Tuesday, November 24th, 2009

What is ITIL? ITIL (Information Technology Infrastructure Library) is a set of best practices that allow IT groups to offer the highest possible level of service to their customers. The ITIL framework identifies best practices related to core aspects of IT such as Service Desk, Change Management, and Service Level Agreements (SLA’s).Where is ITIL Used?Currently, ITIL is the most widely accepted approach to IT service management in the world. The ITIL framework was developed in England and is widely adopted in Europe. Over the last few years ITIL has become increasingly popular in the US.What are the features and benefits of ITIL? ITIL is a great tool for a management team to use in the constant effort to offer higher levels of services to their customers. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value for money in IT operations. The service support component of ITIL focuses on improving day-to-day support activities such as problem management. The service delivery component of ITIL focuses on improving strategic activities such as capacity planning.Why should IT departments implement ITIL? Most people feel that after implementing ITIL their customer service, both internally and externally, is greatly improved. Most IT departments are reactive and always feel ...
Tags: Business Value, Management Procedures, Service Desk
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Monday, August 3rd, 2009

What is ITIL v2?ITIL® stands for the IT Infrastructure Library. It emerged during the 1980’s in the UK as a set of high level processes for providing consistent, low risk IT service management to an organisation. The copyright is owned by the Office of Government Commerce [OGC (formerly known as CCTA)] and is covered in several publications from the British Standards Institution (BSI).The core ITIL v2 (IT Infrastructure Library) components are contained within two main publications - ITIL Service Support & ITIL Service Delivery. Additional OGC publications include: Planning to Implement Service ManagementService Support Service Delivery The Business PerspectiveApplications ManagementICT Infrastructure ManagementSecurity ManagementAll the above ITIL v2 material is available as a set of books and on CD. The latter may be purchased for stand alone or networked use. To purchase these books or CD sets, go to our bookshop and use the search function.The British Standards Institute (BSI) published the Code of Practice for IT Service Management in 1998 (PD0005) and subsequently the British Standard (BS15000) was launched in November 2000. Both publications are based entirely on the ITIL guidelines, particularly focusing on Service Support & Delivery. BS15000 as at 2007 was replaced by ISO 20000 - The international Standard for IT Service Management. Publications from both the BSI and OGC are complementary sets.The 11 ...
Tags: Ccta, Office Of Government Commerce, Service Desk
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