ITIL

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 •
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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: [e-mail]

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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
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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.
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The object of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of any related Incidents upon service. A single Change Management process, for the efficient and effective handling of changes, is vital to the successful operation of any IT organization. Changes must be carefully managed throughout their lifecycle from initiation and recording, through filtering, assessment, categorization, authorization, scheduling, building, testing, implementation and eventually their review and closure.
Change Management is responsible for controlling Change to all CIs within the live environment. It is not responsible for change within ongoing projects, which are controlled by the project change process.
The object of Release Management is to take an holistic view of a Change to an IT service and ensure that all aspects of a Release, both technical and non-technical, are considered together. Release Management is responsible for all legal and contractual obligations for all hardware and software in use within the organization. Release
Management establishes secure environments for both hardware and software.
The object of Incident Management is to restore normal service to operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained. It is responsible for the management of all incidents from detection and recording through to restoration and closure. Incident Management should be used to ensure the best use of resources to support the business, to develop and maintain meaningful records relating to Incidents, and to devise and apply a consistent approach to all Incidents reported.
The object of Problem Management is to minimize the adverse effect on the business of
Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and errors. To achieve this Problem Management assists Incident management by managing all major incidents and problems and record all workarounds and rising change to implement permanent structural solutions wherever possible. The object of the Service Desk is to act as the central point of contact between the User and IT Service Management. To handle Incidents and requests, and provide an interface for other Service Management activities such as Change, Problem, Configuration, Release,
Service Level and IT service Continuity Management. The Service Desk, unlike the other ten disciplines (processes), is a function essential to effective Service Management. More than just a Help Desk, it is the principal operational interface between IT and their Users.
A good first impression by each of its Users is predicted upon its performance and attitude. Often a stressful place for staff to work, underestimating its importance, high profile and the skills required to perform the duties well can severely hinder an organizations ability to deliver high quality IT services.
Service Delivery
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Service Level Management
Capacity Management
Financial Management for IT services
Availability Management
IT service Community Management
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The object of Service Level Management is to maintain and gradually improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service. SLM is responsible for ensuring that the service targets are documented and agreed in SLAs and monitors and reviews the actual service levels achieved against their SLA targets. SLM should also be trying to proactively improve all service levels within the imposed cost constraints. SLM is the process that manages and improves agreed level of service between two parties, the provider and the receiver of a service. The object of Capacity Management is to understand the future business requirements
(the required service delivery), the organisation 's operation (the current service delivery), the IT infrastructure (the means of service delivery), and ensure that all current and future capacity and performance aspects of the business requirements are provided cost effectively. Capacity Management is responsible for ensuring that IT processing and storage capacity provision match the evolving demands of the business in a cost effective and timely manner. The process includes monitoring the performance and the throughput of the IT services and supporting IT components, tuning activities to make efficient use of resources, understanding the current demands for IT resources and deriving forecasts for future requirements, influencing the demand for resource in conjunction with other
Service Management processes, and producing a capacity plan predicting the IT resources needed to achieve agreed service levels.
The object of Financial Management for IT Services is to provide cost effective stewardship of the IT assets and the financial resources used in providing IT services.
Financial Management for IT Services is an integral part of Service Management. It provides the essential management information to ensure that services are run efficiently, economically and cost effectively. An effective financial management system will assist in the management and reduction of overall long term costs, identify the actual cost of services and their provision, provide accurate and vital financial information to assist in decision making, identify how IT adds value to the customers business, enable the calculation of TCO and ROI, make customers aware of what services actually cost (if appropriate), support the recovery costs, from customer if appropriate, in a fair and equitable manner, provide measurements of value for money, and provide incentives to produce quality services aligned to business needs, help influence customer behavior for example by providing incentives for using non-critical resources, encourage more efficient use of resources, provide better cost information and control of external contracts and suppliers, and to assist in the assessment and management of changes.
The object of Availability Management is to optimize the capability of the IT infrastructure and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy it 's objectives. Availability Management ensures services are available when the Customer needs them and is influenced by business demand, the cost required to meet it, the configuration and complexity of the IT infrastructure including the level of redundancy, the reliability of the infrastructure and its components, and the levels of infrastructure maintenance, the processes and procedures used by IT services and the human factors and external events.
The object of IT Service Continuity Management is to support the overall Business
Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required and agreed business time-scales. IT Service
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Continuity Management is concerned with managing an organization 's ability to continue to provide a pre-determined and agreed level of IT services to support the minimum business requirements, following an interruption to the business. This included ensuring business survival by reducing the impact of a disaster or major failure, reducing the vulnerability and risk to the business by effective risk analysis and risk management, preventing the loss of Customer and User confidence, and producing IT recovery plans that are integrated with and fully support the organization 's overall Business Continuity plan. 5. Conclusion
The concept of library is changing. The use of IT in library environment has changed the way library functions. Nowadays the digital library and paper-less office etc. are much talked about. All Library and attached departments must follow ITIL frame works and best practices to improve the services.
6. References
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www.itil.co.uk/ www.itil-itsm-world.com/ www.itil-toolkit.com/ www.pinkelephant.com/ 124

References: 1. 2. 3. 4. www.itil.co.uk/ www.itil-itsm-world.com/ www.itil-toolkit.com/ www.pinkelephant.com/ 124