ITIL (Information Technology Infrastructure Library) is a set of process standards designed to manage IT services. It helps organizations improve their business outcomes through service delivery.
The latest version of ITIL, ITIL 4, offers a systematic approach to ITSM that delivers more stable IT environments, reduced expenses, better awareness of risks, and enhanced customer support.
Incident management is the process of identifying, logging and resolving incidents. Typically, this is carried out using a service desk, IT help desk or ITSM solution.
With incident management in place, a business can restore services to normal within agreed service levels. This helps in achieving smooth operations and a premium digital experience for customers.
Using fit-for-purpose technology, incident management can be implemented quickly and effectively by IT departments to improve their performance. Streamlined processes and a documented means to field tickets reduce noise, prioritize, and remediate issues to get back to normal operations.
Employees can submit incident tickets through self-service portals, chatbots or email and mobile applications. AI-driven solutions automatically assign incidents to the appropriate resolution groups. Issue resolution portals have all necessary information in one view and leverage machine learning to deliver recommended solutions immediately.
Problem management is a process that helps IT teams identify and fix problems to prevent future issues. It also helps eliminate recurring incidents and minimize disruptions to business operations.
ITIL guidelines recommend that incident managers and problem managers focus on their primary goals. For example, incident managers may prioritize the quick resolution of incidents while problem managers may focus on preventing them.
If you are using ServiceNow ITIL, your team should be able to use the process flow for Problem Management to link a problem record to an incident. The process will also automatically update the incidents related to the problem record when a comment is added.
This will make it easier for your staff to find the problem, and ensure that they have all the information they need to solve the issue. In addition, they can add comments to the problem records that will be visible in the list views for other users.
Change management is a process in ServiceNow ITIL that follows standard procedures and practices for effectively managing changes to minimize the risks and disruptions of change.
The process begins when a change request is initiated, and moves through a pipeline until it is authorized and implemented. In some cases, a Change Advisory Board (CAB) may be involved in the approval of high-risk changes.
This includes changes that are normal but require a significant change to the IT infrastructure or a service, such as a new software application. These changes must go through the full change management process, including review by the CAB and authorization/rejection.
The ITIL framework outlines four types of changes, depending on their risk and impact. These include normal, emergency, latent and expedited changes.
Release management is one of the main processes under the Service Transition section of the IT Infrastructure Library (ITIL). It focuses on quality and customer experience as primary drivers to product and service deployment, while also promoting cost-effective business practices.
Release managers coordinate change activities across IT and product development teams, while ensuring that the production environment is not negatively impacted. They also use standards, processes and tools to coordinate and govern releases.
The release management process begins with requests for new features or changes to existing functions. They are evaluated to determine their rationale, feasibility and whether they can be fulfilled by reconfiguring the application version already in production.
Knowledge management in ServiceNow ITIL involves managing the overall knowledge that an organization has about the services it provides. This includes capturing and storing data, identifying information that is useful to IT service management, and using the stored information to solve problems.
In addition to collecting data, knowledge management also helps to translate raw information into knowledge and wisdom. During this process, the facts and numbers are translated into ideas, insights, and judgments that are then used to solve IT service issues.
Knowledge management helps IT teams manage information efficiently by storing and making available the necessary data, tools, and resources that are needed to deliver IT services. This can include a knowledge base, policies, procedures, and documentation.