• Improved IT job satisfaction through better understanding of capability and better management of expectations • Increased flexibility and adaptability • System-led benefits, EG
Improvements in security, accuracy, speed, availability • Customer focused service delivery, instead of technology driven The importance of these benefits will vary between organizations.
A major problem comes in defining those benefits, in a way that will be measurable later. This is where a proven framework that defines the great majority of the answers for you helps. Introducing ITIL: ITIL is an acronym for IT Infrastructure Library.
It is the de-facto standard that defines a set of processes used commonly in IT environments. But the first question is likely to revolve around why ITIL rather than any other approach to service management.
Let’s have a look at the history of ITIL and then learn more about the processes it defines. CCTA and OGC In 2000 the UK Governments British Treasury established the Office for Government Commerce (OGC) – to deal with all commercial activities within the government.
This included all activities formerly performed by the CCTA/OGC (Central Computer and Telecommunications Agency). The CCTA/OGC no longer exists in its original form.
However, as the department were the original developers of the ITIL framework it is right to acknowledge their work here.
The OGC has continued to build on this early work continually working with industry experts around the world to ensure the framework stays abreast of current trends and practices. The IT Infrastructure Library – Benefits Developed in the late 1980’s, the IT Infrastructure Library has become the worldwide de facto standard in Service Management.
Starting as a guide for British Government, the method proved to be useful to organizations in the industrial, financial and government sectors.
It is now the basis for consultancy services, accredited training, and education and software tools. It is known and used worldwide. So why is the framework growing in popularity? Let us look at a couple of reasons for its success. 1. ITIL is a work in progress.
It is being continually developed.
Continual consultation with Service Management organizations and ITIL user groups means that the library is being restructured and updated to reflect changes in technology and demands for IT related business change. 2. ITIL is commonsense.
No one would argue that ITIL introduces new fundamentals.
Fundaments have been around for a long time.
The fundamentals covered by ITIL will be recognized as new ways of looking at good practices.
The framework neatly packages all the fundamentals into one commonsense set of processes. 3. ITIL addresses all areas.
The actual core ITIL set is comprised of: a. Service Support b. Service Delivery c. Planning to Implement Service Management d. ICT Infrastructure Management e. Applications Management f. The Business Perspective g. Security Management h. Software Asset Management
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