Service Management using the Information Technology Infrastructure Library (ITIL)

The Information Technology Infrastructure Library (ITIL) can be explained as a series of documents that are used to aid the implementation of an Information Technology Service Management structure. This framework defines and outlines how service management should be applied within an organisation.

Although the ITIL covers a number of areas, its main focus is on IT service management and was originally created by the UK government agency, Central Computer Telecommunications Authority (CCTA). It has since been adopted as the de facto standard for best practice in the field of IT service, and is now used all over the world. During its creation, the CCTA approached a number of different organisations trying to determine the standards for the ITIL and included all the appropriate suggested methods for managing IT that these companies used. When they finally published the library, other organisations began to see the benefits of these systems and started to make use of them as well.

The ITIL has continued to develop and mature thanks to the CCTA and the UK Office of Government Commerce (OGC) ensuring that it is continually updated through thorough research so it reflects current best practices within the framework.The OGC has described ITIL as the world de facto standard for service management due to its widespread use throughout Europe and its emergence in organisations across Asia, Australia and South Africa.

The ITIL service management process can be broken down into two main groups, service support and service delivery. The main focus for ITIL is on quality; this is through improvements to the delivery of IT services. This quality of service has direct links to client and IT expectations as well as the financial considerations. Every procedure within ITIL is integrated with the others which allows’ each one to become achievable. The relationship between each process is clearly defined to avoid any misunderstandings about how each one is related.

One of the main advantages for implementing the ITIL framework over other products or methodologies is that it is openly available and has been since its creation. This has made it very attractive to organisations as they can access the publications that make up the library and utilise the framework with immediate effect.

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