What is ITIL?

Information Technology Infrastructure Library

What is ITIL ITIL is the acronym for the "IT Infrastructure Library" guidelines developed by the CCTA (now OGC) in Norwich, England, for the British government. Today, ITIL is the de-facto global standard in the area of service management. It contains comprehensive publicly accessible specialist documentation on the planning, provision and support of IT services. ITIL provides the basis for improvement of the use and effect of an operationally deployed IT infrastructure. IT service organizations, employees from computing centers, suppliers, specialist consultants and trainers took part in the development of ITIL. ITIL describes the architecture for establishing and operating IT service management.
The ITIL books are best practice guidelines for service management, with the guidelines describing what rather than how. Service management is tailored to the size, the internal culture and, above all, the requirements of the company. The impartial view of the external consultant may help to break away from the rigid structures.
No company is the same and we have witnessed a number of IT organizations that have attempted to apply the ITIL standards straight from the book and it never materialized. ITIL standards should be regarded as guidelines for an organization to develop its own processes and systems based on its own needs and culture. Special consideration should be given to the Change Management area where it requires the involvement of the to IT executives in order to bring together all related parties to agree on change management processes and also agree in some kind of process enforcement.

Parallon Systems has developed expertise in the following areas of ITIL Service Management (ITSM):

Service Support:
  • Service Desk
  • Configuration Management
  • Incident Management
  • Problem Management
  • Release Management
  • Change Management

  • Service Delivery:
  • Service Level Management

  • Benefits of ITIL
    ITIL describes a systematic, professional approach to managing IT services. The library emphasizes the central importance of meeting company requirements economically. Adhering to the best practice approach described in ITIL has the following benefits for an organization:

  • Support for the business processes and the tasks of IT decision makers.
  • Definition of functions, roles and responsibilities in the services sector
  • Reduced expenditure in developing processes, procedures and job instructions.
  • IT services which meet the requirements of the particular business
  • Improved customer satisfaction through better and measurable availability and performance of the IT service quality.
  • Improved productivity and efficiency through the purposeful use of knowledge and experience.
  • Basis for a systematic approach to quality management in IT service management.
  • Improved employee satisfaction and reduced fluctuations in personnel levels.
  • Improved communication and information between IT personnel and their customers.
  • Training and certification of IT professionals
  • International exchange of experience (www.itsmf.com).

  • It is important for IT organizations to start from the foundation of ITIL, that is infrastructure and application management before moving to Business perspective, Service Support and Service Delivery. There is no point a Service Level Agreement without the ability to manage and control the infrastructure of a service effectively. Whether the agreement is availability or performance of the service, the IT department that acts as a service provider must be able to monitor the infrastructure and know there is a problem rather than hearing from the business or external user. The ability to route a problem by the IT operators rather than calling every key IT support member in the middle of the night trying to identify the root cause (UNIX problems are forwarded to the UNIX Administrators, Database problems to the DBAs and Application ones to the Application Support team). Parallon will help you achieve this level of organization with the right ITSM application and monitor your IT services (end service), measure the services and setup Service Level Objectives (SLOs) for particular Agreements (SLAs). We will help you define the objectives and agreements and implement these in a Service Management platform that will keep track and report the service status in regards to the Service Agreement. We highly recommend that our customers take at least the ITIL foundation training to understand the theory behind the practice.

    "ITIL is a registered trade mark of OGC - The Office of Government Commerce"