ITIL: Theory into Practice

LANDesk White Paper
ŽITIL : Theory into PracticeŽLANDesk White Paper | ITIL : Theory into Practice
IntroductionIt is testimony to the complexity of today's technology systems that even one of the most widely-used frameworks for simplifying and standardizing IT management is, in itself, a daunting piece of work. Implementing the IT Infrastructure Library (ITILŽ) set of guidelines to aid the implementation of a lifecycle framework for IT Service Management (ITSM) is now a major priority for a growing number of organizations, but remains a task where external help is often of critical importance.
This white paper, first published in 2007 by Touchpaper (now part of Avocent's LANDesk division), aims to assist today's Chief Information or Technology Officer with a number of critical issues relating to ITIL, including:n What exactly is ITIL and what are the key differences between Version 2 and Version 3 of the library?n Where do you start when implementing best practice frameworks, and is this particular one suitable for every organization?n How do you make the business case for adopting ITIL and how do you ensure it will help align your IT strategy with organizational objectives?n What are the cultural implications of adopting ITIL?n What will you need to know about ITIL qualifications and certification?n Do you need to create a Configuration Management Database (CMDB) for ITIL?n How can software tools help with the adoption of ITIL?n What happens once your organization has assimilated ITIL?
Prior to Avocent's acquisition of Touchpaper in 2008, this white paper was developed following a series of ITIL panel sessions featuring speakers and contributors from a wide range of industry, public sector and consultancy organizations. The output from the first of these debates was captured in the Touchpaper 2006 discussion paper Pragmatic ITIL: A Panel Debate. This more recent paper complements and augments the 2006 document with views and information gathered from two subsequent panel events, held at the Institute of Directors in London, England, and the Stirling Management Centre of Stirling University, Scotland.
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Speakers' Biographies
David Allanson, Information Systems Customer Services Manager, NSK EuropeDavid joined NSK in 2005 to bring together its European information systems support teams into one function. He began his career more than 20 years ago in engineering software at the CiSi Group, moving on to financial systems development for Lloyds, SG Warburg, and GE Capital before managing support teams at the Cookson Group and Kingston Communications.
Daniel Demonakis, Technical Services Manager, London Borough of LambethDaniel joined the London Borough of Lambeth in early 2006. Since then he has been the Borough's ITIL Project Manager, implementing the framework in the IT department of the council. A member of the British Computer Society, he previously worked for Essex Police and was heavily involved in its implementation of ITIL and ITSM.
Elaine Hutcheson, ITIL Project Manager, Perth & Kinross CouncilElaine has 18 years' experience in IT, covering mainframes, data input, help desks, desktop support and networking. Her current post is Principal Engineer in the Infrastructure Server team, seconded to the position of ITIL Project Manager for the Council. She has an ITIL Foundation Certificate and has taken ITSM course and exams.
Tom Mortimer, Director of Computing Services, University of DundeeTom has been involved in managing the delivery of IT services, both in the private sector (with BP) and in higher education, for 28 years. He has considerable experience in the management of organizational change, development of change strategies and use of tools such as ITIL as part of the framework for managing change.
Jack Robertson-Worsfold, Service Manager, iCoreJack is a consultant for iCore and on projects with the Euroclear group in Brussels and the UK, implementing service support and delivery systems according to ITIL best practice. He is a member of the Institute of Service Management, which exists in order to provide guidance and support to individuals throughout the ITSM community.
Megan Pendlebury, Service Management Executive, itSMF UKMegan joined itSMF UK in January 2007. She is a qualified Information Systems Examinations Board ITIL Manager and an accredite... [download for more]