ITIL is one of the most common frameworks are I.T. Services maangement. However, questions and misconceptions abound about a series of popular practices. In this article, we will address the following (and more):
What is ITIL, exactly?
What problem it solves?
What authority does not claim to have?
Who is behind ITIL?
Where ITIL comes from
It focuses on the language works-servers, routers, applications and databases. End customers, on the other hand, was interested in what a computer can do, process payroll, generate sales, send emails and so on. As the introduction says, customers want to experience restaurant, while it tends to act more like a wholesale grocer.
Readmore : ITIL - Asset and Configuration Management
The customer would like to order a full menu from the menu (web sites, mobile applications, etc.), does not collect the materials from the server, database, framework, and so on.
To change thinking and reduce friction between agents in 80-90s United Kingdom Centre for computer and Telecommunication Agency began to build the so-called information technology infrastructure library. Today simply called ITIL and was owned by AXELOS, a joint venture of Cabinet Office and Her Majesty's capita PLC.
02 royal coat of arms of the United Kingdom
Seal The Her Majesty, the Queen of the United Kingdom, Cabinet Office introduced ITIL.
The overall ITIL
The focus of ITIL is based on the value of what it provides; not a tool, but the results. Therefore, the term ITIL is Service often uses and defines as "a means to provide value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." In other words, it exists to meet the needs of customers and not inject policy. IT costs shouldn't matter to the customers; Customers should focus on cost per specific results and manage risks through service agreements. Service management according to ITIL is "implementation and management of quality service that meets the needs of the business."
This makes it more of a utility, like how we bought electricity, rather than a to-do-it-yourself-kit. It's worth noting that Amazon has come very close to this with the cloud computing initiative, changing the rent CPU cycles per hour into a utility.
Once we understand the service and service management, ITIL consists of five main areas: Service strategy, service design, service transition, Service operation and continual service improvement.
The big picture ITIL can be intimidating (see picture), so let's talk about the problems one at a time.
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