[Original] ITIL and it Process Management Overview

1. What is ITIL?

ITIL (IT Infrastructure Library) aims to provide IT service management guidance for enterprises based on the best experience. It is released by the British Ministry of Commerce OGC and widely used in the industry.
Has become a de facto standard for IT service management.

ITIL is the application of management science in IT infrastructure and is written into a set of books in a structured manner.

2 What does ITIL provide?

Provides guidance books on IT infrastructure strategies, tactics, and operation management. provides a systematic and best-experienced process framework. provides recommendations on implementation strategies. Provides training guidance that complies with ISO9001 quality standards. requirements 3. Why ITIL?

Traditionally, You need to purchase the most expensive, robust, and at least average downtime hardware to build a high-reliability system. In fact, if the operator inserts all redundant power supplies into the same power outlet, and the power outlet wires are leaking, no matter how good your hardware is or useless. This is a simple example of potential problems. Analysis shows that only 20% of system faults are caused by technical problems, such as hardware faults and operating system crashes. The remaining 80% is caused by various human factors. Standardized processes and specifications can be used to address human factors, and technology can be used to ensure that the process is followed and implemented. By implementing processes and tools to reduce downtime and improve availability, customers can reduce IT infrastructure operation costs and reduce downtime-related losses (revenue, employee efficiency, and customer satisfaction ), provide a trusted platform to provide new services.

4 What are the basic principles of ITIL?

ITIL tells us what processes need to be implemented for enterprise management and operation of IT infrastructure, so as to provide optimal services to customers/users at reasonable costs.

ITIL allows us to redefine the application of enterprise information technology, convert it into a series of clearly defined and evaluable IT services, and reach the IT service quality commitment at a reasonable price for evaluation and monitoring.

5 what is the difference between ITIL, ISO, and cmme?

　ISO9000:It was initially a general quality audit model developed for the manufacturing industry, but can also be applied to any production/service organization. ISO9000 emphasizes review, but proposes a series of goals that organizations need to achieve, and does not point out how to achieve these goals.
　　CMM:Designed for software development and maintenance organizations, it summarizes a group of best practices for software development and maintenance, and divides these practices into five levels in sequence, that is, five levels of maturity.
　　ITIL:A framework of best practices for IT service management and operation developed specifically for IT service management and operation organizations (institutions.

　　Similarities: Only tell you what to do, not tell you how to do it ),

　　Differences: Although ISO9000 is suitable for all kinds of organizations, it seems too generic, but it is equivalent to setting a minimum quality standard for the Organization;
CMM is mainly for software development and involves software maintenance, but it is not the focus;
ITIL focuses on the maintenance of software (including hardware, network, and other IT infrastructure) compared with CMM, and does not involve much software development.