IT Infrastructure Library (ITIL)
Establish IT Service Management disciplines in a practical manner with NetIQ solutions
IT Service Management
With the expansion of regulations and demands on IT, while IT budgets stagnate, IT Service Management (ITSM) best practices are increasingly viewed as a way to meet these challenges. The result is that an explosion of information and opinions related to ITSM best practices has been created by vendors, government agencies and professional organizations. IT professionals who study this content often find good ideas, but struggle with how to practically implement them within their organization.
Understanding ITIL
IT Service Management is a strategy for gaining control of the cost and quality of IT services. The IT Infrastructure Library (ITIL®) is the leading framework for implementing IT Service Management, providing a broad set of best practices for IT organizations that wish to implement the strategy.
ITIL began in the late 1980s when the United Kingdom’s government began to collect and organize useful approaches to IT management in a set of books. From the beginning, this collection of observations and guidance has been publicly available. Over the years, the collection proved useful to organizations in all sectors and it has ultimately become a worldwide standard for defining objectives and processes for IT organizations.
The library currently consists of seven books (an eighth on Software Asset Management is related, but not included) and is published by the UK’s Office of Government Commerce (OGC). A major refresh of the library content, known as Version 3, is currently in progress.
Building Maturity in IT Service Management
Organizations deploying ITIL and other ITSM disciplines often take a selective and iterative approach. This is necessary to minimize the impact that deployment will have on production operations and because realistically, the available resources for implementation will be limited until value is demonstrated. An additional challenge is that the ITIL guidance does not prescribe an implementation starting point, leaving it to the practitioner to decide—a difficult decision even for the experienced. NetIQ understands this reality and recommends a practical approach to building maturity in IT Service Management.
Featured ITIL Solutions
- Availability Management
Learn how NetIQ AppManager Control Center aids in the determination of your availability requirements, and helps match those requirements to the capabilities of your IT infrastructure so you can quickly realize business value and cost efficiency. - Service Level Management
Find how NetIQ AppManager enables the constant cycle of establishing your business requirements, measuring the actual levels of service, and reporting upon the achievement of agreed upon service levels. - Problem Management
Discover how NetIQ AppManager provides both proactive and reactive capabilities to minimize the business impact of incidents and problems that are caused by errors within the IT infrastructure. - Incident Management
Investigate how to leverage the embedded knowledge and automated response abilities within NetIQ AppManager to rapidly restore normal service operation and minimizing the adverse impact of incidents on business operations. - Change Management
See how the NetIQ Operational Change Control technologies help enforce your change management process by providing only the level of administrative access required to accomplish all Requests for Change (RFCs), while monitoring those changes to be sure that your change processes and controls not circumvented. - Configuration Management
Uncover how NetIQ Secure Configuration Manager enables the definition of , and measurement against, service-oriented baselines to quickly identify exceptions that may cause performance- or security-related risks. - Security Management
Learn how NetIQ is pioneering thought leadership in the space of Security and Service Management with technology that enables the controlled flow of information between operations and security teams to assure the confidentiality, integrity and availability of your IT services.
