ITIL
Q: What is ITIL?
A:
ITIL is best practice in IT Service Management, developed by OGC and supported
by publications, qualifications and an international user group.
ITIL is intended to assist organizations to develop a framework for IT Service
Management. Worldwide, ITIL is the most widely used best practice for IT Service
Management.Q: What is meant by ‘IT Service Management’?
A: IT Service Management is a top-down, business driven approach
to the management of IT that specifically addresses the strategic
business value generated by the IT organisation and the need to deliver
a high quality IT service. IT Service Management is designed to focus on
the people, processes and technology issues that IT organizations face.
Q: Who is ITIL for?
A: ITIL is aimed at: IT service providers, IT directors and
managers, CIOs.
It will also inform: Business managers, customers & end-users involved
in building good relationships with their IT service providers plus any
organisation that depends on IT Services.
Q: What are the benefits of using ITIL?
A: ITIL provides a systematic and professional approach to the
management of IT service provision. Adopting its guidance can provide
such benefits as:
* reduced costs
* improved IT services through the use of proven best practice processes
* improved customer satisfaction through a more professional approach to
service delivery
* standards and guidance
* improved productivity
* improved use of skills and experience
* improved delivery of third party services through the specification of
ITIL or BS15000 as the standard for service delivery in services
procurements. |