What is IT Infrastructure Library^® (ITIL^®)?

IT Infrastructure Library^® (ITIL^®) is a collection of best practices and standards for Information Technology (IT) service management. The United Kingdom's Central Computer and Telecommunications Agency (CCTA) created ITIL^® in response to the growing dependence on Information Technology to meet business needs and goals. ITIL^® provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

ITIL^® is organized into sets of processes which are defined by related functions: service support, service delivery, managerial, software support, computer operations, security management, and environmental.

Benefits of ITIL^®

IT drives business today. Business profitability and shareholder loyalty is dependent on the high availability, dependability, security and performance of IT services. This has created the visibility of IT Management, which is further complicated by the fact that many businesses outsource the technology, turning over their core business process to third party vendors. Many companies state that due to the rapidly changing nature of their business they do not have time or resources to improve processes. In fact this is the time when processes are critical. By improving the processes around IT, the organization can begin to:

• Improve resource utilization
• Be more competitive
• Decrease rework
• Eliminate redundant work
• Improve upon project deliverables and time
• Improve availability, reliability and security of IT services
• Justify the cost of service quality
• Provide services that meet business customer and user demands
• Integrate central processes
• Document and communicate roles and responsibilities in service provision
• Provide demonstrable performance indicators
  

How APS can help?

APS has devised a well designed methodology to help the organization to streamline their IT service management process and increase their competitiveness. The following is the description of the methodology:

Initiate Process Improvement

The APS Consultant will kick start the process improvement initiative in the client's organization by understanding and aligning the process improvement objectives with their business objectives.

Perform Adequacy Audit

APS will conduct an Adequacy audit to gain an understanding of current processes and produce a detailed report highlighting the degree of exhibiting the ITIL^® (ISO / British Standards series) practices. This exercise will lead to a very precise estimate of what needs to be done to improve the Clients processes to attain the desired certification.

Developing the Quality Manual

APS will assist the client organization to develop the quality manual in line with the quality policy. This document aids in implementing a quality management system and communicates policy, procedures and guidelines for implementing ITIL^®.

Writing Procedures

APS will assist the client organization in developing processes, procedures, guidelines, and work instructions which will be used for implementation of the quality management system.

Provide Role based Training

APS will provide role based training to the project team to increase proficiency of the team and contribute to the project success. Please refer to APS Training offerings.

Implementing Procedures

Implementing processes within an organization involves cultural changes. APS team members are experienced 'Change Agents' who have successfully implemented defined processes in projects of various sizes and complexity in different domains and knowledge areas.

APS change agents train, educate, and mentor the client's project team members and help the client's organization to implement the processes.

Conducting Internal Audits

APS will mentor the trained internal auditors to conduct internal audits in line with ISO 20000 / BS 15000 and requirements of the defined Quality Management System.

Implementing Corrective / Preventive action

APS consultants will guide the client's organization to do Root Cause Analysis and identifying effective corrective and preventive actions to eliminate non- conformances identified during internal audits.

Prepare for Formal Certification

APS will assist the client's organization in identifying the third party auditor. APS will coordinate with the third party auditor and facilitate the client's organization achieving the desired certification.