Register now: Why you’re (probably) doing service catalogs wrong
Register now: Why you’re (probably) doing service catalogs wrong
You’ve probably heard the terms ITIL and ITSM, but the distinction between the two can be a little unclear. Throw incident management into the mix, and the whole thing can feel pretty confusing. This article aims to explain what they are, the differences between the three, and importantly how they fit together.
First, let’s establish what each of the terms actually mean.
ITSM stands for IT Service Management. It’s basically an umbrella term for all the activities an IT team does to manage and improve the end-to-end delivery of its IT services to customers in order to meet business objectives. That includes planning, designing, building, implementing, deployment, improvement and support.
ITIL (which stands for IT Infrastructure Library) is a widely accepted set of best practices to deliver ITSM. Call it a playbook, framework or set of guidelines, whichever you prefer - but in a nutshell it tells you how to implement ITSM activities to the highest possible standard.
There are lots of component parts to the ITIL certification (side note, there's also an ITSM certification as well.). We’re focussing on incident management, so we won’t go into every detail in this article. However, it is contextually useful to be familiar with ITIL’s “service value system” framework which demonstrates how all the components and activities of an organization can come together to create value.
The service value system, or SVS, is made up five elements:
Element | ITIL definition | Simplified |
---|---|---|
The service value chain | A set of interconnected activities that an organisation performs in order to deliver a valuable product or service to its consumers and to facilitate value realisation. | How things come together to deliver value. |
Practices | Sets of organisation resources designed for performing work or accomplishing an objective. | Practical activities and tools you can use to deliver value |
Governance | The means by which an organisation is directed and controlled. | How activities in the organisation are overseen, evaluated and directed |
Guiding principles | Recommendations that can guide an organisation in all circumstances, regardless of changes in goals, strategies, types of work or management structures. | Foundational ways of working |
Continual improvement | A recurring organisation activity performed at all levels to ensure that an organisation’s performance is always aligned to changing stakeholder expectations. | Does what is says on the tin, always be looking for ways to improve your service to deliver more value, more effectively. |
The part of the system we particularly care about for the purposes of this article are the “practices”, of which there are 34, including “Incident management”…
💼 The process of logging, recording and resolving unplanned interruptions that disrupt normal delivery of a service.
The goal here is to reach incident resolution as quickly as possible so you can resume normal service operation and minimise any negative impact on your business.
Lots of organizations use ITIL to inform how they run their incident management process. According to ITIL:
Incidents need to be logged, prioritised, and resolved within agreed timescales. They might be escalated to a support team for resolution, depending on the product or service affected and how quickly the resolution is required. Incident management needs to include quality, timely updates to the affected user(s) which requires a high level of collaboration between teams.
Confession: okay, the heading of this section is a little misleading because, unlike previous versions of ITIL, ITIL 4 doesn’t define a prescriptive incident management process. The good news is it’s a little more flexible than that, recognising that different organizations will require different approaches. It is also more customer-centric than earlier “ITILs”. It pays more attention to user satisfaction and the human side of incidents, like culture and communications. It does, however, provide some core principles for incident management practice activities, including:
One final curveball! It’s worth also being aware of “Problem management” which is another of ITIL’s 34 management practices. Although closely related, it differs from ITIL’s “Incident management” because it refers to finding the root cause of one or more incidents.
The purpose of problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
This is the stage after an incident is resolved and usual operations have been restored, where teams can dig deeper into the underlying causes and seek to fix them to avoid future recurrence of incidents and deliver service improvement.
Recommended activities for problem management include:
incident.io is here to help you meet the best practice standards for an incident management process as set out in ITIL. We empower teams to manage the end-to-end incident lifecycle with confidence. Our product is designed to be used across business functions, so an incident can be quickly declared (by anyone, not just those with specialist knowledge!). Our best practice nudges and process automation to help your team through the most stressful times so you can rapidly fix and learn from incidents, build more resilient products and achieve your business objectives.
Some of the key features we provide to help you easily meet ITIL best practice standards include:
📌 An added bonus: We believe that Incident Management and Problem Management should work hand in hand. With incident.io, all your incident activities are captured in a dashboard, where you’ll find incident insights to help you identify and analyse recurring pain points. This means you can quickly create an incident report and understand patterns in your incidents, helping you to prioritize areas to focus on for more permanent solutions.
Our customers have found that using incident.io has helped them to improve incident logging and prioritization, improve communication with stakeholders, and ultimately reduce downtime so they can restore normal service operation faster. If you’re looking for help to deliver your ITIL incident management, check out our Practical Guide to Incident Management or install us today!
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