ITIL确保系统平稳运行，助您达到业务目标！
发布时间：2004年11月16日点击数：
作者：Michael Marks 来源：本站原创
Michael Marks是 Concord Communications公司的战略与市场部门的主管。在该文中，他介绍了ITIL的对业务的重要作用。
ITIL compliance supports goals, keeps systems running
By Michael Marks Special to ZDNet November 3, 2004, 11:42 AM PT
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Commentary--With the multitude of services and applications at work throughout an organizations IT infrastructure, businesses require tools to help them maintain high system availability and performance.
Today, IT infrastructure is the definitive backbone supporting every mission critical business function. This one fact is the hinge of some of the industry of most electric shifts: business service management (BSM), utility computing and the all encompassing "on-demand" businesses. Now, CIOs and IT managers are in a position to constantly prove IT's worth and contribution to their businesses--delivering ROI, and ultimately, supporting corporate business goals.
The business services that generate revenue almost always depend on the integrity and performance of the IT infrastructure and thus, IT Infrastructure Library (ITIL) has emerged as a definition of best practices for a range of IT disciplines. It is the accepted standard that enables IT managers to run their business services through a series of proven processes and methodologies. ITIL compliance promises to improve effectiveness, productivity and competitiveness by enabling organizations to ensure business continuity and efficiency. It's not hard to understand why ITIL is gaining so much traction in today? Prove it or lose it? climate.
IT Governance: Making IT accountable for business results
IT is a place where money can be saved, earned or lost--in record time. As a result, there are more stringent requirements for the IT department to manage and report on the delivery of IT services relative to standards. With IT services so vital to the company?s ability to drive profit, they are now being viewed as corporate investments and measured accordingly. With delivery of results as the yardstick, companies must understand their business processes and the IT services on which they depend. This allows companies to fulfill two fundamental tenets of IT governance - measuring the value that IT brings to the business, and holding IT accountable for business results.
IT is a place where money can be saved, earned or lost--in record time. As a result, there are more stringent requirements for the IT department to manage and report on the delivery of IT services relative to standards. With IT services so vital to the company?s ability to drive profit, they are now being viewed as corporate investments and measured accordingly. With delivery of results as the yardstick, companies must understand their business processes and the IT services on which they depend. This allows companies to fulfill two fundamental tenets of IT governance - measuring the value that IT brings to the business, and holding IT accountable for business results.
Three basic questions are fundamental to this goal:
? What are the IT services that support the company?s key business activities?
? What metrics measure the quality of the business service that is delivered to your customers?
? How can you manage the entire IT infrastructure that supports the key business activities?
? What metrics measure the quality of the business service that is delivered to your customers?
? How can you manage the entire IT infrastructure that supports the key business activities?
Use of a standard IT governance model, such as ITIL, gives organizations specific information on how to improve a variety of IT disciplines associated with service support and service delivery. IT managers should look for tools which provide a broad set of management solutions focused on business service, application performance, and network management that support the best practices recommended in the ITIL Service Delivery and Service Support specifications.
ITIL technology considerations
When considering implementing IT best practices, organizations need to find an integrated technology solution that improves performance across applications and business services, assisting the IT department in mapping services to business needs, measuring the actual end-user experience and managing across all organizational systems and networks. CIOs and IT Managers should look for a business service management (BSM) model which supports service delivery and service support frameworks in order to strengthen the IT organization?s role as an equal partner to the rest of the business. By spotlighting the value of the IT infrastructure to the bottom line of business, ITIL helps prove the business case and ROI for ongoing IT investments which can drive the business.
When considering implementing IT best practices, organizations need to find an integrated technology solution that improves performance across applications and business services, assisting the IT department in mapping services to business needs, measuring the actual end-user experience and managing across all organizational systems and networks. CIOs and IT Managers should look for a business service management (BSM) model which supports service delivery and service support frameworks in order to strengthen the IT organization?s role as an equal partner to the rest of the business. By spotlighting the value of the IT infrastructure to the bottom line of business, ITIL helps prove the business case and ROI for ongoing IT investments which can drive the business.
Tips for successful ITIL deployment:
1. Start small
IT organizations know what disciplines operate least efficiently and contribute to user dissatisfaction. Addressing these areas first provides experience with the process, while quickly relieving pain points. Many organizations have benefited by simply applying best practices to the area most in need. So, if for example, you need availability management, then start there.
IT organizations know what disciplines operate least efficiently and contribute to user dissatisfaction. Addressing these areas first provides experience with the process, while quickly relieving pain points. Many organizations have benefited by simply applying best practices to the area most in need. So, if for example, you need availability management, then start there.
2. Document benchmarks
Documenting benchmarks is one way to communicate IT value. The beginning benchmark lets the organization measure progress. Later benchmarks serve as a baseline for efficient operations. As IT services become more highly scrutinized, it becomes more important to quantify service levels.
Documenting benchmarks is one way to communicate IT value. The beginning benchmark lets the organization measure progress. Later benchmarks serve as a baseline for efficient operations. As IT services become more highly scrutinized, it becomes more important to quantify service levels.
3. Get buy-in
Change can be difficult. As with any major initiative, management buy-in is a must. Significant work is required of the IT department to deploy best practices for even a few of the IT disciplines, so top-down endorsement makes the difference. Also, if management is committed to the process, they will be willing to support training efforts that will smooth the deployment process.
Change can be difficult. As with any major initiative, management buy-in is a must. Significant work is required of the IT department to deploy best practices for even a few of the IT disciplines, so top-down endorsement makes the difference. Also, if management is committed to the process, they will be willing to support training efforts that will smooth the deployment process.
Business service-oriented organizations everywhere are requesting tools to meet ITIL compliance. In fact, according to Forrester Research, 2005 will be the year when ITIL goes mainstream. Organizations require tools to monitor and manage the service level, application performance and network management, helping organizations prove IT's worth. Making IT investments manageable and cost-effective is the primary objective when considering an organization? ROI and implementing best practices for IT is the most effective method for achieving solid results and increasing competitiveness.
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