Beginners notes HR Outsourcing – managing the Technology and processes made easier through IT Service Management & the ITIL Framework Table of Contents TOC \o “1-3” \h \z HYPERLINK \l “_Toc32659291” 1 Table of Contents PAGEREF _Toc32659291 \h 2 HYPERLINK \l “_Toc32659292” 2 Start Here. PAGEREF _Toc32659292 \h 4 HYPERLINK \l “_Toc32659293” 2.1.1 An ITIL management model PAGEREF _Toc32659293 \h 5 — Start Here. This document is designed to answer many of the questions about IT Service Management and the ITIL Framework. The document has evolved over many years and offers the reader the chance to quickly learn through reading and re-reading a lot of the theory behind ITIL (IT Infrastructure Library).
It provides answers, but it will also raise some questions for the reader. It is a beginner’s document.
It tells stories. An ITIL management model The candidate has knowledge of the following ITIL management model. — Planning to implement Service Management The Service Support, Service Delivery and Security Management books are regarded to be the core of the framework.
These books cover the processes you will need to delivery customer-focused IT services according to your customers’ needs, demands and wishes.
It helps the IT group to be flexible and reliable enough to ensure a consistent IT Service Delivery.
The other books in the library support the core processes. History During the late 1980’s the CCTA (Central Computer and Telecommunication Agency) in the UK started to work on what is now known as the Information Technology Infrastructure Library (ITIL). Large companies and government agencies in Europe adopted the framework very quickly in the early 1990’s and the ITIL framework has since become known as an industry best practice. ITIL has become the standard in delivering IT Services for all types of organisations.
Both government and non-government organisations benefit from the process driven approach, regardless of the size of the IT shop. ITIL is used globally; the majority of IT organisations in the following countries use it as their way of delivering IT services: UK The Netherlands Germany France USA South Africa Australia In 2000 the British Treasury set up the OGC – Office for Government Commerce – to deal with all commercial activities within the government.
This also includes all activities formerly done by CCTA (Central Computer and Telecommunications Agency).
Even though the CCTA no longer exists, we still mention it in this syllabus because they were the original developers of the ITIL framework. In 2000, Microsoft used ITIL as the basis of their Microsoft Operations Framework (MOF) to support the launch of their ‘Datacentre’ product. In 2001, ITIL version 2 was released with the Service Support Book and the Service Delivery book.
The other books (and CD-ROMs) are currently being published. Groups involved ITIL is a Public Domain framework, meaning that even though the copyright rests with OGC, every organisation can use the books to implement the processes in their own organisation.
This also supported the growth in the number of supporting services like training, tools and consultancy services.
The important part is that the framework is independent of any of the vendors. EXIN and ISEB are the examination bodies that organise and control the entire certification scheme.
They guarantee that the personal certification is fair and honest and independent from the organisations that delivered the course.
EXIN is based in the Netherlands and ISEB is part of the British Computer Society.
Both bodies give out accreditations for training organisations to guarantee a consistent level of quality in the course delivery.
Read more about ITIL Framework : Beginners notes HR Outsourcing managing the Technology and processes made….: