Making your Customers Smile with Better Service Delivery
Information Technology Infrastructure Library (ITIL) has been around for 20 years, but interest within the United States has only increased in the last four to five years. ITIL is an excellent set of best practices, carefully organized and edited to provide organizations with information and structure for how to plan, implement, maintain and improve the service delivered to your customers.
If you work in the IT industry, it would be a good idea to add one or more ITIL certifications to your resume, because ITIL will be in your future very soon. If you plan to implement soon, think of ITIL as a long term project, sort of like a marriage, it’s going to cost you money and the journey will be long. This marriage will save you money in the long run.
Who owns ITIL? ITIL is owned by the Office of Government Commerce (OGC) and is copyright and trademark protected. The IT Service Management Forum (ITSMF) is the leading, independent, not for profit, organization that is owned and run by its’ worldwide members, to promote and exploit the benefits of ITIL. WhoooHoo!!
Part of ITIL is the constant improvement of each of the ITIL processes. ITIL’s goal is continued improvement through lifecycle to better support your customers present and future needs of their business. ITIL is a framework of how to manage IT like a business for the business. ITIL lets you decide what your goals or key performance indicators will be, so you measure your success based on your organizations needs. ITIL gives you vision.
Does ITIL have certifications, you bet they do? Within ITIL there are a number of certifications for individuals. The owner of the certification and the certification testing is the Dutch foundation Exameninstituut voor Informatica (EXIN) and Britain’s Information Systems Examination Board (ISEB). EXIN and ISEB jointly developed the professional certification system for ITIL. There are three recognized individual certifications:
- Foundation Certificate in IT Service Management
- Practitioner Certificate in IT Service Management
- Manager Certificate in ITS Service Management.
ITIL takes a process-based approach to managing and providing IT services; activities are divided into processes, each of which has three levels:
- Strategic: An organization’s objectives are determined, along with an outline of methods to achieve the objectives. Just like playing your favorite game of chess.
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- Tactical: The strategy appropriate for your organizational structure and specific plans that describe which processes have to be executed.
- Operational: The tactical plans are executed. Strategic objectives are achieved within a specified time.
ITIL isn’t just for IT companies. ITIL can be utilized in any service related center. ITIL is coming to your IT department sooner than you would like. Will you need an ITIL Master in your organization?
Mr. MakingUsmile
P.S.
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