What is ITIL? The Five Stages of ITIL
As a process consultant for a Platinum Atlassian Solution Partner, my responsibilities include helping our customers set up their ITSM solutions and providing guidance in-line with best practices and industry standards. The ITIL framework has been accepted as a collection of best practices for ITSM and the ITIL processes are designed in a Plan-Do-Check-Act cycle with the end goal being continual improvement. The Five Stages of ITIL are as follows:
Stage 1: Service Strategy - Understanding customer needs and determining which services and capabilities will provide the most value
Stage 2: Service Design - Designing new services or changes and improvements to existing services
Stage 3: Service Transition - Coordinated effort to build and deploy services
Stage 4: Service Operation - Fulfilling requests, fixing problems and performing maintenance tasks
Stage 5: Continual Service Improvement - Capturing lessons from successes and failures and incorporating those learnings in the process
Getting Started with ITIL and the Atlassian Suite
Based on the Five Stages of ITIL, I'll walk through how the Atlassian suite of products can help you and your company continuously improve your ITSM offerings.
Stage 1: Service Strategy - Confluence and Jira
In the strategy phase, you are gathering market research and determining customer needs. Confluence is a great place to document these ideas and requirements. When integrated with Jira, you will be able to create a Jira issue for each requirement from the Confluence page.
Stage 2: Service Design - Confluence
In the service design phase, you are determining the services and service levels based on the decisions made in the strategy phase. You will want to document these design decisions in Confluence. Confluence also has built in diagram capabilities for modeling processes.
Stage 3: Service Transition - Jira and Jira Service Management
In the service transition phase, you will use Jira to track the work on the requirements while you build the services in Jira Service Management. Jira Service Management will allow you to create different services, workflows, permissions, SLAs and automations. You can also customize the portal and what the customers see.
Stage 4: Service Operation - Jira Service Management and Confluence
In the service operation phase, you will use Jira Service Management queues to manage requests and you can communicate with customers through the Jira Service Management tickets. Confluence will be used to document fixes and how-to articles. Customers will also have access to Confluence's Knowledge Base – as a way to identify or resolve in a self-service manner.
Stage 5: Continual Service Improvement - Jira Service Management and Confluence
In the continual service improvement phase, you will use Jira Service Management's satisfaction surveys and documented lessons learned in Confluence to help determine how to improve services.
After all of this - Rinse and repeat.
Building an ITSM Solution
By utilizing the Atlassian tools, you have many of the recommended capabilities to create a great ITSM solution that is continuously improving. If you don't have the time, resources, or experience to do this yourself – Praecipio Consulting offers an ITSM QuickStart that can set you up with many of these recommended practices (in a fraction of the time it would normally take to design and develop your own ITSM solution). To learn more about the ITSM QuickStart or other services please visit our ITSM consulting offering.