ITIL or ITSM ? Or is it ISO 20000 ? May be IEC 20000 or is it ISO/IEC 20000. Phew!!!
Exactly !!! Phew – Thats the expression that I still have after a month of joining my new organization. I quit my old job of a manager after a seven year stint to take up this role of an ITIL Consultant….or is it ITSM Consultant ?
Well I am still confused. I still haven’t figured out completely what all these terms stand for. Therefore in an attempt to confuse you more let me give you some insights about the subject. if you are already not confused, then you take it that you are overqualified to read this post.
Please bear with me for oversights if any. Well, I am sure this is bound to happen. So dont bother to bear with me.
Let me now make an attempt to define some of the key terminologies in my own words as I understand them for you (the lesser mortals like me
IT or Information Technology
Everyone knows what this is…nice try…that was an easy way to avoid such questions, aaaha!! Well, in my words its Technology used for managing information. Simple – isn’t it?
I always get confused with ‘it’ & ‘IT’ just like the word ‘us’ & ‘US’
Any service that uses IT. A service is an activity (like charity, like social service) which is done by someone for the benefit of another. In this case, its not charity, hence it comes at a price, which the beneficiary (getter, the enjoyer, the user :-0) has to pay to the service giver (= service provider). Mind you, the user and customer are different.
User is the one who gets the benefit of the service where as customer is the one who pays for it. An example that I can think of is of a father who buys a toy for his son. Here the father is the customer (who pays for the service, the toy) where as the son is the user who directly uses the service, the toy. Wow !!! awesome example I could come up with
IT Service Management:
This is simple. Its the management of IT Services being provided by one or more supplier/provider to one or more customer. I am tempted to think that my role could be more of an ITSM consultant than an ITIL consultant owing to the fact that I was a manager before taking up this role and this also involves management (IT Service Management)
Aaaah ! This is something I could never understand much. Well, this is a standard way of determining where you stand in terms of ITSM among the rest of the industry folks. It tells you how effective and efficient is your ITSM, how robust you as an organization are in IT Service Management.
Now how does one tell or certify your status ? And who can certify you?
Well, an audit is conducted on the ITSM methods and processes, analyzed, and a certificate is awarded to the organization if it qualifies.
Who awards this certificate?
There are certain registered bodies that are qualified to conduct audits and certify.
ISO or International Organization for Standardization
Although it sounds like a short form the word ISO is taken from the Greek word ‘isos’ meaning equal. Remember we all studied ‘isobars’, ‘isotones’, ‘isotopes’, etc. while in school. Similarly ISO in ITSM is also the same word ‘iso’ derived from a Greek word which means ‘equal’. Hence its pronounced as ‘iso’ and not ‘ISO’ as acronym.
International Electro technical Commission (IEC)
Together ISO and IEC came up with ISO/IEC 20000 standardization based on its earlier version known as BS15000 (BS = British Standard). ISO/IEC 20000 has 2 parts – a) Specification b) Code of Practice. This certification is not awarded to any individual. Its always awarded to an organization.
Whooosh, what is an ITIL now? I completely forgot about that.
Well its a set of books or guidelines with best practices from the industry to help an organization have an effective and efficient ITSM. ITIL stands for IT Infrastructure Library. (To remember, relate library with books and therefore ITIL with a set of books on industry best practices)
ITIL is the baby of the UK Government of Commerce. It has 3 versions. The first came out in the early 1990s. The second version V2 was released in 2000. It lasted for approx 7 years. Now we have ITIL V3 since July 2007.
I think that’s all for now. Hope I have been able to confuse you enough
I moved from Manager role to a specialist role. Oh oh !!!. Am I now an ITSM consultant or an ITIL consultant ?
One day I shall surely explain
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