IT departments can improve their efficiency by using IT Infrastructure Library (ITIL) guidelines for running services,...
according to Forrester Research. In a paper discussing ITIL, Forrester analysts Thomas Mendel and Bernt Ostergaard said ITIL is becoming the standard methodology for running the different services in an IT department. According to Forrester, ITIL allows users to improve efficiency, simplify IT processes and define IT services so they can be compared with those of external suppliers to determine whether they should be run in-house or outsourced. The analysts said, "ITIL is the foundation for better control of how IT delivers services to business." Forrester urged users to start planning their ITIL implementation toward the end of 2004. "Rather than implementing ITIL in isolation, companies should take the opportunity to map their core IT services and upgrade their infrastructure management systems in conjunction with the ITIL implementation," said Forrester. ITIL was developed by the government's Central Computer and Telecommunications Agency for the UK public sector but has now been adopted globally. The guidelines - available online or through training courses - are overseen by international user group the IT Service Management Forum, which has 2,000 members in the UK. Organisations using ITIL include Procter & Gamble, Boeing and Barclays.
Areas covered by ITIL
- Dealing with problems
- Software control and distribution
- Service levels
- Service capacity
- Contingency planning
- Service availability
- Cost of IT services
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