ITIL AND ISO 20000 SERVICE MANAGEMENT APPROACHES

ITIL and ISO 20000 Service Management Approaches



Table of Content

Abstract3

itil and iso 20000 service management approaches4

1. Introduction4

2. Current explanation and issues4

2.1 advantages and disadvantages5

2.2 relevant case histories5

2.3 reflection on issues of social responsible computing.6

2.4 potential issues in the future (five years ahead) related to your first topic7

3. Current explanation8

3.1 advantages and disadvantages8

3.2 relevant case histories8

3.3 reflection on issues of social responsible computing9

3.4 potential issues in the future (five years ahead)9

4. Potential issues in the future (five years ahead) related to your second topic10

5. Refection on the relevance of the content of the assignment and unit10

6. Conclusion11

7. References14

8. Bibliography16

Abstract

The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an information technology organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure. The operational procedures and practices are supplier independent and apply to all aspects within the IT Infrastructure.

ITIL was originally created by the CCTA under the auspices of the British government, and ITIL is a registered trademark of the UK Government's Office of Government Commerce (usually known as the OGC). The 'library' itself continues to evolve, with version three, known as ITIL v3, being the current release. This comprises five distinct volumes: ITIL Service Strategy; ITIL Service Design; ITIL Service Transition; ITIL Service Operation; and ITIL Continual Service Improvement. These can be obtained from TSO Books, the publishers.

ITIL and ISO 20000 Service Management Approaches

1. INTRODUCTION

For the improvement of IT Service Management, the ITIL framework has become a de facto standard. Standardization caused certification to become possible. The core of the standard focuses on Service Support (Service Desk, Incident, Problem, Change, Release and Configuration Management) and Service Delivery (Capacity, Availability, IT Continuity, IT Financial and Service Level Management) (Abrahamson, 2001). ITIL also forms the basis of the ISO-20000 standard.

A second important standard for IT Service Management is CobiT. CobiT is business focussed and proposes a controls-based approach to IT management. The latest version, CobiT 4.1, is also closely linked to IT Governance (and Val IT). It encompasses 34 processes split into 4 broad domains: 'Plan & Organize', 'Acquire & Implement', 'Deliver & Support' and 'Monitor & Evaluate'.

ADJUGO offers a complete range of services in IT Service Management and has developed and has developed Briefings, Consultancy Packs and trainings to support the implementation or improvement program(ISO , 2003). ADJUGO will help you in adhering to the best practice approach for IT Service Management. Striving for adherence to such a standard raises the maturity of the way your IT management processes are organised and managed on a day-to-day basis.

2. CURRENT EXPLANATION AND ISSUES

2.1 ADVANTAGES AND DISADVANTAGES

The provision of IT services becomes more customer-focused and agreements about service quality improve the relationship(Escanciano, 2001). The services are described better, in customer language, and in more appropriate detail. The quality and cost of the services are managed better. Communication with the IT organization is improved by agreeing on the points of ...