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L. N. Revathy

Coimbatore March 29 The third version of the Information Technology Infrastructure Library (ITIL) is to be rolled out later this year.

The Office of Government Commerce (OGC) in the United Kingdom and its partners in the ITIL — itSMF (IT Service Management Forum) and International Software Organisation — are working together to release ITIL Version 3, the Country Manager of Quint Wellington Redwood India Consulting Pvt Ltd, Mr Sunil Mehta, told Business Line.

Explaining the importance of an IT infrastructure library, Mr Mehta said it is all about managing both IT hardware and software applications effectively in an organisation. "It started in the UK and Europe in the early 90s, when organisations did not document the various processes. Say an employee has some problem with his e-mail. The problem management process in this ITIL helps in fixing it.

Support processes

"There are five service support processes such as incident management, problem management, change management, configuration management and release management, and all these are reactive in nature, as each of these starts functioning when something goes wrong around that process and manages to fix the problem. It is aimed at improving the service level, enhancing efficiency and controlling cost.

There are five service delivery processes such as capacity management, availability management, business continuity, financial management and service level management, and all these are proactive in nature," he said, adding that ITIL is basically a set of best practices drawn for managing IT services. "It is designed to focus on people, processes and technology issues that organisations face," Mr Mehta said.

Asked about his company's role, he said, Quint, as a management-consulting firm would contribute to the design and new titles in ITIL V3 (ITIL Version 3).

Industry's requirement

Mr Mehta is a member on the Board of itSMF, India Chapter. The latest ITIL version, according to him, would address the industry's requirement (immaterial of the vertical) over the next three years. "The planning is made well in advance."

On ITIL awareness in India, he said, "Organisations have just begun to understand the importance of ITIL. Companies start realising the need for such a library only when more machines are in place and management of these become tricky. Only the top 20 per cent of the companies are using ITIL. We are now focusing on the tier II companies for implementing the compliance process."

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