ITIL Overview

ITIL

Organizations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs; this awareness leads to an increased requirement for high quality IT services and a search of guidance and means to improve performance.

This environment explains the development and adoption of ITIL best practices.

WHAT IS ITIL?

ITIL (IT Infrastructure Library) is a comprehensive and structured set of Best Practices for managing IT Services.

ITIL was developed by the United Kingdom's Office of Government Commerce (OGC) at the end of the 80's. Thanks to its process approach, ITIL sets up a customer - supplier relationship between IT Departments and their users. Quickly adopted in the UK and in the Netherlands, ITIL is now used worldwide and is recognized as a business standard. The development and control of ITIL certification processes are now managed by EXIN, an independent organization that provides training and certification services.

In practical terms, ITIL consists of a series of books that provides guidance and describes concepts and processes needed to optimize services and support supplied to IT users. ITIL is not a turn-key solution. Adopting ITIL allows every participant to share a common "vocabulary", to professionalize the organization and clarify the role and responsibility of each participant. How this approach is going to be implemented practically needs to be specified and personalized by each company.

Infratech & ITIL

With Spectra Service Desk ,Infratech can help you implementing ITIL recommendation and processes that are described in the following guides:
• Configuration Management
Is responsible for identifying, recording, tracking and reporting of components (referred to as Configuration Items or CIs) of the IT environment.
• Incident Management
Incident management is the process of managing unexpected and disruptive operational events with the primary objective of minimizing business disruption and returning service to customers as quickly as possible (particularly by implementing a bypassing solution to begin with).
• Problem Management
Problem Management is concerned with identifying the real underlying causes of incidents and providing workarounds to restore service or to implement a permanent solution in order to prevent future recurrences. Problem Management also works proactively to prevent problems from occurring.
• Change Management
Change management manages all changes of an IT environment and ensures that changes to this environment are recorded and tacked.
• Service Level Management
Service Level Management (SLM) aims to assure that expectations between the IT organization and customers/users are properly defined and documented and that required service levels are maintained.
• Service Desk
The Service Desk is the central, single point of contact between the IT organization and its customers and users on a day-to-day basis. The Service Desk receives incident calls and service requests. When dealing with an incident, its mission is to guarantee the restoration of the service for the user as quickly as possible.

Combining the use of Infratech solutions and the optimization of their IT asset and services management processes allows companies to:

WHY ITIL?

Choosing ITIL means:

A 20-year experience of IT Service Management shared throughout the world Save time thanks to the implementation of tested and proven Facilitate the dialog between key participants based on a shared reference framework