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The IT Infrastructure Library (ITIL) represents best practice in IT service management. ITIL was created by the UK Government agency CCTA and ...

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What Is ITIL v3?
By Helmut Schindlwick

What is ITIL?

The Information Technology Infrastructure Library (ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.

ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).

ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.

ITIL is owned and maintained by the UK Office of Government Commerce is committed to the maintenance of alignment between future versions of and ISO/IEC 20000.

What is the history of ITIL?

The need for emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA) was tasked with developing a framework for efficient and financially responsible use of IT resources.

The earliest version of was called GITIM, Government Information Technology Infrastructure Management.

Many large companies and particularly government agencies in Europe very quickly adopted the framework during the early 1990s.  was spreading far and was used in both government and non-government organisations. As it grew in popularity, both in the UK and across the world, IT itself changed and evolved, and consequently so did ITIL.

ITIL v.2 was released in 2001 and lasted until 30th May 2007, when it was officially replaced by v.3. This essentially meant the publication of five new 'core' guides and the introduction of new, credit-based qualifications. However, the v.2 books are still available in print and online format from TSO (the official publishers), and the v.2 qualifications are still offered and recognised as industry standards.

 

ITILv3 is organized into a series of five volumes (the books): Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. These in turn describe a closed loop feedback system that provides feedback throughout all areas of the lifecycle. The volumes continue to provide a framework of best practice disciplines that enable IT Services to be provided effectively.

What are the 5 books of ITIL?

The Service Operation Volume of version 3 embodies practices in the management of Service Operation. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services, so to ensure value for both the customer and the service provider. Strategic objectives are ultimately realized through Service Operation, therefore making it a critical capability. Guidance is provided on how to maintain stability in Service Operation, allowing for changes in design, scale, scope, and service levels.

The Service Transition volume of 3 provides guidance for the development and improvement of capabilities for transitioning new and changed services into operations. This publication provides guidance on how the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operation, whilst controlling the risks of failure and disruption. The publication combines practices in release management, program management, and risk management, and places them in the practical context of service management. It provides guidance on managing the complexity related to changes to services and service management processes; preventing undesired consequences while allowing for innovation.

The Service Design volume of 3 provides guidance for the design and development of services and service management processes. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets. The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels and conformance to standards and regulations. It guides organizations on how to develop design capabilities for service management.

Service strategy provides guidance on how to design, develop and implement service management, not only as an organizational capability but as a strategic asset. Guidance is provided on the principles underpinning the practice of service management, which are useful for developing service management policies, guidelines and processes across the service lifecycle. The guidance Service Strategy model in 3 is useful in the context of Service Design, Service Transition, Service Operation, and Continual Service Improvement. Topics covered in Service Strategy include the development of markets, internal, and external, service assets, service catalogue and implementation of strategy through the service lifecycle. Financial Management, service portfolio management, organizational development and strategic risks are among other major topics.

Continual Service Improvement provides instrumental guidance in creating and maintaining value for customers through better design, introduction and operation of services. It combines principles, practices and methods from quality management, Change Management and capability improvement. Through this model of 3, organizations learn to realize incremental and large-scale improvements in service quality, operational efficiency and business continuity. Guidance is provided for linking improvement efforts and outcomes with service strategy, design and transition.

Helmut Schindlwick is working as consultant in the following areas Enteprise Architecture (EA), Business Process Analysis (BPA), Business Process Management (BPM) and Governance, Risk and Compliance (GRCA) since many years. Please come and visit my MyVideos

 

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