K2.14 The Information Technology Infrastructure Library (ITIL®) framework and how this is applied in a
digital infrastructure context:
• service strategy – aligned to business objectives to ensure that the service is fit for purpose and fit for
use
• service design – design of services and all supporting elements for introduction into the live
environment, ensuring that people, processes, products and partners are all considered
• service transition – building and deploying services and ensuring that any changes are managed in a
coordinated way
• service operation – fulfilling requests, resolving failures, fixing problems and carrying out routine
operational tasks
• continual service improvement – continually improving the effectiveness and efficiency of IT
processes and services
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