Examples of ITIL

There are numerous Examples of ITIL around the world. The Information Technology Infrastructure Library (ITIL) is gaining traction in the marketplace coincident with IT’s increased visibility and contribution to strategic business goals. ITIL was developed in Europe as a standard methodology for delivering IT services consistently and according to business objectives. While ITIL is often thought of as a standard, it is really more of a set of “best practices” used to manage the quality of IT service delivery.

Examples of ITIL are heavily oriented around the service desk and its many supporting functions—consisting of the service desk itself and ten core management processes. When a vendor states that it supports ITIL, it is essentially stating that there are capabilities built into the product that support some (or all) of the core IT functions that are part of ITIL’s best practices. Since the IT functions are so disparate in the ITIL model, it is nearly always the case that a number of point products are used to meet the guidelines of ITIL rather than a single solution. Workflow is also a part of the ITIL model and as such warrants the implementation of manual processes and procedures. In EMA’s recent service level management (SLM) buyer’s guide, only14% of SLM vendors are supporting part or all of the ITIL best practices.

A closer look at Examples of ITIL shows that it is a “systematic approach” used for planning, developing, delivering, and supporting IT-based services. This systematic approach is a refreshing change to the historical chaos that has long existed in many IT organizations. More formalized processes and procedures have been required to take full advantage of the vast investments in IT infrastructure. ITIL is characterized by a strong customer orientation—internal and external—with IT becoming increasingly business-centric in its approach. Lean economic times have driven an aggressive move toward proving the value of IT to business goals and ultimately the company’s revenue objectives.

Let’s see some more Examples of ITIL.

Mercury Interactive’s Topaz is being used today to implement ITIL’s best practices. Mercury has invested heavily in the area of IT service management with an orientation around the business impacts associated with IT infrastructure performance. Mercury has consistently focused on the end-user experience as well Investments in measuring the end-user experience and business-centric approach were made early by Mercury. Topaz supports many of the core ITIL functions directly while supporting other aspects of ITIL in a more indirect way.

Topaz is strong in the areas of incident management, problem management, availability management, capacity management, and service level management. Mercury’s approach to ITIL is to work with third-parties in the areas of financial management, IT service continuity management, and release management to deliver those aspects of the ITIL service model that are related, but not directly connected to Mercury’s core competencies. Topaz offers supporting functionality for change and configuration management.

There are many companies and we can quote Examples of ITIL, which have received Enhanced ITIL Status. And to achieve this Enhanced ITIL Status in itself is a great achievement. For example, Remedy IT Service Management applications were the first ever certified as ITIL-compatible by Pink Elephant, the industry's recognized leader for granting ITIL compatibility. Continuing to embrace ITIL as a way to help our customers implement best practices in service management, Remedy's ITSM suite has now achieved ITIL Service Support Enhanced PinkVerify Status.

Remedy's ITSM suite achieved ITIL Service Support Enhanced ITIL Status by demonstrating support for two additional processes within PinkVerify's extended requirements - Service Level Management and Availability Management. These processes are in addition to Remedy's long-standing certification of ITIL compatibility for its ITSM suite.

Achieving these additional processes signifies that Remedy's ITSM suite exceeds ITIL compatibility in critical areas, enabling its customers to further benefit from the ITIL framework. Remedy solutions were the first ever to be PinkVerify certified Enhanced ITIL Status compliant, and the company continues to embrace ITIL as a way to help its customers implement best practices in service management.

Similarly other Examples of ITIL: enhanced ITIL Status Awarded to HP OpenView Service Desk Solution. HP (NYSE:HPQ) announced on Aug. 5, 2002 that its HP OpenView Service Desk software has been awarded Pink Elephant’s Enhanced PinkVerify™ status (Enhanced ITIL Status), signifying the software’s ability to enable the quality and cost saving benefits derived from Information Technology Infrastructure Library (ITIL) and IT service management initiatives.

PinkVerify is the IT service management toolset “stamp of approval” given by Pink Elephant Inc., one of the world’s leading IT service management consulting organizations and a leading educator in ITIL. Specifically, Enhanced ITIL Status helps to validate that HP OpenView solutions are compatible with best practices for the following ITIL process areas: service level management, incident management, problem management, change management and configuration management.