Gartner Research

The IT Infrastructure Library: A Service Perspective

Published: 17 July 2009

ID: G00203823

Analyst(s): Michael Disabato

Summary

The requirement for a proactive service environment that minimizes infrastructure failures is driving the adoption of the IT Infrastructure Library (ITIL) processes. In this MBP, NTS Service Director Michael Disabato will describe ITIL Fundamentals related to Service Support and how these processes relate to Burton Group's Reference Architectures.

Table Of Contents

Synopsis

Analysis

  • The IT Infrastructure Library (ITIL)
  • ITIL's Impact on the
  • Relationship to Reference Architecture Principles
    • Principles Framework
    • Management Principles
    • Vendor Principles
    • User Principles
  • Impact on System and Network Management Systems
  • Recommendations
    • Obtain Senior Management Support
    • Achieve Balance
    • Understand the People Issues
    • Traditional Roles Will Change
    • Focus on Process First
    • The Order of Process Implementation Is Important
    • Limit the Scope of Configuration Management
    • Standardize Incident Reporting Tools
    • Own the Process
    • Show Me Where IT Hurts
    • Revise Your Mission Statement

The Details

  • ITIL Fundamentals
  • IT Services
  • Configuration Management
    • Planning
    • Identification
    • Control
    • Status Accounting
    • Verification
  • The Configuration Management Database (CMDB)
  • Change Management
    • Request for Change (RFC)
    • Change Advisory Board (CAB)
    • CAB Emergency Committee (CAB/EC)
    • Forward Schedule of Changes (FSC)
    • Projected Service Availability (PSA)
    • Change Model
    • Standard Change
  • Release Management
  • The Service Desk
  • Incident Management
  • Problem Management

Conclusion

Notes

Related Research and Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.