ITILFinding a suitable structure for your process-driven business is not as difficult as it may sound. Burger Consulting implements IT-Technology and processes based on ITIL-Standards ITIL comprises the following five basic elements: Overview: ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management. The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for high quality IT services. ITIL provides the foundation for quality IT Service Management. The widespread adoption of the ITIL guidance has encouraged organisations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared 'ITIL Philosophy'. Extract from www.itil.co.uk Benefits: ITIL describes a systematic, professional approach to managing IT services. The library emphasises the central importance of meeting company requirements economically. Adhering to the best practice approach described in ITIL has the following benefits for an organisation: 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.
Overview of Service Management according to ITIL: Service Support: Service Desk Configuration Management Incident Management Problem Management Release Management Change Management
Service Delivery: Service Level Management Financial Management Capacity Management Availability Management IT Continuity Management Security Management
ITIL is a registered trade mark of OGC - The Office of Government Commerce |
