“The principles and practices of designing, delivering, and maintaining IT services, to an agreed level of quality, in support of the customer activity.” What causes the most unplanned downtime? Effective IT Service Management is built on integrating people, processes, and technology into a well-designed system based on best industry practices.
If poorly defined IT processes, roles, metrics, and service norms are undermining your effectiveness, you’re not alone.
It’s estimated that 80 percent of unplanned downtime results from people and process issues. You here it over and over, that it has been proven, that the ability to deliver high quality, low cost IT services, like other technical and business implementations, is enhanced if those services are based on consistently applied, methodologies and best practices. ITSM Supported by ITIL If I was asked four years ago the question as to if I believed ITIL was best practice I would have said “no”. Why is that? The original incarnation of what was ITIL in 1990 to about 1997 didn’t change and although it was best practice in the early years could not be regarded as best practice in 2000 if it had remained unchanged, because the world changed the way it delivered services and ITIL didn’t.
This changed in the late 1990’s when the UK government realized that ITIL was no longer best practice and the OGC was formed. IT Service Management Philosophy IT Service Management is the more philosophical view of what you want to achieve.
I liken this relationship to an organizations Vision and Mission.
I see the Vision as something embodying the long term strategy of an organization, where the Mission is usually one or more things that need to be done to help achieve the Vision. The Difference! Why am I using this as an example of the relationship between IT Service Management and ITIL? Because ITIL is the framework that is current best practice to help us understand and achieve quality IT Service Management for the customer. At my last count there were something like 24 separate frameworks and methodologies that support IT Service Management.
Yet most of these are either proprietary knowledge based on ITIL and/or they have a specific focus such as auditing. I leave the reader with a question to ponder.
Where can business and technical managers receive the education and training necessary to exploit standardized processes and best practices to deliver better IT services? For my money it’s IT Service Management with ITIL – that’s where!
Read more about ITIL In : Why is that The original incarnation of what was ITIL….: