The Information Technology Infrastructure Library (ITIL) is a reference frame of best practice service management for IT infrastructure, development and operations.
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Strategic alignment: Ensuring IT services are directed to support business needs. |
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To improve the quiality of IT services: Data processing departments are often seen as expensive. IT is essential and must be supported and aligned for the success of the company. |
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To reduce the cost of services: A tested methodology including performance measurement and optimisation of resources for productivity gains in IT departments. |
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To anticipate and cover the risks: Business today is very dependant on IT resources; the impact of IT unavailability sometime has critical consequences |
ITIL defines a tested methodology drawing on best-practices from IT organisations. Defining a reference frame and a common vocabulary ITIL is the definative standard in IT service management. The structured, formalised and single framework facilitates the exchange and understanding of problems and goals. Some key concepts:
- Customer Orientation : The user and the business are the main focus
- Process Approach : Approach transverses the organisation
- Life Cycle : To manage an incident or change from beginning to end. This concept of cycle is important in service management.
- Quality : Continuous improvement
- Resource optimisation : Driving efficiency
- Concept of service : Responsible to the customer
The framework proposed by ITIL is divided into volumes, each of the guidelines may be adapted to fit the business environment. This framework makes it possible to address productivity, quality and responsiveness, it structures the relationship between the IT department and the users.
Methodology is firmly directed towards the customer, putting the emphasis on the quality of service and pragmatic operational installation. The various ITIL components can be implemented in several stages, independantly of the others.
Many Good Practice Guide (GPG) concepts support those present in ITIL, which themselves came from Capability Maturity Model Integration (CMMI), in particular change and configuration management.
ADN has the knowledge and experience to join expertise in GAMP & GPG IT Control and Compliance, ITIL and CMMI with systems engineering.
IT has become increasingly improtant for business activities, the rate/rhythm of thechnology change accelerates; users require higher levels of service to meet their objectives. All these factors impose an IT environment in which Change must me carefully managed and controlled.
