ITIL
- Best Practice process framework developed for IT Service Management which can be used for any kind of service management including Telecommunications
- Industry best practice guidance for Service Management processes developed initially for UK Government IT Departments
- Certification of individuals available via Foundation, Practitioner and Manager/Master training
- Standardised, internationally recognised vocabulary
- Size, technology and industry independent
- Publicly available
- Scope:
- Service Support
- Incident Management (faults, deviations from normal performance,
- Service Request Management (standard, pre-approved changes, moves, adds, installations))
- Problem Management (root cause analysis, systematic improvement)
- Change Management (change control over technology, processes, platforms, infrastructure etc)
- Release Management (implementation control for technology and processes)Configuration Management (understanding the managed environment - recording and tracking)
- Service Delivery
- Service Level Management (understanding the business needs and ensuring delivery)
- Availability Management
- IT Serivice Continuity Management; which forms the backbone to modern Business Continuity Management
- Financial Management for IT Services (understanding, capturing and recovering costs, budgeting)
- Capacity Management
- Security Management
- Application Management (software development life cycle including business change)
- ICT Infrastructure Management (network service management, operations management , management of local processors, computer installation and acceptance and systems management)
- Business Perspective (IS View on Delivering Services to the Business)
ISO/IEC 20000
- An international standard based directly on ITIL and enhanced with wider management requirements
- Developed and published in 2005 after (and directly based on) British Standard 15000 (2002) and Australian Standard 8018 (2004) in response to international demand
- Developed to address the need to be able to test and certify an organisations’ level of compliance to ITIL
- Adds the following to ITIL:
- Supplier Relationship Management
- Business Relationship Management
- Planning to implement New and Changed Services
- Service Reporting
- Management requirement to lead, finance, train, measure and govern the implementation
itSMF
The IT Service Management Forum (itSMF) is the only internationally recognised and independent organisation dedicated to IT Service Management. It is a not-for-profit organisation, wholly owned, and principally operated, by its membership. It is a major influence on, and contributor to, industry “best practice” and Standards worldwide, working in partnership with a wide range of governmental and standards bodies.
Formed in the UK in 1991, there are now national chapters in an ever-increasing number of countries. Its aims are:
- To develop and promote industry best practice in service management
- To engender professionalism within service management personnel
- To provide a vehicle for helping members improve service performance
- To provide members with a relevant forum in which to exchange information and share experiences with their peers on both sides of the industry
Approximately 80% of the membership represents organisations striving to implement and sustain high quality IT Service Management solutions, with the remainder being organisations providing products and services to assist in those endeavours. Members range from large multi-nationals through small and medium local enterprises to individual consultants and cover both the public and private sectors.