ITIL® is the most widely accepted approach to IT service management in the world; it focuses on aligning IT services with the needs of the business.
IT service providers and IT professionals in a wide range of roles
ITIL was created in the 1980s by the UK government’s CCTA (Central Computer and Telecommunications Agency) with the objective of ensuring a better use of IT services and resources. ITIL is owned by AXELOS; the current version is ITIL 2011 (published July 2011), which updates ITIL v3.
ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth. The ITIL best practices are described in five core guides that map the entire ITIL Service Lifecycle. (See figure below)
- Service Strategy – understanding who the IT customers are, the service offerings to meet their needs, and the IT capabilities and resource to deliver the services
- Service Design - assures that new and changed services are designed effectively to meet customer expectations, including the technology, architecture and processes that will be required
- Service Transition - the service design is built, tested and moved into production to assure that the business customer can achieve the desired value
- Service Operation - delivers the service on an ongoing basis, including managing disruptions to service and supporting end-users
- Continual Service Improvement - measures and improves the service levels, the technology and the efficiency and effectiveness or processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do-Check-Act
Scope and constraints:
IT Service Management lifecycle from service strategy through design,transition, live operation and continuous improvement. Used in organizations large and small, across many different sectors worldwide.
Supported by quality services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors.
The updated guidance reflects the latest international standards relating to service management, including the 2011 edition of ISO/IEC 20000.
- Universally accepted as the good practice guidance for IT Service Management, with process and service focus
- Supported by a vast community of ITIL practitioners, gathered around itSMF (IT Service Management Forum)
When implementing ITIL-based IT Service Management processes in an IT provider organization, the most common pitfalls are:
- Narrow focus on the IT Unit’s technology and process perspectives to gain incremental improvements (the organization should be embarking on a radical transformation journey to run IT as a business)
- Failing to do an assessment before implementing ITIL practices (identifying how the current organization structure compares to the ITIL framework and the changes to the organization and its culture that will be needed)
- Short term expectations (it is not a quick fix, achieved with just a handful of personnel trained and the purchase of some ITIL tools).
Want to know more?
VHP offers two book publications on ITIL 2011 Edition, both are endorsed by AXELOS:
- IT Service Management Based on ITIL® 2011 Edition, available in English and Dutch
- ITIL® 2011 Edition – A Pocket Guide, available in English, German and Dutch
Title: IT Service Management Based on ITIL® 2011 Edition
Author: Pierre Bernard
Price: € 34,95 (VAT excl.)
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