IT SERVICE MANAGEMENT
|
 |
What is ITIL?
ITILŪ is the only consistent and comprehensive documentation of
best practice for IT Service Management. Used by thousands of
organisations around the world, a whole ITIL philosophy has grown up
around the guidance contained within the ITIL books and the
supporting professional qualification scheme.
ITIL consists of a series of books giving guidance on the
provision of quality IT services, and on the accommodation and
environmental facilities needed to support IT. ITIL has been
developed in recognition of organisations' growing dependency on IT
and embodies best practices for IT Service Management.
The ethos behind the development of ITIL is the recognition that
organisations are becoming increasingly dependent on IT in order to
satisfy their corporate aims and meet their business needs. This
leads to an increased requirement for high quality IT services.
Service Strategy
Service Strategy provides
advice and guidance on designing, developing and implementing
service management – both as an operational capability within an
organisation but also how to use that capability as a strategic
asset. It tries to ensure that consideration is given as to why a
particular activity is to be performed - before an organisation
begins to think about how it will be performed.
Service Design
The Service Design stage of the lifecycle starts
with a set of new or changed business requirements and ends with the
development of a solution designed to meet the documented needs of
the business. This developed solution, together with its Service
Transition Pack, is then passed to Service Transition to build, test
and deploy the new or changed service and on completion of these
activities control is transferred to the Service Operation and
Continual Service Improvement stages of the service lifecycle.
Service Transition
The Service Transition stage of the lifecycle
provides guidance on ensuring that the introduction, deployment,
transfers and decommissioning of new or changed services is
consistently well managed. Service Transition ensures that the
transition processes are streamlined, effective and efficient so
that the risks relating to the service in transition are minimised.
The Service Transition stage of the lifecycle receives input from
the Service Design stage and provides output to the Service
Operation stage.
Service Operation
Service Operation is responsible for all aspects
of managing the day-to-day operation of services, ensuring that
processes and activities are operated (and continue to be operated)
on a ‘business as usual’ basis. Its key purpose is to coordinate and
perform the processes and activities that support the delivery of
the services at the levels defined in the relevant Service Level
Agreements. The scope of Service Operation covers the services, the
service management processes, the underpinning technology used to
deliver those services - and the people used to manage all of these
aspects.
Continual Service Improvement
The Continual Service Improvement is not a
lifecycle stage, but a wrapper used throughout the whole service
lifecycle. It has inputs and outputs for all lifecycle stages. It
focuses on the overall health of Service Management within the
organisation.
|
