As mentioned, ITIL is a series of books covering every major topic of IT management.
Since its inception, the library grew to over 30 volumes.
The release of ITIL version 3 consolidated the volumes into five core titles: Service Strategy pertain to the processes used to identify market opportunities where services can be developed to meet a requirement.
The key areas of this title are Service Portfolio Management and Financial Management. Service Design pertain to all the activities required to develop the strategy in a design document covering every aspect of the propose service.
The key areas of this tile contain Availability Management, Capacity Management, Continuity Management, and Security Management. Service Transition pertains to the implementation of the service design and implementation of a production service or modification to an existing service.
The key areas found under this tile are Change Management, Release Management, Configuration Management, and Service Knowledge Management. Service Transition pertains to the activities necessary to operate the service and maintain functionality.
Key areas in this title are Incident Management, Problem Management, Request Fulfilment, and Event Management. Continual Service Improvement pertains to creating the ability to deliver improvements to the existing services.
This title covers the key areas of Service Reporting, Service Measurement, and Service Level Management. ITIL is a management protocol that change IT management from being IT bound to being business bound and is one of the most used Business Driven IT Management (BDIM) tools.
As mentioned, Web services have become another major driver for how business is done.
Cloud computing services for platforms, applications, even storage, have become available to provide a low cost, low maintenance solution to traditional in-house solutions that consume much of a company’s IT budget as well as their overall business finances.
These services are marketed as pay-as-you-use solutions that have the possibility to fit nicely into a company’s IT strategy either to replace or extend the current infrastructure. Whether a company is looking to utilize one of these services or are providing these services themselves, the opportunity of ITIL is equally important for their focus on effective delivery of IT services.
The problem with applying ITIL principles to the support of web applications is the nature of web application being an interwoven set of resources, web pages, and services.
The problem escalates the more systems that are tied into the web application.
The underlining problem is based on the concern of who to call when a failure occurs.
With traditional network problems, the application administrator was usually the last person to call, having most incidents being routed to network or server administrators to resolve the applicable network or server problems.
Since many web applications are portals for viewing the results of business logic which may reside in those more traditional systems, the incident routing tables may be more convoluted.
However, with careful planning, the adaption of ITIL to meet the requirements for supporting web applications is both possible and highly advantageous. Adapting Service Strategy The Service Strategy is an important aspect of ITIL for companies looking to utilize the web infrastructure to hosting or utilize applications on the web.
The framework focuses on implementing the best practices for developing a long term service strategy. For enterprises looking to utilize the web, this means identifying the potential benefits to utilizing the web for all or part of their IT strategy.
In cases where it is a transition from a traditional approach to using web services, the decision needs to be made pertaining to the transition period from one approach to the next.
But why would a company want to take a web approach to deliver IT services.
Most reasons for such a move for into one of three areas: Scalability, Availability, and Cost. Web services are highly scalable.
This is one of the selling points for the many pay-as-you-go services available on the web.
For using web applications, the company can pay for a single instance of use or multiple instances.
For most business applications, storage is required to house any data that is used with the applications.
The more that application is used, the more storage that is required.
Storage-as-a-service solutions allow companies to define how much storage they need progressively increase their storage as time continues.
The same concept is applied to the data throughput of the network.
Every company will experience spikes in usage every once and while due to increased workloads, new releases, or even effective marketing campaigns.
Web services can scale those increases appropriately to handle those spikes automatically or with prior communication. One of the primary concerns of companies is the availability of their applications and the data used by those applications.
When of the benefits of using the web is inherent ability to increase availability: anyone can access the web at any time or from any location.
This provides a great advantage for a company because they don’t have to increase their current infrastructure to increase availability.
Additionally, proper implementation of workload balancing, backup and restore, and redundancy procedures can provide additional assurances to availability.
Typically, these procedures are part of the service, though additional requirements may be available through a custom design. The greatest benefit of cloud computing solutions is the cost to businesses.
To provide the scalability and availability mentioned, companies traditionally needed to expand their existing infrastructures to provide the physical support required and build traditional fat applications to take over or expand existing software capabilities.
These solutions take on a great cost in time and money for companies.
By utilizing the web, the costs of these solutions are shared with the provider of the service.
In fact, the cost is drastically because the service provider absorbs the buck of the cost with the intention of sharing those portions of the cost with other companies requiring the services. For the company seeking these services, they simply need to understand what they need and find the service provider who is willing to provide it.
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