Paper 1

Syed M Quadri

Information Technology Infrastructure Library (ITIL)

Introduction:
ITIL is a set of practices for IT Service Management that focuses on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. Some of the benefits of ITIL are:

Improved IT services Reduced costs Improved customer satisfaction through a more professional approach to service delivery Improved productivity Improved use of skills and experience Improved delivery of third party service.

ITIL HISTORY:
ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector.The earliest version of ITIL was actually originally called GITIM, Government Information Technology Infrastructure Management. Obviously this was very different to the current ITIL, but conceptually very similar, focusing around service support and delivery. In the 1980s the British government approached the Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), to develop an approach for efficient and effective use of IT resources by British public sector organizations.

Paper 1

Syed M Quadri

Timeline of ITIL :
End of the 1980s Following a series of high profile failed Public Sector IT projects that were reported in the media, resulting in much criticism and debate levied at the government in power, the Central Communications and Telecommunications Agency (CCTA) commissioned and managed the production of the Information Technology Infrastructure Library (ITIL). The production centered on the areas of Service Support and Service delivery, involving various organizations and experts working in the IT industry sector at the time. 1991 During this period a series of ten books were published covering the areas of ITIL Service Support and Service delivery. 1993 In the Netherlands, the Examination Institute for Information Science (EXIN) is established to deliver ad administer the ITIL examination. 1993-1994 The ITIL Foundation course is launched providing a three-day introduction or entry level into ITIL with a multiple-choice examination being provided. 1995 Continued international interest grows with regards ITIL and adoption of the best practice increases. ITIL version 2 was released. ITIL v2 included eight publications, with Service Support and Service Delivery publications being the most popular. ITIL Service Support and Service Delivery books were considered to be the core of ITIL v2 and employed a process-driven approach which can be scaled to fit any size of organization. 2005 OGC issued notice of an ITIL refresh, commonly known as ITIL version 3, which became available in May 2007. 2008(Modules)

Service Lifecycle Modules:

2

Paper 1

Syed M Quadri

Service Transition, Service Operation

Service Capability Modules:

Service Offerings & Agreements, Operational Support & Analysis and Release, Control & Validation

2009(Modules) Service Lifecycle Modules:

Service Strategy, Service Design, Continual Service Improvement Managing Across the Lifecycle

Service Capability Modules:

Planning, Protection & Optimization

2011 ITIL published an improved version of ITIL V3. ITIL is currently the most widely accepted non-proprietary framework for IT service management. ITIL Implementation: companies that implemented ITIL:

HMRC Implementation ITIL: An accessible and sustainable framework was developed to mitigate and manage risks associated with future changes across this complex IT environment. The 8.2 million per annum reduction in IT operating costs was achieved by: Implementing a new payments engine, so that four legacy services could be disabled Decommissioning a 25-year-old legacy service Consolidating other services Improving user functions across the 48 services affected

Paper 1

Syed M Quadri

HMRCs senior IT management commented in their IT Celebrations note for April 2011 that the ITIL gave greater business confidence in IT ability to deliver flawlessly and that the work has made our systems more stable and up-to-date, improving the experience of HMRC for our customers. Bank of Newyork: Technology managers at the Bank of New York thought they were doing a good job of running the information systems, networks and other services the company supplies to its internal and external customers. But good wasn't good enough. They couldn't back up their assessment with metrics. Then Bank of New York's technology managers turned to the Information Technology Infrastructure Library, or ITIL, which provided them with a Feedback loop to reduce or eliminate future incidents by collecting and analyzing the source of incidents and taking corrective action before a similar incident reoccurs. Procter and Gamble: IT infrastructure outsourcing and multisourcing are tricky tasks for enterprise CIOs, but bringing the IT Infrastructure Library (ITIL) framework into the process can make large-scale outsourcing deals more palatable. The Procter & Gamble Company, a $US80 billion a year consumer-products company based in Cincinnati, with more than 135,000 employees in 80 countries, has gone through several rounds of IT outsourcing, starting in 2003. "We were embarking on a fairly rapid global expansion, and we felt like we needed to have the capacity and capability to meet that global expansion and business expansion with IT infrastructure and application capabilities," said Daryl Goetz, Procter & Gamble's global IT Service Management (ITSM)/ITIL manager.

Paper 1

Syed M Quadri

Internal Revenue Service ITIL Implementation: The Internal Revenue Service collected a staggering $2.3 trillion in revenue in 2009, and yet for every $100 collected they spent just 50 cents. Contrary to popular belief, the IRS believes that they must excel at enforcement and service to meet their business goals. With 8,000 IT staff responsible for 102,000 IRS employees, they needed an IT framework that would meet their needs and decided on ITIL. Previous to the decision to adopt ITIL company-wide, individuals were being trained in ITIL V2 but there was no formal adoption. The IRS sought to change this and adopt ITIL across the business, this required a vast amount of training and buy-in. First, IRS ensured they had senior support from the start by training up management. They then worked on a bottom up training strategy for the whole IT team. Everyone was trained in ITIL Foundation, some were trained in ITIL Intermediate and then a few ITIL Experts were trained. This approach meant that everyone was trained up together to allow for a smoother adoption of ITIL. Citation:

History of ITIL http://www.it-qms.com/history-of-itil/

ITIL Implementation http://theartofservice.com/companies-using-itil-in-us.html#
http://www.best-managementpractice.com/gempdf/Managing_Successful_Change_IT_Service_Transformation_at_HMRC_Cas e_Study_v1.pdf

http://www.cio.com/article/17921/Management_Report_Most_Companies_Adopting_ITI L_Practices http://www.baselinemag.com/c/a/Projects-Processes/How-Bank-of-New-York-UsesITIL-to-Troubleshoot/.