Visible Ops: Adding Realism to ITIL Process Improvement
While ITIL has provided a proven framework to assist with the increasing challenges associated with maintaining a more efficient, secure and compliant IT organization, only a handful of tools are publicly available to support the execution of ITIL-based improvement efforts. But a quick review of the Visible Ops handbook from the Information Technology Process Institute (ITPI), may give way to more tactical discussions on realistic service improvements for your ITO. Visible Ops focuses mainly on the effective management of change as it relates to IT processes and applies to all any system related infrastructure component or attribute managed by IT (servers, databases, firewalls, network devices...
ITIL v3 - What You Need to Know about the New Version of ITIL Methodology
The Information Technology Infrastructure Library (ITIL) v3 was released in June 2007, seven years after the last critical ITIL methodology update. With this new update has come a renewed interest in the ITIL framework in general for businesses in the IT field, as well as concerns about what this means for those who were using v2. Before a discussion of the revised ITIL methodology can begin, however, it is important to understand some basic concepts of ITIL, including its benefits. What is ITIL? The ITIL methodology was conceived in the 1980s by the United Kingdom's Central Computer and Telecommunications Agency (CCTA), when the organization realized that a more systematic approach to managing the...
ITIL - Understanding and Using IT Service Management
'ITIL' is a term that is fast gaining currency around the IT world. It is often wrongly described as 'IT governance' - in fact, on its own, it certainly isn't this. ITIL is a collection of best practices that helps companies implement an IT Service Management culture. However, its growing popularity reflects the substantial impact it can make on a company's IT and business performance and the fact that, in combination with other frameworks, it is a vital ingredient in creating true IT governance. What is IT Service Management? Today's businesses are increasingly delivered or enabled using information technology. Business and IT management need guidance and support on how to manage the IT...
Why Spend on ITIL Service Management Training?
A year ago there was a promotional mail from the Director, a forwarded one, sent by an ITIL training company, suggesting us to enroll for the ITIL training program. My first instinct was to simply ignore the idea of spending anything on this training. As the department head, I had several aspects to take care of, and I wasn't in any mood to make any budgetary allocations to ITIL Service Management Training. But the subject of the accompanying letter with the promotional mail was strong enough to at least make me read the new material. It said 'really urgent, check the details and discuss'. Though I had to admit to first thinking 'what a sheer waste of time and money, why should we spend money on...
ITIL Service Management - Bible For Managing Information Technology
Since the advent of Henry Ford's Model T and the creation of complex assembly lines, organizational designs have focused on breaking apart complex processes into individual tasks the result of which manifests it as pipe-based organizational charts where the right hand has little knowledge of what the left hand is doing. As technically focused IT stores are making transition into service organizations, it is essential to rejoin what has been artificially separated. Whenever an organization defines IT services, the two new virtual horizontal organizational structures are being established on the traditional domain-based silos. The end result of this two new virtual organization in that it leads to the...
The ITIL Change Management process is used to manage a Change through its entire lifecycle. A Change is defined as the addition, modification or removal of anything that could have an effect on IT Services. The scope should include items such as IT services, components that is used to support or deliver the services, processes and documentation. Those new to ITIL will often think that the role of the CAB is to authorise the major or significant change. Well, yes and no. The Change Advisory Board (CAB) is a concept defined in ITIL V2 and V3's Change Management process and is a body that exists to support the authorization of change and to assist Change Management in the assessment and prioritization...
ITIL Change Management - Some Basic Concepts
ITIL Change Management principles- then here it is. A change means addition, modification or removal - which can be termed as de-registration -of an authorized ( or base-lined), planned and supported configuration item/service or service component and associated elements or documents. The circumstances often can be confusing in identifying 'change'. Requests for password reset, new access, server installation, rebooting a server, new hire setup may not be termed as 'change' per se, but they may generate IT change management activities. Many IT organizations often get caught up in bureaucratic frenzy that they get programmed to label any service request as change. One just needs to bear in mind, just...
Don't Implement ITIL - Commit to Process Improvement!
If you have ever walked away from a conference, read a magazine article or had a colleague, friend or even consultant provide you with an example or case study of how an organization has totally revolutionised it's operating model through implementing ITIL then you will have some understanding of the benefits associated with implementing the ITIL set of best practice principles. You may have thought to yourself, could this be the key? Is ITIL the one answer to flushing out all those organisational and business issues that have been swirling around in the back of your mind for too long? You may have been thinking to yourself, I must implement ITIL straight away. Before you set sail on your ITIL...
ITIL Service Design
The main purpose of the Service Design stage of the lifecycle is the design of new or changed services for introduction into the live environment. It is important that a holistic approach to all aspects of design is adopted, and that when changing or amending any of the individual elements of design all other aspects are considered. Thus when designing and developing a new application, this shouldn't be done in isolation, but should also consider the impact on the overall service, the management systems and tools (e.g. Service Portfolio and Service Catalogue), the architectures, the technology, the Service Management processes and the necessary measurements and metrics. This will ensure not only...
ITIL methodology (Information Technology Infrastructure Library) provides for a detailed list of processes that enables companies to manage its information technology. It brings together best practices strategies to help IT maintain a level of service to the business. The procedures defined in this methodology cover all areas of your IT infrastructure and apply equally to any technology that you are using. The ITIL methodology originated in the 1980s by the United Kingdom's Central Computer and Telecommunications Agency (CCTA) as the success of the business became increasingly dependent on IT. The business driver was to provide an organised and measurable way of managing IT that was repeatable and...
Implementing ITIL Best Practice
This article looks at some of those things your ITIL trainer discussed on your ITIL Foundation Course. Your ITIL certificate is just your first achievement. Remember, this is not meant to take the place of a fully review or audit but it might provide the impetus and justification for one. It should also help those struggling with stakeholder buy in to demonstrate the value of applying ITIL principles. Compare your customer's values with your SLA measurements. Put on your ITIL manager hat, remember your ITIL training and speak with a senior customer manager, maybe at the water cooler, and get them to describe to you the most important aspects of your service to them. Is it availability of an on-line...
ITIL Implementation - Top Tips
In just 20 years ITIL has come to guide the IT service management practices which underpin the performance of successful organisations worldwide. Not surprisingly those organisations which have not adopted ITIL are looking to do so - and those that have are looking to extend or enhance their ITIL processes. This article looks at what determines whether an ITIL project succeeds or fails. The experiences of more than 10 organisations were presented at the 2008 itSMF Conference in Birmingham. The projects ranged from application of specific ITIL tools such as Service Catalogue through to trans European ITIL adoption by a major financial institution with the goal of achieving ISO/IEC 20000. 1. Start...