Earlier this week we introduced the concept of IT Service Management (ITSM) and how organizations can shift their focus from reactive and operational to a proactive process-based approach that aims to create a framework that focuses on the delivery of end-to-end services, both for business needs and for customers.
ITIL is a set of practices that focuses on aligning IT services with the needs of business, available in a series of five core publications for each ITSM lifecycle stage. “ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.”
ITIL is a globally recognized ITSM approach, one that is constantly evolving to reflect expert advice and guidance as it applies to many organizations. ITIL is an official publication put forth by the Cabinet Office in the UK; the latest version is the ITIL 2011 edition. There are 26 processes listed in ITIL 2011 edition grouped into 5 stages of the service lifecycle: service strategy, service design, service transition, service operation and continual service improvement (CSI). The cost of ITIL publications can be prohibitive for some businesses and requires specific training to implement.
If you are looking to adopt ITSM, ITIL is a way to lean on the knowledge and experience of organizations around the world.