ITIL is designed to align business objectives with the IT infrastructure improving resource utilization, eliminating redundant work, integrating central processes and justifying the cost of quality services.
ITIL is a set of guidelines developed by the United Kingdom's Office of Government Commerce (OGC) in 1989, in response to the growing dependence on IT to meet business goals. It provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems. It also improves IT Service Management and is now embraced by worldwide industries.
"Implementing best practices gives a company structure, repeatable processes and a common language to improve the alignment between IT and the business," said Bjarne Rasmussen, VP of technology services Computer Associates in the Arab countries and Pakistan. "It helps organizations lift the profile of the IT department, making it a reliable business partner within the company."
While ITIL goes beyond service management, at the core of the library are two volumes on the Service Management discipline: Service Support, which is the practice of 5 disciplines that enable IT Services to be provided and Service Delivery, which is the practice that ensures IT services are provided between the service provider and the customer service-level management.
There are interrelationships among all of the Service Management disciplines as they interact to support the overall objective of ensuring that IT infrastructure delivers high levels of service to the business.
"To make this happen you will need to ensure that the IT management processes are robust. These processes must also be applicable, efficient and effective in relation to your business model. This is where best practices come into play," added Rasmussen.
ITIL is currently being recognized around the world and the Arab region is closing the gap rapidly as ITIL now is at a stage where successful implementations are almost guaranteed. CA predicts in 5 years time, the Arab countries will have closed the current gaps in applying best practices.
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Best practices gap in the Arab countries to close in 5 years
- United Arab Emirates: Saturday, August 20 - 2005 at 11:14
- PRESS RELEASE
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Computer Associates (CA), one of the world largest management software companies, today urged businesses in the Arab countries to meet global best practices standards by implementing IT Infrastructure Library (ITIL) compliant solutions.
Bjarne Rasmussen, VP of technology services Computer Associates in the Arab countries and Pakistan
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Posted by Lara Lynn Golden, News EditorSaturday, August 20 - 2005 at 11:14 UAE local time (GMT+4)
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About CA
Computer Associates International, Inc. (NYSE:CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. Founded in 1976, CA is headquartered in Islandia, N.Y. and serves customers in more than 140 countries. For more information, please visit http://ca.com.
CA users in the Arab World include Emirates Bank International, Dubai Department of Civil Aviation, Etisalat Contact Center, Saudi Arabian Airlines, Abu Dhabi Oil Refining Company, Al Jubail Petrochemical, Bank of Beirut and the Royal Court Affairs in Oman
About Service Support
• Incident Management: prevention of incidents that affect the normal running of an organization's IT services.
• Problem Management: ensuring that faults are corrected and preventing any recurrence of these faults.
• Change Management: ensuring all changes to Configuration Items are carried out in a planned and authorized manner.
• Release Management: Controlling release, versions and unlicensed and illegal copies.
• Configuration Management: implementing a database that contains details of the organization's elements that are used in the provision and management of its IT services.
About Service Delivery
• Availability Management: identifying levels of IT Service availability for use in Service Level Reviews with Customers.
• Capacity Management: ensuring IT infrastructure is provided at the right time in the right volume at the right price.
• Financial Management for IT Services: ensuring IT infrastructure is obtained at the most effective price and calculating the cost of providing IT services so that an organization can understand the costs of its IT services.
• IT Service Continuity Management: putting a plan to ensure that IT Services can recover and continue should a serious incident occur.
CA Contact:
Sherif El Gamrawy
Computer Associates
Marketing Manager
Tel: + 9714 3616710
Fax: +9714 3676510
For media enquiries, please contact:
Mohammed Kharroubi
ASDA'A Public Relations
Tel: +971 4 3344550
Fax: +971 4 3344556
© 2005 Computer Associates International, Inc. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.
Computer Associates International, Inc. (NYSE:CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. Founded in 1976, CA is headquartered in Islandia, N.Y. and serves customers in more than 140 countries. For more information, please visit http://ca.com.
CA users in the Arab World include Emirates Bank International, Dubai Department of Civil Aviation, Etisalat Contact Center, Saudi Arabian Airlines, Abu Dhabi Oil Refining Company, Al Jubail Petrochemical, Bank of Beirut and the Royal Court Affairs in Oman
About Service Support
• Incident Management: prevention of incidents that affect the normal running of an organization's IT services.
• Problem Management: ensuring that faults are corrected and preventing any recurrence of these faults.
• Change Management: ensuring all changes to Configuration Items are carried out in a planned and authorized manner.
• Release Management: Controlling release, versions and unlicensed and illegal copies.
• Configuration Management: implementing a database that contains details of the organization's elements that are used in the provision and management of its IT services.
About Service Delivery
• Availability Management: identifying levels of IT Service availability for use in Service Level Reviews with Customers.
• Capacity Management: ensuring IT infrastructure is provided at the right time in the right volume at the right price.
• Financial Management for IT Services: ensuring IT infrastructure is obtained at the most effective price and calculating the cost of providing IT services so that an organization can understand the costs of its IT services.
• IT Service Continuity Management: putting a plan to ensure that IT Services can recover and continue should a serious incident occur.
CA Contact:
Sherif El Gamrawy
Computer Associates
Marketing Manager
Tel: + 9714 3616710
Fax: +9714 3676510
For media enquiries, please contact:
Mohammed Kharroubi
ASDA'A Public Relations
Tel: +971 4 3344550
Fax: +971 4 3344556
© 2005 Computer Associates International, Inc. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.
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