7 - Indira Gandhi Centre for Atomic Research

• Higher IT system users' productivity due to reduced down times
• Enhanced customer care and higher customer satisfaction
• Discovery and implementation of permanent solutions
• Reduced numbers of incidents
• Improved ROI of IT
3. The Library
IT service to many organizations is usually provided by an internal department and must
have IT infrastructure which consists of Software, Hardware, Procedures for
communication, Service people, documents etc. These assets and their use must be
managed, hence the name IT Infrastructure Management. Together with IT service it
becomes IT Service management. ITIL books cover functions of IT Service Management
(ITSM). ITIL is organized into a set of books which are defined by related functions like
Service Support, Service delivery, Managerial , Software support, Computer Operations,
Security management etc. The OGC approached many different organizations for
assistance and performed an editorial function. The books were written by one
organization and quality assured by others. The ITIL books are of non-proprietary in
nature. It emphasizes the best practice because, the books represents the experience of
many IT professionals. The books are written to quality standards on par with ISO9001
requirements.
4. Library Coverage
The ITIL books cover functions of IT Service Management and provides cross-references
to other books. Each book can be read and functions can be applied in isolation. However,
more benefit is derived from viewing IT service Management as an inter related set of
functions. The Service Management section of ITIL is made up of eleven different
disciplines, split into two sections- Service Support and Service Delivery.
Service Support
• Configuration Management
• Change Management
• Release Management
• Incident Management
• Problem Management
• Service Desk
The Configuration Management provides the foundation for successful IT Service
Management. The object of Configuration Management is to provide a logical model of
the IT Infrastructure by identifying, controlling, maintaining and verifying the version of
all configuration items in existence. It is used to account for all IT assets, to provide
accurate information to support other Service Management process like Incident, problem,
change and release management. The fundamental deliverable is the Configuration
Management database (CMDB) which comprises the detailed information of all IT
infrastructure components and other important associated assets. These assets that deliver
IT services are known as Configuration Items (CIs). Ideally CMDFB also contains details
of any Incidents, Problems, Known errors and Changes associated with each CI.
121