Information Technology: (ITSM) and (ITIL)
Information Technology Service Management Overview
IT Help Desks began in the mid 1980’s and were originally viewed as low quality centers. Over the last decade the Help Desk profile has developed to become a high-quality customer-facing unit that provides control and measurement over IT service and Support. Alongside this a standard methodology set for service management developed. The IT Helpdesk has evolved from a basic call logging area, to the central point of contact management and information on all IT services. IT service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organization and the need to deliver a high quality IT service.
IT service management (ITSM) is defined as a process-based practice intended to align the delivery of information technology (IT) services with needs of the business, which emphasizes benefits to customers. IT service management deals with how IT resources and business practices in together, are delivered in such a way that the end-user experience the most desired result from the accessed IT resource, application, business process or an entire solution stack. IT service embarked upon a path of implementing ITSM frameworks in early 2010 with the goal of establishing a common and convenient way for all faculty, staff and students to interact with IT Services, whether requesting a service, finding an answer to a question, or requesting assistance. ITSM helps organizations define processes which insure that these interactions generate a set of consistent, timely responses that ensure a high level of service quality.
IT service management has extended the basic help disk, to encompass the processes and solutions needed to deliver high quality IT service. IT service management is designed to focus on the people, processes and technology issues that IT organizations face. According the status of the group and the staff required to deliver the service has risen over the last few years, as management appreciate the real business value delivered by a business orientated and proactive Desk and ITSM Operation. IT service management is built around processes and practice that gauges the en-to-end delivery of IT solutions rather than their development. ITSM measures the operational efficiency of a solution in meeting the service level expectations of the end-user and how technical IT manages these systems to deliver the desired service level.
ITSM audits are based on analysis of four key performance indicators in specific ways:
-Growth and value, which involves tracking revenue growth against investment and utilization.
-Budget adherence, which involves optimizing the use of available funds and avoiding unnecessary expenditures.
-Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided.
-Communication effectiveness, which involves examining customer feedback and gauging customer satisfaction and awareness.
ITIL (Information Technology Infrastructure Library) is one such comprehensive suite of best practices, procedures, standards and an authoritative framework for ITSM which helps organization and individuals to govern IT services in a structured format and ensure meeting service standards both within the organization and across third party service providers. A thorough ITSM audit allows enterprise executives and management personnel to determine the status of various processes and identify potential problem areas. In order to function well, ITSM requires in-house expertise. One way to ensure this is to have key individuals within the organization obtain ITIL Foundation certifications regulated by the ITIL Certification Management Board (ICMB). Third-party auditing is another option, although it carries some risk of product bias because outside auditors may have vendor-specific knowledge or preferences.
Information Technology Infrastructure Library (ITIL)
Information technology infrastructure library (ITIL) is a widely accepted best practices framework for IT service management (ITSM). ITIL includes practices, checklists, tasks and procedures documenting the role of the ITSM function. Additionally, ITIL is supported by a qualification scheme, accredited training organizations and implementation third-party (also called ITIL-aligned) assessment tools. It was created in the 1980s by The UK government’s Central Computer and Telecommunications Agency (CCTA) to help organizations with their IT investments by efficiently meeting their business requirements and goals. ITIL describes a set of good practices in the provisioning, management, and support of services by the IT community. It encourages the IT organization to re-imagine all of its processes in a customer-centric way. Additionally, a prime focus of ITIL is Continual Service Improvement, commonly called CSI. The principle behind CSI is that there must be a non-stop process of review, alignment, and renewal. It drives the organization to review every aspect of itself emphasizing that everything has a life-cycle from introduction to retirement. ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.
The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.
The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.
Adopting ITIL can offer users a huge range of benefits that include:
-improved IT services
-improved customer satisfaction through a more professional approach to service delivery
-improved use of skills and experience
-improved delivery of third party service.
ITIL leaves the implementation details to the discretion of the organization. ITIL v2 was introduced in 2000/2001 and consists of eight books, each corresponding to a specific discipline.
These eight books are:
-ICT Infrastructure Management
-The Business Perspective
-Software Asset Management
-Planning to Implement Service Management
An additional book, Small-Scale Implementation, was added in 2007. ITIL v3, published in 2007, consists of five volumes.
Each volume corresponds to a discipline, as follows:
-Continual Service Improvement
In varied industries and markets, many of the world’s largest organizations have implemented ITIL in some form. Examples include Microsoft, HP, NASA, the UK National Health Service, HSBC and the Disney Company. ITIL has been adopted by thousands of organizations worldwide, such as NASA, the UK National Health Service (NHS), HSBC bank and Disney (TM). ITIL is also supported by quality services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British telecom (BT).A comprehensive qualifications scheme offering a variety of training courses and certifications has been developed against the guidance. This scheme can help organizations to effectively implement ITIL, achieving success by ensuring that employees have the relevant knowledge, skills and techniques, but most importantly, ensuring the entire organization is using a common language and are fully invested in the process. ITIL Best Practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance. Organizations can therefore implement ITIL to achieve organizational certification.