ITIL – Information Technology Infrastructure Library
ITIL is a good source of industry-standard best practices. It provides a common language for the different groups within a business to discuss ITSM.
ITIL is a framework, not a solution. ITIL is based on the best practice which may not necessarily the standard practice. It tells what should be done, but not how to do it. Since adhering to industry best practices is key to the entire process, ITIL and Service Management can be instrumental in optimizing service quality, improving service levels, reducing service delivery costs and maximizing the business value of IT.
The IT Infrastructure Library, ITIL, in simple terms is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM). This framework defines how Service Management is applied within specific organisations. The ITIL (IT Infrastructure Library) consists of 5 volumes: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Although the UK Government originally created the ITIL, it has rapidly been adopted across the world as the standard for best practice in the provision of information technology services. As IT services become more closely aligned and integrated with the business, ITIL assists in establishing a business management approach and discipline to IT Service Management, stressing the complementary aspects of running IT like a business. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. The core of Service Management is transforming resources into valuable services.
The IT Infrastructure Library (ITIL) is the world’s most comprehensive and respected source of information about IT processes. Recently the introduction of new ITIL v3, provides a framework for service provision for both business and IT. It has been adopted by many organizations around the world, and leading consulting and educational bodies, including HP, offer ITIL training and certification programs for IT professionals. In fact, it has become clear that if your organization has not yet moved to implement ITIL best practices relevant to everyday service management operations, you’re likely to be at a distinct disadvantage as you confront key questions facing virtually every IT organization:
· Are you equipped to consistently meet your service-level agreements?
· Are processes in place to ensure continuous business-IT alignment?
· Does the business agree that your organization is delivering significant value?
· How do you cost-justify needed IT investments?
· How can you spend less on routine IT service maintenance – and use the savings for IT service innovation?
· Which service-related investments are likely to bring the highest payback?
Addressing these key questions, Service Management helps IT organizations align with the business and become more agile and adaptable to dynamic market conditions. But customer needs and priorities change. New governance models emerge. Technology advances. New standards are issued. New regulations are promulgated.
Take away:
Even the best management models need periodic revamping, and ITIL is no exception. ITIL, the world’s most widely used, best practice approach to Service Management. The touchstone for best practice, is currently being updated by an international group of expert contributors.
ITIL HISTORY and Versions
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. The operational procedures and practices are supplier independent and apply to all aspects within the IT Infrastructure.ITIL was originally created by the CCTA under the auspices of the British government, and ITIL is a registered trademark of the UK Government’s Office of Government Commerce (usually known as the OGC).The ‘library’ itself continues to evolve, with version three, known as ITIL v3, being the current release.
This comprises five distinct volumes:
1) ITIL Service Strategy;
2) ITIL Service Design;
3) ITIL Service Transition;
4) ITIL Service Operation; and
5) ITIL Continual Service Improvement
Within these sets are the specific descriptions and definitions of the various ITIL practices and disciplines. The contents of two most commonly used sets within the previous release, Service Support and Service Delivery are broadly still present and are as follows:
1) Incident Management;
2) Problem Management;
3) Configuration Management;
4) Change Management;
5) Release Management;
6) Service Desk; Service Level Management;
7) IT Financial Management;
Capacity Management;
9) Availability Management;
10) IT Service Continuity Management;
11) IT Security Management.
ITIL VERSION 2
Version 2 of ITIL (IT Infrastructure Library) consisted of 7 sets: Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Applications Management; Security Management; The Business Perspective. However, the main focus was generally divided into two main areas, known as ITIL Service Delivery and ITIL Service Support.
Service Delivery:
Service Delivery is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer.
In includes 5 disciplines:
1) Service Level Management,
2) Capacity Management,
3) Continuity Management,
4) Availability Management, and
5) IT Financial Management
Service Support:
Service Support is the practice of those disciplines that enable IT Services to be provided effectively.
The 6 Service Support disciplines are:
1) Configuration Management,
2) Incident Management,
3) Problem Management,
4) Change Management,
5) Service/Help Desk and
6) Release Management. ITIL VERSION 3
The release of the new version of ITIL brought with it an important change of emphasis, from an operationally focused set of processes to a mature service management set of practice guidance.
It also brought a rationalization in the number of volumes included in the set, which now comprises the following:
· Service Strategy
· Service Design
· Service Transition
· Service Operation
· Continual Service Improvement
Certification
There are three levels of certification for ITIL: Foundation Certificate, Practitioners Certificate and Managers Certificate. More information can be obtained from ITSM or HP ITSM Website