Pradeep A. Sree Harsha S
ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.
The IT Infrastructure Library, ITIL, is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM). The main focus of it service management (ITSM) itself is generally divided into two main areas, service support and service delivery. IT Service Management is concerned with delivering and supporting IT Services that are appropriate to the business requirements of the organization.
ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. IT Service Providers will be striving to improve the quality of the service, but at the same time they will be trying to reduce the costs or, at a minimum, maintain costs at the current level.
BS 15000 is the world first standard for IT Service Management. BS 15000 consists of two parts. BS 15000-1 consists of 10 sections, which includes: scope, terms and definitions, requirements for management system etc. BS 15000-2 provides assistance to organizations that are to be audited against BS 15000-1 or are planning service improvements. BS 15000 has been now adopted by ISO and has become ISO 20000:2005.
The approach followed during the R & D was to understand the ITIL framework, and the following pages of the report are a comprehensive analysis of the ITIL frame work and the BS 15000 standard