Debasis Bandyopadhyay, CISA, CISM, CGEIT, PMP, TOGAF9, ITIL v3 (F)
IT Infrastructure Library (ITIL)1 is well established as the framework of best practice guidance for IT service management in the industry. This article shares some of the practical challenges in IT service management (ITSM) and how the ITIL framework can be used to overcome those challenges. The following 10 key rules for using the ITIL framework effectively are based on the real-life experience of IT engineers and IT managers:
These 10 key rules are based on the real-life experiences of IT professionals who work in IT service management. These rules can help the IT professional effectively use the ITIL framework.
It was once a headline in all leading newspapers of Singapore when an alert was ignored while conducting a routine repair job and the oversight caused a major impact to a chain of banks in Singapore. As a result, the banking operation was shut down for three hours. So what went wrong? It might be that the key first rule was not followed: Do not ignore system-generated alerts. What actually went wrong is not publicly known, but there are numerous examples like this of disasters that could have been averted if simple key rules had been followed.
Additionally, simple automation can improve productivity significantly. The automation of running shell scripts or other routine jobs can avoid problems with manual errors. Manually running a wrong shell script may bring down the wrong server or even a complete data center at the wrong time.
Implementing ITIL practices in an organization with a disciplined approach, which can be done more effectively with the 10 key rules provided here, can help organizations reach higher maturity levels.
1 Information Technology Infrastructure Library (ITIL), Best Practice Guidance, 2011, www.best-management-practice.com/Knowledge-Centre/Best-Practice-Guidance/ITIL/2 This term was probably coined from hardware testing in which one ensures that no smoke comes out when the new hardware system is plugged in to the power socket.
Debasis Bandyopadhyay, CISA, CISM, CGEIT, PMP, TOGAF9, ITIL v3 (F), has more than 25 years of industry experience in the field of RADAR (Radio Detection and Ranging) technology; satellite communication; VSAT (very small aperture terminal)-based network design for voice, data and video communication; telecommunication switching networks; electronic payment systems; and IT service management. He is the chief information security officer (CISO) at RS Software Ltd. in India, and holds the COBIT Foundation Certificate.
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