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ITIL: What It Is and Why You Should Care - Part II - Who are the players in ITIL?
October 27, 2007 | Author: PM Hut | Filed under: Certification, ITIL
ITIL: What It Is and Why You Should Care - Part II - Who are the players in ITIL? (#2 in the series ITIL:What It Is and Why You Should Care)
By Eugene S. Ball, PhD, ITIL Certified Service Manager
The following is a list of organizations and companies that have successfully implemented ITIL.(A list of organizations that have implemented ITIL is several sections down. The groups listed in this section are the ones that control ITIL.)
Office of Government Commerce (OGC)
The Office of Government Commerce, is the owner of ITIL. The mission of the OGC is to work with the public sector as a catalyst to achieve greater efficiency, increase value in commercial activities, and improved success in the delivery of programs and projects. When you look at the OGC, you will see that the scope of their concern for standards is much broader than just the improvement of IT, extending to other diverse areas (even including plumbing standards).
The Stationary Office (TSO)
The Stationary Office is the largest publisher by volume in the UK, publishing over 15,000 titles a year and providing a comprehensive range of document and publishing services. TSO is the official publisher of the ITIL documentation. The downloadable PDF versions of the old ITIL books can be obtained through TSO’s website.
EXIN and ISEB
Within ITIL there are a number of certifications for individuals. The owner of the certification and the certification testing is the Dutch foundation Exameninstituut voor Informatica (EXIN) and Britain’s Information Systems Examination Board (ISEB). EXIN and ISEB jointly developed the professional certification system for ITIL. This was done in close cooperation with the OGC and Information Technology System Management Forum (itSMF described below). There are three recognized individual certifications: Foundation Certificate in IT Service Management, Practitioner Certificate in IT Service Management, and Manager Certificate in IT Service Management. In addition to certification of individuals working in the industry, there is an organizational certification, BS15000, which is the world’s first standard for IT service management. This standard specifies a set of inter-related management processes and is based heavily upon the ITIL framework. BS15000 consists of two parts: BS15000-1 consists of 10 sections:
- Scope
- Terms and Definitions
- Requirements for a Management System
- Planning and Implementing Service Management
- Planning and Implementing New or Changed Services
- Service Delivery Process
- Relationship Processes
- Resolution Processes
- Control Processes
- Release Process
BS15000-2 provides assistance to organizations that are to be audited against BS15000-1 or are planning service improvements.
The Information Technology System Management Forum (itSMF)
ItSMF is an industry consortium dedicated to managing the cost and quality of IT service management. Members include IT organizations and software and services companies augmented by advisory and review boards of industry leaders, analysts, and customers. Collectively, itSMF USA represents those with a stake in IT service management. The itSMF is involved in two areas. First, the organization provides a forum to address technical and business issues that will enhance the benefits of IT management applications and services. Second, it educates the market about IT service management and its value—in effect, marketing IT service management. Note that www.itsmf.com will take you the international itSMF web site.
Loyalist College
Loyalist College is a Canadian college that administers the certification test for individuals for the Americas.
Companies that have implemented ITIL
Hewlett-Packard, Microsoft, and IBM have used ITIL as a base for their own proprietary IT management frame work and created the following tools.
- Microsoft offers Microsoft Operations Framework (MOF)
- HP offers IT Service Management Reference Model
- IBM offers IT Process Model
Many of the chapters within the ITIL’s eight books were written by individuals from one of these companies.
Dr. Eugene Ball has 26 years of experience in the customer service industry. This experience followed 12 years of teaching and research in mathematics, computer science, and statistics at universities both in the US and abroad. During the last 26 years, he has held positions related to the customer service industry that ranged from providing direct telephone support to managing a large help desk. Dr. Ball founded Help Desk Solutions, Inc. in 1993.Working through Help Desk Solutions, he has assisted a variety of organizations in implementing or improving their customer service by improving processes and procedures and selecting, implementing, and integrating tools that support and automate these processes. These organizations have included start-up companies, county governments, higher education, and members of the Fortune 500. Dr. Ball is a regular speaker on both national and local levels on topics related to customer support. He has also published a variety of articles on subjects related to the customer service industry. Dr. Ball is one of the founders and has served as President of the North Carolina, Research Triangle, and Central Virginia local chapters of the Help Desk Institute. In 1998, and from 2002 – 2005, Dr. Ball served on the Help Desk Institute Team Excellence evaluation panel. He is a founding member of the Help Desk Institute Individual Certification Standards Committee. He is a certified HDI training partner, a certified HDI Site Auditor, and an ITIL Certified Service Manager. In addition to teaching Help Desk Institute certification, he trains and consults with clients on ITIL issues.
This article was originally published in Global Knowledge’s Business Brief e-newsletter. Global Knowledge delivers comprehensive hands-on project management, business process, and professional skills training. Visit our online Knowledge Center at www.globalknowledge.com/business for free white papers, webinars, and more.
© Copyright 2007, Global Knowledge. All rights reserved.
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