Recover ITIL. My Thesis for ITIL Newbies, I 'pwn' You!

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Martti Kantola, presents ITIL to the readers in this community. I used a personal translater to do the initial translation, I have also contacted Martti and I will leave a comment on the article.

For those of Internal folks (me) you have access to the first response on mobilz8™ network. Its really long and I am hoping to refine it here and again when this article gets approved for think8™ BlogCentral.

A Summary? Why use the best practices of ITIL?

Better Customer Services

ITIL will enable you to deliver better services tailored to the specific needs of your customers. By offering services which have been designed and developed in consultation with the customer, based upon effective and appropriate underlying principles, the customer’s working practices, goals and objectives can be more readily matched. The IT function is then perceived within your organisation as a business enabler.

Better Cost Effectiveness

Each book within the ITIL series has been designed to facilitate the quality management of IT services, and of the IT infrastructure, in the organisation. This best practice approach is intended to assist organisations to provide a quality IT service within a business environment affected by budgetary constraints, skill shortages, system complexity, rapid change, current and future user requirements and growing user expectations.

Better Motivation and Productivity

By encouraging staff to view IT service management as a recognised professional skill, especially through the qualifications and training available, competence sets can be readily defined and staff will focus on the right tasks, ultimately making them more effective in their work performance.

Small-Scale Implementation

Adapted to provide sound processes for small organisations, this vital title will help any organisation with a small resource base implement all the key elements of ITIL. At the same time, it will act as a starting point for larger organisations either those under budget constraints or those who have departmentalised ITIL implementations.

Software Asset Management

Software is one of the most critical elements of information and communications technologies and most organisations have huge investments in software, whether internally developed or external procured. However organisations often do not invest commensurate effort into managing these software assets. This guide has been developed to assist with understanding what Software Asset Management (SAM) is and to explain what is required to perform it effectively and efficiently as identified in industry ‘best practice’.

The Business Perspective
For IT to bring the greatest possible benefits to a business, IT practitioners must develop a deep understanding of their organisation’s key principles and requirements. Issues covered in ‘Business Perspective’ include business continuity management, partnerships and outsourcing, surviving change and transformation of business practices through radical change.

Business Perspective Volume 1 helps information services personnel align their activities with the needs of the business in order to deliver the greatest benefits.

Business Perspective Volume 2 shows how senior management can identify and then implement the right IT responses to a whole range of external factors - from legislation to the climate.

Application Management
Embracing the Software Development Lifecycle, expanding the issues touched on in Software Lifecycle Support and Testing of IT Services. This ITIL Applications Management publication also provides more detail on Business Change with emphasis being placed on clear requirement definition and implementation of solutions.

ICT Infrastructure Management
This ITIL publication covers Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance, and for the first time, Systems Management.

Security Management
This is a recent ITIL publication that explains the process of security management with IT service management. The guide focuses on the process of implementing security requirements identified in the IT Service Level Agreement, rather than considering business issues of security policy. The book was developed taking into consideration the plans for consolidating and inter-linking the ITIL Service Support and Service Delivery core guides.

Planning to Implement Service Management
This ITIL publication explains the steps necessary to identify how an organisation might expect to benefit from ITIL, and how to set about reaping those benefits.

Service Delivery
The second element in the new ITIL series. Service providers need to offer business users adequate support. Service Delivery covers all aspects that must be taken into consideration. Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning and Capacity Management. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.

Service Support
This Service Support focuses on ensuring that the customer has access to appropriate services to support the business functions. Issues covered in this ITIL publication include service desk, incident management, problem management, configuration management, change management and release management. It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices.

In Response to the Article

This article has sparked interest in my company and over the course of Sunday, I have spent time reflecting to bring this community my response, in English, apologies…

I feel there are some important basics that have been left out in this “Basic Introduction to ITIL as a Framework” for doing business operations.

Although the substance of this article spells some key ideologies, certain familiarities that would help YOU, the person who needs to adopt or consider adopting ITIL to save (retain?) their customers or business.

Certain KEYWORDS are placed in this explanation:

Integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner.

For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the Service Desk is primarily responsible for liaison between IT providers and the Users of services.

There is something to also highlight here, the relationship between service management and the infrastructure management processes. These processes can be placed into Operational and Tactical layers for those of you who need to see it that way…

Operational Layer

1. Configuration Management
2. Service Desk Management
3. Incident & Problem Management
4. Change Management
5. Release Management

Tactical Layer

6. Service Level Management
7. Availability Management
8. Capacity Management
9. Continuity Management
10. Financial Management

Immediately you will begin to see that the ITIL framework is not just about re-arranging “old-things”.

Time Factor in ITIL

First of all, there is an important window of opportunity right at the beginning of the cycle, as the company peaked and gets into a recession. This is a moment where Senior Management can be sold on the idea that maximizing the efficiency of IT will help limit the impact of the recession.

The Price Factor

The ITIL standard to use and implement is free hence the reason why it is considered Public Domain.

But as with all standards people will charge money for books/consultancy/etc etc around the standard. Many people believe such documentation should be free of charge and open. However, it is not. Any ‘free’ copy you may find therefore is most certainly a breach of copyright. Sorry!

Its all about making cash in a roundabout way.

References

ITIL for Dummies? Check out this out, itlibrary.org.

For peer to peer communication and assistance with ITIL, ISO20000 and BS15000.
http://www.15000.net/

Yahoo Groups:
http://tech.groups.yahoo.com/group/ITIL-Service/

ITIL - ITSM world
http://www.itil-itsm-world.com/

The ITIL Toolkit is designed to help guide you through ITIL and the ITIL process. This is a comprehensive and substantial kit, covering a host of basic requirements.
http://www.itil-toolkit.com/

ISO 20000, BS15000 and ITIL
http://www.itil-itsm-world.com/itsm-kit.htm
http://20000.fwtk.org/20000-itil.htm

A comprehensive service level agreement is an essential requirement for the provision or receipt of any important service. It quite simply defines the parameters for the delivery of that service, for the benefit of both parties. Find some typical foils here:
http://www.sla-world.com/wshop.htm

ITIL and itSMF?
Finnish DocumentationSite for IT Service Management Forum
http://www.itsmf.fi/?id=arkisto

Global Site
http://www.itil.co.uk/

Podcast on how ITIL works seamlessly with the other frameworks in the market. They start here on page 7 and continue through to page 8.
http://www.theartofservice.com/podcast/index.php?page=7
http://www.theartofservice.com/podcast/index.php?page=8

Your implementation of new frameworks will be easier because everyone will know what to expect and do because your well run processes will adapt to the new changes.

This podcast shows exactly what I’m talking about:
http://www.theartofservice.com/podcast/index.php?id=26

TheArtofService Podcasts,
Bored with the “blah blah blah, acronym acronym acronym” delivery method of ITIL and IT Service Management? Well, so were we! Funny skits, real world ideas and the best of what’s new in the world of ITIL all in one big shiny happy space!!

http://www.theartofservice.com