Information Technology Infrastructure Library

The IT Infrastructure Library (ITIL) is a collection of best practices in a number of publications on the implementation of IT service management (ITSM ) and is now considered a de facto standard in IT business processes. In the control and definitions necessary for the operation of an IT infrastructure processes, structural organization, and tools are described. The ITIL is based on the services to be provided by the IT operations business value for the customer. The planning, delivery, support and efficiency optimization of IT services in terms of their usefulness as relevant factors to achieve the business objectives of a company are considered. From a German perspective, the content from the itSMF Germany to be further developed and improved eV, which also provides a platform for knowledge and experience, and thus drives the IT - industrialization.

  • 3.1 ITIL and ISO / IEC 20000
  • 3.2 ITIL and Project Management
  • 3.3 Other ITSM frameworks
  • 4.1 processes
  • 4.2 Roles and functions
  • 5.1 Certification Scheme ITIL V2
  • 5.2 Certification Scheme ITIL V3 5.2.1 General
  • 5.2.2 V3 certification model 5.2.2.1 Stage 1: Foundation Level ( Foundation)
  • 5.2.2.2 Stage 2: Advanced level (Intermediate )
  • 5.2.2.3 Step 3: Expert - Level
  • 5.2.2.4 Level 4: Master Level

History and Development

ITIL was in the 80s by the Central Computing and Telecommunications Agency ( CCTA ), by 2010 the Office of Government Commerce ( OGC) and now Cabinet Office, part of Her Majesty's Government ( HMG), a government agency in the UK, developed. Between 1989 and 1998 a total of 34 different documents that were later referred to as version 1 emerged. From 1999 to 2003 was followed by the consolidated publications of Version 2, which have a structure according to the tasks in ITSM. On 1 June 2007 the version is 3 ( originally called ITIL V3 ) was published, which is now based in the structure of the service lifecycle. 2005 was created with the ISO / IEC 20000:2005 ITIL - oriented certification model for organizations and updated in 2011. On 29 July 2011 under the title " ITIL 2011 Edition" published an update ( abstract).

ITIL describes in five core volumes and a Summary band components and processes of the life cycle of IT services.

Overview

Book Title of the ITIL publications

The ITIL is divided according to the service life cycles in several volumes. These are bundled together as a collective work and published provided first with a version number, and now (2011) with year of publication. The currently valid version is the edition (English Edition), 2011. Inventory version 2 still seven core publications and a summary band, it is on version 3 (2007) based current 2011 edition of a comprehensive introduction as well as five volumes for the core areas of IT service management. The core books of the 2011 edition are:

  • Continual Service Improvement (English Continual Service Improvement CSI)
  • Service Operation (English Service Operation, SO)
  • Service development ( engl. Service Design, SD)
  • Service Commissioning (English Service Transition, ST)
  • Service Strategy (English Service Strategy, SS)

Contents of books

Continual Service Improvement

The theme of this book is to optimize the quality of service. The sustained increase in service performance and quality helps to ensure the commercial success of a company in the long term. Therefore, the chapters cover methods of definition and implementation of performance parameters and metrics, monitoring of target agreements, identification of vulnerabilities and the implementation of service improvements

Service operation

This book describes the operational part, which is necessary to disruption as possible to maintain the agreed service in daily operation and secure.

Service Commissioning

This book deals with the implementation of business requirements into specific IT services. The focus is on the change management function and thus on the standardized commissioning and maintenance of service benefits. It includes risk analysis, benefit calculation, safe delivery and guarantee a stable fulfilling the obligation.

Service Development

This book deals with the architectural framework for the development. It involves the definition, specification, logistics and safety issues from the perspective of operation. An attempt to transfer the business perspective practically in - service performance and describes the function and scope of processes in line with the business needs and the necessary parameters.

Service strategy

This book deals with the conceptual and strategic background of IT services. It involves the definition, specification, logistics and financial aspects from the business perspective. It also describes the objective of the service life cycle.

Chapter structure of the books

Unlike in version 2 all publications of the version 3 according to the same chapter patterns are established. With the uniform and consistent structure in all the books a simple orientation is to be made ​​possible. In each book first introduces a section in the topic of the book. This is followed by an overview, a classification of the subject matter in the ITIL context and description of the purpose and objectives of the book. The following sections discuss the specific topic-specific processes. This includes information on the use of the principles of usability, the conditions for the adoption of the processes, the methods used in the processes, practices and tools and instructions for implementation of services and the implementation of strategies. Each book contains more economically oriented sections to monitor the processes, the challenges to the processes, critical success factors and typical risks. The chapter concludes with a summary of each case and a comprehensive appendix with references, notes, examples, and a glossary.

Surroundings

The ITIL is classified in the following environment:

  • Process management (including business process management, GPM ): Definition and control of the processes of a company.
  • IT Service Management ( ITSM): methods that are needed to achieve the best possible support of business processes (GP) by the IT organization. The de facto standard is the IT Infrastructure Library ( ITIL).
  • Business Service Management ( BSM): The connection between process management and ITSM. It deals with the economic contexts of IT services and business processes in the company.

ITIL and ISO / IEC 20000

The ITIL associated standard is the ISO / IEC 20000, which was developed from the British Standard BS 15000. ISO / IEC 20000 describes an integrated portfolio of service management processes based on the process chains defined in the ITIL and complementary. A certification can be done against the ISO / IEC 20000-1:2011, which is the part 1 of the standard with the state in 2011.

ITIL and Project Management

ITIL is not a project management method, but a supported by a document collection approach to consider processes as cyclical improvement chains. The recommended CO project management method PRINCE2 (Projects in Controlled Environments).

Other ITSM frameworks

A comprehensive IT service management should be integrated into an IT governance framework.

In addition to the ITIL there are other frameworks for IT Service Management, for example:

  • Cobit: The concepts of ITIL and the processes described therein are mapped in the IT governance framework COBIT. In Germany, the working group ITIL Cobit Mapping of the itSMF in 2008 and 2011, a complete assignment of the two frameworks created in their latest versions and published as a book. At the international level, the OGC ( publisher of ITIL) and ITGI works (Editor of CobiT ) on a comparison of the models.
  • Enhanced Telecom Operations Map ( eTOM ): Unlike ITIL, the only defined processes, eTOM also has a data model to every detail process. This allows companies to make their application landscape so that the data objects between applications used are easily interchangeable.
  • Manufacturer models align their IT service management is increasingly on the ITIL from, for example, in large parts based Microsoft Operations Framework (MOF) on the concepts of ITIL, as it was developed out of it for Microsoft.

ITIL core publications

The main contents of publications are the processes, the associated roles and tools. New features in version 3 are the proposals for the structure of an organizational and managerial and strategic issues.

Processes

The processes in ITIL v3 correspond to the extent that they bear the same name, the previous management areas of the Version 2 Version 3 of a number of processes has been redefined. Examples of this are outsourced from the Incident Management Request Fulfilment process or the newly created Knowledge Management. For a comparison of the processes of version 3 and the previous version 2 contains the following table. In the table, the functions have been added in addition to the processes of version 3, as some management areas version 2 are named as a feature in version 3. A "-" in the management area column means that there is no comparable area management in version 2. It does not mean that the content in version 2 is missing. He is then contained in different parts. Said management area is placed in parentheses, means that there is a 1:1 mapping of the contents.

A special feature is still the general activities (Common Activities) in service mode. They form a " callable " subroutines a special kind of process components.

Roles and functions

The version 3 characterizes the information on roles and functions further. In version 2, only the service desk was defined as a function. Now there are additional:

  • Application Management - Application Management
  • IT Operations Management - IT Operations Management ( in version 2: ICTIM Operations )
  • IT facilities management - IT Facilities Management
  • Control of IT operations - IT Operations Control
  • Technical Management - Technical Management ( in version 2: ICTIM Technical Support )

Personnel Certification

The ITIL Certification ITIL Certification Management standards from the Board ( ICMB ), which also belong to the OGC and itSMF forums, controlled. From January 2007 until the end of 2013, the APM Group (APMG ) was a commercial partner for ITIL certifications of OGC. On 1 January 2014, marketing, training and certification of best-practice methods (eg ITIL and PRINCE2 ) were of the Cabinet Offices awarded to the new, which was founded as a joint venture of the Cabinet Offices and Capita plc company Axelos.

The two previous exam EXIN Institute, headquartered in the Netherlands and ISEB based in the United Kingdom are accredited by the APM as Examination Institutes. More active in Germany Examination Institutes are TÜV Süd and Cert -IT.

Examinations and certificates for IT staff and managers who want to provide proof of the expertise gained in the context of ITIL, are now being offered by many institutes. In this case, the possible qualifications from the basic introduction extend to the management area.

It is possible to certify a company's employees, but not business or management systems completely as " ITIL - compliant". However, companies that follow the ITIL guidelines in IT service management, seeking certification under ISO 20000. In addition, a higher-level process structure according to ITIL often simplifies the decrease also not directly related audits and other standard tests, which are based on a defined process structure such as compliance audits of the Sarbanes -Oxley Act.

Certification scheme ITIL V2

It will be offered as part of version 2 of the following three certificates: Foundation, Practitioner and Manager Certificate in IT Service Management. Anyone who is in possession of such ITIL certificate may be included on the ITIL Certification Register.

Certification scheme ITIL V3

General

The APM Group as the official partner of the accreditation CO has released the new scheme for ITIL V3 certifications. According to this concept, there are in the four skill levels V3 Foundation, Intermediate, Expert and Master.

For companies who practice the train-the- trainer concept, is the requirement of having to attend a mandatory training, have been removed. Similar to the certification paths to PRINCE Practitioner, ISACA CISA or Six Sigma Black Belt training a presence is no longer required. Companies can thereby make it more attractive internal qualification plans and e-learning programs. Even for students can be done without high costs to prepare on their own. Only the examination fees are to be paid.

V3 certification model

1st stage: Foundation Level ( Foundation)

On the Foundation stage sound basic knowledge of the ITIL body of work, its components and contexts are acquired - and two credits in accordance with the ITIL V3 Credit System for subsequent certificates.

Stage 2: Advanced level (Intermediate )

This level of training is aimed at specialization, and specialization in two ways, however, do not have to be strictly followed, but can also be mixed. These correspond approximately to that of the previous V2 Service Manager ( V3 Lifecycle Stream) or that of the Practitioner ( V3 Capability Stream). The Lifecycle Stream is based on the five new books of the Version 3 Capability Stream The is based on the V2 Practitioner courses.

The Lifecycle stream consists of five modules, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement ( CSI) per module three credits are obtained.

The Capability Stream consists of four modules: Service Offerings and Agreements; Release, Control and Validation; Operational Support and Analysis and Planning, Protection and Optimization which yield four credits.

With a (stream independent ) examination on the topic Managing across the Lifecycle ( MALC ), the intermediate level can be completed. He gives five additional credits, audit requirement are already acquired 17 credits ( for example, through the Foundation Level and either all Lifecycle or Capability all modules or a mixture of both ). The MALC - test is in preparation for the expert-level strongly recommended that the five credits can under some circumstances be acquired by additional Intermediate modules.

Step 3: Expert - Level

The Expert Level is not a separate level of education, but is obtained by the sum of the previous training and certificates. The certificate may be issued, depending on the testing institution if the following four conditions are met:

4th stage: Master Level

The Master Level is the highest qualification in ITIL V3. Certified to be able to demonstrate the ability to implement ITIL in the context of their actual work environment in practice and implement. Candidates must be able to have the Expert certificate and several years of professional experience in IT Service Management.

Upgrade path from V2 to V3

All existing certifications such as Foundation, Practitioner and Service Manager can be used to attain the new V3 certifications.

Already certified ITIL V2 Service Manager had in a transitional phase, the opportunity to purchase through a bridging course the ITIL V3 Diploma in 1st and 2nd stage:

  • ITIL V2 to V3 Foundation Bridge (until 30 December 2010)
  • ITIL V2 to V3 Manager Bridge (until 30 June 2011)

The current V2 ITIL Practitioner courses are taken into account in the new V3 certification scheme. At basic level, there are one-day upgrade training, sufficient to obtain the ITIL V3 Foundation certification.

IT-Service-Management ISO/IEC 20000 Change management (ITSM) Problem-Management Regulatory compliance Certified Information Systems Auditor
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