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Chapter 1 ■ Service Management as a Practice 1.4.1 ITIL Is Based on Best Practices One of the chief reasons why ITIL is so successful is because it was born out of the management practices across leading IT services organizations. ITIL borrowed all its concepts from the best practices that existed at the time and has built on this stable foundation since then. Don’t forget that the best practices discussed here are a result of efforts from the leaders of the IT services industry and invaluable experiences that made these companies successful in the first place. 1.4.2 ITIL Is Nonprescriptive ITIL is a framework, not a set of policies and rules, but rather a set of guidelines and best practices. It has been time tested and adopted from the leading organizations and has gone through several iterations of improvements since its inception. ITIL does not prescribe what the organizations must do. It describes the best practices in achieving service management-related objectives, and the organization implementing it is free to tweak and bend the process around the edges as needed. In other words, it gives you the flexibility that is needed, considering every service provider organization is different and no two businesses (customers) are the same. 1.4.3 ITIL Is Vendor and Technology Neutral ITIL can be implemented across various technologies and across any organization. There are no limits, and any advancement in technology, including the cloud-based services, does not make ITIL obsolete. I have seen ITIL implemented in hardcore IT services organizations, manufacturing companies, health care, retail, banking; in short, in any industry. I have worked on ITIL that was implemented in the legendary mainframe systems, as well as the modern SAP, data warehousing, mobile application, and cloud services technologies. ITIL has been just as effective with physical servers as it is with virtual machines. ITIL can work with the Waterfall methodology of project management, as well as the Agile methodology. Devops too! In short, it works no matter what you bring to the table. 1.4.4 ITIL Is Nonproprietary ITIL is owned by the UK government. The mantle has been handed to Axelos to develop and manage the copyrighted ITIL publication, along with training and certification. Organizations are free to implement ITIL. They are not required to pay any royalty, nor do they need to inform Axelos that they have implemented ITIL. The nonproprietary nature has made this service management framework far more popular and has brought in a number of experts to collaborate. Just like open source! 4
Chapter 1 ■ Service Management as a Practice 1.5 Best Practices Trump Proprietary Knowledge As mentioned earlier, best practices are collated from various organizations. Some organizations may be doing a great job in gathering requirements, while others focus on identifying improvements. So, when you take the best of such organizations and bring that together, you have knowledge that is enviable. Proprietary knowledge, on the other hand, stays within close quarters, and fewer heads have been banged together to come up with proprietary knowledge, which may be good, but not as diverse and experienced as public frameworks such as ITIL. Proprietary knowledge is developed for the sole purpose of meeting the organization’s objectives. It is not meant to be adapted and flexed to meet other organization objectives. Moreover, if you are adopting proprietary knowledge, you are expected to pay a fee or royalty of some kind. Public frameworks are free. When you can get an all-you-can-eat buffet for free, why would you opt for a paid a-la-carte dinner? 1.6 Introduction to IT Service As mentioned earlier, ITIL v3 is a framework that is centered on IT services. So, it is imperative to first understand the meaning of a service, according to ITIL. Here is the official definition of an IT service: A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific costs and risks. I will break the definition down, part by part, and also provide examples to help you comprehend the concept, which will be the core for everything else you will learn from this point forward. 1.6.1 Understanding the Definition The best way to understand anything that is complex is to break it into parts. This is my method for understanding the concept of IT services. The first section of the definition states: means of delivering value to customers by facilitating outcomes that customers want to achieve. IT services in ITIL are defined from a customer viewpoint. Essentially, an IT service must deliver value to the customer. The value delivered must be something that the customer considers as helpful. Let’s take the example of an IT service that is quite common across the board: the Internet. An Internet service delivers value to customers to help them achieve their objectives. So, it fits the bill of what an IT service is all about. If the Internet service provider (ISP) were to provide speeds upward of 100MB per second for a customer who only checks e-mails, it would be overkill. The high speeds offered by ISPs are generally appreciated by gamers and social networking users. In contrast, the customer who uses Internet for checking e-mails does not find any special value between 5
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Page 5 and 6: Contents at a Glance About the Auth
Page 7 and 8: ■ Contents 1.8 Internal and Exter
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Page 11 and 12: ■ Contents 6.4 Service Transition
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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