Saturday, July 12, 2008

ITIL (Information Technology Infrastructure Library)

ITIL v3 comprises 5 key volumes:

  • A framework to build best practice in developing a long term service strategy
  • Includes general strategy, competition and market space, service provider types, service management as a strategic asset, organization design and development, key process activities, financial management, service portfolio management, demand management, and key roles and responsibilities of staff engaging in service strategy
  • The design of IT services conforming to best practice, and including design of architecture, processes, policies, documentation, and allowing for future business requirements
  • Includes topics such as Service Design Package (SDP), Service catalog management, Service Level management, designing for capacity management, IT service continuity, Information Security, supplier management, and key roles and responsibilities for staff engaging in service design
  • Relates to the delivery of services required by the business into live\operational use, and often encompasses the "project" side of IT rather than "BAU" (Business As Usual)
  • Includes Asset and Configuration Management, Transition Planning and Support, Release and deployment management, Change Management, Knowledge Management, as well as the key roles of staff engaging in Service Transition
  • Best practice for achieving the delivery of agreed levels of services both to end-users and the customers
  • Includes balancing conflicting goals (e.g. reliability v cost etc), Event management, incident management, problem management, event fulfillment, asset management, service desk, technical and application management, as well as key roles and responsibilities for staff engaging in Service Operation
Continual Improvement (CSI)
  • Aligning and realigning IT services to changing business needs (because standstill implies decline) by identifying and implementing improvements to the IT services that support the Business Processes
  • The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. In order to manage improvement, CSI should clearly define what should be controlled and measured. CSI needs to be treated just like any other service practice. There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned,and activities identified in order to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting
See: The Official ITIL Website

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