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Planning to Implement Service Management Green Book)

Planning to Implement Service Management Green Book)



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Published by: api-3744926 on Oct 15, 2008
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Organisations are increasingly dependent on electronic delivery of services to meet Customer needs.
This means a requirement for high quality IT services, matched to business needs and User
requirements as they evolve.

OGC's ITIL( IT Infrastructure Library) is the most widely accepted approach to IT Service
Management in the world.ITIL provides a cohesive set of best practice, drawn from the public and
private sectors internationally, supported by a comprehensive qualification scheme, accredited training
organisations, implementation and assessment tools.

Bob Assirati

The ethos behind the development ofITIL (IT Infrastructure Library) is the recognition that organisations are increasingly dependent upon IT to satisfy their corporate aims and meet their business needs. This growingdependency leads to growing needs for quality IT services - quality that is matched to business needs and User requirements as they emerge.

This is true no matter what type or size of organisation, be it national government, a multinational conglomerate, a decentralised office with either a local or centralised IT provision, an outsourced service provider, or a single officeenvironment with one person providing IT support. In each case there is the requirement to provide an economical service that is reliable, consistent and fit for purpose.

IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation.ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.ITILService Management processes are intended to be implemented so that they underpin but do not dictate the

business processes of an organisation. IT service providers will be striving to improve the quality of
the service, but at the same time they will be trying to reduce the costs or, at a minimum, maintain
costs at the current level.

The best-practice processes promoted in this book both support and are supported by the British Standards Institution's Standard for IT Service Management (BS15000), and the ISO quality standard ISO9000.

The authors
The guidance in this book was distilled from the experience of a range of authors working in the
private sector in IT Service Management. The material was written by:
Vernon Lloyd
Fox I T
Louk Peters
PinkRoccade - The Netherlands
Kathryn Rupchock
Paul Wilkinson
PinkRoccade - The Netherlands

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