ITIL Information Technology Infrastructure Library

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Task of ITIL - to create structure of effective interaction hardware and the software for the organization and providing qualitative corporate IT services

ITIL tools

Development of ITIL is kept by OGC and independent professional community itSMF IT Service Management Forum. Originally the ITIL library functioned under the direction of the Central agency on ADP equipment and telecommunications  (Central Computer and Telecommunications Agency — CCTA) at the government of Great Britain, but in  April, 2001 SSTA was merged into the State chamber of commerce of OGC which is new "owner" of ITIL library at present. The ITIL library consists of several "Meetings of practice guidances" for providing effective and rational IT services".

Structure

Each of books of ITIL library describes everything that is necessary for the organization of IT management and also handles issues of a separate part of the structured process basis. The ITIL library selects tasks, fields of activity, input and output parameters of all processes in the IT organization. But, at the same time, it does not give specific characteristic of methods of implementation of this activity as they can be different in each organization. The ITIL library  is not a method, but the structured basis for planning of more often used processes, roles and types of activity, revealing communications between them and required types of communication.

Structure of ITIL

The ITIL library was created to pay special attention to the relations with the customer in the course of providing high-quality services. Initially several sets of books were a part of ITIL library, each of which described a certain field of maintenance and operation of IT infrastructure. The central part of ITIL are ten books in which support and provision of services were described. About 40 more books in objects the IT who had relations to service management were a part of library. After processing of the central books on ITIL, they were published in the form of two books: one  — on support of services and another  — on their providing. As a result of such processing repetitions and some inconsistency of early series were excluded that improved structural unity of the edition in which the information about IT Service management is more accurately submitted now.

Books

Seven "books" are a part present the editorial offices of ITIL Library:

• Management of Applications (Application Management)
• Infrastructure management of ICT (ICT Infrastructure Management)
• Security Management
• Support of Services (Service Support)
• Delivery of Services (Service Delivery)
• Planning of implementation of Management of Services (Planning to Implement Service Management)
• The Business Perspective,

and also the "additional" (complementary) book  — Software Asset Management. Today books of Library can be found only in English, however it is done everything possible that they were translated into other languages including into Russian.

Provisions ITIL

• Quality of service  — the value which can be measured.
• The purpose of IT service  — to provide to core business a comprehensive set of information services.
• Service Level Agreement  — the agreement on the level of providing services  — the document according to which services are delivered to business.
• Work of IT service will be organized based on the process approach.

Positive sides of ITIL

Merits of ITIL it is possible to call:

• Work of IT is directed to business solving of tasks;
• IT service providers represent IT services for business divisions;
• Only the best knowledge and practicians who underwent testing are used;
• Course towards providing the greatest possible quality of IT services to users;
• Functioning of IT is regulated by the agreement on the service layer;
• Installation of standards and rules for IT personnel;
• Introduction of approaches of quality management to managements of IT services;
• Ability to confirm and explain the cost of IT on the basis of agreed service level.

The ITIL library is systematically processed and updated, making use of new experience and knowledge. Today the most part of the large companies of the whole world uses recommendations and methodologies of ITIL, increasing quality of management of IT infrastructure.

Negative sides of ITIL

In spite of the fact that positive sides much more, than shortcomings, there are nevertheless several critical remarks which need to be noted. Here the idea that the most part of IT professional considers ITIL as complete approach to management of IT while ITIL is comprehensive belongs. The edition does not consider itself complete approach in information technology management.

Besides, while some subjects are covered widely, sufficient attention is not paid to others.

Working Russian version

At the end of April, 2013 the YuNIT-Orgtekhnika company working since 1994 approved the corporate standard "Management of Services of Repair and Maintenance of IVS of the Enterprises by Service Organizations on the terms of Outsourcing" (RTO IVS Standard). This standard is developed on the basis of methodology of ITIL/ITSM, GOST P ISO standard 20000, considers requirements of standards of GOST P ISO series 9000 and also a reality of the Russian market of services of repair and maintenance of IVS devices and a component of infrastructure of IVS. When developing the standard long-term experience of successful practical activities of the company was used.

If to adopt the corporate standard developed "YuNIT-Orgtekhnika" as the national standard, then it will allow to decide a headache of the modern Russian market – to reveal and eliminate service providers of RTO IVS of unfair players of the market, including the companies phony companies aiming to win tenders for delivery of services due to attractive, but unreasonable reduction of prices of the services – as contains techniques of quality evaluation of the rendered services. Besides, adoption of the official national industry standard considering the Russian specifics will allow to stimulate development of domestic economy due to equalizing of chances in competitive struggle of the domestic and foreign companies which initially have more than resources in comparison with Russian.

Adoption of the RTO IVS Standard as national will allow to solve key problems of implementation of ITIL solutions. This absence in ITIL of a full range of ready-made solutions for the specific company – in the Standard is available a full range of ready-made solutions for the standard Russian company.

It and need of existence of complete accounting of financial flows for the company implementing at itself ITIL solutions – in the Standard is no such need, budgeting of services is considered according to the existing Russian legislation.

Also need of existence in the company of enough the experienced highly qualified specialists owning the process approach and ITIL at the practical level is considered – the solutions described in the Standard completely correspond to ITIL and the process approach, do not require any completions. Use of these solutions in passing lift general management by the company to the most advanced modern level.

Thus, with the advent of the RTO IVS Standard and its acceptance as national the Russian IT industry is on the threshold of a considerable event – demonstration the maturity and capabilities of practical use of the advanced developments of world level in the field of IT.

Links

* Product catalog and ITIL/ITSM implementation projects

• The Russian ITIL was born
• What is ITIL?
• Rates of ITIL
• ITSM-PORTAL.RU: ITIL
• Publications, articles and notes on ITIL and related topics
• News, analytics, the interesting facts on subject of ITIL
• Internet ITIL library
• Internet forum itSMf Russia
• The most unusual book about ITSM appeared in Russian