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Process Standards: ITIL

August 10, 2009
Process Standards
ITIL(Information Technology Infrastructure Library)
1.      It was published in 2005; OGC (Office of Government Commerce)is the Author of ITIL.
2.      ITIL is the most widely accepted approach to the IT service management world.
3. IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organization.
4.       ITIL is fast becoming an international de facto standard, providing a comprehensive, consistent and coherent set of best practices for IT Service Management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.
5.      This is comes under De facto Standard.
Service Support
Service Support focuses on ensuring that the customer has access to appropriate services to support business functions. Issues covered include
1. Service Desk
It use to provide a Single Point of Contact (SPOC) to meet the communications needs of both Users and IT and to satisfy both Customer and IT Providers objectives. Many organizations are implemented Central point of contact handling for the Customer.
Call centers
Contact centers
Help desks
2. Incident Management
The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse effect on business operations.
3. Problem Management
The goal of ‘Problem Management’ is to resolve problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
Problem: Unknown error
Known error: Knows problem causing root.
4. Configuration Management
Configuration management is the process that tracks all individual configuration items in a system. (Examples: CVS- OSS, VSS- Microsoft)
5. Change Management
The goal of Change management is describes the efficient handling of all changes, for example when a customer ask for a change how to manage the activity.
Change management Terminologies,
A. Change
B. Request for Change (RFC): Request for change form the Change requestor.
C. Forward Schedule of Changes (FSC): Schedule of forthcoming changes
6. Release Management
Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure.
Quality control during the development and implementation of new hardware and software is also the responsibility of Release Management. This guarantees that all software meets the demands of the business processes.
Delta release: Release of only that part of the software which has been changed
Full release: Entire software program will be deployed
Packaged release: combination of many changes.
Service Delivery
Service delivery is providing an adequate support to the business users. It is focused on the business as the customer of ICT (Information and Communication Technology) service.
The following process will be done here,
  • Service level Management.
  • Capacity management
  • IT service continuity Management
  • Availability management
  • Financial management.
Service Level management
Service Level Management ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements.
Capacity Management
Support the cost effective provision of IT services by helping organizations. The high-level activities are Application Sizing, Workload Management, Demand Management, Modeling, Capacity Planning, Resource Management, and Performance Management.
IT Service Community Management
IT Service Continuity Management helps to ensure the availability and rapid restoration of IT services in the event of a disaster. The high level activities are Risk Analysis, Management plan, Testing plan and Risk Management.
Availability Management
Availability Management allows organizations to sustain the IT service availability in order to support the business at a justifiable cost.
Availability Management is the ability of an IT component to perform at the agreed level over a period of time.
1. Reliability
2. Maintainability
3. Serviceability
4. Resilience
5. Security
Financial Management
Managerial Finance
Corporate Finance
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