ITIL phases scheme

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Overview Map of ITIL Phases and Key Concepts ITIL (Information Technology Infrastructure Library) is a framework that helps organizations deliver high-quality IT services by following best practices. It consists of five core phases, each with its unique characteristics and objectives. Service Strategy Phase: This phase focuses on designing and planning the IT service portfolio to meet business needs. It involves identifying opportunities for growth, evaluating service demand, and developing strategies to meet customer expectations. Service Design Phase: In this phase, IT services are designed and created to meet the defined requirements. The goal is to ensure that services are effective, efficient, and aligned with business objectives. Service design includes creating service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs). Service Transition Phase: This phase ensures a smooth transition of new or changed IT services into production. It involves assessing the impact on existing services, developing change management plans, and testing new services to ensure they meet requirements. Service Operation Phase: In this phase, IT services are delivered and supported to customers. The focus is on ensuring high-quality service delivery, resolving incidents, and managing problems. Service operation includes creating a service desk, implementing incident management processes, and managing problem management workflows. Continual Service Improvement (CSI) Phase: This final phase ensures ongoing improvement of IT services through analysis, evaluation, and implementation of changes. CSI involves gathering feedback from customers, analyzing service performance data, and identifying opportunities for improvement. Key Concepts: * Service portfolio: A collection of all IT services provided to customers. * Service catalog: A repository of available services that customers can request. * Service level agreement (SLA): An agreement between the IT organization and customers defining service quality expectations. * Operational level agreement (OLA): An agreement between the IT organization's teams defining operational responsibilities. * Underpinning contract (UC): A contract between the IT organization and external suppliers of goods or services. By understanding these key concepts and phases, organizations can effectively implement ITIL best practices to deliver high-quality IT services that meet customer needs.