IT Infrastructure Library® (ITIL®)
The IT Infrastructure Library® (ITIL®) is a tried and tested framework for organising IT service processes and a best practice approach with which IT processes can be continuously checked and optimised. This also leads to further advantages such as reduced costs, improved quality and customer satisfaction.
Standards such as ITIL®, CobiT or ISO 20000 describe processes on a general and abstract level or state basic criteria which are to be tested during certification. Standards themselves do not provide sufficient advice on how the required structures should be best implemented in a particular organisation. This is what MATERNA contributes towards adding value for their customers by using the “Service Excellence” consulting method.
With the experience gained in more than 500 IT Service Management projects, MATERNA has established itself as a skilled partner for ITIL®-compliant consulting and implementation of IT Service Management processes and technologies. We can support you with adaptations to your specific requirements. Our IT Service Management services start by analysing your IT service processes with regard to ITIL® compliance. MATERNA also advises on and designs optimised service processes and implements the IT Service Management solutions compliant to ITIL®.
Our solutions and services in the field of ITIL®
- ITIL® coaching – from analysis and design through to implementing and operating your IT Service Management solution
- Designing and planning the IT Service Management process, taking the organisation, specific requirements and any necessary technologies fully into account on the basis of the “Service Excellence” consulting method
- Evaluation of IT Service Management technologies
- Integration and implementation of software and hardware
- Organisational change management projects
- Accredited ITIL® Trainings: MATERNA has been accredited by the EXIN (Examination Institute for Information Science), DF Certifiering AB and ISEB as an official training provider for ITIL® V2/V3.
Our accredited ITIL® trainings are carried out by certified trainers, who are also ITIL® V2 Service Managers, ITIL® V3 experts and trained ISO/IEC 20000 consultants. The ITIL® trainings are oriented towards all staff who actively shape Service Management services in their organisation. Among other things we also offer ITIL® V2/V3 trainings and the ITSM simulation “Fort Fantastic”. You will find more information about our ITIL® trainings here.
ITIL® Version 3
With ITIL® Version 3, the framework has undergone complete reorganisation as it looks more closely at the really fundamental topic for IT: the IT services. The element which gives it structure is the service lifecycle. ITIL® thus breaks with the focus on processes in the previous version and puts services at the focal point. Instead of the nine ITIL® books there are now five core publications which follow the development of services: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
Almost no changes were worked in on the process side. Organisations which have already introduced ITIL® do not have to start again from scratch. IT line managers with ITIL® V2 still have a sustainable basis for ITIL® V3 with which they can provide the best possible IT services.
Figure: ITIL® V3 Service Lifecycle
(© Crown copyright 2007 Reproduced under licence from OGC)
Downloads
References (excerpt)
- Baltic Data Center, UAB
Service Desk system automates IT service processes
- E.ON IS GmbH
Standardised Service Desk with scope for differences
- Federal Employment Agency
ITIL®-compliant processes in the user HelpDesk
- prosystems IT GmbH
Comprehensive ITIL® implementation is more than just process quality
- Rigshospitalet
ITIL® Simulation Training
- Siemens IT Solutions and Services
Global standard for IT services
- Slovenská sporiteľňa
Slovenská sporiteľňa increases the efficiency of its IT services
- Tatra Banka
Tatra Banka counts on MATERNA ITIL® training services
- Vattenfall Europe Information Services GmbH
Virtual Service Desk with uniform, Europe-wide Service Request and Incident Management
Legal statement
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Swirl logo™ is a Trade Mark of the Office of Government Commerce.
