ITIL and ISO
Dieter Gut, IT Services (ITS) Management, Quality and Process Management, shares his ideas and views.
Honestly, does anyone really know what the above acronyms stand for?
Dieter Gut explains it all in a short overview.
What is ITIL?
IT Infrastructure Library was originally a library, a collection of books, each covering a specific practice within IT service management. Basically it is a set of practices for IT service management that focuses on aligning IT services with the needs of business. ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing 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 (Wipikedia). The most important advantage is definition of a standardized language. All team members and even our customers will be using the same language and misunderstandings will thus be minimized.
Consequences for ITS
Standardized language means better communication. Many already existing IT processes can subsequently be improved. Our IT services will be more precise, reliable and controllable.
Implementing ITIL
Reproduce a successful process and tweak it to make the result even better. Creativity is possible and even desired. In ITIL this is called «Continual Improvement».
ISO 20000
ISO 20000 is an internationally recognized IT-Service-Management standard, defining the requirements for professional delivery of IT managed services. The standard has also been adopted by the Swiss Association for Standardization (SNV). ETH is the first Swiss university to have its IT Services «ISO/IEC 20000» certified. The Network Security Group (NSG), ITS ICT-Networks, is also ISO 27000 certified.
Information and Ideas
For more information and to put forth any ideas or suggestions contact the Quality Manager.
Contact
Dieter Gut
ITS Management
Quality and Process Management
The English translation above is an abbreviated version. For the complete overview please read the German blog.
Posted on
in News English
