ITIL is mainly about processes; it provides no criteria for measuring anything. ISO 20000, which has just been released, serves as a basis for benchmarking IT service management and improving IT services. It defines the requirements for service providers, and it helps you determine whether you comply with an acceptable IT service management standard.
ISO 20000 provides specific, measurable criteria that can be audited in areas such as scope, terms and definitions, planning and implementing service management, requirements for a management system, planning and implementing new or changed services, service delivery processes, relationship processes, control processes, resolution processes, and release processes.
To find more information, go to the International Organization for Standardization’s Web site.
Preparing for fundamental changes of the 21st century
The old operating model that originated when IT was a centralized, back-office function with limited numbers of platforms no longer meets the needs of the 21st century. IT can no longer operate successfully by managing silo technologies; it needs to administer operations based on the services it delivers.
ITIL provides the means for accomplishing this. As a Gartner Group analyst once noted, “IT service organizations must expand their technology focus to include the underlying business processes, engaging business process owners in establishing end-to-end measurements of effectiveness.” ITIL and ITSM provide the tools and concepts to make that possible.
Companies that have initiated ITIL efforts are already seeing higher customer-satisfaction levels and reduced costs and labor. Although not a panacea for all IT challenges, ITIL is a fundamental conceptual change for how IT will be doing business in the 21st century. Its time has come.