Versions costed 6 millions euros, this version

Versions and principles of ITIL In 1980, the Central Computer and Telecommunications Agency (OGC) startto develop ITIL for UK government ministries to produce a collection of  best practices.

So, the first version of ITIL wascreated in 1989, it costed 6 millions euros, this version contains 44 books andthose books were updated and condensed into 8 books, which became the version 2of ITIL in 2000. Those books are essentiallybased on the alignment of IT and business processes. It defines a commonlanguage that improves communication between IT and business leaders.The version 3 wascreated in 2007 and updated in 2011 (it is the last version of ITIL). The V3presents new evolution like the extension of scope to the satisfaction of thebusiness services. The V3 define a method to integrate the IT and businessprocesses. So, to do this,  it delets theborders between IT and business processes by replacing the computer language bythe language of business.ITIL is composedby thirty processes that are grouped into 5 phases corresponding to the 5lifecycle of a service.

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Each phase corresponds to a book. 1.     Service Strategy This phase isbased on the model of the 4P : Plan, Perspective, Patterns andPositionning and it focuses on the global strategy of IT services and management.Its mission is to create value to an IT service by understanding organizationalobjectives and customer needs. This book covers the following topics : thedevelopment of market spaces, business relationship management, demand management,financial management, organizational development and strategic risks.

 2.     Service Design  ITIL servicedesign gives guidance how to design and develop the services, its goal is toconvert strategic objectives into available services. It containes eightprocesses : design coordination, service catalog management, management ofservice levels, managing the availability, capacity management, managing thecontinuity of IT, security management information, and supplier management.  3.     Service Transition The servicetransition details how organization make transition from one state to anotherwhile controlling risk.The processes ofthis service are: planning and support a transition, change management andvalidation testing services.  4.

     Service Operation This bookidentifies best practices for delivering service level agreement (SLA) to end-usersand customers. It describes  thoseprocesses : the management of events, execution of queries, incidents, andaccess problems.   5.     Continualservice improvement  ContinualService Improvement is the equivalent of the Management Systems described inISO 9001. This final phase allows the improvement of service managementprocess.

It allows to define what to measure, collect basic data, analyze anduse information.Benefits of ITIL : The mainobjectif of ITIL is to improve customer service. Adoptingthe model brings many benefits to the organisation using it :·       Timesaving·       Costreduction·       rolesand responsibilities are defining  inmore precise way·       Improveresource utilization·       Bettercompetitivity and productivity of the organization·       Decreaserework and eliminate redundant work·       Improvedquality contol ·       Improveuser satisfaction (staff and customers)·       Improvethe communication between services·       Controllingprocesses with relevant and measurable indicators to identify levers for costsavings·       Betterquality of IT services ·       Ithelp to learn from previous experience ITIL is developed for all type of the IT organizationand used in public or private company. It was developped to cover the lack of formerguidelines, for managing different aspects of IT Service Management and ensure qualityof IT services, so, ITIL gives robust practices and help organisation to cutcosts and improve the quality and notoriety of their services and theirreputation.ITIL is a combinaion of experience where companieshave bundled the best practices of service providers, but the practices of ITILare specific to a defined context.

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