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What is ITIL?>
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What is ITIL?
ITIL documents industry best practice for the support and delivery of IT services. It was developed in the late 1980’s for the UK government but quickly gained credence in the business community as it is applicable to all organisations whose success depends on the effective use of IT. IT Service Management is a sub-section of ITIL covering Service Support and Service Delivery, and their application to the complete service lifecycle.
Service Support (Operational) | Service Delivery (Strategic) |
| Service Desk The Service Desk is the single point of contact (SPOC) between service providers and Users, on a day-to-day basis. | Service Level Management Service Level Management (SLM) is responsible for ensuring that Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) or contracts are met, and for ensuring that any drop in service quality is kept to a minimum. |
| Incident Management The primary goal of Incident Management is to restore normal service as quickly as possible and minimise the impact of service disruption on the business. | Financial Management for IT Services The goal of Financial Management is to ensure that neither too much nor too little money is spent managing the IT infrastructure. |
| Problem Management The goal of Problem Management is to minimise the impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure (eg PCs, networks, software etc) and to prevent reoccurrence of Incidents related to these errors. | Capacity Management The goal of Capacity Management is to ensure that IT processing and storage capacity matches the evolving demands of the business in the most cost effective and timely manner. |
| Configuration Management Configuration Management lies at the heart of Service Management. It is responsible for recording and managing complete and up-to-date information about all relevant configuration items and the relations between them. | Availability Management The goal of Availability Management is to optimise the capability of the IT infrastructure and supporting organisation to deliver a cost effective and sustained level of availability of that enables the business to satisfy its business objectives. |
| Change Management The goal of Change Management is to manage, control and authorize changes concerning the IT infrastructure, and to implement those changes with minimal impact on services. | IT Service Continuity Management The goal of Service Continuity Management is to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required, and agreed, business timescales. |
| Release Management The goal of Release Management is to ensure new services are released smoothly and effectively into the live environment with minimal impact on existing services. |
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One of the main Objectives of ITIL is to assist IT service provider organisations “to improve IT efficiency and effectiveness whilst improving the overall quality of service to the business within imposed cost constraints”.
The specific goals of IT are to develop and maintain IT
service that:
- Develop and maintain good and responsive relationships with the business
- Meet the existing IT requirements of the business
- Are easily developed and enhanced to meet future business needs, within appropriate time scales and costs
- Make effective and efficient use of all IT resources
- Contribute to the improvement of the overall quality of IT service within the imposed cost constraints.
Some benefits realised by many IT organisations through implementing ITIL and processes based on “best practice” guidelin es [1] include:
- Continuous improvement in the delivery of quality IT services
- Reduced long term costs through improved Return on Investment (ROI) or reduced Total Cost of Ownership (TCO) through process improvement
- Reduced risk of not meeting business objectives, through the delivery of rapidly recoverable, consistent services
- Processes and procedures that can be audited for compliance to “best practice” guidelines.
[1] Research performed by the IT Service Management Forum