In modern conditions, there is a shift in emphasis in the management of the IT service of an enterprise, due to the fact that, in fact, the business units of an enterprise do not consume information systems, but services (solving problems and business tasks using information technology), which should be evaluated not only by the functionality provided , but also in terms of service quality (see introduction). At the same time, the model of managing the IT service of an enterprise is seriously changing, the service (rather than an information system) becomes the object of management, the goal is to solve a business problem (rather than providing technical capabilities for using IS).
The main ideas of this approach have been embodied in the following standards:
• ITIL–IT Infrastructure Library, a project to systematize best practices in information technology management: https://itil.press/
• ITSM – IT Service Management, IS service process model.
The original owner of the project was CCTA – Central Computing & Telecommunication Agency (UK). The project is currently owned by OGC – Office of Government Commerce (UK). The Stationery Office (TSO) publishes books outlining ITIL/ITSM standards.
The beginning of the project dates back to the 80s of the last century, and in the late 1980s. the ITIL community was formed as part of the CCTA (OGC). In the 1990s, a library of books of standards was formed and the interest of non-governmental organizations appeared. In the late 1990s ITIL is becoming the de facto standard. Today, the ITIL/ITSM standards consist of 15 books covering all major areas of information technology management, including examples.
ITSM is based on the concepts of service and process. The main differences between IT service management and information systems management are as follows:
• business formulates the requirements for IT services, and the IT service ensures their implementation;
• information systems for the IT service have the status of a resource;
• the financial result of an IT service is determined in the traditional way for a business unit: income from the provision of services minus the costs of their development, implementation and maintenance;
• control over the activities of the IT service is carried out on the basis of indicators that have value from the standpoint of the client (using the services);
• transparency of the IT service activity is ensured by formalizing management procedures in the form of a package of documents that are the regulatory framework for all business processes of the IT service.
Let's dwell on the last point in more detail. The ITIL regulatory framework includes the following documents: a service level agreement (SLA), which regulates the services themselves, resources, rights and obligations of the parties; a quality assurance plan that describes possible failures and measures to prevent and eliminate them; an agreement on interaction within the IT service (OLA). The main SLA document contains a list of parties with roles and responsibilities, a catalog of services and a detailed description of each of them (including functional and quality of service requirements), reporting requirements, a description of control mechanisms and dispute resolution.
The transition to the ITIL/ITSM model provides a unified mechanism for assessing, planning, implementing and maintaining IT services, while the formalization of management procedures ensures their transparency.
The ITIL/ITSM standard has the status of a freely distributed model and is today the most popular approach to IT service management. More precisely, it can be defined as a system of views. It is applicable to all sectors and organizations of any size, and can be implemented in full or in part, in canonical or modified form. The ITIL / ITSM standard does not describe organizational units and their functions, but processes, and does not contain quantitative requirements (for example, the number of administrators per number of users) or requirements for the software used.
The standard focuses on users of IT services, on improving communication with the IT department and more effective application in IT business.
All books of ITIL/ITSM standards are labeled "Library of the best international experience in the field of information technology".
Summary of the ITIL standard:
• about business prospects (The Business Perspective Set). About the role of information technologies for modern business and the change in their influence in today's dynamic world;
• selection for managers (Managers Set). On the organization of interaction with clients, planning, organization and control of services, experience in management, quality management;
• Service Support Set. All services provided by the IT department to enable the operation of business application services. A hierarchy of criteria for selecting funds to support services is considered.