Senin, 13 Oktober 2008

ITIL alternatives

IT Service Management as a concept is related but not equivalent to ITIL which, in Version 2, contained a subsection specifically entitled IT Service Management (ITSM). (The five volumes of version 3 have no such demarcated subsection). The combination of the Service Support and Service Delivery volumes are generally equivalent to the scope of the ISO/IEC 20000 standard (previously BS 15000).

Outside of ITIL, other IT Service Management approaches and frameworks exist, including the Enterprise Computing Institute's library covering general issues of large scale IT management, including various Service Management subjects.

The British Educational Communications and Technology Agency (BECTA) has developed the Framework for ICT Technical Support (FITS) and is based on ITIL, but it is slimmed down for UK primary and secondary schools (which often have very small IT departments). Similarly, The Visible OPS Handbook: Implementing ITIL in 4 Practical and Auditable Steps claims to be based on ITIL but to focus specifically on the biggest "bang for the buck" elements of ITIL.

Organizations that need to understand how ITIL processes link to a broader range of IT processes or need task level detail to guide their service management implementation can use the IBM Tivoli Unified Process (ITUP). Like MOF, ITUP is aligned with ITIL, but is presented as a complete, integrated process model.

Smaller organizations that cannot justify a full ITIL program and materials can gain insight into ITIL from a review of the Microsoft Operations Framework which is based on ITIL but defines a more limited implementation.

The enhanced Telecom Operations Map eTOM published by the TeleManagement Forum offers a framework aimed at telecommunications service providers. In a joined effort, tmforum and itSMF have developed an Application Note to eTOM (GB921 V, version 6.1 in 2005, a new releases is scheduled for summer 2008) that shows how the two frameworks can be mapped to each other. It adresses how eTom process elements and flows can be used to support the processes identified in ITIL.