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Introducing ITIL
Information Technology Infrastructure Library Comes to MSU
August 21 , 2006
The competitive advantage of an organization is often measured in terms of its IT capabilities. Information Technology Infrastructure Library (ITIL) provides a comprehensive and consistent set of best practices for effective and efficient service management in information technology (IT). ITIL is a framework, providing IT services from the perspective of the customer, eliminating duplication, and presenting a consolidated set of consistent service offerings for end users. “We are introducing ITIL to help ensure information technology at MSU is positioned to assist the university achieve its goals,” says Tom Davis, Director of Academic Computing & Network Services. The adoption of ITIL is driven by the increased dependency on IT services. This dependency demands bigger, better, and faster services under a limited budget.
ITIL combines the collective experiences of commercial and governmental organizations worldwide into one reliable and coherent approach. It is process oriented and provides a defined structure for all IT services. ITIL defines services as separate from technology, concentrating more on the customer viewpoint. As a result, incidents, requests, and changes are handled in a consistent, systematic manner to provide a high level of support to university objectives. Specifically, ITIL will help ACNS identify customer expectations through service level agreements, align services with university goals, and provide continuous service and customer satisfaction improvements.
ITIL best practices will be applied within ACNS in phases with an overall objective to implement all of the 10 processes defined in the ITIL framework. Like many universities, Michigan State is challenged to continually improve operational efficiency and effectiveness. Academic Computing & Network Services will be poised to address this challenge with ITIL.
