Discusses the reason WHY the IT service is needed, and to what extent the service would be needed by the customers. Service Design Design consideration and Quality criteria for the Service that is to be created AND the environment that is required to support the service to the customer’s needs. Service Transition Control and risk mitigation strategies while the new – or changed – service is moved into the Production environment. Service Operations Activities and departments that are needed to support the IT Services on an ongoing basis to the standards that have been agreed upon with the customer. Continual Service Improvement Methodologies for the ongoing improvement of the services, the IT environment and its processes. One important thing to remember is that ITIL is a FRAMEWORK, it is not a prescriptive set of checklists, nor is it a standard.
The ITIL books provide the reader with guidelines on what is generally considered to be good practice (based on 20+ years of experience). The processes described in the books are aimed at the management of activities in an IT organization, irrespective of company size and technology use.
The processes are completely independent of any type of hardware or software that is (or will be) available on the market. In 2005, the International Standards Organisation (ISO) published an independent standard for IT Service Management, called ISO/IEC 20000.
This standard consists of BEST PRACTICE requirements (part I) and guidance (part II) for the control and management of Service Management processes in an IT organisation.
This standard is mostly based on the ITIL Framework. REASONS FOR IMPLEMENTATION The reason for the implementation of ITIL Service Management is varied, but most of the companies seem to have the desire to formalize their IT Service Management practices to achieve one or more of the following benefits: Improve the quality and efficiency of IT Services Comply with management or business requirements Follow global standards Reduce IT Costs Achieve regulatory compliance, or standards certification Address a specific IT Operational issue The top benefit gained from ITIL implementation is improved customer satisfaction.
Other benefits include delivery of IT services in accordance with agreed service levels and improved IT service reliability.
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