Managing IT service in an organization is a daunting task, regardless of the size of the company. complexity of IT system, or the requirement of the IT Service. IT Service Management in practice has so many factors and aspects that affect the success of IT Management in a company. Therefore, a standard is needed to guide organization of how to successfully manage their IT operations and services. The ITIL is made to deliver that kind of standard in IT service, because there was no single IT management practice to be found during that time, while the dependence on IT is growing bigger and bigger.
ITIL is the industry standard for practice of IT Service Management. It once became BS 1500, BS Stands for British Standard, an industry standard regulated for Britain. Afterward, it become international standard when International Standard Organization adopted the BS1500 into ISO/IEC20000 as IT Service Management Standard. The adoption is made due to he higher reliance and dependence of business in IT, therefore increasing risk in IT management. Learn more about the fundamental of ITIL in the course of ITIL 2011 Foundation Course.
The Beginning and ITIL Journey
ITIL began in 1980’s when the reliance and dependency of company to IT was increasing. In respond to that growing dependency of IT, CCTA or Central Computer and Telecommunications Agency, a UK government body developed a set of recommendation, which later to be developed into a set of best practices, for UK’s government agencies to manage IT and the service related to IT. ITIL was aimed to standardize the the IT practices in government agencies and also private sectors alike in the United Kingdom.
The basic premise of ITIL is based on a quality management process model, developed by W. Edwards Deming, the one who introduced the concept to Japanese corporations in 1950’s. The process model was adopted into Japanese industry culture and become the key to Japanese industrial success in the 1970’s.
The process model is known as PDCA, which stands for Plan-Do-Check-Act. It is the thinking process that every process should follow the circle of PDCA with its controlling and monitoring the operations embedded into each process. Continuously applying the PDCA will lead to continuous process improvement, due to the continuous process monitoring and improving the production process, which in the case of IT service is the improvement of the quality of IT service.
ITIL was first issued in 1989 and it continued to grow its standard until 1996 when the first recognized standard of ITIL is introduced as ITIL version 1. This first version of ITIL consisted of more than 30 volumes of best practices.
However, large documents are not practical to be a set of guidelines, therefore ITIL is re-organized and in 2003, ITIL version 2 is issued. The structure of ITIL is divided into 9 set of processes and grouped into related-process guidelines in the aspects of IT Management, IT Application, and IT Services. Out of the 9 set of practices, the most common widely used is the IT Service Management set which consist of IT Service Support and IT Service Delivery. By far, when people speak of ITIL, most of the time they refer to the standard IT Service Management practice of Service Support and Service Delivery of ITIL version 2.
Prior to the release of ITIL version 2, CCTA was merged into the Office of Government Commerce as part of the UK Treasury Department in 2001. The ITIL certification was also issued for IT professional and business professional as well who wants to have their IT Service skills to be acknowledged.
In 2007, ITIL version 3 was released. The IT process is defined into 26 processes and grouped in 5 volumes. This version also called ITIL version 2007. Then lately In 2011, ITIL version 3 is updated. ITIL as of 2011 version is no longer owned by OGC due to some administration factor when OGC was incorporated into cabinet office. Since 2011, ITIL is owned by the HM government, or the King/Queen of England government office.
ITIL Version 2011
In the version 2011 which an upgrade to version the previous 2007 version, the 5 volumes of ITIL are:
- Service Strategy: aim to understand organizational objectives and customer needs of IT service
- Service Design: focus on turning the service strategy into a plan for delivering the business objectives.
- Service Transition: to develop and improve capabilities for introducing new services into supported IT environments.
- Service Operation: aim to manage services in supported environments.
- Continual Service Improvement: focus on how to achieve services improvement incrementally and large-scale improvement.
Grasp more understanding of all those volumes of ITIL 2011 in the Udemy course of ITIL 2011.
ITIL Training and Certification
As an industry standard, ITIL possess a certification intended to individual and organization who wants to be assessed and acknowledged of their proficiency on IT service practices The ITIL certification is managed by ITIL Certification Management Board (ICMB), which includes representatives from interested parties within the ITIL community around the world.
The ITIL Certification consist of the following degree:
In order to prepare yourself to take ITIL Foundation certification, please enroll for the course of ITIL Foundation Course which will provide you the 17 lessons to master ITIL Foundation to take the ITIL exam. By taking the exam you will understand how the IT Service is constructed, what are the IT processes involved and how to achieve the continuous improvement of IT process with PDCA thinking process.
When you successfully pass the ITIL Foundation exam, you will receive 2 credits of ITIL Certification. with regard to be acknowledged as ITIL Expert, you must earn 22 credits from the available ITIL Lifecycle Modules and ITIL Service Capability Modules. Here are the list of the available modules:
15 credits of IT Lifecycle Modules (3 credits for each module):
- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO)
- Continuous Service Improvement (CSI)
16 credits of ITIL Service Capability Modules (4 credits for each module):
- Planning, Protection and Optimization (PP & A)
- Service Offerings and Agreements (SO & A)
- Release, Control and Validation (RC & V)
- Operational Support and Analysis (OS & A)
By learning the ITIL, you will be able to align your business and IT strategy and operation, thus reducing the risk of failed IT management. We must keep in mind that that Information Technology management and all IT related management system is a part of business management. Therefore, it is necessary to understand the business perspective of IT process and understand the risk related to IT. We also must remember that Standish Group, which since 1995 had issued the CHAOS report which studying the problem in IT project management. CHAOS report found that there are numerous IT project failures due to poor IT project management.
CHAOS report define the failure as the inability of the project to deliver the required target of time/cost/scope. As a result of the study, in United States alone in the year 1995 Standish recorded 31.1% of IT projects are cancelled which resulting the value of $ 81 billion cancelled project. Meanwhile in the last year report, the number has reduced to 21%. However, the slow quality improvement for 19 years required all business to take action in order to manage their IT infrastructure and service.
If you are willing to learn more of how to manage risk and manage project, There are courses available for you. You might consider to enroll the Risk management course to understand how to quantify the risk associated with every business aspect. You can also take Project management course for understanding the good project management and will be valuable to your practice in IT service management.