ITIL Guide

Three facets for achieving high quality IT services are:

• Continuous Improvement
• Service Culture
• ITIL disciplines

Continuous Improvement: The cycle of continuous improvement begins with the establishment of a service provider vision and business objectives. The level of service currently provided is then assessed. This task is completed before embarking on process change (such as ITIL implementation). Metrics must be in place to measure the success of the proposed improvements.

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Increased dependency on IT: Most organizations could not function as a business without acceptable levels of IT service availability and reliability.

Higher visibility of service failures: If an organization experiences service failures, the impact on the business is more likely to be noticed quickly.

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The IT Infrastructure Library was developed originally by the Central Computer and Telecommunications Agency (CCTA) as a set of comprehensive and inter-related codes of practice in achieving the efficient support and delivery of high quality, cost effective IT services.

The Office of Government Commerce (OGC) now incorporates the CCTA. The OGC maintains the library and produces updates. The Stationery Office (UK) publishes the material.

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IT Service Management is a discipline for managing information technology systems centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology centered approaches to IT management and business interaction.

As per wikipedia, following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers.

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