ITIL

ITIL Training Program

ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. The best practice processes promoted in ITIL support and are supported by, the British Standards Institution's standard for IT service Management (BS15000).

What is ITIL?

ITIL (the Information Technology Infrastructure Library) is a best practice IT Service Management process framework initially developed by the Office of Government Commerce (OGC) within the UK government. Subsequently it has been developed in collaboration with leading industry experts, consultants, and practitioners over the last 15 years. Since its launch, ITIL has been widely accepted throughout the world as the de facto standard for best practice in IT Service Management. Joining the ITIL club admits an organisation to a consistent and comprehensive approach to service management ranging from software products to consultancy, training and qualifications. The common approach brings with it a common language of ITIL terms, which permits easier understanding of suppliers and products.

The ITIL Processes. Whilst there are many volumes in the ITIL library the core consists of the Service Support and Service Delivery sets. These sets describe the operational and tactical processes that should be in place for an IT organisation to deliver consistent high quality services. The Service Support set describes one function and five work processes: Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, and Release Management. The Service Delivery set describes six work processes: Service Level Management, Financial Management, Availability Management, Capacity Management, IT Service Continuity Management, and Security Management.

Who is Using ITIL? Globally thousands of organisations have adopted ITIL and the same trend can be seen in Malaysia with organisations in all levels of government, health groups, financial institutions and many others.

Benefits of Using ITIL. Investing in ITIL processes means that the service delivery capability of the IT organisation can be improved. ITIL processes are cross -functional, improving the communication between teams within the IT department, rather than the silo effect that is characteristic in systems-focused organisations. Incident, Change and Service Level Management particularly enhances communication both within the IT department and between IT and the business. Benefits include: faster resolution times (increased productivity); decrease in problem resolution times (increased infrastructure availability); increased efficiencies in capacity (better investment decisions); insurance value of Contingency Management (payoff in the event of disaster); increased availability (increased productivity); more uniform management of service levels (reduces duplication and inefficiency costs). There are many additional benefits.

ITIL V3

The much anticipated ITIL V3 was released to the IT Service Management market on 30 May 2007. Whilst ITIL’s history goes back some 20 years, this newest version is perhaps more significant than the previous because of the global uptake of ITIL over the past 5 years since the release of the ITIL V2 IT Service Support and Delivery books.

Updating ITIL V2-V3

The update form ITIL V2 to ITIL V3 has also brought a change in the ITIL Certification Credit System. The APMG has published a press release on their site detailing these changes. They have also released an ITIL V3 Qualification Diagram that visually represents the new Certification hierarchy.

Click here to read ITIL Certification Credit System press release

Click here to see ITIL V3 Qualification Diagram

ALC Training Program

ALC, in association with our training partner Lucid IT, provides a comprehensive ITIL training program throughout Australia, New Zealand, Malaysia, Hong Kong and Singapore. Lucid IT is a leading provider of professional management, consulting and educational services in IT Service Management and is the region's most experienced practitioner of ITIL. View the ALC training schedule for more information on ITIL courses.