ITIL – Information Technology Infrastructure Library

The following contents obtained from multiple sources including

ITIL® is a collection of best practices related to managing services. It guides service provider organizations in setting up services, and running it efficiently and cost effectively.

Advantage of ITIL

  • increased uptime of services,
  • better response and resolution rates,
  • enhanced quality of service provided,
  • cutting down the cost of services
  • Maybe even passing on the cut backs to the customer who could lead to better customer satisfaction and more business.

ITIL quick facts


A service is a way of supporting customers to achieve their intended goals.

Ex: internet service, blackberry service, telephony, and web hosting. Non IT services are car washes, cable TV, and trash collection.

Release Management

Release management is a software engineering process intended to oversee development, testing, deployment and support of software releases.

Release management usually begins in the development cycle with requests for changes or new features. If the request is approved, the new release is planned and designed. The new design enters the testing or quality assurance phase, in which the release is built, reviewed, tested and tweaked until it is ultimately accepted as a release candidate. The release then enters the deployment phase, where it is implemented and made available. Once deployed, the release enters a support phase, where bug reports and other issues are collected; this leads to new requests for changes, and the cycle starts all over again.


  • A release management can be implementing a new version of software to production.
  • Developers made lot of changes tot he applications and updated the software. We need to implement this new software version into production.

Incident Management

An incident is a disruption of normal service that affects the user and the business. The goal of Incident Management is to restore IT services to the normal state as soon as possible with workarounds or solutions to make sure that it does not affect business.

Problem Management

The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents.

Incident vs Problem

Managing an Incident means fixing the system and to restore the service as soon as possible. While managing a Problem means finding the underlying root causes so that the Incidents do not reoccur.

Change Management

The change management process helps you co-ordinate changes with minimal disruptions and accepted risk.

Ex: A server reboot, Adding CPU, RAM to a server to address a need.

CMDB – Configuration Management Database

CMBD is a database that consists of hardware and software of the environment.

SLA – Service Level Agreement

An agreement between service provider and the customer. It can contain the resolution time to address, resolve issues or incidents etc.

OLA – Operational Level Agreement

An agreement between an IT service provider and another part of the same organization.

For example, Systems team work with Network team for a new project. SLA of Systems Team can be different and SLA for Network team can be different.



Agile is model used mostly in Development / testing. It is opposite to waterfall model. In Agile, development and testers are formed to a team and work for a project. These teams need to deliver their output and implement it in production environment in sprints.

A sprint is usually 2 – 4 week duration. Teams who work in Agile gets continuous feedback from customers and there is improvement from the starting phase of the project.

For example in waterfall model, the customer get the output only at the end of the testing cycle. A waterfall model duration is usually 6 months – 1 year or more in some cases.

Teams who work on Agile model conduct daily scrum meetings. This meeting is conducted by a Scrum master. Here mostly the impediments (issues) are discussed. Unlike a traditional manager, a Scrum master task is to remove any impediment and assist the team to complete the story within the sprint.

For more:


A Story can be a request or issue.


An Epic contains multiple stories. Projects usually comes under Epic.


A Backlog is simply a list of all pending tasks. Backlog can contain stories and Epics.

Scrum Master – Scrum Master’s task is to remove any impediments and assist the team to complete the story within the sprint. He is responsible for conducting daily Scrum meetings. He is not responsible for employee’s promotion, development (growth), appraisals etc.

Scrum and Kanban team usually track their projects using a scrum / Kanban board. It usually consists of To do, In progress and Completed sections. There are boards that are detailed but are as per team’s requirements.

For example a Scrum board can have Development section, code review, Testing, User acceptance, Deployment sections etc.

Scrum meeting – Every scrum team conduct meeting everyday and assign tickets to their queue. The meeting is conducted by a Scrum master. They also talk about their progress and impediments.

ACID – Agile Development, Continuous Integration and DevOps.

SILC – Software Implementation Life cycle



Kanban means story board in Japanese. Kan – Story , ban – board.

Kanban was created by Toyota to improve the manufacturing.

Kanban visually represents the state of work in process. Unlike a task board, the Kanban constrains how much work in process is permitted to occur at the same time. The purpose of limiting work in process is to reduce bottlenecks and increase throughput by optimizing that segment of the value stream that is the subject of the Kanban. A principle difference between Kanban and Scrum is that Scrum limits work in process through timeboxing (i.e. the sprint) and Kanban limits work in process by limiting how much work may occur at one time

ITIL Vs Kanban

Kanban is excellent to track a project while ITIL is good at process. ITIL is about process and not individual. While Kanban or Scrum is about Individual and he or she is responsible for his work. A developer who develops the code is responsible to fix it. While in ITIL it is mostly related to Infrastructure support side, it is more about resolving an issue within the SLA (Service level agreement).


A Kanban model that uses some of the features of Scrum.


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