Information Technology Infrastructure Library

As long as the service exists, so much it must be improved, otherwise it will die. The ITIL methodology helps to “see all” the shortcomings of the service at a glance: - how information is lost during transmission, - where are the “holes” in communication, - how “what is clear to everyone” becomes a big problem for different groups of people: from IT- teams to business leadership. This is often the cause of many IT fakups. All "diseases" of any IT services are visible here at a glance. The manufacturability of IT solutions does not guarantee the correct operation of an IT service.

ITIL is a methodology for managing, debugging and continually improving IT-related business processes.

Time itself tests the business for strength, continuity, reliability, where cost reduction is constantly required. Technology, management, process maturity - that's all at ITIL.

This is actually designing high-level service packages for our customers, those who have a high level of support from HP. And also, as a person who has worked in IT all his life and has an ITIL expert certification, I will also list a few more certifications. We work with our unit that provides training services, and, accordingly, my part is to provide or read courses on ITIL. Therefore, I want to tell a little, repeating, two words about what the previous speakers spoke about, why I personally consider training so important, so interesting that I am ready to cooperate, invest my time and how I think it is useful for any organization. Secondly, of course, to tell about our courses, and thirdly, probably, like any service designer, he should ask himself: why is this service better than others in providing this service? And this is probably the third part of my presentation. I will be happy to answer your questions about the course materials, what options are there for providing these courses, and the questions that you may have.

ITIL books

ITIL Foundation: 4th edition

ITIL® Practitioner Guidance

ITIL® 4: Direct, Plan and Improve

ITIL 4: Create, Deliver and Support

The better trained your employees, the more literate they are, the faster you actually begin to get a return on your hardware investment. You build up your internal knowledge, your organization becomes (both IT and core business) more competitive in the market. Naturally, trained people manage the infrastructure more competently and, accordingly, the infrastructure works more reliably, breaks less, and less illiterate actions of the IT department employees can lead to breakdowns that affect the work of the business as a whole. As for personalities, as for a person who studies, naturally a more literate, more certified employee stands higher in the labor market. This is your confidence, this is your satisfaction with what you are doing. You are probably laughing in the sense that the more expensive employee is easier to lure. We will not go into this discussion, this is probably a double-edged sword, but nevertheless, I believe that it is more profitable for an organization to have more qualified employees. And, of course, your general satisfaction with what you are doing, with the fact that you understand the results of your work and do your job well. A professional always does his job with high quality.

Information Technology Infrastructure Library

So, the benefits of learning. Well, from training in general, I want to move on to training related to IT management.

Why? Many of my previous colleagues, I think, talked about technological solutions. How to get it, how to properly configure the equipment, how to make it work, what technological innovations are offered by HP in the market, and what training services are offered by HP on these products in the market. My interest lies more in the field of the organization of IT work, and this connection is designed to show why an IT enterprise is actually needed. IT enterprise helps the enterprise to work more efficiently and to compete more successfully in the market.

Accordingly, the typical tasks that the main business solves are projected into certain requirements for reliability, security, and the time it takes for an IT service to be restored (these are recovery points). What does the fulfillment of those requirements for an IT service depend on? Yes, one of the well-known and most visible components is the technological solutions that we invest in the operation of one or another IT service or IT service. Nevertheless, the reliable operation of an IT service is impossible without two components - the management processes. The most powerful tool won't solve the problem if you don't know how to manage it. And of course, the standard, more such a focus area, the organization of interaction with partners.

But now we are talking exactly about how to properly organize the work of IT. And in order to provide a reliable IT service, you must work out and harmonize, design the joint operation of three elements: the selected hardware solutions (technological solutions), the appropriate level of maturity of the quality of the reliability of the management process, and, of course, the necessary support from the suppliers or subcontractors.