The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing Information Technology infrastructure, development and operations.
How does ITIL Work:
• Provides guidance on strategic, tactical and operational management of IT infrastructure
• Provides a systematic, process-based approach, supported by procedures
• Suggests implementation strategies
• Acts as a training aid
• Vendor Independent
Specifically, the goals of ITIL are to:
1) To facilitate Quality Management of IT Services
2) To improve efficiency, increase effectiveness and reduce risk
3) To provide codes of practice in support of Total Quality
♪♪► The IT Service Management sets ◄♪♪
1) ║Service Desk ║
This function is the single point of contact between users and IT Service Management.
Tasks include handling incidents and requests, and providing an interface for other ITSM processes.
2) ║ Service Support ║
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.
To a business, customers and users are the entry point to the process model.
They get involved in service support by:
• Asking for changes
• Needing communication, updates
• Having difficulties, queries.
3) ║ICT Infrastructure Management ║
ICT Infrastructure Management processes recommend best practice for requirements analysis, planning, design, deployment and ongoing operations management and technical support of an ICT Infrastructure. ("ICT" is an acronym for "Information and Communication Technology".)
The Infrastructure Management processes describe those processes within ITIL that directly relate to the ICT equipment and software that is involved in providing
• ICT services to customers.
• ICT Design and Planning
• ICT Deployment
• ICT Operations
• ICT Technical Support
These disciplines are less well understood than those of Service Management and therefore often some of their content is believed to be covered 'by implication' in Service Management disciplines.
4) ║Security Management║
The ITIL-process Security Management describes the structured fitting of information security in the management organization.
A basic concept of the Security Management is the information security. The primary goal of information security is to guarantee safety of the information. Safety is to be protected against risks. Security is the means to be safe against risks. When protecting information it is the value of the information that has to be protected. These values are stipulated by the confidentiality, integrity and availability. Inferred aspects are privacy, anonymity and verifiability.
5) ║The Business Perspective║
The Business Perspective is the name given to the collection of best practices that is suggested to address some of the issues often encountered in understanding and improving IT service provision, as a part of the entire business requirement for high IS quality management.
6) ║Application Management║
ITIL Application Management set encompasses a set of best practices proposed to improve the overall quality of IT software development and support through the life-cycle of software development projects, with particular attention to gathering and defining requirements that meet business objectives.
7) ║Software Asset 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. The goal of SAM is to reduce IT expenditures, human resource overhead and risks inherent in owning and managing software assets.
8) ║Planning to Implement Service Management║
Planning To Implement Service Management is mainly focused on the Service Management processes, but also generically applicable to other ITIL disciplines.
• create vision
• analyze organization
• set goals
• implement IT service management
9) ║ITIL small scale implementation║
ITIL Small-Scale Implementation provides an approach to the implementation of the ITIL framework for those with smaller IT units or departments. It is primarily an auxiliary work, covering many of the same best practice guidelines as planning to Implement Service Management, Service Support and Service Delivery but provides additional guidance on the combination of roles and responsibilities and avoiding conflict between ITIL priorities.