For most organisations today technology is an essential part of business; improved IT service delivery and support functions mean greater efficiency and effectiveness of operational delivery.
ITIL® (IT Infrastructure Library) from AXELOS is a series of publications (hardcopy and electronic) focussing on the provision of quality IT services and facilities. ITIL®® is in effect a source of best practice guidance in IT Service Management (ITSM).
What do we mean by Service Management?
Think customer satisfaction – think service. The basis of the term ‘service management’ comes from service industries such as airlines, banks, hotels and telecommunications companies. The term service management is exactly that – a set of capabilities (services) for providing value to customers in the form of services – we are now applying the term specifically in IT.
So why ITIL®?
ITIL is not new – it has been in existence for over 25 years, with ITIL® Version 1 published in 1989.
ITIL® is successful because it is:
- A Practical Approach. ITIL® is about focusing on what works for your organisation and what delivers value to the business.
- Vendor/Supplier Neutral. ITIL® is applicable in any organisation as it is not based on any particular technology platform or industry type; ITIL® is non-proprietary.
- Non-prescriptive. ITIL® offers robust, mature and time-tested practices that have applicability to all types of service organisation. Think ‘adopt and adapt’.
- Best Practice. ITIL® represents the learning experiences and thought leadership of the world’s best-in-class service providers.
A Look Inside ITIL®
So what areas do the core publications cover?
- ITIL® Service Strategy. The generic principles and processes of service management, the ‘axis’ around which the service management lifecycle rotates.
- ITIL® Service Design. Guidance for the design of appropriate and innovative IT services to meet current and future agreed business requirements.
- ITIL® Service Transition. Ensures that new, modified or retired services meet the expectations of the business.
- ITIL® Service Operation. Focuses on coordinating activities and processes required to deliver and manage services at agreed levels.
- ITIL® Continual Service Improvement. Represents learning and improvement so that IT services are aligned with changing business needs.
So Where Next?
ITIL® Foundation provides a sound basis, exploring ITIL® terminology, structure and basic concepts and the core principles of ITIL® practices for Service Management.
Are your modified services meeting business expectations? Are you focusing on processes required to deliver and manage services at agreed levels? Are you focusing on customer satisfaction and service?
Click here for more information on our next ITIL® Workshop.
ITIL® is a registered trade mark of AXELOS Limited.