ITIL (Information Technology Infrastructure Library)
The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for managing Information Technology (IT) services (ITSM), IT development and IT operations.
ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC).
The goal of Service Management is the coordination of specifical, technical and organizational resources, in order to provide the customer a benefit from services. Service Management according to ITIL is a framework and comprises the entirety of necessary and specialized organzizational capabilites, Service Strategy, Service Design, Service Transition, Service Operation up to the continuous improvement of processes and services.
The separation into manufacturing, sales and usage of an IT application is out-of-date. Total Cost of Ownership analysis show a striking cost shifting from manufacturing to operating IT.
IT Service Management is the management framework, that plans, monitors and controls the quality and quantity of delivered services. The control variables are derived from the goals of the business process and customer orientation as well from cost optimization.
The three main goals of Service Management are:
- Alignment of IT Services to the existing and future requirements of the company at its customers.
- Optimize quality of the provided IT services.
- Reduce long-term costs of service work.
This process definition and the related main goals results in a basic change of philosophy: the IT user becomes an IT service customer!
Source: http://www.itil.org
BCT made it its business, to lean the company to ITIL orientierted processes and to support and improve the company processes and employees in their work fulfillment.
Especially as IT service provider we want to be indicative in a good handling of IT services regarding processes and responsibilities.
for this essential tasks, functions, roles and processes of all our company departments are defined. This ensures, that the everyone at BCT understands its mission.
Through the decision of our management to change our company methodical and organizational, we want to reduce costs while simultaneously increase quality. For a transparent Zur transparenten illustration for all employees we derive the operation figures recommended by ITIL and display them with our Balanced Scorecard, that we use to picture and measure our company.
At the re-structuring according to ITIL we do not approach all company areas at the same time (analog to a PLM implementation), but concentrate on single areas. This way we can gradually increase our quality. Tailored concepts with precise goals and milestones are elaborated and implemented.
Two examples for a better understanding:
In Service Strategy we improve the design of our solutions by implementing a requirements system, in order to better identify and evaluate the requierments of our customers and the market.
In Service Operation we rearrange our customer support and customize ITIL recommendations for call handling processes according to our needs. It describes the handling from the entry of a call through internal processing (1/2/3 Level) up to the closing of the call.
As an IT service provider we become controllable, comparable and understandable:
- Comprehensible processes
- Clear task/role assignment
- Control/monitoring via key figures
Addition benefit for our customers: We adopt the methodology of ITIL with the different areas (Strategy - Design - Transition - Operation - Improvement) for PLM implementations.