ITIL（Information Technology Infrastructure Library）：即信息技术基础构架库，一套被广泛承认的用于有效IT服务管理的实践准则。1980年以来，英国政府商务办公室（GOC，原称政府计算机与通信中心）为解决“IT服务质量不佳”的问题，逐步提出和完善了一整套对IT服务的质量进行评估的方法体系，叫做ITIL。2001年，英国标准协会在国际IT服务管理论坛（itSMF）上正式发布了以ITIL为核心的英国国家标准BS15000。这成为IT服务管理领域具有历史意义的重大事件。 传统的网管只是担任支持的角色，现在的IT则是种服务，为了达到降低成本、增加生产力、提升服务质量的目标，ITIL目前已在全球掀起一阵狂潮，许多著名的跨国公司如IBM、HP、Microsoft、HSBC等，都是ITIL的积极实践者；由于产业正逐渐由技术导向转为服务导向，企 业对于IT服务管理的需求也与日遽增，对于将 IT流程标准化且与商业同步、提升处理效率上，有相当大的帮助。 ITIL发展至今，不仅受到原创者英国的强力支持，也在欧洲、北美或纽澳等国掀起一阵狂潮，而企业是否导入ITIL，也将被视为是检视供货商、委外服务承包商是否具备投标资格的关键指标。目前全球取得ITIL认证的人数已经超过30万（其中6万在亚太地区），且人数成长比例逐年提升，甚至部分政府部门规定：IT相关人员如果没有ITIL Certificate则不予聘用！
实施ITIL的益处
ITIL就是旨在解决并纠正这些可能出现的弊端，它提供了一个指导性框架，这个框架可以保留组织现有IT管理方法中的合理部分，同时增加必要的技术，并且方便了各种IT职能间的沟通和协调。但它并不是一套理论模式，而是以全球最佳实际经验为依据，基于高质量、合理定义、可重复流程等运作为基础，确立的可持续改进的计划。
对于企业实施ITIL，可以有助于最终进行完善的服务管理。在ITIL的各个流程管理中，可以直接与各个业务部门相互作用，实现对业务功能及流程进行重新设计，降低成本、缩短周转时间、提高质量和增进客户满意度。
ITIL的实施，使信息系统部门能够对发生在财务、销售、市场、制造等业务上的流程改变，做出及时反应。某些情况下，这还导致了一些相关组织机构的诞生，如变更委员会、紧急变更委员，内部的业务经理等，以增进业务与IT的整合
实施ITIL，可以实现IT对业务支持的精确性和前瞻性。市场竞争的加剧要求企业能够快速做出决策，并缩短反应时间。传 统的企业效益度量标准如收入、市场份额等，对业务状况的反映是滞后的，一旦发现问题后，再想规避问题，往往为时已晚。
就IT 部门来讲，在投资回报方面，参考ITIL来考虑IT投资，就很容易定义期望的收益，并对收益进行度量。同时，可以明确地建立一支担有共同责任和义务的、多技能的、跨组织的合作团队。由于相互信赖程度的加深，用户与IT人员之间将不再会互相指责，而形成相互促进的形式，改变其"救火队"的形象。
如果您是企业管理者，ITIL能够帮助您：
IT从规划到实施到运维更加有效，降低成本的同时获得更高的IT服务体验
确保IT流程支持业务流程，提高企业整体业务运营的质量
推进IT部门和业务部门的沟通，也增进IT部门于业务部门的相互融合，变IT部门由成本中心为利润中心；
减少了冗余和重复的工作，提高了IT客户和业务人员的生产效率
如果您是IT部门负责人，ITIL能够帮助您：
了解业界领先的IT服务管理模式，熟悉业界领先的IT管理最佳实践
学会让IT部门为公司创造新的战略竞争力
让企业内部客户对IT有更合理的期望，更清楚为达到这些期望你们需要付出什么
让部门中的IT员工更清楚对他们的期望，有合适的流程和相应培训来确保他们能实现这些期望
加强个人的IT服务管理工作技能，成为IT界的MBA，向管理型的IT人才发展
如果您是IT部门的运维操作人员，ITIL能够帮助您：
了解业界领先的IT服务管理模式，熟悉业界领先的IT管理最佳实践
加强个人的工作技能提高工作表现； 获得更多的专业知识，从而胜任更多的工作
当软件或硬件不再使用时，可以及时取消对其的维护及相应的维护合同
加强个人的IT服务管理工作技能，成为IT界的MBA从而获得更好的发展机会
如果您是企业的人力资源负责人，ITIL能够帮助您：
提高了IT人员的生产效率、士气和工作满意度，IT部门的管理更加有效、方便
使企业更好的使用人力资源，提供用人标准, 向客户证明IT员工的能力；
获得ITIL证书的人员具有的专业知识和技能可以使企业更成功地完成IT工作；ITIL证书是员工前进的动力和挑战。
ITIL实施的难度
ITIL实施的难度往往令CIO对ITIL的衡量过程会长达数年，而不仅仅是几个月，因为ITIL本身难以就如何实现它提供任何建议，那些熟悉软件开发方法的CIO常会惊讶于ITIL在此方面的“空白”。
不管ITIL到底是什么，对于大多数企业而言，它的必要性显而易见：它能够帮助IT部门提高用户的满意度和运行效率，“有了ITIL后，我们能够在任何时间点评估我们的成果。”Pershing公司(the brokerage firm Pershing)CIO Suresh Kumar说，“现在，问题的数量已经大大减少，我们能够向用户证明我们的进步。 如今，在Pershing公司，如果某位员工在IT上遇到了问题，他会求助于帮助台。当Pershing公司于2004年1月开始使用ITIL后，帮助台的接线员有了一份类似《事件处理》的参考样本，如果一个事件在10分钟内没有得到解决，帮助台的PC桌面菜单会自动识别并提示相关专家的列表；如果1个小时后，问题还未得到解决，包括Kumar在内的IT主管就会通过电话会议参与进来；若是超过两个小时依旧没有解决，Kumar就会致电相关业务部门主管，要求其参与讨论和决策。 这个帮助台在ITIL框架的指导下，经过了12个月的调整，才使得Pershing公司的IT事故响应时间提高了50%，且事故在复发时可进行追踪管理，这令IT人员易于找出问题症结，从而解决了许多长期困扰他们的问题。同时，ITIL还可以在第一时间防止因系统变更和安装新版本造成的系统之间的冲突。
ITIL还通过提供代码和流程，帮助IT部门整合所有的信息系统，使企业的IT投资回报最大化。“一个公司可以有杰出的网络和主机群。”McGrane说，“但如果每个小组只注重优化自己区域的价值，他们就不能为整个组织创造价值。”
ITIL 也引起了Board大学主管软件工程的副校长Jim Strande的兴趣。Strande所管理的IT部门负责学校的网络维护，尽管每年这个网站的正常运行时间达到99%，但这1%的差错往往出现在考试注册或出成绩报告等关键时刻。Strande运用ITIL评估了IT部门的运行情况，他发现IT部门没有充分挖掘事故出现的根本原因，这使得造成网站宕机问题一直没有真正得到解决。用ITIL的“行话”来说，这属于“他们没有区分出事件(各种随机出现的情况)和问题(IT系统潜在的缺陷)的差异”。
根据ITIL服务支持手册的方法论，Strande和实施小组清晰地描绘出了事件管理和问题管理的细节，他还加强培训了员工在特殊事件的关键点上的反应能力。例如，如果网站与服务器失去了联系，帮助台人员会知道必须重启Board大学和服务器之间的电信交换开关、处理交易的服务器必须重置等。现在， Board大学很少会发生重复性IT问题。Strande说：“服务水平因此提高了。”ITIL服务支持手册为组织提供了IT员工必须遵守的事件跟踪、问题分析和通过变更解决问题的流程。
“网管软件配置管理数据库(CMDB)是所有ITIL项目的核心。”计算机硬件制造商Finisar公司的全球IT主管Christine Rose说。Finisar公司于2002年实施了ITIL。“它能够帮助你追踪资产流向、为你提供所有运行流程的历史文档。”Rose通过对CMDB的分析，发现公司的FTP服务器出了问题。这个服务器通常向终端用户提供技术支持，繁重的数据让它不堪重负。Rose通过增加存储空间解决了这个问题，“如果我们没有服务器的历史记录，就不会注意到这个问题，因为业务流程不会自己暗示我们它需要IT的支持”。
ITIL (Information Technology Infrastructure Library): information-technology infrastructure library, a widely recognized for effective IT service management practice guidelines. Since 1980, the British Government Business Office (GOC, formerly known as the Computer and Communications Center) to address the "IT service quality poor," and gradually raised and perfect a set of IT services to assess the quality of the method system, called ITIL. 2001, the British Standards Institution in the international IT Service Management Forum (itSMF) was formally released to ITIL as the core of the British national standard BS15000. This has become the field of IT service management major event of historic significance. Just as the traditional network management support for the role, now is the kind of IT services, in order to achieve lower costs, increase productivity, improve service quality targets, ITIL has set off a while in the global tide, many famous multinational corporations such as IBM, HP , Microsoft, HSBC, are the active practice of ITIL; because of the technology industry is gradually oriented to service-oriented enterprises for IT service management, and the surge in demand for IT processes will be standardized and synchronized with the business, upgrade Efficiency, a significant help. ITIL development so far, not only by the originators of the strong support of the United Kingdom, also in Europe, North America or New Zealand and Australia and other countries set off waves a while, and whether companies to import ITIL, will also be seen as a supplier of view, outsourcing services contractor The availability of qualified bidders key indicators. ITIL certification in the world has the number of over 300,000 (of which 60,000 in the Asia-Pacific region), and the growing proportion of the number of annual increase, and even some government departments provisions: IT-related staff if there is no ITIL Certificate are not employed!
The benefits of the implementation of ITIL
ITIL is designed to address and correct these defects that may arise, it provides a guiding framework that can keep the existing IT management organizations in a reasonable way of increasing the necessary technical, and a variety of IT functions to facilitate inter - Communication and coordination. But it is not a theoretical model, but to the world's best practical experience as the basis, based on high-quality, reasonably defined, repeatable processes, and so on the basis of the operation and establish a sustainable improvement plan.
For enterprises to implement ITIL, can help to improve the end service management. ITIL in the various processes, we can direct interaction with the various business units to achieve the business functions and processes to design, reduce costs and shorten turnaround time, improving quality and enhancing customer satisfaction.
ITIL implementation, the information systems departments can occur in finance, sales, marketing, manufacturing, and other business processes change, and make timely responses. Some cases, this also led to a number of organizations related to the birth, such as changes to the Commission, emergency change, member of the internal business managers, so as to enhance the integration of business and IT
The implementation of ITIL, IT can be achieved on the accuracy and operational support forward-looking. Market competition intensifies ask enterprises to quickly make a decision, and shorten the reaction time. The traditional enterprise efficiency metrics such as revenue, market share, to reflect the state of business is lagging behind, once discovered the problem, would like to circumvent the problem, often too late.
On the IT department speaking, the return on investment, the reference ITIL to consider IT investments, it is easy definition of the desired revenue and earnings to measure. At the same time, one can clearly establish Tam have a common responsibility and obligation, multi-skilled, cross-organizational cooperation team. As the level of mutual trust deepened between users and IT staff will no longer be accused each other and promote each other in the form of formation, to change its "fire brigade" image.
If you are enterprise managers, ITIL can help you:
IT, from planning to implementation to Win peacekeeping more effective, while reducing costs higher IT service experience
IT processes that support business processes and improve their overall business operations of the quality of
Promote the IT sector and business communication, but also enhance the IT department in the business of merging and changing IT departments from cost centers to profit centers;
Reduce redundancy and duplication of efforts to enhance the IT business customers and staff productivity
If you are an IT department official, ITIL can help you:
Understanding of the industry's leading IT service management model, and is familiar with the industry-leading IT management best practices
Society for the IT department for the company to create new strategic competitiveness
Let the IT enterprise customers a more reasonable expectation, for more clearly meet those expectations you need to do what
For IT workers in the sector more clearly on their expectations, the appropriate processes and corresponding training to ensure that they can achieve these expectations
Strengthen personal IT service management skills, the IT sector as the MBA, to the management of the development of IT talents
If you are an IT department of Operation operators, ITIL can help you:
Understanding of the industry's leading IT service management model, and is familiar with the industry-leading IT management best practices
Enhance the skills of the individuals improve their performance; more expertise, more competent work
When the software or hardware no longer in use, they can cancel their timely maintenance and the corresponding maintenance contract
Strengthen personal IT service management skills, as the MBA IT sector to gain better opportunities for development
If you're a business person in charge of human resources, ITIL can help you:
Increased IT staff productivity, morale and job satisfaction, IT sector management more effective, convenient
So that enterprises better use of human resources for the provision of employment standards, to customers that the ability of IT staff;
ITIL receive a certificate of professional staff with the knowledge and skills so that enterprises can be more successful completion of IT work; ITIL certificate is the advance of staff motivation and challenges.
The difficulty of the implementation of ITIL
ITIL implementation of the CIO is often difficult to measure the ITIL process will be a few years, not just a few months, because ITIL itself on how to achieve it difficult to provide any proposals, those familiar with the software development methods often surprised by the CIO in this regard ITIL "Gaps."
ITIL in the end no matter what, for most businesses, the need is obvious: it can help IT departments improve customer satisfaction and operational efficiency, "With ITIL, we can at any point in time we assess the results . "Pershing companies (the brokerage firm Pershing) CIO Suresh Kumar said," Now, the number has been greatly reduced, we can prove to users of our progress. Now, in Pershing, if a staff in the IT had problems That he would resort to the help desk. When Pershing company in January 2004 started using ITIL, help desk operator has a similar "incident" in reference samples, if an incident within 10 minutes had not been resolved, Help Taiwan's PC desktop menu automatically identifies and prompts a list of relevant experts, if one hour, the problem has not yet been resolved, including Kumar, director of IT through the conference call will be involved; if more than two hours still No solution, Kumar will call the relevant departments in charge of operations for its participation in the discussion and decision-making. The help desk in the ITIL framework, under the guidance of 12 months after the adjustment, makes Pershing's IT incident response time increased by 50% And the recurrence of incidents can be traced management, the IT staff easy to identify the crux of the problem, so as to solve many long-standing of their problems. At the same time, ITIL can also prevent the first time because of system changes and install a new version of the The conflict between systems.
ITIL also through the provision of the code and processes to help IT departments integrate all the information system to enable enterprises to maximize the return on IT investment. "A company can have an outstanding network and host group." McGrane said, "but only if each group to optimize its regional focus on the value, they will not be able to create value for the whole organization."
ITIL also caused the University Board in charge of the vice president of software engineering Jim Strande interest. Strande managed by the IT department is responsible for maintaining the school network, although each of the normal operation of this site time to reach 99 percent, but 1 percent of the errors often appear on the registration or examination to reports, and other crucial moment. Strande use ITIL assessment of the operation of the IT department, he found that the IT department did not fully tap the root causes of the accident, which makes the site downtime issue has not really been resolved. ITIL by the "jargon", it belongs "They did not distinguish between the incident (there were a variety of circumstances) and problems (IT systems of potential defects) the difference."
According to the manual ITIL service support methodology, Strande and implement a clear picture of a group of the incident management and problem management of the details, he has also strengthened the training of staff in special events on the key points of the response capacity. For example, if the site lost contact with the server, help desk staff will know that we must restart the server between the Board and the University of the telecommunications switch, processing transactions, the server must be reset, and so on. Now, Board University will rarely happen repetitive IT issues. Strande said: "So raise the level of service." ITIL service support manual for the organization to provide the IT staff must abide by the incident tracking, problem analysis and solution to the problem through the change process.
"Network management software configuration management database (CMDB) is the core of all ITIL project." Computer hardware manufacturers Finisar's global IT director Christine Rose said. Finisar Corporation in 2002, the implementation of the ITIL. "It can help you to track the flow of assets to provide you with all the documents the history of running processes." Rose through the CMDB analysis, the company found a problem with the FTP server. This server is usually to provide technical support to end-users, the heavy data it overwhelmed. Rose by increasing the storage space to solve this problem, "If we do not have the server's history, it is not aware of this issue, because the business processes that we do not own it needs the support of IT."
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