First Look: ITIL (The Information Technology Infrastructure Library)

Description

Join Netdesk for a First Look at ITIL (Information Technology Infrastructure Library). ITIL is one of the most widely accepted approaches to IT service management in the world and provides a consistent and comprehensive documentation of best practices for IT Service Management. ITIL recognizes that technology needs to be business-driven rather than "technology for the sake of technology" and offers a set of guidelines that describe an integrated, process-based, best practice approach for management IT service provision. Join us for a free First Look at ITIL and see how ITIL can help you align business objectives and IT services and decrease the costs of IT service delivery and support.

Imagine you are opening a restaurant. You offer a menu filled with an array of flavorful and interesting foods. You hire a top notch chef, great cooks, and an elite serving staff. You contract with suppliers so that you have the best quality meats, produce, and wine.

This restaurant can't fail, can it? What happens when the chef purchases and installs a Tandoori oven but you don't sell Indian food? When the manager creates the menu without speaking to the chef? When the customers point out a problem with food spoilage, but the servers don't tell the kitchen? When the Prime Rib dinner costs $10 to make, but sells for $8?

The result is an ineffective, wasteful business desperately lacking in communication, planning, and management. For many organizations, this also describes the state of IT service and delivery...the same IT service and delivery that the organization needs to carry out its mission.

IT is not an ancillary part of business today. It is a core necessity. The days of delivering IT services to workers and supporting the underlying technology in a haphazard and disjointed manner must come to a close. Without highly available, high performing, and well-managed IT systems, overall profitability and performance will suffer. Technology needs to meet your business needs today and must have the ability to grow and change in a proactive manner.

ITIL is becoming the standard tool for achieving this goal. It offers a set of guidelines that describe an integrated, process-based, best practice approach for management IT service provision. ITIL recognizes that technology needs to be business-driven, rather than "technology for the sake of technology." The IT department must work hand-in-hand with the organization as a whole to understand the business needs, determine how technology can meet those needs, and come to agreement as to the level of service that will be provided.

The ITIL framework is scalable and promotes business effectiveness for both large and small IT organizations. By utilizing the ITIL approach, you can align business objectives and IT services, improve IT service quality; and decrease the costs of IT service delivery and support.

ITIL has been widely adopted by many public and private entities. Microsoft's Operations Framework (MOF), Hewlett Packard's OpenView, and IBM's System Management Solution Lifecycle all incorporate ITIL's best practice approach. Other notable firms that have begun using ITIL in their service provisioning include Boeing, Caterpillar, Hershey's, the Internal Revenue Service, Proctor & Gamble, and Southwest Airlines.

Join Netdesk for this First Look on ITIL and see how ITIL can help your IT services become more effective.

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