EXCEPTIONAL by DESIGN
ITIL®
IT Services Commitment
Noblestar's continued commitment towards better IT services has led it to reach out and adopt best of the breed standards and practices in IT service management. Noblestar has had a significant IT Infrastructure Library (ITIL®) presence in Europe for a number of years, however more recently, Noblestar has begun to offer ITIL® implementation services to its clients in the USA. Noblestar has also become a member of the USA chapter of itSMF (IT Service Management Forum) to enhance its learning and contribution to IT service management best practices.
ITIL® - A Comprehensive IT Guide
Information Technology Infrastructure Library (ITIL®) is a set of IT standards published by the Office of Government Commerce (OGC), which is an office of the United Kingdom's Treasury. ITIL® is a comprehensive source of IT service management best practices that is publicly available, and currently consists of seven books providing guidance on planning, delivery, operations and management of quality IT services. It contains an integrated set of well-documented best practices for all IT sectors and consists of the following core "sets" of books:
- Service Delivery
- Service Support
- Application Management
- Infrastructure Management
- Software Asset Management
- Security Management
- Business Perspective
Service Delivery details concepts such as service level management and capacity management, and Service Support addresses crucial IT pain points such as change and release management, to name a few.
Why isn't just ITIL® enough?
Even though ITIL® is fast becoming the de-facto standard for IT service management, it still only provides a set of guidelines describing "the what" rather than "the how". Noblestar believes that to make ITIL® more useful and effective, it needs to be transformed into a set of actionable processes that can be deployed in a real-world distributed organization. With an extensive background in process modeling and execution, Noblestar has developed a unique approach towards ITIL® implementation that we call, I-Cube.
Contrary to common belief, ITIL® does provide high level processes embedded in its guidelines and actually proposes a process oriented organization, but they are not actionable. An actionable process has:
- Roles and Actors (Who)
- Input/Output Artifacts (What)
- Activities and Activity Dependencies (How and When)
- Traceability between elements
- Lifecycle Model including phases and objectives for transitions