ITIL is a comprehensive and best practice for IT service management. ITIL is literally a library of these best practices and as such IT evolves over time. It promotes a quality approach to achieving business efficiency in the use of information systems, although ITL describes and provides check lists, tasks, procedures and responsibilities for many important IT functions. They can be tailored to any IT organization. ITIL focuses on IT Management because IT development life cycle 70 to 80% of time and cost is spent in the operations phase, more and more IT service has to be reliable, consistent, high quality and acceptable in terms of IT Business.
ITIL is intended to assist organizations develop a framework for IT service manager, worldwide ITIL is most widely used best practice framework for IT service management. Driving the development of ITIL is the recognition that organizations are increasing dependent upon IT to satisfy their corporate aims and meet their business needs, this growing dependency needs for growing IT quality services. Quality this is matched to business needs and user requirements as they emerge.
- ITIL is a collection of best practices for IT service management.
- It’s very flexible and can be tailored to any IT organization
- The focus of ITIL is on the management of IT services
- In IT lifecycle 70-80% of time and cost is spend on operations phase
- ITIL is the most widely used framework for IT service management
- ITIL is very flexible and does not dictate what you should do
- Focuses on collection of best practices to be used on need
- ITIL doesn’t require completely new way of thinking /acting
- Provides a structured context for existing methods and activities
- Businesses have high expectation of quality of services (qos)
- IT must concentrate on service quality and a customer oriented approach
What does service delivery in ITIL mean?
Service delivery is concerned with setting up agreements and monitoring the targets
Service support is the mechanism that delivers the service as specified in agreement between the business and IT organization that is providing the business services.
Who is using ITIL?
- Local state and federal governments, public utilities, retail organizations, finance and many other industries
- Some specific examples include IBM, HP, Microsoft, British airways,
Benefits of Using ITIL
- Reduced costs
- Improved IT services in terms of quality
- Improved customer satisfaction, as the customer gains confidence that the IT organization will deliver the services that have been agreed to.
- Documented processes and procedures because as the IT organization becomes more customer focused they find that it’s more beneficial to the organization document all the process which many have previously been
- Improved productivity because the organization is focused on specific goal and objectives and focuses its energies on those goals and objectives rather than experimenting in non-productive areas.
- Improved use of staff skills and experience as the organization implements ITIL techniques the staff skills grow based on work they do with the customers and the sharing of their experience enables everyone on the staffs to increase their skills
- Provision of IT service becomes more customers focused
- Services are described in customer language
- Quality, availability, reliability and cost of services are managed better
- IT Organization archives clear structures
- More efficient & more focused on corporate objectives
- More in control of infrastructure and services
- More service oriented
- Improved communications