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ITIL
DefinitionITIL, Information Technology Infrastructure Library, is a customizable framework of best practices that help deliverIT services and promote process improvement of services.HistoryThe British government sought to improve the quality levelof IT Services in the 1980s. The Central Computerand Telecommunication Agency developed a framework for providing fiscally responsible and efficient IT services.In the 1990s, the framework was widely being adopted by large companies and government agencies throughout Europe. In 2007, ITIL's version 3 was released. HP Webinar ITIL v3 Report Benefits Reduced costs Improved IT services Increased productivity Higher customer satisfactionv3While v2 emphasizes process lifecycle and alignment of IT to the business. Version 3 focuses on the management of the lifecycle of the services IT provides, and the creation of business value. | |
In other words v3 aims to more directly impact a companiesROI as where v2 was more concerned with the following ofprocesses. Service Strategy - this volume consists of Service Portfolio Management and Financial Management. The purposeof this volume is to deliver services that provide a strategicadvantage to internal or external customers. It is concernedwith the design, implementation, maintenance and continualimprovement of service.Service Design - areas of responsibility for this volumeare Availability Management, Capacity Management, Continuity Management and Security Management. Service Transition - this volume consists of Change Management, Release Management, Configuration Management and Service Knowledge Management.Service Operation - areas of responsibility for this volumeare Incident Management, Problem Management and Request Fulfillment.Continual Service Improvement - key areas are Service Reporting, Service Measurement and Service Level Management.v2 FrameworkService Support Ensures that the user has access to the appropriate IT servicesto support their business. This included the following services. Service Desk - Provides a single point of contact between the users and IT services.Incident Management - To help ensure optimal availability of operational services and to provide fast restoration of operational services in case of an outage.Problem Management - To identify the root cause of an incident and then to take steps to prevent this cause from being an issue in the future.Configuration Management - The process of tracking all the changes, sometimes called configuration items (CI), in a system.Change Management - Implements and ensures standardized procedures are followed for requesting, making and recording of all changes to a system.Service Delivery Service Level AgreementCapacity ManagementIT Service Continuity ManagementAvailability ManagementFinancial ManagementService Management Implementation Security Management ICT Infrastructure Management ICT Design and PlanningICT Deployment ManagementICT Operations ManagementICT Technical SupportBusiness Perspective Application Management ITILv3 for Small BusinessesNow, for small to mid sized businesses the issues and challenges they face are different from that of larger businesses. Obviously, they have fewer workers, they can have significantly lower budgets and less structured environments. However, that does not mean that they can not benefit from a framework of best practices that optimizes services, provides better cost controls and more closely aligns with the underlining business.
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