<h2>ITIL:</h2><p>Information Technology Infrastructure Library (ITIL) is the documentation and management of consistent and comprehensive best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and is supported by a professional qualification scheme. </p><h2>Objectives when using ITIL best practice: </h2><p>The objective of using <a href="http://www.itil.co.uk/" target="_blank" title="ITIL ">ITIL</a> is to ensure end-to-end quality of IT service delivery. Implementing ITIL allows organisations to maximise their ability to prescribe, predict, action and audit any changes to operating environments.</p><h2>ITIL and Quality Standards: </h2><p>ITIL can't be used on its own, it has to sit within a structured approach to quality standards and accreditation such as ISO 9001 (Quality Management), ISO 20000 (IT Service Management) and ISO 27001 (Information Security).</p><h2>ITIL implementation: </h2><p>ITIL depends on a structured approach with all personnel in a service organisation being fully trained and conversant in their role within the service organisation.&nbsp; This must include their interface points with others in the overall service management process.</p><h2>Incident and Problem Management: </h2><p>Incident and Problem management includes the single point of ownership to accurately track all incidents that are received at a Service Desk even if they are resolved elsewhere through reallocated, escalated or resolution by a third party.</p><h2>Service Management Software: &nbsp;</h2><p>Service Management Software tools are tools used to track each incident from inception through resolution and ultimate closure.&nbsp; This will include all escalation to relevant parties and reporting on service management information at timely intervals.</p><h2>Change and Release Management: </h2><p>A core process within ITIL is 'Change and Release Management' to maintain the integrity and security of the IT infrastructure in care.&nbsp; All implementation activities are governed by strict management controls ensuring that changes are successfully executed.&nbsp; All Change plans also contain back-out steps allowing for roll-back to the previous state with minimal disruption to the provision of the standard service.</p><p>The Change Management process encompasses the following elements:</p><ul><li>Receiving and analysing change requests</li><li>Assessing and prioritising the impact of each change</li><li>Reviewing of back-out and test data</li><li>Implementation planning and scheduling</li><li>Organising strategic change reviews</li><li>Provision of technical authority for change approvals</li><li>Recording all changes</li><li><p>Conducting post-change reviews through an administration Change Management System</p></li></ul><p>Changes that are deemed to resolve a major business issue and require an increased level of urgency will be viewed as being an Urgent Change.&nbsp; This may result in a change being implemented even though a full test may not have been completed. &nbsp;In such cases, authorisation and communication procedures must remain in place to maintain the integrity of all records.</p><h2>Configuration Management: </h2><p>Configuration Management manages all hardware and software details in a centralised Configuration Management Database (CMDB), to provide accurate information in support of other Service Management processes.&nbsp; The CMDB should be viewed as business critical data and is regularly backed-up to ensure the ongoing integrity of decision making processes.&nbsp; Changes in hardware or software components are recorded and managed by means of the formal Change Management process and reflected within the asset repository.</p><h2>Capacity Management: </h2><p>Capacity Management is another area where there is a reliance on advanced software management tools to capture server performance data metrics.&nbsp; The data gathered by these tools is used for capacity analysis and planning as well as for proactively monitoring the ongoing performance of critical components.&nbsp; Capacity threshold criteria are determined in accordance with the component type and are designed to facilitate peak loads and foreseeable requirements.</p><h2>Availability Management: </h2><p>ITIL Availability Management processes provide IT platforms and support processes that deliver an agreed level of service without wasteful and expensive over-engineering. Availability Management encompasses the future business demand and this will be discussed as part of the regular Service Review Meetings.&nbsp; The process will require the continued monitoring and reporting on the key service elements, highlighting potential resource constraints and predicting the expected required levels of service.&nbsp; In determining the future requirements it is imperative to understand the future business activities and drivers.</p><h2>Service Improvement Programme:&nbsp; </h2><p>All service situations must have a constant service improvement programme.&nbsp; Optimisation and Transformation programmes cater for the reality of change on any organisation.</p><p>Do you have question about ITIL&nbsp;- let us know at the&nbsp;IT Sanctuary at <a href="mailto:tellus@theitsanctuary.com" title="tellus@theitsanctuary.com">tellus at theitsanctuary.com</a>&nbsp;</p><p>&nbsp;</p>

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