ITIL and Your Organization

Why ITIL

• Traditional IT management is focused on resources and technology.
• Since technology changes rapidly, IT is continuously reorganizing to fit the organization to the technology.
• IT service management focuses on process.
• Processes are less likely to change despite improvements in technology. Processes also tend to be more results focused.
• ITIL re-focuses the IT organization to going back to serve the organization.
• It provides a common language that the customer and IT understands. This translates to less confusion and more effective communication.

IT Incident Management Concepts

Objective of Incident Management

• Restore unscheduled service interruption as quickly as possible

IT Configuration Management Concepts

Objective of Configuration Management

Provide reliable and current details about the IT infrastructure

• Maintain a logical model of the IT services.
• Identify, monitor, control and provide information about configuration items and their versions

In short, maintain a Configuration Management DataBase (CMDB)

Financial Management for IT Services

Objective of Financial Management for IT

• Provide IT services at a reasonable cost:
  • Support business in planning and realizing its business objectives
  • Ensure that IT spending is reasonable
  • Minimize financial risks in management decisions

IT Capacity Management Concepts

Objective of Capacity Management

1. Provide required capacity at the right time and at the right cost

Why Log Incidents

Incident logging is critical for IT Service Management for the following reasons:

1. The first and perhaps most obvious reasons is you want to know if there are pending incidents that need to be resolved. When supporting a service, you want to make sure that everything is working as it should. You would not want to miss resolving an incident that would affect say a major service used by your company.

IT Problem Management Concept

One of the difficult things to understand in ITIL concepts is the concept of problems. Many confuse it with incidents. I have written an article explaining the difference between the two: Incident and Problem: What is the Difference.

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Handling Critical Incidents

There are many kinds of incidents. A PC used by a customer service representative may not be as critical as say, a central computer crashing. In the first case, the effect is probably only to one person while the second case affects practically the entire company.These incidents can be called critical incidents, severity 1 incidents, high priority incidents or whatever.

Incident and Problem: What is the Difference

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define these two terms.

• An incident is an unplanned disruption or degradation of service.
• A problem is a cause of one or more incidents.

Quite often, these two terms are used interchangeably. This causes a lot of confusion. Sometimes people will add another term, "issue" to mean the same thing.

IT Service Level Management

Objectives of Service Level Management

1. Define business requirements that IT services must meet
2. Ensure that IT services are at an acceptable cost
3. Align IT strategy with business needs