Herding Users and Applying the ITIL Process
Adnan Al-bar, King Abdul Aziz University
Wagd Aljedaibi, King Abdul Aziz University
Providing better, guaranteed quality of IT services to students, academic and non-academic staff is one of the main goal of most IT techincal support in Higher Education institutes. The approach to providing best IT services has been undertaken under the common title of "IT Service Management". Lately, more organizational approaches to this issue have been gaining popularity, especially the guidelines of the IT Infrastructure Library (ITIL) for IT Service Management. In this facilitated discussion we would like to first provide the audience with a brief history and overview of the ITIL processes. Then, we want to share our thoughts with audience about the suitability and applicability of such standard to non-profit orgnizations such as Universities. We will be looking to listen from any institution tehir experiences with implementing ITIL processes in their IT service management department. Our aim is open a discussion about experiences in applying ITIL principles and what to dos and not to do if you want to adopt these principles. What are the pros and cons of doing so? Does ITIL service management process reduce cost of ownership?
Ricardo Chavira, Yale University
ITIL teaches that what is not defined cannot be controlled; what is not controlled cannot be measured; and what is not measured cannot be improved. Developing a Service Catalog is the first step towards defining the services of your IT organization. Even for organizations that have not implemented all or any ITIL processes, the development of a comprehensive catalog of services available from your IT organization will be an invaluable tool for improving service delivery and will help identify gaps and redundancies in your services. In our large, distributed IT environment, we have lacked a central document or resource that describes all of our IT services. As a result, this has often led to a lack of communication within IT units, duplication of effort by various IT service providers, unmet client needs, less than optimal use of resources for existing services, and lack of sufficient data for planning of new services. To address these ongoing needs, we developed a Service Catalog. Initially designed for internal use only, this document has become a valuable resource for service providers and customers alike. The process of building a Service Catalog began with reviewing existing Service Level Agreements (SLAs) and extracting a baseline of information needed to adequately describe and document any service. This led to the formation of a questionnaire which was submitted to identified service providers. Their answers served as the basis of the Service Catalog. In order to preserve its relevance, the Service Catalog needs to be integrated into the development, maintenance, and improvement of all services. Doing so will allow you to fully realize the benefits of a Service Catalog, including improved services, customer satisfaction, and better financial management of services.