Practice improvement. Home: 000-000-0000 | Cell: 000-000-0000. Service delivery: A set of principles, policies, and constraints used for designing, building, and deploying of services. These processes have been divided into five service lifecycle stages. Invensis Learning imparts ITIL, PMP, CAPM, PRINCE2, Six Sigma, COBIT 5, DevOps, Cloud Computing, Agile, & Change Management Training courses for individuals and enterprises globally. In the first video, we discuss how. Quick Guide. Service desk tools have evolved into powerful analytical engines that help not only manage support tickets, but also gather contextual information about the EUC environment. ITIL principles in Service Operation enhance. Optimize and automate ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments. ITIL®4 defines 34 management practices to adopt the modern organization dynamics. Among these is a detailed set of practices known as the Information Technology Infrastructure Library. The ITIL 4 Foundation course. 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. Yaretzi Townsend. ITIL 4 Foundation Certification 2021 Exam Question Answers Set 1. Incidents can be tricky to spot, but the quicker you diagnose them, the easier the outcome will be to handle. 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,. The 7 Guiding Principles of ITIL 4. Architecture. In organizations that manage their IT operations using ITSM, and specifically ITIL, release management is guided by ITIL principles. The ITIL v4 Foundation is beneficial for anyone who wants to learn the basics of IT service management, including IT professionals, business managers, and. The ITIL 4 Guiding Principles promote collaboration, simplicity, and feedback. 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. 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 . Integration of governance and management. the central cube – within the ITIL service value chain (shown below). how cultural or behavioural principles guide work that benefits the wider organization; how to use commonly-used service management terms and concepts; ITIL 4 Foundation training. Keep it simple and practical. All of them are well worth a read. Practices include other details like data management, technology, and culture. Service strategy. 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. This ServiceNow ITIL blog discusses how ServiceNow ITIL works and how it improves your business. Progress iteratively with feedback. The ITIL 4 Service Value System involves all the inputs, outputs, and elements required for service management. With the release of ITIL 4, the SACM process was broken into two separate practices, IT. If any one of the 4P's is not present in the system, the activities of service design stage cannot be completed successfully. KnowledgeHut Published 05th Sep, 2023 Views Read Time 10 Mins In this article ITIL®, or Information Technology Infrastructure Library, is an IT service. COBIT 5 Vs. Progress iteratively with feedback. The Four Dimensions describes a balanced focus to the ITIL SVS through a holistic and effective approach. 4 million. We are seeking a skilled and experienced Microsoft Azure Administrator to join our IT team. It is a single platform for monitoring, tracking, and. However, when translated into tangible behavior, they can help frame the right mindset when implementing ITIL concepts. Topic 8 – Recap and Exam Practice 1. ITIL 4 Introduction. Start where you are. Event management includes incident management, which is important to enterprise operation and information security puzzle. Managing change interview questions with sample answers. It is a framework developed by the UK government in the 1980s in response to the rapidly growing use of information technology. It’s tempting to hit send on an email full of important information and think ‘Done. Discover the Extension Modules. The ITIL lifecycle starts with a service strategy that is built around the organization’s mission, and ends with continual service. As IT service desk professionals, we want to deliver and. This is very critical to ensure the effective use of the framework and to address real world challenges of service management. It focuses on the convenience, effectiveness and efficiency of knowledge and data use. Think and work holistically. The ITIL full form is Information Technology Infrastructure Library. 3 GUIDING PRINCIPLES. Written by Coursera • Updated on Jun 15, 2023. change authority A person or group responsible for. 1) Focus on value. ITIL 4 is an exciting look at how service management is progressing, so enjoy your journey. The four dimensions are: · Organizations and People. docx. The ITIL 4 Service Value System involves all the inputs, outputs, and elements required for service management. See Details. The ITIL framework works on the establishment of service principles, processes, and performance measures. Rating: 4. This course is ideal for SysAdmins who require in-depth networking skills and techniques. Learn more!. ITIL Service Design Process. 3 ConfirmtheCAB’sstandardagenda. The ITIL 4 Foundation course. IT risk management is a continuous process that has its own lifecycle. 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. This stage forms the foundation or the framework of an organization's ITSM process building. 4 GPA. Candidates for the ITIL 4 Foundation exam should have a basic understanding of creating valuable products and services for customers and stakeholders, the basic principles of ITIL 4, the four. The ITIL v4 framework is composed of 34 processes organized into three management phases. 42 min read. Organization sustenance and success depends upon the way it responds to different scenarios. Focus on Value. Service Operations. The Service Transition processes described here follow the specifications of ITIL V3, where Service Transition is the third stage in the Service Lifecycle. ITIL 4 represents a fundamental reorganization of the ITIL framework with an increased focus on the concepts of value, cost, and risk. There are eight main processes and activities within the ITIL service design stage: Design coordination. 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. Organizations should consider all of the. The list contains instructions for preventive measures and for the handling of security breaches once they occur. ITIL framework helps in improving project delivery success and managing constant business and IT change. Allow for other potential improvements to be realized by these activities. ITIL® is a registered trade mark of AXELOS Limited Term Definition capacity planning The activity of creating a plan that manages resources to meet demand for services. 1. Focus on Value Everything the organization does should create value for stakeholders. 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. ITIL 4 includes the service value system (SVS) and the four dimensions model. Welcome To The Itil Open Guide! The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an information technology organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure. In ITIL, the IT operations team will receive code from the software developers and decide when and how to deliver the service while maintaining uptime for existing services. 10. Core components of the ITIL SVS include continual improvement, governance, guiding principles, ITIL practices and service value chain. Each of the five stages is focused on a specific phase of the service. This stage of service lifecycle manages the risks to the existing services. The 7 guiding principles of ITIL 4 explain the best way for IT personnel to select, plan, deliver, and maintain IT services. Applying a single integrated framework. The CMDB might be part of a larger. Early Life Support (ELS) is your chance to use the knowledge and experience gained in Service Transition once the service becomes live (i. For example, the principle “focus on value” will help establish that the organization’s governance. ®. Categories. 1. 3 © 2021 ServiceNow, Inc. The CMDB is a key element of ITIL-based service management. best practice publications, reports, and articles to keep on top of industry trends; tools and templates to maximize your productivity; access to a community of like-minded professionals and. You'll learn eight practices typically used by high-velocity IT teams, and tips from the Atlassian Team Playbook to bring more. The ITIL V3 framework describes five stages in the ITIL service lifecycle: ITIL service strategy. As such, it corresponds with these IT asset types. At Atlassian, we advocate bringing the problem and incident management processes closer together. As we look ahead, organizations that embrace ITIL 4 Service Catalogs stay relevant in a competitive landscape and pave the way for continuous innovation and customer. Changes the term “enablers” to “components. Security Alert: A warning raised by ITIL Information Security Management Process about future or current outbreak of security. Documentation: Maintain, Create, and Update as. Step 2: Incident logging. The ITIL full form is Information Technology Infrastructure Library. 8. When IT teams focus on checking the boxes and “business as usual,” the never. ELS means that you will keep people. In 2007, when ITIL v3 was released, the process was expanded; and the name was changed to Service Asset and Configuration Management (SACM). User. There were two key books with details on ten IT processes and a “function” – that of the Service Desk. System Operations on AWS. 3, 4. Incident Management is the process of managing the lifecycle of incidents that are reported. ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the Four Dimensions Model and the Service Value System. Step 2: Incident logging. The individual practice documents are very comprehensive, some. Products. Through a series of self-paced learning, practice quizzes and exams, students become acquainted. In this article we’ll explore processes and functions for each. The ITIL incident management lifecycle. It sets out, at a high level, everything you need to turn opportunities/demand into value as quickly as possible—whether that’s. ITIL Service Operation’s objective overlaps neatly with the NOC’s: Ensuring services are delivered within the agreed-upon service levels. The acronym MoSCoW represents four categories of initiatives: must-have, should-have, could-have, and won’t-have, or will not have right now. To pass this certification, one should know the ITIL 4 principles, the four dimensions of service management, the key concepts of Lean, Agile, DevOps, and the best practices of ITIL 4. Collaborate. 1. The ITIL 4 guidelines instead use “practices. The guiding principles are the values of propositions that offer guidance on the right behaviour for doing certain things. Our ITIL online training courses from LinkedIn Learning (formerly Lynda. ITIL offers a clear, consistent, and repeatable workflow NOCs can follow to achieve that objective—the “plays” in the playbook. Various service providers that are part of ITIL process: Internal service provider: ISP is a dedicated resource of a business unit and can manage the internal organization. Progress iteratively with feedback. how the seven ITIL guiding principles can help an organization adopt and adapt service management the four dimensions of service management the purpose and components of the ITIL service value system the six activities of the service value chain, and how they interconnect the purpose and key terms of 15 of the 34 ITIL practicesITIL 4 includes the service value system (SVS) and the four dimensions model. 3. Continual Service Improvement (CSI) - ITIL ® v3 Intermediate Service Lifecycle Module. Service Catalogue Management. Prioritization. And by optimizing value streams, service managers will be able to automate more – such as remote monitoring and support. It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. That’s it. Outsource: this model is set through a well defined portion of service-design. Organization (Business), service provider organization, service consumer / customer, and all other. The combination of elements is determined by the type of service provided. 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,. ITIL Service Design. A good starting point is with what ITIL – the most popular body of service management best practices – defines ITSM as. Thankfully, the DevOps Handbook 5 dispelled many DevOps myths, such as: DevOps is only for start-ups. Here are the four ITIL® dimensions of service management - Organizations and people Information and technology, Partners and suppliers, and Value Streams & Processes. According to ITIL ® 4, this direction usually comes in two forms: strategies and policies. What is the ITIL process? 1. US$765. The 7 Guiding Principles (pictured here) that give an overview of how we should approach implementing ITIL 4 concepts. 1 – 4. The goal of any organization is the delivery of value for its stakeholders. Read the Full Stack ITSM service desk best practice guides (PDF) from ManageEngine ServiceDesk Plus. Start where you are. ITIL Version 3 Best Practices includes five lifecycle phases (each with its own guidebook): Strategy, Design, Transition (which covers implementation and change), Operations and Continual Improvement. City, State, Zip Code. 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. 7. The descriptions of ITIL roles and responsibilities we have written here are summarized to be short and only show up the main characteristics of a specific ITIL role according to ITIL 4. ITIL 4 Extension Modules. They are not specific to any one industry and can be applied to. We will also include examples from our own consulting work and experience as an AXELOS Consulting Partner (ACP). 4. The best practice community that's all about you. The ITIL 4 Create, Deliver and Support book covers the Design & Transition, Obtain/Build, and Deliver & Support activities – i. Effective User Access Reviews. ITIL. But we can generally agree that, at its core, DevOps is about. In terms of specific ITIL modules, ITIL 4 Leader: Digital and IT Strategy has empowered me to speak to executives at board level. Understanding the NOC’s Role in ITIL Service Operation. Policies establish the requirements for how everyone. Recognizing the need to quickly get employees productive at. The ITIL lifecycle starts with a service strategy that is built around the organization’s mission, and ends with continual service. Topic 5 – Purpose and Components of the ITIL Service Value System g. " Why InvGate Service Desk is the best helpdesk and ticketing. Identify early and often. 4. Pricing. Demand management. In addition to the guidance laid out by the ITIL 4 Foundation, we’re sharing three helpful principles to enable you and your team to move from cost center to revenue driver, and helping you become a tech leader in the process. Emphasizing quality within your company encourages professionals to create work that exceeds expectations. 4) b) Start where you are (4. And what is more, ITIL is not a standard but a set of recommendations. 19. One is to pile all six tons on one truck and make a single trip. There are several formal ITIL processes that are related to release management, primarily the release and deployment management process, which "aims. For those of you counting, with the release of ITIL 4, the number of guiding principles has gone from nine to seven. This guide provides practical guidance, split into seven main sections, for the service level management practice. Browse. ITIL 4 is designed to be more customizable and flexible. 1. Monitor the results of optimization regularly. • ARCH 301 - Architectural Design III. Responsible in RACI. Pre-Sales/ Post-Sales Support: Support in POCs and After-Sales Support. Our video series about the "simple principles of good service management" on the YaSM site explains these principles in plain language and is perfect to get started. 28 December 2018. 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. Four Service Tiers are identified for services and their related systems based on their criticality: · Tier 3: Business Operational Non. Avoid creating a single SLA for your entire service catalogue. Emphasizing quality within your company encourages professionals to create work that exceeds expectations. There are five steps for complex problem resolution where the principles make sense: Simplifying the focus. According to Andrew, this was important to help address one of the long-standing issues for universities. The IT Infrastructure Library (ITIL) is sometimes referred to as the ITIL foundation or the ITIL framework. ITIL certification is not achievable, because ITIL® is a framework of guidance and not a standard; however, an organization can achieve ISO/IEC 20000 certification. This certification covers the basics and key concepts of ITIL 4. Start Where You Are 4. Gartner prides itself on its reputation for independence and objectivity. ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. Troubleshooting. This class is focused on exam preparation. In essence, the new version encourages a more holistic view of IT. Value streams and workflows. Build and maintain an emergency fund. 1. ITIL's best practices enable a better consumer service experience and, as a result, higher retention of customers. Collaborate and promote visibility. Topic 7 – ITIL Practices i. Vendors in ITIL are external service providers who offer IT services to organizations, and the organization manages vendors by applying the principles of Vendor Management. 4. A low MTTR indicates quick and effective service. If you're ready to take control of your time, work on developing these seven time management skills. Progress Iteratively 6. This is taken from the previous version of ITIL and the ITIL 2011 Glossary: “The implementation and management of quality IT services that meet the needs of the business. As far as ITIL is concerned, it means that we’re moving to a new state in a way that affects IT services or its components. 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. Core principles. Keep it simple and practical. ITSM is a broader discipline that encompasses IT service delivery. Certification will ensure an individual within the organization is an expert in ITIL. It considers all the dynamics of the current organization scenarios like innovation, speed to market, responding to the market dynamics quickly, scaling resources dynamically etc. 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. Test Preparation Guide for LOMA 280 (LOMA, 2017) ISBN 978-1-57974-456-4. 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. ITIL 4 focuses more on the concepts of costs, outcomes, risks, and value. 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. ITIL Version 4 - Compliance: ITIL certification is preferable, to comply with standard ITIL Principles. Becoming a Certified ScrumMaster (CSM) means taking the corresponding course and passing the exam. ITIL v4 is the fourth and most current edition of the IT framework ITIL. The target audience ranges from students to professionals aiming to get acquainted with the new updates. ITIL vs Agile both are very popular. Think and work holistically. If you require in-depth information on a role's tasks and responsibilities, visit and read the main process lessons in which the role pertains to. 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. This register provides details of any individuals who have achieved an. Jobs. 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. Adopting this principle can improve your company's reputation by ensuring that employees. This step was taken to give the best possible outcome from all the resources available. Download the free PDF now. This ensures that ITIL principles are implemented across the organization, leading to the improvement of digital service delivery. It guides teams to a holistic, business and customer-value frame of reference, and. Some of the most important concepts of IT service management, include; Co-creation of value and the nature of value. Value streams and processes. This includes explaining the value of bringing strategic. Objectives increased from 37 to 40. Governance principles ensure that stakeholder needs are evaluated and agreed on based on enterprise objectives, to set direction through. To implement an ITIL strategy effectively, it's important to understand the value and execution of each stage. In this context, a change is an. Between 1986 and 1996 this collection grew to over 30 volumes. Cloud, 4%Transition entire internal IT infrastructure from geographically and technically disparate systems and data centers to a centralized and redundant private. 1. ITIL 4 is designed to be more customizable and flexible. 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. As define in ITIL V3, the 4 Ps of the ITIL service design stage are as follows: People. Air Force CDAIO Eileen Vidrine on leading top-flight AI operations. Lakeside provides IT help desks and service desks with thousands of real endpoint data. 3. Essentially, ITIL is a framework designed to standardize the selection, planning, delivery and maintenance of IT services within an enterprise. how the ITIL guiding principles can help an organization adopt and adapt service management 2. ITIL guiding principles. Gartner prides itself on its reputation for independence and objectivity. ITIL 4 Extension Modules is a stream of two modules that extend the ITIL 4 framework, helping you gain the skills you need for the challenges of the future. 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. Start where you are. The processes include the following: ITIL Service Strategy. In terms of specific ITIL modules, ITIL 4 Leader: Digital and IT Strategy has empowered me to speak to executives at board level. 5k. COBIT 2019 establishes a “ goals cascade ” that starts with stakeholder drivers and needs and ends with governance and management objectives. Before even starting with ITIL implementation, it’s really important that key management figures are introduced to ITIL principles, and committed to ITIL implementation. The well-known ITIL processes from ITIL v3 are now named as the best practices in ITIL 4. Quality Glossary Definition: ISO 9000 series standards. 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. Join now to see all 353 results. The current edition of ITIL, the ITIL 4, is based on earlier iterations and has changed most of the older principles. The main goal of this stage is to build, test, and develop the new or modified services of IT. 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. 42 min read. 14 general management practices. Understanding the NOC’s Role in ITIL Service Operation. These stages are interlinked and are briefly covered in the Free ITIL Foundation Overview course. ; ITIL service design. DevOps The DevOps framework brings together an unattached set of principles that are united, depending on the business needs of an enterprise. Get Demo. Priority #4: Implement ITIL principles. The ITIL 4 Guiding Principles promote collaboration, simplicity, and feedback. With a grounding in ITIL's core principles, certified professionals can help organizations improve service delivery, increase customer satisfaction, reduce costs, and enhance collaboration. ITAM is designed to ensure successful deployment and ongoing support of IT assets. The seven principles defined in ITIL ® 4 are followed while performing every step of the continual improvement model so that there are increased chances of becoming successful, for overall improvement of the services. In simple terms: an IT service catalog is a one-stop resource that provides end users with clear and accurate information on all IT services that an organization’s IT department offers. ITIL Practitioner: Covers the Continual Service Improvement approach and organizational change. It describes how all the components and activities of an organization work together to enable value creation. ITIL emerged in the 1980s as an ad-hoc collection of IT best practices and checklists. 8 BL2 1 2. Rating: 4. List of delivery model strategies are: Insource: when service uses internal resources for all service phases. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments. how the seven ITIL guiding principles can help an organization adopt and adapt service management the four dimensions of service management the purpose and components of the ITIL service value system the six activities of the service value chain, and how they interconnect the purpose and key terms of 15 of the 34 ITIL practices The beauty of the guidance is that it’s principles-based, meaning that ITIL Practitioner is about delivering value. The core of the ITIL v3 framework revolves around the ITIL Service Lifecycle and a set of supporting processes and best practices for each stage. In a study by Market Watch, the global ITSM market size was tallied at $2281. 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. It is an overlapping phase between the Service Transition and Service Operation phases of the service lifecycle. • ARCH 302 - Architectural Design IV. Price. Structure of the TOGAF Architecture Development Method (ADM). In ITIL, it’s a piece of the IT infrastructure management strategy. This document provides practical guidance for the service level management practice. It covers complete spectrum of people, processes, products. It includes monitoring, investigating, escalating and responding to events that occur on the IT platform. 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. Critical incident management defines the alignment of company operations, services and functions to manage high-priority assets and situations. ITIL, as a specific framework within the broader concept of IT Service Management (ITSM), aligns closely with ITSM principles. 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. Practices link to something that can be accomplished using the right resources. From submission and routing, to service request approvals, monitoring, and. The ITIL V3 framework describes five stages in the ITIL service lifecycle: ITIL service strategy. The core principles of the previous edition are still valid today. ITIL is the integrated and process-oriented framework to align the services and operations. This article will discuss what ITIL’s guiding principles look like as behaviors, complete with. TOGAF is a high-level approach to. 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. ITIL 4 Problem Management. Since its 1989 inception by the UK Central Computer and Telecommunications Agency, the ITIL framework has undergone several revisions. See North American course pricing. It still complements the Information Technology Infrastructure Library (ITIL) without replacing it. Keep it simple and practical. These dimensions are applicable to the service value system in general and to specific services. Let’s first explore the definition of a change according to ITIL v4 principles. (Delphi Method) assessments. 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 Service Value System is the ‘big-picture’ architecture of ITIL 4, designed to help service organizations take a more holistic, joined-up approach to service management. The ITIL service value system. 2) Start where you are. The six value chain activities of the ITIL 4 Service Value Chain consist of planning, improvement, engagement, design, transition, obtaining, delivering, and supporting. When developing the principles of the knowledge management practice culture and building the knowledge management capabilities, an organization should consider all four dimensions of service management as well as external factors. Its research is produced independently by its research organization without input or influence from any third party. Axelos defines the following 7 seven guiding principles in the ITIL 4 foundation book. Phases in the ITIL V3 service lifecycle. The seven guiding principles are; Focus on value. 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. ITIL is intended to embody a set of principles—including value, transparency, collaboration, simplicity, holistic approaches, and a focus on user experience. Service Portfolio Manager. Moving on with ITIL Interview Questions. In its current form, known as ITIL 2011, ITIL consists of five volumes. US$765. One of the main goals of ITIL is to ensure that IT services align with. It was designed to allow organizations to establish a baseline. Other useful resources for managing ITIL processes.