The Information Technology Infrastructure Library (ITIL) is a framework for guiding the design and delivery of IT services. In the same way that an organization might have standards for project management or information security, ITIL sets forth a set of best practices and recommendations for managing IT. The ITIL approach to IT service delivery potentially brings a range of benefits, including improved communication, both within an IT organization and with other campus constituents; improved IT services and increased user satisfaction; greater productivity; and reduced costs. Key to ITIL is the notion that what’s at issue is not the delivery of technology but the delivery of services. ITIL is designed to shift the focus from system management, which is concerned with technology tools and infrastructure, to service management, which considers the user’s perspective on what those IT systems do.
Read the full publication on http://net.educause.edu/ir/library/pdf/EST1009.pdf
Questions:
Have you ever heard about ITIL framework / are you familiar with this methodology?
If so, does it work (and how it works) in your office/campus environment?
What do you think about standardization of campus processes with such business-based framework?
Unfortunately, I do not know this framework. Here the first time I read about it. I think that everything that leads to the process standardization is very good. This technology looks good and in my opinion has the future, of course if it will be an open system and it will be developed and adapted to the users requirements.
ReplyDeleteITIL is huge and vast. The idea is very good but it’s not that straight forward to be implemented. It’s very hard to establish ITIL within a small IT departments. Small I mean few people, where most of them must share different duties.
ReplyDeleteITIL brings order but comes with additional overhead. You must be aware of it trying to enforce the ITIL implementation. Common sense is your guide. It’s better to have a set of well working best practices instead of a full blown but poorly implemented ITIL.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
ReplyDelete