Best Practice Framework
to achieve operational excellence, companies are turning to
industry-recognized IT process frameworks to drive incremental
improvements. The IT Infrastructure Library, also known as
ITIL®, is becoming the de facto industry guide for IT service
delivery and support processes.
developed in the late 1980s by a branch of the British
Government(OGC) in response to the growing dependence on
Information Technology. ITIL is now a public body of knowledge
that provides a framework of Service Management best practices
to help organisations improve service levels and reduce the cost
of IT operations.
of ITIL as a best practice framework is provided by broad
service delivery and support recommendations, as well as by
common definitions and terminology. ITIL guidance allows
companies to standardize and leverage recognized best practices
across the IT organisation, thereby helping to align IT with
business objectives and drive IT operational improvements.
while ITIL does describe what best practices should be pursued,
it does not define how to implement detailed processes and
work-level procedures that enable those recommendations.
Ultimately, then, successful implementations of the ITIL
framework require software-based tools to effectively deploy
procedure-level processes for use by IT staff tasked with
ongoing service delivery and support activities
Infrastructure Library, widely known as ITIL, has developed into
the most powerful and widely accepted set of guidelines for
achieving Best Practice in IT Service Management. These Best
Practices for the delivery and support of IT Services can help a
company document IT processes as required for Sarbanes-Oxley.
of a framework of successful approaches for achieving business
success, ITIL helps organisations improve service delivery and
reduce the cost of IT operations.
while a robust system to manage your IT assets and services is
an excellent start on your journey toward a true service
delivery model, it’s not enough. You must also understand the
impact such a model has on your labour, materials, assets, and
ongoing service costs.
toward a service oriented IT model, while daunting, is far from
impossible especially given the best-in-breed service management
software tools that are available and specifically designed to
facilitate ITIL processes. However, most ITIL related offerings
fall short in two important areas: Resource Management and
Delivers Strategic Advantage
industries, an organisation’s IT infrastructure has become a key
enabler for business strategy, as well as a source of
competitive advantage. As a result, the technology
infrastructure that supports business has grown rapidly in scope
and breadth, becoming more complex than ever before.
complicating the situation is the pressure IT executives are
under to reduce the risks involved with new technology
investments and the costs associated with the ongoing support of
existing IT solutions. At the same time, IT is being asked to
directly align itself with business objectives.
these goals, IT organisations have begun to focus on improving
service levels while reducing service delivery and service
support costs as a key driver for delivering value.