Applied Research On It Management Best Practices Library (itil)

ITIL (IT Infrastructure Library) has been widely recognized and adopted in IT field of many industries and countries. But it still remains a problem that how to effectively use ITIL and maximize its value.Emerged as the best practices to improving IT management by Office of Government Commercial(OGC), ITIL cannot be separated from IT Service Management(ITSM). And when we talk about ITSM, we should not ignore two topics---service and management. ITSM is management, which focuses on IT service. As a result, IT service should be studied from management perspective, instead of only from IT and technology angles. Only observe IT service systematically and build a management framework, can we effectively utilize ITIL and accordingly maximize its value.Enterprise Solution Center (ESC), as an important department of a famous international IT company, has a deep understanding for ITSM. According to ITIL requirement, ESC built up a new service management framework, in which Process, People and Technology are the three key factors to achieve ITSM objective.This article will deeply discuss the relationship between ITIL and ITSM and the changes brought by ITIL application. Those changes---technologies, organizations and ways of management, transform ESC from traditionally"technology-driven"IT department to"customer-driven"department. Meanwhile, the transformation brings unique value to the customers ESC serves.At last, the author introduces the release of ISO/IEC20000 and ITIL3.0. It's believed that these two standards will accelerate the application of ITIL and ITSM, especially for IT organizations of China.Hope that the research in the article can serves as a reference for China's IT organizations, which may be interested in ITIL application, and finally help them to improve their ITSM level.