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!
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