ITIL: Increasing efficiency and quality

The IT Infrastructure Library (ITIL) is a collection of proven strategies (best practices) from the complex area of service management and is characterized in particular by its independence from manufacturers of any size or industry. Basically, ITIL is a kind of "guideline" that is intended to sustainably increase both the quality and efficiency of different services within an organization and in this way create improved customer satisfaction.

ITIL offers its users a process-based approach that begins with the creation of a strategy, takes into account the customer's requirements, and ends with the transfer to regular operations. This approach is completed by a continuous improvement process, which is established as an important influencing factor in all sub-areas. Over the past decades, ITIL has established itself as a globally recognized industry standard in the area of service management. Service organizations, such as facility management, IT or marketing departments, use best practices from the extensive knowledge library and align the recommendations there with their own interests.

 

By establishing a neoliberal economic policy, Great Britain's Prime Minister Margret Thatcher shaped the country's 1980s like no other head of state. As a result of a tightly managed policy in almost all economic areas of the country, unemployment rose rapidly within a very short time. At the same time, it cannot be denied that this surprisingly radical cut laid the foundation for an economic boom in Great Britain and allowed the capital London to rise to become an international financial metropolis for more than two decades. The Falklands War is linked to Thatcher's policies. This conflict was triggered by the occupation of the Falkland Islands by Argentine troops.

Here, too, a change in Thatcher's strict course was out of the question, which is why she set the British army in motion and had the Falkland Islands reclaimed for the Crown. Even during the conflict, it became clear that the Royal Navy was struggling with numerous IT problems, which is why the British government decided to standardize IT in public administrations. The impetus for the UK to take the initiative was that IBM turned down an outsourcing offer after a thorough review. The foundation stone for ITIL had been laid.

 

Both company size and structure play a rather secondary role for ITIL. It is equally unimportant which technologies are used. In the context of the use of ITIL, it is rather the services, Processesroles, and activities within a service are crucial. This approach results in an almost infinite number of links that extend across different levels.