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ITIL ITSM. Are they
the same thing? Not by a long shot and yet the two terms get used
interchangeably.
ITIL ITSM – the key
elements
ITIL processes are one
of the key elements of a successful IT Service Management
or
Service Level
Management implementation. Besides processes there are
organizational aspects such as the clear definition of roles and
responsibilities, organizational structure and (perhaps
reengineering), skills and training, technology aspects such as
management frameworks, and tool architectures, and service aspects
such as service levels, service measures, service level agreements,
the service catalog and service level reports.
ITIL ITSM – beyond
ITIL
ITIL itself is a
fundamental and essential building block in an IT Service Management
implementation. What you must keep in the back of your mind is that
ITIL is about process, which is typically the last ting an
organization will focus on for effectiveness and efficiency
viewpoints.
The first of the three
others are the organization itself such as policies and guidelines
conforming to the various governance aspects. The second is the
people, that is having the right people with the right skill sets at
the right place and time to support the organization. Then thirdly we find that a huge
effort has been put into technology to support those people in their
efforts.
ITIL ITSM –
Organization, People, Technology and Process
So together these four
things give us a Total Service Management philosophy rather than
just another component dealt with in
isolation.
With this in mind,
then you should never be under the impression
that ITIL is the
equivalent to IT Service Management.
Want to find out more
about ITIL:
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