background preloader

Information Technology Infrastructure Library

Information Technology Infrastructure Library
ITIL (formerly known as the Information Technology Infrastructure Library) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011 edition), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, the two frameworks do have some differences. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. History[edit] The Five Volumes :

ITIL? - What is ITIL? ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. ITIL: Overview and Benefits ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth. The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits. Adopting ITIL can offer users a huge range of benefits that include: For further information on the ITIL Service Management approach and its benefits, see ITIL: The Basics White Paper. Executive Briefing: ITIL Benefits.

itSMF France Checklist SLA OLA ITIL Process: ITIL 2011 Service Design - Service Level Management Checklist Category: Templates ITIL 2011 - Service Design Source: Checklist "Service Level Agreement (SLA), Operational Level Agreement (OLA)" from the ITIL Process Map Overview This checklist serves as a template for a Service Level Agreement (SLA), and an Operational Level Agreement (OLA). It covers two document types which use identical structures: Service Level Agreement (SLA) - an agreement between an IT service provider and a customer. The following statements on Service Level Agreements are therefore equally applicable to OLAs, with one important point to consider: When agreeing an SLA, the Service Provider acts as a provider of services to the business; in the case of an OLA, the agreement is between two parties within the service provider organization. The SLA document evolves from the Service Level Requirements during the Service Design process. Service Level Agreement - Contents Service name Contract duration Glossary=

yEd - Graph Editor yEd is a powerful desktop application that can be used to quickly and effectively generate high-quality diagrams. Create diagrams manually, or import your external data for analysis. Our automatic layout algorithms arrange even large data sets with just the press of a button. yEd is freely available and runs on all major platforms: Windows, Unix/Linux, and Mac OS X. Key Features Import your own data from an Excel® spreadsheet (.xls) or XML Create diagrams with easevia an intuitive user interface. Automatically arrangeyour diagram elements. Export bitmap and vector graphicsas PNG, JPG, SVG, PDF, SWF yEd in 90 seconds Supported Diagrams yEd supports a wide variety of diagram types. Support Resources The yEd online support resources include the yEd Graph Editor manual and the yEd forum where you can give us feedback.

Can ITIL Work Without All-or-Nothing Approach? Tips on completing a successful IT Infrastructure Library (ITIL) initiative. For every like the often-related example of Johnson & Johnson that Blue Elephant Consulting's Jim Anderson writes about on blog, there's a less successful implementation. In many cases, resistance to the structure imposed by ITIL, from business users and/or IT staff, is a big problem. (Resistance may have been an issue at J&J, though Anderson's post only emphasizes the benefits the company attributes to ITIL, including what it says are annual IT savings in the neighborhood of $30 million.) Resistance to ITIL can be so great that Patrick Bolger, chief marketing officer for service management software provider Hornbill, told me his company advocates starting small, addressing obvious pain points, and He said: We advise them not to talk about ITIL, which will probably raise some objections, but to talk about service improvement or "service first" or whatever they want to call it.

seeks full-time senior GNU/Linux systems administrator Update: The deadline for this position has been extended to June 2nd, 2014. The ideal candidate will be a well-rounded GNU/Linux systems administrator who thrives on constant broad-based learning and problem-solving. (S)he will be familiar with the free software community and how it works, and will be more interested in making a substantial contribution to software freedom and having employment consistent with ethical ideals than obtaining the highest salary. This is an opportunity to work for the organization that started the GNU Project, launched the free software movement, and safeguards the GNU General Public License. The position includes frequent contact and collaboration with many of the core GNU developers, and currently reports to the executive director. Together, the senior systems administrators have a great deal of influence over technology decisions within the FSF, and do crucial work empowering thousands of others to develop free software. Useful specific experience includes:

Dia draws your structured diagrams: Free Windows, Mac OS X and Linux version of the popular open source program IT Process Maps Scrum Meeting -- Who are the Pigs and Chickens Scrum is an iterative framework to help teams manage and progress through a complex project. It is most commonly used in Software Development by teams that implement the Agile Software Development methodology. However it is not limited to those groups. An effective scrum is comprised of several different roles. This cartoon illustrates two potential business partners, the chicken and the pig. Scrum participants fall into the same two categories. Pig Roles Actual Team Members. Chicken Roles Managers. Why are the roles important The chicken and pig roles are vital to scrum because it dictates who in the scrum should be an active participant Chickens should not be active participants in a scrum meeting.

Do You Write The Way You Speak? (You Should!) : The Public Speaker Do you know how to write and deliver for the ear (and not the eye)? It’s not as easy you might think. But it’s definitely worth the effort because it’s the most effective form of communication. Remember when you were in school and your teacher told you not to write like you speak? Podcast, online videos, webinars, blog posts…really all digital content should to be written and delivered in a natural conversational style. Here are the first 4 tips: Tip #1: Think and Speak Your Content First The first step is to think about your content. After I’ve given the topic enough thought, I sometimes go for a drive to capture my thoughts on a digital recorder. If I try to directly type content first, I find myself editing along the way. Tip#2: Outline Your Content Another option is outlining. Remember, when you deliver the content, it doesn’t need to be exactly in the order it was prepared. Tip #3: Keep Your Sentences Short. Could you hear how awkward that sounded? Verbal language is simplistic. Not

Related: