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ITIL Best Practices For Managing Your Infrastructure
ITIL Best Practices For Managing Your Infrastructure
ITIL Best Practices For Managing Your Infrastructure
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ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. IT Infrastructure Library is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2009 Learning Tree International. All Rights Reserved.
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T A B L E
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C O N T E N T S
1.0 Introduction 1.1 The Challenges of IT and the Business
Pressures to decrease cost, increase reliability and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the stage of ITs evolution at which innovation must translate into overall process improvements, as it did in the mainframe world 20 years ago. This quest for process improvement is the root cause of a universal interest in best practices and in frameworks such as IT Infrastructure Library (ITIL). Forrester, September 1, 2005 To ensure smooth operation, businesses depend on Information and Communication Technology (ICT). This dependency ranges from availability of systems, and ability to handle computing and information capacity requirements, to the simpler break/fix of end users computers. It is essential that IT understands the business that it serves in order to deliver cost-effective and cost-justified IT service provisioning.
1.0 Introduction . . . . . . . . . . . . . . . . . . . . 1
1.1 The Challenges of IT and the Business . . . . . . . . . . . . . . . . . . . 1
Benefits realized by many IT organizations through the implementation of ITIL and processes based on best practice guidelines are:
Greater alignment of IT services, processes and goals with business requirements, expectations and goals Improved business profitability and productivity Support staff that are more aware of business processes and business impact A reduction in overall management and support costs leading to reduced Total Cost of Ownership Improved service availability and performance, leading to increased business revenue Improved service levels and quality of service
Source: An Introductory Overview of ITIL v3, itSMF 2007
6.0 More Information . . . . . . . . . . . . . . . 6 7.0 Bibliography/Reference/ Further Reading . . . . . . . . . . . . . . . . . 6 8.0 Resources . . . . . . . . . . . . . . . . . . . . . . . 7 About Learning Tree International. . . . . . . 8 About the Author . . . . . . . . . . . . . . . . . . . . . 8
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ISO: The International Organization for Standardization, ISO, has published more than 17,500 standards, including: ISO 9004 Quality Management, ISO/IEC 27002 Information Technology Security Techniques and ISO/IEC 20000 IT Service Management.
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IT Service Management has matured since Version 2 was published in 2000, and Version 3 addresses this in the following ways:
Version 2 talked about: Version 3 emphasizes:
The challenge IT often faces is that a need exists and someone steps up, or is assigned, to fill the need. As the organization grows, over years and even decades, it can become less and less effective because the additions of duties and staff have been done without the bigger picture in mind. Without formal processes, a simple request for service could take days or weeks to complete, leaving the end user, someone from the business, waiting impatiently. In either case, their ability to function at optimal efficiency is compromised. Enter ITIL, documented best practices, with high-level processes and descriptive advice for managing the infrastructure. It describes the best practices for the common areas within the infrastructure and advocates a key message. The message: align IT with the business requirements.
Business and IT Alignment Value Chain Management Linear Service Catalogues Collection of Integrated Processes
Business and IT Integration Value Network Integration Dynamic Service Portfolios Holistic Service Management Lifecycle
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Measuring Accomplishments: Understanding the effectiveness of the implementation should not be overlooked. How will you know when you have reached the ideal state? Have all the proposed accomplishments been achieved? In many cases, the ideal state will be achieved through a series of small milestones. This approach allows organizations to absorb the changes slowlyhowever, it also involves a longer journey of continuous change.
Critical success factors and key performance indicators will play a key part in your ITIL implementation. Measurement and control make up parts of the Service Design, Service Transition, Service Operation and Continual Service Improvement books.
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Many national chapters are contributing to the betterment of ITIL through the sharing of information in meetings and conferences, and the publishing of related publications, newsletters, etc. National itSMF chapters host conferences annually in the UK, USA and Canada. Traditionally, all take place in the fall each year. Along with an exhibition that includes tool vendors and implementation consultants, the conferences host a variety of vendor and practitioner presentations. Ultimately, theres no better way to learn about ITIL implementations than from actual case studies. National chapters often produce a publication/newsletter on a regular basis and host regular meetings with local branches and local interest groups where networking with peers can take place. In addition to itSMF conferences, several vendors around the world also host IT Service Management Conferences, offer Webcasts and have created white papers. itSMF International is located on the Web at: http://www.itsmfi.org
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8.0 Resources
Best Management Practice: the definitive source of ITIL information. http://www.best-management-practice.com ITIL: Best Practices for Managing Your IT Infrastructure Office of Government Commerce OGC: The owner of ITIL. http://www.ogc.gov.uk The Stationery Office: Where the ITIL books can be purchased. Many titles in the first ITIL set can still be purchased in PDF format. Called the Back Catalog, they are sold as one of the three following groups: the Managers Set, the Complementary Guidance Set, or the Environmental Management, Strategy and Computer Operations Set. http://www.tsoshop.co.uk OGCs official ITIL accreditor and exam provider. http://www.apmgroup.co.uk The IT Service Management Forum International (itSMF). ITIL Publications and other useful ITIL-related books and resources can be purchased from your local itSMF. You will also find resources, conference information and meeting information. http://www.itsmfi.org COBIT resources can be found at the Information Systems Audit and Control Association (ISACA). http://www.isaca.org CMMI: Training and frequently asked questions about Capability Maturity Models. http://www.sei.cmu.edu/cmmi/cmmi.html ITIL People is an independent Web site containing discussion groups, job postings and Tool (Product) providers relating to ITIL. http://www.itilpeople.com ISO: The International Organization for Standardization has published over 15,000 standards, including ISO 9000 Quality Management, ISO 17799 Information Security Management and ISO 20000 IT Service Management. http://www.iso.org
ITIL and Information Technology Infrastructure Library are registered trademarks of the Office of Government Commerce.
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