7 - Indira Gandhi Centre for Atomic Research

Information Technology Infrastructure Library - an overview
Vinod.J,
Abstract
ITIL - Information Technology Infrastructure Library - is a set of best practices and
guidelines that define an integrated, process-based approach for managing information
technology services. ITIL can be applied across almost every type of IT environment. ITIL
began in the 1980s as an attempt by the British government to develop an approach for
efficient and cost-effective use of its many IT resources. The best practice processes
promoted in ITIL are supported by the British Standards Institution's Standard for IT
Service Management (BS15000). The main focus of IT Service Management (ITSM) is
generally divided into two main areas, Service Support and Service Delivery. Together,
these two areas consist of 11 disciplines that are responsible for the provision and
management of effective IT services. This paper briefly explains the features and benefits
of ITIL.
1. Introduction
ITIL - the Information Technology Infrastructure Library - is a set of best practices and
guidelines that define an integrated, process-based approach for managing information
technology services. It was developed by the United Kingdom’s Office of Government
Commerce (OGC). ITIL was conceived in the late 1980s, by the mid of 1990s it had
become a standard in service management. ITIL has become so popular as it is a public
domain framework which is scaleable. The guidance is documented in a set of books
which are defined by related functions like Service support, Service delivery, managerial,
software support, computer operations, security management and environmental etc. ITIL
can be applied across almost every type of IT environment.
2. Benefits of ITIL
ITIL emphasizes the importance of providing IT services to satisfy business needs in cost
effective manner. ITIL approach can be adopted by any organization. The benefits of ITIL
are
• Speedy responses to customer enquiries and complaints
• Pro-active approach to service provision
• Improved quality of IT-related information for optimal management and decisionmaking
• Better management and control over the IT system's infrastructure
• More effective and efficient usage of resources related to service provision and
subsequent cost reduction potential
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Computer Division, Indira Gandhi Centre for Atomic Research, Kalpakkam
E-mail: vinu@igcar.ernet.in
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