ITIL Best Practices : In EMA’s recent service level management SLM buyer’s guide only14….
Examples of ITIL There are numerous Examples of ITIL around the world.
The Information Technology Infrastructure Library (ITIL) is gaining traction in the marketplace coincident with IT’s increased visibility and contribution to strategic business goals.
ITIL was developed in Europe as a standard methodology for delivering IT services consistently and according to business objectives.
While ITIL is often thought of as a standard, it is really more of a set of “best practices” used to manage the quality of IT service delivery. Examples of ITIL are heavily oriented around the service desk and its many supporting functions—consisting of the service desk itself and ten core management processes.
When a vendor states that it supports ITIL, it is essentially stating that there are capabilities built into the product that support some (or all) of the core IT functions that are part of ITIL’s best practices.
Since the IT functions are so disparate in the ITIL model, it is nearly always the case that a number of point products are used to meet the guidelines of ITIL rather than a single solution.
Workflow is also a part of the ITIL model and as such warrants the implementation of manual processes and procedures.
In EMA’s recent service level management (SLM) buyer’s guide, only14% of SLM vendors are supporting part or all of the ITIL best practices. A closer look at Examples of ITIL shows that it is a “systematic approach” used for planning, developing, delivering, and supporting IT-based services.
This systematic approach is a refreshing change to the historical chaos that has long existed in many IT organizations.
More formalized processes and procedures have been required to take full advantage of the vast investments in IT infrastructure.
ITIL is characterized by a strong customer orientation—internal and external—with IT becoming increasingly business-centric in its approach.
Lean economic times have driven an aggressive move toward proving the value of IT to business goals and ultimately the company’s revenue objectives. Let’s see some more Examples of ITIL. Mercury Interactive’s Topaz is being used today to implement ITIL’s best practices.
Mercury has invested heavily in the area of IT service management with an orientation around the business impacts associated with IT infrastructure performance.
Mercury has consistently focused on the end-user experience as well Investments in measuring the end-user experience and business-centric approach were made early by Mercury.
Topaz supports many of the core ITIL functions directly while supporting other aspects of ITIL in a more indirect way. Topaz is strong in the areas of incident management, problem management, availability management, capacity management, and service level management.
Mercury’s approach to ITIL is to work with third-parties in the areas of financial management, IT service continuity management, and release management to deliver those aspects of the ITIL service model that are related, but not directly connected to Mercury’s core competencies.
Topaz offers supporting functionality for change and configuration management. There are many companies and we can quote Examples of ITIL, which have received Enhanced ITIL Status.
And to achieve this Enhanced ITIL Status in itself is a great achievement.
For example, Remedy IT Service Management applications were the first ever certified as ITIL-compatible by Pink Elephant, the industry’s recognized leader for granting ITIL compatibility.
Continuing to embrace ITIL as a way to help our customers implement best practices in service management, Remedy’s ITSM suite has now achieved ITIL Service Support Enhanced PinkVerify Status. Remedy’s ITSM suite achieved ITIL Service Support Enhanced ITIL Status by demonstrating support for two additional processes within PinkVerify’s extended requirements – Service Level Management and Availability Management.
These processes are in addition to Remedy’s long-standing certification of ITIL compatibility for its ITSM suite. Achieving these additional processes signifies that Remedy’s ITSM suite exceeds ITIL compatibility in critical areas, enabling its customers to further benefit from the ITIL framework.
Remedy solutions were the first ever to be PinkVerify certified Enhanced ITIL Status compliant, and the company continues to embrace ITIL as a way to help its customers implement best practices in service management. — Hp ITIL HP’s approach to ITSM is based on industry best practices of the IT Infrastructure Library (ITIL) and is designed to address the people, processes and technology issues that all IT organizations face.
Today, many IT or service provider organizations face the challenge of shifting paradigms from infrastructure management toward service management.
Today HP ITIL has become the most widely accepted approach to IT service management in HP as well as in other industries.
There is remarkable growth in HP as well as HP’s contributions and comprehensive offerings around both HP ITIL and IT service management. HP ITIL: As the first major corporate sponsor of the IT Service Management Forum in the U.S., HP has been an active supporter of ITIL since 1995.
HP ITIL uses ITIL and HP’s ITSM Reference Model to help customers achieve maximum IT operational effectiveness.
HP has contributed significantly to the ITIL, and continues to be a developer, reviewer and user of the ITIL, employees have served and continue to serve as officers and board members of it SMF organizations around the world, and many more are active it SMF members.
Many of the original contributing organizations have chosen to become HP customers or HP partners.
HP ITIL is a vital and important presence in the IT service management field and provides a one-stop-shopping experience around ITIL for IT and service provider organizations An HP ITIL Success: Among the many companies who have put HP’s expertise to work is Advance Transformer, an industry leader in the ballast components and LED drivers for commercial, industrial and institutional lighting, HP ITIL has gained phenomenal success.
With over 6,000 employees and contacts across North America, Europe and China, as well as expansion plans into South America, they knew they needed a better supply chain infrastructure.
Advance Transformer had an aggressive plan. During the first phase of a multi-phased project, they conducted an SAP implementation.
In the second phase, they incorporated an enhanced use of the IT infrastructure Library (ITIL) enabled by HP OpenView Service Desk.
HP ITIL was a mission-critical step, because it meant that business processes would continue running efficiently for users at all points of the overall project.
In fact, due to HP ITIL, the role and contribution of the service desk became an integral piece of Advance Transformer’s proactive style of service management.
Moving forward into the third phase of HP ITIL, the company aims to expand the utility of service management reporting into documentation that will be useful to all departments.
The project is not finished yet, but the company has already seen dramatic results and received numerous industry awards. HP Consulting and ITIL: As a leader in IT infrastructure management, HP Consulting provides the highest number of ITIL-certified consultants who apply HP ITIL best practices and proven methods to help you transform your business so it will thrive and win in the new economy.
HP Consulting can help you design and implement IT processes that reduce the complexity of IT management and align IT service delivery with the needs of the business.
HP Consulting, an experienced deliverer of ITIL-based consulting services and products since 1996, is the owner of HP’s IT service management reference model.
HP ITIL brings you world-class design expertise, proven methodologies focused on time-to-market with knowledge transfer, and leading technologies that meet your business goals. HP OpenView and HP ITIL: HP combines the HP IT Service Management Reference Model with HP OpenView to provide a complete portfolio of service-driven management software.
Unlike other software offerings, HP OpenView’s integrated service management solution covers every aspect of service management for all types of IT and service provider organizations.
That means both HP OpenView Service Desk and the HP OpenView technology service management solutions provide a level of integration unparalleled in the industry.
Now you’ll be able to: Run IT as a business, for better management of cost, quality, agility and risk of IT services Move from a technology provider to an IT service provider Develop a common language, both internally and with external partners Map IT services, people and management technology back to overarching IT processes Manage the lifecycle of IT services — In sum, there are several good reasons to Implementing ITIL: To get your TCO under control To go from a reactive organization to a pro-active organization To make your department ready to outsource some of it’s activities Make your department ready for the market And so on….. Difficulties on the road to Implementing ITIL: Because Implementing ITIL means also that you have to chance the mind setting of your employees, it is a very difficult process.
It means getting the techies to be more aware of service and business (something technicians hate).
There are a lot of emotions involved so the Implementing ITIL leader must be not only a project leader but also a people manager.
Implementing ITIL a process what takes a lot of time and mostly the period of time is underestimated.
Much too often companies with external help want to implement ITIL to fast, which causes a lot of problems.
The best way to Implementing ITIL is doing it in several stages making sure that every stage is done properly and you gave the project the proper place in your organization.
There is no such way as a standard procedure to Implementing ITIL, because it is a set of best practices, you can take from the set what you like for your organization and fit it in. By adopting and Implementing ITIL best practices, companies are better able to deliver optimal, value-based IT service management solutions.
The objective of Implementing ITIL best practices is threefold: Align IT services with the current and future needs of the business and its customers Improve the quality of the IT service delivered Reduce the long-term cost of IT service provision. Key Considerations in Implementing ITIL Standards: Here are some key variables to examine when considering Implementing ITIL. The size and range of the business—Small and large organizations are faced with differing challenges in Implementing ITIL.
Small organizations may need to have the same resources acting in multiple distinct roles within the ITIL framework, which can be a challenge.
Conversely, large organizations are faced with the task of extending unified processes across large and often fairly independent business units.
The resources at your disposal, including staff—Do you have the right people in-house to perform the number of roles that Implementing ITIL mandates, or will you need to look elsewhere? Do you have the financial resources to invest in an enterprise-wide standards initiative like ITIL and see it through? The maturity of staff, processes, and the organization—Is the staff seasoned enough to perform at a best practice level? Can any of your existing processes be integrated into the new regime, or does everything need to start from zero? The level of dependency of the business on IT —Companies that rely heavily on IT may find the Implementing ITIL painful in all corners of the business, while the few companies that do not rely heavily on IT may not realize enough value to make the exercise worthwhile.
The culture of the business—Is the culture one that breeds, recognizes, and strives for excellence, or for mediocrity? Does it resist or embrace change? Has it shown an aptitude at maintaining consistent processes, and at seeing major, long-term initiatives through to completion? Communication strategies for IT and the company as a whole—What vehicles are in place to communicate the purpose, status, and benefits of Implementing ITIL.
How can you make your users understand their roles in the new process regime and enforce the new model without taking draconian measures?
Read more about ITIL Best Practices : In EMA’s recent service level management SLM buyer’s guide only14….:
Accredited ITIL Foundation, Intermediate and Expert Certifications
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ITIL - ITIL Best Practices : In EMA’s recent service level management SLM buyer’s guide only14….
ITIL - ITIL Best Practices : In EMA’s recent service level management SLM buyer’s guide only14….