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Categories : Information Technology    Tags : Forms Audit ITIL

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations.

ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.


Overview of the ITIL v2 library

The eight ITIL version 2 books and their disciplines are:

The IT Service Management sets

1. Service Support
2. Service Delivery

Other operational guidance

3. ICT Infrastructure Management
4. Security Management
5. The Business Perspective
6. Application Management
7. Software Asset Management
8. Planning to Implement Service Management


1. Service Support

 

The Service Support ITIL discipline focuses on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions.

To a business, customers and users are the entry point to the process model. They get involved in service support by:

* Asking for changes
* Needing communication, updates
* Having difficulties, queries.
* Real process delivery

The service desk functions as the single contact-point for end-users' incidents. Its first function is always to "create" an incident. If there is a direct solution, it attempts to resolve the incident at the first level. If the service desk cannot solve the incident then it is passed to a 2nd/3rd level group within the incident management system. Incidents can initiate a chain of processes: Incident Management, Problem Management, Change Management, Release Management and Configuration Management. This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management).

 

 


2. Service Delivery

The Service Delivery discipline concentrates on the proactive services the ICT must deliver to provide adequate support to business users. It focuses on the business as the customer of the ICT services (compare with: Service Support). The discipline consists of the following processes, explained in subsections below:

* Service Level Management
* Capacity Management
* IT Service Continuity Management
* Availability Management
* Financial Management


3. ICT Infrastructure Management

ICT Infrastructure Management [6] ("ICT" is an acronym for "Information and Communication Technology") processes recommend best practice for requirements analysis, planning, design, deployment and ongoing operations management and technical support of an ICT Infrastructure.

The Infrastructure Management processes describe those processes within ITIL that directly relate to the ICT equipment and software that is involved in providing ICT services to customers.
* ICT Design and Planning
* ICT Deployment
* ICT Operations
* ICT Technical Support

These disciplines are less well understood than those of Service Management and therefore often some of their content is believed to be covered 'by implication' in Service Management disciplines.


Security Management

The ITIL-process Security Management describes the structured fitting of information security in the management organization. ITIL Security Management is based on the code of practice for information security management now known as ISO/IEC 27002.

A basic goal of Security Management is to ensure adequate information security. The primary goal of information security, in turn, is to protect information assets against risks, and thus to maintain their value to the organization. This is commonly expressed in terms of ensuring their confidentiality, integrity and availability, along with related properties or goals such as authenticity, accountability, non-repudiation and reliability.

Mounting pressure for many organizations to structure their Information Security Management Systems in accordance with ISO/IEC 27001 requires revision of the ITIL v2 Security Management volume, and indeed a v3 release is in the works.


The Business Perspective

ITIL gives the name "The Business Perspective" to the collection of best practices[8] that is suggested to address some of the issues often encountered in understanding and improving IT service provision, as a part of the entire business requirement for high IS quality management. These issues are:

* Business Continuity Management describes the responsibilities and opportunities available to the business manager to improve what is, in most organizations one of the key contributing services to business efficiency and effectiveness.

* Surviving Change. IT infrastructure changes can impact the manner in which business is conducted or the continuity of business operations. It is important that business managers take notice of these changes and ensure that steps are taken to safeguard the business from adverse side effects.

* Transformation of business practice through radical change helps to control IT and to integrate it with the business.

* Partnerships and outsourcing


Application Management

ITIL Application Management set encompasses a set of best practices proposed to improve the overall quality of IT software development and support through the life-cycle of software development projects, with particular attention to gathering and defining requirements that meet business objectives.

This volume is related to the topics of Software Engineering and IT Portfolio Management.


Software Asset Management

Software Asset Management (SAM) is the practice of integrating people, processes and technology to allow software licenses and usage to be systematically tracked, evaluated and managed. The goal of SAM is to reduce IT expenditures, human resource overhead and risks inherent in owning and managing software assets.

SAM practices include:
* Maintaining software license compliance
* Tracking inventory and software asset use
* Maintaining standard policies and procedures surrounding definition, deployment, configuration, use, and retirement of software assets and the Definitive Software Library.

SAM represents the software component of IT asset management. This includes hardware asset management because effective hardware inventory controls are critical to efforts to control software. This means overseeing software and hardware that comprise an organization’s computers and network.


Planning to implement service management

Main article: ITIL Planning to implement service management

The ITIL discipline - Planning To Implement Service Management [10] attempts to provide practitioners with a framework for the alignment of business needs and IT provision requirements. The processes and approaches incorporated within the guidelines suggest the development of a Continuous Service Improvement Program (CSIP) as the basis for implementing other ITIL disciplines as projects within a controlled program of work. Planning To Implement Service Management focuses mainly on the Service Management processes, but also applies generically to other ITIL disciplines. Components include:

* creating vision
* analyzing organization
* setting goals
* implementing IT service management




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