ITIL Compliance
ITIL is the acronym for the "IT Infrastructure Library" guidelines developed
by the CCTA (now OGC) in Norwich, England, for the British government.
Today, ITIL is the de-facto global standard in the area of service
management. It contains comprehensive publicly accessible specialist
documentation on the planning, provision and support of IT services. ITIL
provides the basis for improvement of the use and effect of an operationally
deployed IT infrastructure. IT service organisations, employees from
computing centres, suppliers, specialist consultants and trainers took part
in the development of ITIL. ITIL describes the architecture for establishing
and operating IT service management. Apart from guidelines for service
management in book form, ITIL provides its users with a range of other
products, for example, in the areas of:
- Training and coaching
- Vocational and professional examinations
- Consultancy
The ITIL books are best practice guidelines for
service management, with the guidelines describing what rather than how. Service
management is tailored to the size, the internal culture and, above all, the
requirements of the company. The impartial view of the external consultant may
help to break away from the rigid structures.
The books provided by ITIL make up the only comprehensive, non-proprietary and
publicly accessible process-related library in this field – a unique and
valuable product for all IT professionals.
Benefits of ITIL
ITIL describes a systematic, professional approach to managing IT services. The
library emphasises the central importance of meeting company requirements
economically. Adhering to the best practice approach described in ITIL has the
following benefits for an organisation:
- Support for the business processes and the
tasks of IT decision makers
- Definition of functions, roles and
responsibilities in the services sector
- Reduced expenditure in developing
processes, procedures and job instructions
- IT services which meet the requirements of
the particular business
- Improved customer satisfaction through
better and measurable availability and performance of the IT service
quality.
- Improved productivity and efficiency
through the purposeful use of knowledge and experience
- Basis for a systematic approach to quality
management in IT service management
- Improved employee satisfaction and reduced
fluctuations in personnel levels
- Improved communication and information
between IT personnel and their customers
- Training and certification of IT
professionals
- International exchange of experience (www.itsmf.com)
An unconditional willingness to become more
customer and service-oriented is a prerequisite. In many enterprises, this will
necessitate a change of the predominant service culture.
The team at Solutec.Net have many years experience of implementing ITIL based
Service Management Desks. We can assist organisations implement all or some
aspects of ITIL best practise;
Service Support:
- Service Desk
- Configuration Management
- Incident Management
- Problem Management
- Release Management
- Change Management
Service Delivery:
- Service Level Management
- Financial Management
- Capacity Management
- Availability Management
- IT Continuity Management
- Security Management
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