Going
for IT Best Practices: Where are We?
By
Joe Lee
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It is true that every IT organization, including
the Computing Services Centre (CSC), has already practiced a bit
of so-called best practices as documented in the IT Infrastructure
Library (ITIL). Our current well-received Help Desk support, total
automation of work request processing, efficient problem management
and event handling, adoption of a ITIL (v2)-compliant IT Service
Management (ITSM) software and others show that we have achieved
most details specified in “the blue book” – Service Support in
ITIL v2. Also, we have practiced some recommendations mentioned
in “the red book” – Service Delivery in ITIL v2. Indeed, stepping
up to the best practices for ITSM is included in the 5-year IS
strategic plan. (See Network
Computing, Issue 47 - March 2006 for details.)
Although ITIL v2 was presented in seven core books, Service Support
and Service Delivery received most attention while the rest had
almost been neglected. ITIL v2 is typically depicted as 10 processes
(covered in Service Support and Service Delivery) plus 1 function
(the Service Desk), showing that its focus is on day-to-day process
efficiency. However, this picture has been dramatically changed
in its successor, ITIL v3, which was announced in May, 2007. In
ITIL v3, there are five core books which focus on service lifecycle,
providing a way for business and IT integration. It starts with
Service Strategy followed by Service Design and ends up in Continual
Service Improvement. Obviously, the service lifecycle never ends
since there are explicit feedback loops between the core components,
implying that there is always room for service improvement at
various stages.
In fact, ITIL v3 requests IT organizations to re-think the provision
of IT services in a business way so that every service has reasons
for its existence and every service can evolve dynamically to
meet business needs. As the CSC has been defined to be service-oriented
from the very beginning, a service catalogue has been fully developed
according to our existing services which are designed to fit the
need of the university. On top of these basics, components of
Service Strategy can be reviewed and Service Design can be re-built.
Of course, the whole process may take some years to mature and
keep evolving in a life cycle.
What will be the challenges ahead? The most challenging task
is to build up a complete Configuration Management Database (CMDB)
with all configuration items documented, including hardware, software,
policy, procedure and so on. As the CMDB covers all ingredients
of the services, it therefore facilitates change, release, deployment
and asset management. Another challenge is to build up metrics
and measurement for the services so that they can be improved
continually to deliver best values to users while the CMDB is
setting up. Last, but not the least, is to implement one complete
service management solution using an ITSM application that supports
ITIL v3.
References