Lakeside provides IT help desks and service desks with thousands of real endpoint data. IT financial management. ITSM is how IT teams manage the end-to-end delivery. Generally, level 1 IT support responsibilities include: End-user tech support. For the services provided, it suggests establishing delivery terms and conditions. This is very critical to ensure the effective use of the framework and to address real world challenges of service management. It is a set of recommendations by ITIL 4 that guide an organization throughout its service management lifecycle, irrespective of changes that occur in the goals, strategies, or in structure of the organization. ITIL: ITSM: Definition: The best practices of ITSM are taught by ITIL: Managing services that need to be delivered to customers: Function: ITIL is one of the frameworks needed to implement ITSM: ITSM has many other frameworks like six sigma, DevOps, COBIT, etc: Acronym: ITIL is no longer called IT infrastructure library according to ITIL v3ITIL 4 updates the principles, practices, terminology, and models needed to achieve and sustain those outcomes to better fit the situation we find ourselves in today. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. It is a centralized database of active IT services from the IT service portfolio. Outsource: this model is set through a well defined portion of service-design. ITIL principles are vendor neutral, and are used for two fold benefits- increase productivity of IT folks and reduce costs of IT operations. Measurement and reporting. Effective User Access Reviews. Options are : Organizations and. Troubleshooting. The processes include the following: ITIL Service Strategy. Created Oct 12, 2010. Continual Service Improvement (CSI) - ITIL ® v3 Intermediate Service Lifecycle Module. Accountability is key. To Summarize, the goal of ITIL Service Design process is to create good services with a high level of quality to meet the needs of the business. The updated ITIL guiding principles are: 1. ®. See moreITIL 4 and Agile principles compared Individuals and interactions over processes and tools Working software over comprehensive documentation Customer. We will also include examples from our own consulting work and experience as an AXELOS Consulting Partner (ACP). The two modules are Sustainability in Digital & IT and Acquiring & Managing Cloud Services. ITIL 4 can help you to: understand how IT impacts strategy and how professionals can utilize the four dimensions of service management in a wider business context; use the. Start where you are. An incident, by definition, is an occurrence. Core principles. the central cube – within the ITIL service value chain (shown below). A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. These handbooks cover many areas of IT service management (ITSM) which includes IT help desk management, asset, change and release management. This specifies that each stage of the service lifecycle must stay focused on the business case, with defined business goals, requirements and service management principles. Tier 1 is the employees' or end-users' first direct contact with the support team, so those in charge of assisting must be ready to fix these issues. Instead of specifiying a fixed set of processes, ITIL V4 introduces a holistic approach and shifts the focus on 34 'practices'. Practice. ITGC, or IT general controls, are a set of policies and procedures that govern how a company’s IT systems operate and ensure the confidentiality, integrity, and availability of data. Here is some ITIL service catalog example that strives to meet your company's specific requirements: Providing assistance to your end users, access request equipment, and get access. The ITIL 3 framework described its core approach with the term “processes. Focus on Value. Read on to explore the ITIL certification, its benefits, and. Availability management. 3)Subject. This ITIL process framework is relatively similar to that of ISO 20000 of ITIL Version 2 but includes Service Portfolio Management from later ITIL versions. The ITIL lifecycle starts with a service strategy that is built around the organization’s mission, and ends with continual service. Core components of the ITIL SVS include continual improvement, governance, guiding principles, ITIL practices and service value chain. ITIL 4 builds on previous versions of ITIL but includes new content such as: • The Service Value System and Service Value Chain Concepts. Structure of the TOGAF Architecture Development Method (ADM). Axelos defines the following 7 seven guiding principles in the ITIL 4 foundation book. Strategy management for IT services. The core principles of the previous edition are still valid today. This ITIL process framework is relatively similar to that of ISO 20000 of ITIL Version 2 but includes Service Portfolio Management from later ITIL versions. Since its 1989 inception by the UK Central Computer and Telecommunications Agency, the ITIL framework has undergone several revisions. Commit to saving a specific amount each month -- 10% to 20% of your income is a good place to start. accomplish that goal (Neničková, 2011). To achieve the ITIL 4 Foundation certification, one must take a short course and pass a one-hour. ITIL provides detailed best practices and guidelines for various aspects of IT Service Management, such as Incident Management, Problem Management , Change Enablement, and Service Level Management. At. Today, these revisions span four versions and. Performance measuring: List of metrics that need to be measured, including how they are measured; Conditions of cancellation: Details of conditions under which the terms of the agreement are waived; An SLA does not have to comprise all these elements. He said: ‘The business imperative for IT to deliver value and keep its funding, which is prominent in other industries, is a slightly broken link in universities. Categories. These controls help prevent unauthorized access, data breaches, and operational disruptions. ITIL 4 is designed to be more customizable and flexible. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialog and interaction on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation. pdf) ITIL V3 (ITIL 2011) organizes the ITIL processes around the five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (see fig. The contents, previously known as ITIL processes, are now explained in the form of 34 "Practices" based on many practical examples. 1. ITSM Defined. In the age of big data, we know that information can be overwhelming—yet it promises unprecedented business opportunities for those who practice Knowledge Management to perfection. Some of the examples are printer support, machine maintenance, vendor software support, depot support, and. Progress iteratively with feedback. It is an overlapping phase between the Service Transition and Service Operation phases of the service lifecycle. ”. Topic 4 – The Four Dimensions of Service Management f. Various ITIL® processes and the concepts that underpin them are explained in this article. Knowledge-Centered Service – Knowledge-Centered Service (KCS) is a key principle in theThe ITIL guiding principles should be followed at every stage of service delivery and enable professionals to approach and navigate difficult decisions. The six value chain activities of the ITIL 4 Service Value Chain consist of planning, improvement, engagement, design, transition, obtaining, delivering, and supporting. They search for value in any product and are ready to pay top dollar. Let’s first explore the definition of a change according to ITIL v4 principles. Progress iteratively with feedback. (Delphi Method) assessments. Here are five principles from ITIL 4®: Direct, Plan and Improve for effective communication that will help you stay in touch with your team and on top of your projects. Order LOMA 280 printed textbook. Although experts differ on what steps are included in the process, a simple IT risk management process usually includes the elements. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. They form the perfect ITIL Service Management plan. This step was taken to give the best possible outcome from all the resources available. 3 ConfirmtheCAB’sstandardagenda. It ensures that the services provided are reasonable and relevant to the customers. , ARCH 201, must have completed MATH 143, ENGL 102, all major courses, 30 hours of non-remedial courses, and must have 2. ITIL contains procedures, tasks, processes, and checklists that are not necessarily specific to any specific company or technology, but are still widely applicable to organizational. The demand for the certificate is great across the world, and the holders stand out. However, both DevOps and ITIL are philosophies, organizational mindsets, and sets of principles that aim to continually increase value. To achieve the ITIL Master certification, the candidate must be able to explain and justify how they have personally selected and applied a range of knowledge,. The ITIL framework works on the establishment of service principles, processes, and performance measures. Gartner prides itself on its reputation for independence and objectivity. • 34 ITIL practices. Explore the key principles, practices, value system, dimensions, and benefits of ITIL 4. ITIL V4's CSI model is now referred to as CI model in place of V3's. 28 December 2018. The first principles of ITIL were created in the late 1980s and were put together as a framework of best practices to help organizations attain maximum value through information technology (IT) services. You'll learn eight practices typically used by high-velocity IT teams, and tips from the Atlassian Team Playbook to bring more. The service desk practice is a newly introduced practice. Prerequisites: ITIL Expert certificate, 5 years of experience in leadership or management position. It includes monitoring, investigating, escalating and responding to events that occur on the IT platform. 8) Explain various service providers that are part of the ITIL process. The ITIL V3 framework describes five stages in the ITIL service lifecycle: ITIL service strategy. Let us have a closer look at the ITIL Guiding Principles in detail . This course is ideal for SysAdmins who require in-depth networking skills and techniques. In terms of specific ITIL modules, ITIL 4 Leader: Digital and IT Strategy has empowered me to speak to executives at board level. ITAM is designed to ensure successful deployment and ongoing support of IT assets. It has gone through several iterations since then and is now more. Business relationship management. Outsource: this model is set through a well defined portion of service-design. It is used to demonstrate compliance and to measure improvements. Join now to see all 353 results. 4. Creating a user. Pricing and Enrollment. change authority A person or group responsible for. Professional Summary. Between 1986 and 1996 this collection grew to over 30 volumes. For example, take Incident Management, one of ITIL 3’s most commonly used processes. Service strategy is the identification of what services your IT organization should offer and for what customers. Incident management and service request management are the classic ITIL practices; previously they were one process but later separated. ITIL 4 and COBIT are both based on principles: overarching tenets that guide organizations and individuals in their pursuit of delivering value. ISO/IEC 20000, like its BS 15000 predecessor, was originally developed to reflect best practice guidance contained within. Service Portfolio Manager. Invensis Learning imparts ITIL, PMP, CAPM, PRINCE2, Six Sigma, COBIT 5, DevOps, Cloud Computing, Agile, & Change Management Training courses for individuals and enterprises globally. , enters the Service Operation stage). • Enterprise Service Management. This stage lays down and determines the services that the IT organization will provide and also what competencies need to be created, starting with an. Topic 8 – Recap and Exam Practice 1. Browse through our libraries of online resources for you to stay up-to-date on all that is changing your software development, IT ops, cyber security and more. com) provide you with the skills you need, from the fundamentals to advanced tips. Engage. Change management, service management, and service design all need you to follow measured strategies. Would any of the ITIL Principles do the same? Answer: When it came time to develop a critical trading application with a firm launch date,. Think and work holistically. Question Type: Multiple Choice ; Total Questions: 40 ; Total. Service strategy. Service delivery: A set of principles, policies, and constraints used for designing, building, and deploying of services. The goal is to improve efficiency and achieve predictable service delivery. ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. A reddit for information, news, tips and questions about ITIL (IT Infrastructure Library - a framework for IT Service Management), and the standards, models and frameworks that most closely align with ITIL/IT Service Management. Adopting this principle can improve your company's reputation by ensuring that employees. The design, transition and operation phases serve as a cycle, with teams rotating through each. In this day and age, a service catalog tool should be future-proof by incorporating ESM capabilities; one example is an integrated self-service portal for different. Start Where You Are 4. ITIL 4 Service Catalogs, as a manifestation of these principles, enable organizations to stay aligned with customer needs, business objectives, and technological advancements. e. Let's generalize for a minute: companies love things that increase profits, reduce costs, or reduce risk. ITIL Service Design. The ITIL Service Value System. MyAxelos is aligned to our core best practices (ITIL®, PRINCE2®, and MSP®) to give you the tools, resources, and know-how you need to succeed in your role. 1. Knowledge is therefore seen as a key asset of the organization implementing it. 2 Explain the use of the guiding principles (4. The goal of any organization is the delivery of value for its stakeholders. ITIL guiding principles. SDLC provides a well-structured flow of phases that help an organization to quickly produce high-quality software which is well-tested and ready for production use. Here are five principles from ITIL 4®: Direct, Plan and Improve for effective communication that will help you stay in touch with your team and on top of your projects. This course prepares students for the ITIL® Foundation certification exam, which is administered on the last day of class. There were two key books with details on ten IT processes and a “function” – that of the Service Desk. Among these is a detailed set of practices known as the Information Technology Infrastructure Library. The COBIT framework is published through the Information Technology Governance Institute (ITGI), a branch of the Information Systems Audit and Control. A simple illustration shows how muda, mura, and muri often are related so that eliminating one also eliminates the others. Suppose that a firm needs to transport six tons of material to its customer and is considering its options. The Four Dimensions describes a balanced focus to the ITIL SVS through a holistic and effective approach. 2 ). The ITIL 4 Create, Deliver and Support book covers the Design & Transition, Obtain/Build, and Deliver & Support activities – i. ITIL 4 is designed to be more customizable and flexible. Understanding the NOC’s Role in ITIL Service Operation. Service design. 4 million. Progress iteratively with feedback. Skills. ITIL 4: The Guiding Principles. The 5 ITIL Stages are: ITIL Service Strategy. 7. A reddit for information, news, tips and questions about ITIL (IT Infrastructure Library - a framework for IT Service Management), and the standards, models and frameworks that most closely align with ITIL/IT Service Management. The following are the seven ITIL guiding principles: Emphasize Value And Customer Experience Begin Where You Are Iteratively Progress with Feedback Collaborate and Increase Visibility. Information and technology. Each activity transforms inputs into outputs. ITIL details best practices for the execution of ITSM. What is the ITIL process? 1. November 8, 2023 |. DevOps is incompatible with ITIL. These stages are interlinked and are briefly covered in the Free ITIL Foundation Overview course. 5. Get it now. Progress iteratively with feedback. ; ITIL service design. MyAxelos is aligned to our core best practices (ITIL®, PRINCE2®, and MSP®) to give you the tools, resources, and know-how you need to succeed in your role. Definition of Lifecycle Management for ITIL services, Functions, Processes and Roles. It guides teams to a holistic, business and customer-value frame of reference, and encourages a more flexible approach based on how your team works. In the first video, we discuss how. ITIL guiding principles. User. System Operations on AWS. Governance principles ensure that stakeholder needs are evaluated and agreed on based on enterprise objectives, to set direction through. Think and work holistically. The 7 ITIL guiding principles are universal and enduring. Partners and suppliers. The 7 ITIL guiding principles are universal and enduring. )ITIL is a framework for IT service management that provides detailed best practices for IT functions to align with an organization’s business outcomes. And there are many ways to achieve this: new products or services may increase profits, automating workflows may reduce costs, and switching to more reliable suppliers may reduce risk. Its core principles are open communication, collaboration, and shared goals. They are designed to guide decisions and actions so the people who are responsible for managing and operating the organization’s service portfolio can benefit from these high-level best practices. These service value chain activities in the ITIL 4 service value system represent the steps an organization takes in the creation of value. Incident Management is the process of managing the lifecycle of incidents that are reported. The ITIL 4 guidelines instead use “practices. Now, let's look at each one in more detail. On a conceptual level, Spiceworks IT help desk does not have the functionality to align with Information Technology Infrastructure Library (ITIL) principles, a collection of IT best practices for. This class is focused on exam preparation. Demand management. From submission and routing, to service request approvals, monitoring, and. The matrix will also list the technical staff level (Level 1, 2, or 3) required for each task. ISO/IEC 20000 is the international standard for IT service management. The ITIL framework keeps a narrow focus on ITSM (IT service management), but COBIT broadly focuses on risk management that. Avoid creating a single SLA for your entire service catalogue. (See ITIL ® Foundation: ITIL 4 Edition, Chapter 3 for more information. These lessons also teach you how to best apply the principles of ITIL to real-world systems in a job environment. DevOps The DevOps framework brings together an unattached set of principles that are united, depending on the business needs of an enterprise. Proven ITSM principles are now being increasingly applied to other business departments such as facilities, HR, and finance, giving rise to enterprise service management (ESM). 3 GUIDING PRINCIPLES. See Details. The three primary types of IT asset management are as follow: Software: This type of ITAM is a bit more complex than the others, as it involves things like compliance requirements, licensing, shadow IT, and IoT. • ARCH 201 - Architectural Design I. The guiding principles and the continual improvement model are both important parts of the ITIL service value. ITIL emerged in the 1980s as an ad-hoc collection of IT best practices and checklists. In essence, the new version encourages a more holistic view of IT. This needs appropriate management practices for. There are no fixed training materials and/or examination; an ITIL Master-level candidate must be able to demonstrate implementation of ITIL principles in real-life situations. Certifications for every stage of your career. External service provider: ESP provides IT services to external customers. COBIT has five fundamental principles: Meeting stakeholder needs. The 7 guiding principles of. Integration of governance and management. This article will discuss what ITIL’s guiding principles look like as behaviors, complete with. The average time is called the mean time to resolve (MTTR). ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. ITIL is a framework providing best practice guidelines on all aspects of end to end service management. A SWOT analysis is a technique used to identify strengths, weaknesses, opportunities, and threats for your business or even a specific project. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. The four dimensions of service management. 2. In the past three decades, the ITIL framework and best practices have undergone several changes and improvements. BMC Blogs covers a wide variety of tech-related topics. In essence, the new version encourages a more holistic view of IT. Here are just a few ITIL operations KPIs to keep in mind: Incident response time: This is how long it takes between when the incident report comes in and when it is resolved. Q22. Gartner prides itself on its reputation for independence and objectivity. Trainings are delivered through instructor-led classroom and live online training modes. Documentation. Emphasizing quality. Service portfolio management. The Information Technology Infrastructure Library ( ITIL) and COBIT 5 would be used in this endeavor. Progress iteratively with feedback. ITIL provides a framework to navigate the complexities of technology implementation. TOGAF is a high-level approach to. 2) Start where you are. What Are The 9 ITIL Principles? 1. For IT professionals, an ITIL Certification can help demonstrate in-depth knowledge of the IT Service Management Lifecycle. The two frameworks, which overlap somewhat, can be used. It’s a map of the main elements/capabilities you need to have in place to run a highly efficient, effective, and agile service management organization. ITIL 4, released in 2019, is the latest edition and fourth major update of the world’s most recognized and adopted Service Management framework. ”. 1. Focus on outcomes, not outputs. Using templates designed to manage incidents, you can create a repeatable incident. ITIL is intended to embody a set of principles—including value, transparency, collaboration, simplicity, holistic approaches, and a focus on user experience. Topic 5 – Purpose and Components of the ITIL Service Value System g. The goal is to improve efficiency and achieve predictable service levels. ITIL's best practices in the service operation phase help businesses and consumers maximize the value of service provided by minimizing the duration and frequency of service problems. Service operations. ITIL recognizes the importance of integrating ITSM with other business areas by focusing on seven guiding principles, as described by IFS Assyst : Focus on value. The ITIL service value system. In the past three decades, the ITIL framework and best practices have undergone several changes and improvements. The ITIL framework works on the establishment of service principles, processes, and performance measures. This certification covers the basics and key concepts of ITIL 4. A hiring manager wants to know that no. When IT teams focus on checking the boxes and “business as usual,” the never. d. It is a framework developed by the UK government in the 1980s in response to the rapidly growing use of information technology. The current form of ITIL has five core parts, each covering different stages of ITSM lifecycle. List of delivery model strategies are: Insource: when service uses internal resources for all service phases. View this course. Here are all of our Guides. Design for Experience 3. They contribute to the service value chain activities and ensure. Certification will ensure an individual within the organization is an expert in ITIL. The ITIL stages encompass 5 phases: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. This support level works by following the principles of ITIL Supplier Management process. At the strategy level, Version 3 Best Practices specifically invites the business manager into theThe most recent ITIL version, ITIL 4, comprises five volumes — namely, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement — that detail 34 ITSM practices. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. 1. Pricing. 3 © 2021 ServiceNow, Inc. There are in total 34 ITIL® practices: 14 general management practices – adopted and adapted for service management from business managementMoSCoW prioritization, also known as the MoSCoW method or MoSCoW analysis, is a popular prioritization technique for managing requirements. Continual Service Improvement (CSI) - ITIL. The ITIL Guiding Principles emphasize focusing. Early Life Support (ELS) is your chance to use the knowledge and experience gained in Service Transition once the service becomes live (i. There are 6 governance system principles in COBIT 2019, compared to 5 in COBIT 5. Certified ScrumMaster (CSM) Scrum is the most popular Agile methodology, and being certified in Scrum can give you the specific tools to actually bring Agile concepts to life in the workplace. In an increasingly projectized world, PMI professional certification ensures that you’re ready to meet the demands of projects and employers across the globe. The combination of elements is determined by the type of service provided. The ITIL service value chain; The ITIL practices; The ITIL guiding principles; Governance; Continual improvement; The four dimensions model, on the other hand, describes a balanced focus. One is to pile all six tons on one truck and make a single trip. Quick Guide. This interconnected system is intended to provide constant IT services. ITIL. The main objective of the Engage value chain activity is to ensure a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with them. 2. When expanded it provides a list of search options that will switch the search inputs to match the current selection. This course covers: Key concepts; Common language; ITIL principles; ITIL practices; View Course 7. Security Alert: A warning raised by ITIL Information Security Management Process about future or current outbreak of security. This register provides details of any individuals who have achieved an. Within the framework, specific roles are executed as required to meet the IT service delivery goal. The first step in defining a critical incident is to determine what type of situation the team is facing. 11. Service Operations. Departments and projects that are based. This document provides practical guidance for the service level management practice. When expanded it provides a list of search options that will switch the search inputs to match the current selection. The following subsections address the COBIT 5 principles and the concepts that are appropriate for the given principle. A History of COBIT. It sets out, at a high level, everything you need to turn opportunities/demand into value as quickly as possible—whether that’s. Prioritization. Everything that the organisation does needs to deliver, directly or indirectly, value for the stakeholders. 3) Progress iteratively with feedback. ITIL Tutorial. Price. 5. ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. Building on a good selection of ideas championed by ITIL Practitioner, the bedrock principles of the new version are: Focus on value. The devil is in the details. Collaborate and promote visibility. The new framework includes many of the same components as ITIL V3 while incorporating updated knowledge and concepts that reflect a more value-oriented focus to IT service delivery. 15 ITIL® Practices. provides the communication channels for the above and all other service-related communications (service desk). Then, the strategy and continual improvement phases provide support and envelop the cycle. Think and work holistically. A low MTTR indicates quick and effective service. Processes. The ITIL 4 Foundation course. Read on to explore the ITIL certification, its benefits, and. There are five steps for complex problem resolution where the principles make sense: Simplifying the focus. ITIL September 26, 2023 | 16 min read This reader's manual is designed to help readers understand and use the ITIL 4 practice guides. Policies establish the requirements for how everyone. This management includes determining what services. Effectively, IT processes and designs are. By establishing cost-effective practices, ITIL creates a foundation that supports growth, scalability, and change within the organization. In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity. (COSO) Internal Control–Integrated Framework, IT Infrastructure Library (ITIL), the Project Management Body of Knowledge (PMBOK. Incidents can be tricky to spot, but the quicker you diagnose them, the easier the outcome will be to handle. General Management Practices Heightened risk management and stability. ITIL ® 4 defines 34 management practices to adopt the modern organization dynamics. As define in ITIL V3, the 4 Ps of the ITIL service design stage are as follows: People. The list contains instructions for preventive measures and for the handling of security breaches once they occur. 4. Some key ITIL concepts and principles are: Delivering maximum value to customers; Optimizing resources and capabilities; Offering services that are useful and reliable; Planning processes with specific goals in mind; Defining roles clearly for each task. The matrix is a “roadmap” for AU operations (what gets. There are numerous roles involved in the process (es), such as: Service Strategy Manager. The move from processes to practices. " The primary goal of Problem Management is to prevent incidents from occurring, and if incidents do occur, prevent them from occurring again. change The addition, modification, or removal of anything that could have a direct or indirect effect on services. What are the ITIL 4 guiding principles? For more information on the benefits of the latest version of ITIL, see “ ITIL 4: ITSM gets agile . 1. The main goal of this stage is to build, test, and develop the new or modified services of IT. The ITIL V3 framework describes five stages in the ITIL service lifecycle: ITIL service strategy. ITIL®4 Four Dimension Model of IT Service ManagementConfiguration management ( CM) is a systems engineering process for establishing and maintaining consistency of a product's performance, functional, and physical attributes with its requirements, design, and operational information throughout its life. It's best to avoid debt, especially expensive credit card. Download the free PDF now. Even though it might seem that DevOps principles clash directly with the more structured principles of ITIL, DevOps does have the ability to develop around the tried-and-true ITIL best practice and strengthen the structure together to provide better business outcomes.