The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector.
The earliest version of ITIL was actually originally called GITIM, Government Information Technology Infrastructure Management . Obviously this was very different to the current ITIL, but conceptually very similar, focusing around service support and delivery.
Large companies and government agencies in Europe adopted the framework very quickly in the early 1990s. ITIL was spreading far and, and was used in both government and non-government organizations. As it grew in popularity, both in the UK and across the world, IT itself changed and evolved, and so did ITIL.
PART 1 Exploding the ITSM myths ITIL is based on ISO/IEC 20000 ISO/IEC 20000 is based on ITIL When ITIL v3 is published ISO/IEC 20000 will change The five stage lifecycle of ITIL v3 will mean ISO/IEC 20000 will be redrafted to have a 5 stage lifecycle approach ITIL must be adopted to get ISO/IEC 20000 ISO/IEC 20000 is the ITIL standard An organisation can be ITIL compliant
Validates the organizations vision and mission The 5 Ws Credible and respected Mover advantage PART 2 Board view
Transparency and accountability – An interdepartmental management activity to realize Quality, Cost and Delivery PART 2 Managerial view
Controlled and consistent operating environment Provides a framework to deliver integrated service management processes Gives a broader view by providing a controlled end to end view of the operational enterprise Increases customer satisfaction by delivering consistent and repeatable experiences PART 2 IT view
Design with all in mind Design for full integration Live your competitive advantage Bigger than any individual PART 2 Tying it all together
One business case One toolset One set of integrated service management processes PART 2 Tying it all together…
Time Improvement “ Stabilise the patient” Workshops Assessment & Implementation Post Implementation Assessment Stage 1 Stage 2 Stage 3
Appointment to Steering Committee
Legend S=Standardise D=Do C=Check A=Act S D C A P D C A Legend P=Plan D=Do C=Check A=Act Legend S=Standardise D=Do C=Check A=Act Ongoing engagement PART 2 Tying it all together… S D C A