ITIL ready? Let’s go!
ITIL V3. It sounds a bit like an indication of a motor under the hood of a fancy race-car. With some imagination it really is a motor, however not as part of a car but merely as an ‘accelerator’ within IT organizations worldwide. ITIL (Information Technology Infrastructure Library) includes guidelines and standards (best practices) for organizing management processes within an IT organization. With ITIL, IT services are able to better address specific sectors, types of organizations, and industries.
The IT-brother of ISO 9000
The results of ITIL process implementation are similar to the ISO 9000 regulation outside the IT industry, describing all parts of the organization to ensure quality. Whether an IT service is successful, whether delivered internally or externally, depends on the extent to which it is well-conceived (Strategy), well-designed (Design), well-implemented (Implementation), and well-supported (Operation). Last but not least, any service can be improved in many ways (Continuous Service Improvement).
ITIL distinguishes five processes or phases:
1. Service Strategy: The stage of designing, developing and implementing service management as a strategic tool (Financial Management – Demand Management);
2. Service Design: The design phase for developing IT services, including architecture, processes, policies and documents. The starting point here is to meet current and future business needs (Information Security Management – Service Level Management);
3. Service Transition: The phase in which the specifications developed by Service Design are transformed into new or modified IT services (Change Management – Service Asset and Configuration Management);
4. Service Operation: The phase in which IT services are supported and strives to provide IT services as efficiently and effectively as possible in order to maximize both customer’ and IT service provider’ satisfaction (Incident Management – Problem Management);
5. Continuous Service Improvement: The phase in which the (added) value for customers is maintained by implementing improvements in design and introducing new services (Seven Step Improvement Process).
Many processes can also be relevant in other stages of the IT life-cycle. For instance Financial Management, which is mainly described in the Service Strategy phase, but is also used in the phases of Design, Transition and Operation.
So in IT we are continuously ‘tuning’ for the purpose of keeping your organization moving in the right way. Oh yeah, we really do love our profession!