understand. Please follow the editor's train of thought to study and learn what are the benefits of implementing ITSM and ITIL.

1-ITSM and ITIL provide a framework for continuous deployment, improvement, and withdrawal of services

ITIL service lifecycle management (shown in figure 1) provides a framework for building, deploying, delivering, improving, and exiting IT services through five core modules.

Figure 1: ITIL service lifecycle

The core module of ITIL service strategy helps to build a service product composed of service pipeline, service catalog and exit service. It can be used to understand the services that the organization has provided or will provide to customers in the past, present, and future.

The service pipeline tracks services provided or under development

The service catalog shows all available services that customers can now order.

The exit service is reserved for reference and can be re-enabled or redeveloped as a pipeline service.

The core module of ITIL service design provides a roadmap for adding or changing services in an ITSM/ITIL environment.

The core module of ITIL service transformation defines how IT services transform service products from one state to another, completing the transition from pipeline to directory to exit.

The ITIL Services Operations Core module helps organizations ensure cost-effective delivery of IT services (more than a minute) through fault management, problem management, and event management.

The core module of ITIL continuous process improvement (CPI) helps determine the efficiency of IT services and provides templates for evaluating, improving, monitoring, and correcting services.

ITIL Services Lifecycle Management helps define and establish standard processes for building, delivering, evaluating, improving, and eventually exiting IT services, providing industry-standard practices and ensuring consistency for IT services delivery and management, which is not possible with a DIY service management solution developed a decade ago.

2-ITSM and ITIL help provide standard IT service delivery through service catalogs

The ITIL framework helps develop a standard framework for users to request and receive services. The ITIL service catalog provides a single point of contact for users to request specific services or to request assistance in the event of a failure. Stores without the ITSM framework usually provide separate interfaces (often developed internally) for users to add, delete, and change: IT requests, help desk work orders. Provide a standardized single URL structure for ITIL service catalogs and service desks developed by customers to initiate and receive IT services, eliminating a large number of navigation interfaces that customers use when they need certain services.

3-ITSM and ITIL provide a standardized framework for dealing with IT failures, problems, and events

ITIL can also play a consistent role in defining service delivery errors, including:

Fault management responds to unplanned outages of IT services in order to restore services as soon as possible. This failure can be, for example, an application failure, an interruption of an order in processing, in which case the fix is to correct the order so that it can be processed.

Problem management identifies and corrects the root cause (problem) that causes repeated failures. In a typical problem management situation, you may need to determine why the customer ordering application occasionally crashes (causing orders not to be entered and fulfilled) and fix the application.

Event management continuously monitors IT services or configuration items that change from one state to another to determine which event changes are normal and which are abnormal. The state change can be normal (for example, the IBM I system enters backup mode at a daily scheduled time) or abnormal (for example, the IBM I system does not exit backup mode at the expected time).

Since not every system event requires attention, event management filters each event, identifies abnormal events, and initiates actions and alarms for any exceptions found.

Using the practices listed in the core module of ITIL service operation, organizations can establish IT services that are interrupted by process recovery, repair the root causes of multiple failures, and respond to IT services that need to pay attention to state changes.

Three major benefits:

Here is a summary of the three biggest benefits that can be achieved by organizations that deploy an ITSM environment using ITIL.

1. Establish a consistent framework for building, delivering, evaluating, improving, and eventually exiting IT services

two。 Standardized IT service delivery by organizing dedicated service catalogs

3. Provide consistently defined IT roles to deal with failed IT services, resolve the root causes of recurring problems, monitor the service, and take appropriate actions in the event of an exception during the operation of the service or configuration item.

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