Originating in England in the late 1980's, the IT Infrastructure Library (ITIL) describes the world's most widely accepted approach to IT service management (ITSM). ITIL defines twelve processes involved in managing IT infrastructure and delivering IT services throughout an enterprise. ITIL also defines the relationships between the various processes and how they interact with each other.

By implementing ITIL-ITSM processes across the organization as a way to improve the delivery of IT services and centralize enterprise-level IT Service Management processes, the management and delivery of services become much more defined. The results are a reliable, high-quality, well-managed IT services group and the establishment of central ownership and responsibility for IT Service Management within the enterprise. These benefits; along with the added benefit of reducing IT operational costs by as much as 25% net, make ITIL-ITSM the standard in technology and professional technology management.

Some ITIL Program Objectives

  • Transform an enterprise into a service oriented process driven organization
  • Increase service reliability by automating where it makes sense, eliminating redundancy and single points of failure where possible
  • Decrease the adverse impact to service and infrastructure that software releases and configuration changes have on customer satisfaction
  • Reduce unplanned outages
  • Create enterprise wide procedures for Change Management, Configuration Management, Release Management, Incident Management, Problem Management and Service Level Management processes
  • Establish a Change Advisory Board

Think of  ITIL as a body of best practices used world-wide for IT operations management and service support.  As a result of the policy, all enterprise stakeholders are required to use similar processes, terminology and performance measures possibly for the first time. ITIL will contribute to a significant improvement in the maturity of any IT enterprise and bring clarity to the processes, infrastructure, and service agreements within the organization. This visibility quickly identifies areas of inefficiency and areas of improvement which contribute to an overall reduction in the cost of IT operations. The standards also act to provide a foundation for services that are measured by methodologies which provide a framework for Performance Based Service Contracting (PBSC).

By streamlining the communications between technology and the enterprise customers overall business efficiency gains often are exposed across enterprise business units, further adding to the return on investment of ITIL-ITSM standards.

Like a true library the ITIL structure has many volumes that cover specific areas of importance.

Service Support Library

·          Service Desk / Incident Management

·          Problem Management

·          Change Management

·          Configuration Management

·          Release Management

Service Delivery Library

·          Availability Management

·          Capacity Management

·          IT Service Continuity Management

·          Financial Management for IT Services

·          Service Level Management

Additional Volumes

·          Security Management

·          IT Services Organization

·          Planning and Control of IT Services

·          The Business Perspective

·          Application Management

·          Customer Liaison

·          Managing Facilities Management

·          Quality Management for IT Services

·          ICT Infrastructure Management

·          Planning to implement ITIL

 

To find out more about ITIL-ITSM contact
Todd Whitehurst at (817) 793-9579