ITIL
 ITIL (Information Technology Infrastructure Library) is a framework for IT service management authored and copyrighted by the United Kingdom's Office Of Government Commerce (OGC). It is experiencing broad and accelerating acceptance as a world-wide de-facto standard defining information realms, processes, roles, and metrics for IT services. It can play an important role in establishing a semantic model, i.e. a common vocabulary, for an enterprise needing to pull together branches of IT operations into a coherent operating unit. It does not dictate HOW it must be used or how many processes must be adopted; it is a toolkit and model that can save an organization from reinventing a complex wheel.
Requirements for success include: very strong support from enterprise management, willingness to change, and willingness to invest time and money in key management personnel and tools. It's our view that the methodology must include a space for analysis and implementation team members to work collaboratively. The primary result will be a set of information sources and business processes that allow Information Technology to support enterprise goals while controlling costs and ensuring quality.
ITIL V3 Processes and Functions
| Service Strategy Processes |
Service Design Processes |
- Financial Management
- Demand Management
- Portfolio Management
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- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
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| Service Transition Processes |
Service Operation Processes |
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Validation and Testing
- Evaluation
- Knowledge Management
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- Event Management
- Incident Management
- Problem Management
- Request Fulfillment
- Access Management
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| Service Operation Functions |
Continual Service Improvement Processes and Functions |
- Service Desk
- Technology Management
- Applications Management
- IT Operations Management
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- Continual Service Improvement Process
- Service Reporting Function
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Gailey Consulting Services
- Preliminary ITIL Assesment
- Process Analysis and Design
- The Business Case and Roadmap
- Implementation Plan
- Communications and Training Strategy
- Define Roles, Responsibilities, and Processes
- Evaluate and Select Tools and Technologies
- Manage the Implementation
Methodologies & Tools
- ITIL (Information Technology Infrastructure Library)
- PMBOK (Project Management Body of Knowledge) from the
Project Management Institute
- Help Desk Institute (Metrics, Best Practices)
- Web-based collaboration space for deliverable documents, meeting notes, and discussions
Business Sector Experience
- Communications (Telco)
- Finance & Banking
- Government
- Insurance
- Oil & Gas
- Professional Servcies
- Software Vendor Support
- Utilities
ITILŪ is a Registered Trade Mark,
and a Registered Community Trade Mark of the Office of Government Commerce,
and is Registered in the U.S. Patent and Trademark Office
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