The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. In order to make ITIL more accessible (and affordable) to those wishing to explore it, one of the aims of ITIL v2 […]
ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. Software asset management (SAM) is the practice of integrating people, processes and technology to allow software licenses and usage to be systematically tracked, evaluated and managed.Configuration management contains current, accurate, […]
The IT Infrastructure Library originated as a collection of books each covering a specific practice within IT Service Management. ITIL exponents, citing ITIL’s stated intention to be non-prescriptive, are expecting that organizations will have to engage ITIL processes with their existing overall process model.The approach taken to ensure quality on the project is agreed together […]
The ITIL recommendations were developed in the 1980s by the UK Government’s CCTA in response to the growing dependence on IT and a recognition that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices and duplicating effort within their Information and Communications Technology (ICT) projects resulting in […]
ITIL certifications are managed by the ITIL Certification Management Board (ICMB) which is composed of the OGC, IT Service Management Forum (itSMF) International and two examinations institutes: EXIN (based in the Netherlands) and ISEB (based in the UK). Accusations that proponents of ITIL indoctrinate the methodology with ‘religious zeal’ at the expense of pragmatism continue […]
Guidelines for smaller IT units, not included in the original eight publications: has recently been supplemented. A new and enhanced glossary has been developed as a key deliverable of the ITIL v3 (also known as the ITIL Refresh Project).Problem control identifies the root cause of incidents and reports it to the service desk. IT Service […]
Although developed during the 1980s, ITIL was not widely adopted until the mid 1990s. ITIL is, as the OGC states, a set of best practices.ICT Technical Support is the specialist technical function for infrastructure within ICT. On the basis of close monitoring the project can be carried out in a controlled and organized way. […]
In the early 1990s the UK set up a scheme where onsultants were hired, processes evaluated, and the result was the creation of the Information Technology Infrastructure Library (ITIL), which was later made available to the public. The Visible OPS Handbook: Implementing ITIL in 4 Practical and Auditable Steps claims to be based on ITIL […]
Accusations that many ITIL advocates think ITIL is “a holistic, all-encompassing framework for IT governance” are sometimes heard. The ITIL concept is centered around IT services as opposed to IT systems.Ability of an IT component to perform at an agreed level at described conditions. In the UK there is a non-mandatory accreditation scheme for training […]
It includes many project management disciplines in common with PRINCE2, but has a broader focus to include the necessary integration of Release Management and both functional and non functional testing. In a 2004 survey designed by Noel Bruton (author of ‘How to Manage the IT Helpdesk’ and ‘Managing the IT Services Process’), ITIL adopting organizations […]
